SUMMARY:

• Proficient in analyzing, troubleshooting and resolving issues to a positive outcome.
• Ability to learn quickly in a fast paced environment and with minimal supervision.
• Project, analyze IT products and capacity to ensure client is above IT standard.
• Market research, surveys and procurement of IT related products both hardware and software.
• Experienced in troubleshooting, maintaining desktop hardware and applications.
• Excellent communication and interpersonal skills.
• Exceptional written & verbal communication skills.
• Work effectively with clients, peers, management, military, government personnel and senior level government leaders.
• Exceptionally organized, accurate, strong analytic and presentation skills.
• Ability and desire to learn new technologies quickly.
• Understanding of information systems security; network architecture; general database concepts; document management, hardware and software troubleshooting, electronic mail systems, such as Exchange/Lotus notes.
• Experience in supporting email migrations & profile setups for POP/IMAP/MAPI & RCP/HTTPS email setups

TECHNICAL SKILLS:

• IBM Endpoint/BigFix
• Symantec Endpoint/McAfee
• Bitlocker
• Windows based applications: MS 98 - XP/MS Server 2003/Vista/Win 7, 8 & 10 OS
• Office 2003: 07/2010/2013 & 2016
• BES, Citrix, Ghost and Radius Servers
• Microsoft Outlook Exchange e: mail client and internet access (2008-2016)
• HTTP, ICMP, SMTP, POP3 & IMAP
• Oracle/ SQL database
• Lotus notes
• BomGar/Dameware/Desktop Authority
• Service: Now ticketing system, Remedy database, UTT (Universal Trouble Ticket) & HP service manager
• Symantec encryption/SEE tools & McAfee encryption
• Citrix presentation
• Active directory
• Microsoft windows imaging component
• Trackwise
• Global clinical site monitor
• Desktop support/Server Support

PROFESSIONAL EXPERIENCE:

Confidential, Washington D.C

Help Desk Specialist Tier 2

Responsibilities:

• Help Desk Support Specialist tier 2 support for the Environmental Protection Agency (EPA).
• Troubleshooting issues and resolving tickets per request of users within Remedy
• Providing physical and remote systems support for the entire EPA.
• Resolving tickets within Remedy and the SLA’s in a timely fashion.
• Assisting Lotus Notes users in the transition over to SharePoint database.
• Resolving hardware and system issues on a tier 2 level.

Site lead/System Administrator Tier 2

Responsibilities:

• System administrator 2 and site lead support Confidential supporting Boeing.
• Monitoring and organizing Confidential inventory within the onsite location
• Managing all IT equipment in the new facility; setup and configure LAN.
• Running various imaging projects for different sections of the facility.
• Supporting users with Outlook setup and assisting server admins with exchange troubleshooting.
• Configuring outlook for users including setup of archives/pst’s within the site.
• Assisting in troubleshooting of Microsoft Outlook (2007-2013) accounts for users.
• Providing technical support for entire Boeing staff within one site.
• Entering help desk requests through ticketing system and assign unresolved trouble tickets to appropriate group.
• Setting up new installs for new hires and interns; Managing drop activations within new rooms for new users.

System Administrator Tier 3/ISSO

Responsibilities:

• Troubleshot with numerous server platforms in a multi-layered server environment.
• Remote desktop support for 3 locations in Maryland (Curtis Bay) and Virginia (Alexandria & Arlington).
• Assisted on implementing various SOPs’ and allowed software changes.
• Ensured desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.
• Granted access for users to domain by implementing fob’s to domain users on TDY.
• Project managed new classified SCIFs’ within ABS.
• Managed BES in a lotus domino environment.
• Insured SCIFs’ follows NISP/DSS rules and guidelines.
• Planned and built DSS approved classified images and laptop.
• Viewed and managed JPAS system for modifications/upgrades on clearances.

Administrator Tier 2

Responsibilities:

• Tier 2 and Tier 3 Remote/Local IT support for over 30,000 State Department help desk administrators and users locally and internationally.
• Created, upgraded and monitored the BES, citrix, and radius servers on the DOS domain.
• Configured and managed the BES and exchange servers; managed filtering and BES integration.
• Provided tier 3 support for BES administrators and users.
• Built farms and implementing server upgrades to G5’s.
• Created accounts via BES and activated Blackberry devices within BES and handheld device.
• Monitored web-based UTT/remedy ticket system and assign tickets to administrators.
• Assisted administrators with encryption of laptops; troubleshooting Vista machines for encryption using Securedoc and Safenet Protect drive.
• Interacted with numerous computer platforms in a multi-layered client server environment.
• Trained users and administrators in THIN/FAT client of remedy.

Desktop Support Technician

Responsibilities:

• System administrator tier 2 for public relations within DoD/The Pentagon.
• Created and installed mass imaging for many laptops/workstations and migrated data.
• Recommended and performed upgrades on systems to ensure longevity.
• Assisted with the upgrading of BES software and managed it through an exchange environment
• Unlocking, resetting and modifying user accounts as needed and requested.
• Entered Help Desk requests, track assets and close out request through remedy.
• Resolving email, network access and password problems over the phone or remotely.
• Worked with procurement staff to purchase hardware and software.
• Assessed functional needs to determine specifications for purchases.
• Assisted in maintaining LAN/WAN records and, as appropriate, telephone systems cable.

Desktop Support Technician

Responsibilities:

• Head desktop technician of project; produced and installed mass imaging and migrated data for project.
• Managed staff with the installation, configuration, and ongoing usability of laptops, tower desktops, peripheral equipment and software within established standards and guidelines.
• Complied with vendor support contacts to resolve technical problems with desktop computing equipment and software.

General Clerk IV

Responsibilities:

• Handled filing of security sensitive information (SSI) documents.
• Inputted various data from SSI documents into Microsoft word and excel.
• Provided clerical and technical support for office staff.
• Reviewed and verify timesheets for law enforcement including administrative personnel.
• Entered routing slips and SSI documents into data tracking system and timesheets into FPPS (Database).
• Managed and updated equipment and supplies for office.
• Distributed important SSI documents and mail to special agents and administrative personnel.
• Carried out projects that are presented to me by administrative personnel.

Security Screener

Responsibilities:

• Secured all airline passengers’ baggage’s by inspecting for any dangerous and prohibited items.
• Scanned bags using state of the art x-ray technology and performed body inspection.
• Implemented airport anti-terrorism procedures and defenses.

Administrative Assistant

Responsibilities:

• Updated company files and records.
• Created reports and presentations utilizing MS excel and PowerPoint.
• Carried out various administrative and executive assistant tasks.
• Organized and implemented small computer projects for Technical Staff

Computer Technician

Responsibilities:

• Assisted in the creation of Microsoft Certified Systems Engineer (MCSE) training courses for trainees.
• Worked as instructor’s aid for complex computer courses.
• Organized and planned tri-weekly meetings to initiate communication between staff and trainees.
• Setup and managed all the computer equipment in the training facility; setup and configured LAN.
• Provided technical support for company staff and students.
• Entered Help Desk requests through remedy and assigned unresolved trouble tickets to appropriate group.
• Utilized HP OpenView to monitor network for outages.
• Supplied customer support for users local and worldwide.
• Ran administrative applications when needed.