SUMMARY:

• IT Support professional with 20+ years’ experience in supporting the computing needs of end users. Effective solutions provider who is resourceful in repairing and resolving problems with desktops, laptops, network equipment, deployment of new applications and provisioning of new services. Specialize in Executive IT support and customer service, Unified Communications, VOIP and VTC. Work well in a collaborative environment, understanding the importance of customer and team relationships.
• Determined and analyzed user interface problems and oriented users on new or changed procedures increasing proper utilization and understanding of the application.
• Coordinated action items and program deliverables with client and development teams creating a user efficient application.  
• Provide local technical support to computer user community. Includes installations, upgrades, computing problem resolution, diagnose issue of severity, recovery and project implementation.
• Resolved problems encountered by end users that affect daily operations.
• Performed Desktop Imaging, Deployment and Break/Fix Services.
• Diagnose and repair HP/Samsung equipment utilized by health care personnel as necessary.
• Installation of Windows7, Microsoft Office Suite of products and 3rd party software, utilizing Altiris desktop imaging.
• Performed as help desk staff for providing technical support to users of an enterprise grants management system.   Resolved problems encountered by end users that affect daily operations.
• Work as a liaison between customer, program staff and development teams in recording customer issues while using the application and to provide technical support.    Provide solutions to customer issues/questions. Create tickets and analyze issues reported from customers, users and stakeholders.
• Follows appropriate issue handling processes to manage and close feedback in JIRA. Routes issues to appropriate team members and follows up as needed.
• Documents production bugs and enhancement requests and communicate to the project manager/lead. Tracks and prepares reports on types of incoming feedback and response rates.
• Responsible for technical diagnostics, troubleshooting, setup & configuration of laptop/tablet devices and mobile Apple/Android/Blackberry devices. Respond & troubleshoot end users technical concerns.
• Responsible for setup, scheduling and maintenance of VTC equipment, served as a liaison to the vendor for any repairs or ordering of replacement equipment, ensuring users access when needed.
• Provide 1st/2nd tier support to end users for Laptop, Server or Desktop Hardware/Software.
• Resolved problems encountered by end users that affect daily operations. Recommended system modifications to reduce future user problems/outages.
• Utilized RSA Authentication Manager to set up RSA accounts
• Utilized VMWare V - Center/ Citrix XenApp Virtual Desktop Infrastructure when setting up users accounts to administer different levels of access/security.
• Worked collaboratively with Network Services, Software System Engineering and/or Applications Development teams to restore services and/or to identify and correct core problems.
• Used JIRA/Dell KACE/Front Range ITSM/Remedy/Numara Ticketing systems to track and escalate open technical issues in the agency and for Asset Management tracking.
• Maintain the highest level of technical skill in my field adhere to the highest standards of practice in my profession.
• Provided hardware/technical support for the District of Columbia Metropolitan Police and DC Fire/EMS departments.
• Implemented and maintained the department laptop/tablet devices. 
• Installed Windows XP/Win7, Microsoft Office Suite of products and 3rd party software, utilizing Symantec Ghost desktop imaging.
• Diagnose and repaired MDT equipment installed in MPD cruisers and DCFD/EMS vehicles, utilizing LANDesk Remote Desktop and Bomgar Remote Desktop as necessary.
• Resolved all network, hardware, and software related issues, using I-NetViewer, InMotion Mobility Manager and QuickLink Mobility Manager.
• Used Symantec Ghost desktop imaging to perform Desktop Imaging, Deployment and Break/Fix Services. Used SCCM and Active Directory User Console to provide Windows Desktop/Server administration, user setup, changing passwords, account lockouts and usage restrictions for internal users, software patching/upgrades.
• Utilized CA Spectrum, NetIQ Application Program Monitor, SolarWinds Orion NMS and IMS400 SensaPhone Environmental Monitoring services for restoration during customer impacting incidents. CACTI Performance Tool, IBM TEC Monitoring Tool and Mercury SiteScope, Citrix Receiver Remote Access and G/On Remote Access to provide monitoring and technical support within Network Solutions Operations Center.
• Analyze alerts, problem definition and determine recommended course of action.
• Perform all notifications to upper management and regional office personnel (IT Specialist, Network Engineers), escalations and communication via Conference Bridge. 
• Responsible for producing, maintaining and updating Standard Operations Procedures. 
• Troubleshoot servers, communications, and network connections to other systems and provide 1st level support for server and desktop related issues.
• Assisted with Data Center build-out to include: Floor layout of racks, installation of power, cabling, rack assembly, network equipment and server installation Performed Racking/De-racking of servers and other hardware devices, setup of server racks, including distribution of power and any cabling needed to implement into the production environment. OS installations and implementing servers to online production status. Test and troubleshoot potentially faulty hard drives, motherboards, CPUs, and RAM. Assembled and routed CAT5/5e network cables and power cables to be utilized by servers and network devices.
• Basic knowledge of UNIX and Windows operating systems and related protocols.
• Working knowledge with installation/startup of Cisco routers & switches.

EXPERIENCE:

Confidential

Desktop Support Engineer

Confidential

Senior Management Analyst

Confidential

Application Support Technician 

Confidential

Sr. Desktop/Service Desk Support Analyst 

Confidential

IT Support Technician