SUMMARY

• Help Desk Support: with over 15 years of Information Technology experience.
• Areas of expertise include Windows XP, Windows 7 Windows 8, Macromedia Products, Remedy, Heat, Footprints, Siebel, Prism Software, VPN, Citrix Systems, Citrix Certificates, RSA tokens McAfee, SQL,SQL Plus VeriSign, Bomgard, HHMS, LANDesk, Custom Base government applications. 

TECHNICAL SKILLS

Proactive, detailed oriented with an ability to manage multiple priorities, problem - solving, communication, interpersonal and teamwork skills.

Professional Experience

Help Desk Support

• Provided VPN and software application support for Government employees
• Used the commands Ping and Trace Route to connect to IP addresses
• Checked the network files to see if the Department of Veteran Affairs Website had been hacked.
• Assisted users in updating medical records with Citrix over the phone.
• Did basic web searches for the users.
• Changed passwords on VPN, Windows NT accounts
• Created new accounts for users on Norton Antivirus and Black Ice Firewall Software.
• Assisted end-users with connectivity problems
• Assisted users creating web based forms on the government web site.
• Responded to network and system intrusive activity
• Analyzed network traffic and system logs to determine corrective actions
• Implemented countermeasures and operating security tools
• Performed remote maintenance of security agents, sensors, tools and systems
• Provided oral written status reports to Call Center Manager.
• Set-up email accounts on Microsoft Outlook and created directories for different departments on Microsoft Exchange Server
• Assisted users on how to logon to Citrix Terminal Services.

Confidential

IT Inside Sales Respersentative Lead

• Provide strong leadership to Technical operations
• Assign work to Technical Sales for weekly metrics
• Manage own workload
• Make sure employees follow company handbook polices
• Conduct short, regular meetings to discuss and record milestones, accomplishments, successes and challenges as they occur
• Work with cross-functional teams to drive project timelines and deadlines, ensuring escalation process and critical path are followed. Assure teams are aligned with operations strategy and goals
• Support change control processes by providing review and approval for changes to operating procedures
• Continually help to improve the company culture by practice and example to the 4”I” - Integrity, Intensity, Innovation and Involvement
• Give employees feedback during one-on-one meetings and informally as regularly as possible. Make performance notes about each employee in the period between conversations, so that come conversation time, you have concrete examples to employees
• Looking on GSA.gov to bid on government contracts and wins awards
• Building Computer Hardware for the Federal Government to order
• Helping the Federal Government decide what Technology they need
• Helping the Federal Government get IT staff to work at their agencies.

IT Helpdesk Specialist

• Used Remote Access and Dameware to access users machine for hours.
• Installed Software from the server\\dcaahq03\software$ server.
• Added users to Active Directory and reset passwords.
• Ran repairs on Microsoft Office 2010 and 2013
• Basic troubleshooting on Windows 7 and Windows 8.
• Creating and activating smart cards for users.
• Making sure users have the correct certificates to work with.
• Helping users with Microsoft Outlook and Adobe issues
• Assisted users with DOD procedures appraisal of financial records, reports, management controls, policies, and practices affecting or reflecting the financial condition and operation of Department of Defense and other Federal contractors
• Assisted users with DTS WORKFLOW APPS and Audit working papers software.
• Used DOD tools to fix issue in Excel speadsheets and Word documents.
• Accepted 50 calls a day and was able to fix about 30 of those issues. Some software issues have to go to the Software Development Team.
• Assisted with Adminstrative Duties as needed.
• Installed printers, scanners and faxes.
• Duties included making sure every laptop was not to date
• Removed safenet software and install Bitlock security software
• Installed all windows updates on every laptops
• Assisted users with MS Lync
• Assisting and making sure people can connect to the VPN and troubleshooting issues.
• Looking at laptops and making sure everything works and testing the software.
• Mapped network drives using a script created by DCAA.
• Testing documents in Excel to make sure they can run the Audit Control Check list.
• Worked with users to get Mcafee working.
• Trained users on Office 2010
• Trained users on DCAA applications
• Assigned new MPKI thumb drives to new users and erased the old ones.
• Installed Printers and scanners at peoples desk.
• Trained users how to use new printers and scanners
• Worked with users on installing wireless card and USB cards.
• Tested Wifi with users at home to make sure to get them connected.
• Installed custom APPS on Mac OS operating systems Iphones, Androids with BYOD program
• For users to use RSA tokens.

