TECHNICAL SKILLS:Hardware:  Active Directory, Microsoft office, MS Office, Remedy, VPN, Cisco VOIP, SCCM, iPhone and Android, Remote Tools LANDesk, Remedy 

Technical Skills: Active Directory, Remedy, Microsoft Office Suite, McAfee Endpoint Encryption, Ghost, VPN, SCCM, Remote Tools - LANDesk, Altiris.

Software: Windows 7, Ghost. Cisco AnyConnect VPN client, and VMware vSphere Client.

PROFESSIONAL EXPERIENCE:

Confidential 

Jr System Administrator / Desktop Support Specialist

Responsibilities:

• Delivering high level, consistent responsive technical support and customer service to Brookings employees and affiliates through the ITS Service Desk.
• Manage Active Directory to administer user’s account including Creating AD Account, granting permissions to software groups and network shared folder as requested by Brookings employees.
• Configured and repaired Computers, Laptops and associated peripherals.
• Deployed and provided technical support for Apple devices, Androids while tracking Asset. Communicated with Vendors in resolving IPAD and iPhone related issues.
• Provided technical troubleshooting support using SCCM remote control tool.
• Managed loaner Laptops and other equipment performed inventory and storage task.
• Configured and Administered Cisco VoIP phone system to configure Brookings employees Desk Phone including resetting Cisco Unity Voicemail password.
• Tracked and managed tickets through Remedy Ticketing system.

Confidential 

Desktop Support Specialist, Washington, DC

Responsibilities:

• Delivering high level, consistent responsive technical support as well as customer supporting government staff.
• Created and Administered Network Accounts using Active Directory.
• Conducted hardware and software diagnostics and coordinated repairs with various venders.
• Installed, Configured and Repair PC's, Laptop's, Printers other peripherals related to connectivity or functionality.
• Track and document all reported problems and services request via Phone, Email and walk - Ins.
• Imaged PC's and rebuilds old systems installing Microsoft office 2010 and Standard applications requested IT equipment for new users
• Perform physical inventory of IT Assets using Scan Asset Management Software.
• Possess working noledge of remote control tools such as Microsoft System Center Configuration Management.
• Coordinate with other OITS support teams to provide improved communication and service to customers.
• Troubleshooting VPN connectivity issues and assisting with how to questions.

Confidential 

Desktop Support Specialist, Alexandria, VA

Responsibilities:

• Utilizing Ticketing System On-Time 2011 to Document, update and Resolved End User calls to ensure timely resolution.
• Grant User's Access Right's to Network Shared Folders and Mapped Users to Scan Sever.
• Responsible for Ordering, Deploying IPhone/IPad's, Androids while tracking updating New Asset issued or replaced.
• Monitored Helpdesk Mailbox, responding to IT incidents via telephone, Email, in person in a timely accurate manner.
• Installed and provided support to Remote user's connecting to Network using Cisco AnyConnect VPN client.
• Supported troubleshot MS Office Suite /Exchange 2010, Configuring and repairing PST files, auto archives, Calendars.
• Imaged PC's and rebuilds old systems installing Microsoft office 2010 and Standard applications requested IT equipment for new users, meetings, and conferences.
• Interacts with the network service team to resolve issues with network-based services.
• Troubleshooting Thin Client issues and VMware vSphere Client connectivity issues.
• Working on IT Operations Infrastructure Projects independently or with Helpdesk Personnel.

Confidential 

Desktop Support Specialist, Bethesda, MD

Responsibilities:

• Provided consistent responsive Tier II customer services to over 1, 4000 corporate users.
• Responsible for all Computer configuration and application deployments supporting domestic staff.
• Configured, administered and repairs PCs, laptops, printers, scanners and other peripherals.
• Supported Active Directory Administration. Migrated and deploy end user machines from Windows XP to Windows 7.
• Deployed applications with automated deployment tools such as Altiris.
• Interacts with the network Service Team to resolve issues with network-based services.
• Possesses an understanding of the Personal Identification Verification (PIV) security.
• Performing Migration from Windows XP to Windows 7 installing software According to end user Department.

Confidential 

Desktop Support Specialist, Washington, DC

Responsibilities:

• Provided consistent and responsive Technical support to over 3,000 government users in person and remotely using SCCM.
• Executed written documentation of trouble ticket using Remedy tracking system to log, and research information system trouble calls.
• Provided support for Windows 7 Desktops, Laptops, Troubleshot, Configured network and local printer problems.
• Installed and troubleshot McAfee Endpoint Encryption to prevent unauthorized access to data on desktops, laptops and network servers.
• Configured, Administer and repaired PCs, laptops, printers, scanners, and other peripheral devices.
• Conducted hardware and software diagnostics and coordinated repairs with various venders.
• Provided successful implementation and migration of new system deployments.
• Migrated user data from Windows XP to 7, ensuring complete functionality of all software's as well as logging and inventorying the old returning assets.

Confidential 

Help Desk Analyst, Washington, DC

Responsibilities:

• Executed written documentation of trouble ticket using Track IT, maintaining help desk procedures.
• Deployed, troubleshot and repaired computer systems, printers and other peripheral devices.
• Administered user accounts & network shares in Active Directory.
• Troubleshot and resolved software issues via phone by utilizing remote control tools (Microsoft SMS).
• Applied latest operating system patches as well as client's software such as Virus Protection McAfee and Symantec Ghost.
• Provided VPN tokens support services and mapped devices to the Exchange Enterprise server.
• Arranged and prepared equipment for shipping/receiving and handled customer pick-ups for equipment.
• Troubleshot Active Directory in a Windows 2003/2008 Server environment.

Confidential 

Helpdesk Support Specialist, Washington, DC

Responsibilities:

• Performed computer hardware and software installations.
• Utilized remote tools, Proxy Master and LANDesk Management to push patches to end-users.
• Troubleshot web browser, Internet TCP\IP and modem connection problems.
• Setup new user equipment and images according to end user's needs.
• Configured and troubleshot Microsoft Outlook 2003 client email issues.
• Utilized Remedy Trouble Ticket System to update, track & close trouble ticket.
• Troubleshot printers, copiers, faxes, scanners and other peripheral devices.
• Performed miscellaneous job-related duties as assigned.

Confidential

Technical Support/Customer Service Representative, Rockville, MD

Responsibilities:

• Installed modem drivers in order for users to synchronize contacts, calendar with Outlook.
• Troubleshot text messaging, connectivity and outgoing mail issues.

Confidential 

Technical Support Representative, Gaithersburg, MD

Responsibilities:

• Provided Phone support related to hardware, software, standards, procedures & policies.
• Troubleshot and Configured network printers as well as printing issues.
• Installed and Troubleshot Microsoft Office Suite and Connectivity Issue.
• Provided user support for Palm Pilots, Windows 2000 and 2003 environment.

Confidential 

Tech Support / Customer Service Rep, Herndon, VA

Responsibilities:

• Assisted user to install software on various operation systems including Wins 98/2000.
• Assisted customers to navigate & download software using Internet Explorer.
• Documented calls & tracked all communication to & from customers.
• Handled issues with printers, network connections & email problems.