SUMMARY:

• Demonstrated the ability to integrate computer skills.
• Skilled at troubleshooting (break / fix), hardware, and software or network problems.
• Deployment of equipment while minimizing customer stress levels.
• Interface with the various vendors for support or replacement parts for all inventoried equipment.
• Proven skills in support of Windows and Mac environments.
• Accomplishments include large refresh projects (Office 2013 Migration at NIAID)

SKILL:

• Microsoft Products (Windows 95 - 10
• Server 2003 - 2012
• Office 2003-2016
• Exchange 2008-2010 and O365Basic Networking
• Audio and Visual
• Hardware Replacement
• Mac OSX
• Casper JAMF
• SCCM
• Remote Tools
• Data Recovery
• Building and Backing up Images and Smart Phones (iPhone and Android).

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Engineer

Responsibilities:

• Log Incidents and requests into the Service Desk Application. Provide telephone, remote and email support
• Provide first call resolution to computer hardware and software problems through troubleshooting techniques
• Ensure that Support requests including application specific and others that cannot be resolved within 20 minutes Max are properly routed to Senior Service Desk Engineers or external resources as needed
• Windows server troubleshooting. Group Policy, Folder Permissions, and Print Server Configuration and troubleshooting. Terminal\Citrix servers troubleshooting
• Network configuration and troubleshooting such as DNS, DHCP. Firewall configuration and troubleshooting
• VPN Clients configuration and troubleshooting
• Mac configuration and troubleshooting
• ShoreTel Director Management
• Troubleshoot workstation and network connectivity issues.
• Exchange server configuration and troubleshooting
• Configuration, troubleshooting of Microsoft Office Applications and 365

Desktop Support Engineer

Responsibilities:

• Provide front line and remote Help Desk support
• Troubleshoot basic networking and connectivity issues
• Troubleshoot mac and pc problems
• Install, configure, and maintain Windows 7, Mac, and Linux systems
• Provide support to new hires to insure they are all good to go
• Provide phone support (mobile), and VTC
• Maintain user-focused portions of the IT Wiki
• Evaluate new hardware and software technologies

Desktop Support Engineer

Responsibilities:

• Image computers, install software and patches to ensure it is compliant with Desktop Steward by MITRE InfoSec policy
• Troubleshoot software and hardware for PCs and Macs. Work with computer vendors or Parts department to replace or upgrade parts for Laptops, Desktops, and Printer.
• Provide network services troubleshooting and connectivity including wireless networks.
• Provide printer configuration for printers for Mac and Windows
• Ensured secure operations through installation of security software, encryption software, maintained updates, immediate responses to infected systems, and DOD wipes according to InfoSec policy.
• Provide email support for Windows MS Outlook and Apple MS Outlook clients with PKI encryption, including personal folders and outlook profile configurations

Desktop Support Engineer

Responsibilities:

• Installation, configuration, and support of PC and Mac workstations, smart phones, tablets, printers, portable data storage devices, and other general peripherals.
• Diagnosis of hardware and software failures, resolving problems or escalating as necessary in a timely manner then communicating status updates with users while monitoring situation until final problem resolution.
• Ensured secure operations through installation of security software, encryption software, maintained updates, immediate responses to infected systems, and DOD wipes according to policy.
• Projects: Part of the Office 2013 Migration over 600 users.
• Remediation for NIAID Windows and OS X systems to become compliant with current security requirements for ForeScout CounterAct.

Help Desk Technician

Responsibilities:

• Answered help desk calls and emails, and maintained tickets in help desk ticketing system.
• Provided remote and onsite support.
• Managed, maintained, troubleshot and supported networks, hardware, software, and other related peripherals.
• Installed and supported new desktops, laptops, servers and printers.
• Reviewed and responded to remote monitoring and management (RMM) system alerts and notifications.

Help Desk Technician

Responsibilities:

• Managed AD (Add, Remove, Unlock Accounts, Update Personal Info, Reset Password & Group Policy).
• Troubleshoot application issues such as errors, not operating accurately, including isolating problems, collaborating about options, or implementing a resolution.
• Configured and supported includes VPNs, printers, scanners, desktops, laptops, mobile devices, tablets, connection and network problems, and other technical needs.
• Managed Exchange 2010
• Recovered data on file server using AppAssure Reply 4.
• Managed Equipment Inventory & Software Licenses. Distributed loaner laptops and other IT equipment.
• Built and maintained Windows Images.
• Configured and supported Windows networked environment including IP Phones.
• Procured Laptops and Workstation for new and existing employees
• Completed Morning Daily Check List (Check bandwidth, Site ping time, Server Disk Space, Server Backups, Site to Site VPN status, DFS Replication, FileNet Day End Reports and Performers Status).

Technical Customer Support

Responsibilities:

• Used remote tools to connect to workstation to assistance as needed.
• Managed AD (Add, Remove, Unlock Accounts, Update Personal Info, Reset Password & Group Policy).
• Assisted in troubleshooting, installing software, and setting up hardware according to UMD model.
• Distributed loaner laptops and other IT equipment.
• Configured and supported Windows networked environment.
• Built and maintained Windows Images
• Monitored computer lab environment and distance education rooms to help troubled student/staff with laptops, projector, and technology classroom issues. Assisted students with lab software. Added paper and toner to lab printers as needed. Performed closing checks on computer/technology classrooms.
• Worked on large scale IT projects under supervision.