OBJECTIVE:

Team oriented professional veteran with consistent record of meeting or exceeding all customer service and technical support goals. Adept at coordinating major hardware, operating system, and software implementations, as well as coordinating movement of resources. . Highly familiar with end user support and reporting functions with outstanding presentation and communication skills.

TECHNICAL PROFICIENCIES:

• Internet Security
• VMware
• Windows XP, Vista, Windows 7, Windows 8
• Microsoft Exchange Excel, Word,
• Outlook, Access, PowerPoint
• Active Directory
• BMC Remedy/IssueTrak
• Help desk Support
• Blackberry
• IT Security
• CompTIA A+, Network+
• RDP
• Cisco any connect
• Trapeze
• Hardware: Dell desktops and notebooks/ Gateway desktops and notebooks/ Compaq, desktops and notebooks/ iMac/iBook, Printers, Scanners, and Digital Projectors.
• Scripting
• Linux Knowledge
• Adobe Reader
• Mac Workstations
• Ghost/Imaging/Deployingd
• Citrix Server/ Software
• Encryption software
• VPN
• Microsoft SQL2000/2005
• CMS/Nice
• Avaya Phone

QUALIFICATION SUMMARY:

• Extensive knowledge and experience in installing various DOD programs, upgrading hardware/software, maintenance, and repairing desktop computers as well as laptops and printers.
• Impeccable track record of accurately completing military operations research, reporting, information management, analyzing facts, record keeping; working well under pressure, and various office activities in a timely manner.
• Determines the specific system or technical problems troubleshooting to correct problems.
• Resolves hardware and software problems and provide detailed analyses and recommended solutions for weaknesses or problems in the system
• Establishes and maintains detailed documentation on all significant problems that have affected or may affect the successful receipt or transmission of message traffic
• Solutions - focused professional veteran with 10 years of experience to identify root causes and direct users to lasting resolutions for technical support to over 2,000+ users providing rapid and client focused.
• Well versed in a variety of common operating systems, military applications and hardware with a proven ability to master new tools and technologies quickly.
• Highly energized and focused on details; results-oriented professional with proven ability to expedite multiple tasks.

PROFESSIONAL EXPERIENCE:

Confidential

IT Database Administrator/ Support

• Acted as Tier 1-2-3 support for infrastructure systems, client computers and business equipment.
• Responsible for the day to day support of desktop hardware and software issue submitted via ticketing system (IssueTrak).
• Responsible for Sophos IT antivirus installation and maintenance
• Managed the planning, installation, support and maintenance of user computers (desktop, laptop), both hardware and software and all peripherals.
• Documented, upgraded and replaced hardware and software systems.
• Maintain, analyze, troubleshoot and repair PC systems (Windows desktop OS- XP, Windows 7, Windows 8), hardware (iPAD, iPhone, Blackberry, Dell latitude Windows 8 tablet) and computer peripherals.
• Responsible for day to day administration & management of Trapeze database.
•  Responsible for  Active Directory Maintenance for the domain (includes QA and Service Delivery window dispatchers, employee (driver) managers, manifest reconcilers, SMS, Road Supervisors, and other staff as required).
• Worked independently to configure and install routers, switches to ensure network connectivity for end users.
• Responsible for Trapeze User Maintenance
•  Interfacing with WMATA IT (i.e., provide information for troubleshooting Avaya Phone, CMS and NICE systems).
• Weekly Report creation for Trapeze
•  Responsible for Trapeze PASS, also Crystal Reports, SQL Query Analyzer, SQL database management, Microsoft Office Professional applications.
• Monitored daily activities within Windows Server 2003 & 2008 Active Directory
• Responsible for daily maintenance of Citrix MetaFrame Presentation Server
• Troubleshoot user Pc’s via Remote support tools.
• Monitored daily  Firewall administration experience (Cisco)
• Configured WAN/VPN (Cisco, Juniper)
• Supported Microsoft SQL2000/2005 database management & query writing

Confidential

Helpdesk Analyst -Washington, DC

• Configured settings for remote users via VM Ware.
• Refreshed and Reimaged over 1000 desktops and laptops as an Tech Refresh team member
• Monitored daily activity of networks and services.
• Reimaged corrupted users machines.
• Granted local administrators users published rights.
• Installed and configured new software and hardware for users.
• Issued password resets.
• Configured and installed printers via TCP/IP
• Migrated user desktops from Windows XP to Windows 7
• Monitor daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare daily reports on call volume, abandon rate, carry over, and outages for senior management.
• Expanded background knowledge in Windows and email implementations and reconfigurations.
• Deployed hundreds of Pc’s
• Troubleshoot VPN technicalities
• Managed Active Directory services on Windows 2003 and 2008
• Received in-coming trouble tickets, performed Tier 2-3 desktop administration and troubleshooting on Windows and Apple workstations.
• Install and test new configurations including new Operating Systems, hardware equipment, software etc.
• Workstation and server configuration and deployment
• Workstation, server, and IT equipment repair
• Workstation Warranty returns and exchange - work with manufactures of the damaged equipment to replace, reconfigure and return damaged item
• Inventory management and asset tracking of all IT equipment
• Keep updated workstation images for all individual workstations; keep separate image for each model
• Perform Active Directory Domain administrative tasks

Confidential

HW/SW Analyst Technician- Washington, DC

• Reimaged bad scripts and replaced motherboards.
• Conducted hardware and software alterations/ upgrades for system computers

Confidential

GCCS Administrator- Washington, DC

• Responsible for System Administration of Global Command and Control Systems (GCCS), Afloat Ship Tracking and Repositioning System (ASTARS), Integrated Command and Control Communication System (IC3), Common Operational Picture (COP) and Logbook in the preparation/updating of various operations/exercise reports with information accessed from those systems.
• Coordinated with the IT Manager to ensure availability and reliability of servers to meet business demands
• Received in-coming trouble tickets with Remedy and performed Tier 1-2 desktop administration for executive VIP’s and other high ranking officers.
• Troubleshot, repaired, maintained, installed and performed testing activities on various computer equipment, peripherals, data communication and computer network system.
• Participated in key product evaluation and improvements as they relate to the server environment
• Configured and maintained/patch/backup Windows 2K/2003 File servers, Application/Web application Servers-Exchange, SQL servers, supported Lotus notes, IIS/Apache servers Maintain/configure Active Directory.

Confidential

FCC Supervisor

• Responsibilities included answering help desk questions, providing over-the-phone assistance to staff members, and documenting reports of service calls. Performed administrative duties including answering phones, filing, copying and faxing documents, and sales calls.
• Provide desktop support for over 2000+ clients in the greater Bahrain region by phone or in person as needed to minimize downtime.
• Enhanced remote access through installation and configuration of VPN and Remote Desktop.
• Trouble shot network connectivity, network printing and user access issues.
• Help Desk Tier II/III services which included answering help desk tickets through online assistance, performing remote assistance on staff desktops, and documenting reports from service calls. Other responsibilities included performing administrative duties such as filing and copying documents, answering telephones, and setting service appointments.