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It User Support Resume

Centerville, VA

SUMMARY:

  • I am an IT professional looking to contribute my skills and experience to a dynamic cross - functional team.

PROFESSIONAL EXPERIENCE:

Confidential, Centerville, VA

IT User Support

  • Performing in-place Windows 7 to Windows 10 upgrades via SCCM client for users having newer hardware not needing replaced
  • Performing fresh MDT Windows 10 imaging on new laptops/desktops received to replace older hardware
  • Initiating encryption through Bitlocker
  • Roughly 80 plus devices to be completed

Responsibilities:

Confidential, Washington, DC

IT Specialist Contractor

Responsibilities

  • Daily user administration using Active Directory and Office 365. Roughly 180 users both onsite and in remote locations such as New York and London
  • Imaging of laptops and Apple Products via USB. Replacement of devices as needed
  • Administration of permissions and desktop devices for all new employees and interns
  • In charge of Windows server maintenance by addressing issues alerted via Nagios system and VMWare VCenter. Some minimal Linux server administration
  • In charge of all patching of user laptops, desktops and servers via WSUS.
  • Administered phone system via Avaya software
  • Administered backup solution which was Symantec Backup
  • Handled all issues from printers, A/V equipment, to troubleshooting and restoring downed services and servers

Confidential, Arlington, VA

Systems Administrator/Help Desk Technician

Responsibilities:

  • Management of in-house systems to insure security, data integrity and minimize downtime
  • Ensure end user issues are handled effectively and efficiently
  • Disburse and administer Antivirus software as needed through Microsoft SCCM 2012
  • Administer the appropriate access to production applications
  • Distribute Windows desktop and server images as needed thru SCCM 2012
  • Administer remote technical assistance and software updates through Microsoft SCCM 2012
  • Imaging of organization hardware; laptops, desktops and servers in order to minimize security risk and to ensure software/hardware performs optimally
  • Windows server and storage administering through EMC, Nimble and Barracuda Cloud solutions
  • Management of monthly Microsoft patches through SCCM
  • Administering of the KnowledgeLake segment of the SharePoint environment
  • In charge of new employee onboarding which consisted of giving user laptop with company gold image, supplying user temporary AD password and explaining software usage such as Cisco VPN, SoftPhone etc.

Confidential, Arlington, VA

IT Contractor/QC Analyst

Responsibilities:

  • To assure that any computer related issue a user has, rather software or hardware related, is accessed and corrected promptly and efficiently through troubleshooting
  • Explore newly written programs for visual and functional bugs as a member of the QC Team
  • Duties also include, new computer installation with any software needed, imaging of new desktops and laptops to Windows XP SP3 or Windows 7 SP1, giving access to networked devices, and removing any unauthorized programs which could compromise the security of the network.
  • Administered Five Guys online ordering web application through custom created Segue interface
  • Servicing over 5000 Marine and IT personnel on base and in the field via phone, email and in-person on MCRISS (Marine Corps Recruiting Information Support System) related issues
  • Servicing Marine and IT personnel on base and in the field via phone, email and in-person on AEP(Automated Enlistment Program ) and ACP(Automated Commissioning Program ) related issues
  • Completing user submitted trouble tickets in a timely and efficient manner in order to maintain a high level of customer service, reduce ticket closure time and trouble ticket queue volume
  • Creation of nightly ticket reports using Microsoft SQL Server 2005 to map and review newly opened tickets and known system issues
  • Granting access within MCRISS for users according to their military or civilian role
  • Adding users to the MCRISS email notification group through Active Directory
  • Creation of instructional documentation related to using MCRISS, AEP and ACP, including workarounds for existing bugs

TECHNICAL SKILLS

  • Microsoft Office Suite 2007, 2010, Office 365
  • Microsoft Windows 7, Windows 8, Windows 10
  • Microsoft Server 2008R2, 2010, 2012, 2012R2, 2016
  • Microsoft SCCM 2012
  • MAC OS support using Configuration Manager
  • Active Directory
  • Barracuda Backup Solution
  • VMware
  • Hyper-V
  • Citrix
  • EMC virtual storage software Nimble storage solution Numara Track-It
  • Samanage
  • Acronis Professional
  • Eclipse
  • SolarWinds
  • Nagios
  • Cisco AnyConnect VPN
  • Microsoft SharePoint 2010/2013, IIS

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