SUMMARY:

• I am able to provide a strong background in IT Support with excellent experience as a System Administrator and Help Desk Analyst
• Offers excellent customer service, troubleshooting and problem resolution skills

TECHNICAL SKILLS:

Systems: Windows 2007/2008/2010, Server 2008/2012

Software: Microsoft Office, Microsoft Exchange 2010; Outlook 2010, Active Directory 6.1, Managed Token Authentication Service, Citrix Administration, Global Connect, Lansweeper Network Inventory, Ticketing Systems, McAfee Endpoint Encryption, BitLocker, Microsoft Lync, PXE Boot

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Provided technical support, system maintenance and operations support through phone calls, email, walk - ins and remote access for SBA Headquarters and remote sites
• Supported end user software and hardware enhancements and technical problems; builds and configures desktop computers and laptops.
• Troubleshot software and hardware enhancements, application deployments and infrastructure up-grades
• Re-imaged desktops and laptops using PXE Boot and images stored on external hard drives
• Provided support for on-boarding and off-boarding new and departing employees
• Created, modified and deleted user accounts in Active Directory
• Created, modified and deleted users accounts in Microsoft Exchange
• Created security groups and mailboxes and granted users access
• Maped shared drives
• Created installation packages and configured laptops for McAfee Endpoint Encryption and BitLocker
• Created remote access accounts, reset pins for VPN access through Citrix and AT&T Global Connect
• Created and modified accounts on Lync Server
• Created, updated and closed tickets and documented status updates communicating to necessary parties
• Educated and assisted other IT Specialists, users and local technical representatives for remote areas on SOPs, system tools and procedures

Confidential, Largo, Maryland

IT Support

Responsibilities:

• Provides exceptional Level 1 support to Staff, Faculty and Students of UMUC through phone calls, e-mail and chat.
• Troubleshoots and resolves issues with proprietary and non-proprietary software
• Troubleshoots browser settings/configurations (Chrome, Safari, IE, Firefox) and Java Console settings.
• Resets Passwords
• Configures email to Blackberries, Androids, IPhones, IPads and Tablets
• Enters all incidents into Parature Ticketing /Case Management System, providing
• Detailed documentation of user problems and call resolutions according to Support Center guidelines
• Prioritizes issues and escalates accordingly

Confidential, Columbia, Maryland

Help Desk Technician

Responsibilities:

• Provided technical support for internal and remote access customers.
• Provided security access to several proprietary systems
• Reset passwords in Active Directory
• Troubleshot hardware and software issues and identifies network/application issues
• Troubleshot Office 2003 and Office 2007 and Outlook 2007
• Used trouble ticket system for tracking customer interactions and problem resolution
• Followed up with customer to ensure first call resolution

Confidential, Hanover, MD

Technical Consultant

Responsibilities:

• Provided exceptional customer service and technical support for internal and external
• Voice and data product customers.
• Troubleshot hardware and software issues and identifies network/applications issues
• Provided detailed information on how to set up/configure data and voice products
• Verified provisioning and diagnoses device or network issues
• Troubleshot PC operating systems, specifically device manager and TCP/IP Configuration
• Used trouble ticket system for tracking customer interactions and problem resolution
• Followed up with customer to ensure first call resolution

Confidential, Dundalk, Maryland

System Administrator/Contractor

Responsibilities:

• Initiated trouble tickets using UniCenter Advanced Helpdesk (AHD)
• Trained Help Desk personnel and Field Technicians on Help Desk procedures
• Trained users on logging onto the Network, Internet use and various other applications
• Resolved issues with the Authority Intranet, Internet access and passwords
• Created, modified and deleted user accounts and resources in Novell Windows 2003 Server and
• Active Directory
• Reset user passwords in Novell Console One and Active Directory
• Installed and resolved issues with Microsoft Windows 2000 Professional SP4, Windows XP
• Professional and Microsoft Office 2003
• Installed and configured Outlook 2003 desktop client and Outlook web
• Created, deleted, renamed and moved e-mail accounts and resources
• Granted rights and permissions to files and folders on multi-servers
• Remotely troubleshoot software & hardware problems with Novell Zenworks
• Created, modified and deleted access to various applications such as Maximo, GDOS and
• Solomon
• Performed minor installation and repair of equipment
• FTP Server Administrator
• Secure ID Server Administrator
• Set up accounts, reset passwords and instructed users on Frontbridge Spamshark

Confidential, Quantico, VA

Help Desk Technician/Contractor

Responsibilities:

• Tier 1 support for Navy Marine Corps Intranet Project
• Initiated trouble tickets from phone calls and e-mail
• Reset passwords on Microsoft Exchange Server
• Created, deleted & redirected network and e-mail accounts
• Created additional mailboxes and groups

Confidential, Alexandria, VA

Help Desk Coordinator/Contractor

Responsibilities:

• Tier 1 for the Defense Manpower Data Support Center
• Initiated trouble tickets from calls
• Troubleshot hardware failures & coordinated resolution
• Processed end-user Logon ID/Password requests

Confidential, Arlington, VA

Queue Coordinator

Responsibilities:

• Managed the help desk and appropriately assigned and prioritized service requests for BAE Systems Headquarters and Government Relations offices
• Worked with Technicians to meet customer requests within established Service Level Agreements
• Completed service requests forms to appropriately bill clients for services and to track service provided
• Participated in daily workflow conference calls
• Worked with various vendors to procure hardware and software
• Reconciled monthly credit card statements, completing monthly logs and forwarding information to Finance Department
• Performed monthly inventory cycle counts and reported inaccuracies to Asset Manager
• Updated the installation, changes, moves and surplus of equipment using the Asset Management System (AMI), Received purchases using the SAP Financial System