IT Technical Specialist

• Provided 2nd level support to the USPS users that worked from home.(OIG Auditors, OIG Investigators, and OIG agents)
• Created accounts, calendars and distribution list in Microsoft Outlook for OIG users.
• Set- up conferences for OIG employees to have meetings with other employees.
• Fixed IPhone problems and set-up new Iphones
• Assisted users in downloading IPHONE apps for their phones.
• Assisted users in installing the RSA hard token and soft tokens for users to work from home.
• Made sure old RSA token were turned off and returned back to the government.
• Assisted users with connecting to the VPN when they were calling from home
• Had to make sure the RSA token worked with the VPN.
• Assisted users when they came down to the OIG service desk to make sure all software were installed on their new laptops.
• Assisted OIG investigators to edit their video over the phone by remoting into their laptops.
• Assisted and viewed the video for the OIG investigators to make sure it was ready for for the Federal Court System
• Assisted users in cutting the video.
• Checked in deployment manager to make sure all users had the software they needed.
• Installed software on OIG federal employee’s laptops.
• Assisted users in installing new printers and fixed network printers when the printers had errors.
• Assisted users in starting and restarting services when the laptop stopped working.
• Responsible for downloading documents in Share point for inputting on the OIG website.
• Assisted users with Remote Desktop and Citrix Receiver with complex problems.
• Assisted users with OIG applications when they had issues.
• Assisted users with Citrix phone systems.
• Sent trouble tickets to Tier 2 and Tier 3.
• Active Directory Management changing passwords adding people to groups and installing software from active directory to push up to peoples machines. Maintained a record of all the security changes and modifications made to the system.
• Supported users on the Microsoft Exchange Platform, to include email issues, creating, modifying and assigning group rights in Active Directory and providing support accessing network drives. Password issues, including resets also.

IT Technical Specialist

• Provided Tier 2 technical support via telephone to a staff of 5000.
• Assisted and resolved complex technical issues on Microsoft Exchange, MS Office Windows XP and 7, Remote Access, Blackberry devices, and other internal software applications.
• Conducted remote diagnostics to troubleshoot and resolve desktop application issues.
• When users worked from home I had to make sure they had all the applications on their systems.
• Assisted users in downloading their Certificates and deleted the old ones.
• When users came to the service desk I made sure they had their passwords working in Windows and MacAfee.
• Assigned new MPKI thumb drives to new users and erased the old ones.
• Assisted users with remote desktop and citrix receiver working from home.
• Viewed Windows event logs for system and security issues entries.
• Assisted with unlocking and issues new PIV cards.
• Changed Pins and passwords in different applications.
• Installed Windows 7 on a new user’s computer.
• Installed Windows 8 after it was approved by the Security team.
• Tested Windows 8 to make sure users laptop worked properly.
• Assisted Tier 2 in Data Recovery Virtualization
• Used Real-Time Data Protection Over a shared Private Network ensuring the data was protected and can be restored at any level and time.
• Assisted users with MAC Pro laptops adding certificates with Citrix remote access.
• Tested Domain Controllers to have the ability to process many PIV logons and mapped successfully.
• Gave users access to the Adams applications and connected these groups in SharePoint.
• Worked with the government to make sure all users have their hardware.
• Assisted users in getting information on the Internet.
• When people called about Microsoft Office I showed users how to use these applications.
• Responsible for the support of the Real Time Monitoring Solution (Enkata) from a Production Support role. This involved working with vendor support, Business, and IT teams as necessary to insure a stable environment.
• Had to have superb analytical and technical skills coupled with an ability to communicate effectively with all parties.
• Changed MacAfee passwords when users got locked out of their Encrypted passwords
• Created and approved most certificates.
• Worked with users BYOD devices creating the DIVIDE APP for IPHONES and Android phones making sure users can get connected to the NRC network.

Helpdesk Customer Service

• Worked with users setting up accounts and passwords for JOB CORP'S enrollment
• Created Applications for users over the phone.
• Worked with users getting ORACLE errors worked with Tier 3 to resolve issues.
• Ran SQL statements when information did not populate in customer applications.
• Assisted Tier III when applications had bugs.
• Assisted users when applications did not run on the Department of Labor’s website.
• Used Citrix to dial into user’s computer for assistance.
• Made sure all reports were run for Department of Labor statistics.
• Responsible for making sure all students were enrolled in JOB CORP.
• Worked with Admissions to create a school schedule in LABOR FORCE and resolved any issues over the phone.
• Strong customer service skills.

