SUMMARY:

• A highly motivated IT Professional with over five years of experience in network and systems administration, while maintaining organizational Service Level Agreement and observing ITIL best practices in business and government environments. I am seeking a position that will allow me to gain the necessary experience and grow as a key player in the development of an organization.
• Customer service oriented, able to manage quality control and provide quality service
• Outstanding communication and interpersonal skills
• Analytical thinker with strong problem solving and conflict resolution skills
• Organizational focus with team player and leadership ability
• Record management and document control

TECHNICAL SKILLS:

Hardware/systems: PC - installation, application, configuration, repair, troubleshooting, and optimization; Windows 7/8, IBM mainframe, Oracle Internet Directory, Window 10, VMware Mirage, Active Directory, GoToMyPC, Norton Ghost, Altiris, ITIL, Cloud Computing, Symantec PCAnywhere, ServiceNow, System Center Configuration Manager, BOMGAR, GEARS, CONNECT, MDEC, RCS, UCS, Secure Case Search, DV Office, E-License, Content Management, Symantec Management Agent, SharePoint, Pulse Secure, Symantec Endpoint Protection, ESET Endpoint Antivirus, RSA Management, Juniper, SSL VPN, Remote Desktop Connection, Jumpbox, UNIX, Cisco NAC/ISE, BMC Remedy, OpSmart, Nimsoft, Microsoft Office Suite, Microsoft Office 365, Slack, Skype for Business, SMARTS Console, Cisco VoIP, Communicator, Microsoft Lync, VoIP, WebEx.

PROFESSIONAL EXPERIENCE:

Lead Desktop Support Technician

Confidential, Maryland

Responsibilities:

• Provided excellent problem solving skills, addressing incidents related to Judiciary proprietary applications. (UCS, RCS, GEARS, DV Office, Secure Case Search, Connect, Office 2013 and MDEC)
• Record, document and resolve incidents using standard policies and procedures.
• Assign, redirect or escalate incidents, as appropriate. Walk users through resetting password via Citrix and Office 365.
• User account management (Active Directory (windows Server 2012), Oracle 11i - Internet Directory (OID), UNIX, AIX, IBM mainframe (RACF))
• Supported incoming inquiries and requests, via ServiceNow work queues for desktop hardware using Windows 7/8, software and connectivity issues.
• Worked specifically with judges at court of appeals and court of special appeals to upgrade/fix PCs (desktops and laptops), printers (HP, Xerox, Confidential ), and software (VDI-Windows 10, Windows Server 2012, In-home web applications, Apache, Solaris, SQL Server, and AIX).
• Perform analysis and identify effective solutions for software and hardware issues judiciary wide.
• Established and maintained effective working relationships among all employees and 7+ departments.
• Create and maintain all software and resources.
• Train judiciary high level executives and staff on new pc systems (hardware and software) to include judges, commissioners, clerks, etc.
• Production software deployment using Zenworks and Mirage. Prevision user’s PCs and get them ready for deployment. Analyze viruses on user’s PCs and perform necessary Malware scan as part of the remediation process then send ticket back to Security Analyst for further investigation.
• Coordinate and manage complex scheduling tasks while maintaining strong time management and meeting deadlines for technology projects.
• Assist in developing new ticketing system’s (Magic) process and procedures for different departments to effectively communicate and resolve issues quickly.

Network Operations Center (NOC) Analyst

Confidential, Vienna, Virginia

Responsibilities:

• Provided day-to-day customer support for all aspects of the xStream cloud-computing platform via telephone, email, and ticketing and monitoring systems (OpSmart and Nimsoft).
• Prioritized and managed service requests, incidents, escalation, and reporting to maintain service level agreements in a global cloud service provider operations center.
• Defined policy and process; developed procedures; generated 24/7 coverage schedules for a team of 8.
• Developed and delivered reports on the key performance metrics of the operations center.
• Assisted in onboarding new analysts by providing and mentoring.
• Write, manage, and govern internal help content to ensure accuracy, consistency, and accessibility for a global team.
• Wrote Incident Reports in conjunction with engineers and created internal and external communication templates and processes.
• Administered Nimsoft Service Desk application and database. Provided general server maintenance and patching; managed user account creation and access control, workflow management, designed auto-routes, troubleshot system issues and documented infrastructure.
• Monitored the status of the xStream cloud-computing platform using operations monitoring tools and procedures.
• Helped to grow and mature the Operations team by daily interaction with both technical and management teams.
• Provided hands on assistance in configuring and troubleshooting data center equipment (VMs) as needed.

Service Desk Analyst

Confidential, Alexandra, Virginia

Responsibilities:

• Utilize remote computer control technologies such as Symantec PCAnywhere and SCCM to effectively troubleshoot and resolve problems.
• Install software and drivers using Altiris Quick Delivery and other remote access tools such as Bomgar, PCAnywhere, SCCM, and Cisco Anyconnect.
• Provided feedback to the Mayor on the performance of Tier 1 analysts
• Keep track of individual ticket (Remedy) assignments and ensure that customer issues have been addressed and resolved to their satisfaction.
• Acquire and maintain a competent level of knowledge on relevant products, current support policies, and methods of support delivery
• Create, troubleshoot, document, and escalate incidents and service requests within the specified timeframes as explained in the workflow
• Advanced ability to troubleshoot and resolve reported technical problems
• Frequent contributor to the knowledge base by creating new articles and maintaining existing articles.

Help Desk Specialist

Confidential, WASHINGTON, DC

Responsibilities:

• Install, modify, and repair computer hardware and software.
• Train computer users.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Walk customer through problem-solving process.
• Gain feedback from customers about computer usage.
• Run diagnostic programs to resolve problems.
• Participate in on-call after hours support activities and assist junior level engineers with after-hours support
• Perform routine maintenance on servers and workstations including installation of service packs, security patches, hot fixes, and third party software updates.
• Ask questions to determine nature of problem.
• Participate in various migrations and upgrade projects.
• Maintain up-to-date documentation of systems.

Support Technician

Confidential

Responsibilities:

• Install and resolve technical issues with user PCs, laptops, printers, scanners, and mobile devices.
• Provide prompt support to users via email, phone, and other electronic means.
• Work collaboratively with peers and management.
• Follow directives when given from peers and management.
• Work with geographically diverse teams and users Own issues through resolution, escalating to appropriate support member/team when necessary.
• Keep leadership apprised of issues, status, and resolution, escalating when necessary.
• On-call rotation of after-hours support.
• Refer major hardware or software problems or defective products to vendors or technicians for service.
• Monitor network devices, table backup and applications.