PROFESSIONAL EXPERIENCE:

Systems Support Representative

Confidential, MD

• Install and setup of IBM products in a high volume environment.
• Support install and replace IBM cash registers, monitors, customer line displays and servers in Best Buy stores. Disconnect and reconnect Dell Hardware at various Morgan Stanley’s and Embassy Suites throughout the area. Ensure all end users are able to log onto Morgan Stanley’s and Embassy Suites Network.
• Troubleshoot any problems end users may have with dual monitors, printing, moving equipment and PC to HDTV setup.
• Reimage Dell Equipment when assigned.
• Replace Lenovo PC’s and servers at Hilton hotels in the area with new Lenovo equipment, run scripts on PC’s and add PC’s to network ensuring that all software is downloaded.

Technical Support Engineer

Confidential, Washington, DC

• Replace IBM cash registers, monitors, customer line displays and servers in Best Buy stores.
• Disconnect and reconnect Dell Hardware at various Morgan Stanley’s and Embassy Suites throughout the area. Ensure all end users are able to log onto Morgan Stanley’s and Embassy Suites Network. Troubleshoot any problems end users may have with dual monitors, printing, moving equipment and PC to HDTV setup.
• Reimage Dell Equipment when assigned.
• Replace Lenovo PC’s and servers at Hilton hotels in the area with new Lenovo equipment, run scripts on PC’s and add PC’s to network ensuring that all software is downloaded.

Helpdesk Support Analyst

Confidential, VA

• Maintained phone support to over 6,700 Scientist and Engineer’s. Created ticket requests using Remedy ticket system.
• Escalate tickets to team leads when necessary. Reset and unlocked Windows domain account logon passwords.
• Use Windows remote Assistance to connect to a customer’s machine using either the machine name or IP address.
• Troubleshot LAN and wireless connectivity issues for customers local and around the United States.
• Repair VPN connection configurations. Used Hewlett Packard Radia Software manager, Scheduler and System Connect to install software and maintain security patches and updates. Ensured Connected Backup software was properly installed and configured to run system backups on client machines. Installed and configured Integrity Flex Security Software to ensure that the client machines are protected from any security vulnerabilities.
• Installed and configured Pointsec Disk Encryption software on laptops and desktops to ensure hard drive encryption. Migrated customers to Microsoft Office 2007 Standard and Professional Editions. Was the subject matter expert in Microsoft Office 2007 and troubleshoot many issues that customers had with the migration to Office 2007. Migrated customers from Symantec Anti Virus to the new Symantec Endpoint Protection.
• Ensured that new employees were able to log onto the MITRE network.
• Briefed the new employees on the software that was already installed on the machine, how to request additional software, showed them employees around the corporation’s intranet site and how to navigate through for any information they may need.
• For every ticket that was closed by me a survey was sent to the customer, in which I received the highest ratings as well as great comments on my customer service and my work ethic.

Field Service Technician/Technical Analyst

Confidential, VA

• Responded to change request tickets and new seat requests (PC’s, Laptops, Peripherals, and accessories) Troubleshoot PC, Laptop hardware and software issues at user location or deliver machine to TA\FST (Break/Fix) department for troubleshooting process, replacement or repair.
• Contacted external vendors for replacement parts and warranty service contracts. Setup and removed users machines (New Seat\Delete Seat). Life cycle replacement on all seat managed equipment in the environment. Provided and maintained support to over 1500+ end users on both NIPR and SIPR networks using CA - Unicenter remote host software. Answered Service Desk incoming calls, and generated tickets using CA-Unicenter Service Desk (USD) software.
• Used CA Software Delivery (SDO) to deploy required software to machines to complete service desk tasks.
• Provided support for both commercial and government software, including Windows Operating System, Microsoft Office, McAfee and Norton Anti-Virus software, several web browsers, Adobe products, Macromedia products, Citrix, FedLog, Defense Travel Systems (DTS), Art/Modern, etc.
• Provided support for hardware of Dell desktops/laptops and Xerox printers and scanners.
• Baselined and imaged hard drives using Norton Symantec Ghost.
• Provided PKI/PKE support for both the encrypted e-mail using Active Card Gold and Outlook, as well as CAC login support in a Windows environment. Managed end user accounts in Active Directory/Users and Groups including VPN access, network account lockouts, and network password resets. Provided support with VPN access using various connection methods such as TSACS, Microsoft VPN, Cisco VPN, and wireless access cards.
• Provided Blackberry support to over 300 end users including CAC setup for both wired and wireless setups; troubleshoot network connectivity, and synchronization with customer’s Outlook mailbox.
• Completed profile setups for new hires including: create Outlook profile, ensure customer can access all network drives, configure ScanSoft and Fiery scanning capabilities, ensure customer can use all assigned network printers, and install software as requested in service desk ticket.