Helpdesk SQL Analyst

• Used and created SQL statements for TOPS software
• Assisted the Army, Navy, Marines and Air force with the TOPS application.
• Created and ran SQL programming statements (delete, insert, count, select, update, create, commit, Roll back and drop) for the TOPS application
• Worked with CWA application paying invoices for government transporters
• Created records for users in TOPS application and resolving issues.
• Assisted users in TOPS application to move Government equipment and household goods out of temporary storage to permanent storage.
• Assisted Military personal to create member records and resolve basic connection issues.
• Assisted Moving and Transportation companies on technical issues with invoice Per Diem transactions.
• Trained new employees and users on TOPS software in a classroom.
• Responsible for being on call when support was needed for military installations deployments
• Helped install any new fixes in TOPS application.
• Used Citrix to dial into Military sites and fix issues with SQL created scripts.
• Provided support for DPS a web based software application for military transportation.
• Updated the knowledge base with new SQL scripts.
• I have excellent customer service skills dealing with difficult users in a timely manner.
• Provided Windows XP support for many users.
• Resolved complex issues when running reports in TOPS.
• Installed Norton Virus Software and Firewall on Laptops.
• Supported Lotus Notes with basic issues Access Control list, delete, encrypt, compact documents

Helpdesk Support

• Fixed and resolved issues in Prism software these issues were functional.
• Provided support to government agencies regarding procurement Requisitions, Solicitations, Contracts and Delivery Orders.
• Documented customer information with detailed problem descriptions in a call tracking software program
• Worked on special projects as directed by the manager.
• Analyzed basic PRISM software Oracle errors and scripts

Helpdesk Support Web Support

• Provided Helpdesk Support to 35,000 travel agencies and airlines
• Assisted users on how to design basic Travel Brochures and Web Pages
• Changed passwords and pins numbers for users
• Changed passwords for Windows
• Assisted users with technical issues on GDS, APOLLO SABA, AND GALLO computer systems
• Informed users how to fix problems with E-tickets and Airline reporting Sales report on IAR.
• Fixed and maintained end-users Internet and Email problems
• I assisted in running reports in database software

Helpdesk Analyst/Assistant

• Assisted user in Computer Sales helping customers with buying and setting up computers systems
• Changed Server and Windows passwords for end-users
• Fixed and maintained end-users Internet and Email problems
• Mapped drives and dialed into host sites, gave site security managers privileges to add user and take away old users out of the system
• Assisted all military branches how to use Rapids/Deer’s application
• Assisted in the creation of Military Smart Cards and Military ID cards
• Assisted end-users with connectivity problems, computer lockouts and printer’s problems
• Designed web pages for end-users
• Sent out computer equipment to military bases

Junior Graphic Artist

• Designed and Implemented graphics using Flash 5
• Was able to put into place project goals to create graphics, using Adobe Photoshop 6.0
• Created Flash Animation .FLA files for the U.S. Army using Flash 5 to draw and put together animation for instructional video training for the U. S Army
• Used Flash 5 action scripting to put movies on the WWW.
• Created and mastered the steps to teach the U.S Army military life on video
• Used Adobe Photoshop to design graphics and make color correction to pictures.
• Worked with a team creating graphic storyboards
• Created movies.
• After creation of graphic movies assisted in the Administration side of viewing and setting up meeting for personnel to review the product.

Helpdesk Analyst

• Responsible for computer sales and helping customers to buy and set up computer systems
• Provided assistance with commands to incoming inquires regarding systems malfunctions
• Changed server and Windows passwords for end-users.
• Helped management prepare Crystal Reports.
• Fixed and maintained end-users email accounts and Internet related problems
• Maintained completed documentation of all daily site outages, LAN outages and application alerts allowing corporate headquarters to identify high error frequency locations
• Identified possible technological glitches and offered solutions for newly installed Remedy Program
• Moved information from MS ACCESS and Oracle into reports
• Set-up new systems for employees in the company, helped assign IP addresses and trained users on basic Microsoft Products
• Assisted in helping users with basic web page design

Helpdesk Support

• Analyzed hardware and software problems for in-house users and airline personnel domestic and international
• Assisted users how to use GUI interface when logging on airline websites
• Did basic troubleshooting.
• Tested modems and communication lines,
• Downloaded information for users from the Internet
• Supported users in house on how to group together airfares and freight charges using database software written for the Domestic and International airlines.

Computer Installer

• Helped maintain the design of the RAPIDS Management software installations
• Traveled twice a week to help Army bases train on CAC card readers.
• Installed, modified and made minor repairs to systems.
• Provided technical support and training users on these systems
• Installed hardware and peripherals components such as (monitors, keyboards, printers and disk drives on user’s equipment and loaded software).
• Upgraded Computer systems with Photo ID software.