SUMMARY:

Quality & efficiency - focused IT professional with seven plus years of experience in providing policy, procedural, software, and hardware technical support. An experienced and talented individual that has proven that he can troubleshoot, analyze, and resolve clientele issues with the utmost degree of professionalism, efficiency, customer expectation, and satisfaction. An individual that is eager to learn and apply new areas of technology to further professional growth.

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows 9x, NT, 2000, XP, Vista, 7, and 8 / Android / Apple iOS

Incident Ticketing & Tracking Systems: BMC ARC Remedy ITSM Mid-Tier 7.1 / FrontRange HEAT Call Logging / Numara FootPrints Service Core / CA Service Desk Manager

Hardware: IBM compatible PCs and laptops (Dell, Lenovo, HP, Compaq, Acer and Asus) / Ethernet cables / Ethernet and wireless routers / Hubs and switches / Intel and AMD processors and motherboards / System RAM / PCIe or AGP video & sound cards / Monitors / Optical and burner drives / SATA, IDE, and SSD hard drives / Scanners / CAC readers / Xerox, Ricoh, and HP Printers / RSA hard tokens / Webcams / Other PC peripherals / Video Teleconferencing (VTC) / AVAYA Phone System / Audio Conferencing System

Software: Microsoft Office Suite 2003, 2007, 2010, and 2013 / Microsoft Outlook 2007, 2010, and 2013 / Active Directory / SCCM / Active Server Console (ARS) Ver. 6.7.0 Administrative and provisioning platform for Microsoft Active Directory and Exchange / BlackBerry Enterprise Server (BES) / Site Administration - Avaya Integration Management Administration Tools 5.2 / AVAYA Modular Messaging Systems / Symantec GHOST and Acronis True Image / Drive Copy / AT&T Connect / Adobe Connect / Webinar/ Cisco Confidential / Meeting Room Manager (MRM) / Norton, McAfee, Ad-Aware, and Spybot Anti-virus programs / Visual Basic / Verizon Business WebCenter / Cisco Softphone / SecureDoc, Bitlocker, and McAfee Endpoint Encryption / s VPN Client / Citrix XenApp and XenDesktop / Browser support (Google Chrome, Mozilla Firefox and Microsoft Internet Explorer

Remote Desktop Tools: Microsoft Remote Desktop Connection (MSTSC) / DameWare Mini Remote Control Application (Ver. 6.9.0.0) / CA Support Bridge Tool Remote Desktop / LogMeIn Rescue Technician Console

PROFESSIONAL EXPERIENCE:

Executive Support / Tier II PC Technician

Confidential, Sterling, VA

Responsibilities:

• Act as the local point of contact and support for all IT-related assistance for Confidential ’s executive staff, VIPs, and assistants.
• Hired as a Tier II PC Technician that addressed problems or service requests that the prior tier or Service Desk could not either fulfill or resolve.
• Gained experience in evaluating, building, installing, testing, maintaining and supporting PCs and laptops, peripherals, operating systems and applications.
• Performed tests and evaluations, recommended and implemented PC-based software packages to determine compatibility with existing systems, ease of use and maintenance and suitability for the company’s overall needs and requirements
• Installed and supported local and network printers (Toners, Fusers, Image transfer kits, and Drums)
• Supported and maintained user account information including rights, security and systems groups
• Responded to problem/service requests on production systems within guidelines determined by SLAs
• Built and maintained desktop images using Ghost and LANDesk technologies
• Built and decommissioned desktops and laptops
• Performed hard drive encryption or recovery methods either through the use of McAfee Endpoint or Bitlocker encryption
• Performed whitelisting of a specified MAC address
• Provided remote technical assistance through remote tools such as Remote Desktop Connection (Mstsc), Dameware, and LogMeIn.
• Performed department and corporate moves
• Assisted with small and large-scale PC-related projects
• Participated in after-hours, on-call support
• Deployed AVAYA phone systems to users
• Break/fix computer systems
• Added devices or systems to the network
• As a RSA administrator - Tasked with account creation and maintenance, configuration and deployment of a RSA soft token, and user training of the soft token in conjunction to VPN and Citrix access
• Provided VPN and Citrix support
• Provided mobile device support such as cell phones and tablets
• Provided VM support via VMware vSphere Client
• Provided Confidential and Adobe Connect support for the company’s executives and their assistants
• Provided technical assistance and training to end-users and trainees
• Sole on-site technician for any of the company’s on or off-site high-level conferences at hotels or convention centers
• An experienced executive support technician that understands the importance of an executives’ technological needs and requests
• An experienced PC technician with good oral and written skills that is more than capable of using service desk software to create a ticket, document the call (or e-mail), close out or escalate the ticket and follow the ticket throughout its lifecycle.

