PROFESSIONAL EXPERIENCE

Confidential

Desktop Support Engineer

Responsibilities:

• Build, maintain, and support a base image for workstations including Windows and MAC OS, drivers and software packages.
• Respond to managed workstation issues and/or end user tickets.
• Monitor and utilize the ServiceNow ticketing system to resolve client issues in a timely manner.
• Create and maintain processes and documents pertaining to the managed workstation environment.
• Install necessary patches and updates on the laptops and desktops for the Windows 7 operating system.
• Deploy new user setups (monitor, keyboard, mouse, etc.) for on boarding personnel.
• Complete office move request per ServiceNow Ticket system.
• Assist Managed Workstation Engineers as time allows for improvements to the workstation base image.
• Serves as liaison with clients, participating in meetings to ensure client needs are met.
• Install software using SCCM.
• Install/Update McAfee with Solidcore through ePolicy Orchestrator (v5.3.2) for laptops and desktops.
• Responsible for timely resolution of assigned incident and change tickets within established Service Level Agreements (SLA).
• Document all Incident/Problem/Change records in ServiceNow.

Confidential

Windows/MAC Desktop Engineer

Responsibilities:

• Provide Tier 2 support for Windows and MAC hardware, OS and network problems.
• Managing, updating, and resolving tickets in BMC Remedy Action Request System.
• Unlocking accounts, resetting passwords, and adding machines to domain and domain groups in Active Directory.
• Data retrieval from encrypted hard drives, computer reimaging, McAfee Endpoint encryption, and software installation. Laptop hardware repairs, motherboards, displays.
• Activating network drops in network closets.
• Upgraded Caper version to JAMF - PRO. Ensure all computers were properly enrolled and were getting software updates.
• Face to face VIP end user technical support for desktop/laptop computers and mobile devices.

Confidential

Junior Desktop Engineer

Responsibilities:

• Provides Tier 1, 2, and 3 help desk support, including coordination, ticket analysis and assignment, answering help desk calls, interfacing with users for initial assessment and follow up, updating tickets, opening and closing tickets, and producing status reports.
• Maintains IT equipment and IT services, including troubleshooting and resolving desktop issues related to MS Windows 7, 8, and 10, in addition to 14 years of experience supporting MS enterprise environment SW including Active Directory, DHCP, DNS, and file and print servers.
• Performs certificate, wireless devices, network monitoring, asset and server management, including email, Lync, domain controllers, and MS servers.
• Validates each S&T request with a call or email, monitors System Center Service.
• Manager (SCSM) queues for open/pending tickets, and opens and closes S&T IT trouble tickets.
• Provide Apple MAC support for MacBook’s and iPhone devices. Manage and deploy software to users using Casper (JSS).
• Provide Mac OS X updates and technical support.
• Perform hardware and software installations and reinstallation of OS’s.
• Provides Macintosh/Apple imaging and solutions
• Provides enhanced customer service and response times, including priority service to key personnel.
• Processes and sets up/deactivates user accounts, maintains account database/files in a timely manner, and creates Exchange and BlackBerry Enterprise Server (BES) user accounts.
• Deploys applications and workstation images through System Center Configuration Manager (SCCM) 2012.
• Creates and installs certifications such as a DHS Public Key Infrastructure (PKI) Local Registration Authority; creates and manages privileged user accounts for SciTech and Labnet through the Privileged Password Management system.
• Troubleshoots and fixes IT HW and SW issues (workstations and peripheral equipment). Attends IT pre-fielding events as required.
• Interacts with customers to build relationships. Provides escorts for S&T vendor support, Tier 2 and 3 support, and rotational on-call support.

Confidential

Desktop Support/ LAN Engineer

Responsibilities:

• McAfee Endpoint Encryption specialist - Encryption, recovery, deployment, monitoring by user ID and Machine ID
• RSA Key Fob Manager for 300 plus users - symmetrical Windows AD caching with RSA tokens for local and remote access to secured networks
• Checkpoint Endpoint security configurations VPN and monitored switches
• Successfully maintained current Standard Operating Procedure documents for troubleshooting, upgrades, Microsoft User creations, Microsoft Exchange email accounts, script execution
• Deploying Laptops and desk tops imaged using PXE Boot, Hard disk cloning machine - manual and GP Policy to update and secure system BIOS settings. O/S Windows all versions
• Blackberry and IPhone configuration and deployments- working with Server application device manager and data and phone provider
• VNC Remote desktop support access for 500 plus local and nationwide field offices for MS Office 2003, 2010Pro, Adobe Suites Pro. Citrix Application support - desktop printing support -
• Well versed in Service ticketing systems Absolute Systems- Magic - Connect Now and reporting for tam to management. Well versed in appropriation and escalation methods for ticketing incidents and issues.
• Analytical and understand protocols including TCP IP V4, V6, subnets, IPX/SPX NetBEUI, DNSResolve technical support to customers with hardware and software issues via direct contact or through remote support.
• Assist in the account creation and maintenance in Active Directory.

