TECHNICAL SKILLS:

SOFTWARE: Office 2003 - 10, Outlook, OWA, Postini, Imanage, E-Docs, Imanage, Filesite, Deltaview, Docs-Management, RDP, FTP, TFTP, Citrix Receiver, VPN, VNC/Viewer, PC Anywhere, Proxy-Master/Host, ArcServe, Camtasia, Inquisite Survey Builder Administration Encase, Cryptool, Snort, and Wireshark

OPERATING SYSTEMS: Win-XP Professional, Win-Vista,Win-7, 8 & 8.1, Windows Server 2003, 2008r2, 2012 r2, Unix

PDA/HARDWARE: Iphone, Ipad s, Driods, Dell Optiplex & Portable Laptop CPXJ, CPIR, CPIA, CPI, CP, D610, 620, E4300, Lenovo, X30, Apple, Dell Power Edge Server, Power Vault Data Storage, Switches, and Routers

VTC/VED: Blue Jeans Web, Smart Boards, Skype, WebEx/Net Meeting, Adobe Connect, VED AED, Chorus Call & Global Crossing Bridging Services, Smart-Board, Poly-Com View Station VSX, VSX 7000E, Via-Video II HDX/RMX 2000, 4000, 9000, Tandberg Edge 95/85/75 MXP 1700,6000, 8000 9004 & Codian Bridge MCU 4500, Logitech Web-Cam, Sympodium White-board, Promethean Smart Boards, S-Video Cabling Protocols/ Ports - SIP, H.323, 1719, 1720, 3230, 3237, 5060, and 5061

PRINTERS: IBM, Cannon, Dot Matrix, Plotters, Lexmark, HP 4100, 4050, 4600 and 8100

TRACKING SOFTWARE: Clarify, Remedy, Support Magic, Heat Expert Advisor, Utopia, Planet Software, Lotus Notes

PROFESSIONAL EXPERIENCE:

Confidential

Technology Operations Support

Responsibilities:

• Deployed and secured Laptops using MDT deployment application imaging software. Removed access to all mobile and media drives for security purposes.
• Deployed and shipped 50 or more Laptops on weekly basis to multiple sites locally and abroad.
• Tested new images to ensure updates were added and new application were installed.
• Removed, added, and created new users in active directory.
• Upon request, Security groups were created to protect confidential information and grant read and writes permissions to group members.
• Used Kaseya deployment application to grant temporary admin rights, pushed software application updates and installed remote access to troubleshoot and configure system issues.

Confidential

Responsibilities:

• Configured, deployed and shipped laptops to contractors throughout the United States.
• Configured Shoretel 560, 565, 655 VOIP phone systems.
• Reset Citrix accounts in Citrix App Center by re-authenticating users to Citrix server and reset their defender connection in active directory, and provided VPN assistance.
• Repaired and installed CRM applications.
• Patched setup and trouble-shooted network connectivity issues using switch port tracker.
• Provided consultation to new employees on network resources and network access to share drives and instruction on how to use their secured token to access the VPN.
• Ensured that all hard drives were encrypted with Sophos authentication software.

Confidential

Technical Support Specialist

Responsibilities:

• Sole provider of IT support to 100+ end-users in Dykema’s Washington, DC and Charlotte, NC offices.
• Utilizing SCCM client to installed and imaged laptop and desktop systems for new hires and end-users.
• Traveled every 4-6 weeks to the NC office to update inventory and provide maintenance and service on copiers, printers, telephones and video equipment as well as Security for the office using software application.
• Scheduled Polycom, Tandberg and Blue Jeans video and teleconferencing for the DC and NC offices.
• Managed user accounts, group access to firm resources, reset and removed user accounts, added right to user groups, change group policies in Active Directory. Installed and configured RSA token and mobile iron application for email and citrix security access
• Trained new hires on use and navigation of the firm’s applications, phone system and network resources.
• Provided primary and backup phone support during limited staff and firm outages and assisted with Microsoft office applications.
• Configured PDA devices for email, contacts and calendar access.
• Setup and configured multi-purpose and Sayco printers using print manager.
• Performed monthly remote network testing to ensure that approved updates didn’t disrupt network connectivity.
• Created FTP accounts for secured delivery of confidential documentation.
• Setup firewall switch with cross-over cable for initial setup.

