SUMMARY:

• Possess more than twenty years of progressive IT experience and LAN Administration, providing all levels of hardware and software support. Fully committed to complete customer satisfaction, and able to work well under pressure, both independently and as a member of a team, in a fast - paced environment.

TECHNICAL SKILLS:

Operating Systems: DOS Windows 3.1 Windows for Work Groups 3.11 Windows 95 Windows 98 Windows NT Windows 2000 Windows XP Windows Vista Windows 7 Windows 8 Windows 10

Software: Adobe Acrobat Corel Suites CA Enterprise Management Solutions DR PACS Eudora, Ghost Laplink Lotus 123 Lotus Notes McAfee Antivirus Microsoft Office Suite Norton Oracle 9i PC Anywhere Quattro Pro Remedy RMS SMS Word Perfect Heat SCCM

PROFESSIONAL EXPERIENCE:

Senior Application Support Technician

Confidential, Tysons Corner, VA

• Senior Application Support Technician for Confidential responsible for supporting internal clients and foreign Government entities via telephone or remote desktop; assisted with the configuration, installation and troubleshooting of Firefox and Thunderbird to facilitate the communication and exchange of information via a secure environment and maintained the documentation to support it. Used Heat as call-tracking software.

Operation Analyst

Confidential, Tysons Corner, VA

• Operations Analyst for Confidential; provide daily, weekly, monthly, quarterly and annual reports to Confidential Managements to track and document the service contract performance.
• Performs QA on a daily bases to all the different applications and records changes for management use.
• Uses Avaya, Heat, Access and Excel to pull data and create reports showing the day to day operation of the Application and Service Desk; updated and standardized all the different reports.

Senior Application Support Technician

Confidential, Tysons Corner, VA

• Senior Application Support Technician for Confidential; responsible for supporting internal clients and foreign Government entities via telephone or remote desktop; assisted with the configuration, installation and troubleshooting of Firefox and Thunderbird to facilitate the communication and exchange of information via a secure environment and maintained the documentation to support it. Used Heat as call-tracking software.

Senior Desktop Technician

Confidential, Tysons Corner, VA

• Senior Desktop Technician for Confidential; responsibilities included the normal day to day operations of an organization service desk to included using SCCM to troubleshoot hardware and software issues with remote PC’s and to push various other software’s, worked closely with the SCCM Administrator to mediate PC connectivity issues; created, modified and deleted user accounts in AD; deployed a group of research units in a separate neutral environment, also supported and deployed smart phones.
• Used Heat as call-tracking software.

Senior Desktop Technician

Confidential, Baltimore, MD

• Responsibilities involve all functions related to maintaining, updating, upgrading, trouble-shooting and repair of PC and peripherals, including the loading of the city- approved image on new PC’s, as well as manually installing the OS and approved applications in Windows XP units, new unit deployment, user data transfer, local and network printers setup and resolving printer issues.
• Within 6 weeks of employment, I had resolved the backlog of over 60 open requests in the service queue at the Health Department going as far back as eight month and systematically brought it down to a manageable level via remote connections and site visits.
• Help System Administrators with the Backup Server and retrieving of backup tapes and help managed the Print Server by trouble-shooting network printer issues.
• As of January of 2013 have additional tasks; as a member of the Account Creation Team, created, modified and deleted user accounts in AD and/or Exchange 2012; also as a member of the Image Creation Team which uses Windows Server Update Services, have the responsibility for creating, modifying, uploading and updating City and Agencies approved images for different hardware and peripherals. Also, I have used OTRS as call-tracking software and currently FootPrints.

Senior Desktop Engineer

Confidential, Fort Belvoir, VA

• Responsible for IT support at the Confidential, including all hardware and software issues. Manage users and PCs accounts in Active Directory Organizational Unit and System Center Configuration Manager Console (SCCM).
• Fulfill the Information Assurance Department request, among others, site and equipment certification, compliance and resolution of vulnerabilities.
• Provide training and guidance to end users in the area of managing their email database and archives; also with document creation or custom settings in Microsoft Office Suite and Acrobat.
• Provide assistance to the Operations Manager in the area of equipment purchase and life cycle management, contracting and IT budgeting and participate in planning meetings with architects and designers for the future building of the Museum.

