OBJECTIVE

A challenging System Administrator/technical support position where I can utilize my substantial experience, training, and skills in information technology, customer service/support, business management, and self-motivation to achieve the highest company and personal goals.

RELEVANT TRAINING

• VMWare
• SharePoint
• Citrix
• DOD Common Access Card (CAC)
• Adobe Professional
• DOD Public Key Infrastructure (PKI)
• TCP/IP; IPX/SPX; SMTP; POP3; FTP; Telnet; Netbeui; PPP; VPN; RSA
• Security+ (CompTIA) - Oct 2010
• A+ (CompTIA) - November 2009
• MS Win 7/Vista / XP / 2000
• MS Office 2010/2007/2003
• MS Exchange 2008/2003
• Active Directory
• BlackBerry Enterprise Srv Ver. 5.0.1.
• BMC Remedy
• TrackIt & FootPrints Ticketing System
• Experience using network management tools
• Worked in an industry taking care of 24 X 7 operations NOC
• Performs routine tasks in the Network Operations Center (NOC)
• ITIL Awareness training and knowledgeable on ITIL based service delivery
• Experience working at government sites and understanding protocol
• Participate in tracking and prioritization of ticket-handling, including inter-shift turnover
• Experience with SYSLOGS

TECHNICAL SUMMARY

Systems:

Microsoft Windows 2003 / XP / Vista / 7

Hardware:

Hubs, Switches, Routers, Firewalls, Patch Panels, Cabling Media: Coaxial, Twisted Pair Cat5/5e/6, Straight Through, Crossover, Fiber Optic, Network UPS, Mother Boards, NICs, DSL & Cable Modems, Servers, Desktops, Laptops, Monitors, Printers, Scanners, Fax, Wireless Keyboards and Mice, CAC Readers, BlackBerry

Software:

Microsoft Active Directory, Windows Server 2003, Exchange 2003, Outlook 2010 & 2007, SharePoint 2007, Office Suite 2003/2007/2010, Internet Explorer 7, 8 & 9, Netscape Navigator, Mozilla Firefox, Adobe, Symantec Ghost, Citrix, ArcServe 2000 Backup Manager, Equinox Equiview, SATS Inventory System, HEAT, JIRA, Remedy, Track-It!, Footprints, Cisco AnyConnect VPN, DameWare, ActivClient, SecureDoc, WhatsUp Gold

Protocols, Services, Topologies:

TCP/IP, DHCP, DNS, HTTP, HTTPS, FTP, IPv4, IEEE 802.3 Ethernet, IEEE 802.11 a/b/g/h/n, ISDN, VPN, LAN, VLAN, WAN, Star, Mesh, Client-Server

Task Performed

Cisco VPN client

• Installed and configured tool according to required connections
• Assisted users with connection from multiple locations using RSA Tokens

RSA console and server Manager

• Configured RSA Token and assigned to user;
• Applied polices and security for logon authentication;
• Trouble shot and solved all issues with use of RSAServer.

Exchange

• Built, Installed and configured Exchange server
• Added user account mailboxes with or without limitations and or permissions.
• Added public folders and public shares
• Preformed scheduled maintenance and cleaning of public folders and mailboxes.
• Setup of Outlook Web Access (OWA)

Active Directory

• Created User Account for Multiple Users
• Modify Attributes for Multiple Users
• Reset passwords for multiple user accounts
• Changed the user display name
• Created Exchange Mailbox
• Emerged users' Mailbox upon departing
• Enabled/disabled/deleted Inactive accounts in AD
• Moved users between OU\'s
• Moved Computers to and from containers, enabled and disabled computers
• Set and modified security group attributes

Monitor and reporting associated with the reliability and security of the domain

• Used the domain admin account only for actions that require the privilege level of this account
• Monitored changes to domain root and domain controllers OU to ensure unauthorized changes do not occur
• Day-to-day management of domain controllers
• Monitoring connectivity, synchronization, replication, net logon, time services, FSMO roles, schema, NTDS database partitions, DNS settings, SRV records, and trust relationships
• Review DC event and security logs and take corrective actions
• Monitor and resolve security situations at all levels of domain to ensure stable and secure domain

