TECHNICAL SKILLS

• Fast learner, able to manage multiple tasks, creative team member, problem solver, and well - organized
• Possess a high degree of attention to detail, professionalism, discipline, and excellent response time(s)
• Workstation and laptop troubleshooting, installation and system hardening of Microsoft Operating Systems
• Excellent SOHO network troubleshooting skills using the 7 Layer OSI Reference Model
• Over 7 + years of proficiency setting up, troubleshooting, analyzing various networks, LANs, WANs, DHCP, DNS, TCP/IP, VPN cutting and crimping Ethernet cable of various types (i.e. Cat 1 - 6e cable)
• Accurately document, update, and maintain hardware installation records and logs within ITSMs
• Experienced Android, iOS, and Windows Mobile end-user
• Use of SCCM 2007/2012 and Pre-boot Execution Environment (PXE) for pushing out desktop and laptop computer images to all desktops and workstations
• Excellent troubleshooting experience on: Windows XP, 7, 8, 10 along with Microsoft Office 2003-2016 suites
• Experienced with imaging machines using Norton Ghost, CloneZilla, Acronis True Image and MDT software deployments
• 5 + years of Remedy, Service Now, and HP Service Manager ITSM ticketing system experience
• Experience with rack and stacking in data centers
• Familiarity with asset management tracking
• Microsoft Active Directory (Revocation, assignment, account lockouts)
• TPAM checkout and approval requests for domain admin credential issuance
• DoD Secret Security Clearance (inactive)
• 5+ years experienced PC Refresh Technician (aka. Break and fix)

EXPERIENCE

End User Computer Support Technician | PC Refresh-Installs

• PC Refresh (installation and setup) notebooks, desktops, docking stations, mouse, keyboards
• Migrated Systems (data backup / restoration) and OS upgrades (Windows 98, XP, 2000, Vista, 7, 8, 10)
• Installed software system updates (i.e. Group policies, hardware drivers, BIOS)
• Troubleshot/diagnosed hardware: internal (motherboards, RAM, motherboard) and external (screens, keyboards, touch pad) components for replacements
• Active Directory (new hire staging, account setup, account revocation, password resets)
• Tagged and pushed out encryption to workstations and notebook machines via the McAfee ePO server
• Managed equipment, hardware de-installations (packing/labeling) for return to corporate for reuse or spare parts
• Managed software de-installations (uninstallation of software)
• Used SCCM (aka. Software Configuration Manager) software installation
• Account activation & password reset via Active Directory (i.e. Staging OU vs. Employee OU)
• Installed Dell Precision and Latitude M and E series laptop and desktop systems
• Supported over 2000 end users, including executive end users within the corporate environment
• Monitored and tracked assets within the asset management system (i.e. Software and equipment entitlements)
• Ordered and shipped replacement assets and peripherals to off-site clients
• Installed network peripherals, MDF UPS units, PC peripherals (i.e. Docking stations, dual monitors, keyboards)
• Shipped and mailed back de-installed assets to company headquarters via tracking system
• Used HP Service Manager ITSM for tracking and resolving requests and incidents
• Re-image laptops and desktop systems using SCCM/MDT provisioned for both UEFI and Legacy boot standard
• Respond to off-site and on-site incident requests (i.e. New hires, server backups, equipment moves)
• Setup VPN connection using the Cisco AnyConnect client
• Tagged, encrypted, and decrypted laptop and desktop assets using McAfee EPO
• Troubleshot and diagnosed network and local printer issues
• Performed backup services of all assets via shared network storage and internally secure cloud-based solutions
• Hosted and attended WebEx and Skype meetings for IS support
• Installed and managed Cisco IP Phone models 7945
• MS Office 2007-2016 troubleshooting on Outlook, Word, Excel, PowerPoint, Communicator, and Skype
• Provisioned mobile devices via MDM XenMobile 10 Enterprise Enrollment for Android and IOS devices
• Rendered resolution support via LogMeIn Rescue remote desktop
• Managed IS equipment relocation projects and coordinated the vendor pickup of e-waste
• Used Malwarebytes to scan and remove malicious malware and Trojan Horses from end users’ assets

Environments: MS Windows 7, LAN, WAN, Apple iPhone 4-6s, New iPad, iPad Air, MS Windows 10, Windows PowerShell, Windows Server 2012, TPAM, Cisco AnyConnect, McAfee ePo, XenMobile v. 10, TPAM, Autonomy PCBackup v. 8.6.2.4

