SKILL:

• Remedy 6.3
• BMC Remedy 7.3
• 7.5
• 7.6
• Citrix 3.3
• Lion
• Leopard
• Snow Leopard MAC with the PC Environment
• Boot Camp
• MAC Ware
• CISCO VoIP
• Google Chrome
• Google Apps
• Go - To Assist
• Windows RDP
• Symantec PCAnywhere
• SMS
• Share Point 2003
• 2007 and 2010
• Windows 7 Enterprise and Business
• MS Exchange Server
• 2003
• 2007 and 2010
• MS Office 2010
• MS Windows for MAC
• MS Vista Home and Professional
• MS XP Edition
• MS Office Professional 2000
• 2003
• 2007
• Windows 98 2nd Edition
• Windows 2000
• Windows ME
• Windows 98
• Windows 95
• Haystack
• AutoCAD R13
• R14
• AutoCAD 2000
• 2002
• Visio 5.0
• CorelDraw 8
• 9 10
• Adobe Photo Deluxe 2.0 Adobe Photoshop 6.0
• 7.0
• 9
• XI
• Adobe Dreamweaver CS612.0.2
• Adobe Design
• SQL Query
• Cool Pro Edit
• Graphics Workshop 4.0 Professional
• Lotus 1-2-3
• Lotus Approach
• WordPerfect 5.1; 6.0
• DOS
• WordStar 6.0
• MS-Word 6.0;7.0
• MS-Excel 5.0;7.0
• MS-PowerPoint 4.0;7.0
• Windows NT
• 3.51;4.0;5.0
• Desktop Publishing
• MacDraw
• Harvard Graphics
• Paradox
• STaRs
• QUaSARs
• MS Access 2.0
• 7.0
• Oracle SQL * Report Writer V1.1 for the PC
• Lotus Notes 4.5
• Charisma
• MS Project 97
• MS Schedule 97
• MS Project 97
• Office 97 and Corel WordPerfect 2000
• Corel Presentation 2000
• Lotus SmartSuite 97
• Freelance Graphics
• Corel Quattro Pro
• Word Pro 97
• Approach
• MIL Standards
• Engineering Change Proposals
• Remedy
• HEAT
• Track It
• Magic
• VPN
• Juniper Networks
• Quest Active Roles
• Active Directory
• Timbuktu
• Net Sign
• JAVA based console troubleshoot tickets and Firefox 4
• 5 and 17.0.1
• Safari 5.1.7 for Windows
• Safari for Apple
• Internet Explorer 7
• 8 and 9.

PROFESSIONAL EXPERIENCE:

Computer Support Technician

Confidential

• Customer Support including blackberry support, RSA, WebEx, go-to-assist, citrix, safe boot.
• Maintain knowledge of the principles, methods, and techniques used in information system troubleshooting and support. Maintain knowledge of related hardware and software.
• Answer IT Support Phone Lines.
• Resolve Network Related Issues (Internet Connectivity, Printers, and Resource).
• Monitor and respond to hardware and software problems utilizing a variety of hardware and software testing tools and techniques.
• Install and configure applications software and related hardware (such as desktops, and related peripherals like printers, scanners, drives, monitors and video teleconferencing hardware).
• Provide technical support and training to end-users.
• Maintains current knowledge of relevant technology as assigned. Apply advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• New User Orientation and assist new users in completing the IT security paperwork.
• Manage user account through Active Directory (Unlock account, Password Reset, Update Information).
• Remote into user's workstation via SMS Tool or troubleshoot issues at the user's location.
• Create, document updates and resolve tickets using Remedy.
• Perform hardware evaluations and make recommendations based on evaluations.
• Ensure Service Level Agreement (SLA) scores are being met in all areas.
• Assist with tier two escalations of trouble tickets.
• Provide guidance and work leadership to less-experienced technicians.
• Participate in special projects as required.

