Experience

Confidential Reston, VA Help Desk Support Specialist July 2011 to Present

Laptop/ Computer support for user and consultants

• Image laptops for employee only
• Troubleshoot PC issue such malware, virus, adware etc.
• Technical assistance with configuration, installations, upgrades, and
• Troubleshoot of desktop hardware, peripherals, laptops, mobile phones.

Hardware inventory

• Printer maintenance and support
• Inventory
• Printer repair /cleaning

Active Directory user Computer support

• Manage User Properties by completing
• User general information
• User address
• User login account
• User profile
• User organization
• User exchange features
• User email address
• User sessions
• User remote control access
• User terminal service profile
• User member of
• User Dial-in right
• User security

Active Directory groups management

• Group name
• Group members
• Group member of
• Group or user name
• Group permission for account operators

Active Directory Domain management

• Domain name
• Domain managed by
• Domain group policy

Software support

• Microsoft office 2007 suite
• Blackberry software
• Check Point client software
• Cisco VPN client software
• Crystal report client software
• Iron Mountain client software for data back
• VMWARE Installation Configuration
• Work share Pro or Professional

Software Hyperion client site

• Oracle Hyperion capital Asset Planning
• Oracle Hyperion Financial Management
• Oracle Hyperion Financial Data quality management
• Oracle Financial Service Balance Close Management
• Oracle ADI application Installation and Configuration

Other Application

• Coupa PO module
• FAS Accounting/FAS CIP
• Integrity Treasury application
• Bravo Solution treasury application

WebEx Server Administrator Management

• Blackberry
• Avaya phone administration
• ACD
• PBX
• VoIP

Mobile Device Support

• Troubleshoot and Configurations

Configuration Wi-Fi for user / consultants / visitor

• User account support
• Unlock accounts
• Password resets
• New Account creation
• Disabling Accounts

Conference Room Support

• Daily testing of Audio Video Systems in 17 conference rooms
• Assist users with projection display
• Assist with Admin schedule support
• Configure video teleconferencing with markets

  Confidential Falls Church VAManager Sep 2009 to July 2011

  • Dispatch service calls to onsite technician to solve application issue to client site.
  • Provide support to end-user via phone, remote access or in person to solve Technical issues
  • Provide Active Directory enterprise support for all user accounts by groups rights and access.
  • Edit and monitor AD accounts
  • Help change procedures and improve record in helpdesk support department.
  • Maintain high availability and support in accordance with service level agreement for desktops support
  • Install, configure and manage networking issues to our client office locations
  • Responsible create master image to all user laptop and desktop computers.
  • Monitor and maintained existing server and network infrastructure.
  • Manage company data recovery procedures
  • Train users new application
  • Manage system backup three times a week
  • Install non standard software application to user computers
  • Service and Troubleshoot printers (laser, inkjet, dot matrix and fax machine)
  • Purchase Hardware and Software from different vendors
  • Support and setup and
  • Total service calls unsuccessfully closed each month configure MS office 2007 enterprise to all company users.
  • Responsible to maintain good customers service support to all our clients

  Responsible to run monthly operation report from Remedy entree and review the following issues:

  • Total numbers work orders closed monthly
  • Total of the type of service provide to our customers
  • Total service calls successfully closed each month
  • Total hardware and software applied to resolve the calls

  Run monthly matrix chart to assess company operation.

  • Responsible to hire Field Technician for vacant position base on
  • their technical skills and knowledge
  • Responsible to record technician performance and time
  • employed to close the service call
  • In change of meeting clients quarterly to discuss ways to improve service

  ConfidentialWashington DC Technical Support SpecialistJuly 2007 to Sep 2009

  Administering Network Printer and print services

  • Installing Printers
  • Configure printer properties
  • Configure Printer Server properties
  • Manage printer jobs and local and remote printers

    Centre-ware network printers Server software

    • Mange Xerox, HP, Lexmark and other devices in one common network infrastructure using web inter phase server.
    • Launch Microsoft Add Printer Wizard to install printer
    • Management Consult running you can monitor list printer activities and other devices in to the network
    • Able to diagnose and troubleshoot software via centre-ware web inter phase.

    Mega-Track system can report the user name of print jobs in various environments

    • When used Module MPS/MPC
    • PDL is PCL3 GUI, PCL5, PLC6, or PS we can parse additional information forms the data stream.
    • SNMP (Simple Network Management Protocol) notifications to the Mega-Track server, known as SNMP traps

    Help desk Support for 3000 IMF staff for:

    • Windows XP PRO
    • Office 2007 suite
    • Epicor financial suite
    • Oracle Hyperion Financial Management
    • Oracle Hyperion Financial Data quality management

    Maintain remedy ticket system by entering service call from Email, Phone, and walking customer.

