SUMMARY:

• Exceptional knowledge supporting users in an Active Directory environment with solid Customer Service experience in a Law Firm & Architectural environments.
• Highly skilled analyzing, troubleshooting and repairing computers, laptops, printers, hardware, software and peripherals. In depth knowledge of documenting, and upgrading hardware & software and peripherals.
• Demonstrated ability to determine and recommend products or services suitable to the customer’s requests. Outstanding knowledge imaging desktops and laptops using GHOST and deploying applications through Altiris, and SCCM deployments. Setup and troubleshoot Confidential, Confidential, Confidential and other handheld devices.
• Thorough understanding of migrations for Windows XP to Windows 7 and Office 2003 to Office 2010. Setup, transferred and physically move equipment to locations throughout the building including Avaya and Cisco VOIP Telephones.

TECHNICAL SKILLS:

OS/Environments: Windows OS 7/8, 10 Mac OS, Service Now, HEAT, Adobe Patching & Updating HP Break - Fix Certification in 2007

Networking: Wireless Broadband, Cisco Any Connect, Ethernet LAN, Cisco VPN Virtual Private Networks, TCP/IP and VoIP

Hardware: Avaya, Cisco VoIP Phones, Cisco Any Connect, Printers, PDA, Blackberries, Smartphones, Tablets, Tape Library Backup Storage, Laptops, and Desktops.

Software: MS Office Suite 2003, 2007, 2010 and 2013, Cisco Unified Call Manager, Symantec Ghost Imaging, Altiris and Backup Exec, SCCM, Ontrack Data Recovery, Flexera Software Asset Management, RDP, Bomgar, DameWare Remote Support Tools, Microsoft Forefront, TrendMicro,, Lync, Cisco VPN, Kaspersky Antivirus, Symantec Endpoint Protection. IBM Big Fix, MDT, SCCM

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Desktop Support Analyst

Responsibilities:

• Setup Bit Locker Encryption software on newly imaged computers and freshly installed Hard Drives to ensure security within the Board’s specifications
• Experience migrating operating system from Windows 7 to Windows 10
• Update Adobe Photoshop CS3, Reader and Flash with the latest up to date downloads
• Experience using Service-Now software to log Helpdesk Tickets, update Knowledge Base and analyze customer history trends.
• Experience with IBM Big Fix to locate, Fix, and Inventory Secure Endpoints
• Deployed images using Clonezilla, SCCM, Ghost Suite 3.1, and MDT
• Deployed software packages across the network to multiple computers with Altiris
• Troubleshoot, imaged, setup User Accounts, modify rights, setup Remote Connections in Windows 7
• Expert experience imaging computers with Windows System Image Manager, Ghost, and Network shares
• Used Active Directory to modify User Groups, suspend objects, add User Accounts and Reset Passwords
• Installed Cisco AnyConnect on freshly imaged computers and trouble shoot on pre-existing machines
• Installed and setup Cisco Any Connect on user’s computers to connect to the Domain via VPN
• Setup & troubleshoot Confidential ’s Models Z30 and Classic to ensure Clients can work productively
• Modify and granted permissions & access in Active Directory to various Clients to work on projects
• Setup, troubleshoot and configured Network and stand -alone HP Printers as requested
• Installed applications from SNAP Storage Servers via network and remote connections to newly configured computers
• Reconfigured and performed Heel and Reweaves for contaminated file structures
• Retrieved sensitive data and Financial Reports using Data Recovery software. Performed full hard-drive wipes for pc's being shipped to Depot for repair or reassignments to other clients
• Restructured Microsoft Outlook 2000 & 2003 PST Files and Lotus Notes 5.0 Mail and Workspace directories
• Performed shell swaps and hardware swaps for clients with erratic touch pad issues, processors or poor video adapters
• Resolved connectivity issues Remote Dialing connections. Performed weekly inventory of peripherals and recorded same to EY database
• Changed backup tape in the Server Room daily for IP Telephone Telepathy / Voice over IP and Network data traffic and sent to offsite for storage and analysis
• Configured and setup Blackberries and Palm PDA devices for Partners and other Firm employees
• Performed 2nd Level Help desk / Desktop Support for 2300 End Users.
• Reset Network Passwords and created New User Accounts using Administrative Active Directory Tool
• Coordinated and followed through with Migration tasks from Windows 2000 to Windows XP using Win-PE Drives
• Created, logged and tracked client issues, follow-ups, resolution tips and documented time spent to resolve issues. Installed Network and stand-alone printers
• Documented, tracked and executed Friendly Emails to clients who borrowed peripherals requesting them to return same
• Setup temporary accounts and passwords for short term projects and engagements
• Established Internet connectivity for temporary clients visiting the facility through Internet Explorer
• Setup and or relocated equipment to various locations throughout the facility i.e. monitors, desktops, printers, scanners etc.
• Setup Jet Packs Wi-Fi cards, laptops, keyboards, mice and wireless telephony devices
• Participated in rotation of Helpdesk response and call tracking watch. Coordinated EY Queue overdue support time reminders to area and regional techs

