TECHNICAL BACKGROUND

Operating Systems

• Windows 2000/NT/XP/7/Server 2008
• Microsoft Exchange Server 2010
• Over 1 year of experience Installing and configuring Active Directory, DNS, and DHCP Virtual Servers on VMware

Hardware

• Hewlett Packard and Eizo monitor calibration
• Ricoh Aficio SP C430DN and Aficio SP C320DN printers
• HP Z800 Workstation
• Wyse R90L7 Thin Client

General

• Strong written and oral communication skills
• Excellent customer service skills
• Strong ability to patiently assist customers with diagnosis and problem resolution

Networking

• Basic knowledge of LAN, WAN, VPN and VLAN network Architectures and protocols
• Basic knowledge of TCP/IP Model and Protocols

Software

• Microsoft Office 2007 and 2010
• Microsoft Remote Desktop Connection
• Dameware 9
• Jabber Moment IM
• Microsoft Lync Server 2010
• Microsoft Management Console
• Citrix Virtual Desktop
• Desktop Director Citrix XenApp
• VMWare Virtualization Software
• BMC ProactiveNet Performance Management
• BMC Remedy IT Service Management
• Citrix Desktop Delivery Console
• Solarwinds Network monitoring tool
• Remedy Ticketing systems
• PuTTy

EXPERIENCE

Confidential

Support Center Analyst

• Performed troubleshooting to isolate and diagnose common computer-related problems.
• Upgraded hardware and software as required.
• Provided users with technical support.
• Diagnosed hardware, software and operator problems.
• Answered client's inquiries in person and via telephone concerning the operation of equipment.
• Made recommendations to the clients and performs minor remedial actions to correct problems based on knowledge of systems operations.
• Escalated major service problems to management as needed.
• Monitored network outages through Solarwinds networking tool and provide basic networking troubleshooting to restore network connections.

Confidential

Information Technology Specialist /ITSM Service Desk

• Part of a team that provided IT support to nearly 100,000 users both military and civilian, over 8 commands and networks and domains, both thick client and thin clients user over VLAN.
• Troubleshoot research, diagnose, document, and resolve technical issues surrounding Windows XP, Windows 7, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment via telephone.
• Documented, tracked, resolved, and reported on problems and work orders using Remedy Action Request database system.
• Monitored networks, secure and non-secure modify user accounts via Active Directory, submit changes to file management.
• Monitored network status remotely using several Network Management Systems, and create applicable work orders for discrepancy resolution as necessary.
• Assigned and mapped users to a network share drives, and create work email addresses and assign users to applicable exchange servers, as well as modify delivery options such as forwarding email to OWA webmail accounts.
• Installed baseline approved software to Windows XP and Windows 7 workstations
• Installed, maintained and troubleshoot network, system and application issues.
• Provided Technical expertise in the set up, operation, and troubleshooting of all associated and follow-on operating systems.
• Monitored secure and non-secure networks 24X7 through Solarwinds and escalate incidents to system administrators, network administrators, computer security administrators and management teams for resolution.

Confidential

Operations / Command Control/ NOC analyst

• Monitored IT performance against agreed service levels or appropriate levels
• Utilized event monitoring tools as provided by EMS
• Respond to priority 1 and priority 2 incident notifications
• Monitored escalated issues, incidents and services to ensure appropriate team participation
• Participated in outage conference calls as required by management
• Monitored and troubleshoot virtual desktop sessions through Desktop Director
• Monitored Net backup servers through Symantec
• Monitored and log into servers to review event logs in BMC ProactiveNet and BMC Portal
• Created and updated tickets in Remedy as tasks were completed
• Documented and escalated common problems to engineer team

Confidential

Tier II Desktop Support

• Displayed excellent customer service by visiting customers desk to gather detailed information on issues reported in Remedy trouble ticket system
• Troubleshoot various exchange issues in Outlook such emails, calendars, and outlook web apps
• Monitored and troubleshoot user sessions on Virtual Desktop
• Conducted systems analysis and development to keep systems current with technology such as thin clients, virtualization, or convergence
• Executed change requests, trouble tickets and routine operations and maintenance
• Managed the functionality and efficiency of a group of computers running in one or more operating systems.
• Troubleshoot application issues and routine fixes on a Virtual Desktop Interface
• Updated tickets in Remedy ticketing system daily as tickets are resolved and closed
• Map user share drives
• Troubleshoot, re-cabled, replaced and installed hardware such as monitors, CPUs, Cisco VOIP phones, keyboards, and mice
• Unlocked user accounts, added software, and placed users to assigned groups through Active Directory
• Ensured systems, servers, workstations, communications devices, and software are on-line, supported, patched and in compliance with policy.
• Assisted in migrating and deploying of operating systems from Windows XP to Windows 7

Confidential

Data Systems Analyst

• Analyzed hardware and software developments and enhancements
• Analyzed and documenting software design solutions in response to functional requirements for new software and/or modifications or enhancement of existing software.
• Tested and integrated code resulting from software designs.
• Coded updates that alter software design in response to changes in functional requirements for the system to include test and integration of these changes.
• Provided software configuration management and maintenance.
• Converted and/or modify software from one machine or language to another.
• Installed and test software releases.
• Provided informal training on different aspects of software.
• Reset user passwords and accounts through Active Directory in order to login to the various software provided.

Confidential

SIGINT Analyst

• Operated and maintained classified collection system hardware and software.
• Made sure that system hardware, software, operating systems and procedures conform to organization norms, values and standards.
• Created analyst accounts and passwords through Active Directory.
• Set up and operated VTCs for high ranking officials located at military installations and government agencies, both stateside and overseas.
• Helped users understand the way new analysis software works.
• Collected data to monitor system efficiency and accurately
• Troubleshoot problems reported by analysts.
• Oversaw LAN, WAN, INTRANET and Internet connectivity issues to ensure uninterrupted, around the clock Intel analysis