OBJECTIVE
To offer 12 years of experience in the IT industry to a demanding employer that will utilize my server, PC, Mac,network troubleshooting, research ,organizational, communication, and customer service skills to benefit company needs.

TECHNICAL PROFILE

Hardware: Cisco 851, 1700, 2811, 2621XM, 7200 Routers. Cisco 2950-24, 2950T, 2960 Switches.Build, configure, upgrade, and trouble-shoot IBM compatible PCs. Troubleshoot and repair Compaq, Dell, HP, Alienware, Toshiba, Macdesktops/laptops. Blackberry, iPhone, HP Laserjetprinters and Canon copiers.Zebra printers. Software: BMC Remedy, Magic Database, Citrix/Clarify Database, Symitar, Lotus Notes, Office 97/2000/XP/2003/2007/2010, SMS, Active Directory, VMware Workstation 6.5/7.1, Citrix XenApp Cisco VPN, Remote Desktop, Netmeeting, MS Office Communicator, RSA, Pointsec Encryption, PGP Encryption, Mcafee Endpoint Encryption, HP Mobile Information Protection,Microsoft FrontPage, Macromedia Studio MX, Adobe Acrobat Standard/Professional, Adobe Photoshop, Acronis, Norton Ghost, Norton Firewall, Norton Antivirus Corporate/Enterprise, Partition Magic, and various software. Operating Systems: CiscoIOS 12.2 – 12.4, DOS, Windows 9X, Windows NT/2000,  Workstation/AdvancedServer, Server 2003/2008/2008 R2/Small Business Server 2011,Exchange 2010/Hyper-V. Windows XP Home/ Media Center/Professional.Windows Vista, Windows 7, Mac OS 7.5.1 – 10.6, Windows Mobile.
Protocols: TCP/IP, DHCP, POP , SMTP, IMAP, VPN, FTP, RIP, IGRP, EIGRP, OSPF.Certifications:CCNAand Security+ certified.Working towards Citrix Xenapp 6 and Exchange certification.Security Clearance: Public Trust

PROFESSIONAL EXPERIENCE

Confidential Feb 2012 – Present
PC Refresh Deployment Technician

• Transfer data from old desktop to new using internal migration tool ISYS.
• Keep track of hardware inventory.
• If migration tool fails to transfer data, manual recovery of data and software installation is performed.
• Verify users’ data/archived emails are present and is able to send/receive emails.
• Install software RSA token for user and verify user’s able to connect through Juniper Network connect.
• Provide remote technical assistance for migration issues with new system.

Confidential April 2011 - Present
Network Administrator/IT Consultant

• Setup, deployed, and administratenew NVCGEdomain server running Microsoft Small Business Server 2011.
• Maintain and support for 15 workstations running Windows XP and 34 users.
• Work closely with main office's IT group in evaluating and implementing solution to divide resources to Chantilly doctors and Fairfax doctors.
• Administrate and maintain Olympus Endoworks server.
• Responsible for research and application of new patches and updates to avoid system issues due to older software installed on XP workstations.
• Developed reputation as subject matter expert regarding technological needs for office.

Confidential April 2011 – Oct 2011 (Contract Ended)
Senior Information Technology Specialist

• Provide expert technical analysis and support for the United States Department of Agriculture (USDA).
• Administrate Active Directory for account configuration and password resets.
• Configure and troubleshoot Citrix XenApp 5.0 for application virtualization.
• Perform hardware and software installation on government issued laptop and desktop systems.
• Provide high level technical support for printers, fax machines, PCs, and servers.
• Resolve security incident and malicious software related issues.
• Provide remote assistance to international clients in support of the Foreign Agricultural Service (FAS) contract.
• Provide Blackberry and iPhone support to USDA employees.
• Perform user and machine recovery of WDE tokens for client accounts.
• Perform RSA Token recovery for remote users.
• Providesuperior technical support for escalated and VIP trouble tickets.

Confidential Feb 2011 -- April 2011 (Two month contract)
Senior Helpdesk Analyst

• Assisted on imaging, configuring, and deployment of new Dell laptops.
• Resolved both Mac/PC hardware/software related issues.
• Troubleshot PGP encrypted hard drives using PGP admin console.
• Provided phone and deskside support for all users including VIPs.
• Diagnosed and troubleshot Polycom video conferencing units
• Problem-solved network printer issues via remote desktop to print servers and locally.
• Diagnosed and resolved hardware/software connectivity issues.
• Implemented ITIL framework best practices.
• Setup and deleted IP phone profiles using Uni-Max 2nd Nature.
• Troubleshot and resolved VPN connectivity.

