OBJECTIVE:

• To secure a desktop support position in an atmosphere where excellence is accepted and challenges are commonplace.
• Safely dissemble and reassemble a computer system
• Use electronics test equipment and diagnostic software to troubleshoot system
• Install, configure and troubleshoot operating system & software applications
• Install, repair and maintain computer hardware, peripheral equipment, and computer network
• Diagnose and resolve technical problems using computer service techniques
• Demonstrate written and verbal communication skills
• Use critical thinking skills to evaluate and solve problems
• Define the characteristics of transmission types
• Install a PC network, and can also use diagnostic software
• Trace or ping network faults

PROFESSIONAL EXPERIENCE:

PC Analyst

Confidential, Washington DC

• Provide direct end level two desktop support, conference room technology support
• Provide end user support for PC’s, Mac, mobile devices, IPhone, Android, iPads, Win7,Win10
• Assign users and computers to proper groups in Active Directory 2003, 2008, support MS Office 2016
• Install, modify computer hardware, software to include building, troubleshooting Mac’s and PC’s.
• Deployment of hardware, new PC’s/Mac’s, rebuilding PC’s, troubleshooting network and desktop printers
• Experience using Bomgar for remote support, Office 365 and ServiceNow ticketing system
• Provide technical support for Symantec End Point Encryption, Install, configure
• Provide “White Glove Service” to executive staff

Tier II Desktop Support

Confidential, Rockville, MD

• Assists with on boarding of new users and training of iPad’s, iPhones, and assorted mobile devices
• Assign users and computers to proper groups in Active Directory 2003, 2008, support MS Office 2013
• Install, modify and repair computer hardware, software to include building, troubleshooting and repair
• Create, maintain, delete network and electronic mail accounts, perform system administration functions
• Troubleshooting equipment malfunctions of desktops, laptops and network printers
• Provide technical support for Symantec End Point Encryption, Install, configure and distribute workstations
• Updating and maintain confidential information through adding, deleting and unlocking network accounts

Sr Technician, Network

Confidential, Merrifield, VA

• Provide telephone and remote - control support for all OIG offices using DameWare11 and Active Directory
• Install, configure, test and support MS. Office Pro, firewall software, and encryption software
• Responsible for executing routine electronic mail maintenance utilities, configure Blackberry’s and Android
• Create, maintain, delete network and electronic mail accounts, perform system administration functions
• Install, configure, test, and remove system boards, network interface cards (NICs),printer and workstation
• Provide technical support for MacAfee End Point Encryption, Install, configure and distribute workstations
• Responsible for network backups procedures and restoration of lost data, Microsoft Deployment Kit, Win7

Windows7 Migration Team

Confidential, Merrifield, VA

• Install, configure, and upgrade computer systems from Vista to Windows 7 using Windows Easy Transfer.
• Responsible for installing, configuring and updating the SCCM 2007/2010 client settings
• Install re-image and configure all FERC laptops and desktop systems, migration Windows XP, Windows 7
• Provide Administrative support for Outlook, Microsoft Office 2010 and Active Directory
• Responsible for configuring, backup and restoring users data, settings, favorites
• Responsible for mapping network drives, PST folders, add systems to domain, troubleshooting issues

System Support Specialist

Confidential, Vienna, VA

• Install re-image and configure all NOAA laptops and desktop systems, migration Windows XP,Windows 7
• Provide Administrative support for Outlook, Microsoft Office 2010 and Active Directory
• Responsible for creating, updating and resolving remedy tickets for NOAA employees.
• Install, configure, and upgrade computer systems, network hardware and software, SCCM 2007
• Responsible for configuring, troubleshooting and setting up iPads, iPhones, BlackBerrys.
• Provide technical Support for Safe Boot, VPN accounts and VTC meetings.

Desk Top Support Specialists

Confidential, Fairfax, VA

• Install re-image and configure all FAA laptops and desktop systems, Windows XP, Windows 7
• Provided Administrative support for Lotus Notes and Microsoft Office 2010
• Responsible for creating, updating and resolving remedy tickets for FAA employees.
• Install, configure, and upgrade computer systems, network hardware and software
• Responsible for configuring and setting up Safe boot, FRAC VPN accounts and VTC meetings.
• Apply advanced diagnostic techniques to identify problems, investigate causes and recommend solutions

Copyright Technical Support

Confidential, Washington, D.C

• Provide desk side support to Library Of Congress (LOC) employees
• Maintain Seibel database for end users applying for copyrights
• Create, update, and resolve MERANT tickets for customers
• Provide technical support in both English and Spanish in a high volume call center
• Responsible for following up with end-users until issue is resolved

Helpdesk Specialist

Confidential, VA

Responsibilities:

• Provided Administrative support for Lotus Notes
• Provided technical phone support for the Confidential (FAA) employees
• Troubleshooting issues within Active Directory Infrastructure
• Created, update, and resolved HEAT tickets for customers
• Provided remote technical support using the Systems Management Server (SMS)
• Provided technical support for the Citrix client

Tier II Security Analyst

Confidential, VA

• Provided support for the One VA-VPN
• Installation, connectivity, and access to resources
• Monitor Network traffic using net Forensics
• Identified suspicious traffic by monitoring the IDS sensor
• Created, update, and resolved Remedy tickets for customers
• Supervised Tier I level analysts in their daily tasks
• Provided assistance with security events

Help Desk Analyst

Confidential, VA

• Provided technical support with registered customers online
• Performed excellent customer service
• Worked on Remedy software for escalated issues