System Admin/System Analyst Positions

Offering a strong academic background in IT combined with excellent experience as a Windows system admin, Noc analyst and helpdesk analyst. Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues. Quickly learn and master new technology equally successful in both team and self-directed settings and proficient in a range of computer systems, languages, tools and testing methodologies.

Technology Summary

Confidential

Provide 24-hour monitoring and technical support for over 2,000 system devices. Tasked with Quality Assurance testing for servers entering the production environment. Experience with HP BSM, HP Open view, Active Directory, as well as Remedy Ticketing System. Responsible for coordinating the incident resolution process and notifying the customer s in the event of network or server outage. Responsible for creating, modifying, and removing server accounts for the entire Census Bureau. Run Oracle update scripts performed basic scripting and basic Unix commands. Provide end-user account support for all server accounts as well as Secure IDs for field representatives located across the country. Handled server accounts that are managed in versions of RHEL, SunOS, and Tru64 Operating Systems. Responsible for training Jr. Analysts on procedures, protocols, and techniques used in day-to-day operations.

Confidential

Configured Windows 7 for enterprise deployment with WindowsPE Lightweight image. Performed back-ups, scan states and load states of user's profile during the migration process. Added users to OU's via Active Directory. Planned, developed, documented, and executed test programs to verify system operability and compliance with standards and requirements prior to deployment and retesting at completion of deployment of the WINDOWS 7 OS. Set the BIOS and DNS/WINS on individual machines. Setup MS Outlook email and assisted them with creating .pst folders. Assist user with connecting via Citrix VPN using the RSA tokens after migration. Provided phone support as backup to the Helpdesk, assisting customers with logon issues, password resets in Active Directory, Installing Windows updates, troubleshooting network connections, mapping printers on the network and TCP/IP mapping of printers when not showing on the print servers. Provided assistance with identifying and isolating faulty system software and/or hardware components and restoring the system s to full operational capabilities and provided WINDOWS Server 2008 support.

Confidential

Provide phone support for wireless customers who request upgrades to their PDA's, IPADS, and blackberry devices. Input tickets in CA ticketing system once customer reports an issue update CA tickets and close tickets after ensuring that customer was fully functional. Supported over 6000 Blackberry users nationwide. Activated Blackberry devices on the Blackberry Enterprise Server 5.0

Configure devices with email accounts and PKI and S/MIME Encryption. Create IT Policy for Blackberry user's via BES 5.0. Manage Blackberry accounts with wireless providers Verizon, AT T, Sprint, T-Mobile Upgrade, replace, order new devices Tether Blackberry devices to work as a modem

Configure broadband MIFI devices for wireless access anywhere Troubleshoot issues with Blackberry devices Assist user with backing up data via Desktop Manager software.

Confidential

Providing support on Microsoft Office applications Windows XP, Vista 7, email systems, Internet Explorer/Firefox Basic hardware / software / networking questions, Printers, Citrix Operating Environment, BlackBerry, Java Active Directory, Anti-virus: Trend, Malware bytes, Super AntiSpyWare Experience with Ethernet and TCP/ IP, Problem solving of Microsoft Office products standard suite word, excel, PowerPoint, and access , Visio and some project Browser configurations core flavors of browser Chrome, Safari, IE, Firefox understanding of settings/configurations, java debugging/error consoles, etc. Provided Blackberry support and setup and sends activation OTA's via BES 5.0 for email access and encrypting, provided remote support using Outlook Communicator and Bomgart and Terminal Serves. Installed and troubleshoot SEP Symantec Endpoint Protection and Altiris for virus protection. Other software: Installed and setup IP Softphone software, Active Directory, mail clients like Outlook, Entourage, Thunderbird and Notes.

Confidential

• Provided end user phone support for applications, hardware, and network infrastructure.
• Provided local desktop support for the Washington, DC office installing, configuring, and diagnosing, optimizing and upgrading/re imaging workstations and laptops. Provided remote phone support to users by installing, setting up and troubleshooting Windows7, and Windows Vista, and Microsoft Outlook.
• Updated Remedy ticketing system with incident details and resolution Created Asset tickets in Remedy when systems are replaced for inventory. Added users and disabled users and machines on Active Directory. Added, Removed and renamed workstations to the Domain via AD. Provided Blackberry support and setup installing desktop software and syncing email accounts Troubleshoot and repair network printers install scanners. Map users to network drives and printers Install software Office 2007-2010 Adobe Entrust Certificates SQL 9i, Oracle 11g, etc. Updatedsoftware. Confgured Lotus Notes 8.5.2 and setup thumb drives for offsite access for Notes users Migration and deployment of Windows 7. Troubleshoot issues with TCP/IP, VPN access, network settings for internet/intranet and installing various software applications. Reset passwords in Active Directory, troubleshoot hardware issues and updated tickets using Remedy. Reformatted laptops. Swopped out monitors and setting up desktops. Printer set-up
• Tape back-ups Migrated data to be archived

Confidential

Member of a 20 person Help Desk team to support a user base of approximately 3500 users for the United States Coast Guard USCG.Provided technical support to walk-in and to telephone customers via the Help Desk line. Recorded and updated all calls into the Remedy ticketing system. Installed and configured USCG developed and COTS software approved by the Configuration Control Board. Troubleshoot hardware and application software. Re-imaged machines using Ghost and RIS server. Participated in the migration from Windows XP to Vista. Installed configured workstations and laptops Vista Enterprise and Windows XP . Mapped users email Outlook 2007 . Added users and disabled users and machines on Active Directory. Reset user's passwords, unlock accounts via Active Directory. Configured users for CITRIX remote access. Reconfigured users' profiles on the Exchange Server. Provided outstanding customer service on every call.Reset RAS Tokens. Ensured DoD Public Key Infrastructure PKI certificates remain current on the installed base of equipment. Installed, configure and troubleshoot CAC PKI card readers and ActivClient software. Setup import/ export encryption certificates to send/receive security documentation over the network. Setup Audio/Visual equipment for conference meetings. Ensured good practices in standard methodologies and processes are used to deliver an integrated solution according to ITIL v3