SUMMARY:

• I have more than ten years of experience working in the computer field. Experience includes the implementation and support of hardware and software for LAN and WAN systems.
• Provide direct IT and communications support to 6,000 customers within the Nuclear Regulatory Commission (NRC). A technical person with a strong desire to learn with a fundamental understanding of ITIL, and more than 15 years of hands - on experience in the preventive maintenance, network diagnostic skills, troubleshooting techniques. Self-starter with ability to work independently or in a team environment to monitor, manage, and troubleshoot: LAN/WAN, various Commercial Off-The-Shelf (COTS) applications, blackberries, laptops, desktops, Internet and security issues.
• Windows XP, 7, Outlook 2003, 2007, Microsoft Office Suite 2003,2007, 2010, GroupWise, LANDesk, SMS Remote, Bomgard, Active Directory, Magic, Remedy, IE, Firefox, Chrome, Win-Magic Secure Docs 4.6, 5.2, Confidential /Full Disk Encryption, ePolicy Orchestrator 4.6 Symantec (SEP), MacAfee, Ghosting, Citrix Xen App, VPN Client Software, PIV card readers, Zenprise Console, BES and Confidential Desktop Manager, BMC Magic, Remedy, HP Open view, Bluecoat, COTS applications, network monitoring tools What’s up Gold, Basic Network TCP/IP, Symantec Ghost).

TECHNICAL SKILLS:

DOMAIN / FUNCTIONAL AREAS: Help Desk support, Client Services Support, Service Delivery and LAN/SERVER supportCORE COMPETENCIES: Desktop Support, Global Customer Services, Systems Integration, Network Integration, Systems

TOOLS: & METHODOLOGIES: Tivoli remote control, User manager, Magictsd, Internet, Heat calls logging, Syscon, LANDesk, HP Open view, Citrix, Novel Console One.

TECHNOLOGIES: Information Technology (IT) Windows 95, NT, 2000, Windows Vista and Windows 7, LAN, WAN, Telecommunications, Client/Server, Cisco Networking

STANDARDS: IEEE, X.25, SO 9000, TOKEN RING, Ethernet and ARC net, WLAN.

PROFESSIONAL EXPERIENCE:

Confidential

Desktop / LAN Admin

Responsibilities:

• Provided support to multiple buildings on site as well as various buildings offsite
• Performed troubleshooting, repair, maintenance, and upgrading for PCs and Macs; performed reimaging, sanitization, and encryption duties for deployments, new users, and surplus machines; provided support for Windows XP, 7, Mac OS X, Office 2003/2007/2010 and a wide range of productivity applications; gained proficiency in the Altiris client; gained proficiency in the PointSec encryption suite and Bitlocker
• Gained proficiency in ServiceNow
• Performed troubleshooting and setup for local user and shared networked printers
• Supported ActivClient and PIV card readers; performed virus removal duties using MalwareBytes and McAfee
• Managed new PCs and printers in Active Directory as well as user accounts/passwords; supported Confidential configuration and troubleshooting
• Performed user migrations and refreshes
• Created and managed images;
• Supported NIH-specific applications and configurations; trained new employees on NIH OD OIT processes and procedures; provided documentation for various processes.

Confidential

Desktop Support and PC Refresh Manager

Responsibilities:

• Established and maintained good relationships and image of company with other functional departments.
• Ensured that the local desktop systems met security compliance guidelines.
• Track and execute hardware life cycle replacement plan
• Evaluated new information system products or services.
• Managed a team of first and second level support analysts.
• Provided second level Support for desktop operating systems and applications.
• Created and maintained a standardized reporting methodology.
• Manage 23 technicians

Confidential

System Administrator/ Senior Desktop

Responsibilities:

• Provide second level problem identification, incident management to diagnosis and resolution of problems. Provide support for the escalation and communication of status to agency management and internal customers. Consult asset management and vendors to obtain computer equipment and to activate turn on/off wireless services. Respond and provide technical support to various end-users including Office of Commission, Directors, Deputy Directors, and other highly positioned VIPs.
• Identify potential vulnerabilities within the computer environments and safeguard confidentiality by use of encryption and user training. Provide support for users on VPN, Citrix access, wireless connectivity, laptops and blackberries services. Familiar with the ITIL framework best practices.
• Provision Blackberries with use of BES Sever. Understand encryption and other technologies used to improve organizational security to safeguard government information. Manage, install, maintain, monitor and/or troubleshoot all software and/or hardware to assure optimum performance. Provide guidance on proper use of IT policies, standards, hardware and/or software to NRC users.
• Participate in the development of policies and procedures for assigned specialties. Perform knowledge transfers and train clients regarding security awareness and current IT threats. Issue and revoke end users PKI certificates to grant access to Citrix and basic understanding of TCP/IP commands. Familiar with Group Policy Management.
• Serve as System administrator for MacAfee Endpoint and WinMagic 4.6 & 5.2
• Add, remove and deploy laptops with use of MacAfee ePolicy Orchestrator.
• Install, configures, tests, and debug hardware/software and peripheral equipment; installs and tests application and operating system software, patches and fixes; network and non-network connected peripherals, network interface and adapter cards; resolves software and hardware conflicts and supports special applications software.
• Identified problems and causation factors and generated solutions and/or offered recommendations for a variety of confirmed information technology (IT) problems. Support the agency Wi-Fi activations and resolve related problems. Perform back-up and data recovery on laptops, desktop, and blackberries. Setting up administrator and service accounts, maintaining system documentation, tuning system performance, and coordinating installation. Experience with successful network migrations in the Microsoft 2003 and 2008 server domain environment.

