WORK SUMMARY

Confidential has 12 years experience in the software industry as a Computer Specialist / Desktop Support Technician. Managing Client Support information systems/technology management tasks and functions for data systems, to include hardware and software maintenance. Performed system hardware and software operations, management, and administration. Experienced in responding to and recovering systems from malfunction due to hardware, software and network communications failures. Experienced knowledge and hands-on experience with Active Directory, Remedy, SMS Remote Assistance, Active Client, PKI / CAC card. Ability to build system, from installing the OS applications, to delivering to the end users. Experienced in Windows 2000/XP and Vista troubleshooting, Office 2000/2003/2007 Outlook/Exchange and familiarity with web browsers. Excellent communication skills and ability to work well in a team environment. Extensive experience in blackberry maintenance and configuration. Expertly adept at working with multi-function teams and possesses keen communication and interpersonal skills. Also, extensive experienced in blackberry programming and maintenance, with numerous models.

PROFESSIONAL EXPERIENCE

Confidential

• Backup and restoring of users local data
• Imaging laptops and desktops with standard image using Norton Ghost
• Troubleshooting hardware or software issues as they arise
• Installing Network and local Printers, scanners and Multifunction machines
• Delivery and setup of Windows XP configured machines
• Delivery and setup of Cisco IP Phone 7965
• Preforming QA on deployed machines
• Follow up with customers regarding the new equipment
• Monitoring the network queue to ensure that tickets interviews are being properly documented and tracked

Confidential

• Tests software and hardware to evaluate ease of use and whether product will aid staff in performing work.
• Trains staff on software and hardware.
• Installs personal computers, software, peripheral equipment and sets up and manages network and email accounts in Active Directory and IP phone system
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

Confidential

• Provide day-to-day technical assistance for the Dept of state and contractor personnel for PC, and associated software packages, network services and Internet applications using Remedy service tracking system.
• Perform workstations and software upgrades as required
• Perform customer service phone support
• Provide Blackberry and remote support
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

Confidential

• Provide day-to-day technical assistance to a major DoD agency and contractor personnel for PC, and associated software packages, network services and Internet applications using Remedy service tracking system.
• Perform workstations and software upgrades as required
• Remedy Action Request System
• Perform customer service phone support
• Provide Blackberry and remote support
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

Confidential

• Will provide courteous customer service to the end-user community all times, either in person or over the phone.
• Using discretion and independent judgment, employee will provide e-mail and network services support, including remote access capability, and perform the following computer systems operations/maintenance support duties in accordance with the requirements of the contract Performance Work Statement/Statement of Work:
• Testing Disaster Recovery Procedures.
• Performing daily backups of all assigned MS Exchange Servers.
• Adding and Removing Users as directed.
• Creating Multiple Distribution Lists.
• Creating Public Folders as needed.
• Setup, configure, test and monitor Outlook Web Access server for use of encrypted e-mail.
• Assisting users in operating and troubleshooting MS Outlook 2000/2003 clients.
• Monitoring and check Event Logs on all assigned MS Exchange Servers.
• Monitor application/system software and hardware operations.
• Perform routine/high priority system problem identification and high priority corrective action.
• Assist with the coordination of system resource availability with database analysts, system and applications programmers, and other users.
• Assist with the performance/overseeing of system administration and network management/administration responsibilities.
• Ensure compliance with electronic and physical security procedures and standards.
• Assist with directing and training users.
• Provide continuous liaison with users to identify unique and/or common difficulties and prepare plans for their resolution.
• Installs, configures, maintains, upgrade, and troubleshoots Microsoft MS Windows NT Server and Workstation MS Windows 2000/2003 Network Infrastructure Administration MS Windows 2000/2003 Server and Professional MS Windows 2000/2003 Directory Services Administration and MS Exchange.
• Will install, configure, maintain, upgrade, and troubleshoot Microsoft Office 2000/2003/XP/97 Professional Standard .
• Stay abreast of the latest developments in MIS technology and remain technically proficient at all levels of data processing while striving for enhanced user productivity through implementation of new software technology where applicable, and the implementation of policies that more effectively utilize MIS resources.
• Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions, in accordance with customer recommendations or specifications.
• Establish and maintain effective professional working relationships with co-workers, contractor personnel and customers.
• Read, understand and comply with the most recent Contract/Task Order Statement of Work and Contract Deliverables.
• Submit Contract Deliverables CDRL reports to the PM within specified contract guidelines.
• Follow policies and procedures as described in corporate manuals and directives.
• Attend work each day during scheduled work hours unless on approved time off.
• Perform occasional travel to contractor and customer sites, as required see WORKING CONDITIONS below .
• Work flexible hours, including occasional overtime.
• Carry out other duties as may be assigned or requested.