OBJECTIVE:

• To obtain a cleared IT Support Specialist/Engineer position with a prospective company where desktop support & engineering, networking, and root cause analysis skills will be utilized and new abilities will be acquired which can provide the opportunity for personal growth and career advancement.

SKILL:

Microsoft Products & Tools: Licensing

Webroot: Active Directory

ESXi: Malwarebytes

Group Policy: vCenter

Backup Solutions: DNS

VMWare: Backup Exec

DHCP: Patch Management

Sonicwall: Adobe Products & Tools

SPAM Filters: Office 365

Terminal Services: Message Archiving

Basic network security/route/switch fundamentals: Exchange

Web Filters: PC and Server Hardware

AV: SAN solutions

PROFESSIONAL EXPERIENCE:

Managed Services Systems Engineer

Confidential, Cockeysville, MD

• Provided Tier I and II level support to over 40 Managed Services customers; performed problem recognition, research and isolation to help resolve hardware and software issues and recognized when to escalate the issues to the Tier III team for overall faster resolution timing.
• Diagnosed Windows issues, including Windows 7, 8.x, 10, Server 2008, Server 2012, and Server 2016.
• Created and managed user accounts; added, removed, and disabled users in both on - premises Active Directory environments as well as Azure Active directory environments
• Performed Directory Synchronization to push active directory updates from on premises to Office 365 Admin center
• Purchased and assigned Enterprise licenses in Office 365 Admin portal, built user and distribution exchange accounts, converted current mailboxes to shared mailboxes to free licenses.
• Managed folder redirection, automatically assigned printers and mapped shared drive folders in Group Policy Management Console
• Responsible for receiving newly purchased laptops and configuring them to operate on the client’s domain via vpn, installing and configuring all required software and applications
• Assigned and installed various Adobe licenses to clients in the Adobe admin center
• Performed monitoring and management (RMM), deployed NOC tools, pushed patches to client devices, ran scripts and generated various usage reports, performed remote desktop sessions using Continuum RMM.
• Performed in-depth analysis of client networks for vulnerabilities by running internal and external network scans using RapidFire Network Detective
• Ensured all client data was successfully backed up daily; configured and validated both onsite and cloud backups to Datto backup solutions and Intronis backup solutions
• Diagnosed and triaged basic VMWare issues as they arose (ILO, iDRAC and APC Powerchute)
• Interfaced directly with customers in person or via remote desktop to make sure their needs are being met and provide them superior customer experiences
• Understands client organizations including structure, business areas, and technologies used
• Tracked and resolved tickets, maintained organization with client information and sensitive data using ConnectWise ticketing system

Information Technology Technical Recruiter

Confidential, Hunt Valley, MD

• Identified and sourced technical candidates using a variety of strategies including local colleges and universities, referrals, careers fairs, job boards, internal database, etc.
• Completed thorough screening process, including detailed phone screen, in-person interviews, reference checks, and issue technical evaluation
• Coordinated meetings and interviews with candidates and clients
• Provided status updated to internal team on position and candidate progress
• Maintained excellent service level communication with candidates to gain candidate loyalty
• Managed candidates through the hiring process
• Met and exceeded weekly and monthly activity expectations

Desktop Support Engineer

Confidential, Augusta, GA

• Performed remote support with occasional onsite support of all network and user related issues for multiple Virginia College campuses located in Georgia, Florida, and South Carolina, resolving issues ranging from password resets to working with corporate network team as the onsite technician to resolve high priority network outages and projects, servicing a total of 3500 staff, faculty, and student users at any given time.
• Responded to trouble tickets submitted by user via remote desktop or desk side to diagnose, troubleshoot, and resolve application and hardware, printer and/or projector issues.
• Created, modified, and deleted user profiles, added and removed computers and objects, and edited groups using Forefront Identity Management software/Office 365.
• Created user email accounts using Exchange Management Console (EMC) and Office 365 admin center.
• Ran nightly backups and performed weekly restores for all full-time staff employees’ data using Datto backup solutions.
• Created user profiles and sets up user VoIP extension lines using Shoretel Director call management software and shorter 230 version VoIP phones.
• Managed all print jobs using Microsoft Server 2008 R2 Papercut Print Server
• Used AutoIT scripting tool to write and package scripts for automating windows software installation batch files that had to be installed manually on multiple devices (ex. QuickBooks)
• Managed assigned IP addresses and assigned new IP addresses to new devices using IP Plan
• Scheduled, configured and ensured proper operability of Video Teleconferencing equipment in conference room
• Used SCCM to image and reimage all faculty, staff and student computer devices using UEFI and Legacy boot options
• Updated and rewrote group policies in Group Policy management tool to automatically add printers and group folder access.
• Tracked, inventoried and ensured the proper use and functionality of 30 Microsoft Surface Pro 3 tablets, in total costing $38,000 at the Augusta campus.
• Participated in hardware and software reviews, made recommendations to supervisors on bugs and changes needing to be made.
• Maintained the security of the entire campus by ensuring the proper angles for all security cameras, and testing and maintaining all magnet locks and emergency panic buttons for all three campuses.
• Changed and tracks ticket status in SysAid trouble ticketing system

