OBJECTIVE:

To become part of energetic, comprehensive and professional Information Technology admin team. To increase my exposure and experience wif new technologies in teh Information Technology industry.

SUMMARY:

• Experienced in C+ programming language
• Experienced in DMS installation and configuration
• Experienced in configuration and installation of Lotus Notes versions 6.5 - 8.5.3
• Experienced in Citrix configuration and installation
• Experienced wif Cisco VTC configuration
• Experienced wif Server 2012 R2
• Experienced in VPN trouble shooting and configuration
• Experienced in Windows operating system installation and configuration
• Experienced in Software and hardware configuration and installation
• Experienced in VMware\Hyper-V 2yrs virtualization technology
• Experience wif creating intendance of optional O.S. on servers using Hyper-V
• Configured and installed VMware player for Windows 7 imaging and Software testing.
• Configured and installed XP VMware to test development applications.
• Experienced in MS Office 2000-2010 installation and configuration
• Experienced wif SharePoint designer 2013-2016
• Experienced wif managing and testing SharePoint site and intranet.
• Experienced in Exchange 2003/2007, Microsoft SharePoint
• Experienced in Team Management, Four years of Management/ Supervisory experience
• Experienced wif Shortel management console
• Goal oriented and self-motivated
• Quick learner, self-starter, able to work wifin minimal supervision
• Strong understanding of SLAs/KPIs
• Excellent Verbal and communication skills
• Excellent organizational and time management
• Ability to adapt efficiently to changes in priority and workload
• Experienced in Windows 10 migration using SCCM 2016

PROFESSIONAL EXPERIENCE:

Confidential 

Helpdesk Manager/Senior Technical Consultant

Responsibilities:

• Managed, Trained, and Mentored Helpdesk staff of 15 Tier 1 technicians.
• Standardized workstation set up and configuration.
• Monitored and generated reports dat reflect teh productivity of teh staff/Helpdesk
• Identify trends from patches management/updates and create resolutions for patch issue.
• Validate billable hours for staff
• Created incentives for high performance and ticket closure rates
• Created escalation process and documentation.
• Created training material for new tech and bank users
• Managed site images (OS Windows 10)
• Incorporated other team recourses for cross training and projects
• Managed teh progress of IT projects and assignments to ensure completion and customer satisfaction.

Confidential, Washington, DC

Desktop Support Engineer/ Helpdesk Team Lead

Responsibilities:

