SUMMARY:

IT professional with 15 years of experience in Windows - based environments. Areas of expertise include planning, project management, technical support, helpdesk, systems installation, upgrade, configuration, troubleshooting, repair and user support. Strong technical, analytical, problem solving, communication and relationship management skills.

TECHNICAL SKILLS:

Applications: Windows Server 2003, 2008, Exchange 2003, Exchange 2007,Exchange 2010, NTBackup, PC Anywhere, DameWare, LANDesk, VNC, Altiris, Bomgar, Netmeeting, SMS, SCCM 2007, WSUS, Microsoft Office Suite 2007 and 2010, Trend Antivirus Client Server, McAfee Antivirus, Sophos Antivirus, Norton Antivirus Client Server, Exchange Virus Protection, PC imaging with Ghost, Imagecast and Image X, RSA Authentication, Windows 2000, XP, Vista and Windows 7, Mac OS X, Guarding Edge, Bitlocker Encryption software, VMware View, Altiris, Guardian Edge Encryption.

Network Services: TCP/IP, Active Directory, Group policy, DNS, WINS, DHCP, VPN, IAS, Terminal Services, Routing and Remote Access, Network planning, wiring and cable terminations

Hardware & Software Solutions: LAN, WAN, Firewall configuration and management, extensive knowledge of Dell and HP desktops, laptops and printers.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Provides help desk support to the United States House of Representatives.
• Respond to end-user and IT Vendors requests by phone, email, fax and live chat.
• Provide Mobile Device Management with the use of Air-watch, Good, BES Server 5 and BES Server 10.
• Provide support for iPhone, iPads, Surface tablets, Window’s and Android devices.
• Perform Active Directory Administration to include password resets, account creations, edit and deletion of user accounts.
• Help troubleshoot network connectivity issues with computers and printers
• Perform VPN administration using RSA Secure Logon console.
• Use of Remedy 8.1 ticketing system
• Coordinate with other departments and outside vendors to resolve technical problems
• System set up and configuration of PC and Mac computers.
• Use of Bomgar remote console to provide remote technical assistance

Confidential, Washington, DC

IT Specialist, Office of the Chief Technology Officer

Responsibilities:

• Provide technical support to over 20,000+ end users for the District of Columbia Government.
• Resolve issues via phone, email, desk-side or LANDesk remote tool.
• Handle escalations from Tier 1 technicians.
• Perform Microsoft Office and Outlook configuration, troubleshooting and archiving.
• Create new user emails and accounts via Active Directory and Exchange Server 2007 and 2010 .
• Perform printer and network file share configuration and troubleshooting.
• Deploy Mac, Dell and HP computers using Disk Utility, Ghost and Image X imaging software.
• Use of Windows Easy Transfer to migrate end users from Windows XP to Widows 7
• Create and close trouble tickets using Remedy 6.0.
• Support and configuration of wireless networks.
• Use WSUS to apply security updates, critical updates and patches.

Confidential, Washington, DC

Windows 7 Migration Technician

Responsibilities:

• Evaluated desktops and laptops to confirm if an in place migration can be completed.
• Migrated Dell computers with WinXP to Win7 Using USMT (User State Migration Tool)
• Test and confirm that the migration was complete
• Delivered the completed migrated system to the perspective end user
• Have the end user to sign off that everything is in working order

Confidential, Bethesda, MD

Jr. Systems Administrator

Responsibilities:

• Respond to end-user and IT specialist requests by phone, email and web with level II / III technical support
• Provide HW & SW support for desktops, laptops, blackberries, and iPhones.
• Manage VMware View 4.0 for 200 users.
• Perform Active Directory Administration to include password resets, create, edit and delete user profiles.
• Troubleshoot network connectivity issues
• Perform Light Exchange administration.
• Major contributor in rollouts for desktops, laptops, blackberries, iPhones, and special projects
• Coordinate with developers and other groups to resolve technical problems
• System Imaging of New and Old HP and Lenovo computers using Symantec Ghost Server

Confidential, New York, NY

Desktop Support Technician

Responsibilities:

• Provided technical support to over 500+ end users.
• Performed hardware break / fix to servers, PCs, and laptops and printers.
• Used Active Directory to manage users, printers, groups, and computers.
• Used Systems Management Server 2003
• Installed and troubleshoot Windows XP, Windows 7 and Microsoft Office issues.
• Used Remedy to create, update and close service call requests.
• Imaged Dell and HP computers using Ghost and Image X.

Confidential, Jamaica, NY

Desktop Engineer 2

Responsibilities:

• Supported 5,000+ end users.
• Conducted walk-through of crew bases to ensure everything was operational.
• Set-up of smart phone devices for email (Blackberry, Windows, Android, iPhone, iPad)
• Serviced printers, desktops and laptops including installation of hardware and software.
• Used SCCM 2007 to deploy and update Dell servers and client computers.
• Used Altiris for imaging and deployment of Thin Clients for Citrix environment.
• Configured Exchange 2007 to create and move mailboxes, shared folders and distribution groups, mailbox quota, backup and recovery.
• Conducted warranty repairs and maintain relationships with outside vendors.

Confidential, Washington, DC

Tier 2 Helpdesk Analyst

Responsibilities:

• Supported 20,000+ end users for the District of Columbia Government.
• Resolved issues via phone, email, desk side and LANDesk remote tool.

Confidential, Washington, DC

System Support Engineer

Responsibilities:

• Provided help desk support for the United States House of Representatives.