PROFESSIONAL EXPERIENCE:

Help Desk Coordinator

Confidential, Richmond, VA

Responsibilities:

• Provides First - Level support and a single point of contact for local and remote Information Technology (IT) and Telecommunications problems.
• Through a company-wide Help Line and Shared Mailbox, responds to telephone calls and email requests for IT assistance, troubleshoots, diagnoses, resolves, and\or dispatches personnel to resolve issues.
• Follows up with the client, as needed, to ensure the issue was properly resolved. IT issues include multi-platform environments multiple software applications ( Corporate as well as Production applications), and multiple hardware configurations; desktops, laptops, ipads, tough books, printers, iPhone and handheld radios. McAfee virus scans and system clean up procedures.
• Telecommunications issues include phone systems, voicemail, cellular devices, radios, and LAN\ WAN connectivity issues.
• Utilize RSA Console, ArcFM, Active Directory User and Computers, Centralized Services for Privileged Accounts, AIRWATCH Console, Checkpoint/Pointsec, CyberArk, Citrix, User Verify, SAP Access Requests, SCCM and Microsoft Communicator NetMeeting Remote Connection methods, CA Service Desk Incident Tracking Software, Mainframe, SAMS, PAMS, Arcos, follows HIPPA as well as IT Dominion policies & procedures. Assists clients with submitting IT Requests for hardware & software.
• Utilize CA Service Desk and IT Config Knowledgebases as well as various technical websites for best practices and troubleshooting.

LAN Administrator

Confidential, Richmond, VA

Responsibilities:

• Acts as the face of IT with clients. Provides First and Second Tier support of HP and Dell laptops, desktops, HP and Xerox printers/multi-functional devices, scanners, various mobile devices: iPads, Apple iPhones, Blackberry, AIRWATCH, Avaya, Content Locker, Checkpoint\Pointsec hard drive encryption software, RES Workspace Manager, VPN, RSA Secure ID, MS Office 2003-201 6 applications.
• Demonstrates a sense of urgency addressing issues and takes ownership to resolution and\or assigns to responsible group. Performs follow-up with customers to ensure issues are resolved. Implements and follows IT Dominion policies, procedures, SLAs, SOPs and additional standards. As required. Ensures their conformance with information systems and company objectives.
• Exercises independent judgment and decision-making in planning, organizing and conducting work assignments in a fast paced and cross-functional environment. Cooperates and works collaboratively in a team based environment towards solutions that benefit all parties and accomplishes company/group objectives.
• Responsible for working in multi-platform environments with multiple business areas. Provides occasional guidance to less experienced LAN Administrators. Hardware troubleshooting and replacements.
• Performs Audio\Visual setup in conference rooms and Polycom setup when needed. Performs security patching, software updates, malware scans, reimaging computers, data-erasing of hard drives, disposal procedures, inventory.
• Various monthly reports: Inactive EID and Asset Management Auditing and updating inventory database
• Security patching, adding back to the domain. Utilize Active Directory and CyberArk for password management. Windows 7 migration experience. On-call rotation. Familiar with HIPPA procedures.

Helpdesk Specialist/Desktop Support

Confidential, Richmond, VA

Responsibilities:

• Performed Level I & II Helpdesk and Desktop Support via telephone, remote connection software and chair side assistance. Performed user setups and training, PC configurations, installations, relocations, conference room and Audio\Visual Equipment setups, Blackberry/wireless communication devices. HEAT Database Administrator. Migration Team from Windows 95 to XP and XP to Windows 7.
• Provided support for 250-300 in house customers and additional remote customers. Resolved hardware, software issues, reports network connectivity or web base applications to appropriate groups. Utilized Active Directory for adding computers systems to the domain and resetting domain passwords, AS400/5250 and TSO/3270 for mainframe passwords.
• Placing HP and Halifax warrantee service calls, responsible Asset Management duties to include ordering, receipt, labeling and upkeep of serial numbers of equipment into Asset Management Databases. Supports Bulletin Board and WebER systems used for uploading Employer Payroll Files. Nortel and Cisco VPN remote connection software and Nortel Softphones.

