Candidates About

SUMMARY:

Computer professional with 15+ years’ experience and extensive knowledge of IT principles, practices, procedures, concepts, mission and programs of business organizations. Extensive experience in providing Tier 2/3 support for executives, end users, scientist, contractors, vendors, and other organizational staff.  Experienced in project management and analyzing emerging technologies for enterprise-wide adoption.  I am fully committed to providing the highest possible standards of customer service and support.

 

·         Proven ability to train, supervise and motivate, and evaluate customer service representatives. 

·         People oriented; enjoy working directly with customers and the outside vendors. 

·         Self-starter with proven ability to complete a task under minimal supervision. 

·         Understands and appreciates the importance of a job well done. 

·         Excellent communication skills & attention to detail. 

·         Dedicated team player who accepts challenges with enthusiasm. 

·         Proficient in providing mobile phone support (iPhone, Android, Blackberry)

·         Perform LAN administration and/or management; planning, developing, installing, maintaining, troubleshooting, testing, and documenting network software including network operating systems and applications; integrating, and/or maintaining existing local area network (LANs) consistent with existing or planned network infrastructure.

·         Provide hands on experience monitoring Enterprise servers.

·         Adding disk space to servers as needed and granting permissions to UAT, Production, and Development and QA databases.

·         Solid understanding of network properties/technologies servers, switches, routers and firewalls.

 

   EDUCATION/TRAINING:

 

October 2013 – Skillport Online Training

·         Windows Server 2003/2008 R2 Certificate

·         ITIL v3 Foundations Certificate

July 2011-July 2011 – Insyte/Secure Ninja Technical Training Institute

·         CompTIA Network+ Certification 8/2012

December 2001 – March 2002 - NETSTAR Technical Training Center

·         CompTIA A+ Certified Service Technician 04/02

August 1990 – May 1993 - Prince George’s Community College

·         A.A - Computer Information Systems

August 1989 – May 1990 - Messiah College

·         Computer Science

1988 - Bladensburg High School

·         Diploma

 

 

 

 

 

 

 

 

 

 

 

 

 

 TECHNICAL SKILLS:

 

Software:  Active Directory, Adobe Acrobat Pro, Entrust, Google Chrome, Internet Explorer, Anti-Malware, McAfee Anti-Virus, Microsoft Office Suites 2007/2010/2013/2016/Office365).  Office Communicator, MS Lync, Live Meeting, SharePoint), Norton Symantec Endpoint Protection.  Heat, Footprints, Track IT, Resolve IT, Remedy, Peregrine ticketing systems.  Roxio, Microsoft System Center Configuration Manager 2007/2012 (SCCM), VMware, vSphere Client 5.1/5.5.  Imaging/troubleshooting Windows XP, Vista, Windows 7/8,10 (32 & 64bit), WordPerfect, Lotus Notes 5 & 6.5, 8.5, MS Project 2010/2013, Visio 2010/2013, Microsoft Exchange Management 2010, Scan Asset, Oracle 11g, MS SQL Server Management Studio, KeePass2, VMware Horizon, Wireshark.

 

Hardware:   Acer, Avaya, Blackberry, Canon, CISCO, Compaq, Dell, Gateway, Hewlett-Packard (HP), IBM, Lenovo, Netgear, Sony, Toshiba and Windows Surface Pro 3

 

Printers: Xerox, Oce, Tektronix, Canon, Lexmark, Brother, Dell and HP printer experience

 

Network: Windows Server 2008R2/2012, Active Directory, FTP, TCP/IP, DNS, DHCP, Cisco, Telnet, LAN/WAN.

 

Remote/VPN Support: Bomgar, Cisco VPN, LANDesk, PC Anywhere, Remote Client Network (RCN), Verizon Access Manager, Cisco AnyConnect, Windows Remote Desktop, Team viewer, UltraVNC, Gatekeeper, GoToMyPC, Sonic Wall, Citrix.

 

Mobile Device Support: Carriers/Devices - T-Mobile, Verizon & Sprint, AT&T / Blackberry, iPhone and android phones, GOOD for Enterprise –Mobile Control

 

PROFESSIONAL EXPERIENCE:

  

   Department of Transportation

    VIP Desktop Support Engineer Lead

    November 2016 – Present

·         Provide direct 24/7 IT support to the Secretary (S1), Deputy Secretary (S2) as well as their support staff

·         1^st line support for DOT’s VIP staff

·         Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices (iPhone/iPad), and other computer equipment.

·         Work with Tier III level staff as needed to resolve issues that are more complex.

·         Attend daily meetings where I provide daily status updates to Federal Leadership of any incidents regarding the S1/S2 suite, go over tickets open/closed and gather any important information I need to deliver throughout the team.

·         Train new hire Tier II technicians.

·         When need, assist Tier II Technicians with resolving daily service ticket requests.

