OBJECTIVE:

To obtain a challenging position that will allow my experience in System Administration to grow while enhancing company security and productivity.

TECHNICAL SKILLS:

Operating Systems: Windows 95, Windows 98, Windows 98 Second Edition, Windows NT 4.0 Workstation, Windows 2000 Professional, Windows XP Professional, Windows Vista, Server 2000, Server 2003.

Software Experience: Microsoft Office 97/2000/2003/2007/ XP, MS Outlook 97/2000/XP, Netscape 4.7, 7.1, MS Explorer, Norton Antivirus 2000/2002/2003 , MacAfee Antivirus, Norton Ghost 2003, Oracle databases, remote access software, and various other Commercial - off-the-shelf software (COTS).

Hardware Experience: IBM PC clones and compatibles, Dell PC, HP PC, SUN Servers, Dell Servers, Working knowledge of Raid 0, 1, and 5.

PROFESSIONAL EXPERIENCE:

Confidential

Tech Refresh

Performing user data migration from encrypted hard drives using software designed for the purpose of collecting data from an encrypted hard drive and migrating the data to another encrypted hard drive. Installing drivers for all peripherals associated to the user’s computer, trouble shoot any hardware or software issue, and maintain good customer care.

Confidential

Service Desk Technician

Receive incoming calls from end users concerning multiple issues, log user’s issues using Remedy ticketing software, perform first call resolution for different software and program issues to include: Adobe Acrobat, Cisco VPN Client, publishing PKI certificates, e-mail issues in Outlook Exchange 2010. When issue cannot be resolved at first call, escalate them to the next tier to be researched then resolved.

Confidential

Migration Technician

Performing data backup of user’s profile to protect user’s data, migrate from Windows XP to Windows 7 ensuring all drivers need for proper systems functions have been installed, trouble shoot any issues that may arise from the migration phase. Ensure hard drive encryption software (Safe net) is re-encrypting hard drives.

Confidential, Alexandria, VA

Tech Refresh

Performing user data migration from encrypted hard drives using software designed for the purpose of collecting data from an encrypted hard drive and migrating the data to another encrypted hard drive. Installing drivers for all peripherals associated to the user’s computer, trouble shoot any hardware or software issue, and maintain good customer care.

Confidential, Alexandria, VA

Team Lead

Working alongside Helpdesk Managers and Project Manager ensuring team members have been properly trained backing up clients Data, versed on standard operating procedures and ready to deploy to remote sites for positive completion of ongoing project. Other duties include re-imaging computers with Government approved software, working with Helpdesk resolving minor/major issues.

Confidential, Rosslyn, VA

Desktop Support Technician

Perform assigned tasked including duties of a tier 2/3 Desktop Support Technician, working with costumers to ensure intermediate to complex issues are solved in a timely manner and to the costumer’s satisfaction, performing such tasks as account creation of both classified and unclassified systems, loading government issued/approved system images. Instructing users on the use of various software applications, performing data transfers, and setup of new workstations.

Confidential, Washington, DC

Help Desk Technician

Responsible for the duties of a tier 1 and tier 2 help desk technician, performing such task as wiping and imaging hard drives with government approved system images. Ensuring costumers’ requests/problems are resolved within a timely manner. Performing daily task that are technical in nature to include resetting user’s passwords, remote access through use of remote software, instructing customers in the use of various software which includes Citrix, 2003 Office Suite, and scanner software.

Confidential, Crystal City, VA

Refresh Technician

Responsible for Deploying new Workstation, Loading government furnished system images, transferring data, and wiping hard drives for Computers identified for disposal or re-use. Work closely with the customer to schedule service calls and provide frequent status on their request/problem. Perform a variety of routine tasks that are technical in nature to include assembly or installation of parts, testing and operational checks, interconnection of computer hardware systems, and peripheral equipment. Maintain upgrade and/or replace hardware and software systems, back-up/restore user's data, installing standard software loads/images, initiating user network connections, making user e-mail connections and escalating customer "issues" to the appropriate staff. 

Confidential, Largo, MD

Helpdesk Technician

Answered direct calls from the customer providing trouble call resolutions, follow up with customer to ensure all issues have been addressed and resolved, assisted on-site technicians with problems of a technical nature, provided hands-on technical support to troubleshoot custom software, networking, databases, hand-held Computers, assisted with installation of software and security updates to end user’s systems,. Provided all customer interaction for Tier II and Tier III support, helped develop knowledge database items and provide the information to others on the team, responsible for coordinating hardware maintenance with on site technicians.

Confidential, Millersville, MD

Installation Technician

Responsible for Technical phone support to hotels using Bartech hardware and Software, Trouble shoot and repair hardware that is shipped in to corporate office. Install Bartech software on to hotel server ensure minibars connect to server, trouble shoot all problems concerning connections status. Accountable for accurate reporting on the status of hotel properties to the VP of Operations.

Confidential, Chantilly, VA

Jr. System Administrator/ Technical Specialist II

Provide installation services, apply knowledge of state of the art software, hardware, and network infrastructure to troubleshoot user and system problems. Provide support on issues of moderate complexity, perform server build using 2000/2003 platforms and assist with various user account password resets, and account creations

Confidential, Baltimore, MD

PC Technician

Responsible for providing users at 26 branch locations technical support in a Windows 2000 and XP environment, assist users with newly installed software, trouble shoot and repair various software problems using remote access software or direct contact, repair and maintain computer hardware. Assisted in various projects consisting of replacing legacy systems with modernized systems, updating software, and upgrading Operating Systems.