SUMMARY:

• To secure an entry - level position in help desk, technical support, user support, and computer operations by providing customer service satisfaction.
• Configured, troubleshoot, and administered networks.
• Installed of the Microsoft Office Suite.
• Installed, configured, troubleshoot, maintained and upgraded PC hardware and software.
• Designed Microsoft Windows 2000 Server for Active Directory and Network Security.
• Installed, configured, troubleshoot, Microsoft operating systems including DOS, Windows 9X, Windows 2000 Professional, Windows 2000 Server, and Windows XP.
• Configured and managed Network Infrastructure includes network protocols, and services such as DHCP, RRAS, IP ROUTING, and NAT.
• Designed Directory Services Infrastructure includes creating a forest plan, a domain plan, an organizational unit (OU) plan, and a site topology plan.
• Configured and managed Active Directory implementation plan, which includes planning a migration from Windows NT 4 directory services to Active Directory services and planning directory service synchronization with Active Directory.

PROFESSIONAL EXPERIENCE:

Confidential, MD

Help Desk Analyst Tier I

• Greeted end-users accordingly, by properly asking users their first/ last name, state, and the type of program of the FEMA/AFG application.
• Configure proxy server settings and/or escalating end-user to Tier 2 if a Firewall issue is occurring non-access for FEMA/AFG applicant’s ability of the web-based application.
• Provide end-users assistance to download, update, and /or maintain Adobe Acrobat Reader latest version along with Adobe Flash Player latest version for FEMA/AFG grants management tutorial.
• Install latest versions of web applications of Java JSP 1.6 or higher in order for the FEMA/AFG web-based application for access ability.
• Handle proficient telephone inquiries and capturing and/or disseminating information into a web-based In Contact Pro Agent ACD ticketing system.
• Ensure trouble-shooting hardware and software requirements of web browsers such as Internet Explorer and Netscape of latest version 4.0 or higher depending on the Operating System compatibility.
• Assist end-users of web browser settings to refresh every time the page is visited and then delete cache for FEMA/AFG web-based application issues and subject matter by supporting internal and/or external information of completion.
• Responsible to provide Tier 1 Helpdesk (Customer Care) support for Assistance to Fire Fighter Grants System (AFG). FEMA (Federal Emergency Management Agency) provides AFG grants directly to fire departments and non affiliated emergency medical services organizations to obtain critically needed equipment, protective gear, emergency vehicles, training and other resources needed to protect the public and emergency personnel from fire and related hazards.

Confidential, Alexandria, VA

Help Desk Analys t Tier I

• Greeted end-users accordingly, by using inbound call Unicenter service desk System and asking users their name, site ID (location), commercial number, and the application they’re using to assist them more efficiently.
• Confirmed, researched, and documented end-users information for Department of Defense (DOD) Network Security tool protocol using VPN, UNIX, and Access OS components before problem-solving, escalating, and/or transferring tickets to Organizations upon end-users ability to request.
• Established, maintained, and follow documented EDS/DMDC help desk procedures in a Windows XP Workstation environment along with Active Directory and services including Java scripts, Cisco, Oracle, and etc.
• Ensured that EDS/DMDC help desk support requests are addressed promptly and courteously, guiding end-users through corrective steps by administrating, configuring, and maintaining the issues of the problem to be solved.
• Assigned escalate and/or transfer tickets to appropriate organization prior for end-users request to be resolve properly.
• Provided status updates to organizations with open troubleshoot, install, configure, upgrades and/or maintain PC hardware and software applications, systems, or peripherals tickets. (Consumables, Devices, etc.)
• Assisted with the DOD Chip Identification Common Access Card (CAC) Distribution Technical Support Team.
• Assisted with setting up over 1,000 sites to deploy card creation stations using Server 2003, RAPIDS application as well as ensuring all Microsoft Applications did not interfere with the production of the Smart Cards.
• Responsible to secure DOD protocols and maintaining EDS/DMDC help desk Tier 1 procedures in a timely matter. By performing clear oral communication skills, specify end-users requests, and determining the status of the users ticket to a complete resolution.

Confidential, Washington, DC

Help Desk Technician

• Determined the exact nature of the fault from clients complaint and documenting solutions by uploading to the Microsoft spreadsheet application for IS support staff usage prior for project deadlines or answered clients inquiries regarding diagnostic software data to resolve problems.
• Entered commands and observe system functioning to verify correct operations and detect errors services such as RRAS, IP ROUTING, and etc.
• Installed and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications using Web 2.0, .Net, and SQL server applications. Analyzing the reasons for breakdown of the systems or peripherals (printers, scanners, modems, etc.)
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software EZACCESS Electronics discovery database (EDD).
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Responsible for maintaining quality and accuracy using EDD system in de-duping, indexing, browsing, converting, configuring, and by generate of loaded files in the format required for each unique projects.