·         Led the process of off boarding the IT equipment for President Obama’s appointed staff and onboarding the new Secretary and Deputy Secretary of Department of Transportation as well as the other political Transition Team staff appointed by President Trump.

·         Troubleshoot issues with user’s VPN connection.

·         Install/troubleshoot DOT approved software (MS Office Products, MS Visio, MS Project) for end-users

·         Work with 3^rd party vendors to get parts to fix laptops and desktops

·         Create, modify and/or delete end users account using Active Directory

·         Assist end users with their VDI connections

 

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

 

    Inovalon, Inc.

Systems Administrator

March 2016 – October 2016

·         Manage Active Directory and MS Exchange to create, change, and delete user accounts for network and software systems while observing domain based access rights, security roles, and distribution groups.

·         Ensuring and monitoring network efficiency, resource utilization, and perform direct incident troubleshooting procedures using Solarwinds.

·         Orchestrate formal meetings and customary briefings with high-level personnel addressing complex technical projects, comprehensive system integrity awareness, and cost effective strategies utilizing system assessments dealing with creating Active Directory domain role based resource groups.

·         Provide Tier 3 Service desk support - from escalation to resolution - for all software installations (MS Visio, MS Project and Adobe Pro), hardware, and connectivity related issues for approximately 600 internal office-based staff and 350 field-based employees, via email, telephone, video conferencing, or face-to-face.

·         Analyze business need for Server Administration with creating file folders and granting necessary folder permissions to end-users.

·         Develop and maintain documentation presented to high-ranking and/or executive management, which includes standard operation procedures and proprietary technical manuals.

·         Manage Approval Central ticket queue in Remedy of incoming resource requests to assign to the appropriate resource owner for approvals before granting access.

·         Experienced with engineering SCCM2012 including the ability to design and create deployment packages, task sequences, WMI queries, and driver packages.

·         Adding disk space to servers as needed and granting permissions to UAT, Production, and Development and QA databases

·         Perform daily server checks and a/c units for optimal uptime of daily business production.

·         Monitor network traffic using Wireshark.

·         Grant access to VDI desktops to users using VMware Horizon/VMware vSphere & adding to VDI Desktop group in AD.

·         Maintain mobile equipment, set up accounts, configuring mobile phones (iPhone 5s, 6), (Android Samsung Galaxy 4, 5, 6)

 

Commodity Futures Trading Commission

Senior Desktop Engineer

May 2015 – March 2016

·         Deliver senior proficiency for the IT Field Operations, Office of Chief Information Office.

·         Handling incoming work orders, e-mails, and phone calls for a customer base of over 1500 users.

·         Oversee junior – mid level support staff presenting hands-on troubleshooting techniques, and additional exercises illustrating strategically methods

·         Installing and troubleshooting a variety of software packages via SCCM 2007 in a Windows 7 environment utilizing remote access software and desk-side visits.

·         Setting up and troubleshooting various printers, scanners, and other peripherals.

·         Assisting users with account setup, data backups, and general usage of desktop and laptop PC’s.

·         Computer lifecycle replacements utilizing Norton Ghost.

·         Laptop VPN configuration and support using Cisco AnyConnect products.

·         Deliver written weekly reports to supervisor.

·         Working with Helpdesk Ticketing systems (Footprints), perform triage of call, tracking and documenting of all reports calls, developing proactive solutions before escalating to appropriate team.

·         Installation of new equipment and preparation of old equipment for surplus.

·         Coordinate with the Washington, D.C. Customer Support Center Manager and other OITS support teams to provide improved communication and service to OITS customers.

·         Active Directory/Microsoft Exchange Administration

·         Analyze business need for Server Administration with creating file folders and granting necessary folder permissions to end-users.

·         Maintain IT equipment inventory using ScanAsset database software (desktops, laptop, printers, scanners, mobile phones)

·         Configuring mobile phone software for deployment to end users (iPhone 5s, 6/Samsung Galaxy 5, 6 Edge)

 

 

 

 

 

 

 

 

 

Department of Homeland Security - Immigration and Customs Enforcement (ICE)

Systems Administrator

July 2013 – May 2015

·         Create, modify and disable user accounts with Active Directory

·         Deliver senior proficiency for the IT Field Operations, Office of Chief Information Office.

·         Performed imaging of Dell and HP desktops/laptops with Windows 7/10 operating systems

·         Managed Asset database of all equipment in inventory and deployed equipment

·         Performed quarterly inventory of equipment in all LAN closets, main server room and conference rooms throughout the building

·         Ensuring and monitoring network efficiency, resource utilization, and perform direct incident troubleshooting procedures using Solarwinds

·         Performed LAN port activations on Cisco Catalyst 4507E-R switches and ensure good network connectivity for end users

·         Created, modified, and disabled MS Exchange accounts

·         Created .pst folder as needed and provide mailbox management support for end users

·         Installed various software packages some standard for all users and department specific software (MS Office Suite, MS Project, MS Visio along with other various DHS approved software.