Principal Support Technician

Confidential

• Ability to empathize with the customer while maintaining focus on resolving the problem quickly
• Attention to detail while documenting work performed on incidents, service requests, and change records
• Proven ability to effectively and efficiently research complex technical problems using the internet, written literature, and colleagues.
• Troubleshooting experience with one or more of the following applications: Microsoft Windows XP, Microsoft Windows 7, Microsoft Office Suite 2003, 2007, and 2010, Active Directory, Java, Internet Explorer, Dragon, Jaws, Magic, Safe boot, Remedy, Insight, Symantec Anti-Virus
• Strong written and verbal communication skills
• Understanding of the AIS applications we support at the USPTO
• EDAN, EAST, OACS, Fast, Palm, SSO, MPEP, Classification (CLASSOPS)
• Familiarity with USPTO OCIO policies and procedures
• Mentoring and team building expertise
• Experience using DOS commands for refreshing group policy, flushing DNS, and troubleshooting network (LAN and WAN) connectivity problems
• Perform work in support of virtual private networks, remote desktop protocol, and virtual machines using tools such as vital agent and VMware infrastructure client
• Experience with providing analysis and recommendations for information technology requirements
• Understanding of ITIL concepts and language
• Windows scripting

Help Desk Technician, Tier 2

Confidential

• Weekend Manager for the Service Desk, responsible for Technicians in the creation of tickets, ensures that the technicians are using the Knowledge Base. Maintain, create, and update hourly reports to ensure the FCR and SLA requirements are met. Responsible for determining when a CPN needs to be issued and provide the necessary verbiage for the investigation. Provide the initial procedures and maintain the restoration of the PM alert. Provide coaching/mentoring for a staff of 30 or more techs and the sole tech for the EBS team.
• Provided Windows 7 IT support to the Universal Laptop Beta Testers and Production staff for in house, Telework customers, PELP, PMPT, Patent/Trademark Attorneys, Judges, and other contract employees.
• Knowledge of over 200 Patent applications to include Unix/Linx based programs. Provide a first call-first resolution call center to minimize the need for escalation.
• Also provided one stop interaction for the customer in prompt resolution of incidents. Support the Tier II goals and initiatives for quick resolution of problems.
• Maintained a manageable record queue with a driving force for all technicians to assist in keeping record counts down to a minimum.
• Remote to Workstations, laptops, Virtual Machines using Remote Desktop with either IP addresses, or WS/Laptop ID’s. Remedy is the tracking/recording system used for all help/service and change requests.
• Responsible for uploading, revising, editing, and removing SharePoint documents
• Created, modified, and removed Share Point access for end users, contractors, and government personnel
• Tier I, and II remote and install applications, software, reboot WS/VM, add printers, faxes; create, delete and update user accounts, reset passwords and provide general help desk support to customers who work at home and in the offices.

Education Technician

Confidential

• Using word processing equipment types and maintains documentation of procedures that describe the various steps involved in assigned courses, including suggestions for changes to improve efficiency of MDL support, and serve as instructions and operating procedures for inter-department use by other staff members.
• Maintained data base of orders and inventory status, assigned course laboratory exercise procedures and instructions documentation, ingredients for reagents and solutions and the instruction of mixing and developing
• Created, edited and modified access database for new equipment
• Provided access database that were used cross reference MAC and PC equipment based the operating systems currently being used per department
• Maintained Excel spreadsheets for employees to include, hours, overtime, skill set, pay grade, and adding training needed.
• Researched, wrote, edited and proofreads more complex technical data for use in documents or sections of documents such as manuals, procedures and specifications to provide clients with information regarding technical areas in a less technical way. Reviews and revises documents prepared by others and coordinates the preparation of those materials for a completed product.
• Determined the scope and timeline of new documentation projects in order to plan projects. Leads and coordinates project plans, determines resources, etc. Ensures projects and products meet deadlines, quality standards and client needs.