Buchanan Technologies | Dedicated On-Site IT Field Technician

• Traveled between client sites providing IT hardware and network support
• Used BMC Remedy ITSM to create, assign, resolve, and close numerous client-based tickets
• Coordinated, ordered, and contracted vendors for equipment repair and replacement within the clients’ workplace
• Installed, configured, and secured multiple dual band SOHO routers, access points, and Verizon Airlink network devices using CAT5 cabling, SFPs and Fiber Optics
• Operated, analyze, and troubleshoot ADP (CDK Drive) software throughout multiple locations
• Troubleshot and configured Ricoh, Kycocera, and ADP LaserJet printers
• Troubleshoot and repaired MPLS switches and circuits within the MDF and IDF on-site infrastructure
• Troubleshoot and repaired Apple mobile products to include iPhones AirPrint Servers (i.e. Lantronix)
• Used Windows Pre-installation Environment (Win PE) to install Windows 7 via ImageX
• Mapped, built, and configured an enterprise network infrastructure via MDF and Cisco Switches
• Troubleshoot and configured NEC commercial display pylons
• Used Pre-boot Execution Environment (PXE) for image pushes to all Dell corporate desktop computers over the LAN via TCP/IP, and DHCP
• Troubleshoot and resolved issues found within client-based CRM and GRM business applications
• Imaged and applied critical Windows 7 updates to Dell 3020s and 7010 desktop PCs
• Installed Windows 8 and Windows 10 into a virtualization environment for deployment testing
• Troubleshoot and resolved client car wash kiosk machines
• Used Windows PowerShell for starting an executable with parameters
• Used Windows Server 2012 to setup domain controllers and SCCM 2007 for workstation image project

Environments: Windows PE, ImageX, LAN, WAN, Cat5e-Cat6 cable, Fiber 10Base-SR, Cisco 2461 switches, Apple iPhone 4-5s, New iPad, iPad Air, Lantronix X Print Server Business Edition, MS Windows 7, MS Windows 8, MS Windows 10, Windows PowerShell, Windows Server 2012, PXE, CloneZilla, VM Airwatch

Remote/On-site IT Field Technician

• Used Bomgar to remotely manage, provided workstation, and mobile support for clients
• Performed system removal all viruses, malware, spam from client system(s) using Kaspersky Internet Security 2014 edition and Microsoft Security Essentials
• Possess excellent written and verbal communication skills
• Trained IT professionals on IS threats to include: IS awareness, social engineering, IRP and procedures, end user anti-spam techniques along with common security policies (i.e. Acceptable use policies, due care, need-to-know, account expiration, and destruction or disposal of equipment, media, and printouts)
• Escalated and maintained all logs (i.e. Shift logs) of cyber threat issues using the Remedy ticketing software
• Installed anti-virus software to include: McAfee, Norton, Kaspersky Internet Security 2013 edition
• Provided on-site system hardening support for workstation and notebook
• Analyzed client SOHO networks for network weaknesses contributing to network vulnerabilities
• Replaced bad desktop, NAS, and notebook hard disks, solid state drives, optical drives, ram, and screens
• Performed backup on a client’s system via image clone, incremental, full and differential backup support
• Setup and maintained Uninterrupted Power Supply (UPS) systems for SOHO clients
• Performed internal and external network and workstation maintenance
• Upgraded client’s network hardware infrastructure (i.e. DOCSIS 3.0 modem, IEEE 802.11ac standards)
• Received 100% satisfaction for work performed with multiple referrals from clients
• Used Darik’s Boot &Nuke and multiple KVM devices to conduct DoD 5220.22-M hard disk wipes
• Repaired and imaged Dell Notebook and desktop models to include: Dell Latitude E6500, Dell Latitude 6430u, Optiplex 780, Optiplex 380, Optiplex 3020, Dell Latitude E6520, and Dell Latitude E4310
• Wiped, imaged, and prepared over 72 old Dell notebook systems for the donation to a location middle school
• Refreshed/installed 150 workstations onto the company’s domain using via access to the IDF closet
• Heavily focused on customer service and customer satisfaction

Environments: Intel Pentium Processors, Dell Workstations, Dell Notebooks, Dell, Docking Stations, Windows Command Prompt, CiscoAnyConnect VPN, Microsoft Office 2010, Microsoft Windows 7, MS Active Directory, LAN, WAN, Cisco Switches, 110 punch block, Ethernet Cat5e-Cat6 cable, Derik’s Boot & Nuke, Norton Ghost, and Acronis True Image 2014-2015, CloneZilla; PC Refresh/Break/Fix

IT Security | Console Operator

• Tracked incoming and outgoing calls via Private Branch Exchange lines (PBX)
• Updated electronic ticket requests, mainframes, and customer data files
• Handled multiple client accounts
• Troubleshoot tasks in accordance to work order priority
• Updated time cards using basic arithmetic, subtraction, and division formulas within Excel Spreadsheet
• Provided remote desktop support to customers via phone system (aka. POTS)

Environments: Windows XP, MS Excel Spreadsheet, Remedy, SOCKS, Citrix, Lenovo, Windows Active Directory, Token Key Generator, LoJack Laptop Tracking

Field Operations Supervisor | Trainer | Fire Support Specialist

• Managed 60+ employees (team leaders and members) within both administrative and field environments
• Multitask efficiently and diligently resulting in efficient early task completion(s) and promotion(s)
• Maintained a DoD Secret Clearance
• Efficiently prioritized tasks while servicing workstations and desktop equipment
• Appointed as physical security representative for the unit’s intelligence department
• Strong data entry, logging, analyzing, and telephone skills
• Effectively managed over 5.2 million dollars of sensitive, government equipment
• Trained personnel on government operational security procedures, operating government networks, observation equipment, vehicles, computer initialization and utilization
• Set-up surveillance and monitoring systems in Operation Iraqi Freedom
• Established balanced teams to complete task(s) efficiently and effectively