QUALIFICATION SUMMARY:

• Extensive knowledge and experience in installing various DOD programs, upgrading hardware/software, maintenance, and repairing desktop computers as well as laptops and printers.
• Impeccable track record of accurately completing military operations research, reporting, information management, analyzing facts, record keeping; working well under pressure, and various office activities in a timely manner.
• Determines the specific system or technical problems troubleshooting to correct problems.
• Resolves hardware and software problems and provide detailed analyses and recommended solutions for weaknesses or problems in the system
• Establishes and maintains detailed documentation on all significant problems that have affected or may affect the successful receipt or transmission of message traffic
• Solutions - focused professional veteran with 10 years of experience to identify root causes and direct users to lasting resolutions for technical support to over 2,000+ users providing rapid and client focused.
• Well versed in a variety of common operating systems, military applications and hardware with a proven ability to master new tools and technologies quickly.
• Highly energized and focused on details; results-oriented professional with proven ability to expedite multiple tasks.

TECHNICAL SKILLS:

• Internet Security
• VMware
• Windows XP, Vista, Windows 7
• Microsoft Exchange, Excel, Word,
• Outlook, Access, PowerPoint
• Active Directory
• BMC Remedy
• Help desk Support
• Blackberry
• CompTIA A+, Network+
• Hardware: Dell desktops and notebooks/ Gateway desktops and notebooks/ Compaq, desktops and notebooks/ iMac/iBook, Printers, Scanners, and Digital Projectors.
• Adobe Reader
• Mac Workstations
• Ghost/Imaging

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Configured settings for remote users via VM Ware.
• Monitored daily activity of networks and services.
• Reimaged corrupted users machines.
• Granted local administrators users published rights.
• Installed and configured new software and hardware for users.
• Issued password resets.
• Configured and installed printers via TCP/IP
• Migrated user desktops from Windows XP to Windows 7
• Monitor daily activities and performance to ensure compliance with all service agreements. Compile and analyze data, prepare daily reports on call volume, abandon rate, carry over, and outages for senior management.
• Expanded background knowledge in Windows and email implementations and reconfigurations.
• Deployed hundreds of Pc’s
• Managed Active Directory services on Windows 2003 and 2008
• Received in-coming trouble tickets, performed Tier 2-3 desktop administration and troubleshooting on Windows and Apple workstations.
• Install and test new configurations including new Operating Systems, hardware equipment, software etc.
• Workstation and server configuration and deployment
• Workstation, server, and IT equipment repair
• Workstation Warranty returns and exchange - work with manufactures of the damaged equipment to replace, reconfigure and return damaged item
• Inventory management and asset tracking of all IT equipment
• Keep updated workstation images for all individual workstations; keep separate image for each model

Confidential, Washington, DC

PC Refresh Tech

Responsibilities:

• Responsibilities included installing software/hardware, upgrading software/hardware, maintenance, and repairing desktop and notebook computers as well as printers.
• Migrated user desktops from Windows XP to Windows 7.

Confidential, Washington, DC

HW/SW Analyst Technician

Responsibilities:

• Reimaged bad scripts and replaced motherboards.
• Conducted hardware and software alterations/ upgrades for system computers

Confidential, Washington, DC

GCCS Administrator

Responsibilities:

• Responsible for System Administration of Global Command and Control Systems (GCCS), Afloat Ship Tracking and Repositioning System (ASTARS), Integrated Command and Control Communication System (IC3), Common Operational Picture (COP) and Logbook in the preparation/updating of various operations/exercise reports with information accessed from those systems.
• Coordinated with the IT Manager to ensure availability and reliability of servers to meet business demands
• Received in-coming trouble tickets with Remedy and performed Tier 1-2 desktop administration for executive VIP’s and other high ranking officers.
• Troubleshot, repaired, maintained, installed and performed testing activities on various computer equipment, peripherals, data communication and computer network system.
• Participated in key product evaluation and improvements as they relate to the server environment
• Configured and maintained/patch/backup Windows 2K/2003 File servers, Application/Web application Servers-Exchange, SQL servers, supported Lotus notes, IIS/Apache servers Maintain/configure Active Directory.

Confidential

FCC Supervisor

Responsibilities:

• Responsibilities included answering help desk questions, providing over-the-phone assistance to staff members, and documenting reports of service calls. Performed administrative duties including answering phones, filing, copying and faxing documents, and sales calls.
• Provide desktop support for over 2000+ clients in the greater Bahrain region by phone or in person as needed to minimize downtime.
• Enhanced remote access through installation and configuration of VPN and Remote Desktop.
• Trouble shot network connectivity, network printing and user access issues.
• Help Desk Tier II/III services which included answering help desk tickets through online assistance, performing remote assistance on staff desktops, and documenting reports from service calls. Other responsibilities included performing administrative duties such as filing and copying documents, answering telephones, and setting service appointments