SUMMARY:

• Supervising IT Team - Training Staff Microsoft Outlook 2010-Troubleshooting mail flow/PST files/Configuring new mailboxes/Locating lost files/Mapping Users/Troubleshooting Calendar issues/Etc., Advanced Technical Writing COMPTIA SECURITY PLUS - SYS 201 MCSE 2000 COMPTIA A+• Hardware/Software Install and Admin 2000 Professional Network Infrastructure Design Designing Windows 2000 Active Directory Services Active Directory and Windows Server Administration Troubleshooting, Installing, and maintaining various workstation models, laptops, servers, Blackberry, peripherals, network connectivity, and software and printers/print servers Troubleshooting Software/Network Issues A+ Hardware/Software installation and troubleshooting
• Network infrastructure design Installing DHCP, DNS, ICS, NAT, WINS, IPSEC and troubleshooting routers and servers Windows 7 Deployment Ghost Imaging

PROFESSIONAL EXPERIENCE:

Confidential

IT Deskside Support Engineer II

• Responding to incoming calls as well as Remedy trouble tickets and desk - side requests to troubleshoot any and all IT related issue (i.e.: Network Connectivity, Hardware, Peripheral, Software,Etc.)
• Installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, Laptops and other computer peripherals.
• Support responsibilities include software installation, and configurations.
• This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
• Job duties require the technician to install and test personal computers, printers, and other peripherals, configure
• Operating system, load shrink-wrap programs and other application software programs.
• In this position, tech troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
• Also develops, trains and provides, documentation for new processes and procedures to enhance functionality of the IT Team

Confidential

Lead Desktop Support Engineer II

• IT ACE-IT team Computer Support Technician II providing support to distributed PC/networking environment
• Including:
• Responding to incoming calls as well as Remedy trouble tickets and desk-side requests to troubleshoot any and all IT related issue (i.e.: Network Connectivity, Hardware, Peripheral, Software,Etc.)
• Installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals.
• Support responsibilities include software installation, and configurations.
• This technician performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.
• Job duties require the technician to install and test personal computers, printers, and other peripherals, configure
• Operating system, load shrink-wrap programs and other application software programs.
• In this position, tech troubleshoots computer problems, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.
• Also develops, trains and provides, documentation for new processes and procedures to enhance functionality of the IT Team

Confidential

Lead IT Support Specialist

• IT Support Contractor for Nationwide Continuing Education Corporation.
• On a daily basis work to support 1800 faculty and staff at 40 different school locations Nationwide.
• Provide Remote phone support using a Remedy ticketing systems and Bomgar as a remote access tool. Work involves supporting Windows 2007/XP, PC and Servers and various printers.
• Advanced Troubleshooting of Network Connectivity issues, Active Directory, Print Servers, Install, images, troubleshoot, and maintain various devices to include: laptops, tablets, printers, PCs, handhelds
• Software Installation and Troubleshooting
• Technical Environment: Windows 2007/XP, Outlook, Remedy, Bomgar,

Confidential

Leader Desktop Support II

• Create and maintain end-user accounts, permissions, and access rights using Active Directory.
• Install, images, troubleshoot, and maintain various devices to include: laptops, tablets, printers, PCs, handhelds, and wireless Flo carts.
• Own and Manage issue through resolution, working with business or development groups
• Implement new desktop applications and assist with migration of existing applications.
• Interact with the Help Desk and customers to quickly and accurately diagnose technology issues.
• Open, maintain and close trouble tickets in accordance with standard processes and procedures. Maintain timely, accurate logs of all troubleshooting activity and interactions and conversations related to issue resolution.
• Work with Office Automation software, thin client technology, browser based applications, and mainframe-to-PC emulators.
• Provide Level 1 LAN/WAN and supplemental Level 1 Communication Technology support to include data jack troubleshooting, network switch troubleshooting, hardware replacement, DHCP/DNS administration, and Level 1 protocol analysis.
• Perform technical and managerial escalations to assure that customer problems are resolved within the necessary timeframe.
• Collaborate extensively with peers, including Application support, WAN, and Communication Technologies to resolve client issues while actively contributing to a growing Knowledge Base that improves the effectiveness of our team and the information available to our customers.
• Create and execute project work plans and revises as appropriate to meet changing needs and requirements. Coordinate various LAN/Desktop projects as assigned.

