SUMMARY:

• Imaging software used SCCM and GHOST, Troubleshoot, install and configure hardware/software for Windows 10, Windows 8, Windows 7, Windows XP, 2000, Windows Vista, Ms Office Suite, Office 365, Office 2016, Outlook 2013/2010/2003. Configure, maintain and trouble shoot Tower computers and Laptops. Also configure, maintain and trouble shoot Blackberry’s, iPhones and Android phones for work email.
• Manage accounts in Active Directory and DRA, Experience with VPN and Citrix.
• Proactively maintain and troubleshoot routers, switches, and VPN concentrators. Manage DNS, DHCP, LAN/WAN, NIPRnet and SIPRnet.
• Manage all Air Force accounts from being hacked through AD.
• Manage and secure Internet, Blackberry Servers, Email servers and Web servers.
• Document all network, hardware and software problems and resolutions through Remedy ticketing system. Coordinate troubleshooting efforts between customers and vendor technical support.
• Hardware support consists of troubleshooting, detection, isolation and repair or replacement components.
• Software support consists of routine operations system and application installation, configuration, maintenance, and troubleshooting.
• Daily tasks include creating tickets, insuring that response time to the users are met in a timely manner, install local and network printers, scanners and fax machines.
• Install and configure application software, set up network video projectors and also create and deploy PC images using Symantec Ghost.
• Experience Creating, tracking and resolving tickets through Remedy, Maximo, Track - It, HEAT & Clarify tracking systems.
• Remote tools used SMS, Configuration Management Remote Control “CMRC”, Timbuktu, DameWare, Bomgar.

PROFESSIONAL EXPERIENCE:

Confidential

Level II Technician

• Image computers, Configure Windows 10, 8, and 7. Install and maintain desktops and Laptops.
• Detect, diagnose and resolve hardware and software failures over the phone or at the customer location.
• Configure, install and trouble Shoot printers, scanners, fax machines and all peripherals.
• Configure, maintain and trouble shoot Blackberry’s, iPhones and Android phones for work email.
• Create User accounts and Manage user accounts in Active Directory.
• Install, Configure, trouble shoot and maintain VPN, and Microsoft Office and any other software used.
• Utilized Service ticket system to open, track complete and escalate calls.

Confidential, Reston, Va

Entry Level, Level III Technician

• Image computers, Configure Windows 10 and 8, Install and maintain desktops and Laptops.
• Detect, diagnose and resolve hardware and software failures over the phone or at the customer location.
• Configure, install and trouble Shoot printers, scanners, fax machines and all peripherals.
• Configure, maintain and trouble shoot Blackberry’s, iPhones and Android phones for work email.
• Create User accounts and Manage user accounts in Active Directory.
• Install, Configure, trouble shoot and maintain VPN, and Microsoft Office and any other software used.
• Utilized Service ticket system to open, track complete and escalate calls.

Confidential

Level II PC Technician

• Image computers, BitLock Computers, Configure Windows 8, Install and maintain desktops and Laptops.
• Configure, install and trouble Shoot printers, scanners, fax machines and all peripherals.
• Configure, maintain and trouble shoot Blackberry’s, iPhones and Android phones for work email.
• Manage user accounts in Active Directory and DRA. Putting the users in groups and giving permissions and access.
• Install, Configure, trouble shoot and maintain VPN, CAC/PIV cards and Microsoft Office and any other software used.
• Utilized Service ticket system to open, track and complete calls.
• Trouble shooting and resolving issues over the phone, remote access and in person.

Confidential

Implementation Specialist/Help Desk

• Install, test, and validate operational software and hardware as specified by installation standards to achieve maximum functionality and minimize post-installation support requirements.
• Maintain a high level of customer satisfaction with clients by demonstrating customer empathy, good customer diplomacy skills and problem ownership.
• Coordinate with a variety of external technical personnel including audiovisual integrators, client IT/IS teams, architects, electricians and customers to determine and review hardware, software, or system functional specifications both prior to system installation and while on site.
• Help define how the product grows by recommending enhancements regarding product, application or documentation, advise improvements related to integration processes and report enhancement requests received from customers.

