SUMMARY:

• Microsoft Certified Professional with over 10 years of experience providing technical support in a fast paced IT Desktop Support environment.
• Specializing in IT Asset Management, Tier I IT - Remote Assistance, Tier II-Desktop Support and Tier III -Active Directory Configuration.
• Highly motivated and dedicated professional seeking new opportunities that will allow me to simultaneously utilize my technical and communication skills while I strive to exceed the goals of my new employer.

TECHNICAL SKILLS:

• Active Directory
• Microsoft Office
• Microsoft Outlook
• Microsoft Windows 7
• BMC Remedy
• Adobe Acrobat
• Cisco VPN
• Blackberry Enterprise Server
• RSA
• Apple iPhone
• Cisco Toolkit
• Citrix
• Sharpdesk
• Nortons /McAfee AV
• Tandberg
• ActiveClient
• TCP/IP
• SCCM
• Ghost
• Acronis
• Dameware
• Bomgar
• Remote Desktop
• Web Browsers
• ActiveClient
• Printer Configurations
• System Imaging
• Software Installation
• Harware Repairs
• Systems Configurations

PROFESSIONAL EXPERIENCE:

Confidential, Ft. Belvoir, VA

Tier II Desktop Support

Responsibilities:

• Image new workstations using SCCM image servers.
• Assist customers with CAC Card configurations and publishing certificates to the GAL.
• Configure network printers and assist customer with mapping to these printers via print servers and TCP/IP.
• Configure BitLocker Encryption features.

Confidential, Rosslyn, VA

Tier II Desktop Support Technician

Responsibilities:

• Support clients using network printers and scanners, Microsoft Office and proprietary and COTS client-server and web based applications; clients working remotely via a Cisco VPN software client over cable or DSL connections and clients using BlackBerry devices.
• Contribute to SharePoint based knowledge base by adding known issues and updating documentation as needed Communicate with the rest of the IT department to identify and resolve system wide issues.
• Work within a tiered structure, assisting junior level staff, while escalating complex issues to more senior team members of the team.
• Perform Active Directory Domain administrative tasks under the supervision of the network-engineering group

Confidential, Camp Springs, MD

Tier II- Desktop Support Technician

Responsibilities:

• Utilize RDC, Dameware and Bomgar Remote Tool to resolve desktop issues that require my technical knowledge and/or elevated credentials.
• Install and configure multifunctional printers and network printer using TCP/IP protocols. Install software and drivers for local printing capabilities. Install and configure software such as Sharpdesk to enable scan to email capabilities. Replace display modules on Multifunction Printers.
• Configure telework laptops and install VPN Clients such as Juniper and Cisco. Responsible for caching user accounts, enabling wireless settings and providing instructions on using VPN clients.
• Perform data transfers in support of Life Cycle Replacement projects. Responsible for configuring Outlook profiles, mapping .pst files, org boxes, network folders and printers.
• Publish the customer credentials to the GAL/Make certificates available to Windows. Leap customers accounts and add users to groups in Active Directory.
• Troubleshoot hardware and software issues. Install HD’s, RAM, Video Cards and NIC’s. Contact outside vendors and give a detailed description of issues for machine that are under a active warranty. Install/uninstall software packages and run repairs on corrupt software installs. Configure third party software packages that are used for mission specific purposes.
• Perform data recovery using Ontrack Software, locates and repair missing and corrupt .pst files. Format external hard drives, back- up customers data up on network approved hard drives and repartition hard drives.
• Install and update outdated anti-virus programs. Update group policy settings and assist engineers with identifying non compliant systems on the network.
• Reimage new workstations using SDC. Rejoin machines to the organizations domain. Configure Sipr machines.