    • Multi-site Support
    • Send and receive SMS
    • Create ticket from incoming email
    • Classify message with routing capabilities
    • Classify incident with severities along with request
    • Run report from remedy data
    • Manage, edit, assign and close ticket as group
    • Create Work orders and assign the ticket to tech

    Run monthly report by extracting data from remedy:

    • Track calls that has issues
    • Track technician resolution from each call
    • Track SLA of each call
    • Run monthly report from remedy system
    • Analyzing Incident, Change Problem tickets and providing status on daily and weekly status call

    Active Directory user Computer support to Manage User Properties by creating

    • User general information
    • User address
    • User login account
    • User profile
    • User organization
    • User exchange features
    • User email address
    • User sessions
    • User remote control access
    • User terminal service profile
    • User member
    • User Dial-in right
    • User security

    Group name Policy

    • Group members
    • Group member of
    • Group or user name
    • Group permission for account operators

    ConfidentialWashington DC User Support SpecialistJune 2006 to Feb 2007

    Software application support

    • Install configure and troubleshoot the following application:
    • Lotus Notes
    • i-manage 6.6
    • Interwoven Desk-site 8.2
    • Concordance software
    • Delta-view application
    • e-copy software
    • Full Authorities application
    • i-connect application
    • Integrity application
    • i-pass application
    • lexus-nexus application
    • Life-note application
    • Quick view plus software

    Lotus Notes support specialist

    • Lotus notes email client installation
    • Lotus notes email client configuration
    • Lotus notes address books configuration
    • Lotus notes address book sharing configuration
    • Lotus notes exchange connection setup

    Maintain Heat ticket system

    • Enter service call to heat ticketing system
    • Assign technician service calls
    • Monitor information entered to the ticketing system
    • Monitor SAL for each ticket closed
    • Run monthly data report from ticket system

    Active Directory user Computer support

    • Manage User Properties by completing
    • User general information
    • User address
    • User login account
    • User profile
    • User organization
    • User exchange features
    • User email address
    • User sessions
    • User remote control access
    • User terminal service profile
    • User member of
    • User Dial-in right
    • User security

    Active Directory groups management

    • Group name
    • Group members
    • Group member of
    • Group or user name
    • Group permission for account operators

    Remote Support Tools

    • Remote access using SMS
    • Push application by using SMS
    • Configure client SMS to user computer
    • Remote support by using Altiris application
    • Install Altiris application user computer
    • Push update to user computer using Altiris
    • Remote access user computer with Altiris application

    ConfidentialWashington DC Residential Corporate IT SupportMarch 2006 to - May 2006 Support specialist Citrix client site

    • Troubleshoot ICA client to user computer
    • Configure ICA client software to client computer
    • Monitor user log from Citrix server site
    • Add and remove user right to access user profile folder
    • Push Citrix image to client computers
    • Support multiple site user support
    • Create shadow profile for each user file
    • Troubleshoot and support hardware / Citrix software client application

    Laptop/ Computer support for user and consultants

    • Image laptops for employee only
    • Troubleshoot PC issue such malware, virus, adware etc.
    • Technical assistance with configuration, installations, upgrades, and
    • Troubleshoot of desktop hardware, peripherals, laptops, mobile phones.

    Hardware inventory

    • Printer maintenance and support
    • Inventory
    • Printer repair /cleaning

    Active Directory user Computer support

    • Manage User Properties by completing
    • User general information
    • User address
    • User login account
    • User profile
    • User organization
    • User exchange features
    • User email address
    • User sessions
    • User remote control access
    • User terminal service profile
    • User member of
    • User Dial-in right
    • User security

    Active Directory groups management

    • Group name
    • Group members
    • Group member of
    • Group or user name
    • Group permission for account operators

    Active Directory Domain management

    • Domain name
    • Domain managed by
    • Domain group policy

    Server Management

    • Blackberry
    • Avaya phone administration
    • VoIP

    Blackberry Device Support

    • Troubleshoot and Configurations

      Configuration Wi-Fi for user / consultants / visitor

      • User account support
      • Unlock accounts
      • Password resets
      • New Account creation
      • Disabling Accounts

      Conference Room Support

      • Daily testing of Audio Video Systems
      • Assist users with projection display
      • Assist users to support video connection
      • Assist with Admin schedule support
      • Configure video teleconferencing with markets

      Rout install: Cisco 2800/3640/3845 routers, Switching: Cisco 2900, 2950, 2960, 3500, 3550, 3560, 3560, 4507, 4948, 6507 series switches, Gigabit Ethernet, 802.1q,ISL, Ether Channel LAN/WAN: IP Routing, TCP/IP, RIP, EIGRP, OSPF, BGP, MPLS, CDP, IEEE 802.IQ, VTP, STP, RSTP, HSRP,VRRP, VLAN, Frame Relay, PPP, HDLC, Multi Layer Switching, ACLs, NAT,

      Operating Systems: Windows 3.x NT 4.0, Microsoft XP, Vista, Windows 2003 Windows 2000, Windows 7

      Applications: MS Office 2007, MS Exchange 2003/5.5, Blackberry Enterprise Server, Norton Antivirus, Microsoft Visio 2003, Altiris client Agent

      Server Hardware: Server 2000, Server 2003, Client Hardware: All Brand Desktops, laptops and Peripherals

      Education Business Administration International Management Master of Science in Information Systems

      References Available upon request