SUMMARY:

To obtain a career in Information Technology where proven capabilities in a LAN/WAN corporate environment are utilized in order to make a significant contribution to an organization’s goals and objectives.

TECHNICAL SKILLS:

Hardware: Installation, configuration and use of the following: Intel based servers, personal desktops and laptops, Administration of VMware servers using Vsphere 5.5; Cisco Switches and Routers; DLT Autoloaders; EMC Disk Libraries; Nortel BCM 4500 Digital/VOIP phone systems; Avaya VOIP Phones; various fax servers; Ethernet cabling; Wifi Access Points

Systems: Windows Server 2007 - 2013; VMware ESXi server 5.1; Exchange Server 2010; SharePoint Server 2007-2010; IIS 7: Symantec Netbackup 7.5; MS Windows 7-10; Symantec Endpoint; Synamtec Enterprise Vault; Mcafee EndPoint Encrytption: GFI Fax server; WASP MobileAsset ; Citrix XenApp; Altiris Notification Server; Altiris Deployment Solution; Solarwinds Orion; Microsoft Systems Center Configuration Manager 2012

Networking Protocol and Standards: TCP/IP, DHCP, SSL. SMTP, VPN, Active Directory, LDAP, Wifi

PROFESSIONAL EXPERIENCE:

Confidential, Bethesda, MD

Senior Help Desk/System Analyst

Responsibilities:

• Performed advanced technical tasks within the assigned work area demonstrating consistent good judgement and discretion.
• Collaborated with members of the help desk team to serve as Senior Help Desk/System Analyst and as the primary liaison for all ASHP staff regarding technology such as computing technical support, local operations and administration of workstation/network components.
• This included tasks ranging from troubleshooting existing tools and systems to assisting with requirements for new systems, processes, and training.
• Determined work priorities, policies and operating procedures.
• Interacted with others to coordinate work projects.
• Worked as a member of the Help Desk and IT on-call team.
• Performed technical support, local operations and administration of all ASHP workstation components.
• Applied professional-level knowledge and principals to solving problems requiring the identification and analysis.
• Resolved all staff incident tickets in a timely manner by diagnosing staff issues/incidents to isolate cause and provide resolution.
• Assured the integrity/maintenance of all supporting documentation, procedures, resolution databases, and inventories.
• Monitored system performance and access privileges. Maintained ongoing and accurate reporting.
• Worked with the Help Desk Manager to capture analyze and report on ongoing problem trends/areas and formulate lasting solutions and/or growth plans.
• Worked with vendors to implement new technology.
• Support and mentor other Help Desk staff.
• Responsible for managing the team and day-to-day operations in the absence of the Help Desk Manager.

Confidential, Alexandria, VA

Associate Manager

Responsibilities:

• The primary focus of this position was to analyze and solve computer, printer and network-related problems; participate in the testing and implementation of cost-effective solutions; and provide support for efficient daily operation of IT hardware and software provided to staff.
• Received and solved first-contact resolution calls from internal IT users .
• Received and solved reported incidents and network-related requests, per SLAs. Fulfilled emailed MACD requests from IT users, per OLAs/SLAs.
• Assisted with identifying IT users' needs and requirements*Assisted with testing and deployment of IT hardware and software to meet business needs.

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Worked with end users on Help Desk requests.
• Responded to incoming help requests from users via ticket tracking system, email or phone in a prompt and courteous manner.
• Performed add, and changes of users in MS Active Directory.
• Performed add, and changes of users and outside contacts in MS Exchange 2010.
• Prioritized and scheduled help requests.
• Escalated requests to the appropriate staff or outside support vendor.
• Documented all information pertinent to help requests and their resolution.
• Assisted staff and/or outside constituents with AV and video/webinar conferencing setups.
• Troubleshot and facilitated solutions to hardware and software problems and coordinated the work of outside vendors.
• Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, installing anti-virus software and configuring systems and applications.
• Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Configured and imaged new computers as part of a Windows 8 upgrade and deployment.

Confidential, Washington, DC

Systems Administrator II

Responsibilities:

• Performed maintenance, monitoring, and support of desktop, server, network equipment and applications.
• Provided tier two service desk support in a group responsible for voice, data, video, server, network, and other infrastructure.
• As a Systems Administrator, I was on-call at all times and had to be able to resolve mission critical issues, including supporting a monthly weekend infrastructure maintenance day. Acted as the main SharePoint Administrator for multiple SharePoint 2007 and 2010 farms.
• Created MS Windows Operating system images and used Altiris Deployment server with customized scripts to deploy the images to computers.
• Responsibilities Included; Day-to-day maintenance (e.g., moves, adds, changes, and deletions) for enterprise, back office, email applications, and telephone systems.
• Supporting and maintaining enterprise, and other, applications, including transitioning applications from test to their production environment.
• Responding to tier 2 service desk tickets and other related production outages.
• Maintaining system documentation, and various tracking documents (e.g., software licensing, hardware, telecom, hardware and network devices, warranties and support agreements, and network diagrams). Keep documentation for audit response support, and present some documentation for auditors with the guidance of the security team and systems operations manager. Supported engineers in installing applications, physical servers, and virtual servers.
• Managed SNMP monitoring, alerting, backups, antivirus, anti-spam, malware, as well as offsite storage, and data mirroring.
• Supported business continuity exercises including yearly disaster recovery test. Own network scheduled jobs and maintenance calendar events.
• Track and maintain asset inventory system.
• Updated and maintained network and rack diagrams used in tracking IT hardware for asset control and system flowcharts to maintain and track various SharePoint farms and database server relationships using Microsoft Visio 2010.
• These diagrams were also used to satisfy audits and meet FISMA reporting to the FCC.

Confidential, Fairfax, VA

Level II Desktop Support Technician

Responsibilities:

• Provided desk side and phone support to PCs in a large corporate environment.
• Duties included installing, configuring and troubleshooting software/hardware on Dell desktops and laptops running Windows NT and Windows XP in a standardized corporate environment.
• Provided support to Lotus Notes 5.x/6.x clients. Nortel VPN, iPass dialer and RSA Security authentication.
• Communicated effectively with other IS support organizations using Remedy and other internal communication tools.

Confidential, Bethesda, MD

System/LAN Administratior II

Responsibilities:

• Implemented corporate Systems/LAN policies, procedures, and standards.
• Installed hardware and software for both corporate and employees use in a Windows 2000 environment according to established standards. Administered and maintained Windows 2000 Active Directory, Exchange 2000 Email Servers, Windows 2000 Fileservers and Web Servers.
• Administered several Microsoft SQL 2000 Servers. Provided hands-on support to staff, to include trouble-shooting problems of Windows 2000 Professional workstations, instructing users in the use of equipment, and assisting as necessary in determining specific hardware and/or software requirements and needs.
• Ensured LAN security and network performance at assigned corporate locations. Implemented and maintained Mcafee E-policy Orchestrator as the Anti-Virus solution. Scheduled and coordinated efforts of corporate
• Systems/LAN Administrators relating to all planned system upgrades and maintenance activities. Developed and wrote procedures for installation, use, and solving problems of communications hardware and software. Supported remote uses via telephone. Assisted staff with problems using corporate VPN solution.
• Maintained all LAN/WAN equipment, such as routers, hubs and cabling.
• Configured handheld devices for use on corporate LAN.
• Developed and maintained MIS budget on an annual basis. Performed all MIS purchasing for all corporate offices.
• Developed and implemented tools to ensure regular communication between the MIS/IT department and employee population.
• Administrated and maintained corporate web site. Developed and implemented technical guidelines to support corporate web site development. Provided development support for corporate website efforts.

Confidential, Washington, DC

Network Manager

Responsibilities:

• Lead Network Technicians and the daily workflow of the department.
• Develop and maintain and an e-commerce website using various tools such as Adobe Go-Live, Adobe Photoshop, and Blue World Lasso web database engine ( Confidential ).
• Work with text editors, photographers, and creative director to ensure web content is current and accurate.
• Administer and monitor Webstar web server.
• Maintain and monitor NT 4.0 servers and a Macintosh network to ensure availability of organizational data and applications.
• Ensure that all users are provided with a working and properly configured PC or Macintosh.
• Troubleshoot e-mail delivery problems.
• Maintain and develop various Filemaker Pro databases as needed.
• Manage work performed by outside consultant and vendors on various computer systems.