Technical Support Engineer/Hardware Warranty Technician

Confidential, Chester, VA

Responsibilities:

• Responsible for First and Second Tier Technical Support for 10,000 local and remote clients. Telephonic and chair side assistance.
• Supported hardware and software in a Windows NT/95 environment. Utilized Novell Netware Administrator and User Manager for Domains and to reset/change passwords and to reset expired accounts. Created and setup domain accounts. Verified monitored Novell Alias/remote dial-in accounts. Configured TCP/IP, IPX/SPX and solved remote connectivity issues. Installed Windows NT Server 4.0, Windows 95 & 98, Norton and McAfee Anti-virus software, Citrix Winframe and Metaframe Program Manager, Remote Applications Manager. Microsoft R-Mail for PC Networks Server Version Administrative Module - (Mail Admin Connector), used to recapture Microsoft mailboxes and change passwords.
• Created Microsoft Exchange Accounts, via web-based electronic forms transmission. Microsoft Outlook 97 & 98, Remote Outlook, setup user profiles. Added customers to Distribution Lists in Outlook.
• Performed hardware upgrades and installations to include installing and formatting new hard drives, replaced network interface, sound and video cards. Installed and configured modems and setup dial-up networking.
• Configured, upgraded, and maintained hardware on desktops, laptops and servers in accordance with Compaq warranty requirements. To include: system boards, central processing units, hard drives, power supplies, modems, CD-ROMS, floppy drives, memory and batteries. Utilized Compaq Quick Find, Time & Chaos, Compaq Server Setup and Management Software.

Technical Support Analyst

Confidential, Glen Allen, VA

Responsibilities:

• Provided Telephonic technical support for 9,000 PC, laptop, desktop and AS400 mainframe clients. Performed software installations and hardware troubleshooting. Maintained a call log of trouble calls and reported chronic problems.
• Communicated network outages and updates to Network Control and to customers. Provided quality assurance of support documentation for procedures and responses. Troubleshooting mainframe wire and Memorex Telex printer problems utilizing NS 3270 and NS 5250 terminal emulation software to pass clients between the Wheat First and First Union networks.
• Provided assistance with dial-in procedures with Secure ID Cards. Tested and validated support procedures for new products and applications. Provided Novell/NT Network assistance, unlocked accounts, reset passwords. Utilized NetView to reset wire printers, terminals and Terminal IDs. Supported Minitab, Star, Microsoft Office Suites, Rumba, IBM products, PC Anywhere, PC DOCS and NET OP.

PC Support /Help Desk Associate

Confidential, Richmond, VA

Responsibilities:

• Provided level I and II technical support for approximately 380 users at the Help Desk/Call Center. Documented user problems in call center tickets, provided chair side assistance, ticket escalation procedures, initiated Access Request Forms for new user accounts, IT Task Requests for PC relocations and software installations.
• Identified and reported down systems, installed hardware and software, PCs, printers and print drivers, conducted PC\customer relocations and training demonstrations. Responsible for installation of hardware, software, troubleshooting connectivity issues, CAT5 cables, RJ45 connectors, Jet-Direct Boxes and printers, completed inventories of equipment and software, labeling of devices and cables, updating of documentations of operations, installations and backup procedures and diagrams of systems, network, and cabling overviews using Visio. Additional responsibilities as IT Librarian.
• Supported Windows 3.1/3.11, Windows 95 & NT 4.0 OS in a Windows NT and Novell Netware environments, with MS Office applications. Support Express, Support Magic, PC DOCS, PC Anywhere, Visio, MS Exchange.

Navy LEADS Department Associate

Confidential, Richmond, VA

Responsibilities:

• Conducted telephonic interviews to determine possible eligibility status of clients for enlistment into the U. S. Navy.
• Responsible for entering all leads into the LEADS tracking database and assigning them to the appropriate recruiting office. These leads were received by our office as a result of mass-mailings completed by our office and\or blind advertisements placed into newspapers.
• Responsible for monthly statistical reports. During my tour, during an audit performed by Commander Naval Recruiting Command (CNRC) and received an exceptional grade for there were “NO LOSS” of any contracts due to any errors on our part.

Navy Enlisted Processor

Confidential, Richmond, VA

Responsibilities:

• Conducted personal interviews with applicants to determine eligibility for enlistment .
• Responsible for verifying legitimacy of\and ensuring that all required documentation was included into the Enlistment Packages for all incoming Confidential Enlistees for Confidential Richmond. To include Physical Examination and Finger Print Documentation received from MEPS Personnel, Birth certificates or Verification, Naturalization Certificates, Marriage Certificates, Divorce Decrees, Social Security Cards or Verification, High School Diplomas, High School and college transcripts, DD 398-2, DD 214, Police Record Checks.
• Conducting in person as well as telephonic drug, alcohol and or civil police wavier interviews with applicants and Commander Naval Recruiting Command (CNRC), to further establish enlistees’ eligibility for enlistment. Researched Background Investigation possible matches results. Responsible for informing applicants of their overall results