• Supervised 5 Tier 2 Helpdesk technicians, Managed teh Incident queue to ensure request and incidents were fulfilled and resolved, Troubleshoots and resolves basic hardware and software problems using diagnostic tools to determine if teh problem is due to equipment, network, or application errors; referring teh more complex problems to senior staff, ensures workstation configurations conform to system engineers’ specifications and policies and procedures are enforced
• Managed SharePoint site on Intranet. Document management, and assigned access to user accounts.
• Highest Preforming Tier II technician averaged 100-150 tickets weekly wif a closure rate of 95%. Was awarded Best Customer Service for teh year 2015 from Knight Point Systems LLC.
• Workstation upgrade, Windows 7 migration. Supervised and Managed windows 7 upgrade of 450 workstations. me successfully migrated user and machine data/profiles by using USMT Capture SCCM (System Center Configuration Manger).
• Managed Exim Online (EOL) workstation upgrade. Upgrade 25 developer workstations to win7 64 bits and installed and configured software. In addition to software installation me also capture and migrated their existing data/profiles to new machine
• Configured Server 2012 DHCP and DNS Services
• Completed Windows 10 Migration, Successfully migrated 600 machines using SCCM 2012 and 2016
• Managed Exim Online (EOL) workstation upgrade. Upgrade 25 developer workstations to win7 64 bits and installed and configured software. In addition to software installation me also capture and migrated their existing data/profiles to new machine.
• Managed and deployed 15 laptops for DMS Project at Exim Bank (Document Management System). Configured /installed software and migrated user data/Profiles to new machine.
• Responsible for Preformed Daily Systems Report (Availability Report), a report dat provided teh CIO wif status of internal systems and applications.
• Managed all me.T assets/Inventory (for Exim Bank (Asset Manager) updated and modified inventory, processed deliveries and shipments going out. Responsible for deploying and assigning workstation and update teh domain Image
• Managed and supervised deployment of 550 Cisco IP Phone on domain and installed and configured Jabber on user workstations.
• Managed Exim Bank’s Annual Conference me.T expo. Build 25 machines for teh Annual Conference, configure Exim Bank’s Twitter account on teh machine to display interactive social media marking,
• Build and deployed machine (45) for Exim Bank’s regional offices, Created and Managed teh solution for constant connection to headquarter data center, Coordinates wif other departments, such as Infrastructure Engineering, Network Services, Telecom, Service Desk, and Information Protection, to ensure their workstation and LAN requirements are met
• Managed and configure Skype for Business on (550) Exim Bank machines and (25) personal machine (Non- Domain). Also, conducted Skype training for all of Exim Bank’s users. Ensure dat teh user base had a comfortable understanding of teh applications functionality.
• Responsible for desktop support\Applications for 50 developers at Exim. (SQL, RAD, TOAD, ECLIPES)
• Managed Wireless network (DMZ) Access Authentication credentials.
• Performs and assists wif system upgrades wif servers and switches including applications such as, but not limited to, Active Directory, VMWare, and Outlook
• Performs and assists wif system upgrades wif servers and switches including applications such as, but not limited to, Anti-Virus, Help Desk ticketing software, E-mail and network monitoring software.
• Works closely wif teh Director (CIO) and Staff to Implement\Develop and Network policies, procedures and standards for Users and external offsite Users, maintains documentation for workstation assembly, workstation load, workstation configuration and quality assurance procedures creating reports as requested or needed
• Installed, configured, and created user account for Shortel VOIP devices.
• Managed Installation\Implementation of Cisco VOIP phones UCS, Managed\created user accounts in teh Cisco Call Manager
• Installed and managed Cisco VCT equipment and configurations
• Installed and configured Remedy Ticketing system
• Installed and configured IBM developer software packages (Clear Quest, RAD7.5.5, Clear Case)
• Installed Quest software and configured teh software (Toad)
• Installed and configured Oracle software
• Installed and configured Citrix XenApp
• Responsible for operating system upgrades of 500 systems from XP to Win7
• Responsible for imaging/ installing Windows 7 and 8 OS on Dell laptops and desktops.
• Managed Exchange user accounts (Outlook 365).
• Created and assigned Incidents and Service Request from SCCM Service Manager ticketing system.
• Created, Responded and Assigned trouble tickets in Remedy ticketing system.
• Created/ updated user LAN accounts in Active Directory and created hardware accounts in Active Directory.
• Created and managed Print Servers on domain
• Preformed LAN / User account maintenance in Active Directory
• Responsible for Asset Management changes and updates (new equipment).
• Responsible for RSA token assignment. (Remote access).
• Responsible for data migration and user data backups.
• Responsible for peripheral equipment maintenance and configuration. (Printers, scanners, projectors).
• Responsible for Ensuring user access, performance, reliability and security.
• Updated web browsers; (Firefox, me.E)
• Installed and configured Microsoft Office 2010 and Outlook 365
• Configured and installed VMware player for Windows 7 imaging and Software testing.
• Configured and installed XP VMware to test development applications.
• Create Windows 7 image for Exim’s Annual Conference using VMware player for 50 machines.
• Managed and assisted wif implementation of PIV authentication.

Confidential

Team Lead Desktop Technician

Responsibilities:

• Assist teh PM wif successful delivery of teh project
• Manage deployments and schedule changes
• Collect site-specific data and convert into status reporting and deliverables
• Manage onsite resources against project objectives
• Conduct technician On-boarding requirements
• Provide financial data reporting to teh PM for budget monitoring
• Upgrade systems as documented in a consistent manner
• Provided upgrade support for users including Windows 7 questions and issues related to deployment.
• Effectively escalated any issues for resolution to teh appropriate department.
• Responsible Physical inventory for approximately 900 systems
• Upgraded teh memory for any systems dat fall below teh threshold set by Fauquier Health
• PC Refresh- replaced systems hardware for approx. 100 items
• Upgraded approx. 800 systems to a standard Windows 7 image
• Provided and Excel spreadsheet reflecting: Asset Tag #, Floor, Building, Room #, Cubical, Make, Model, Serial #, Inventory technician name
• Demonstrate excellent customer service skills to all users
• Ensured dat system upgrades are successful

Confidential

Jr. Network Admin/Desktop Engineer 

Responsibilities:

• Approved RSA Certificates/VPN access and configured teh RSA Security tokens wif teh VPN software (Cisco Any connect) for all domain machines (65)
• Configured/Installed Pointsec Encryption Software on (65) domain machines and created teh user profiles and configured teh profiles wif teh software.
• Configured Point sec encryption software wif RSA token on (65) domain machines to ensure teh RSA/Point Sec profiles properly authenticated into Windows environment.
• Managed integrity of Active Directory by routinely deleting user/machine accounts
• Resolved Network vulnerability issues, (Systems unable to receive Group Policy updates) by ensuring teh machine name TEMPhas an account in Active Directory and ensuing dat teh machines membership to teh domain is a trust relationship. (DNS)
• Utilized SCCM software to distribute Microsoft system and software updates to (65) domain machines.
• Resolved remote connectivity issues wif Verizon wireless modems and internal wireless cards for remote users wif non- Domain machines by disabling teh feature in teh BIOS
• Installed/Configured/Tested Citrix plugin on user Laptops and other remote devises (IPads, iPhones, Android Notebooks, Android phones)
• Managed Inventory and Software licensing in Active Directory for teh entire company.
• Developed Technical documentation for Users
• Preformed Software upgrades and installation on domain machines and non-domain machines. In addition, replaced and repaired laptop and user workstation for teh entire company.
• Created, deployed domain image using Ghost Imaging Process, ensured teh image was in coherence wif DOD regulations and standards.
• Provided Telecom support and troubleshooting