Solutions Team Member

Responsibilities:

• Responded to medium to high level requests for assistance from Customers Doctors, Attorneys and Research Professors
• Responsible for defining and streamlining business needs and best practices methodologies for Medical Research Activities
• Worked closely with Vendors and Partners to ensure policies are clearly defined, documented and executed to meet Customers expectations.
• Setup, modify, restrict, add temp sign on and visitor accounts in Windows 7
• Configured, tested for Test Environment and selected groups for deployments of Windows 10
• Ensure compliance with all regulations, as well as corporate quality standards, and recommended changes for Information Security and Configuration Management Plans
• Conducted IT Audits, assessments and made recommendations for improvement of network architecture, security, and end user support for projects
• Coordinated, researched, documented start to finish special high level abandoned Projects
• Served as Project Lead and Backup Lead on various complicated high dollar projects
• Worked closely with Vendors and contract specialist to bring the best pricing and solid solutions for NIH internal customers
• Resolved Port allocations in the Network LAN Closet and rerouted Network Ports as needed
• Configured & NACKED out of the box new Mac and Windows equipment in addition to network printers
• Retrieved time sensitive data using Data Recovery software.
• Performed full hard-drive wipes for pc's being shipped to Depot for repairs, surplus or to other customers
• Restructured & archived Microsoft Outlook 20010 PST Files and uploaded file to a Network Share
• Very familiar with setting up and using (VOIP) Voice over IP Telephone and Video Conferencing as well as Skype, Jabber and Apple Face Time applications
• Configured and setup Blackberries Confidential and Confidential Hand Held Devices for customers
• Performed sound Technical Level support and mentored / trained Tier 2&3 Technicians
• Reset Network Passwords and created & modified Accounts using Active Directory Tool
• Coordinated and followed through with Migrations from Windows XP to Windows 7 32 & 64 bit foundations
• Created, logged and tracked Helpdesk Tickets in Service Now, follow-ups, resolution tips and documented time spent to resolve issues.
• Documented in Collaborate overdue return of loaner equipment to employees for special projects
• Setup temporary accounts and passwords for short term projects and engagements
• Established Internet wireless connectivity for temporary clients visiting the facility
• Setup and or relocated equipment to various locations throughout the facility i.e. monitors desktops, printers, scanners etc
• Remotely connected via permission using Bomgar utility for the purpose of manipulating files and data.

User Support Specialist

Responsibilities:

• Provide assistance and solutions for software and hardware service issues
• Used Bomgar, DameWare, RDC and VPN to connect to computers offsite for the purpose of installing application and troubleshooting pc issues
• Used Altiris to send various application packages to computers in Canada and US
• Reset Passwords, added accounts, modified accounts and restrict User Groups in Active Directory
• Training of new staff with Helpdesk ticketing systems, hardware and software installs
• Coached IT Interns on how to resolve End-User technical issues.
• Turn up and turn down server-room hardware equipment for upgrades and maintenance
• Racking of new servers, routers, switches, storage devices
• Worked heavily with Active Directory, provision & removal of accounts and access
• Granted access to shared network folders, groups, reset passwords and extended temp accounts
• Performed off hours/On-Call help desk support
• Maintained up to date operating procedures inside the IT department
• Worked with hardware and software vendors to confirm well-timed product delivery
• Upgraded computers from Windows XP to Windows 7 using bootable CD and network shares
• Configured software applications for users onsite and offsite
• Connected to users in the US and Canada via Bomgar remote and Remote Desktop Connection to resolve software issues
• Self-starter with capability to work separately with minimum supervision
• Outstanding customer relations and communication skills
• Joined computers and modified user access rights with Active Directory 2008
• Setup and configured Confidential, iPads & Confidential phones to the firm’s Exchange Server
• Troubleshoot, configured and installed workstations and other devices
• Performed updates to Windows 7, office 2010 including memory and hard drives
• Maintained VTC and AV connections for presentations and conferences
• Accurately update inventory of equipment received into Active Directory
• Perform application updates as needed and made recommendations as needed
• Backup end user’s data files, documents and transferred from defective pc to replacement pc
• Attended weekly Remote Desktop Support team meetings hosted via telephone and Lync conference calls
• Resolve Help Desk Tickets in timely manner according to Management recommendations

Technical Support

Responsibilities:

• Developed user friendly documentation for hardware and software
• Diagnosed and resolved Hardware and Software problems independently
• Provided client-oriented assistance and solutions to attorneys, secretaries, and interns
• Partnered with the local computer support team and the central IT organization
• Recommended solutions to general to complex software, hardware problems
• Acted as a Team Lead in handling ticket requests and assisted in setting IT priorities
• Maintained and tracked inventory or laptops, monitors, desktops and wireless devices
• Setup, trouble shoot, repaired and deployed mobile devices
• Deployed Firm Approved applications to users’ desktop via network tools and scripts
• Backup problematic computers, reimaged and rejoined them to the domain
• Setup and reconfigured Network Printers
• Acts as a point of contact for computer and network related issues concerning departmental staff and attorneys (350 people)
• Troubleshoot Windows XP Professional and Office 2003/2007 Suites
• Configured PST files and added additional Mailboxes in MS Office 2007/2003
• Provides technical support for users via in-person and remote client SMS sessions
• Receives and records all technical support calls as well as monitoring the progress of each issue present until it is resolved
• Performs various tasks involving racking of servers and tape backups
• Assist with the setup, configuration and monitoring of technical conference services, i.e. video and teleconferencing, web presentations and multimedia productions
• Sets up and troubleshoots telecommunication devices for end users, including Blackberries and Avaya VOIP telephones
• Creates images of users computer if they require special configuration
• Setup printers, monitors, desktops, hubs and laptops for special long term projects
• Collected, accounted and brought IT Equipment to the supply room and checked it in for inventory purpose
• Setup accounts, laptops, and other equipment for new users joining the FIRM
• Conducted AVAYA training for new users as well as an overview of IT Software

User Support Specialist

Responsibilities:

• Created & resolved Helpdesk Tickets in HEAT Ticketing Database
• Managed and supported Confidential 3.6 Server - service pack updates,version upgrades, license control, create and deleted accounts
• Setup Blackberries and sent PIN through the (BES) serverConfigured, trouble and tested Interwoven Mailsite, iManage, Document Manage Systems
• Connected End Users to Network Printers via Print Select IP Software
• Resolved Remote Desktop, VPN, and Dial up connection for Remote Users
• Resolved Network Mapping issues for Internal and External Users
• Trained Users with the Setup and execution of newly installed Firm Software
• Provided End-User Support for desktop applications including Microsoft Office products
• Knowledge of Apple Tiger, & Leopard / Windows 7, XP, 2003 Server Platforms and Office Suites 2003 & 2007 and MAC 2004
• Maintained current software anti-virus software
• Monitored, tested and installed software upgrades and patches
• Assigned Administrative permissions to ensure specific tasks
• Copied existing user profiles to specific directories on re-imaged computers
• Worked with Microsoft Outlook 2003 to setup new accounts and resolved issues with corrupted PST Files, Address Books and Archive Folders
• Performed PC Hardware installation, troubleshooting and downloads
• Configured, install and trouble-shoot computers, laptops, printers and scanners
• Resolved software issues by performing Registry edits, commands and IP Configurations
• Assisted with network maintenance by running application updates and patches
• Serviced and supported Network Printers, Scanners and PDF devices
• Worked extensively with remote applications for the purpose of resolving Desk-side support issues
• Renewed policy and procedures governing IT related job functions
• Arranged IT Equipment for transfers for End-Users and lease returns
• Extensive knowledge of Dell, Toshiba, IBM, Compaq, Lexmark Printers, Laptops and Portable Handheld Devices
• Contributed to Hardware and Software resolutions through research, technical resources, team collaborations and hands on experience

Level 3 IT

Responsibilities:

• Excellent knowledge of Apple Tiger, Windows XP Professional, Windows 2000 Microsoft Office 2003, 2000; Macintosh Office 2004Entered newly acquired assets into SADD database and Remedy for accurate record keeping
• Tracked assets to End-Users and verified assets reached the correct site location
• Responded to Global Helpdesk calls and resolved calls in a timely manner
• Setup laptops and desktops with correct images and advanced Practice applications
• Setup proper permissions on laptops to ensure End-Users / Administrator settings
• Established E-mail accounts, Personal PST files and Personal Address Books
• Created using GHOST software, company released images on DVD disks
• Ran Post Scripts after images were loaded to resolve startup issues
• Documented New Joiners information (passwords, network logon name changes etc)
• Setup multi-printers, USB Devices, external optical mice, keyboards, speakers etc.
• Configured computers for special assignments / projects and special logons for visitors
• Resolved network connectivity issues, VPN and dial up issues and Proxy settings
• Setup Audio and video equipment for conference rooms to display on laptops
• Archived on the Server under the Leaver folder PST files, My Documents, personal contacts, cookies and bookmarks for future retrieval
• Replaced and break-fix IBM laptop keyboards, memory and hard-drive upgrades
• Examined and ran full diagnosis on faulty hard-drives and recovered usable data using software recovery tools (ONTRACK SOFTWARE)
• Setup In boxer spy-ware application & Junk Mail filters and rules

Confidential, Washington, DC

Level 3 IT

Responsibilities:

• Traveled to satellite locations to install Hardware and Software on computers
• Performed site Inventory control of surplus equipment
• Setup Network Printers, fax machines and portable scanners
• Imaged and configured new laptops and desktops
• Worked with vendors to ensure damaged equipment was being repaired
• Remote into machines using RDC and Timbuktu applications
• Connected/ joined newly configured computers to the domain