SUMMARY:

• Striving towards becoming a skilled Help Desk Technician with skills providing PC and SharePoint technical support.
• Experience diagnosing, troubleshooting, and resolving client issues with hardware maintenance, installations, and upgrades.
• An articulate, flexible, and personable communicator with excellent skills in client and vendor relations.

TECHNICAL SKILLS:

• Patch/Security Management
• Active Directory
• Windows Server 2003/2008
• Microsoft Exchange 2007 SnagIt 9.0
• Adobe Acrobat Professional
• SharePoint 2010
• Windows XP/Vista/7/8
• MS Office 2007/2010 IE7/8/9/10
• Google Chrome
• Firefox
• Bomgar
• WebEx Corporate
• LogMe In Remote
• Win7 Migration TCP/IP
• Networking
• Kentico
• Project Management
• Vendor Management
• Remedy
• Office 365
• SCCM
• Salesforce
• Peoplesoft
• RSA SecurID
• McAfee Endpoint Encryption (Safeboot)
• Microsoft VDI
• VMware
• Citrix
• Remote Access on Mobile Devices and Macs
• Managing RSA SecurID Tokens
• Remote Assistance
• Remote Desktop
• TRC PIV Tool
• AirWatch
• Cisco VPN
• DOJ Connect VPN
• Cisco AnyConnect - RegEdit
• Symantec Endpoint Encryption

EXPERIENCE:

Confidential, Washington DC

Proprietary Systems Specialist

Responsibilities:

• Responsible for troubleshooting various printer, scanner, and fax issues associated with Department of Justice multifunction machines. (HP, Ricoh, Canon, Konica, Brother, & Lexmark)
• Responsible for firmware installation and updates for multifunction machines throughout the Department of Justice. (HP, Ricoh, Canon, Konica, Brother, & Lexmark)
• Responsible for installing and removing multifunction machines to and from the Department of Justice network using the multifunction machine’s admin web-console in conjunction with Microsoft Management Console. (HP, Ricoh, Canon, Konica, Brother, & Lexmark)
• Responsible for Reserving and assigning Static IP Addresses for Department of Justice Laptops, Desktops, and Multifunction Printers via Microsoft Management Console.
• Responsible for testing and submitting new hardware /software and device driver packages for use on Department of Justice workstations via Whatchanged app, Windows test workstation (Win 7 / Win 10), and vendor websites.
• Responsible for providing desk side support assistance with advanced issues that Tier 1 & Tier 2 may have issues with solving. I.E. software / hardware issues, printer issues, IP Address issues, etc. (Windows 7 / 10)

Confidential, Rockville MD

Proprietary Systems Specialist

• Responsible for monitoring alerts associated with various systems and servers throughout the Department of Justice Data Center. (Xymon; JUTNET; ProofPoint; IOSC Scheduled Task; vRanger Backup & Replication Jobs; EMS; SCOM; SuperUser AIX Alerts; BMC Alerts; UFMS Patrol; AutomationIOC/DAL Alerts Systems/Folders)
• Responsible for daily monitoring of the I.T. service desk inbox.
• Responsible for the creation, completion, distribution, and escalation of all incoming service desk e-mails via Remedy ticketing software.
• Provide end user support for Citrix Remote services and Citrix databases using Citrix Xen Apps.
• Provide phone support for users in the area of file servers, system anomalies, emails, directories, and Windows programs.
• Assist users with troubleshooting Microsoft Outlook 2010 and the Microsoft Office 2010 Suite.
• First point of contact for troubleshooting hardware/software PC (Windows 7 / Windows 8 & 8.1 / Windows 10), printer, and mobile device problems both on-site and over the phone.
• Assist both local and remote users with troubleshooting HP Laptop and Dell Workstation issues.
• Responsible for assisting users with caching PIV Card credentials using both Symantec Endpoint Encryption and Symantec Administrator Client.
• Provide end user support to users using government issued smartphones and tablet devices (IOS/Android).
• Assist smartphone users with passcode changes, device unlocks, and software application pushes using the AirWatch Console.
• Managed User accounts by enabling, re-enabling, unlocking, and password reset functions via Active Directory.
• Provide end users remote assistance using IBM Tivoli TRC and Bomgar Remote Support.
• Responsible for conducting approved software installs via RDP.
• Responsible for the distribution and troubleshooting of RSA token key fobs as well as RSA software tokens for remote users via the RSA Console.
• Assist users with client issued proprietary databases, software, and software configuration.
• Provides expertise, guidance, and assistance in managing the development, administration, and evaluation of comprehensive security plans, programs, policies, and procedures for safeguarding personnel, property, information, operations, material, and automated information.

