SUMMARY:

• Excellent Service Desk Administrator with solid experience as a front line interface to customers.
• Committed to providing superior customer service.
• Experience in network equipment and technologies associated with networking.
• Solid experience monitoring tools, monitoring networking equipment and network status.
• Hands on experience with Remedy.
• Solid Active Directory experience including setting up new users, setting up groups, resetting passwords and permissions, setting restrictions, and unlocking accounts.
• Proficient IT professional with 6+ yrs. experience in high demanding, fast paced environments.
• Strong organizational, technical, and interpersonal skills.
• Proven knowledge of installation/configuration of software such as, MS Office Suite 2010 and Department of Commerce corporate applications; PC imaging using Symantec Ghost version 8.2.
• Configuration and upgrade of Microsoft Operating Systems including XP, Windows 7; PC troubleshooting, maintenance and repair; Adobe Connect, Polycom & Tanberg VTC teleconferencing equipment; and various serve related tasks.
• Strong working knowledge of the office procedures and NARA documentation retention standards.
• Shift flexible as needed.

TECHNICAL SKILLS:

MS Office: Suite 2003/10/13; HTML; Adobe Suite CS5; UC4.Dialog tool; Remote Administrator v2.2

Platforms: Windows XP, Windows 7, Windows 8

Servers: Windows Server 2K3, Windows 2K Advanced Server; Windows Server 2008 R2 Datacenter; Exchange 2003 & 2010 - MS System Manager, Exchange Management Console, Cisco Call Manager

Professional Skills: Reporting Skills, Administrative Writing Skills, Managing Processes, Organization

Analyzing: Information, Professionalism, Problem Solving, Supply ManagementInventory: Control, Verbal Communication

PROFESSIONAL EXPERIENCE:

Tier III Technician

Confidential

Responsibilities:

• Manage all IT related issues to over 500 End Users
• Serve as technical trainer for new IT employees hired
• Manage Active Directory
• Maintain and update system configuration and system process and procedure documentation
• Serve as SME in training environments
• Provide Tier 2 support in the field which includes hardware troubleshooting
• Re-image workstations
• Provided data redundancy and backup assistance as necessary
• Act as ticket overflow assistance to technicians not meeting AQL
• Manage SCCM packages and push as necessary
• Regulate tape backup system
• Provide support to VDI workstations
• Ensure the team is upholding SLA’s
• Manage building server
• Ensure disposal policies and procedures are employed
• Remotely assist EU utilizing LANDesk
• Provide VPN support/troubleshooting

Senior Field Support Engineer

Confidential

Responsibilities:

• Manage Service Now ticket queue
• Provide training to junior technicians
• Provide remote support resolution
• Assist in establishment of formal SOPs
• Manage Active Directory
• Day to day operations and maintenance which include but not limited to: review of audit logs, create backups of the data files
• Assist with Server/Workstation Security and maintenance updates
• Maintain and update system configuration and system process and procedure documentation
• Provide on-site support for deployment and security remediation functions
• Manage user installation and relocations requests
• Ensure disposal policies and procedures are employed
• Ensure every device is wiped/degaussed prior to site removal
• Administer and manage encryption tools application server
• Ensure laptops are properly encrypted
• Enforce encryption policies
• Provide password recovery for encrypted devices
• Troubleshoot system problems and repair
• Work with support staff for remote troubleshooting and repairs
• Assist in setting up presentation devices and VTC units
• Set up, ensure functionality, be available during events and shut down video conferences
• Assist users with mobile communication devices with incident support tickets
• Provide Tier 2 support in the field which includes hardware troubleshooting and OS re-install
• Ensure IT services are rendered/tested for telework users using VPN and CITRIX services
• Provide remote support services for telework/home users
• Support pre/post application releases
• Identify and resolve hardware incidents and service requests of a consumable part

IT Support/ Administrative Assistant

Confidential

Responsibilities:

• Acted as direct IT support for two of five units within agency.
• Used Active Directory to set up new users, set up groups, reset passwords and permissions, set restrictions, and unlock accounts as necessary.
• Prepared correspondence and completed operational requirements by scheduling and assigning administrative projects and expediting work results.
• Provided training for newly hired employees.
• Maintained supply inventory by checking stock to determine inventory level, anticipating needed supplies, and placing orders.
• Maintained workflow by studying methods of the industry and behaviors of the office.
• Contributed to team effort by accomplishing related tasks as required.
• Maintained a working knowledge of Prohibited Personnel Practices
• Maintained case database and updated all pertaining case information and status.
• Maintained chronological file of all correspondence between the agency and whistleblowers.
• Maintained records of time and attendance.
• Verified, authorized, and transmitted payroll entries.
• Resolved administrative problems by coordinating preparation of reports, analyzing proofread documents for attorneys prior to correspondence with a whistleblower, agency, or representative and assessing and implementing better organizational procedures to streamline production.

Systems Administrator

Confidential

Responsibilities:

• Developed working relationship with users while troubleshooting to resolve issues.
• Documented all work through Livetime ticketing system.
• Troubleshot users' issues and escalated them accordingly.
• Designed and edited current and/or new SOP’s.
• Remotely provide support to users, utilizing remote desktop connection
• Troubleshoot all programs within Microsoft Office Suite
• Manage user profiles on the Citrix server
• Serve as SME for technical issues
• Provide backup support for all users’ data
• Trained subordinates on current hardware/software policies.
• Provided technical support to non-technical personnel.
• Provided PC and/or peripheral deployment as required.
• Established blackberry accounts for users and activated mobile devices.
• Monitored Blackberry Enterprise Server.
• Completed all tasks within active directory including add/remove users, permissions, and groups.
• Provided Polycom/Tanberg VTC support.
• Managed RSA Authentication Manager.
• Maintained hard drive encryption user database.

Help Desk Technician

Confidential

Responsibilities:

• Oversaw the daily performance of computer systems.
• Answered user inquiries regarding computer software or hardware operation to resolve problems as they arose.
• Entered commands and observed system functioning to verify correct operations and detect errors.
• Set up equipment for employee use and performed and ensured proper installation of cables, operating systems, or appropriate software.
• Installed and performed minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Develop training materials and procedures, or train users in the proper use of hardware or software.
• Read technical manuals, conferred with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Confer with staff, users, and management to establish requirements for new systems r modifications.
• Provided Tier I Helpdesk support to users remotely (Bomb Gaurd) or desk side.
• Resolved technical issues surrounding Win2K, XP, MS Office Suite 2003, connectivity, etc.
• Documented each issue in Remedy Magic 8.0 ticketing system to ensure resolution in a reasonable amount of time or escalated accordingly.
• Developed/maintained departmental procedures/practices.
• PC and/or peripherals deployments on an as needed basis.
• Administered various applications for new hire employees, password resets, Network access removal.
• Trained staff on various software applications and or procedures.
• Worked various shifts (day, evening, weekends, holiday) to sustain FEMA operations.
• Filtered illegitimate e-mail through “Spamcatcher” mailbox.

Information Technology Specialist

Confidential

Responsibilities:

• Assisted users with SharePoint issues.
• Provided prompt and professional telephone support and computer-based assistance for Microsoft Office 2010 issues.
• Resolved all trouble calls and support requests within the first call.
• Logged all calls and tickets into Remedy help desk ticket tracking system.
• Used Active Directory to reset passwords and unlock accounts as needed.
• Updated USS Gunston Hall network.
• Provided remote support to users.
• Performed within Service Level Agreement.
• Fluent in MS Office Suite 2010/2007 and Zendesk ticketing system.
• Troubleshoot issues with NIPR and SIPR accounts.
• Created Microsoft 0365 accounts for users.
• Mapping network drives on NIPR and SIPR accounts
• Respond to service requests and incidents in a timely manner.
• Supported MS Windows and subsequent software (MS Access, Excel, Word, Outlook, PowerPoint, WordPerfect and other Corel Office Suite.