SUMMARY:

• Conscientious self - starter with more than 15 years of progressive experience in information technology.
• Proven ability to thrive in a team or individualized work environment and superior work ethic.

TECHNICAL SKILLS:

Operating Systems: Windows 2003-Windows 7, Mac OS, Unix, Linux.

Hardware: Tandberg Systems, Polycom Systems, VOIP Phones, IBM PCs and compatible Printers, Blackberry devices, iPhones, Android, and iPads.

Applications: Active Directory, WordPerfect, Microsoft Office 98-201 0, SharePoint, Lotus Notes 8.0 and Up, Symantec Ghost, Dart 7.1, Remedy, Citrix and Cisco

PROFESSIONAL EXPERIENCE:

Tier 1 Help Desk Technician

Confidential

Responsibilities:

• Provide phone, email, and help-desk support for local and off-site users.
• Manage and monitor problem ticket treads. Analyze incidents and determine level of support required. Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Maintain a database utilizing the ticketing system of all telephone calls and messages received requesting customer assistance.
• Maintain and monitor all incidents records within the ticketing system and provide assistance in their resolution when reviewing incident records.
• Provide feedback on issues for the team’s knowledge database.
• Document customer requests in call tracking system and record the action(s) taken and follow up on deferred actions.
• Recite a Civil Division supplied greeting when they pick up the phone.
• Keep customers informed of progress and status of calls/tickets.
• Interact with customers and co-workers to diagnose and resolve problems.
• Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems.
• Incidents will be resolved on first contact when possible using the supported remote desktop control application as appropriate.
• Resolve all customer calls/issues within 20 minutes’ timeframe or escalate the call or ticket to the appropriate queue/group for resolution (Tier 1, Tier 2, Account Administration, Mobile Support, Asset Management, Training Team, and Audio Visual Support).
• Respond to and diagnose problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
• Provide assistance and participate on new project(s) testing and deployment/delivery.
• Follow prescribed guidelines and official Standard Operating Procedures.
• Ensure all staff respond to customers in a friendly and professional manner
• Ensure that all responses given are technically accurate
• Document, update and close tickets according to the SLAs.

Desktop Support and Helpdesk Associate

Confidential

Responsibilities:

• Provide on-site and remote Tier 1 and Tier 2 customer service support to technical and non-technical customers while working in a fast paced environment.
• Establish a collaborative working relationship with co-workers and clients.
• Troubleshoot software and hardware issues, resolve technical issues from remote callers, and utilize remote tools such as BOMGAR and LANDESK.
• Initiate all levels of break/fix services such as repair and replacement of hardware including replacement of CD/DVD RW drives, memory, power supply, etc.
• Assist with new and refurbished desktop deployments.
• Maintain systems security compliance on workstations by installing antivirus/security software.
• Manage static TCP/IP environment for workstations and printers.

Network Administrator

Confidential

Responsibilities:

• Maintain/administer computer networks and environments including hardware, systems/applications software and all configurations.
• Perform data backups and disaster recovery operations.
• Diagnose, troubleshoot, resolve system problems and replace defective components when appropriate.
• Plan, coordinate, and implement network security measures to protect data, software, and hardware.
• Configure, monitor, and maintain email applications or virus protection software.
• Operate master consoles to monitor the performance of computer systems/networks, and coordinate computer network access and use.
• Load computer tapes/disks, and install software and printer paper or forms.
• Design and test computer hardware, networking software and operating system software.
• Monitor network performance to evaluate effectiveness/efficiency.
• Confer with network users about how to solve existing system problems.

Desktop Support

Confidential

Responsibilities:

• Support technical and non-technical users via phone and in person.
• Manage all Active Directory user accounts and permissions.
• Track all equipment deployed and performed security patches/updates.
• Migrate Lotus Notes to Outlook and refresh Microsoft XP to Windows 7.
• Image and deploy workstations/BlackBerry and troubleshoot audio equipment.
• Configure/administer Microsoft Lync and Adobe Connect for video teleconferencing.

Tier II Help Desk Support

Confidential

Responsibilities:

• Maintain operating system (Windows XP, Vista, Windows 7) for 250 users.
• Troubleshoot all hardware/software issues and updated operating systems.
• Manage the helpdesk calls and created remedy tickets while providing excellent customer service.
• Image 15 laptops daily create new e-mail profiles for laptop and blackberries.

IT Support Lead

Confidential

Responsibilities:

• Create and manage Active Directory user accounts/permissions.
• Distribute tickets via Remedy 7.1 and track time of employees.
• Monitor and coordinate software licenses (Adobe, AutoCAD, Oracle9.1, etc.).
• Create and update Standard Operation Procedures.

Network Admin/Hardware Specialist

Confidential

Responsibilities:

• Stage and organize desktop upgrade deployment for Policy Enterprise.
• Deliver and configure computers for use on the network.
• Duplicate hard drives from network to deploy on customers machines.
• Assigned equipment to customers using Remedy for inventory.
• Setup /configure laptops for traveling customers and printers/desktop scanners for customers.

Desktop Support

Confidential

Responsibilities:

• Provide excellent customer service to technical and non-technical users via phone and in person.
• Maintain operating system (Windows 2000, 2003 server, 2007, XP, Vista) for over 300 users.
• Complete 10-15 Remedy/Heat tickets daily and image 35 laptops/desktops daily.
• Perform back-up and restore duties for users receiving new hardware.
• Troubleshoot basic hardware and software issues on-site.
• Respond to various remedy tickets including issues with blackberries, printers, and copy/fax machines.
• Initiate remote and on site software installs.

Systems Analyst

Confidential

Responsibilities:

• Monitor/support computer processing with a US Navy data processing Production Services organization in support of large-scale ADP applications on a main frame, IBM/OS-390 environment.
• Oversee the progression of production job streams to detect and correct abnormal job failures.
• Utilize CONTROL-M automated scheduler and application flowcharts to assist in production progression.
• Evaluate /asses process for effectiveness/efficiency and report recommendations to team members.
• Detect scheduling flaws and processing malfunctions in production applications.
• Notify the point of contact about abnormalities that required programmer intervention.
• Supervise four recovery specialist including conducting monthly evaluations.
• Ensure an accurate turnover for the next shift. Other responsibilities were the M1 MAINFRAME, TEFIMS, BMHS, and (NTRS) ENTERPRISE CONTROL STATION UNIX based system.