Confidential, Arlington, VA

Enterprise Desktop Support Analyst

Responsibilities:

• Troubleshoot, maintain and repair government computers using Microsoft Windows XP and Windows 7. Install software packages and provide support for Microsoft Office applications.
• Provide onsite and remote desktop support to 6000+ users via Dameware and SMS to identify and resolve customer issues. Supporting Nipr and SiprNet accounts.
• Provide excellent customer service and resolve customer issues by creating, tracking and updating incidents and CRQ request using BMC Remedy IT Service Management Software .
• Configure new accounts, unlock accounts, disable accounts, issue passwords, grant special permissions and group policies using Active Directory Management Console.
• Assist DoD Telework users by upgrading, installing and troubleshooting their Citrix accounts and testing VPN SSL connectivity to ensure customers can log in from remote locations. Troubleshoot and identify issue customers experience with using At&T and Verizon Aircards.
• Image workstation and laptops using Acronis True Image and Symantec Ghost. Image multiple workstations by sending a multicast signal using Cisco switches.
• Resolve CAC and email certificate issues by updating ActivClient, Active Directory and publishing certificates to the Global(GAL) via Microsoft Outlook.
• Scan customers workstation using Nortons AV, McAfee AV and Spybot to ensure that workstations on the company network are safe from security threats and vulnerabilities.
• Archive emails, create .pst files, folders, rules and signatures for the customers using Outlook.
• Manage local networking request (mapping and managing printers, copiers and scanners).
• Run Cat 5 Cables, terminate Cat 5 Cables and install voice and data drops.

Confidential, Arlington, VA

Responsibilities:

• Provided logistical guidance for IT Assets purchased and utilized within the Enterprise Network. Coordinated deployments and ensured that our processes were in compliance with SLA’s.
• Responsible for establishing and managing the IT Asset Management policies, processes, and procedures.
• Receives equipment, verify equipment receipts against expected hardware packing list and Purchase Order (PO).
• Coordinate the products with the Quality Assurance team to ensure the quality and quantity of materials received is correct.
• Take initiative to work closely with laptop support and database support teams, i.e. (installation, configuration, troubleshoot).
• Maintained the asset baseline via Microsoft Excel and the Remedy Asset Console database of all assets in enterprise environment. Ensured data integrity within our asset tracking systems.
• Trained asset staff members on the proper audit procedures in adherence with our SLA’s. Coordinated the Confidential annual audit project and day-to-day asset deployments.
• Operations Management: Asset Management, inventory and document control and site safety.

Confidential, Arlington, VA

IT Asset Management Analyst

Responsibilities:

• Performed Site Surveys using Flukes to test data drops for connectivity.
• Provided 1st Tier of support to identify, investigate and troubleshoot hardware problems for asset being returned to inventory.
• Prepped and transported assets to satisfy request submitted via Remedy Asset Console.
• Performed onsite and offsite location audits on a weekly basis to satisfy SLA requirements.
• Hardware Support: Installed RAM, Video Cards, NIC’s, Hard Drives, Wi-Fi Cards and etc.

Confidential, Columbia

Residential Property Manager

Responsibilities:

• Managed a team of 8, vendor relations and all aspects of operations and administration of a Tax Credit Residential Community comprised of 174 units and 14 common areas.
• Responsibilities include conduct facility operations and lead with regards to customer service, employee relations, and quality assurance; preparation, response, and ensure facility readiness for inspections and audits.
• Manage, communicate, and control the factors that affect the property budget; evaluate, develop, and implement new business opportunities that benefit the community, facility, and company.
• Responsible to calculate overhead costs, depreciation, taxes, and profit goals. Accomplish financial objectives by collecting rents; paying bills, forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
• .Maintain building systems by contracting for maintenance services and supervising repairs. Secure property by contracting with security patrol service, establish and enforce precautionary policies and procedures; respond to emergencies
• Recertified resident’s household incomes and monitored HUD and Tax Credit compliance.
• Other important duties included keeping accurate, up-to-date records of income and expenditures from property operations and submitting regular expense reports to the owners
• Prepared lease renewals, recertification, rent increase, and late rent notices; assisted the residents during lease signing and property orientation with all new residents.
• Conducted physical unit inspections.
• Achieved a 97% occupancy rate.

Confidential, Washington, DC

Computer Lab Instructor

Responsibilities:

• Managed the Confidential and instructed high school students, senior citizen, and community residents’s on basic computer skills. Installed and upgraded computer hardware and software.
• Installed printers, fax machines and other peripheral devices that were used in the computer Lab.
• Maintained computer maintenance by updating anti virus programs, installing RAM, upgrading hard drives and video cards.
• Instructed student on using resume templates and other features that were available in the Microsoft Office Applications.
• Created a database to keep track of time and attendance in the computer lab and established policies and procedures to limit printing and faxing.