PROFESSIONAL SUMMARY:

• Over 5 years of progressive technical experience; including 2 years of MAC, solid experience with help desk support, system analysis and desktop support.
• Experienced with network security performance protocols; familiar with security protocols in applications and hardware monitoring.
• Used HP OpenView to check and monitor the status of servers. If server is down open a bridge for troubleshooting and repair.
• Experience with updating training and Operating Manuals and creating standard operating procedures documents as needed.
• Have created screenshot quick reference documents with instructions on implementing new software.
• Used Remedy 6 & Remedy 7.1.0 for incoming tickets and creating new tickets.
• Used Reflection X 14.0.3 in Host- UNIX and OpenVMS to reset, unlock, and create server passwords for user accounts.
• Used RSA to troubleshoot user’s transmission, unlock, sync and set up passwords.
• Have Troubleshot Windows Vista with offsite users on RSA pins and McAfee passwords.
• Monitored and tracked security events, and applied system changes in accordance withclient’s IT security standards.
• Experienced with monitoring, replacing printer maintenance kits, cleaning and troubleshooting local and network printer problems.
• Worked on adding local and network printers to users’ PCs and laptops.
• Worked with IT manager to discuss printer financials in planning for replacing printers.
• Worked on finding and installing shared printers to other pc and laptops.
• Created documentation on quick access to the corporate email, calendars, and shared network drives.
• Created documentation on how to use wireless air cards laptops; from installing card to automatic application startup and carrier information.
• Created documentation on how to troubleshoot login problems with network and internet, including how to ensure connectivity at the router level, cables and ISP.
• Created documentation on how to enable drives from mapped network folder options.
• Created documentation on how to use previous versions utility in MS Office to retrieve lost work.
• Created documentation on how to work with printers that are no longer accessible at the end user level and/or the server level.
• Created documentation on how to access the network from the Virtual Private Network (VPN).

SOFTWARE/HARDWARE:

MS Access, Word, Excel, PowerPoint, Outlook, Groove, Publisher, Trios, Organizer. Parature, Blackboard, Remedy, Blackberries, Windows mobile, Pocket PC, Active Directory, Telnet, Safe boot, Photoshop, Desktop Publisher, Visual C++ Compiler, Borland Compiler, Unix Compiler, HTML Kit, FrontPage, Dreamweaver, Microsoft Visual Basic 6.0 Compiler, Oracle 9i and 8i database SQL Plus, SQLPLUS Worksheet, Unix Compile SQL, Unix compilers, Bourne Shell, Korn Shell, vi Editor, Pico editor, Perl, Microsoft Money, Flash, iManage 8.0, Delta View, Interaction, Carpe Diem, Elite, Channel H, SharePoint, Quicken, Altiris, Hummingbird DM, Iron Port, Track-IT, HFNetChkPro, SharePoint, Skype, StarOffice, Exchange, Gold Disk v2.0, Microsoft Server 2003, IPhone 3G, IPhone 3G applications, GroupWise, HyperSnap, Linux, VMWARE, Vista, Windows 7, Microsoft office 2008, Siebel, Momentum, Help desk reports, Reflexion X 14.0.3(Host – Unix and OpenVMS), McAfee Endpoint Encryption webHelpdesk, Lotus Notes v8.2.0, HP OpenView, Remedy 6, Remedy 7.1.0, Sometime 6.5.1, Linux commands, TOM(Tool for Outage & Maintenance Management), Droid X., Windows 7. Shell Scripting, AFS Server, Footprints, RSA token, IPhoto iTunes, Preview, Office 2008 MAC, Address Book, iCal, Skype, IPhone 4, Windows Vista, Office MAC 2011.

PROFESSIONAL EXPERIENCE:

Confidential
10/2011-Present (temporary contract)
Field Tech Help Desk

• Assisting remote companies with IT problems at the client site.
• Work includes full help desk troubleshooting including identification and resolution of PC hardware and software and printer issues.

