TECHNICAL SKILLS:

Operating Systems (OS): Windows Vista, XP, 7, 8, 365, Apple OS

Software Applications: Symantec and McAfee Virus Scan Remedy, Novell IManager Tivoli Bigfix SAP Citrix Microsoft Office Suites SharePoint 2013 Exchange/Outlook All major browsers Lotus Notes

Active Directory: All account activities GPO Policies and permissions

Hardware: PC Peripherals Printers, Scanners Blackberry PDA s

Security: HSPD - 12 Credential Enrollments Personal Identify Verification (PIV) Public Key Infrastructure (PKI) Personal Identify Verification Mobile Access Network (PIVMAN) Security Operation Center (SOC) Biometric equipments

Mobile Devices: IPhone, Android, Samsung Windows Mobile Tablets Apple Mobile Tablets Samsung Mobile Tablets VoIP Video Telecommunication Conference (VTC)

Virtualization: VMware (vSphere, vCenter, vMotion) Partitions Hyper - V NAS and SAN ESXi Microsoft Application Virtualization

Networking: Cisco routers, switches, hubs, servers, DNS, DHCP, TCP/IP Dell and HP servers (2003 R2, 2008 R2, 2012 R2) SCCM, VPN, SCOM Server clustering Distributed File System (DFS) Demilitarized Zone (DMZ) Forefront Unified Access Gateway (UAG) Microsoft Deployment Tools (MDT). LAN, MAN, WAN IIS and Web Application Server Network Operation Center (NOC)

Deployment Migration: Window XP, 7, and 8 File Transfer Deployment recovery Server and install configuration

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Engineer

Responsibilities:

• I was responsible for providing new and maintaining the current Windows and Macintosh workstation images.
• Responsibilities Include: Build, maintain, and support a base image for workstations including OS, drivers and software packages utilized by all business partners.
• Escalation point for Managed Workstation issues or end user tickets.
• Monitor and utilize the service desk ticketing system to resolve client issues in a timely manner.
• Identify trends in reoccurring tickets and focus on resolving globally. Target automated or scripted fixes instead of manual one-offs.
• Create and maintain processes and documents pertaining to the managed workstation environment.
• Lead packages through the Software Introduction. Process, ensure standard processes are followed and documented, and troubleshoot issues with the packaging process.
• Assist Managed Workstation Engineers as time allows for improvements to the workstation base image.
• Recommend and provide tools to support the managed environment for tier two support personnel and software repackaging/sequencing.
• Strong understanding and ability to use the following SCCM. Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA).
• Current desktop images include XP, Win7 and MAC OS
• The use of SeviceNow for all Incident/Problem/Change records
• Serves as liaison with clients, participating in meetings to ensure client needs are met
• I us Citrix when I have to install software for user, I also us Citrix to remote in users PCs or laptops.
• AD experience troubleshooting workstation/user policies
• Strong Group Policy experience

Confidential, Sterling, VA

Deployment Specialist III

Responsibilities:

• As part of my duties in the workstation and server architecture design in Windows environment.
• Experience with Microsoft operating systems (Windows Server 2003, Server 2008, XP, and 7) and MS-office suite (Word, Power Point and Excel).
• Experience with workstation deployment (installation/configuration) and OS migration.
• Experience in delivering technical training to end users on software applications and hardware support in a classroom and/or one-on-one setting.
• Experience with developing training documentation lesson plans, procedures, reports.
• Network Attached Storage and Virtual Server envinroments.
• Software with hardware Quality Assurance (QA) and troubleshooting.
• Build and configure servers, the products that we used is NetApp.
• My role was to configure the SANS, as setup the server in house we would deploy it out to the Consulates and Embassies around the world.
• Deployment of new Windows based computer systems to replace existing systems.
• Assist with the design, installation and support of server hardware, including staging, configuration, and remote administration, utilizing VMWare, Network Attached Storage (Data OnTap), and Windows Server 2008.
• Troubleshoot/resolve/document any issues/problems during the deployment and provide excellent customer service to clients at all levels within the organization during the entire process.

