Relevant Work Experience

Confidential

Computer Systems Support Administrator

• Prepare and deploy new endpoint systems and peripherals to include laptops, desktops, and thin clients.
• Provide technical client-side support and maintenance of endpoint hardware and software. Rebuild, reload and reconfigure systems as necessary.
• Troubleshoot and resolve basic network connectivity and communication issues.
• Troubleshoot and resolve trouble requests in-person, by telephone or using remote access tools.
• Maintain the customer support service areas and provide customer assistance with portable endpoint systems laptops and smartphones .
• Test new technological solutions for compatibility with existing hardware and software.
• Provide basic audio visual support functions. These can include mobile projection equipment setup, troubleshooting fixed and mobile projectors, maintaining equipment inventories and the setup of video telecommunications.
• Maintain the tape/disk library and media libraries for offsite storage.
• Performs system administration creating/modifying network accounts and e-mail accounts using Active Directory and Exchange Management Console.
• Provide technical support for VoIP Cisco Phones and Install/configure Cisco IP phones using Cisco Unified Call Manager.

Confidential

Systems Administrator Help Desk Specialist

• Provide telephone, written, and in-person support to users in the areas of e-mail, directories, standard Windows desktop applications, custom FAA applications, commercial off-the-shelf COTS software, and any peripheral/communication equipment
• Install, manage and support the daily activities of configuration and operation of systems, such as IBM Lotus/Outlook email, VPN, backup and file/print systems
• Optimize system operation and resource utilization, and perform system capacity analysis and planning
• Serve as a technical point-of-contact for troubleshooting hardware/software PC and printer problems
• Developed/Maintained spreadsheets to manage warranty agreements, equipment and part inventory.
• Utilize Remedy ticketing to track help desk requests
• Troubleshoot issues with Lotus Notes email systems and Office 365
• Performs system administration creating and configuring network accounts and share folders using Active Directory and NTFS file permissions.
• Perform other duties as required

Confidential

Computer Support Specialist II

• Performs troubleshooting and resolves customer ticket requests
• Installs, configures, troubleshoot issues with Hardware including PCs, Laptops, Printers, Smart phones, and Air cards
• Installs, configures, troubleshoot issues with Software including Windows 2000, XP, 7, Mac OS X, Office 2003/2007, SharePoint, QuickBooks, Adobe creative Suite, Blackberry Server administration etc.
• Assists with network connectivity, tele-commuting access using Citrix MetaFrame/Outlook Web Access and Cisco VPN
• Utilizes deskside assistance, LANDesk remote control software and SCCM
• Assists users with Webinar administration through Adobe Connect
• Provides computer/network support for Board Meetings and Trade shows
• Provides A/V technical support for events for internal and external clients

Confidential

Lead Computer Support Technician

• Worked as Lead Technician in a Windows 2000/ XP environment
• Resolved calls to the Help Desk concerning issues with hardware, software, printers, PDAs, connectivity to network/mainframe, Tele-commuting access Citrix Metaframe/Outlook Web Access/CISCO/VPN
• Completed account configuration using Active Directory and access to website applications via telephone and LANDesk remote control software
• Assisted configuring laptops and desktop computers for dial-up/broadband access to the Network using Cisco VPN
• Escalated issues for desk side assistance to a specialized team via Remedy Ticketing system

Confidential

Computer Support Technician II

• Assisted 500 Federal Lawyers and Judges in a Windows 2000/NT/XP Server/ Server2003 environment
• Installed resolved hardware/software/network issues with unclassified and classified computers and peripherals
• Assisted users in installation and maintenance and troubleshooting of computers, laptops, printers, Palm Pilots, BlackBerrys, Scanners, and CD-Writers
• Trained users on laptops use for dial-in service using Cisco VPN client and on Blackberry security
• Provided network Administration conducting server maintenance, checking event logs, updating virus definitions on servers, monitoring and changing and restoring back-up tapes using Veritas 9.1
• Created/deleted/modified network email accounts using Active Directory, MS Exchange Admin 5.5, and Blackberry Server
• Performed network printer installations HP, IBM, Lexmark , firewall entry, dial-up to outside countries, hard drive duplications, Inventory, and software updates

Confidential

Lead Computer Support Specialist I

• Provided Tier 1 support assisting the National Guard/National Capitol Region Users in resolving IT, Audio/Visual, and Telecommunications requests and issues in Windows 2000/XP LAN/WAN environment
• Resolved first call closures consisting of Iog-in/dial-in failures using Active Directory , network disk space/printer/ Metaframe Obix connectivity, e-mail server MS Exchange 5.5 connectivity and software MS Office 2003 and other Business Application issues
• Issued tickets using Remedy and CA Service Desk Customer Service Management Software that required desk side assistance
• Served as an administrator for creating, deleting, configuring and manipulating network AD and e-mail accounts Exchange 5.5