Confidential
4/2010-8/2011
Systems Analyst

• Used Reflection X 14.0.3 in Host- Unix and OpenVMS to reset, unlock, and create server passwords for user accounts.
• Used McAfee token laptop wireless access to remote laptop through MacAfee endpoint encryption.
• Used Lotus Notes v8.2.0 for server progress and to communicate with associates and users.
• Utilized HP OpenView to check and monitor the status of servers.
• Used Remedy 6 & Remedy 7.1.0 for incoming tickets and creating new tickets.
• Used Sametime 6.5.1 to chat with coworkers.
• Worked with Unix and Linux commands used to assist client.
• Used TOM (Tool for Outage & Maintenance Management) to create bridges and report an incident when servers are having emergency problems.
• Created escort reports, shift reports.
• Investigated footprints to report lost government items.
• Worked with RSA token access.
• Assisted field reps with Windows Vista laptops access and software.
• Worked on Active Directory with users accounts.
• Assisted with updating several onsite BCC users to troubleshoot windows 7.
• Troubleshot Windows Vista with offsite users troubleshooting RSA pins and McAfee passwords.
• Involved with supporting over 5000 remote users.
• VOIP with Cisco phones.
• Used RSA to troubleshoot users transmission, unlocking, synching, and setting password
• Familiar with migrating test users to MS Office 2010.
• Finding and installing shared printers to other pc and laptops.

Confidential
11/2008-4/2010:
Help Desk Support Tier 1, WCM Dossier Processer, Configuration Support

• Trained in application deployment, software guide composition, installation process documentation, Dossier data formation, annotation and completion.
• Set up schedules with testers to test application after dossier has been received.
• Shadowed testers and ensured the testing process went well.
• Tested software installation through Virtual Machine, Windows XP environment, Used VMware to create screenshots of software.
• Created screenshot quick reference documents with instructions on implementing new software.
• Shadowed and troubleshot users’ Mac and iPhone problems.
• Managed Library of Congress dossier applications.
• Created numerous stubs and dossier for applications and file away, ensured dossier coincided with appropriate applications.
• Familiar with Lotus Notes to Outlook 2007 migration.
• Deployed and setup several Macs.
• Used Remedy to create service tickets and assist users.
• Trained COO and assistant on Blackberry Storm.
• Provided help desk support, resolved tier 2 tickets; support of hardware and applications, installations and configuration as needed.
• Performed QA Testing on applications.
• Gathered AFS, Gathered media.
• Updated the production spreadsheet.
• Experience with monitoring, replacing printer maintenance kits, cleaning and troubleshooting printer, network printer problems.
• Added local and network printers to users PC and laptops.
• Worked with IT manager on printer financials when replacing printers.
• Installed shared printers to PCs and laptops.

Confidential
11/2008-1/2009
QA Tester

• Gathered AFS and media.
• Created Dossiers.
• Updated production spreadsheet.
• Placed information in QA queue via production spreadsheet.
• Used VMware to create screenshots of software.
• Scheduled AV pickup and delivery on PC Calendar and physically setup.
• Used Remedy ticketing system, resolved tier 2 tickets, provided support of hardware and software
• Built PCs.
• Worked with VOIP; Cisco phones.
• Installed shared printers to PCs and laptops.

Confidential
08/2008-11/2008
Systems Administrator

• Sketched out and staged servers and workstation setup.
• Hardened workstations using Gold Disk v2.0.
• Installed server 2003 OEM Dell operating system, Installed O/S, AD, and DNS.
• Input GPO.
• Created and imported security template.
• Performed sym EPP-uninstall/reinstall SAV.
• WSUS-Uninstall/Reinstall Default IIS.
• Worked on clustering, cluster services, DB, IIS.
• Rejected and deployed Windows updates to user’s workstations through updates server.
• Installed Microsoft Server 2003 on test workstations.
• Configured active directory and group policies.
• Installed adobe 9.0 Reader, ie7, Symantec antivirus, clustering servers.
• Worked on a Windows Server Vista environment to configure servers.
• VOIP with Cisco phones.