Confidential Oct 2009 – Feb 2011
Office of the Comptroller of the Currency
Tier II RTS Agent 

• Implemented ITIL V3foundation practices and SLAs to support customers with great care for an excellent customer service experience.
• Successfully resolved over 90% of issueson the first call to maximize uptime.
• Imaged systems for new employees using Norton Ghost or due to operating system failure.
• Backed up and restored data using Mobile Information Protection software.
• Provided phone and deskside support on hardware/software issues for over 4300 agency end-users until issue was completely resolved.
• Setup, verified functionality and troubleshot Polycom Video teleconference units if issue arose.
• Created new users in Active Directory forest in a timely manner to avoid downtime.
• Ensured all IT infrastructure equipment have appropriate vendor warranty and updated the Technical Operations Manager by way of regular performance.
• Assisted and worked closely with HP in a computer refresh project of 4300 Dell laptops and desktops to HP platform.
• Ensured that all phases of help desk support are properly coordinated, monitored, logged,tracked for future references.
• Supported Blackberry handheld devices for issues connecting to Exchange server, making calls, setting changes and many more.
• Created and administered RSA tokens through RSA Admin control panel.
• Manage and configure users in Active Directory.
• Ensured provision of VIP Help Desk services to members of the OCC.
• Supported Cisco VPN connectivity issues to organization's secure network.

Confidential May 2007 - Sept 2009
Systems Admin/IT Consultant

• Supported Windows/Mac desktops, laptops, and servers.
• Created new users in Mac server and applied necessary group policies.
• Imaged company laptops and desktops using Norton Ghost when operating system was rendered inoperable or for new users.
• Troubleshot and repaired hardware issues on Dell, Alienware, Toshiba, Compaq, HP, and Macintosh laptops and desktops by carefully diagnosing symptoms.
• Troubleshot internal email issues.
• Ensured all aspects of hardware and software are fully operational in a timely manner.
• Troubleshot Cisco VPN connectivity issues to company's secure network.
• Installed and configured Server 2003 for school Remote Desktop system.
• Created internal help pages on company Wiki.
• Assistedend-users on troubleshooting issues with Ruckus’ proprietary audio player on connectivity and functionality issues.
• Create help pages when new glitches or other issues arose in Ruckus Player.
• Assisted in software testing on updated Ruckus Player versions.

Confidential June2002 -Oct2009
Tier II Internet Specialist

• Assisted customers with installing Winpoet/Macpoet on Windows 9X/ME/2000/XP/Vista/Macintosh operating systems.
• Assisted customers on setting up and configuring consumer routers.
• Troubleshot email and connectivity issues on customers'systems running Mac and Windows.
• Troubleshot customers' VPN connectivity to their companies' secure network.
• Provided excellent customer service regarding any concerns or issues customers may have.
• Worked closely with the NetworkOperationCenter until trouble is resolved.
• Resolved online support trouble tickets.
• Trained new employees on technical and customer service techniques.

Confidential March 2001 -Aug 2003
Network Administrator/IT Consultant

• Upgraded Windows NT4.0 server and workstations running on Windows 95/ 98 to Advanced Server 2000 and XP workstations on custom built computers.
• Deployed Active directory, Exchange, and print server.
• Troubleshot any hardware, software, and network connectivity issues.
• Performed periodical maintenance and tape backupof server.

Confidential Sept 2000 -Jan 2002
IS Technician

• Mission critical support on all aspects of hardware/software and LAN/WAN issues on over 100 computers running windows 9X/NT/2000 Workstation/Server.
• Administered Compaq Proliant servers running on NT4.0/2000 server.
• Installed and configured new PC components or peripherals.
• Setup new 9X/NT workstations using Norton Ghost.
• Ran credit union batch jobs such as ACH and daily reports.
• Backed upmainframe, PDC, and BDC using Arcserv on a daily basis.
• In charge of database keeping and supply inventory.

Confidential Dec1999 -Sept 2000
Dial-Up Networking/Cable modem technician

• Responsible for troubleshooting dial-up networking, email, browser issues running on Win 3.11, Win9X, NT, and Macintosh operating systems.
• Promoted to Tier II cable modem support after being in the company for 3 months.
• Daily tasks were to troubleshoot any cable modem issues including problems with Ethernet cards on customers’ computers.
• Chosen to train new employees on all aspects of technical and customer service skills.