Confidential

Senior Desktop Engineer II

• Lead Support Specialist for national medical/tissue recovery health facility.
• Provide end user technical support which includes but is not limited to: Install, image, troubleshoot, and maintain various devices to include: PCs, Laptops, Printers, Handheld Devices, and Wireless mobile Devices. Install, troubleshoot, and upgrade New and Legacy Software applications.
• Create and maintain end-user accounts, permissions, and access rights using Active Directory.
• Respond to Remedy Trouble Tickets. Manage Remedy Ticket Queue. Handle break/fix issues ranging from Hardware to Software, to Network and Printer, Email break fixes supporting an average of up to 1000+ end users.
• EXPERIENCE SUPPORTING WINDOWS ENVIRONMENTS (WINDOWS XP AND W2K,Windows 7)
• Provide LAN/WAN Connectivity support to include data jack troubleshooting, network switch troubleshooting, hardware replacement, DHCP/DNS configurations.
• Work independently or with a team environment to develop new plans/projects to better assist the day to day needs of the company IT Environment

Confidential

Help Desk Lead-Systems Engineer/Supervisor

• Develop, lead, and manage projects, staffed by IT Help Desk contract personnel
• Provide end user support for the Classified and Unclassified DOD Information Systems Network; including Troubleshooting, Installing, and Maintaining all Workstations, Servers, Peripherals, Network Connectivity, Software Installations, as well as Printer and Server Functions.
• Close 35-50 break issues per week, on average
• Constantly work to improve processes and develop methods for accomplishing repetitive tasks
• Act as a liaison between Ross Technologies management and the contracted Help Desk staff
• Work with Government executive staff and military personnel in order to provide a higher functioning Help Desk Support Team to the end user community at the SDDC at the Ft Eustis Army Base in Ft Eustis, VA
• Develop IT Service Desk Standard Operating Procedures and provide reports required to demonstrate compliance with the contract standards and SLA’s
• Routinely build new systems by installing Army Gold Master (AGM) approved operating system, baseline software applications, and adding required security patches, to include but not limited to the following: MS Office Professional, MS Outlook, Adobe acrobat, Approvelt, PureEdge Viewer, WinZip, Tumbleweed Desktop Validator, Active Client
• Enforce DOD, DA, and command IA Policies for the development and introduction of new IT systems.
• Provide Multiple Active Directory Server Administration Tasks Various Tasks within Active Directory Users and Computers, Creating Users and computers, Adding Workstations and users to local and Global Groups, Running Login Scripts, Configuring Group Policy Objects
• Provide Active Directory specific technical support that contributes to the Problem, Change, Configuration and Release Management Processes
• Consistently provide monitoring, tracking, analyzing, and reporting of IT network operations
• Conduct or direct scans and analysis of network vulnerability

Confidential

VIP CSR Lead Support

• Respond to Remedy Trouble Tickets and manage Remedy Ticket Queue.
• Handle break/fix issues for High Ranking US Naval Officers and VIP Government officials, ranging from Hardware to Software, to Network and Printer break fixes on the NMCI Network
• Responsible for supporting an average of up to 2700 end users
• Implementing and supporting LAN and desktop hardware and software
• Provide user orientation on hardware, software and network operations as well as keep abreast of emerging operational support technologies and industry trends

Confidential

Network Engineer II

• Monitoring, Designing, Maintaining, and Configuring of Routers, Switches, Etc
• Received Trouble Calls and lend support to entire Network
• Worked a secured lab environment building, testing, and implementing state of the art networking devices
• Performed routine checks of Windows and UNIX based Server as well as various Firewalls, Routers, Switches, Web Caches, Load Levelers, and Mail Relay Devices that make up the entire US Navy Communications Network

Confidential

NT/Unix Operator

• Received calls and lent support to the Network on the NETS NEMAIS project for the US Navy
• Premier Microsoft member of the NT/2000 Operations Team
• Perform routine checks of Windows and UNIX based Servers, which included the following: File system Usage & Mounts, Print Queues Status, Network Interface Information, Relevant Processes, Error reports, Mail Check, Login & Logout History, User Activity, Sudo Activity, Security Audit Logs, Security state of system.
• Assist in the briefing and training of fellow Team members and Shift leads
• Design, create, and document new procedures, as needed, to develop a more proficient team environment