SUMMARY:

My main experience has been supporting large enterprise environments with complex domain architectures that have given me a diverse skill set. I have extensive experience in Microsoft operating systems and application suites as well as Network Administration. I also have experience managing teams.

TECHNICAL SKILLS:

• MS Office 2010/2013
• Active Directory
• Windows 7
• Cisco VPN
• Check Point VPN
• RSA key management
• Citrix Presentation Server
• MS Outlook
• GroupWise
• HEAT
• Footprints
• Remedy/Crystal Reposts
• Seibel
• Norton Ghost
• Thin Client hardware
• Live State Delivery(LSD)
• Oracle database
• Mcafee
• Microsoft SCCM
• WebEx
• Remote desktop
• Blackberry Enterprise
• VM Ware.

PROFESSIONAL EXPERIENCE:

Confidential

Tier 2 - Sr. Desktop Support Specialist

Responsibilities:

• Support PCs, laptops, printers and network connectivity problems (software and hardware)
• Map network drives and printers
• Perform software installation (Manual and through SCCM)
• Image laptops through SCCM
• Computer deployment
• Utilize and operate Service Center to create, track and update tickets
• Recreate user profiles and forcing group policy updates
• Active Directory

Confidential

IT Support Specialist

Responsibilities:

• Support PCs, laptops, printers and network connectivity problems (software and hardware)
• Map network drives and printers
• Perform software installation and updates.
• Pre-Migration interviews and computer preparation
• Computer deployment
• Inventory
• Perform Quality Control, Inventory and Maintenance to all the equipments.

Confidential

Desktop Support

Responsibilities:

• Support PCs, laptops, printers and network connectivity problems (software and hardware)
• Run PGP Desktop Encryption
• Run Malwarebytes on all laptops
• Map network drives and printers
• Perform software installation and updates.
• Establish VPN connections to Citrix Server.
• Project Management. Install and configure DELL laptops, Printers, Wireless network. Etc
• Run network security policies and procedures.
• Perform Quality Control, Inventory and Maintenance to all the equipments.

Confidential, Broward, Fl

IT Support Technician

Responsibilities:

• Support in resolving PCs (POS systems), printers (BODs) and network problems (software and hardware)
• Perform software installation and updates.
• Establish VPN connections to Citrix Server.
• Project Management. Install and configure PCs, Asus Tablets, Printers, Wireless network. Etc
• Develop network security policies and procedures.
• Perform Quality Control, Inventory and Maintenance to all the equipments.
• Cell phones configuration.

Confidential

Level 2 Support engineer

Responsibilities:

• Provide technical support and troubleshooting/resolution of technical issues of 5,000 Confidential internal and external staff, contractors, and volunteers
• Utilize, and operate Remedy and Numera Footprints to track and update tickets
• Responsible for evaluating the effectiveness of systems, devices, procedures, and methods used to safeguard classified, private, and other sensitive data in computer accessible media, performing security inspections and preparing reports with findings and recommendations for corrections of deficiencies; and reviewing or designing system software routine for audit trail
• Apply vast knowledge of the Library’s customary approaches, techniques, and requirements to appropriately assign computer applications, plan the sequence of actions to accomplish the assignment in coordination with others inside and outside the organization
• Analyze numerous alternative approaches of advising management of operating modes, system software, and/or equipment configuration for the LC Telework Project such as: IT Expenditure for Telework Laptops
• Encrypting laptops using Novell ZENworks full disk encryption
• Demonstrate in-depth knowledge of Windows 7, Windows XP (OS) operating system
• Perform acting duties of first-point escalation for internal IT Support team to support a 24X7X365 operation at The Confidential
• Utilize active directory to create user accounts, reset passwords, unlock user accounts, delete accounts, and set-up exchange email accounts via working with internal service unit IT liaison to create documentation based on known issues to properly assist the IT Help Desk with rapidly identifying customers problems and issues for devising a rapid resolution to the end-users issues effectively
• Work as a Blackberry Enterprise Server/Client Administrator
• Install and apply group policies to PC’s and telework laptops
• Work with OS imaging and software for installs using SCCM and LSD
• Demonstrate outstanding skills and experience in the information technology field for the abilities to pay attention to details, provide excellent technical and non-technical customer service, clear, concise oral communication and problem solving skills
• Responsible for handling hardware install/repair requests, and troubleshooting and installing software for LOC users and five satellite locations ensuring the integrity of work performed completed assigned tasks that complied with the meeting of the SLA (Service Level Agreements)
• Work with MS Outlook/Exchange connectivity and other Microsoft Office products, while providing hands-on instruction and training on troubleshooting common Network connectivity (LAN, DNS, TCP/IP, Wi-Fi) and Remote access issues
• Interpreted, comprehended, analyzed, and diagnosed common web browsers (Internet Explorer, Firefox, Safari) issues, while applying the enterprise security remediation and patch management
• Analyze and provide software support on the Windows operating systems and variety of desktop applications such as: Microsoft 2003, 2007, and 2010, Corel WordPerfect, Abode Creative Suites, Internet Explorer, and Firefox browsers and applications that are specific to the Confidential
• Provide Tier II support for the Library’s IT infrastructure. Remotely and deskside.
• Lead technician for the LOC Telework Deployment Project and composed the LC Telework Project IT user training instructions and requirement and SOP for teleworkers
• Perform VM Ware Configuration management
• Responsible for the configuration, troubleshooting and deployment of the telework laptops using the Checkpoint and F5 VPN
• Investigate, examine, and perform root cause analysis of hardware(desktops, laptops, computers, personal and network printers, scanners, print servers, and other network devise) support issues for the OSI service unit at the Confidential
• Install and configure the latest model of the OPTIPLEX990 desktop
• Maintain IT hardware inventory and software installs on all PC’s in OSI
• Send out email memos of changes/updates of information technology computer environment

Confidential

Level 2 Technical Support engineer

Responsibilities:

• Provided installation and technical support to the NIH
• Support Windows Vista and XP desktop environment.
• Support ECOPY machines.
• Configured Blackberries and video conferencing equipment.
• Supported all Microsoft Office 2007 applications.

Confidential

Application Support

Responsibilities:

• Connect to more than 3.400 Hotel Servers in US using remote software. Such as PC Anywhere, NetMeeting, WebEx and Remote Desktop.
• Making changes to the Oracle database, upgrading the servers with the new Oracle 10g, removing old version of Opera and installing the new version using SQL Scripts.
• Troubleshooting problems with scripts, database, Opera, Credit card communications, Printing reports and connectivity.

Confidential

Help Desk Supervisor

Responsibilities:

• Supervise/Manage Helpdesk Call Center using ACD system.
• Open and assign incidents utilizing ITSM tracking system.
• Assist customers through SMS and phones utilizing tools like: BVAdmin, Active Directory, Assigning and resetting RSA Tokens, VPN, CITRIX, Softphone and others.
• Troubleshooting HP and DELL printers, VOIP phones, Ecopy Scanners, DELL laptops and desktops, MS Outlook, MS Office.
• Activate and troubleshoot Blackberry 8700.

Confidential

Computer Specialist

Responsibilities:

• Applications supported were Windows XP and NT,
• Upgraded 1000 users from NT to XP as well as migrating applications and data.
• Installing DTS patches to Blackberries.
• Provided support to blackberries.
• Supported all Microsoft Office 2003 applications.

Confidential

Owner - Computer Specialist

Responsibilities:

• Provided technical support on COMPAQ computers on a Novell and Windows XP network environment.
• Responsible for hardware and software support.
• Worked extensively with end user's in data collection and overall project satisfaction.
• Application tailoring to run on new operating system.