Confidential

Systems Engineer

Responsibilities:

• Daily management of the SMSe Network Operations Center - take action for any technical faults or issues, maintain organization (documentation), operation and monitor the SMSe logbook.
• Administer daily updates to the database tracking tool.
• Compile database metrics weekly.
• Check SolarWinds concerning network and systems status on recurring basis and take action to address problems or issues.
• Perform first level troubleshooting including server resets (Citrix), big brother admin, SNMPc, pinging servers, user accounts, OSS reports, etc.
• Maintain a log and track metrics on SMSe network outages.
• Cisco and Nortel configuration, initialization and preparation of these devices for shipment to post.
• Image and configure SMSe workstations.
• SMSe post database updates.
• Ensure all SMSe tickets are acted on promptly, effectively and closed out at the appointed time

Confidential, Washington, DC

Systems Analyst/System Administrator

Responsibilities:

• Windows 2003 Active Directory environment for administration of user accounts, roaming profiles, management of objects within forest.
• Supported our classified Citrix MetaFrame environment through Access Management Console to include Reset, Log off, Disconnect, and Shadow users' sessions ensuring environment is optimized for a better management of system resources.
• Supported with the recovery of lost files and folders using an incorporated Previous Version backup utility implemented in the File Server system.
• Used DHCP server to manage IP address allocation to our dedicated videoconference workstations. Keep track of manual IPs designated as to avoid conflict of other enterprise objects.
• Replaced faulty ThinClient machines with WYSE or HP client terminals and updated using an imaging server, ensuring that the latest approved system environment is applied.
• Cataloged mailboxes using MS Exchange 2010 System Manager such as mailbox last logged and mailbox size to provide proactive maintenance on users' mailboxes for the OpenNet and ClassNet Exchange sites.
• Remote administration of machines to troubleshoot users' issues through Remote Desktop tool and SMS which includes editing computer registry, archive event logs, configuration of applications.
• Investigated Symantec Security open incidents on assigned workstations that had been marked with CIRT(s), creates reports to include results of search of offending files, review of event logs, and outcome of antivirus full scans.
• Reviewed iPost/SMS Compliance reports and acted on those reports by ensuring Workstations are in line with latest security patches, hotfixes and approved updates thus ensuring the Enterprise network remains secure.
• Ghosted computers to latest Windows 7 image using our Omniclone HDD Duplicator.
• Assisted in the pilot phase of Windows 7 deployment upgrade. Ensuring any errors users encountered are logged in our web-based database to keep track of cause and solutions thus eliminating any known issues for next phase, as well as troubleshooting.

Confidential

Senior Systems Analyst

Responsibilities:

• Document and train staff on mobile device support which includes Treo’s running Exchange Active Sync and Goodlink, along with Blackberry’s and utilizing the Blackberry Enterprise Server (BES) to add and remove accounts.
• Assist 1st and 2nd level analysts on all technical support issues; work with software architects to finalize all machine models for both DELL and McIntosh hardware.
• Assist server team with RIS images; utilize SCCM & Casper to manage multiple PC and Mac deployment projects.
• Diagnose and resolve computer issues, both hardware and software related, for over 2,500 employees
• Create, manage, and administer USA Today Active Directory user accounts, Exchange email accounts, security groups, and distribution lists.
• Assist 1st and 2nd level analysts on technical support issues.
• Escalated incidents to other groups to ensure prompt response and resolution.
• Collaborate with software architects to finalize all machine models for IBM/Lenovo, Dell, and Macintosh hardware.
• Participate in batch install application team to maintain XML files.

Confidential

Analyst/Systems Analyst

Responsibilities:

• Level 1 phone analyst on USA Today’s helpdesk diagnosing, troubleshooting, and resolving, computer issues.
• Escalating caller incidents to other technology support groups.
• Ghosting images on new PC deployments.
• Maintained support for printers, connectivity and system performance.