SUMMARY:

• Creative and dependable professional with extensive background in Information Technology. Works well independently or as a team member. Versatile personality, works well with various customers. Unflappable, thrives in a challenging and changing environment. Excellent written and oral communication skills.
• Experience with using Windows 95, 98, NT, 2000, XP, Vista, 7 and all Windows versions, RHEL 6, Linux, Oracle, Solaris, Sun, Centos, UNIX, LDAP, SSH, Windows Server 2008, 2010 and 2012

TECHNICAL SKILLS:

Software expertise in the following programs: Microsoft Office 2013, OWA, Word 2003/2007/2010, Word 2003/2007/2010, Outlook XP/ 2003/2007/2010, Excel 2003/2007/2010, Power Point 2003/2007/2010, Adobe 7.0, 8.0, Flash, Visio 2003, Active Directory, Windows 2003 Server, Project 2003/2007/2010, Word Perfect 7, Word Perfect X5, Remedy 7.0, Track - It, Lan Desk, PC Anywhere, e-Ticket (1.6), e-NOTAM, Citrix, Remote Desktop, Backup Exec 12.5 & 2010 for Windows Server, Cisco Unified Video Advantage, SCCM 2007, Flight Scape, Opus, Global Console Version 7.2, Lotus Sametime, Lotus Notes 8.5.3, HP TAMM, HP TOMM, HP Business Service Management, NetIQ, iManager, RSA, Oracle Virtual Box, VMWare, vSphere 6.0, Centos, Solarwinds, Logic Monitor, Veeam, VOIP, Telnet, HTTP, HTTPS, HTML, Blackberry Desktop Manager, IOS Cisco Any Connect, Dell Active Roles, Web Ex, ePolicy Orchestrator, Service Now, IBM Maas360

Hardware Support: BlackBerry, iPhone, Dell Optiplex GX 260, 270, 280, 745, Dell Latitude 420, 430, 600, 610, 620, 820, 830, HP 5000, 5100, 6710, Gateway M255, Polycom Soundstation/VTC, Tandberg VTC, T1, DS3, WI-FI, Cisco Catalyst 6513 Switch, Cisco Unified Video Advantage, RSA Token, Sharp Aquos VTC, Verizon Wireless Access Point, Cisco 7645 Router, Cisco 7669 Router, SOHO Cisco Routers, Cisco IP Phone 7945, Avaya 9508 IP Phone

PROFESSIONAL EXPERIENCE:

Confidential

Desktop Support Technician

Responsibilities:

• Provide on - site client hardware and software desk-side support and remote client side support for teleworkers, ensuring minimum user downtime
• Client technologies include Microsoft Windows and iOS operating systems.
• Initiate, maintain and closeout scheduled video teleconferencing sessions.
• Interface with government staff responsible for maintaining the VTC schedules to ensure timely service delivery. Troubleshoot problems and issues with the service and perform corrective actions.
• Initiation and checkout of VTC sessions shall be performed in advance of the start time to allow for troubleshooting and corrective actions.
• Perform lifecycle planning and technology refresh installation services for desktop and laptop computers across the enterprise. (Refresh installation services will be scheduled during task order performance by the Contracting Officer s Representative to specify the location(s), quantity, and timeline requirements of the refresh requirements.) Implement a standard methodology and provide and maintain installation standards and procedures (STIGS, images, etc.) that ensure properly configured systems; continuity of user operations; fully-functional applications; and train users to successfully operate new systems and equipment.
• Proactively maintain comprehensive images to ensure that all images contain current and up-to-date software applications, all applicable patches and the latest drivers. Ensure that images comply with prevailing Federal and customer policies and requirements.
• Update hardware inventory via ServiceNow ticketing system
• Setup and activate IOS devices such as iPhone 4, 5, 6, iPad Pro via IBM Maas360
• Create and assign Help Desk tickets for customers via ServiceNow ticketing system
• Reset passwords and unlock user accounts via Active Directory
• Perform backup/restore process for laptop swaps/tech refresh
• Perform computer, printer and other computer related moves for government staff

Confidential

Service Desk Analyst

Responsibilities:

• Answer incoming calls to the Service Desk
• Provide desktop and remote support to customers via SCCM, Microsoft Lync, Remote Desktop and PC Anywhere
• Create and assign Help Desk tickets for customers via Remedy Software
• Reset passwords and unlock user accounts via Active Directory
• Reset passwords and unlock user accounts via Active Roles
• Provide technical and remote assistance to users with VPN and computer related issues
• Provide technical and remote assistance to users with SOHO router related issues
• Provide technical and remote assistance to users with ISP and computer related issues
• Provide technical and remote assistance to users with Cisco IP Phone and computer related issues
• Provide technical and remote assistance to users with setting up Web Ex meetings
• Provide RSA server administration via RSA Authentication Manager
• Provide Outlook 2013 technical assistance with setting up user profile and Outlook related issues as well as repair installations

Confidential

NOC Analyst

Responsibilities:

• Configure, add, modify and remove server accounts via secure shell command line on Linux, Sun and Oracle servers
• Monitor network and server outages per HP Business Server Management
• Reset passwords/unlock user accounts via Active Directory and NetIQiManager
• Run scripts on Linux, Sun and Oracle servers to reduce /var space consumption
• Create and document tickets via Remedy 8.0 software
• Monitor and report alerts to On - Call Engineer for Windows servers
• Initiate and facilitate bridge meetings via Polycom Soundstation for server maintenance purposes and critical alerts
• Provide hourly updates during bridge per server status to appropriate staff via e-mail or ticketing software
• Provide after hour phone support
• Create and send documented shift reports to management at the end of shift each day via e-mail
• Setup Projector and Cisco/Tandberg VTC equipment for conference meetings and presentations
• Maintain network stability and backup tape drives via Veeam for Windows Server 2012
• Add/Remove/Modify users assigned to Linux, Sun, Oracle and Windows servers
• Reset user passwords and unlock accounts for users within Active Directory

Confidential

NOC Analyst

Responsibilities:

• Act as a liaison between the Confidential (Operations Control Center) for Confidential and the FAA to report scheduled and unscheduled frequency outages on VOR s and RCO equipment for airports throughout the United States
• Reset passwords/unlock AMS(Account Management System) accounts for Flight Specialists
• Create tickets via e - Ticket software (version 1.6)/reset passwords/unlock for e-Ticket accounts
• Create e-NOTAM accounts/reset passwords for e-NOTAM accounts
• Monitor server outages and report outages to System Owners
• Co-ordinate radio checks for the Confidential and FAA through Confidential Flight Specialists
• Create maintenance requests for planned outages due to FTI circuit related maintenance
• Provide desk side and remote support via Remote Desktop for company staff
• Activate LAN ports on Cisco switches/routers
• Answer incoming calls to the Service Desk and assist users with technical related issues/route calls accordingly
• Add/Remove/Modify users assigned to Linux servers
• Run scripts on Linux servers to reduce /var space consumption
• Reset user passwords and unlock accounts for users within Active Directory for Windows Server 2012
• Install Verizon Wireless Access cards on loaner laptops and ensure wireless Internet and Network connection

Information Technology, Communications and Systems Administrator

Responsibilities:

• Provide desk side and remote support via Remote Desktop for 100 users
• Backup tape drives via Backup Exec 12.5 for Windows Server 2008
• Activate LAN ports on Cisco switches/routers
• Manage user domain accounts and grant access/permissions for users via Active Directory
• Setup projector and VTC (Polycom) equipment for conference meetings and presentations
• Perform PC installations, PC moves, PC re - images via Symantec Ghost software, PC hardware break/fix
• Reset domain passwords via Active Directory
• Change toners and imaging units for HP printers
• Image and configure desktop and laptop machines for deployment
• Update hardware inventory via Remedy ticketing system
• Perform computer, printer and other computer related moves for company staff
• Setup and activate Avaya and Cisco IP Phones

Confidential

Resident Technical Support Agent

Responsibilities:

• Answering incoming calls to the Service Desk
• Providing desktop and remote support to customers via Net Meeting and Microsoft Communicator
• Image and configure Dell desktop and laptop machines (Optiplex GX280, D600, D610 Latitude) via Symantec Ghost software
• Create and assign Help Desk tickets for customers via Remedy Software
• Reset passwords and unlock user accounts via Active Directory
• Provide technical and remote assistance to users with VPN and computer related issues
• Change toners and imaging units for HP printers (HP Laser Jet 4000, 5, 8000 series)
• Provide BlackBerry Support
• Setup Projector and VTC equipment for conference meetings and presentations
• Set up Outlook 2003 profiles for users, repair errors in applications such as Word 2003, Excel 2003, Access 2003, Power Point 2003, Visio 2003 and Project 2003
• Perform PC installations, PC moves, PC re - images, PC hardware break/fix
• Perform HP printer moves, installations and break/fix
• Install Verizon Wireless Access cards on loaner laptops and ensure wireless Internet and Network connection

Confidential

Service Desk Analyst

Responsibilities:

• Answered 30 - 60 incoming calls to the Service Desk on a daily basis
• Provided remote assistance and deskside support when needed, i.e. office moves, hardware support
• Created help desk tickets for customers via Track-It ticketing software
• Routed and assigned tickets that were sent to the Help Desk queue
• Imaged client machines via Symantec Ghost software
• Changed toners and imaging units on printers and faxes (Xerox Phaser TEK 7300, HP Laser Jet 8000 series)
• Reset user passwords via Active Directory
• Set up laptops and projectors for use with Power Point 2003 slide presentations
• Served as 24/hr on-call technician
• Provided technical and remote assistance to users with VPN and computer related issues
• Provided BlackBerry support
• Installed and configured Microsoft Office Suite 2003 for clients
• Set up Oulook 2003 profiles for users, repaired errors in applications such as Word 2003, Excel 2003, Access 2003,
• Power Point 2003, Visio 2003,
• Projectt 2003
• Served as evening technician for firm working 11am - 8pm M-F shift. Also worked weekends on voluntary basis.
• Performed PC installations, PC moves, PC re-images and PC hardware break/fix
• Performed HP printer and Cannon copier moves, installations and break/fix
• Install Verizon Wireless Access cards on loaner laptops

Confidential

Lab Aide Technician

Responsibilities:

• Handled incoming calls to Service Desk
• Resolved user issues over phone
• Documented calls in online Help Desk queue
• Created patch cables and ID badges for students
• Repaired damaged computers

Confidential

Field Technician

Responsibilities:

• Configured and imaged workstations for clients
• Delivered and setup computers, laptop and projectors for clients
• Maintained record of hardware inventory for D.C. location