SUMMARY:

• (9+) years of Information Technology experience in multiple environments. Extremely knowledgeable of the Commerial RealEstate, U.S. Goverment and Modular evironments tied to SLA. IT Project Coordinator and Advisor of major projects, Migrations, Refreshes, New Acqusitions locally and abroad.
• Firewall Installer of 891Cisco Devices, Global Technology Service Technician, Break Fix of Hardware Troubleshooting, Software installation, Anti - Virus via GPO, Asset tracking, Certified Desktop Agent in ServiceNow, Remedy, Dame Ware Altiris.
• Network Cabling CAT5, CAT6, LAN, MDF, IDF, Patch Panel Termination, Cable Dressing, FiberOptics, CyberSecurity, Anti-Virus via Installs, Cisco & Avaya Telephony, Cisco Unity Console, VOIP, SCCM, Platform Specialist
• PC Refreshes, Desktop Support Analyst, Break Fix Services, Domain & Active Directory Maintenance, Administrator of Windows Exchange Server 2008/2010/2012, Server & Multi-Layer Switch Installations/ Programming, Creator of Logon Scripts, Firewall IDS & IPS, ITIO Network Security, WPA 2 Installations, Checkpoint Encrytion, Security Software & Policies, Point Sec Installations, Data Transfers, Wireless Administrator Remote Support, VPN, Dame Ware, Printer Repair, Configurations, Secure Scanning, Optimizing Configurations, OS Services Upgrades
• Network Device Interfacing Assignments, Ghost & GOLD Image Creations, Hardware Deployment

AREAS OF EXPERTISE:

• Customer Service
• IT Project Management
• Change Management
• CAB Advisory
• Service Delivery
• Project Advisor
• IT Budgeting
• Site Surveying
• IT Consulting
• IT Policies & Procedures
• SLA
• OLA
• Asset Tracking
• Knowledge Base Articles
• SalesForce
• Skype for Business
• Profile Creations
• Cabling
• MDF IDF Cable Patching & Dressing
• Router & Switch Installation
• Data Transfer
• IT Hardware & Software deployment
• PC Refresh & Migrations Lead Tech
• Property Management IT Advisor
• Onboarding of Sites & Users
• Network Cabling
• Break Fix Services
• Risk Management

PROFESSIONAL EXPERIENCE:

Confidential, Washington, District Of Columbia

Lead Systems Technician II&III

Responsibilities:

• Projects advisor responsible for IT Infrastructure builds outs once a takeovers or new acquisitions occurs, survey existing property, turnkey the project according SLA
• Coordinate with PM, arrange dates and time with ISP vendor to assure targeted dates are met for circuit installations
• Create work Order ticket in ServiceNow tracking system, monitor until completed
• Itemize hardware and software needs per new environment specifications and network design,
• Work closely with Engineering team to configure 891 router and determine switch category, 12, 24 or 48port.
• Build IT closet with hardware received, racking the gear, testing w/engineering from remote locations
• Installation of 891 Cisco Routers Firewalls, test configure all devices to interface
• Installation of Managed switches, additional routers, program, test & deploy
• Test and work with engineering team to assure circuit speeds are correct, assure all equipment is online, confirm connectivity of each workstation
• Map user community to printer devices, scanners & plotters per site requirements
• Install requested software / verify license, update software tracking with CPU name / user issued to
• Update daily notes and request CAB for any major change requests needed to avoid any impact to the user community or network inabilities
• Confirm a schedule change is known to GTS and the business
• Onsite Lead for P1 & P2 category issues, quickly to update users of impact and timeline, work with teams to resolve issue with minimal impact to business
• Follow designed escalation protocol, setup bridge communication between onsite technician next level, or IT engineering team giving good details, analyze the issue
• Team Lead and onsite technician addressing 1st priority requests, White Glove users
• Setup meeting technology and Blue Jeans meetings, Cisco Telepresence, or via Skype for Business sessions
• Patch, tie in and dress cabling to each work station confirming via ping test once IP addressing is assigned
• Static Network devices and equipment used for device tracking to avoid IP conflicts
• VLAN printers, Cisco Devices and Workstions for better monitoring
• Create reports and schematic design for Visio of each site, IT KB
• Assure each user is setup completely with scripted drives mapping, permissions granted as adminstrator of network
• Assure and confirm all equipment is secure in locked or caged areas, update schematic layouts with changes
• Complete user setup to printers, scanner and full network overview w/users
• Update Active Directory with changes, create securit groups and assure GPO is pushing to each machine on the domain and networked
• Open and close dialy workorders and service requests put through the ServiceNow portal by end users

