SUMMARY:

• Accomplished customer focused information technology professional with excellent administration, design and support skills with 7 years of experience in the Information Technology field.
• Expertise in desktop support including computer repairing, Microsoft Operating Systems. Install and configure LAN/WAN network, Microsoft server’s OS, network printers, group policy, Blackberry Enterprise Service, Smartphones configuration including iPhone and Cisco soft Phones.
• Very strong interpersonal skills, relates well to all levels of the organization and seeking a technical position where I can share my current knowledge, customer service skills and can help various users per a company service level(SLA).

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

Desktop Support Engineer

• Tier 2 and 3 Problem management and support
• Infrastructure support
• Organizational unit and GPO management and support
• End - user application, support and QA testing
• Support HQ and remote and regional users
• Liaison between vendors to support in-house applications and product warranty
• Small project managements
• Admin for LogMeIn Pro and Rescue
• The use and support of Microsoft office 365/office 2013 and 2007 applications
• The use of SCCM and end-user support with failed applications installations etc.
• The use of Active Directory to administer and support end-users account Cisco Voice over IP
• SNOW ticketing system and the use of Remedy and reports creation
• Troubleshoot network drives issues for end-users Network drives mapping and network printer installations and support
• Server and intranet and various application supports

Confidential, McLean VA

IT Consultant Multifamily Loan Production

• Help with troubleshooting loan production applications
• Give internal users access to loan applications for underwriting and loan accounting
• Give external customers access to various loan reporting software for Freddie Confidential daily reporting
• Administrator for the Property Reporting System(PRS)
• Administrator for Insurance Compliance tool(ICT)
• Access to Document management systems DMS
• Administrator for Consent Request Tracker(CRT)
• Monitor the security and service desk mailboxes for internal and external customer related issues
• Liaison with the Freddie Business Operations Support(BOS) team
• Access to Remedy ticketing for incidents escalation and customer feedback
• Oracle Contact on Demand(COD) and CRM to manage incoming calls and voicemails
• The use of Outlook 2010 and lotus version 8.5
• Access to LAN shared drives and the use of Nortel phone systems
• Responsible to create daily report to Freddie Confidential Business Operations Support
• Multifamily Origination and Underwriting System(OUS)
• Multifamily Streamlined Management Analytical and Reporting Tool(SMART)
• The use of MPS Security Launcher via Windows Server 2008 R2 to manage various Apps like accounting, Deal, MFamos, Underwritings, Purchase Tracking, Loan Accounting, PM Ledger etc.

Confidential, Rockville MD

Desktop Support Specialist

• The use of Active Directory domain services to reset passwords and account creations
• SCCM admin for asset management and pc updates and deployments
• Network printer and driver’s installation, support and troubleshooting
• The installation of windows 7/8 and various in house applications like Bayer hotlines
• The deployment of laptops and desktops to end-users
• Responsible to migrate and backup end-user data before migration or deployment
• Hard drives and CPU replacements and troubleshooting
• Liaison with Dell Support to ship and replaced defective parts under warranty
• Take incoming calls from out of state customers within same company
• The use of GotoAssist and DameWare for remote administration and support
• The McAfee ePolicy Orchestrator encryption(EPO) and virus protection
• Gave various users access to LAN shared drives, Mailboxes and join to AD Groups per job responsibilities
• Responsible to setup new users in every department per office manage
• The use of outlook 2010 and Microsoft office suites and SharePoint site
• Responsible for Lync server 2008 and user’s creation

Confidential, Arlington VA

• Prepared and migrated over 10,080 users Outlook account to Outlook Email+
• Installed and configured firewalls, anti-virus, IDS and windows security updates
• Updated access control list
• Performed preventive maintenance on laptops, printers and networking devices
• Update and or change user passwords per request
• Maintain hardware and pc software and help provide great customer service experience
• Desktop imaging and hard drive data recovery as needed
• Proactive in preventing malicious acts and misuse within an organization
• Provided hands-on user training as required
• Examined and deployed Microsoft patches and system firmware
• Work onsite with the Federal Deposit Insurance Corporation (FDIC) to resolve IT related issues
• Responsible to copy over 10,080 users PSTs for migration
• Team Lead of the Outlook Email+ migration team
• Troubleshoot end-user issues with Outlook 2003,2007/2010
• Respond to client’s request for missing emails and issues relating to Outlook

Confidential, Columbia, MD

Desktop Support Specialist

• The installations of local and network printers
• Microsoft Outlook exchange server support
• Responsible to scan for corrupt outlook personal folders and repair if necessary
• Have experience with outlook repair tools like scanpst and scanost
• Outlook profile creation and client side configuration
• The installation of active directory, DNS, DHCP, exchange server 2007/2010 and web server IIS
• The use of exchange server management console and the administration of user mailboxes
• Collect Exchange organizational health data report
• NettcpPort sharing via the services.msc console
• The use and conversion of outlook ANSI format into the new Unicode standard as needed
• Recovered outlook personal folders lost passwords for end-users using crack tools from the server as needed
• Configured and setup end-users with iphones and smart phones with corporate outlook profile
• The installation of outlook 2003,2007 and 2010 for new and existing clients
• Was responsible to update client software via the Microsoft windows site
• The installations of Cisco Soft phones for executive and VPN users
• Experience with Blackberry firmware and Wireless devices
• Help close and resolve tier 2 issues in a timely manner
• The use of Remedy and BMC ticketing system
• Data recovery and restoration via flash drive and network share
• SCCM application deployments and many other features like remote shutdown and troubleshooting
• Have the experience to solve issue at hand without escalating to other groups or individuals
• The ability to troubleshoot Microsoft office 2003,, 2007 and 2010
• Office suites migrations and installation
• The use of Active Directory to add and remove users from the network and password resets
• Experience with RODC, Branch Server troubleshooting, Server Core, Cisco IP Telephony and server 2008
• The use and installation of Symantec Endpoint Encryption and endpoint Virus protections
• Experience with Windows Deployment Services and WSUS for security patches and updates
• Experience with Lenovo, HP, Dell and Gateway
• Experience with applications and operating systems upgrades, bug fixes
• Setup new employees with new laptops or desktops depending on title
• Troubleshoot and repair laptops with replacements parts and liaison with warranty providers

Confidential,Washington,DC

Help Desk Support Specialist

• Recommended and implemented a software system to track all licenses and maintain an accurate inventory of all equipment.
• Installed Windows WSUS updating service for the entire organization.
• Worked as part of a team that took down our server room, moved buildings, and re-installed and connected all the server equipment ensuring that full capabilities were available after the three-day weekend allotted for completion of the move.
• Assisted the Network Administrator in migrating to new servers.
• Took helpdesk calls within the organization and branch offices
• Helped network administrator with daily tasks.
• Create volumes and mount points for storage needs
• Raid configurations 0, 1, 5, 0+1
• SCSI HD installations and configuration
• Mobile devices