SUMMARY:

• IT Support Technician with more than 16 years of experience in the Information Technology field. Fulfils roles within desktop support, and network administration. Experience with Windows OS, Windows Server OS and Blackberry devices. Self - motivated and dependable. Able to work effectively as both a team member and independently. Performs effectively on short notice pressure deadlines and changing priorities.

WORK EXPERIENCE:

Desktop Support Technician

Confidential

• Provided technical support in a multi-domain Windows/Active Directory based LAN/WAN environment.
• Troubleshot and repaired issues with end user laptop and desktop computers via remotely and deskside.
• Supported desktops and laptops running Windows 7.
• Assisted with troubleshooting issues on workstations involved in Windows 10 test group.
• Installed software packages both manually and remotely via Microsoft SCCM.
• Provided support in a high volume environment.
• Provided phone call support when necessary due to high call volume.
• Utilized and updated extensive knowledge base system to perform software fixes.
• Create and resolve incident tickets using Remedy ITSM Service Desk software.

Associate Network Engineer

Confidential

• Provided Windows server support in a multi-domain Windows/Active Directory based LAN/WAN environment.
• Resolved software and hardware problems with physical and virtual servers running Windows Server 2003 and server 2008.
• Installed software packages both manually and remotely via Tivoli Endpoint Manager.
• Completed support requests and documenting results using Remedy ITSM Service Desk software.
• Created and maintained end user/computer object accounts in Active Directory.
• Created and maintained mailbox databases running on Exchange 2003.
• Provided support for network printers and administered the network print queues.
• Created and maintained access permissions to shared folders on file servers via group policy.
• Maintained daily differential and weekly full server backups to both tape and SAN.
• Performed software upgrades to various application software on Windows servers.
• Troubleshot any reported server issues across WAN with approximately 1500 servers.

Senior IT Support Specialist

Confidential

• Provided technical support in a multi-domain Windows/Active Directory based LAN/WAN environment.
• Resolved software and hardware problems with end users’ desktop/laptops.
• Installed software packages both manually and remotely via LANDesk client.
• Created and maintained open IT support requests using HEAT IT Service Desk software.
• Created and maintained end user/computer object accounts in Active Directory.
• Provided technical support of Windows Server 2003 servers.
• Provided support for local and network printers and administered the network print queues.
• Created and maintained access permissions to shared folders on file servers via group policy.
• Troubleshot any issues with LAN/WAN connectivity concerning router/switches.

Senior IT Support Analyst

Confidential

• Provided technical support in a multi-domain Windows/Active Directory based LAN/WAN environment.
• Resolved software and hardware problems with end users’ desktop/laptops.
• Fulfilled requests for pushing remote install software packages via Altiris client.
• Created and resolved open IT support requests using Numara FootPrints software.
• Created and maintained end user accounts/computer objects in Active Directory.
• Provided technical support of Windows 2003/Exchange 2003 Servers and related system level services
• Supported local and network printers and administered the network print queues.
• Created and maintained access permissions to shared folders on file servers via group policy.
• Maintained Spam email filter using MailMarshal software.
• Troubleshot any issues with LAN/WAN connectivity concerning router/switches.
• Assisted IT management with testing of Microsoft Online Services related to MS Exchange/Outlook/Office. products for possible future deployment into environment

IT Support Specialist II

Confidential

• Provided Tier II & III technical support for internal Navigant employees
• Provided Tier II & III technical support for internal Navigant employees primarily over - the-phone via remote software and on occasion in-person desk-side.
• Troubleshot a Microsoft environment including Windows XP, MS Outlook 2007, MS Office 2007, Windows Server 2003, and Active Directory.
• Created and maintained end user/computer object accounts in Active Directory.
• Created and maintained network print queues.
• Created and maintained access permissions to shared folders on file servers via group policy.
• Provided support for LAN connectivity and cable patching to network router/switches.
• Responsible for daily and full weekly tape backup routine, utilizing tape library.
• Resolved software and hardware problems with end users laptops.
• Maintained asset inventory for computer hardware and placed purchased orders as necessary.
• Assisted senior network engineers to establish wireless LAN for office.
• Provided both pre and post-support for migration from Lotus Notes to Outlook email client.
• Maintained multiple servers used for data file sharing, printing and SQL databases.

Technical Support Technician

Confidential

• Provided desktop support on contract for the General Services Administration.
• Troubleshot and repaired issues with end user desktop computers via remote control software as well as desk - side visits.
• Identified and resolved any LAN/WAN network connectivity issues.
• Supported local and network printers by performing maintenance and repairs.
• Responsible for end user account creation/deletion in Active Directory.
• Performed application deployment to end users computes via Active Directory and SMS client.

PC Tier II Technician

Confidential

• Provided technical support for new computer installations and software for upgrade project
• Installed refresh laptop and desktop computers as well as transferring client data from the old computer.
• Troubleshot any existing networking client issues, peripheral problems, as well as operating system problems regarding newly installed computers.

Helpdesk Support Technician

Confidential

• Provided senior level helpdesk support for internal Confidential employees.
• Troubleshot and resolved complex hardware and software issues with desktop computers and peripheral devices.
• Large scale projects included: Windows NT to Windows XP workstation migration, desktops to laptops, Novell Netware to Active Directory, token ring to Ethernet, and static IP to DHCP.
• Installed and provided support for new computers, as well as local and network printers by performing maintenance and repairs.
• Performed Windows XP post migration support to end users by providing instruction, in addition to identifying and resolving compatibility issues between proprietary applications and Windows XP.

Helpdesk Support Technician

Confidential

• Provided senior level helpdesk support on contract for Headquarters United States Air Force.
• Troubleshot and resolved problems with end users computers as well as any connected peripheral devices.
• Installed and troubleshot BlackBerry wireless devices and PDA handheld devices as well as external devices such as CDRW drives, Iomega Zip drives, and various types of scanners.
• Implemented software upgrades while maintaining compatibility between various proprietary and commercial software used on desktop systems.
• Troubleshot network connectivity problems on both a static IP and DHCP environment.
• Worked within a broad Windows Operating System environment using Windows 98, Windows NT, and Windows 2000.