Systems Specialist

• On-Site Technician for over 900+ users at 3 locations, assisting users with Break Fix issues dispatched via calls to the Service Desk
• Work in Remedy Ticketing System monitor, open, close service request via SLA time standards set by our customer (HHS)
• RPAC upgrade and testing for asset tracking of billable assets in the HHS environment
• System Administrator of Windows7/XP environment for over 4000+ users on the HHS, PSC, AOA, CMS, FOH & ITSC network domains
• Repair, diagnose or replace any hardware, software items, not limited to servers replacement, printers connectivity or any offline devices
• Responsible for completing port activations for VLAN users, workstation setups, printer configurations
• Document and manage activity logs, schematic changes/upgrades for(3) site locations
• Connect static IP users, make proper DNS and Gateway changes for proper authentication to the HHS-ITIO network
• Minimize threats on the network implementing IDS, IPS secure end users data, while monitoring and reporting any security violations, user misconduct; enforce policy rules of behavior to all new/old users
• Maintain a high connectivity rate of user(s) authenticated to the network during work hours, remotely, coup sites with minimal downtime
• Connect users to multiple servers, grant access, share folder rights, permissions
• Create new user accounts in Active Directory, reset password, create Checkpoint/Point Sec Security profiles, manually login users after profile lockouts
• Complete data transfers of classified HHS secured encrypted documents via secure transfer methods, assisting users with the processes, complete data backups
• Complete timely user requests for software upgrades or hardware swap-outs, and deployments
• Manually push service pack updates due to failed network pushes & patch
• Re-install software per HHS approved software list due to policy changes
• Asset Track, verify, keep accurate logs of all deployed assets, Printers, Blackberry Handhelds devices
• Create accounts of new users added to the B.E.S. server, reset passwords via Enterprise Activation, complete synchronizations/authentications to Outlook/Exchange Server
• Ability to extract encrypted data in emergency cases or upon in House Counsel Request

Desktop Support Technician

• Support Desktop issues, successfully resolved tickets within SLA
• Break Fix failures of hardware and software issues, backup data, clean and update anti-virus software
• Troubleshoot and resolved numerous user issues, Network Connectivity or Workstation failures due to virus
• Un-install Norton Client, manually installed new Endpoint Virus Protection on all individual user workstation via CD, Flash Drive
• Complete new renaming of workstation and added to domain
• Created new user profiles, limited permissions, granted access, AD group assignments per department
• Test each domain users capability to authenticate onto the network, internally, and remotely via VPN
• Assign proper DNS or Gateway server addresses manually for static IP users due to changes on the network or device refresh or upgrades
• Help install new routers, verify gateway addresses on all new workstations for connectivity, DHCP server refreshed due to IP additions, proper subnet mask classifications
• Complete printer installations, connection to printers on server the network, created static IP for offline printer, setup individual desktop scanner, e-fax
• Responsible for Active Directory entries to then complete migration of Outlook mailboxes with new convention in Exchange
• Tracking of old assets, reserve device hostnames, via IP add device to the domain
• Disabling of exchange accounts of users no longer with the division, in efforts to clean out active directory
• Hard-drive swaps out, data transfers, backups to server, all completed timely and successfully

