Help Desk Support/Customer Resume Arlington, VA - Hire IT People

TECHNICAL SKILLS:

Operating Systems: Microsoft Windows ME, XP, Vista, 7, 8.1, 10, Microsoft Server 2000, 2003, 2008, 2012, Microsoft Active Directory 2002, 2008, Ubuntu Linux, Debian

Networking: NetIQ (DRA), App. Manager, EMC SAN, Veritas Backup Exec, TCP/IP, Cisco Works, Hp Openview, NetCool, SMNP Manager, Wire Shark

Software: Microsoft 365, Microsoft Small Business Office Suite (2010), Visio, Remedy, Ghost, VMWare Player and Fusion, Ubuntu, WinMD5 ESET Smart Security

Hardware: Cisco Switches 3500, Cisco Routers 1700/2600, Dell Power Edge 2550/6450/6650 Servers, Storage Area Networks and Blade Technology

PROFESSIONAL EXPERIENCE:

Help Desk Support/Customer

Confidential, Arlington, VA

Responsibilities:

Answer, record and resolved trouble calls in a timely manner
Re - imaging and imaging laptops
Maintained and Compile basic trouble ticket statistics
Report trouble call trends and escalated calls to tier 3
Track, monitored all issues, requests resolved and closed all tickets
Password changes and account lockouts
Brief the AFA Cyber Patriot staff on competition issues recreates user problems through simulation to resolve operating difficulties with servers and software
Excellent customer service skills
Assisted with equipment, software preparation, installation and troubleshooting VM Ware, Ubuntu Linux, Server 2008, 2012, Debian, Windows 7, 8.1, 10
Ensured customer was satisfied before closing all tickets and ending calls

Consultant/ FSO

Confidential, Alexandria, VA

Responsibilities:

Build and maintained business relationships with vendors and other partners
Trouble shooting systems
Create network documentation
Negotiate prices and subcontracts awards, analyzed requests for services and reviewed RFP’s for bidding opportunities while managing all business-related accounting issues which included pricing, DCAA qualifications, budgeting, projections and tax issues.
Developed marketing material, interviewing and hiring of personnel when needed. initiated business development to win business
Assisted with employee clearances for small startup company also initiated, processed and
Assisted with Help desk issues on contract Configured and maintained wireless mobile devices, including but not limited to Blackberries, IPhones and iPads
Maintained facility clearance for JLM.
Working with JPAS account, initiate eQip submissions, and process security clearances within a DOD contractor environment.
Review security forms, access control and background check requests
Answered all calls
Responsible for implementing security guidelines and ensuring compliance with NISPOM
Prepared employee identification badges, finger print cards and other security related functions as assigned.
Heavy customer contact.

Network Engineer

Confidential

Responsibilities:

Installed and configured Servers using Windows 2003 and Active Directory, NetIQ (DRA), App. Manager, Windows 2000 Professional and Net Cool.
Configuring IP address, setup user logins and password accounts.
Testing all IT hardware and software prior to deployment as required.
Responsible for writing processes and standard operating procedures (SOP) regarding installation, troubleshooting
Assisted with the implementation and training of the Helpdesk
Trouble shooting, security updates, patching, network intrusions, maintenance of software and hardware.
Was trained on and installed SAN, EMC and VERITAS
Trained government personnel including Help desk support on new system.
Set up user logins, passwords, account information, and secured ID using Cisco
Working closely with a team of vendors to ensure government IT infrastructure was in place. Work well within a team environment.

Network Engineer

Confidential

Responsibilities:

Assembled, setup, configured, installed and troubleshot backbone devices.
Assembled, Installed, patched, and configured network devices such as Enterasys 7's, Extreme networks and Black Diamond 6808's, LAN/WAN connections including ATM, frame relay, token ring. Provide technical briefs for government.
Installed routers in test labs to test before deploying on site.
Punched down SIPRA and NIPRA net ports.
Developed and maintained network designs for entire Pentagon Renovation.
Troubleshot, ordered, managed all telephony and pbx systems.
Working with classified and unclassified networks.
Installed and programmed all VTC equipment checked lines ensuring digital and analog lines were in place.
Planned and implemented all classifications of new voice, video, data and network capabilities for Air force, Joint Chief of Staff (JCS), Joint Command Center (JCC), Office of Security (OSD) of Defense Intelligence Agency (DIA) and Army.
Heavy customers contact from Enlisted to Senior Officers on technical matters. Worked closely with a team of vendors. Always willing to learn new technology

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Help Desk Support/customer Resume

Arlington, VA

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