Confidential

IT Operation Support Engineer

Responsibilities:

• Manage and develop a functional software baseline for a fleet of encrypted laptop computers and the associated peripheral.
• Define customer problems; develop system requirements and specifications, prototype and implement solutions, Help desk operations Hardware maintenance and upgrades, Software installation and troubleshooting.
• Install and configure Servers, Workstations client, operating system and applications.
• Install and configure WinMagic Securedoc and Confidential .
• Hardware maintenance and upgrades, Software installation and troubleshooting.
• Installation and configuration of Workstations client, operating system and applications.
• Install, support and configure HP network printer.

Confidential

Support Administrator

Responsibilities:

• Provide end users support in resting and recovering token, password reset, disable accounts using EPE portal and Confidential Manager Consol.
• Ghost image, encrypt Hard disk after installing Confidential .
• Verify/Add/Remove user to Active Directory.
• Configure user group and machine group using Endpoint Encryption Manager.

Confidential

Support Administrator

Responsibilities:

• Upgrade Confidential OS, Provision, activate, and support Confidential for more than a thousand end users using junior level Administrator BES Manager.
• Confidential trained. Knowledge of Basic Software Installation, Basic Activation, Troubleshooting using Zenprise Console troubleshooting email message flow issues, perform Confidential provisioning, remote reset and OS upgrades.
• Maintain Communication with RIM for Confidential upper level troubleshooting.
• Run Pre-Migration consisting of Initial discovery, Laptop/PC staging with correct image, Quality Assurance Readiness, Run Migration consisting of PCmover Enterprise client to migrate users to new laptop/workstation, Run Post-Migration consisting of configuring either VPN/Citrix, VZAccess Manager/USB Mobile Broadband card or Confidential Tethering configuration.

Confidential

Responsibilities:

• Configure/Troubleshoot and deploy secure laptops for temporary use by employees.
• Ghost image, encrypt hard disk after installing securedoc enterprise client 4.31.
• Configure SecureDoc Disk Encryption, Modify GINA, create key file then encrypt SecureDoc Symmetric Key for admin or user rights.
• Create/Provision SecureDoc Disk encryption user profile.
• Ghost image, encrypt Hard disk after installing Confidential .
• Verify/Add/Remove user to Active Directory.
• Configure user group and machine group using Endpoint Encryption Manager.

Confidential

Senior Technician

Responsibilities:

• providing desktop support of PC's and laptops to over 4000 users in a multiplatform, client server environment (Windows 95 Client, NT 4.0/Novell 3.12 servers) for the Bureau of Alcohol Tobacco and Firearms.
• Ensures phone calls and E-mails to the Service Center are handled in an efficient and timely manner.
• Performs duties of a senior systems analyst for all service center operations.
• Coordinate problems resolution for high visibility customers.
• Coordinates hardware repair.
• Troubleshoots / resolves software and hardware problems reported by the end users Community.

Confidential, Washington, DC

Senior Helpdesk Technician

Responsibilities:

• Installations, configuration and administration of Windows NT 4. Servers.
• Installations and configuration of Novell Client 32 for Windows 95 workstations.
• Setup new Desk Top using Goths image software to meet Customer specifications.
• Day to day LAN hardware and software, troubleshooting for over 3000 users.
• Managed hardware and inventory department which is responsible for repairing, upgrading, reconfiguration, and installation of hardware including hard drives, network cards, floppy drives, CDROM drives, sound cards, etc.

Confidential

PC/NT Technician

Responsibilities:

• Assisted the Chief Consultant in personal computer repairs, assembly, configuration and installation of applications based on clients' specifications and needs. Troubleshoot and solve user hardware and software problems. Installed upgraded and supported Windows 95 and Windows NT 4.0
• Supported end users on a daily basis. Administered various accounting and administrative functions.
• Diagnosed common hardware, software and a variety of LAN operating systems related problems to provide multiple protocol support and interconnectivity.

Confidential

Assistant Field Engineer

Responsibilities:

• Server and client installations; configure and install peripheral equipment.
• Setup user accounts and maintains NDS file and directory access security.
• Troubleshoot and resolve user hardware and software problems and perform data backups. Assisted with installing, configuring, upgrading (3.x to 4.1) and maintaining NetWare file server at project sites. Configure, implement and upgrade new products and hardware and daily maintenance of NetWare print servers, queues and printers
• Installation of hardware, such as hard drive, CD? ROM, motherboard, NIC cards, etc. Manage remote access services for user's using PC Anywhere and RAS. Install and configure different application software from LAN to user workstations.