System Engineer/Service Desk Manager Resume Bethesda, MD - Hire IT People

SUMMARY:

Analytical IT professional who applies hardware and software design, installation, administration and configuration knowledge to support growing businesses and increase productivity. Possesses active security clearance.

TECHNICAL SKILLS:

Microsoft Windows (XP, 7, 10) and Linux. MS Server Database experience with MS SQL, MySQL, PostgreSQL, 2003, 2008/R2, 2012/R2, 2016, IIS, Tomcat, Apache and Crystal Reports. other portal technologies. Highly skilled in Microsoft Office Suite including Access, Hardware/software installation and troubleshooting. Visio and Project. Network setup and troubleshooting, router/switch Skilled in multiple programming languages, C++, Java, configurations, and ethernet cabling. Android, HTML, Python. Various AV and teleconferencing configurations. Versed in various scripting techniques, Windows PowerShell, Linux.

PROFESSIONAL EXPERIENCE:

System Engineer/Service Desk Manager

Confidential, Bethesda, MD

Responsibilities:

Worked with various incident management software for one that better suited current needs.
Installed, configured and administered chosen web based incident management software.
Developed SQL reports based on incidents for better and more in depth analysis of incidents.
Helped resolve various customer and staff issues through troubleshooting and guidance.
Advanced and improved overall process of Help Desk and incident management.
Implemented and administered Tomcat webserver for risk mitigation software.
Incorporated feedback and recommendations from other staff members when modifying software.

System Administrator/Portal Developer

Confidential, Bethesda, MD

Responsibilities:

Developed strategies on upgrading existing JTDI portal with new technology.
Created hosting environment for remote access to JTDI programs using various server configurations.
Tested and evaluated Portal software to improve performance and usability using IIS, Apache or Tomcat.
Operated and developed servers for use with Liferay portal technology.

Windows 7 Deployment Manager

Confidential, Arlington, VA

Responsibilities:

Orchestrated and organized deployments for WHS Life Cycle Refresh upgrading hardware/software to Windows 7.
Communicated various issues and corrections needed to enhance overall operation of WHS LCR.
Created better and more efficient procedures to maximize deployments with more organization.
Produced comprehensive reports on deployments and issues, informing Government management of progress and needs.

Windows 7 Pilot Deployment Manager

Confidential - Arlington, VA

Responsibilities:

Managed development, deployment and training of Windows 7 pilot team.
Contributed and refined many aspects of deployment process.
Coordinated efforts of EITSD management in Windows 7 upgrade process.
Worked on advancing and polishing of Windows 7 image and its rollout.

Deskside Operations Lead

Confidential, Crystal City, VA

Responsibilities:

Informed and improved overall operations of Desktside Technicians.
Onsite and remote resolution of various IT and mobile related issues.
Organized and supervised technicians and administered Incidents in Remedy.
Refined and created new Deskside processes allowing better and more efficient teamwork.

Service Desk Lead

Confidential, Crystal City, VA

Responsibilities:

Created more efficient and organized Service Desk through proper documentation and leadership.
Assigned, monitored incidents while providing technician support to resolve issues.
Stabilized and improved SLA (Service Level Agreement) targets for unresolved Service Desk incidents.

Service Desk Technician

Confidential, Crystal City, VA

Responsibilities:

Supported for OSD Enterprise users through telephone and email.
Utilized various software tools to complete remote repairs of CPU hardware/software, Blackberry hardware/software, and printer issues.
Created, modified, and resolved Help desk incidents while excelling in Remedy 6.3, 7.1 and 7.6.

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System Engineer/service Desk Manager Resume

Bethesda, MD

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