SUMMARY:

• Acquired over 7 years of formal education and professional experience.
• Extensive experience in providing advanced support for COTS and customized applications and provide hardware support on both PC and MAC environment.
• Excellent customer service skills both directly and through remote interaction.
• Record and track connectivity issues via a trouble ticketing system such as Remedy, Service Now and HP ticketing system.
• Extensive use of Orion and Putty SSH to troubleshoot and document network issues.
• Operating systems: Mac OS, and Windows based system s such as XP, Vista, 7,8 and 10, and on the server side to include NT4, server 2003 and 2008.
• Create user accounts, resolve account lockouts and password resets using active directory.
• Provide Access to Production/Epic Dev Environment and Enterprise Active Directory
• Using Active directory to support and maintain Windows based server / client environment, pushing upgrades and installs using MDT and SCCM..
• TCP /IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Secure ID and facilities key card management
• PC and LAN configurations, including interoffice cabling with CAT 5 and Coaxial cables.
• Configuration and troubleshooting wan connectivity for data and voice services using Cisco catalyst SF300, 1700 and 2400 switches/routers. .
• Installation. Configuration and troubleshooting wireless networks.
• Thorough experience with word processing, Ms Office suite, Imaging and various remote admin tools.
• Software and hardware installations, migrations, upgrades and troubleshooting using various utility software.
• Thorough experience with the structure and layout of hybrid fiber optic and coaxial networks carrying voice, data and video packets.
• Imaging PC and Mac using Symantec Ghost and Windows WDS to add to the network, asset management using TEMS, and on the other hand sanitizing decommissioned devices.

TECHNICAL SKILLS:

• Operating systems: Mac OS, Windows based system s such as XP, Vista, 7, 8 and 10, and on the server side to include NT4, server 2003, 2008 and 2012
• TCP /IP, DHCP, DNS configuration on ipv4 and ipv6 networks
• Active Directory, Windows based server / client environment
• Secure ID and facilities key card management
• Orion and Putty SSH, CAT 5 and Coaxial cables
• Trouble Ticketing System such as Remedy, Service Now and HP ticketing system.
• Imaging using Symantec ghost and WDS servers, Microsoft Back office and Backup exec
• Data encryption, decryption and restoration using PGP and Bitlocker
• Ms Office 365 suite, Imaging and various remote admin tools
• Cisco catalyst SF300, 1700 and 2400 switches/routers
• Installation and configuration of peripherals both network and local.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia MD

Desktop Support

Responsibilities:

• Provided IT support for the company worldwide with specific responsibility to all north - eastern US offices.
• Windows 10 and office 365 upgrades, configuration and mentainance on all locations.
• Advanced encryption of desktop, laptops and mobile devices using PGP and Bitlocker.
• Monitor CB-Defence alerts and logs to ensure both host and network security integrity.
• IMAC’s for desktop, laptops and mobile devices, across Windows, Mac OS, Android and IOS platforms.
• Provided weekly IT updates to staff and emergency updates as situations require.
• Extensive AV support via Skype, Lync and Go-To-Meeting software platforms.
• Install, configure and troubleshoot Java, Auto-Cad, Adobe DC, and various other custom software.
• Install and troubleshoot both local and network printers, scanners and other peripherals.

Support Analyst

Responsibilities:

• Provide advanced desktop support for entire GBMC campus via phone, email, HEAT ticketing system and walk-ups.
• Imaging PC, adding, removing and moving pc, Mac and thin client computers throughout the campus.
• Support 20 training rooms for the transition to EPIC software system newly deployed at the GBMC campus.
• Support for a variety of customized software platforms used by this client.
• Install and troubleshoot local and network printers, scanners and imaging devices.
• In-depth support for Citrix receiver version 4.4.
• Tracking support issues using HEAT trouble ticketing system.