Confidential, Woodbridge, VA

System Administrator / Network Administrator

Responsibilities:

• Supported users in Active Directory; creating accounts and modifying permissions, GPO, adding workstations to the domain.
• Managed the servers from physical to virtual hardware; configured SAN, and backup and recovery data; supported multiple locations.
• Performed location moves, add/change requests as requested by end users
• Used VMware to monitor and establish shared partitions for multiple OS operating systems and drive configurations.
• I us Citrix when I have to install software for user, I also us Citrix to remote in users PCs or laptops.
• Using Microsoft App Virtualization Console for distributing software packaging and managing the delivery and the installation.
• Documented all issues pertaining to desktop equipment or component failure, repair, installation, and removal.
• Exceeded expectations on terms of quality of service on maintenance and deployment of upgrades, enhancements and modifications to systems.
• Participated with other functional areas to resolve production problems and initiated corrective actions.
• Identified and resolved operational problems and interacted with vendor representatives to resolve and respond to service requests.
• I supported user on their exchange mail distribution and PST files for backups and recovers.
• I created email for new user and maintain the service for there is no interruption in the network.
• Worked as a administrator in exchange server 2003, 2008, 2010 and 2012.

Confidential, Alexandria, VA

System Administrator

Responsibilities:

• Performed onsite analysis, diagnosis, and resolution of complex desktop problems for end users; and recommended and implemented corrective solutions, including offsite repair for remote users, as needed.
• Installed, configured, tested, maintained, monitored, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
• Assessed the need for and implemented performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, RAM, memory chips, and CD-ROMs.
• Collaborated with LAN technicians/network administrators to ensure efficient operation of the company’s desktop environment.
• Performed day-to- day Windows administration tasks, including installing, troubleshooting, patching, and maintaining Windows 2003, 2008, and 2012 operating systems in Test, Dev, QA, and Prod for both LAN and DMZ environments.
• Implemented approved changes - coordinate appropriate downtime activities
• Managed VMware such as vSphere in monitoring and updating memory.
• Prepared and responded to routine hardware and software audits of servers for compliance with established standards, policies, configuration guidelines and procedures.
• Active directory I would have to create a GPO's on MMC Microsoft management console so I can distributed in the proper OU organizational unit in which the user and computer belongs.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.

Confidential, Washington, DC

System Administrator Team Lead

Responsibilities:

• Contacted the users on issues through a remedy ticketing system.
• Performed backup services on user profiles once they got their new laptop.
• Imaged new laptops to conform to agency specifications.
• As a Team Lead, I provided oversight to the imaging team, and also coordinated with customers to schedule the installation of their new equipment. Also responsible customer support after installation of equipment.
• Provided guidance to the customer and resolved complicated issues for products such as Microsoft windows office suits, SharePoint and to assess requests for specialist software to be installed.
• Identified and resolved operational problems and interacting with vendor representatives to resolve and respond to service requests.
• I us Citrix when I have to install software for user, I also us Citrix to remote in users PCs or laptops.
• Prepared and responded to routine hardware and software audits of servers for compliance with established standards, policies, configuration guidelines and procedures.
• Responsible of file transfer from pc to pc and data recovery.

Confidential, Alexandria, VA

System Administrator/ Helpdesk

Responsibilities:

• Installed software and packages to ensure compatibility with the proper operating systems.
• Assisted with the migration of the operating system from XP to 7.
• Used the Active Directory user tool to create accounts, grant permission, and delete or disable accounts, and did GPO on PC that couldn't be connected to the network or if there was a delay for that pc. I would have to put the group policy on the domain of the pc as a stand alone.
• Promoted and implement standards and procedures.
• Maintained and expanded comprehensive system hardware and software configuration database/library and all supporting documentation.
• Installed applications in the Windows 7 environment, including troubleshooting problems to ensure smooth and error free operations. I also dealt with a variety of vendors for Browsers, Third Party and Microsoft products.
• Used the Microsoft Application Compatibility Toolkit (ACT) with a variety of Operating Systems in a large environment, I also work with SAP application. Supported Window Servers; 2003, 2008, 2012. I configured, managed and assist in building the servers.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.

Confidential, Fort Meade, MD

Windows 7 Support Engineer

Responsibilities:

• Configured and tested Windows 7 for an image build.
• Monitor and managed the SQL server, and hardware support.
• Participated with other functional areas to resolve production problems and initiated corrective actions.
• Promoted and implemented standards and procedures.
• Responsible of troubleshooting IIS in managing the users firewall, and security of the network
• Prepared and responded to routine hardware and software audits of servers for compliance with established standards, policies, configuration guidelines and procedures.
• Maintained and expanded on comprehensive system hardware and software configuration database/library and all supporting documentation.
• Identified and recommended continuous improvement opportunities to improve customer satisfaction, efficiencies, and opportunities for cost reduction.
• Work ticket queues and document resolutions completely and accurately.
• Supported Active Directory user/workstation group policy remediation for Windows 7 compatibility.
• Worked with the Contingency Planning Team to ensure that contingency planning and processes were in place for a recovery, in the event of a migration failure.
• Prepared and reviewed documentation for improvement of technical aspects of the Windows 7 OS, migration,
• Created and managed Active Directory user and workstation policies and permission active directory group policy, responsible of working with SAP application.
• Engineered and administered the Windows Operating Systems (OS) for Windows 7.
• Created and managed an OS image for a large corporate environment.
• Part of making sure that the IIS web applications were compatible with PKI (Public Key Infrastructure) credential, and that it was add if the certifications was not there, as part of checking the firewall was monitor for such event for secure websites.
• Management of window networks like DNS, DHCP, and Printer.
• Experienced with Microsoft Office upgrade/migration methodologies.
• In this position, I demonstrated knowledge of the Windows registry and interaction of drivers within the OS; Microsoft Application Compatibility Toolkit (ACT); User Statement Migration Tool; and Imaging using Microsoft Deployment Tools (MDT).
• Provided guidance to the customer and resolved complicated issues for products such as Microsoft windows office suits, SharePoint and to assess requests for specialist software to be installed.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.
• I would have to coordinate with the user if they have received a expired or a corrupt PIV card.

Confidential, Washington, DC

LAN Desktop Support Specialist

Responsibilities:

• Performed port security functions for network connectivity.
• Supported both local and network printers & scanners.
• Assisted in printer deployments including creating print queues and print server administration, and changed toners and maintenance kits.
• Resolved problems related to network connectivity issues by troubleshooting and running scenarios.
• Assisted users with questions and configuration issues regarding VPN and Dialup throughout the connectivity of the network.
• Installed desktop, laptop hardware and peripheral components, such as monitors, keyboards, printers, mouse, modems, NICS, drives, etc.
• Worked with the engineering team to troubleshoot and resolve hardware, software, and user problems.
• Researched and recommended equipment to be used by end users.
• Responsible of educating the end users about desktop policies and assisted in enforcement of these policies.
• Prepared and initiated barcode scanning/manual move forms for all incoming or deployed hardware equipment to maintain accountability for the equipment.
• Used system center configuration manager (SCCM) for all equipment that was scheduled for delivery.
• Managed active directory GPO, permissions, and Domain Name System (DNS). I have supported users that where in different domain environment.
• Responsible of troubleshooting Common Access Card (CAC) and encrypt laptop and desktops
• Configured IIS web applications ensuring they were compatible with PKI credentials.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.
• I would have to coordinate with the user if they have received a expired or a corrupt PIV card.

Confidential, Arlington, VA

Help Desk Support

Responsibilities:

• As Helpdesk support, responsible for providing computer and network support to 90 employees and executives.
• Supported blackberry devices, imaging laptops, and software applications.
• Setup conference rooms for data and teleconferencing use.
• Assisted users with VPN setup and remote access.
• Setup and installed PC hardware and software for end users.
• Imaged new PCs, Classified and Unclassified.
• Investigated and worked to resolve user issues.
• Monitored and tracked trouble tickets using Help STAR 2008.
• Installed software upon request, such as Doors, Python, System Architect, and MATLAB, TGx, I also worked with SAP application.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.
• I would have to coordinate with the user if they have received a expired or a corrupt PIV card.

Confidential, Washington, DC

Systems Administrator /Network Administrator/ Technology Service Desk Tier II

Responsibilities:

• Assisted in automating, monitoring, managing, and supporting the corporate production infrastructure, which included a growing EMC storage farm, backups, and virtualized MS Windows server farms running on Console One.
• Ensured compliance with change control processes, adherence to standards, and develop required documentation.
• Responsible of troubleshooting Internet Information Service (IIS) in managing the users firewall, and security of the network
• Researched and evaluated the feedback on problematic issues in response to customer concerns.
• The Standard Operating Procedures included: providing advice, developing supports policies, training and guidance on a variety of complex IT issues. As an Administrator, I was also on the Security Incident Response, (SIR- Team). I dealt with issues such as virus on the network or a computer, but most of the issues where on the hard drive.
• Used a ticketing system to give the customer the accuracy of their status on the online service.
• Establish PIV access to the user throught Active Directory an managed an monitor the server infrastructure, I would have to troubleshoot the devices or also update the software.
• As part of my duty I had to managed the ticketing incident and priorities the tickets.
• I would have to coordinate with the user if they have received a expired or a corrupt PIV card.