IT- Specialist- Helpdesk Technician

• Assist users calling into Service desk for software/hardware failures, created and dispatched user trouble ticket via Remedy/Altiris
• Great listner to Service Agent, listening, troubleshooting all internal/ external user issues until confirming authentication to the network, finding a resolution
• Monitor and secure all users accessing the network via Helpdesk Service Assistance or VPN, recreating accounts /refreshing passwords to connect
• Created mailboxes in Exchange, created SSO numbers, to then connect clone as previous alpha named accounts in Exchange Server, SMTP extension
• Converged / enhanced changes in AD to over 500+ user accounts during migration, granting permission via VLAN connections
• Implemented Instant messenger thru LiveComm connecting all domain users, giving instant communication, reporting an issue first hand to a technician
• Implemented the use of TCP/IP for temporary Outlook Server Access for over 500+ new employees being migrated from GE/Capital Modular to ModSpace Corporation, remote users or internal end users
• Per request, created Distribution List in AD for special groups, department alerts or company bulletins
• Familiar with Remote tools such as Instant Messenger, LMI, Dame Ware to address and troubleshoot remote users with application failures, workstation access to share drives or Outlook
• Knowledgeable of most network failures, router collision, traffic slowness, bandwidth issues and upgrades
• Workstation connectivity test, great hands-on skills, troubleshooting and finding resolutions in a timely manner
• Responsible for workstation re-imaging using Ghost Cast Server, Ghost 3.2, forcing Group Policy Updates, workstation OU placement, Active Directory entries, Asset changes and deployment
• Create new hire accounts in Active Directory, cloned accounts, setups of existing profiles, disable accounts, moving users to a specific group per VLAN setup
• Implemented and assisted users connecting to Outlook Exchange via TCP/IP for temporary access for emails via webmail resources during the migration period
• Retrieve lost e-mails for user via thru Outlook Data Tools or software or manually from user profile on the Server
• Escalate to Server Team for resolution and assistance
• Updated and created any changes or added new users to the Global Address Listings which combined all United States, Canada and GenPact, India employees
• Assisted with loading programs and Assets into SQL, Construct Ware, 3D Architect, Homerun, Otis, Oracle Business Ops
• Assisted in the enhancement of our BTG infrastructure processes, giving input on how to make the network environment secure and applications user friendly in Citrix environment

Construct Ware Application

Responsibilities:

• Calculated any changes made to the terms of leases or purchases, assessed gross, net worth profits for all projects
• Created monthly progress reports, government bond documents and assigned business partners in the regions
• Granted additional access for contractors & non-employees issued clearance authorization per regional or territory manager approval
• Create additional security passwords for employees, sub-contractors on jobsites and made sure all users connected to the network via VPN (SSL)

Customer Support

Responsibilities:

• Listen, identify and immediately troubleshoot technical issues a user may have on the network from
• Create, address and resolved service call tickets assigned to a Helpdesk queue, generated thru Remedy & Altiris, notate and properly update for closer
• Assist users giving knowledgeable answers to questions, to help users work more efficiently on the network while remotely
• Create password changes, application access per request of supervisor/user.
• Assisted our Genpact India Team and other International users with connection issues to the network via remotely, VPN.
• Visited users to assure all issues were resolved and to offer extended assistance if needed

Confidential

Merger/Migration

Responsibilities:

• Responsible for migration of 600+ employees and new partners in rebuilding merger of infrastructure of GE Modular/Resun Corp merger in mid- 2006
• Supported users once exchange accounts were merged from name profile to SSO logons, explaining new/old functions along with security policies, internal and external processes to users
• Created over 600 new exchange mailboxes with approved privileges, post migration
• Tested all router connectivity in over 50+branches which wireless was introduced and implemented to help region offices connected to network
• Supported all Wireless, LAN connections end users in the field, remotely
• Forced Group Policy procedures down to workstations manually if re-imaging process was not complete, added workstations to proper OU
• Completed user profile transfers/backups for all new GE Modular employees transferring to the new domain network
• Responsible for deploying new workstations, housing old data on Ghost server for backup purposes assuring data is securely safe
• Responsible for properly labeling all end user folders housing the data, to then transfer data to a newly assigned asset or replacement workstation