Support Specialist

Responsibilities:

• Provide advanced desktop support for clients both onsite and remotely.
• Support COTS and customized applications and provide hardware support on both PC and MAC environment.
• Imaging using WDS, delivering and setup of computer and adding them to AD and the domain.
• TCP/IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Setup and troubleshooting network and local printers, scanners and lab imaging devices.
• Direct support for a variety of mobile devices and managing them remotely using SCCM.
• Testing new hardware to ensure compatibility with company image and liaising with management and vendors accordingly.
• Record and track connectivity issues via a trouble ticketing system such as Remedy and Service Now
• Troubleshooting user profile and file permissions issues and escalating accordingly.
• Monitor the ticketing queue for patterns and escalating as needed.

Desktop Support Specialist

Responsibilities:

• Provide pc advanced support for internal clients at NIH campus.
• Support COTS and customized applications and provide hardware support on both PC and MAC environment, together with a variety of mobile devices.
• Imaging, delivering and setup of computer and adding them to AD and the domain.
• TCP/IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Setup and troubleshooting network and local printers and scanners.
• Testing new hardware to ensure compatibility with NIH image and liaising with management and vendors accordingly.
• Record and track issues via a trouble ticketing system such as Remedy and Service Now
• Troubleshooting user profile and file permissions issues and escalating accordingly.
• Monitor the ticketing queue for patterns and escalating as needed.
• Data encryption, decryption and restoration

Confidential, Hunt Valley, MD

PC /Network Support Specialist

Responsibilities:

• Provide pc network support for internal clients across two continents.
• Support COTS and customized applications and provide hardware support on both PC and MAC environment.
• Record and track connectivity issues via a trouble ticketing system using Remedy and Service Now
• TCP/IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Troubleshoot, activate and deactivate network ports as needed for moves, transfers and special project teams to ensure they are on the correct network segment so security is not compromised.
• Install and troubleshoot audio/video devices for trainings, conferences, press releases etc.
• Monitor online gaming servers constantly to ensure zero downtime and escalating any issues accordingly

Confidential, Baltimore, MD

NOC IT Support

Responsibilities:

• Windows 7 and Confidential Office 2010 migration team member via automation and manually resolving fallouts through remote admin software, Post migration support via email, phone, on-site, ticketing system and remote admin software.
• Incident tracking of fallouts and resolutions in order to improve on best practices during migration and updating the knowledge base accordingly..
• Monitor post migration network and applications performance laising with the application development team to resolve any issues.
• Perform account creations for VPN, Citrix Mainframe, Blackberry
• Software install such as Adobe, Java, MS office, MS Project/Visio, Lync etc.
• Configure, maintain and troubleshoot local/network printers, scanners, fax, and Cisco Conference room equipment.
• TCP/IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Manage MS Exchange email, anti-spam and virus protection
• Configure mobile devices such as blackberry, android and apple for email and remote access management.
• BES server administration.
• Resolve user and file access permissions using AD.
• Extensive use of Citrix to resolve various end user and network issues.
• Email troubleshooting and restoration using MS Outlook 2010 and 3 rd party HP restore software.
• Performing scheduled network tasks, updating anti-virus definition files, monitoring network servers, and providing internet and intranet user support, and specialized training.
• Provision hard and soft Token and Security Key for remote login.
• Review and approve user asset requests for new platform.

Tech Support Specialist

Responsibilities:

• Provide phone and email support for hosting services (data, voice, PBX, co-locating, storage and backup).
• Provide 24/7 realtime monitoring for both data and voice services using Solar Winds Orion software.
• Remote support through various CPE Cisco devices that deliver services for the end user.
• Troubleshoot and maintain Antivirus and spam protection using Ironport while communicating client’s details and recommendations to ensure security of their services.
• Maintain client access list control regular and biometric.
• TCP/IP, DHCP, DNS configuration on ipv4 and ipv6 networks.
• Monitor datacenter emergency systems for fire and power events.
• Regular datacenter inspection/ walkthrough to ensure optimal climate control conditions.
• Configure and maintain hosted PBX voice services (Shoretel and Avaya)
• Bandwidth monitoring, hardware firewall services, communicate upgrades and reboots of collocated devices in the datacenter to clients
• Process DNS change requests and resolve email issues ranging from client and mobile device configuration to abuse and fraud issues.