PROFESSIONAL EXPERIENCE:

Confidential

LANDesk Administrator

Responsibilities:

• Validate and test new system configurations based on Application Software or Operating System changes
• Support of 5000+ end users in office and field environment, testing, and deploying software distribution packages, building queries and reports, troubleshooting and maintenance of the LANDesk installation, Tier 2/Tier 3 support of Help Desk and Field Technicians.
• Maintain technical and operational procedures documentation
• Documentation & resolution of customer complaints or system related issues escalated to the appropriate support teams
• Conduct timely analysis and resolution of production problems with guidance from Desktop Engineering staff.
• Create and deliver LANDesk Reports and Metrics to key management
• Perform on - demand maintenance to diagnose, propose, and implement solutions to problems
• Assure appropriate version control for production environment
• Responsible for all aspects of systems patch management, using LANDesk and other similar tools to successfully push out and install software and system patches to a large enterprise.

Confidential

LANDesk Administrator

Responsibilities:

• Validate and test new system configurations based on Application Software or Operating System changes
• Support of 5000+ end users in office and field environment, testing, and deploying software distribution packages, building queries and reports, troubleshooting and maintenance of the LANDesk installation, Tier 2/Tier 3 support of Help Desk and Field Technicians.
• Maintain technical and operational procedures documentation
• Documentation & resolution of customer complaints or system related issues escalated to the appropriate support teams
• Conduct timely analysis and resolution of production problems with guidance from Desktop Engineering staff.
• Create and deliver LANDesk Reports and Metrics to key management
• Perform on-demand maintenance to diagnose, propose, and implement solutions to problems
• Assure appropriate version control for production environment
• Responsible for all aspects of systems patch management, using LANDesk and other similar tools to successfully push out and install software and system patches to a large enterprise.

Confidential

Tier 1 Senior Analyst

Responsibilities:

• Respond to IT incidents and requests received from the client's user community via phone calls, email, fax, voicemails, and walk-ins
• Troubleshoot and resolve user incidents and requests dealing with the Microsoft operating system, Active Directory, Microsoft Office Suite, Blackberry, Citrix and all client owned Commercial Off-the-shelf (COTS) products
• Troubleshoot and resolve user incidents and requests dealing with all client owned Government Off-the-shelf (GOTS) products. This includes web applications, mainframe applications and other proprietary applications
• Password resets for AD, BlackBerry, 2 Factor, VPN, Citrix, Mainframe and proprietary application accounts
• Utilize the Remedy ARS ticketing system to record incidents/requests by providing detailed information such as the user’s issue, steps taken during the diagnose phase of a ticket and solutions
• Utilize available Standard Operating Procedures (SOPS) and the Remedy ARS Knowledge Base to provide first call resolutions for user incidents and requests over the phone and remotely utilizing LANDesk
• Utilize the Remedy ARS Coding Scheme to properly escalate tickets to the responsible team when necessary
• Meet all Service Level Agreements (SLA) Perform tasks provided in the Incident Management Plan to resolve incidents
• When tasked by the Tier I Lead Manager, assist Tier II technicians to perform tasks provided in the Problem Management Plan to resolve reoccurring incidents
• Follow-up with customers and update the Remedy work log with detailed information during the lifecycle of a ticket
• As part of the Call Management process, escalate tickets to the Tier II & III staff when first call resolutions are not provided in the time governed by the Tier I SLA
• Monitor server up-time utilizing What’s Up Gold
• When tasked by the Tier I Lead Manager, create and/or revise Standard Operating Procedures (SOP)
• Perform account administration tasks for Active Directory, Outlook and all other client owned COTS and GOTS products that require account administration, such as entry/exit procedures and permissions
• Attend all on-the-job training camps
• Attend all team meetings

Confidential

Tier 1 Analyst

Responsibilities:

• Provide telephone, email, fax, and voicemail based technical support to over 5000 government and contractor employees within the Confidential relating to hardware, software and network connectivity issues.
• Troubleshoot and resolve multiple hardware, software, network connectivity, web-based, customized applications and user security issues.
• Track all incoming contacts using the Remedy tracking system.
• Diagnose and answer any problems/questions pertaining to Microsoft Office 2003 Including Word, Excel, Outlook, and PowerPoint.
• Utilize Active Directory to provide some account administration to customers.
• Provide usage training to employees on various applications.
• Troubleshoot customer technical issues using Remote LAN Desk remote control software.
• Perform software/hardware installations, configurations and upgrades.
• Assist in maintaining Remedy user database by creating and modifying user profiles.
• Follow documented policies and procedures to meet required SLAs.
• Work with management to ensure team goals are met.
• Review monthly metrics and reports with help desk management.

Confidential

logic and accuracy technician

Responsibilities:

• Performed L&A testing on AccuVote touch screen voting system to confirm that the equipment had the correct election information for said voting district and the system was functioning to standards.
• Confirmed the GEMS applications server were generating reports correctly.

Confidential

Site lead

Responsibilities:

• Ensure all site work progresses as scheduled and that Contract specifications are met
• Work closely with Sites security personnel on all security issues
• Oversee and assign deployment personnel
• Conduct briefings with the Project Manager on progress and any issues
• Complete daily/weekly progress reports
• Provide technical expertise to team for troubleshooting problems
• Deployment/re-deployment of new and legacy workstations and notebooks in a networked environment
• Coordinated repairs of computer equipment including, but not limited to, break/fix, network migration, moderately complex software migration process and upgrades,
• Helpdesk deployment support for newly deployed equipment.
• Windows 2000/2003 System administration (i.e. account, OU creation and Password resets).
• Tracked and recorded assets using Bluecurrent ITAM.
• Shipping and receiving of inventory.