IT Service Desk Specialist

Confidential, Reston, VA

Responsibilities:

• Provided IT technical support for over 300 plus users within the Financial Crimes Enforcement Network (FinCEN) / Department of Treasury either by phone, e-mail, or in person
• First point of contact for performing diagnostic and troubleshooting of software, hardware, or system related issues in a Microsoft Windows based environment
• Documented requests, inquires, and issues through the use of the ticketing system known as HEAT
• Active Directory support such as user account creation, user account profile maintenance, enabling or disabling a user, placement of an AD object within a specified organizational unit (OU) or container, unlock account, set or reset AD password, creating or deleting user accounts, creating, maintaining, and deleting a distribution list or security group, adding objects to distribution or security group, and adding an object (user/pc) to a specific domain
• Basic network configuration and troubleshooting such as setting a static IP, configuring Ethernet and wireless connections, and using various command lines to troubleshoot network connectivity issues
• Setting up local and network folders and files permissions
• Performed system breaks and builds
• Performed system upgrades & downgrades
• Performed group policy and system updates to workstations and laptops
• Performed local backups
• Performed Windows user profile transfers
• Provided VPN & Citrix XenApp / XenDesktop support
• Performed system encryption and restoration
• Performed network drive mapping
• Performed data and file recovery
• Performed software install and configuration such as with COTS, proprietary software, drivers, updates, and patches
• Created and documented several standard operating procedures (SOP)
• One of the very few IT technicians in charge of BlackBerry mobile device support
• Provided local and network printer support such as network printer mapping, toner, fuser, drum, image, and transfer kit replacements, clearing print queues, accessing and configuring print servers
• Provided support of graphic plotter support, fax machines, and copier machines (Supported HP, Xerox, and RICOH)
• Provided AVAYA desktop phone support this included user account creation and maintenance, phone extension creation and maintenance, deployment and configuration of the telephone hardware, and user training on the use and feature of the AVAYA phone system
• Identified, isolated, and repaired computer equipment that showed signs of wear and tear as well as during preventative maintenance routines
• Provided CAC, CAC reader, and certificate(s) support
• Provided BlackBerry support such as user account creation and maintenance, BES server support, assigning, configuring, and troubleshooting BlackBerry mobile devices, and working with the organization contracted carrier
• Provided IT asset management support that involved labeling, inventorying, assigning, and retrieving of IT hardware assets
• Provided users with audio, video, teleconferencing, and training reservation support
• Provided virus and malware removals
• Built and imaged workstations and laptops through the use of Acronis True Image software and the image server
• Team member in the migration XP users over to a Windows 7 Operating System environment
• Trained and mentored new IT trainees
• Utilized Remote Desktop Connection (Mstsc) or Windows Remote Assistance to remotely troubleshoot technical issues with a user
• As a RSA administrator - Tasked with account creation and maintenance, configuration and deployment of the RSA token, and user training of the device in conjunction to VPN and Citrix access
• Provided Microsoft Exchange / Outlook client support such as new user mailbox creation and maintenance, maintenance of contacts or global address list (GAL), and various Outlook client configuration such as SMTP, archiving, e-mail address set up, and .pst repairs and recovery
• Entrusted with the responsibility of providing on-call / after-hours support
• Top number producer among peers in regards to ticket counts, assignment, closure, and client satisfaction.

