IT Support Specialist Resume McLean, VA - Hire IT People

SUMMARY:

Self - motivated and career minded professional looking for a responsible and suitable position to demonstrate my abilities to help strengthen the company’s value.
Bilingual in English and Vietnamese
Studied two years of Computer Technology, learning different Computer languages and programs in high school
Studied IT, Management, Networking, Security at ITT- Tech to obtain bachelors degree
Knowledge of Windows XP, Vista and 7 OS
Knowledge of Windows server 2003 and 2008
Knowledge of hardware and software
Microsoft Office 2007and 2010
WAN/LAN Technology
RSA/Vasco authentication manager (VPN)
Peregrine Service Center Client
Remedy/Maximo/IssueTrak/JIRA/Confluence ticket system
Oracle Contact Center
Imaging/Reimaging laptops/desktops/Macbooks
Knowledge of virtual machines, terminal servers, domain controllers, deploying group policies
Remote desktop tools: Bomgar, VNC, etc.
Symantec GHOST/ Endpoint encryption and back up data
Able to set up and maintain multiple VMware workstations
Knowledge of VMware
Knowledge of Cisco and shortel Voip phone system
Knowledge of windows 10 OS and basic powershell scripting

PROFESSIONAL EXPERIENCE:

Confidential, McLean, VA

IT Support Specialist

Responsibilities:

Used JIRA ticket system to create tickets, document procedures and keep track of inventory in confluence
Set up Global Access Relay and hipchat
Set up new users with special access and permissions
Set up Cisco VoIP phones for new users
Image and reimage dell and mac laptops for new users
Worked with Dell Data Protection software
Used Kace 1000 and 2000 to deploy images and inventory of laptops
Troubleshoot VPN issues
Setup/troubleshoot MacBook pro with software, printers and share folders
Created an inventory list of laptops, monitors, IT equipment so we know what to order
Transferred users information from old laptop to new laptop to return back to Dell
Set up network printers
Worked with Zimbra mail client

Confidential, Chantilly, VA

System Admin

Responsibilities:

Followed up on old tickets with users
Prioritzed important tickets/projects
Reimage and set up new laptops/desktops with standard/specific software and/or hardware per request
Troubleshoot laptops/desktop/printers/scanners etc on site
Setup network printers and remap them if they are inactive
Use bomgar to troubleshoot issues remotely
Supervised the transition from Good Enterprise to Airwatch on mobile devices
Issue/Troubleshoot RSA tokens
Setup/troubleshoot endpoint encryption
Transfer data from PC to PC with Symantec ghost
Use Shortel/Cisco software to configure VoIP phones
Use VMware to test applications and servers
Reset/unlock windows/company phone, RSA token passwords
Set term date and deprovision users
Create/map network drives/personal drives/PST folders
Experience with Android phones, iphone, android tablets, ipads, surface tablet
Experience with Macbooks and windows OS

Confidential, Fair Oaks, VA

Tier 2 IT support

Responsibilities:

Reimage and set up new laptops/desktops with standard/specific software and/or hardware per request
Troubleshoot laptops/desktop/printers/scanners etc on site
Setup network printers and remap them if they are inactive
Worked with various terminal servers
Physical and performance check on multiple servers weekly
Worked with Issuetrak ticket system
Worked with various medical applications (Allscripts EHR, PRO, Pulse, Intuit)
Worked with multiple VM’s to add/remove applications and print servers
Checked performance of multiple VM’s and allocate space where needed.

Confidential, Sterling, VA

Tier I IT Service Desk / Team Lead

Responsibilities:

Troubleshoot users issues via phone, email, tickets, instant message
Learned different LOB (lines of business) to know where to send the ticket
Mapped network drives and printers
Ordered company phones through mobile manager and hardware/software through buysite
Switched from RSA to Vasco. Added users, reset pins, reset application
Reset passwords from AD, oracle and other applications that BAE used
Worked on upgrading/implementing new phone systems
Team lead to a group of 4-5 employees/contractors

Confidential, Tysons Corner, VA

Tier I IT help desk

Responsibilities:

Troubleshoot FDA customers problem via telephone, emails and web queues
Use of VPN to access customers computer to resolve issue (token and VPN client issues)

Tier II help desk

Confidential

Responsibilities: