SUMMARY:

• More than 15 years of experience in information technology, telecommunications and training.
• Multiple years of user support and training.
• Experience as a systems administrator, software technical instructor, with expert knowledge of major software packages on the market today.
• Proficient at providing training and networking support for government agencies, educational institutions, corporations and the military.
• Possesses excellent customer service skills, communications skills and work ethic.
• I haved received numerous customer service accolades and awards.

TECHNICAL SKILLS:

• AVAYA Telecommunication Systems
• Active Directory
• ARS
• Interwoven Document Management
• Software Remote Desktops(SMS
• Dameware
• Netmeeting)
• Remedy
• Magic
• Windows 7
• Windows XP
• VPN
• AT&T NetClient
• Microsoft Windows 7
• UNIX
• Oracle
• Solaris
• SQL
• Netware Microsoft Windows
• PC Docs
• Hummingbird. Microsoft Office 2010
• 2007
• 2003
• Netscape
• Crystal Reports
• Report Smith
• Coral Lotus Notes
• Novell .x Dbase
• Q&A
• Forms Flow
• ProComm
• Net*Connect
• Powerhouse
• Freelance and the Internet Cobol
• Report Smith
• ISO 9001
• Lotus Notes
• Adobe
• Paper Port
• Blackberry
• Quick Time
• Timbuktu Pro
• Rembridge and more.

PROFESSIONAL EXPERIENCE:

Senior Desktop Engineer

Confidential, Washington, DC

• Provide support via telephone and remote access support using LYNC VOIP and supported business applications using Windows 7
• Troubleshot issues related to Microsoft Office 365..
• Troubleshot customer issues involving Microsoft Office, Active Directory, e - mail, network connections, server connections, NCR software, MAC, VPN, Blackberry, printers, special projects.
• Trained staffed on issues involving Microsoft Office Suite.
• Proficient with applications such as Citrix Receiver, Intrusion detection software, Advanced System Care, IO bit Uninstaller and more.
• Remote to Desktops and laptop using SMS

Contractor Tier 2 Support

Confidential, MD

• Provide support via telephone and remote access support using LYNC VOIP and supported business applications using Windows 7
• Configured Smart Phones
• Remote to Desktops and laptop using Dameware
• Provided Application support for numerous applications
• Reset SIPR NIPR password
• Conducted Microsoft Outlook 2010 and Office training for users
• Wrote training manuals and procedures for Outlook
• Create and Close 20 Remedy tickets a day
• Provide laptop and desktop support via telephone and remote access using remote access tools.
• Support government applications using Windows 7 and Windows XP, Office 2010, troubleshoot and
• Troubleshot issues related to Microsoft Office 365..
• Troubleshot customer issues involving Microsoft Office, Active Directory, e-mail, network connections, server connections, NCR software, MAC, VPN, Blackberry, printers, special projects.
• Trained staffed on issues involving Microsoft Office Suite.
• Proficient with applications such as Citrix Receiver, Intrusion detection software, Advanced System Care, IO bit Uninstaller and more.
• Remote to Desktops and laptop using SMS
• Configured and imaged laptops based on manufacture to be deployed for oversees operations. Loaded all necessary software for remote and CAC card operations.
• Trained Microsoft Office Applications for training and support

Confidential, Washington, DC

Tier II Desktop Engineer

• Provided up to 8 hour support for Tier II Applications technical support for over 1.6 million teaches and affiliates.
• Responsibility for working with other groups to install and support in-house software and integrate software using Microsoft Windows 7.
• Provide support via telephone and remote access support using LYNC VOIP and supported business applications using Windows 7
• Troubleshot issues related to Microsoft Office 365..
• Troubleshot customer issues involving Microsoft Office, Active Directory, e-mail, network connections, server connections, NCR software, MAC, VPN, Blackberry, printers, special projects.
• Trained staffed on issues involving Microsoft Office Suite.
• Proficient with applications such as Citrix Receiver, Intrusion detection software, Advanced System Care, IO bit Uninstaller and more.

Confidential, Washington, DC

Tier II Desktop Engineer

• Provide excellent client service while troubleshooting client issues via phone, remote tools and e-mail on Windows OS networked enterprise desktop environment
• Document all call incidents and problems in call tracking software
• Escalate, coordinate, and collaborate support issues with multiple teams as necessary
• Assume ownership of tasks assigned
• Configured new HP, DELL, LENOVO, desktops and laptops
• Provide follow-up status to clients according to support policies and procedure
• Take live call referrals from any team member and provide technical support
• Successfully handle calls from difficult clients
• Contribute technical solutions to organizational knowledge base
• Perform analysis of Incidents to trigger Problem and report accordingly
• Provide mentoring/coaching of peer analysts as directed by Leads/Management

Confidential, Alexandria, Va

Senior Desktop Engineer Tier II

• Responsible for senior desktop support for over 13000 Laptops and desktops for government users to Windows 7 and XP utilizing Microsoft Office, VPN, SIPER AND NIPER networks. Also resolved Remedy Tickets hardware and software issues, CAC authentication, Wireless testing, asset management, printer problems, Blackberry’ issues and training utilizing Office 2010
• Provide Tier II Service desk and Deskside support. Provide training for new employees on Service desk
• Configured new desktops and laptops.
• Configured Smart Phones
• Remote to Desktops and laptop using Dameware
• Provided Application support for numerous applications
• Reset SIPR NIPR password
• Conducted Microsoft Outlook 2010 and Office training for users
• Wrote training manuals and procedures for Outlook
• Create and Close 20 Remedy tickets a day
• Provide laptop and desktop support via telephone and remote access using remote access tools.
• Support government applications using Windows 7 and Windows XP, Office 2010, troubleshoot and document all problems through Remedy help desk software. Create and Close 20 Remedy tickets a day
• Blackberry’s configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s.
• Also wrote SOP procedures for Service Desk and Desk side Techs.

Confidential, Washington, DC

Senior Desktop Engineer

• Responsible for Migrating over 600 DOE government users to Windows XP utilizing Microsoft Office, Novell, Lotus Notes 6.5, Hardware issues and printer problems and Blackberry’s.
• Configured new desktops and laptops
• Microsoft Outlook 2010, training for users
• Entered information into inventory tracking system’s using SharePoint and Remedy.
• Provide laptop and desktop support via telephone and remote access using remote access tools.
• Support government applications using Windows XP, Office 2010, troubleshoot and document all problems through Remedy help desk software.
• Blackberry’s configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s

Confidential, Alexandria, Va

Senior Desktop Engineer- Tier II/Trainer

• Responsible for support for Associated with the Department of Defense at national headquarters as desktop support lead. Provided support for commissions established by Congress
• Provided Desktop Engineering and team lead support on a TIER II and III level.
• Microsoft Outlook 2010, email management training for users and staff
• Knowledge of Dell and HP desktops and laptops, Blackberry’s (8000 & 9000 series) configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s and file server operating systems and data communication protocols, utilizing TCP/IP, telecommunications, e-mail messaging, anti-virus software, and Web applications.
• Remote to Desktops and laptop using SMS
• Configured and imaged laptops based on manufacture to be deployed for oversees operations. Loaded all necessary software for remote and CAC card operations.
• Trained Microsoft Office Applications for training and support.
• Maintained all hardware including desktops, printers, scanners, remote server access, Cisco switch and patch panel.
• Troubleshot technical issues with Microsoft Office, Black berry’s, printers faxes, laptops, SIPR and NIPR networks, e-mail management remote access with VPN and supplying expert advice.
• Provided mid-level Active Directory Administration, adding users deleting and domain administration, TCP/IP printer configuration, e-mail support, asset management delegate, procurement buyer of equipment.

