IT Clerk

Skills

• Experience deploying Desktop workstation environments
• Experience with Desktop and production printer support
• Desktop software support e.g. MS Office, Adobe Pro, Internet Explorer
• Experience assisting in maintaining network and telephone system cabling
• Experience assisting in ordering technology supplies
• Experience assisting IT staff with help desk support
• Experience assisting IT staff with orienting staff on use of hardware and software
• Bachelor's degree

Confidential

IT Specialist

• Deployed Desktop about 900 new laptops/workstations in a Microsoft Active Directory/Exchange Server Environment and printer support, MS office, Adobe and Internet Explorer.
• Configured user accounts and Microsoft Outlook 2007.
• Worked as a member team for Ghosting new laptops with the new image and installation of none standard applications for end users.
• Supported telephone systems and cabling and did helpdesk support
• Performed Full Disk Encryption on Laptops after migration/deployment
• Configure end users to enable them establish connections remotely via Citrix or VPN. Troubleshooting and resolving all Desktop issues and tracking incident reports using Remedy Web client.
• Configure all Network software/hardware on user desktop at the end of each deployment.

Confidential

Technical Support Team Lead

• Served as the Lead IT Specialist in the IT Resource Center in providing Tier I, II, and Tier III technical support for 2500 end users throughout the agency
• Served as the administrator and custodian of several non-standard Statistical Applications for Research and Analysis and other Specialty Software. Oversaw the administration, maintenance and installations and upgrades of these specialty software that includes SAS which includes all the modules and the Enterprise Guide , DBMSCopy, STATXact, STATA and LaborForce 2000. Serve as the Point Of Contact for some legal applications like CaseSoft Suites, HotDocs and Westlaw.
• Assisted in data collection and performing thorough analysis before making recommendations to client for new system acquisition for upgrades.
• Deployed Desktop about in a Microsoft Active Directory/Exchange Server Environment and printer support, MS office, Adobe and Internet Explorer.
• Supported telephone systems and cabling and did helpdesk support
• Ensured the successful connectivity of individual workstations to the appropriate network server and also ensured the successful installation of all network and local resources such as printers and non- standard applications. Restored all disabled workstations back to the Network trained the IT contact person on basic IT tools for problem solving and troubleshooting.
• Participated in the system clean up exercise after completion of the deployment exercise.
• Managed local and Network User Profiles for proper optimization of available resources on the Network.
• Utilized Novell Console One to manage user network account utilized Safend Console to manage Data Encryption and Data recovery process and also utilized Nuance PaperPort for configuring Xerox to Desktop Scanning.
• Trained several newly hired IT Specialists on/off site on technical support techniques trained end users on the use of teleworking VPN and Remote Desktop Support.

Provided Hardware Support which includes:

• Assemble, install and configure different Printers, Copiers, Scanners, Faxes and all Multi-Function Devices MFDs for both local and Network usage for end users.
• Configure end users to Scan to Email, Scan to Desktop or Scan to Network using appropriate protocol and software.
• Setup Audio/Video equipments in the Conference rooms for Video Conferencing, Meetings and setting up Projectors for Presentation and providing technical support during such meetings.
• Provided leadership and work guidance to less experienced personnel.

SAS 9.2 and SAS 9.3 Software Management and Upgrades in a Windows platform:

• As point of contact for SAS in the Agency, performed SAS installation for all SAS users. Performed SAS administration, Installing, Configuring and Troubleshooting all SAS Modules including Enterprise Guide for SAS end users. Creating the SAS Software Depot on the server to enable SAS faster deployment to various end users. Work with Network administrators to ensure best system optimization for smooth network operation. Perform extensive troubleshooting to resolve any SAS issues as they occur. Work closely with SAS Support staff to resolve more complex issues involving SAS. Helping SAS end users to back up SAS data sets to avoid loss of data sets. Make recommendations to Management on the appropriate SAS upgrades and also make recommendations on system requirements during hardware upgrades to accommodate smooth performance of SAS software as well as smooth running of the entire network without interruption.
• Performed SAS installation and configurations remotely on off-site desktops across the agency network using remote desktop utility.