Computer Support Specialist

Confidential

• Daily duties of the help desk included reporting/recording/tracking/trouble calls, prioritizing and assigning trouble calls, resolving and documenting trouble calls, and developing standard protocols.
• Responsible for providing expert consulting assistance to users in the evaluation of hardware, software and peripherals and assists users in the use of commercial software, and in the development of software applications.
• Worked in a Sharepoint environment.
• A vast knowledge of a wide range of computer techniques, requirements, methods, sources and procedures, from the federal, DoD and commercial sectors. In-depth knowledge of industry practices in personal computers design and configuration, telecommunications interfaces, and software applications.
• Wrote, organized, entered and compiled more complex online help files to support end users. Ensures documents and materials adhere to established standards and guidelines; recommends revisions to standards and guidelines. Performs quality assurance reviews and assists with documentation edits for deliverable documentation and program plans.
• Created, compiled, and delivered more complex system/software developmental documentation packages including, but not limited to narratives, logic diagrams, input and output samples, input preparation instructions, job setup information, etc., from technical project team inputs, system requirements analysis, system design specifications, technical system design, technical procedure development, configuration control requirements, test and training specifications, and programming notes. Provides feedback and input and helps craft documentation provided by others.
• Established and created style guidelines and standards for texts and illustrations to meet business needs.
• At an expert level, knowledge in the following areas: microcomputers/personal computer architecture and Windows operating systems, specifically Apple-Macintosh, IBM compatibles; standard peripherals (printers, plotters, scanners, etc); HEAT tracking system; microcomputer/ PC connectivity to Novell and Microsoft based LAN; data communications protocols (TCP-IP); Internet resources; software (word processing, spreadsheets, database management, and graphics), and standard programming languages (i.e. Microsoft products, and Access, etc).

Migration Specialist

Confidential

• Migrated and scanned files through remote access from various locations around the world. Complied trailing spaces spreadsheets in access for files that contained embedded spaces in the file names.
• Relocated files from smaller servers to a master server that was currently being built. Preformed file comparisons and updated daily reports on the status of scheduled migration.

Help Desk Technician

Confidential

• Responsible for updating network accounts, emails and information of customers and contractors through Microsoft Exchange and the network.
• Created customer profiles as well as responsible for the setup and mapping the customers at new workstation with permissions on the network. In charge of adding mapped workstations, printers, scanners, and other office equipment using Active Directory and network on a day to day basis which involves re-imaging systems.
• Configure Blackberries; resolve blackberry problems and blackberry desktop software issues. Configure laptops for training, workshops, weekly team meetings and presentations. Resolved problems on workstations and network issues through Track It ticket system and researched problems and worked with support teams to implement action plans to resolve issues and problems for customers.
• Deployed new workstations for customers, transfer profiles, relocate new workstations to other departments.
• Provided technical support in data recovery and software problems with profiles. Programs used are MS Outlook 2007, MS Office 2007, Windows XP, Java based Programs, Microsoft Internet Explorer 6.0/7.0, Active Directory, Track It, Magic, Symantec Norton Ghost, Microsoft Exchange 5.5-2003, Netsign, Adobe products, and Government developed software System.

MP Help Desk, Help Desk Support

Confidential

• Provided technical support to the Military Police based out of the Pentagon. Currently ran diagnostic test on the Centralized Operations Police Suite (COPS) Test system to find errors or update software installs.
• Managed user accounts to include password resets, research User ID’s update AKO email address’s, and located installation facilities.
• Set permissions to user account for the Military Police Reporting System (MPRS), Vehicle Registration System (VRS), Detainee Reporting System (DRS), and Army Corrections Information Systems (AGIS), only if accessed is needed. Submitted weekly and monthly reports to the client in reference to our call logs and emails based on our daily tickets entered into Remedy.

Network Technician I

Confidential

• Provided Help Desk support, including system/application monitoring and analysis.
• Researched user issues, questions, and problem identification, resolution, document and report production system incidents. Setup SMART Cards, install MS Office Applications. Install virus software. Develop and maintain related Standard Operating Procedures. Analyzed and completed data correction requests while providing other tasks as needed with minimal supervision.
• Broad knowledge of distributed/networked computer systems, computer platforms, operating systems, network protocols, and application processes. Ability to exercise proper judgment to select solutions for accuracy in implementing detailed solutions with minimal errors.
• Programs used are MS Outlook, MS Office 2003, Windows XP; Java based Programs, Microsoft Internet Explorer 6.0/7.0 and Troubleshoot Ticket System. Systems that are used are Dell system computers.