NOC Analyst

Confidential, Columbia, MD

• Resolved variety of tier 1, 2, and 3 device, application, and network issues presented per monitoring systems, physical inspection, and users
• Escalated to on-call personnel if unable to independently resolve Added computers to software groups in System Center Configuration Manager for software installation and patch updating
• Added ad removed users from distribution and security groups, locked and unlocked accounts, managed SharePoint permissions, locked and modified domains for various computers (Windows & Mac) using Active Directory Users & Computers.
• Added and removed computers from deployment groups in SCCM 2012 for application deployment (Blue Coat, Symantec VPN, various adobe versions, etc.), imaged both MAC and various windows-based devices ( Confidential, Surface Pro 3 & 4) using SCCM
• Assigned the task of configuring an in-office software test lab from decommissioned Windows laptops, worked with SCCM Administrator to conduct debugging and testing of newly packaged operating systems (Windows 10) and various software applications before pushing them out to clients.
• Added and removed user account access in JIRA
• Coordinated severe outage “SWAT” calls with on-call technicians and managers for outages and user notification
• Maintained enterprise backup system using Symantec NetBackup
• Conducted tape backups using Veritas Master.
• Resolved exchange issues with users on both Windows and Mac devices, as well as managed exchange accounts in the exchange management console (EMC)
• Configured, modified, and reset user VPN authentication tokens using Symantec VIP VPN application
• Created, troubleshot and disabled Skype for Business profiles using the Microsoft Lync Administration portal.
• Removed outgoing users from all distribution, security and Jira account groups, disabled badges, and ensured we retrieved company owned equipment.
• Configured and mapped printers for users
• Performed server vulnerability scans and reported findings to proper personnel
• Aided users in resolving network, application, and access issues
• Created, logged, and resolved tickets within proprietary in-house Merkle ticketing system

Desktop Deployment Technician

Confidential, Augusta, GA

• Provided daily support for all State of Georgia Agencies under the Confidential /IBM Georgia Enterprise Technology Services contract.
• Migrated State of Georgia desktops, laptops, and tablet computers from previous operating systems to Windows 7 from Windows XP using both USMT and manual processes
• Single handedly migrated an average of 25-40 Windows XP operating systems. to Windows 7 weekly
• Replaced bad parts in computers when necessary
• Mapped user's printers using both print server address and TCP/IP options
• Troubleshot installation issues and errors, guarantees local users 100% reliability and quality assurance with the work performed
• Backed up user data and email archives to external hard drives to transfer to Windows 7 without the worry of losing pertinent files and data
• Managed Active Directory Users and Computers to add, modify, and remove users and computers to unlock them and place them in the correct OU.
• Possessed the ability to work independently and complete the task at hand in a timely and professional manner

Desktop Support Technician

Confidential, Fort Gordon, GA

• Supported day to day operation for the Confidential, troubleshot system errors, user issues, and monitors connectivity with various remote Defense Messaging sites
• Served as team lead to migrate over 1,500 customers' emails to the Army's new address
• Created user accounts upon request for various remote sites around the world and maintained records of message activities
• Coordinated with various government and contractor parties to quickly and efficiently install, maintain and troubleshoot hardware and software concerns in a UNIX (Solaris 8/10, SCO 5) system environment
• Configured and Troubleshot Microsoft Lync connectivity errors and technical issues for local users
• Maintained and updated Windows Active Directory account administration (user distribution and security groups)
• Troubleshot user issues on both thin and thick client operating systems
• Tracked and resolved trouble tickets using HP SM7 and BMC Remedy trouble ticketing software
• Supervised and mentored 5 military personnel

Information Management Officer

Confidential

• Provided end user support for Microsoft Exchange; Resolved Microsoft Outlook and PST issues
• Maintained and modified user accounts, distribution and security groups
• Resolved Windows 2003 and 2008 Server, Windows XP, Windows Vista and Windows 7 desktop system issues
• Monitored systems for equipment failure or errors in performance
• Performed information security mechanisms to include detection and correction of viruses and other security vulnerabilities
• Received the blocked report for all computers who were missing required software patches and installed those patches to the system manually, maintaining a 99.9% reliability rate for all computer operating systems in my area of responsibility.
• Coordinated and resolved troubleshooting issues with 20 Military units prior to their deployment to ensure that they would have network capabilities when they arrive to theater
• Showed superior level of customer service skills, including end-user support experience; resolved and tracked trouble tickets using Remedy ticketing system
• Supervised and mentored 5 military personnel

Network Administrator

Confidential, Fort Meade, MD

• Provided technical support to over 400 Critical Source communication systems supporting National Intelligence Support Teams and Combatant Commanders during exercise, crisis and war
• Monitored, tracked and troubleshot critical router outages using HP Network Node Manager
• Maintained and accounted for 90 Critical COMSEC items with no discrepancies; accounted and maintained inventory of cryptographic fill devices
• Guided with installation, operation, and maintenance of both routers and cryptographic equipment
• Maintained professional customer service skills during end-user support
• Tracked and resolved trouble tickets using BMC Remedy trouble ticketing software