Confidential

• Availability to Start: ASAP
• Availability to Interview: Anytime
• Notes:
• I'm a MCP Windows 7 certified Senior Help Desk technician. In addition, I have the following certifications: MDST, MCTIS, MCITP, and CHDP. I have a strong phone support, VPN, Windows Operating Systems, ticketing and Remote Support experience. I also supported 2000 users in a Call Center environment. Lastly, I have strong communication skills and the ability to work in a team environment.

Armstead L. Wilkins

Confidential

TECHNICAL SKILLS:

• Operating System: Workstation NT /Windows/3.1/95/98/2000/Pro/ME/XP/ Vista/7/8 2003 server/3008r2 server, 2012 server, Linux, and Novell.
• Hardware: SCSII Hard Drives, HP desktops, IBM, Compaq, Dell, software upgrades, Laptops, Registry, RAM, Cisco, HP Procurve switches, PowerEdge Servers, Motherboards, Adapter Cards, Floppy drives and Zip Drives, Power Supplies, Sound Cards, CAC card's, Verizon Air Cards, Video Cards, Blackberries, Printer Installations and Repairs Monitors, Modems, Rim, Palm, Satellite Internet Modems, and CD ROMS.
• Software: Microsoft Office suite 2003/2007, Active Directory, LDAP, Group policy Management, MS SCCM, Timbuktu pro, Power Shell v2, Microsoft SQL, UNIX database, kea 420, Internet Explorer, Netscape, Firefox, Norton Antivirus, Norton Ghost imaging, Microsoft MDT Tool kit, EZ armor, Virtual Desktops, Microsoft Direct Access, Vantive, Outlook, Oracle DBM, Adobe Photoshop Editor, Microsoft Lync, PC Anywhere, LogMeIn, WebEx, intuit, sage accounting software, Sage fundraiser, Windows 8, Novell ZENworks, Rackspace servers Microsoft exchange, Visio, people soft, MS, SharePoint, FrontPage, Citrix XenApp, Lotus Notes, Adobe acrobat, McAfee Virus Scanner, VPN, Netware 5.0, Unix, CHCS,CHCS2. Rumba, HP Open View, SMS, LANDesk, Service Center, CA Unicenter,

PROFESSIONAL EXPERIENCE:

IT Support

Confidential

• Produces and delivers the final proposal document hard copy and/or electronic to the customer.
• Performs other duties and projects as assigned.
• Manages the overall production process and development of a proposal document. Maintains responsibility for the proposal document from message of value creation, content delivery, editing/formatting and actual production and delivery of the document.
• Interviews solutions development directors, subject matter experts and other JCI resources to develop and write compelling, cohesive, concise, creative and original responses to RFPs, RFIs and other proposal-related documents.
• Identifies and actively engages all appropriate JCI personnel to develop and review relevant sections of the proposal. Seeks approval from subject matter experts, executives, sales, etc. for key items within the bid response.
• Designs and produces computer-generated graphics, charts, tables, multi-media graphics, and text material for visual presentation or import into proposal document.
• Coordinates a thorough review of the final proposal documents with appropriate parties, including pricing, graphics, content and solution to ensure consistency, accuracy and completeness.
• Assists in the maintenance of an on-line library of proposal-related documents. Recommends updates of content for service offering descriptions, proposal boilerplate, case studies, etc.

IT Support

Confidential

• Maintained Windows and Microsoft environment.
• Supported the following systems: Windows Server, Microsoft Exchange, SharePoint, Lync Server, and Active Directory.
• Supported and set all standards for all their current Antivirus solutions.
• Installed, maintained, and troubleshoot Microsoft operating systems and applications for production, development and test environments.
• Provided common and advanced system administration functions for local and remote systems including user administration, automation, patch management, backup and restore.
• Assisted in the installation of new software releases, system upgrades, evaluation and installation of patches, and the resolution of software related problems on Windows systems
• Developed and maintained documentation of infrastructure deployed to support Microsoft applications.
• Adhere to IT access-management and change control procedures.
• Receive and respond to escalations from Desktop and regional support team. Escalate issues to management, if necessary.
• Collaborate with team members and mentor junior staff to execute the IT strategy in a cost effective and timely manner.
• Stayed abreast of industry best practices in risk management techniques and integrated new methods and tools as appropriated.