Confidential, Suitland MD

Service Desk Analyst Tier

• Provide end user support for VDI and Citrix databases.
• Managed User accounts, re-enabling, unlocking, and password reset functions in Active Directory.
• Removing, adding, and modifying email lists and users in Group Policy Objects.
• Associating applications and privileges to users through Active Directory and SCCM.
• Provide detailed tickets through the Remedy ticketing system.
• Performing basic troubleshooting issues with desktops, printers, laptops, and voice over IP phones (Windows 7).
• Report cases for missing government properties laptops, mobile devices, accessories, etc.
• Coordinate with all IT support to ensure availability of any IT resource whenever needed, monitor progress, ensure compliance with all IT and Federal security policies and communicate current status to all members of the team, including senior management.
• Enforced IT security principles, methods and tools.
• Evaluated and defined IT security requirements, while maintaining IT systems security documentation and facilitating the implementation of Bureau-wide standard IT practices and processes.
• Handled project fault resolution within an enterprise environment, including system crashes, performance degradation and data recoveries. Engaged and tracked VIP issues with precise documentation, resolution, and closure of trouble tickets.
• Daily System administration in a Windows environment, user account creation, backup/restoring data, and providing advanced tier I support to system users. SCCM, Active Directory, ConsoleOne, ITSM7, and VDI.

Confidential, Largo MD

UMUC Tier 1 Helpdesk Analyst/ Back-Up Command Center Analyst

• Responsible for the supervision of the 20+ tier 1 helpdesk agents.
• Required to monitor the helpdesk staff’s time and attendance, service tickets, and daily work responsibilities.
• Provide around the clock assistance to tier 1 helpdesk agents when they need assistance with troubleshooting complex issues that may arise while servicing faculty members, students, and staff members of the university.
• Responsible for assist the tier 2 helpdesk with monitoring and troubleshooting complicated escalation service tickets.
• Responsible for monitoring and reporting system outages the moment they occur.
• Required to respond to, and assign, all incoming email and web related service tickets to the helpdesk staff.
• Call Center Technician providing Confidential at University of Maryland University College 24-7 / 365 technical assistance via email, phone and online chat supporting more than 90,000 Faculty, Staff and students (Stateside and Overseas).
• Track incoming inquires within Salesforce tracking system.
• Supply general knowledge to clients and provide technical support for websites and programs used by the University.
• Assist customers remotely ensuring that their systems are up to par to fully utilize UMUC’s Learning Management tools for online and hybrid classes.
• Support Students/Faculty and Staff systems using Windows (XP, Vista, 7 and 8), Mac (Tiger, Leopard, Snow Leopard and Mountain Lion) and mobile devices such as Blackberry, Android, iPhone and iPads.
• Troubleshoot and offer technical support for Microsoft Office, Java, Adobe and Internet Browsers such as Internet Explorer, Firefox, Google Chrome and Safari.
• Experienced in fast paced-high call and chat volumes. Able to touch-type and enter detailed information in the trouble ticketing system while interacting with customers telephonically. Able to close out cases and have follow-up emails sent to customers before the end of the call.
• Excelled with client Service Level Agreements and Key Performance Indicators exceeding standards.
• Follow up with customers before closing out cases ensuring optimum customer service.

Confidential, Washington DC

Windows 7 Migration Technician

• Maintain and support corporate standard Operating System build process
• Deployed Windows 7 and applications via SCCM
• Surveyed PC and applications for Windows 7 compatibility issues as well as gather any unique hardware, application, and software requirements
• Backup end user data and migrate applications
• Provide end user support post migration
• Install and configure COTS applications

Confidential, Falls Church VA

Technical Support

• Perform internet research on a broad range of subjects
• Provide SharePoint 2013 end user support
• Perform basic telesales and schedule appointments
• Assist with the design, migration and updates of Kentico websites
• Support Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance and Data Loss Prevention

Confidential

Windows 7 Migration Technician

• Maintain and support corporate standard Operating System build process
• Surveyed PC and applications for Windows 7 compatibility issues as well as gather any unique hardware, application, and software requirements
• Backup end user data and migrate applications
• Provide end user support post migration
• Install and configure COTS applications

Confidential, Reston VA

Mail Clerk

• Responsible for overseeing the performance and workload of two mail clerks.
• Responsible for ensuring the proper receiving, sorting, and distribution of incoming, outgoing, inter office, international and accountable mail using the Computer Assisted Mail Sorting System (CAMSS).
• Responsible for servicing multiple copy machines throughout the office building i.e. changing toner and fixing paper jams.
• Responsible for running copies and delivering copies to all of the clients who utilize the services of the copy center.
• Responsible for boxed copy paper distribution and storage for the entire Waterfront location.