SUMMARY:

• Demonstrate ability to effectively communicate with various users and all levels of management, flexible team player with a winning attitude, proficiency utilizing computer applications and various LAN/WAN environment programs

TECHNICAL SKILLS:

SOFTWARE: Airwatch, Active Directory, BES Server, Windows 2007, Windows Vista, Windows XP, Windows 2000, Microsoft Access, Power Point, Word, Excel, MS Outlook, MS Exchange, Visio, McAfee Virus Scan, MS Office XP, 2007, and 2010, MS Internet Explorer, Remedy, Symantec Ghostcast Server, SMS Administrative Console, Remote Desktop Connection, Remedy, Ontrack Easy Recovery Version 6, Harris STAT Guardian Management Suite Client and Server Version 6.4, Retina Network Security Scanner Version 5.8, ActivCard Gold 3.0, and ActivClient 6.0, Adobe

HARDWARE: BM Compatible PC desktop and laptops, drivers of all types, NIC cards, CD - ROMs, Wireless cards, Hard drives, video cards, Motherboards and printers

EXPERIENCE:

Confidential

Mobile Support Technician

Responsibilities:

• Manage trouble tickets using the FBI designated corporate ticketing system.
• Administer MDM accounts directly related to the mobile device such in support of login
• Troubleshoot and resolve mobile device issues or problems with device hardware and software.
• Troubleshoot wireless carrier network services such as voice, data, Short Message Service (SMS), Multimedia Messaging Services (MMS), data tethering, mobile hot spot, management of carrier mobile telephone numbers between devices, etc.
• Provide the FBI EOC with Tier 2 and troubleshooting support to all enterprise mobile wireless devices located throughout the FBI enterprise.
• Provide input to design requirements associated with continued installation, integration, and testing of the smart phone information systems
• Assist the WCP with maintaining a reference library to include, but not limited to, creating end user tips and tricks, creating and responding to end user FAQs, providing input to FBI Standard Operating Procedures (SOPs) on the WCP intranet SharePoint site.
• Support the FBI in developing and maintaining all technical and procedural documentation pertaining to FBI designated mobile device configurations, technical support, processes, and procedures.
• Provide user familiarization and guidance for FBI designated mobile device functions as requested
• Escalate trouble tickets with the appropriate Tier 3 support when more advanced troubleshooting is required.
• Configure and enterprise enroll/activate FBI designated mobile devices with current FBI approved upgrades to device firmware, operating system patches and versions based on troubleshooting resolution and device reassignments.
• Assist with the enterprise smartphone refresh period by providing Tier 2 MDM support and enterprise deployment of FBI refresh smartphones
• Adhere to FBI property processes in accordance with FBI policy.
• Process replacement devices (seed stock) between vendor and end users as required.
• Provide basic and intermediate troubleshooting and problem resolution proficiencies in the following:
• Mobile Device Hardware from 'multiple vendors such as Apple, BlackBerry, Samsung, HTC, Motorola, etc. Mobile Device Software Operating Systems from multiple vendors such as iOS, Android, BlackBerry, Windows Mobile, etc. Corporate Enterprise MOM management software such as BlackBerry BES, AirWatch, etc.

Confidential

Technical Support Analyst #3

Confidential  

Technical Support Analyst #3

Confidential  

 Motor Vehicle Administrator

Confidential

Junior Systems Engineer

Confidential

LAN Support Technician# 3

Responsibilities:

• Directly supported National Protection and Programs Directorate a component with Department of Homeland Security Headquarters.
• Provided accurate and timely support for the client utilizing Remedy client software to create, track, and update all incidents and change requests. Ensured work was performed wfthin the Service Level Agreements.
• Provisioned support for local and remote users for all hardware and software systems, including connectivity, VPN, and remote desktop users.
• Performed routine hardware and software system installations, modifications, and upgrades.
• Analyzed and isolated unclassified computer hardware and software problems at the workstation, including OSS and SCIF support for Unclassified LAN.
• Encrypted all new laptops per regulation to maintain security coverage for users who planned to take equipment offsite after deployment.
• Installed, configured and troubleshot peripherals for users' unclassified workstations.
• Implemented solutions to incidents with customers' computers ranging from: minor same day fixes; hardware and software reinstallations; full computer reimages; or full computer replacements.
• Participated in PVG assessments to assist IT security in applying new IT security advancements including removing old security from systems, deploying new security software to systems not in compliance and manually updating/patching systems as necessary.
• Assisted users with air card and blackberry issues by repairing both hardware and software issues.
• Deployed replacement unclassified equipment including desktops, laptops, blackberries, air cards, pagers, and various other peripherals.
• Troubleshot network connectivity on site from users' configuration in order to assist with port activation in Lan rooms.
• Supported network printers by replacing necessary parts, upgrading firmware, resetting and configuring the for the network.
• Administered documents and desk side assistance for IT information requests, including software and hardware user questions.
• Aided IT leadership by prioritizing mission critical issues and assisting with organizing team efforts to effectively provide solutions to emergency incidents.
• Helped users reset domain and disk encryption passwords on site and remotely.
• Patiently and courteously, helps 2200 commission wide users solve a variety of network problems.
• This high level administrative help and primary support includes:
• Configuration of users TCP/IP, DNS, and WINS settings.Setup, management and modification of user accounts and profiles.
• Assisting users by installing software, drivers, and other computer devices.
• Permissions and administration for network files and folders.
• Creation of user and local groups, configuring laptops before they went out to users.
• Configuring Microsoft exchange settings along with creating personal folders
• Processing all trouble tickets through (ITSM)
• Configure and implement Remote Access Solutions (VPN, Citric, Wireless Cards)
• Maintain and trouble-shoot hardware and software problems.
• Maintain software inventory of all user computers including tracking of software licenses.
• Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.
• Setup and configure Ecopy machines with the Cannon Image Runner Printers.
• Setup and configure all types of network printers.
• Created and Managed User and Computer Accounts using Active Directory
• Created and Managed Network User and Computer Groups using Active Directory
• Created and Managed Email Distribution list on our Exchange Server
• Managed Users sharing and security rights on our File, Exchange, and Print Servers
• Created and Managed Blackberry Users Accounts on our Blackberry Enterprise Server
• Worked on and Repaired Dell laptops for all our 200 users on our network.
• Managed our Infrastructure Inventory for our IT Department
• Worked on and Repaired on all of our printers and projectors for AAMVA
• Provided Desktop, Server & Laptop Support for the Night Vision and Optic Directorate (NVESD)
• Repaired and maintained desktop, Compaq server and laptop computers.
• Scanned the workstation using Retina Network Security Scanner and ran patches When justified prior to adding the workstation to the domain.
• Provided back up help and managed the NVESD network support helpdesk As needed.
• Patiently and courteously, helped 1,200 government wide users solve a variety of Network and computer problems.
• Upgraded Windows 2000 systems to Windows XP professional using the Symantec
• Monitored and maintained the Siprnet Internet Protocol Network (SIPRNET)
• Prepared and configured workstations to add to the SIPRNET domain.
• Prepared and configured workstations and laptops to be used for the Apriva Common Access Card (CAC).
• Maintained computer names and user accounts to Microsoft Active Directory.
• Provided serve(and desktop software upgrades.
• Utilized VPN for client remote access.
• Provided remote diagnostic tool such as Systems Management Server (SMS) Console to solve problems.
• Ran Ontrack Easy Recovery to recover data on a corrupted/damaged hard drive.
• Utilize network monitoring tools to analyze the entire network environment on a daily Basis.
• Activated Blackberry model devices with desktop manager software.
• Configured users Army Knowledge Online (AKO) account to forward to their Night Vision e-mail account and publish their certificates to the Global Address List (GAL) Enabling them to send and receive digitally signed and encrypted emails.
• Tested Windows Vista computer for future deployment.
• Technical Tools: Went from Windows 2000 to Windows XP Professional to