Senior IT Support

Confidential

• Served as primary point of contact for storage related items in the data center.
• Served as an alternate point of contact for some applications managed by the data center team
• Performed Windows System Administration tasks and keeping track of all tasks with SharePoint
• Configured and Implemented Direct access with Windows Server 2012
• Resolved incidents and fulfill service requests as assigned within the timelines specified by the customer's Service Level Requirements
• Participated in regular meetings and other dialogs with the customer to provide status updates and to make technical recommendations
• Provisioned Microsoft Active Directory and Microsoft Group Policy LDAP, Directory Replication, group policy, security, schema changes, etc. .
• VCP - ESX server Troubleshooting, Virtual machine creation, cloning and configuration
• Maintained Microsoft Windows Server Update Services WSUS and Systems Center Configuration Manager SCCM
• Managed and created Images using Microsoft MDT Tool kit and Norton Imaging software
• Designed and delivered synchronization between enterprise and application directories.
• Identity and Access Management solutions and integration
• Security management, auditing and user access control on the databases

IT Support

Confidential

• Served as systems engineer for the school's 64-acre campus and off-site location in Virginia, including network management, software, IPAM, and hardware management, network administration, telephone systems, server builds and repairs and administration for Enterprise systems.
• Managed project to migrate campus ERP system from on-site data center to enterprise hosting system using Rackspace, loading and configuring database and authorizing client access to ensure a seamless transition.
• Administered Windows Server 2003 and 2008r2 systems, maintaining system and hardware version control, as well as security management with Watch guard firewall.
• Served as solutions consultant and/or architect for new implementations and provided day to day administration of the Active Directory environments, including user account maintenance, file shares, printing and building Windows servers.
• Maintained and troubleshot Group Policy Preferences/Group Policy Objects, including the design, deployment and managing Group Policy, as well as ongoing server administration.
• Developed procedures and protocols to expedite account administration, network management and campus technical support.
• Produced system documentation, as well as status reports related to project plans.
• Managed telecommunication network infrastructure in accordance with Network Architect specifications as they related to configuration and maintenance.

Information Support Specialist

Confidential

• I repair, troubleshoot desktop and software packages at WSSC. Duties include: interacting with end-users to identify current computing procedures and desktop-based LAN systems software operations and making recommendations for selection accordingly providing technical documentation of product corrections writing installation and operation procedure manuals for end-users documenting and logging all activities maintaining an updated inventory quickly resolve escalated issues and a variety of other tasks to support desktop hardware and software processes and critical business strategies. I was responsible for addresses a broad range of issues from over 560 software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues and in doing so, staying abreast of all changes that may affect the user community. I also was responsible for authoring IT FAQ and other documentation to assist end-users in moving towards customer self-service.
• Provide support to WSSC employees in development, installation, vendor selection, maintenance, and repair of desktop equipment and applications, printers and faxes and other office equipment, according to set Service Level Agreements and IT procedures.
• Ensure that timely, accurate, and complete assistance to WSSC employees in the areas of PC peripherals support, software applications, GIS, reporting, document management, web applications to data and telecom networking and server and database issues, according to set Service Level Agreements and IT procedures.
• Work with the Helpdesk team to handle user requests and trouble tickets received by the Helpdesk Call Center, or respond to requests from other business units.
• Follow-up on support issues with customers to ensure that problems are resolved and customer service is improved.
• Author the IT FAQs, knowledgebase articles, and instructions about how to address commonly experienced technical issues relating to configuration, hardware, networking and applications.
• Develop and execute documented, repeatable processes to troubleshoot desktop services and systems and recommend improvements.

Information Support Specialist

Confidential

• Providing support for over 30,000 users for the United States Military including doctors lawyers JAG , teachers, pharmacist techs, nurses and patients resolving problems using remote access provided by CA software or resolving issues at user's desk.
• We use trouble tickets in a fast pace environment working for the general down to the civilian. With access in some highly security areas maintain back up of all data for users, promoting and demoting users with administrator rights.
• Changed password's, mapped drives, made changes to their security policies, and configured their e-mail on outlook 2000-2003.
• Remove and add workstations in active directory, blackberries, palm pilots, glucometers printers, Xerox document center, CAC card's and any device that was needed to help user complete their job was added to and from the network.
• Created naming convention for user computer to match there department performed test's with the new software's to ensure it's efficiency performed migration to windows XP, ghosting software.
• Installed and configured SQL software database kea 420, CHCS and CHCS2.Install shared Printer and network printers to the network, resolved all hardware problem, network problems and software issues to ensure that there was no problem with the employee's PC upon leaving their Office.
• We worked with several departments in order to get jobs done throughout the day activating ports for users and adding them to Active Directory.
• We installed and maintained Smart terminals for Malone house hotel at Walter Reed for residence.

IT Support

Confidential

• Network monitoring windows 2000 server and XP Pro computers
• Repaired and reinitialized back up systems for back ups using tape aware Yosemite technologies software on dell 3200 series computer.
• Created user profiles and managed user activities in Windows 2000 server
• Created security schemes and disaster plans using ghost-imaging software, CA associates software and virus removal firewall software.

IT Support

Confidential

• Installed IBM smart terminals to Unix server
• Updated all windows XP's computer software
• Updated all computers installed remote access VPN computer to allow owner to view computer from home.