Confidential

Lead Support/Desktop Support Engineer

• Served as a member of the team that migrated Hardware and Windows XP SP2 Upgrades for EEOC and also upgraded all EEOC Headquarters and District Office Laptops with the latest Operating System, Windows XP SP2 .
• Supported telephone systems and cabling and did helpdesk support
• Worked very closely with the Directors and staff to ensure stable and satisfactory provision and management of IT resources for all staff and Directors.
• Deployed Desktop about in a Microsoft Active Directory/Exchange Server Environment and printer support, MS office, Adobe and Internet Explorer.
• Participated in migrating EEOC Headquarters' Network from its' previous location to the current location. Provided adequate Technical Support for the remaining headquarters staff at the old location until migration activities were completed. Disconnected all the computer equipments in the old location and successfully reconnected all workstations to Network Servers at the new location within a specified timeframe.
• Installed and configured users' workstations to connect to the Federal Payroll System FPPS .
• Served as the point of Contact for all the Statistical applications which includes SAS 8.2 used for research in the Office of Research Information and Planning
• Performed SAS installation, configuration, upgrades and troubleshooting for end users. Ensure smooth performance of the SAS system and recommend proper system requirements for users and also assist in making decision about acquiring new release to enhance better performance.

Confidential

Desktop Support Engineer

• Member of the migration team from Windows 98 to Windows XP. Served as the Team Lead and point of contact for the TEST-BED for the XP migration project.
• Served as Team-Lead and point of Contact for the largest office/department in the agency of about 130 users and completed their XP Upgrades in a timely order.
• Supported telephone systems and cabling and did helpdesk support
• Deployed Desktop about in a Microsoft Active Directory/Exchange Server Environment and printer support, MS office, Adobe and Internet Explorer.
• Oversaw the testing all special applications to determine their compatibility with Windows XP.
• Example is SAS 8.2 software which requires huge storage space on the system for huge data set storage. This entailed working closely with all the application point of contacts from each office and after satisfactory testing. Developed instruction notes for each tested application for use by installers built CDs for different software and designed the CD label Templates for printing.
• Create Snapshots of applications for Zenworks deployment.
• Worked with the office focal point of contact to configure the migration tools needed to for office upgrades. Worked tirelessly with team members to determine the best approach to migrate all special applications used by the Attorneys in this office and to automate the configurations in order to make it easier on the installers.
• Held briefings every morning during which the installers were updated on any changes and prepared a daily deployment report to the manager at the end of each day.
• Performed the clean up process by which all initial problems encountered during the upgrades were resolved.
• Assisted with the reasonable accommodation pc upgrades installing, researching and troubleshooting the Nextalk upgrade.
• Performed hardware and software upgrades
• Provided technical support to the District Offices on the new XP systems.
• Developed instruction notes for the installation of various applications.
• Developed full documentation of all hardware component of Dell Inspiron 7000 Laptop for the Configuration Management Team for publication the intranet website.
• Preparation of installation procedure for various non-standard software applications.
• Performed SAS 8.2 installation, configuration, troubleshooting and maintenance for the agency. Working very closely with end users to determine their SAS needs.

Confidential

LAN/WAN Administrator

• Worked as a member team that performed migration of Novell NetWare 3.12 to NetWare 4.11.
• Participated during the e-mail upgrade from WordPerfect Office 4.0 to GroupWise 5.2. Installed and configured the software for users and also trained users on how to use the new E-mail system.
• Worked as a member of the Client/Server team that ensured successful transition of all the Mainframe applications to a Client/Server environment Responsible for the installation and configuration of all the Client/Server applications such as Informix and Delphi4 and Run-Time. Configured users' desktops for connectivity using SETNET32 and BDE Administrator.
• Successfully performed troubleshooting and resolution of various kinds of Lotus Notes problems, especially TCP/IP configuration and connectivity issues.
• Created different system images using the GHOST software for use by Network Services staff and for all the District Offices.
• Installed and configured TCP/IP addresses on users' desktop.
• Provided various kinds of second/third level support for all 10 Remote sites and On-site for about one thousand users on Novell, GroupWise, Network/Local printing, mainframe and Network connectivity issues via the phone system.
• Performed proper documentation of all problems, troubleshooting and resolution using the incident tracking system HEAT SYTEM for every call that came in.
• Provided Mainframe support for both on-site and remote users. Purged mainframe user id, redirected mainframe print jobs to appropriate printers and purged the print queues. Monitored the Mainframe operating System using NETVIEW utility and Gateway utility and also monitored the High Speed Remote Printers using TSO utility.
• Provided training to users on Printing, Ghosting, Lotus Notes, GroupWise and all other Microsoft applications.
• Worked as a member of Y2K Team that upgraded all the equipment and Software to be Y2K compliant. Also, worked as member of the team that was on-site to monitor the entire Network on-site during the transition from December 31st,, 1999 to January 1st of year 2000.
• Worked as a member of the Disaster Recovery team that monitored the mainframe operation during the Test for Y2K.