Confidential

Desktop Engineer

Responsibilities:

• Provided software, hardware and network support for Sutherland’s end-users, trouble-shooted software and hardware problems. Responded and entered trouble tickets that were entered by the helpdesk.
• Installed and imaged dell and IMB ThinkPad desktop and laptops for deployment to new user.
• Participated in a four week office move, that required packaged, labeling and dissembling of all printers, multifunctional copier, fax machines, phones and monitors etc.
• After completion of the move every end user system was test for quality assurance to make certain that users were able to print, connect to network share drives and make local and long distance calls, have access to all firm records, files and database documents.

Confidential

Onsite Technician/ Network Support

Responsibilities:

• Primary responsibilities include providing overall office support for over four hundred attorneys in multiple locations in Washington, Maryland and Virginia.
• Provided weekly setup of video television conferencing equipment, projectors setup that displayed WebEx presentation, skype meeting and net meeting software for internet sharing and PowerPoint presentation. Setting up enter office meeting and hotel conference meeting both on sight and offsite.

Confidential

Responsibilities:

• Restored, imaged or replaced dell latitude system D600, 610, 620 and D4300, hp 4410 and using Norton software reconfigured replace, also replaced mobile keyboards, motherboards and portable displays.
• Provided delegate’s right to attorneys outlook, calendar, contacts and inbox to secretary.
• Reset user password, installed and remove computer account in Active Directory.
• Setup and installed win scribe Olympus DS 4000 digital voice recording device for transmitting dictation module software for remote dictation and translation.
• Interface with all firm personnel including visiting attorneys and clients to provide technical and software solutions.
• Deactivated and removed computer accounts and added user to security groups within exchange, outlook, active directory and citrix client.
• Replaced switches, provided testing for new Poly-com HD video equipment for connectivity issues. Performed loopback testing for audio, video and quality thirty minutes prior to all video meeting presentation. Serviced and repaired network printers, replaced fuser assembly, jet direct card issues and repaired maintenance errors on all HP printers.
• Provided enterprise activation on all mobile devices using active sync and enterprise service,
• SMS services to remote user desktop or laptops remotely.

Confidential

Video/Audio Enhanced Support

Responsibilities:

• Responsible for initiating and implementing weekly discussion vie Video Enhance Discussion, Video Teleconferencing and VOID IP meeting with various institutions and private organization for the Center of Scientific research at NIH.
• Provided and shipped video equipment to all participating research candidates.
• Providing detailed information on the progress, implementation and testing between multiple vendors for cost effective equipment for senior staff members concerning VTC for the director of CSR/NIH, in collaboration with Tandberg and Polycom Representatives.
• In addition I provided technical assistance to the coordinator of CSR for peer review meetings and monthly internal SRO video conferencing with web-casting and VTC and smart-board connectivity and answering and question sessions between multiple conference rooms.
• Administered confidential email account that received anonymous responses from members of his staff concerning annual surveys Inquisite Survey builder.

Confidential

Server and Desktop Support Analyst

Responsibilities:

• Daily responsibilities consisted of new system setup for new hires, ensuring accurate and operational of application installation, LC-win 4.0, phone mail and voicemail administration setup with initial instruction on location of network resources,
• Ensured accuracy of email resources, provide user rights and permission to pertinent attorney groups and folders,
• Trouble-shoot telecommunication and printer issues regarding fuser assembly and maintenance kits for HP LaserJet 4100, 4600, 4050 and 8150. Tone out new phones using ABS signal thrower, traced inoperable phone connection for lack of dial tone or connectivity. Setup new phone lines and punch down on 66 block patch panel and switch.
• Resolved software, network and remote connectivity issues
• Ensured connectivity was tested before loaner laptops and mobile devices were issued while on travel or home use.
• Support powerdocs, aptus, Outlook 2003 and 2007, adobe file conversion, I pass, I manage, Delta view, Marimba and Citrix emergency client as well Office 2000
• Maintained and setups video and teleconferencing through chorus call and global crossing using Net meeting, Live meeting and Ready Talk for power point presentations.