IT Support

Confidential

• Repaired or Rebuild previously owned computers to be functional
• Installed and monitored computers and printers to network using 1 switch and 1 Cisco router configure router.
• Installed managed blackberry server software and updated black berry PDA address books and phone numbers
• Configured Microsoft Outlook for sending and retrieving of e-mails from e-mail server.

IT Support

Confidential

• Replaced old Hewlet Packard windows XP workstations with new windows XP workstations in several Sam's and Wal-Mart stores.
• Performed backup Services Tape Ware so all data could be synchronized. Replaced all training PC's.
• Installed proprietary training software on every machine
• Replaced old Cisco Routers with updated Cisco Routers.

Computer Inventory specialist

Confidential

• Computer Inventory Specialist
• Gathered all PC's, monitors and computers for computer rollout.
• Kept accurate tracking for Each piece of hardware
• New computer's was unpacked recorded and designated to be placed in different offices to be implemented for upgrades.

Systems Operator

Confidential

• Communications Network Manager
• Evaluated communication hardware and software
• Troubleshoot Local Area Network for network related problems
• Performs general Local Area Network administration
• Provided technical leadership in the integration and test of complex large-scale computer integrated networks.
• Assisted conversions, cutovers and removal of data on all hard drives using kill disk. Coordinated with all responsible users and sites

Helpdesk/software analyst

Confidential

• Installed mandatory specialty software on windows 2000 and NT machines
• We used Trouble ticket to support any network issue for 30.000 users for the United States Military General down to the Civilians.
• Accessed highly secured areas and maintained back up of all data for users.
• In the windows 2000 active directory environment performed changes such as: Promoting and demoting users with administrator rights. Changing passwords, mapped drives, changing security policies, and configured e-mail on Outlook and Outlook Express 2000-2002.
• Removed and added workstations to and from the network, changed computer names to match their
• Performed migration to windows 2000 for gateway gp7450's NT machines that were using Norton ghosting software.
• Implemented PC anywhere and Timbuktu pro for technical support to user giving them remote support while on the phone.
• Installed and configured SQL software database and UNIX database kea 420,
• Resolved all hardware problems, Network problems and software issues.
• Worked in a team environment with two teams of six Techs' per team. Averaged 10-15 jobs a day I a day .

IT Technician

Confidential

• Established and documented standards for network architecture and helped coordinate network integration.
• Participated in network readiness evaluation implementation strategies for VPN using Windows 2000 Professional and Server, as well as Windows 98 client NT 4.0 server on the network.
• Evaluated readiness of donated HW mostly Dell, Compaq, HP, IBM PCs for systems requirements.
• Performed necessary upgrades, installations and configuration of HW components, such as, hard drives, RAM, motherboards, floppy drives, sound cards, NIC cards, and ZIP drives.
• Assessed end-user software and application requirements. Installed, configured, and supported Microsoft Office Suite 97/2000, and Microsoft Outlook 98/2000.
• Installation of Cisco routers and hubs of layer one and layer two Installed and configured Verizon DSL for internet connectivity
• Installed Norton Anti-virus for virus protection.
• Facilitate network system interoperability and integration with applications. Trained end-users and provided software and hardware familiarization overview for new systems.
• Coordinated third-party maintenance for network equipment.

Satellite Network Communication Engineer

Confidential

• As Supervisor tier 3 agent of 274 agent's, I was responsible for Quality Control in Support of the needs of Hughes Network Systems, monitoring ICD operations escalations of tickets to various supporting teams taking all I-rate calls.
• Performed daily successful Monitoring/Grading of all Call Center Agent's, insuring that all agent's were giving the correct information to all Hughes customers good call control averaging 15-20min per call all customers
• Excellent organizational skills, ability to take technical direction and ability
• Excellent customer support skills
• Time management, scheduling lunches and breaks for each agent conducting follow-up classes for new troubleshooting information and call control techniques.
• As a tier 3 agent, my duties were the following Troubleshoot and Maintenance of DirecTV and Direcpc satellite hardware and software configurations
• IP Addresses, Wins routing resolutions, TCP/IP suite bindings,
• Username Password Authentication, Dynamic IP Tunneling,
• Windows Os 95-982nd, Network Configurations of Local Area Network
• Installation and implementation of Direcpc Web cast Newscast, DPC LNB Configuration installation, Customer E-mail configurations and subscriptions to news and mail servers, Browser Proxy Configurations for Internet Explorer 4-5 and Netscape Navigator 4.0-7,
• Vantive software to keep track of all trouble tickets, and ISP Scripting.

Computer Technician Intern

Confidential

• Performed PC repair, maintenance, and upgrades on customer's Non-Proprietary,
• Performed upgrades, installations, and break/fix of HW components motherboards, modems, Registry, RAM, Motherboards, Adapter Cards, Floppy drives, Zip Drives, Power Supplies, Sound Cards, Video Cards, CD-ROMS, SCSI cards. Installed and configured Windows 3.1, 95, and 98 operating systems.