Confidential

Sr. Desktop Analyst/Help Desk

• Assigned to work with VIP users.
• Installing desktops, portable microcomputers, peripherals, and software products for networked, classified and standalone environments.
• Detect and diagnose desktop hardware failures and make technical recommendations.
• Analyze and assess customers’ service request and provide prompt technical solutions.
• Configure and trouble Shoot printers, Digital Assistants (PDA), Blackberry’s
• Manage user Email accounts in Active Directory and DRA.
• Configure and trouble shoot VPN, CAC and Microsoft Office and any other software used.
• Utilized Service IT trouble ticket system to track and complete calls.
• Extensive trouble shooting with Microsoft Office and Outlook.
• Trouble shooting and resolving issues over the phone, remote access and in person.

Confidential, Springfield, VA

NOC/SOC Specialist

• Monitor and trouble shoot all network issues
• Monitor and trouble shoot Email servers, DHCP servers, Domain Controlers, printer servers, on Siprnet and Niprnet
• Monitor and trouble shoot all routers and switches.
• Monitor and trouble shoot BES Blackberry server.
• Some of the Tools being used; Cisco Works, SMARTS, Net Ops, NetCool, Zenprise, Media Operation Manager (MOM), NetCop, 26 NOS Nipr Dash Board
• Monitor and trouble shoot VPN, and CAC card issues.
• Utilized Remedy trouble ticket system & Maximo Ticket system to track, escalate and complete calls.
• Manage user accounts through Active Directory and DRA.
• Remote tools used; SMS, Timbuktu, DameWare
• Manage servers via Putty.
• Monitor and trouble shoot all issue dealing with the U.S. Boarder Towers.

Confidential, Washington D.C.

Sr. Desktop Analyst/Help Desk

• Create images, test images and image PC’s and Laptops.
• Trouble shooting and resolving issues over the phone, remote access and in person.
• Trouble shoot and fix PC’s, Laptops and software issues.
• Configure and trouble Shoot printers, Digital Assistants (PDA), Blackberry’s
• Manage user Email accounts in Active Directory and DRA.
• Configure and trouble shoot VPN, CAC and Microsoft Office and any other software used.
• Utilized Service IT trouble ticket system to track and complete calls.
• Extensive trouble shooting with Microsoft Office and Outlook.

Confidential

NOC Specialist

• Assigned to working with VIP customer and 5 Star Military personnel
• Monitor and trouble shoot all network issues
• Monitor and trouble shoot Email servers, DHCP servers, Domain Controlers, printer servers, on Siprnet and Niprnet
• Monitor and trouble shoot all routers and switches.
• Monitor and trouble shoot BES Blackberry server.
• Some of the Tools being used; Cisco Works, SMARTS, Net Ops, Zenprise, ITA Portal, NISO, Media Operation Manager (MOM), NetCop, 26 NOS Nipr Dash Board
• Monitor and trouble shoot VPN, and CAC card issues.
• Utilized Remedy trouble ticket system to track, escalate and complete calls.
• Manage user accounts through Active Directory and DRA.
• Remote tools used; SMS, Timbuktu, DameWare
• Extensive trouble shooting with Microsoft Office and Outlook.

Confidential, Arlington, VA

Lead Desktop Analyst

• Create images, test images and image PC’s and Laptops.
• Trouble shooting and resolving issues over the phone, remote access and in person.
• Trouble shoot and fix PC’s, Laptops and software issues.
• Configure and trouble Shoot printers, Scanners, Digital Assistants (PDA), Blackberry’s
• Manage user Email accounts in Active Directory and DRA.
• Configure and trouble shoot VPN, CAC and Microsoft Office and any other software used.
• Utilized Service IT trouble ticket system to track and complete calls.
• Extensive trouble shooting with Microsoft Office and Outlook.

Confidential, Arlington, VA

Assistant Manager/Queue Master Tier 1 Helpdesk

• Manage eighteen techs, manage the ticket queue to make sure tickets did not go over required matrix resolution time.
• Trouble shoot and resolve issues over the phone dealing with software applications, email, hardware and network issues.
• Manage user Email accounts in Active Directory and DRA.
• Configure and trouble shoot VPN, CAC and Microsoft Office and any other software used.
• Utilized Remedy trouble ticket system to track and complete calls.
• Extensive trouble shooting with Microsoft Office and Outlook.