·         Effectively provided quality service to user and train users on new hardware or software as needed

·         Hands on experience with DCHP, DNS and TCP/IP protocols

·         Set up Blackberry accounts via Blackberry Enterprise Server and configured Blackberry and iPhone devices for end users

·         Performed support and training for VTC

·         Monitor network traffic using Wireshark

·         Transfer staff data onsite or across the regions using RoboCopy

·         Provide rotational on-call support

 

 

Simplexity, LLC

Senior Desktop Support Analyst                                                                        

September 2010 – May 2013

·         Created, modified GPO settings and user accounts

·         Performed desktop/laptop imaging using Symantec Ghost tool for Windows 7

·         Created, modified, and disabled MS Exchange accounts

·         Created documentation of installation and troubleshooting procedures

·         Provided support between Largo, MD and Reston, VA

·         Used Microsoft SCCM 2012 for monthly software package deployment, query systems for unauthorized software tracking and removal

·         Configured/deployed Zero Form Factor desktop units. 

·         Created and managed virtual machines.

·         Utilize Remedy ticketing system to address end user’s requests for service.

·         Proficient in providing mobile phone support (iPhone, Android, Blackberry)

·         Assist end users with their VDI connections

·         Provide rotational on-call support

 

Environment Protection Agency

Tier II Help Desk Support Technician

June 2010 – September 2010

·         Provided Tier II level support to EPA’s end users in a Windows XP environment

·         Supported blackberry installations, hardware/software installations and desktop/laptop configuration/deployment 

·         Setup/troubleshoot Lotus Notes 8.5 and configured Lotus Notes on flash drives and provide printer support

·         Connect to users via Bomgar remote application

·         Provided tutorials and training to end users

 

 

 

 

 

 

 

 

 

Pepco Energy Services- Columbia IT Corporation

Desktop Support Consultant

October 2008- June 2010

·         Provided support for hardware and software installations, printer/copier, blackberry installation and support

·         Provided support for Windows XP/Vista, Office 2003/2007, VPN setup and troubleshooting, deploying pc or laptop equipment to users

·         Configured POP3 for email

·         Troubleshoot clients’ VPN issues and installed Sonic Wall VPN for better connection

·         Collaborated with the Network team in the migration project from POP3 mail to Microsoft Outlook Exchange 2003

·         Installed software updates via WSUS during pc/laptop configurations and deployment

 

 

 

Office of Personnel Management

Tier II Technical Support Technician

November 2006 – April 2008

·         Provided Desktop Support services to the Office of Personnel Management (OPM) IT user community

·         Provide continuous status updates to Remedy work logs to be viewed by Service Desk Analysts and by the user community to ensure that accurate and up-to-date information is available

·         Use Symantec Ghost to image desktop and laptop workstations.  Deploy hardware and software to fulfill user requests

·         Escalate tickets to Tier 3 Technicians in the event that an incident or request cannot be resolved at the Tier 2 level

·         Manage ticket queue (LANDesk)

·         Proficient in providing mobile Blackberry phone support)

 

The Washington Post

IT Helpdesk Analyst

May 2006 – November 2006

·         Provided phone and desk side support for desktop/hardware/network issues and performed data backup of workstations via Symantec Ghost 

·         Migrated data to and from desktop workstations and laptops and set up audio/visual equipment for conferences

·         Responsible for providing remote connectivity support through LANDesk as well as run processes for daily system reports, set up VPN accounts and test to ensure connectivity

·         Installed and trouble shot Blackberry devices. 

·         Analyzed and troubleshot issues surrounding Windows 2000 Professional, XP Professional, Microsoft Suites 97, 2000, 2003 and XP 

·         Installed various software applications and troubleshot for issues dealing with HP desktop and network printers

·         Kept track of trouble ticket requests through PCHelps application, and equipment and assisted in hardware/software product recommendations

 

Department of Health and Human Services

Lead Tier II Desktop/Network Support Analyst

December 2003 – May 2006

·         Served as the 2nd level support for desktop/hardware/network-related issues

·         Provided support to Blackberry devices, printers and video conference setups

·         Served as the Senior Technician for the Katrina Relief Operation by setting up emergency workstation, printers and providing support for the staff

·         Used Symantec Ghost to image desktop and laptop workstations 

·         Researched, diagnosed, documented, and resolved technical issues surrounding Windows 2000 Professional, Windows XP Professional, MS Office Suite 2000/2003/XP and other software packages. I kept track of trouble ticket requests through Unisys’ applications

·         Troubleshot for issues dealing with HP desktop and network printers, and kept track of trouble ticket requests through PCHelps application, and equipment

·         Assisted in hardware/software product recommendations

·         Organized projects such as office moves, pc refresh deployments

·         Ensured network connectivity to end-users from desk-side and via Cisco switches