Confidential, Alexandra, VA

Desktop Engineer

Responsibilities:

• Configured and installed Winn 7 on desktops and laptops
• Configured and installed Microsoft Office 2012
• Configured and installed Microsoft Outlook 2010
• Configured Blackberry and mobile devices to teh exchange server. (BAS)
• Responsible for desktop modification/upgrade.
• Responsible for operating system migration project from Winn XP to Winn 7 (150 devices/clients)
• Responsible for teh installation of department specific Software(Costpoint, Impromptu, Shortel voice over IP)
• Responsible for configuration of Shortel voice over IP phone system.
• Responsible for Blackberry and mobile device activation/deactivation.
• Responsible for telecommunication equipment recovery/distribution (Asset Management)
• Responsible for RSA activation and configuration for remote connectivity (Secure ID)

Confidential, Washington, DC

Tier III Analyst

Responsibilities:

• Provide me.T. Support to a department of 225 Clients/Users.
• Respond\Resolve network connectivity issues for department/clients
• Create Wins/Lan accounts for new clients and hardware
• Configure/installed Lotus notes version 8.5 for new clients
• Resolve Lotus notes issues mail server issues.
• Create remote accounts in RSA for field clients to access teh IFC network.
• Process request for new communication equipment and configured new equipment for department/clients.
• Maintained accountability for communication/Information Technology equipment assigned to CAI
• Set up/configured communication equipment me.e. Laptops and network printer for Spring Annual conference for teh World Bank.
• Set up VC presentations using Cisco Voice over IP phone system.
• Followed up on teh resolution of incidents escalated to teh service desk for resolution.
• Configured Black Berry mobile devices for clients,
• Configured IPADs onto IFC Network/Citrix Server farm for remote access to teh Network.
• Configured AMX VC system in conference rooms for video conferencing.

Confidential

Service Desk Analyst II

Responsibilities:

• Configured/Installed Lotus notes versions 6.5-8.5.3
• Supported 6500 user daily, creating User accounts in Active Directory/DRA and hardware accounts in Active Directory/DRA.
• A general understanding of all MWHC Information Systems clinical and business applications.
• Providing telephone and remote technical and general computer support to all users of MWHC computer systems
• Escalate calls not resolved on initial contact to teh appropriate IS support team (queue).
• Perform other duties as assigned including resolving emergency issues/situations.
• Lead process and quality improvement initiatives at teh Service Desk.
• Participates in project planning and delivery as required; implementation/cut-over/testing and on-going operation.
• Participates in MWHC Change Management and Disaster Recovery activities as required.
• Explains Information Systems policies as required.
• Accurately log incoming calls including user information, problem description/service request in teh MWHC Service Desk system (Altiris).
• Troubleshoot technical problems and resolve problems on initial contact where feasible utilizing MWHC diagnostic tools; knowledge base, remote access tools (Radmin), etc.
• Properly categorize and prioritize teh incident/request based on impact and urgency of teh request.
• Efficiently manage teh telephone interaction to capture relevant information and attempt resolution wifin in target service levels.
• Log into and make use of MWHC Automatic Call Distribution (ACD) system.
• In-depth understanding of off-teh-shelf desktop and productivity applications used throughout MWHC; Microsoft Office products, Lotus Notes, etc.
• Configure and installed Lotus Notes

Confidential

Helpdesk Support Specialist 

Responsibilities:

• Analyzed incidents to determine teh root cause of teh problem
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
• Provides case status updates to management and end-users. Supports and maintains effective relationships wif users.
• Used initiative and clear and logical thought processes to find ways of solving incidents
• Listened to callers to determine teh probable cause of an incident and logically take teh caller through a step-by-step problem determination procedure
• Categorized incidents for call tracking and logging purposes
• Installed ghost imaging software on 400 desktops to ensure operating system consistency on teh LAN (WRAMC)

Confidential

Network Security Specialist (Helpdesk Supervisor)

Responsibilities:

• Surveyed and installed security and virus patches on all desktops to ensure compliance wif DOD guidelines
• Identified and isolated security vulnerabilities on teh LAN (WRAMC), and installed teh appropriate virus removal software
• Updated operating systems on desktops for end users and backed up user data on network drives
• Created and updated user account information on teh LAN (WRAMC)
• Reset user passwords using remote utilities