Tier II Helpdesk Engineer

Confidential, Fort Belvoir, VA

• Provided telephone support at the Fort Belvoir Directorate of Information Management Helpdesk; used System Management Server (SMS) to remotely connect to trouble PCs in order to resolve software problems and/or user custom settings and other application related issues.
• Mentored other team members in the proper documentation and routing of Remedy tickets and client problem resolution.
• In order to resolve critical PC and/or Network issues, worked with Help Desk, Server, Network or other department team members.

Executive Support Consultant

Confidential, Washington, DC

• Provided desktop support to VIP’s at the Office of the Under Secretary of the Office of Science at the Department Of Energy; which included all IT hardware and software related issues. Responsibilities included setting up and troubleshooting Video Teleconference Connections (VTC) and necessary equipment for Department conferences and meetings. Updated critical Microsoft patches and Symantec virus definitions when PCs failed to communicate with Windows Server Update Services (WSUS) server; troubleshoot and remedy connectivity issues with such server.
• Used Microsoft Baseline Security Analyzer to identify and resolve any vulnerability; which included Laptop data integrity and security. Resolved long standing connectivity issues with the Image server (Ghosting unit).
• Helped end users’ manage their email database and archives, and with any document related issues in Microsoft Office Suite, Acrobat and OmniPage.
• Used System Management Server (SMS) for remote support, diagnostic and resolution of PC related issues; and used iET Applix software for ticket tracking and resolution purposes.

LAN Service Specialist

Confidential, Washington, DC

• Maintained, upgraded and monitored the Primary Domain Controller, Backup Domain Controller and Backup server, among others.
• Created and maintained Domain user accounts and established users’ rights and privileges.
• Acted as the liaison between the Hospital and Corporate Office IT Department for all Lotus Notes, Kronos and AS400 related issue.
• As my primary responsibility performed Tier II technical support to resolve complicated operating problems on Desktop’s and Servers. Supported and maintained approximately 150 PCs running Windows NT, 98, 2000 and XP.
• Used CA Unicenter Suite to connect to remote PCs. Assisted in the creation, modification and updating of departmental critical databases. Was a recipient of the Hospital Star Performer award (September 2003) for outstanding customer support.

PC Support Specialist

Confidential, Washington, DC

• As a Help Desk technician, dealt with the normal operations of a call center and was the lead technician for the testing and deployment of all new hardware and software; including the creation of Ghost images for different hardware and Departments; also, participated in the deployment and inventory of new PCs.
• Provided support to the Administration Executive Officers. Also took the responsibility of mentoring junior Help Desk technicians in all aspects of the IT Department operations.
• Was the lead technician for researching, fixings and lead a team of Helpdesk members for virus infections cleanup.
• Researched solutions and fixes to chronic software and hardware related problems.
• For ticket tracking purposes used Lotus Notes TTS software.

Service Manager

Confidential, Rockville, MD

• Managed five technicians and all the different aspects of the Service Department for a Small Office Products Retailer, which included spare parts inventory, keeping track of manufacturer’s warranties, customer’s wants and needs.
• Product specialist for all aspects of Personal Computer and IBM, HP, Canon and Brother printers; included inspecting, servicing and performing general repairing and upgrading on PCs hardware and software; repaired word processors, copiers, faxes and typewriters of different manufacturers.

Owner Manager

Confidential, College Park, MD

• Since 1989 built, maintained, repaired, and upgraded personal computers; specialized in building custom PC systems and specialized software installations according to client specifications and/or manufacturers specifications.
• Configured, installed, maintained and supported small to medium LAN’s.
• Troubleshoot and repaired word processors, copiers, faxes and typewriters of different manufacturers.