Service Delivery Manager/administrator Resume
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Bethesda, MD
PROFESSIONAL EXPERIENCE:
Confidential, Bethesda, MD
Service Delivery Manager/Administrator
Responsibilities:
- Staff performing hands - on roles involving Administration of the Servers and Software included in the MFD solution shall obtain and maintain DOD Secret/Confidential Clearance eligibility.
- Communicate with IT Department Service Support Branch and serves as the subject matter expert (SME)on all aspects of the solutions.
- Deploy a fleet monitoring tool to manage the daily operation of all multifunction devices on the WRNMMC network.
- Manage the administration of the MFD Servers and the CAC solutions.
- Manage and test disaster recovery and failover process.
- Provide troubleshooting, training and education to the Walter Reed staff on the MFD solution.
- Create and Update MFD workflows as required.
- Share best practices for simplifying workflows.
- Utilize and Update the WRNMMC request/change/incident problem management system in accordance with WRNMMC policies to track status of requests/changes/incidents/problems.
- Support WRNMMC Service Transformation Lead in updating the WRNMMC request/change/incident/problem management system and workflows.
- Create and maintain detailed help areas for self-service standard operating procedures (SOP) related to MFD, and MFD Solution.
- Image and Re-Image MFD devices with MS Windows 10 and re-configure MFD software when required for troubleshooting and maintenance.
- Perform on-going software updates and patches to vendor provided software and report on usage of installed solutions.
- Perform troubleshooting tasks related to MFD lease throughout WRNMM into an escalation plan for supportability.
- Upgrade and Test MFD solution on LMED network architecture on all MFD devices. Provide spot-checking to test connectivity on solutions throughout the Walter reed campus.
Confidential, Washington, DC
Desktop Support Technician III
Responsibilities:
- Support for AAFB/Capitol Police with Helpdesk/Desk-Side/Printers
- Helpdesk/Deskside support of any Computer/Networking issues the US Capitol Police users have that is Hardware/Software related.
- Creation & Set up of user’s accounts and CAC cards for logging in to the computers.
- Set up of email accounts on the Exchange Mail Server.
- Deletion of Lan accounts with backup of their Home drive & Emails pst file.
- Administration of MS 2003, 2008 R2, 2012 Servers. Managing users in Active Directory & Permissions of Network folders.
- MS Office 2003/2007/2010 support & troubleshooting.
- Management of the Altiris Ticketing System
- Remote support using the Microsoft SCCM Remote Client to fix any IT related problems or install software.
- Trouble shooting & Support of MS Outlook 2003/2007/2010 mail clients.
- Creation/Support of all Network printers on the MS 2002/2007, 2010 network print server.
Confidential, Suitland, MD
IT Infrastructure Support II
Responsibilities:
- Answering Census Bureau Helpdesk calls using Cisco VoIP phone systems and using the Remedy ticketing system.
- Administration of MS Servers 2003, managing users in Active Directory & Permissions of Network folders.
- Issuing of emails & updates for site outages, power outages, servers down, and phones down country wide.
- Trouble shooting MS Office 2007 & the disabling of Cisco Firewall security ports & switches to push images & troubleshoot devices.
- Using remote access tools: VMware & Altiris to access PC’s to solve customers’ problems and push imaging packages.
- Setting up & modifying Safe Boot Accounts.
- Set up & Trouble shooting of Lotus Notes 8.0.2 and Sametime IM.
- Trouble Shooting of HP printers & Brother Faxes
- Accessing the FDCA Portal account to change passwords & verify correct user group account settings.
Confidential, Washington, DC
System Specialists
Responsibilities:
- Administrator/Creation of the 24x7 On Call Help Desk
- Setting up New & Existing users and Configuring there accounts and group permissions using Active Directory on Microsoft 2003 Servers.
- Configuring of set-up & Trouble shooting of Blackberries, Palm Pilots, VPN and Citrix.
- Creation of Software/Imaging instructions for the entire company to use for new user set-ups.
- Auditing and tracking of all Dell Desktops and Laptops through a Lotus Notes database.
- Desktop/Network support/Training users for LECG’s Law Firm of 150 plus users using Windows XP/2000.
- Configuring and Troubleshooting for Lotus Notes 6.5.4, Sygate Security Firewall, NAV, MS Office 2000 & 2003 and SAS 9.1.3 software’s.
- Installing and Configuring HP Laser Jet printers and scanners.
- Ghosting and creating new images of new and old Dell Desktops and Laptops.
- Using Remote tools like Dame Ware to support LECG Employees World Wide.
- Managing the Avaya phone systems & new user set-up.
Confidential, Glen Burnie, MD
PC Technician
Responsibilities:
- Providing help desk support by answering phones and creating Track-IT Helpdesk tickets.
- Desk side support for all Harte-Hanks users.
- Installation of Software and Peripherals/Printers, also support.
- Imaging and Ghosting of PC’s and Laptops.
- Set up of VPN & Citrix and support
- Managing of software and windows updates.
- Migration and support of Lotus Notes 5 to 6.5.4.
- Moving and relocating of all Servers to a new area.
- Reconfiguring of the Network patch panel and switches.