Help desk support Resume DC - Hire IT People

SUMMARY:

Excellent track record in resolution of customer issues, training of end users, and account management for both the government industry and technology - driven businesses. Experienced leadership in:

General Help Desk Support for nearly 500 users at the Confidential in Washington, DC Supporting Windows 7 desktop systems and a myriad of software applications
System Administration - Lotus Notes Administrator for 260+ servers and 10,000+ users
Blackberry Administrator/Help Desk - Administer Blackberry Enterprise Server and resolve problems with Blackberry usage
Instructor - Lotus Notes, Windows 95, Windows 3.1 and accounting programs
Account Management - Service Account Manager for large government accounts including the U.S. Army, Veterans Administration and Corporate Accounts
Security Clearances - I have held high level security clearances both of which have expired due to job changes.

PROFESSIONAL EXPERIENCE:

Help desk support

Confidential

Responsiblities:

Doing normal break - fix customer support
Installing various software packages
Deploying new computers
Supporting and setting up mobile devices: iPhones, iPad, & Android phones
Creating and maintaining email distribution lists in Active Directory
Resetting and unlocking passwords in Active Directory
Assisting user with McAfee Data at Rest Encryption System (DAR)
Recording and tracking problem reports and resolutions via Remedy
Dealing with users from the lowest tier up to and including the Director of the Bureau
Assisting with training of new members of the team.

Confidential

Help desk support

Responsiblities:

Provided local support and assistance with the Google Apps email system including calendars and mail-in databases
Troubleshot user problems
Maintained local distribution lists and calendar resources
Added/removed users
Supported users activity within Outlook/Exchange
Provided familiarization training to local users in classroom format
Troubleshot user problems
Maintained local distribution lists and calendar resources.

Managing and administration

Confidential, Washington, DC

Responsiblities:

Added/removed users
Performed routine administration on the local Notes server
Assisted users with problems they had with Lotus Notes
Performed daily routine administration of four windows based
Provided second tier help desk support for Lotus Notes and Blackberry

Supporting & Administration

Confidential, Washington, DC

Responsiblities:

Created and deleted accounts
Assisted users with device setup
Troubleshot problems with the devices

Confidential, McLean, Virginia

Senior Notes Administrator

Responsiblities:

Upgraded the Notes system from Release 4.7 to Release 5.5 and then to Release 6.0 for the Department of Commerce
Reconfigured the Notes servers to allow replication of two very large databases system-wide for the Department of Commerce
Resolved a long standing problem with internal administrative program involving Notes 5.7 running on Sun computers at NGA.
Improved reliability of systems by tuning and adjusting administrative set up at NGA.

Confidential, Washington, DC

System Administrator

Responsiblities:

Set up and administered a small Notes Network consisting of two Domino servers and approximately 400 users.

Confidential, Rockville, MD,

Instructor

Responsiblities:

Taught Lotus Notes in the Rockville, Baltimore and McLean facilities.

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Help Desk Support Resume

DC

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