PROFESSIONAL EXPERIENCE:

Confidential, Maryland

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, V A

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, Confidential, Configure Windows 8 and 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, Washington, DC

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.
• Analyse 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.

NOC Specialist

Confidential

• 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.

Lead Desktop Analyst

Confidential, VA

• 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.

Assistant Manager/Queue Master

Confidential, Confidential, VA

• 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 and 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.