Domain Controller Management

• Physical security of the domain controllers in IT Division space and oversight for all domain controllers
• Backups and restores on domain controllers
• Full disaster recovery plan and practice of DCs and core Directory objects

CHRONOLOGICAL EXPERIENCE:

Confidential, 11/2009-Present
Network Administrator

Provide Tier II/III level support for end user technical issues, perform analysis of complex system issues and provide corrective action. Load and configure Microsoft Windows OS and server platforms, Review and monitor system logs,

• Identify system deficiencies and makes corrective changes. Oversee data storage and backup capability using tape, SAN, and NAS solutions. Patch and update Microsoft Windows OS and server platform and ensure servers are in compliance with DoD IA requirements. Provide management of network user accounts in accordance with standard DoD IG procedures to include the management of user network shares, permissions, and management of user mailboxes, public folders, and distribution lists. Provide management of Active Directory, policies, network printers, and scanners. Assist with the development, testing, updating and deployment of computer images. Assist with the management of software deployment systems, and with the packaging, testing, and deployment of software and security updates to client computers. Provide follow-up service to end-users to ensure that service provided by the Technical Support Center has addressed their needs in a timely and efficient manner. Assist in the research, evaluation, testing, selection, procurement, implementation and maintenance of new software/hardware/systems. Document system configurations and develop and/or update standard operating procedures and training materials. Configure user rights and permission, disabling and enabling accounts, file and folder permissions and configuring security templates as per need.

Confidential, 04/2009- 10/2009

Helpdesk Associate
Provided management and oversight of a team charged with supporting the various aspects of Tier 1 level support for the MCRC Help Desk, to include but not limited to: Technical support to end users for networked PC and laptop hardware/software and peripheral device issues, including installation and problem diagnosis/resolution. Interact with end users by phone and via remote connection to the user\'s workspace. Assisted large number of end users of various skill levels. Oversaw all operations relative to the initial point of entry to the MCRC Help Desk as a phone and email based customer service representative. Managed overall flow of incidents in and out of the MCRC Help Desk through the use of the IT Service Management Tool (Web base ticketing System). Provided account management support by assisting users with Active Directory authentication, and modification of user permissions and password resets. Identified, troubleshoot, document and, fix network, printer, or desktop problems as necessary. Performed remote support for user requests such as application installation, configuration and troubleshooting. Assisted users with routine application and hardware problems; promoted and trained best practices to users. Responsible for thorough and accurate tracking of problems and their resolution in the Remedy system. Responsible for overall problem recognition, research, resolution and follow-up functions for user problems handled by Tier 1, referring more direct problems to Tier 2 and Tier 3 technical staff. Advises and trains users on remote connection options (Cisco VPN, IPSS, and RSA Tokens). Advises and trains users on use of peripheral devices (Blackberry, PDA, Smart Phones, etc…) Assists users with non-standard software problems and questions. Demonstrated increasing versatility on topics related to information technology.

Confidential, 08/2008 - 05/2010
Helpdesk Associate

Provided technical customer support by phone to over 4000+ end users. Installed, configured and troubleshot a wide variety of propriety applications installed on PCs. Tested systems to ensure the eliminations of bugs or viruses. Configured new and existing PC\'s and workstations in a network environment. Resolved technical problems by identifying and troubleshooting. Reset password using in AD. Assisted users with archiving, importing and exporting .PST in Microsoft Outlook. Supported end trained the users to handle different software application as per requirement. Maintained strong relationship with workers, which helps to provide better service.

IT Consultant
03/2000 --12/2010
Confidential, Gainesville, VA
Set up and supported home offices and networks throughout Northern Virginia. Installed, replaced, and upgraded numerous types of hardware, software, and operating systems. Troubleshot a variety of hardware, software, networking, and system issues. Communicated effectively with customers to provide prompt and knowledgeable IT solutions. Improved data management and analysis utilizing detailed Excel spreadsheets (tables, charts, macros, etc.)
Provided user training and support on new and existing software packages. Documented worked thoroughly including all problems, resolutions/repairs, installations, and upgrades. Repaired and maintained a variety of printers, monitors, scanners, and additional hardware. Loaded new software and systems on existing equipment
Tested systems to verify the elimination of bugs or viruses.