Confidential, Washington, DC

Senior Desktop Engineer//Team Lead

• Responsible for support for over 100 FAA users at national headquarters as team lead and desktop support lead.
• Microsoft Outlook 2010 training for users
• Remote to Desktops and laptop using SCCM(SMS)
• Support applications using Windows XP, VPN, Lotus Notes and Office 2003 & 2007, Remedy Helpdesk, hardware and software support for over 20 proprietary soft wares.
• Blackberry’s (8000 & 9000 series) configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s. Providing one on one training.
• Proficient knowledge of multiple application software, desktop and file server operating systems and data communication protocols, utilizing TCP/IP, telecommunications, e-mail messaging, anti-virus software, and Web applications.
• Provided mid-level Active Directory Administration, adding users deleting and domain administration, TCP/IP printer configuration, e-mail support, asset management delegate, procurement buyer of equipment.
• Microsoft Office Applications expert for training and support.
• Trained all incoming personnel on policies and procedures related to FAA matters.
• Produced monthly Remedy and management reports status report for client.

Confidential, Washington, DC

Technology Solutions Engineer/Trainer

• Responsible for supporting over 535 House of Representatives and District location users, utilizing Microsoft Office with 100% phone support. Resolve Software and Hardware issues and Blackberry’s.
• Provide laptop and desktop support via telephone and remote access using remote access tools. Perform nightly tape backups using UNIX, and assist with special projects.
• Blackberry’s (8000 series) configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s
• Support government applications using Windows XP, VPN, Rembridge, Office 2003, troubleshoot and document all problems using Remedy help desk software.
• Proficient knowledge of multiple application software, desktop and file server operating systems and data communication protocols, utilizing TCP/IP, messaging clients, anti-virus software, and Web applications.

Confidential, Washington, DC

Senior Desktop Support/Lotus Notes Analyst

• Responsible for supporting over 500 EPA government users utilizing Microsoft Office, Novell, Lotus Notes 6.5, Hardware issues and printer problems and Blackberry's.
• Provide laptop and desktop support via telephone and remote access using remote access tools.
• Support government applications using Windows XP, Office 2003, troubleshoot and document all problems through Remedy help desk software.
• Blackberry’s configuring, enterprise activation, wireless activation, USB activation with BES server, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s
• Also provides training as needed on Microsoft Office, Blackberry’s, and Adobe 7.0 and Lotus Notes.
• Installed, configured, and troubleshot Lotus Notes 6.5, properly created and moved ID files, reset passwords, and performed data migration. Provided permissions for additional user access for calendars, inbox, and address books. Archived users emails. Resolved Lotus Notes 6.5 software error messages. Synchronized Lotus.
• Maintained Microsoft Active Directory for the specific needs of the enterprise environment by establishing user accounts, network security, troubleshooting printer issues, back up devices, and installing and maintaining Symantec Anti-Virus server.
• Responsible for installation, configuration, troubleshooting, support and maintenance of PC hardware and peripherals including desktop computers, laptop computers, scanners, modems and printers.

Confidential, Washington, DC

Tier II Analyst/Trainer

• Responsible for supporting over 300 users via phone support utilizing over 30 proprietary legal soft wares.
• Provide laptop and desktop support via telephone and remote access using SMS and VNC Viewer.
• Supported business applications using Windows XP, Office 2003, troubleshoot issues related to Interwovens document management system.
• Blackberry’s configuring, enterprise activation, SIM card installation, wiping and restoring data with the APP Loader. Also adding and deleting blackberry users, sending service books, sending IT policies also training users on the use on Blackberry’s
• Also troubleshoot issues related to Outlook, Legal Key, Carpe Per Diem, and Blackberry Software.

Confidential, Tysons Corner, Va

Network Analyst Tier II/Shift Manager/Technical Trainer

• Provided network analysis and management for over 125 employees in call center.
• Provided network analysis and resolution for over 1 million Internet customers seeking new DSL service, for business and residential.
• Configured ALCATEL Unix workstations accessing Confidential Central Office DSLAMS.
• Supported Microsoft Office 2000 applications and Lotus notes e-mail.
• Created and deleted cross connection to enable customers to be connected to DSL via high speed modem.
• Responsible for using Unix workstations to telnet and configure different Confidential servers. Functioned as the network analyst, trainer and shift leader for the project, for team leads, and Confidential management. Trained employees in the resolution of RMAs using Telcordia products