IT / Application Service Desk Specialist

Confidential, Frederick, MD

Responsibilities:

• Provided technical/application support for the BSA E-Filing System, Secure Outreach, and Egmont program
• Consistently apply customer service best practices
• Accurately and thoroughly document all incidents into the incident tracking system (HEAT)
• Trained end users and new trainees on how to utlize the various program/software applications
• Worked with the public and government sectors to address and resolve program related issues and inquiries
• Proven ability to work in a professional environment with highly sensitive and confidential information
• High degree of initiative with demonstrated troubleshooting, follow-through, and critical-thinking skills.
• Documented information into tracking software such as HEAT and actively monitored the progress/status of the inquiry or reported issue
• Provided technical assistance by responding to inquiries regarding program errors or general operating procedures
• Performed problem analysis and troubleshooting to resolve incidents within Service Level Agreements (SLA)
• Strong ability to act independently and make decisions within the scope of the position
• Applied technical knowledge of the various applications/programs to answer or resolve program related questions, process, policies, interactions, data queries, and program errors
• Actively support the development, implementation and monitoring of management information systems policies and control to ensure data accuracy, security, legal and regulatory compliance
• Demonstrated the ability to learn and understand new applications quickly as a positive result, I was given the honor of supporting additional applications and programs

IT Help Desk Technical Support Specialist

Confidential, Fairfax, VA

Responsibilities:

• Provided technical support for well over 250,000 end users across twenty-two 7th Signal Command military installation bases across the United States
• Provided 24x7 IT technical support Monday through Sunday
• IT support provided in an enterprise environment
• Personally handled on an average of 50 incident tickets per day remotely through phone calls and e-mails
• Responsible for assisting in the quality and assurance reviews of Remedy incident tickets created by fellow technical support specialists
• Responsible for achieving FCR (First Call Resolutions) in order to meet customers’ expectations and Service Level Agreements (SLA)
• Ensured that all incident tickets that could not be resolved on the first call be properly escalated to the necessary support group(s) for resolution
• Trained and mentored new trainees in conjunction with the Network Operations Security Center (NOSC) operating policies and procedures
• Provided IT troubleshooting assistance to fellow support staff
• Technical assistance ranged from policies, procedures, user accounts, software request and installs, hardware, printers, telephones, Blackberry, BES, network connectivity/outage, and Active Directory such as with account lockouts and password resets
• Monitored the AESD (Verizon Business Webcenter) phone queue to ensure that coworkers were available and proactive to answer any calls for technical assistance
• Entrusted at times with the responsibility of providing sole IT coverage of the NOSC
• Statement from a year-end performance review:

Help Desk Technical Support Specialist

Confidential, Herndon, VA

Responsibilities:

• Provided 24x7 technical support Monday-Sunday / A dependable and responsible technical point of contact during normal and after-hours of operation support
• Supported various complex web-based programs such as Resource Ordering and Status System (ROSS), Aviation Business System (ABS), I-Suite, Virtual Incident Procurement (VIPR), Interagency Cache Business System (ICBS) and Dispatch Messaging System (DMS)
• Responsible for being a civilian and government customer service lead / account specialist
• Answered, assisted, resolved, and escalated if need be simple to complex issues related to core software applications
• Responsible for addressing customers’ concerns, inquires, or technical issues in a timely manner in conjunction with the established SLA
• Oversaw ticket follow-ups with the respective customer to ensure that the reported issue or inquiry is being addressed and that the eventual solution was to the customer’s satisfaction
• Analyzed program-related problems and made suggestive recommendation(s) (Change Request) to the supported application(s)
• Worked closely with Subject Matter Experts (SME) to resolve escalated technical issues
• Generated queries and reports for civilian and government users via COGNOS
• Created and documented several standard operating procedures (SOP)
• Trained and mentored new trainees with their assimilation into the organization
• Supported other team members in resolving his or her users’ technical questions or program related issues
• Applied technical knowledge of the various applications/programs to answer or resolve program related questions, process, policies, interactions, data queries, and program errors