TECHNICAL SKILLS:

Operating Systems: Windows XP; Windows 7; Windows 8; Windows 10

Software: MS Office; Active Directory; Remote Desktop; Citrix Receiver; Cisco AnyConnect; Remedy; Service Now; Bomgar; Lotus Notes; Domino Administrator; Microsoft System Center Configuration Manager (SCCM); SDT Connector; Good/Good Console; Citrix Director; PowerShell; ActivClient; Adobe Creative Packager

Hardware: Great knowledge and understanding of PC components; HP desktops; HP laptops; Dell desktops; Dell laptops; Lenovo laptops; Printers; Scanners; Blackberry; Android; iOS; Mac

EXPERIENCE:

Confidential, Washington, D.C.

Desktop Support Technician

• Provide desktop support for approximately 3,000 Department of Energy employees.
• Must manage ticket queue and set appointments with customers to ensure incidents and task get closed in a timely manner.
• Responsible for new workstation setups.
• Responsible for moving workstations to another location within the same office, or to a new office within the Department of Energy. (IMAC)
• Perform computer swaps (Desktop to laptop or laptop to desktop). Must ensure that all data is backed up when performing a swap and return old equipment to Inventory Control. Must also remove HDD and put on hold for 30 days.
• Must ensure that all assets have been updated.
• Reset customer passwords via Active Directory.
• Provide new employees with first time logon assistance.
• Must ensure that all new employee workstations have been added to the proper domain within Active Directory.
• Provide new employees with an exemption via Registry, to ensure they are able to login with their username/password.
• Must recreate MS Outlook profiles when called for.
• Responsible for installing approved software using administrative rights.
• Responsible for periodically reimaging desktops and laptops to ensure they have the latest image.
• Experience troubleshooting VDI/Citrix issues.
• Provide remote desktop support via SCCM.
• Provide remote desktop support via Citrix Director for customers working remotely.
• Must reset Citrix profiles when called for.
• Responsible for mapping customers to correct network drives and printers.
• Must install printer drivers for customers using local printers.
• Extensive experience and knowledge configuring mobile devices with GOOD and Blackberry UEM.
• Configure customer’s phones with S/MIME to ensure they are able to open and encrypt emails.
• Troubleshoot Blackberry issues.
• Must prepare and provide customers with loaner laptops when going on travel.
• Responsible for adding RAM or installing video cards when called for.
• Provide customers with a machine recovery via ePO when locked out of their laptop.
• Responsible for resetting customers RSA credentials.
• Responsible for performing Entrust recoveries for users who have forgotten their credentials.
• Occasionally work after hours on special projects, such as the deployment of VoIP phones to Department of Energy employees.
• Experience with repairing virtual apps (Microsoft App - V Client) via PowerSell.
• Experience with creating software packages in Adobe Creative Cloud.
• Experience with writing batch files (.bat) to automate task.
• Experience with administering software to customers workstations via direct IP.
• Work with the BigFix team to ensure laptops that have been off the network for more than 30 days receieve necessary updates.
• Experience with connecting to Jumpservers via SDT Connector.
• Work with the Managed Services team to ensure that all software has been tested, approved, and put on the DML with instructions on how to successfully install it.
• Responsible for running QA reports on tickets to ensure they are being updated/closed properly and in a timely manner.
• Provide after hours support to the Emergency Operations Center (EOC) when on call.

Confidential, VA

Help Desk Technician

• Lead liaison for the service desk.
• Provide web based application support for approximately 14,000 Army JAG Corps Clients via phone and email.
• Must open, track and close tickets, using Lotus Notes, within 48 hours to meet Service Level Agreement (SLA).
• Process new accounts and provide users with appropriate access to the JAGCNet website after verifying information.
• Troubleshoot login issues.
• Must walk clients through troubleshooting steps for the different web applications (Deleting cookies & cache, turning compatibility view on/off, making sure they have the correct internet settings turned on/off, etc) when something is not performing as it should.
• Responsible for deleting accounts that have gone at least 13 months without activity.
• Must see if the issue can be replicated when troubleshooting before escalating to the next tier.
• Must escalate tickets to web developers, using Lotus Notes, if unable to resolve the issue.
• Must educate customers on what’s new and how to do specific things once software updates have been pushed to the different applications.
• Responsible for updating our Knowledge Base with “How To” procedures that fellow colleagues can reference when unsure of a particular issue.

Confidential, Arlington, VA

Help Desk Technician

• Provide technical support via phone and email to approximately 3,000 OCC users.
• Configure user accounts using Active Directory. (Change/Reset Passwords; Provide/Take away access)
• Responsible for remoting into customer’s computers using Remote Desktop Connection and entering admin rights to install software.
• Provide VPN support to customers in the field.
• Provide support to customers who need their RSA token reset.
• Provide Blackberry and iPad support.
• Responsible for opening, tracking and closing tickets within 5 business days, using the Remedy ticketing system, to meet the Service Level Agreement (SLA).
• Provide support for web based applications used by the OCC (WISDM, Examiner View, NCT, NCT2).
• Using Remote Desktop Connection, connect to customers PC’s and map to local printers and install the correct drivers.
• Provide Microsoft Office support. Specifically running repair tools in Microsoft Outlook when the application would not run.
• Provide Bitlocker support for users locked out of their laptop.

Confidential, Arlington, VA

Help Desk Technician

• Responsible for resetting/unlocking bankers passwords and accounts via FDICconnect.
• Process Change Management Request
• Responsible for resetting mainframe passwords.
• Responsible for opening, tracking, and closing trouble tickets.
• Provide support of complex integrated software applications used by FDIC Examiners in completing Bank Audits and Examinations throughout the country. (4C, Alert, Genesys, FDICconnect)
• Support of Web based Information system utilized by bankers nationwide to access their FDIC Quarterly Assessments and other pertinent financial information.
• Assist the DIT Helpdesk with various calls as needed. (Password resets via Active Directory, installation of hardware and software for customers, basic IT troubleshooting, and assisting with Microsoft Office issues)
• Served as an intern on the Army Enterprise Service Desk providing local installation of workstations and phone support to respective customers in the field.