Confidential
09/2007-8/2008
Computer Support Specialist Tier 1, 2, 3 and Computer Support Lead

• Provided 90% onsite support and 10% phone support.
• Deployed, Ghosted, Imaged PCs, added and removed PCs on the network, created profiles, released IP addresses, formatted, troubleshot printers, projectors, applications, and moved PCs.
• Set up conference rooms for OSA meetings; ensured conference rooms had appropriate technology prepared for meeting.
• Uploaded software applications to OSA servers, troubleshot OSA servers and applications.
• Scheduled technology service appointments.
• Troubleshot hardware and software on MACs.
• Kept inventory of technology materials using Track-IT.
• Trained staff on new equipment.
• Stacked servers.
• Solved OSA questions and problems with software and docking stations.
• Ran printer reports for all network printers in OSA and faxed my calculated results.
• Network Operations in system monitoring, reporting, and troubleshooting.
• Monitored and tracked security events, and applied system changes in accordance with the client’s IT security standards.
• Performed and maintained configuration management.
• Troubleshot switches, routers, VPNs, and firewalls.
• Updated training and operating Manual; created standard operating procedures documents as needed.
• Had basic use of public folders with Exchange.
• Performed exchange access control and administrative delegation.
• Removed and created profiles.
• Used the recovery console.
• Dispatched windows updates to over 200 PCs.
• Troubleshot MS Office 2007.
• Assisted Executives such as CEO and COO of OSA and Project Managers.
• Worked on Active Directory.
• Troubleshot Dell hardware for Execs, managers and co-workers.
• Configured, connected and troubleshot staff personal and network printers.
• Placed orders for printers and set up as needed.
• Worked with SharePoint to set up conference room and meeting setups, dialogs, and conferences.
• Experience with monitoring, replacing printer maintenance kits, cleaning and troubleshooting printer, network printer problems.
• Added local and network printers to users PCs and laptops.
• Explained to IT manager about printer financials in replacing printers
• Finding and installing shared printers to other pc and laptops
• Created documentation for quick access to the corporate email, calendars, and shared network drives.
• Created documentation on how to use wireless air cards laptops; from installing card to automatic application startup and carrier information.
• Created documentation on how to troubleshoot login problems with network and internet, including how to ensure connectivity at the router level, cables and ISP.
• Created documentation on how to enable drives from mapped network folder options.
• Created documentation on how to use previous versions utility in MS Office to retrieve lost work.
• Created documentation on how to work with printers that are no longer accessible at the end user level and/or the server level.

Robert Half and Technology/OSA
09/2007-09/28/07
Computer Support Specialist Tier 1, 2, 3

• Provided 80% onsite support and 20% phone support.
• Performed deploying, ghosting, imaging PCs, adding/removing PCs on the network, creating profiles, releasing IP addresses, formatting, troubleshooting printers, projectors, applications, and moving PCs.
• Ensured all conference rooms had appropriate technology set up for OSA meetings.
• Occasional troubleshooting of hardware and software on MACs.
• Kept inventory of technology materials using Track-IT.
• Trained staff on new equipment.
• Worked on Active Directory.
• Created documentation so users have the ability to check local printer off-line or on-line status and check print spooler

Venable/JNA Technology
08/2007-08/2007
Help Desk Technician Tier 1

• Provided 100% phone and remote support for lawyers and staff using Remedy and Remote Desktop.
• Troubleshot issues related to Blackberries, scanners, applications, and projector installations.
• Provided extensive troubleshooting for MS Office connectivity issues.
• Troubleshot MS Outlook connectivity issues and PST related problems; troubleshot Exchange issues when necessary.
• Troubleshot and support Hummingbird and other document solution applications.
• Utilized Active Directory to perform password resets and grant permissions.
• Gave access to Citrix through Active Directory.
• Supported VOIP with Cisco phones.
• Used remote tool to troubleshoot client problems.

Hogan and Hartson/TEKsystems
03/2007 to 07/2007
Help Desk Technician Tier 1 and Help Desk Shift Lead

• Provided 100% phone and remote support for lawyers and staff using Altiris and Remote Desktop.
• Troubleshot issues related to Blackberries, scanners, applications, and projector installations.
• Provided extensive troubleshooting for MS Office connectivity issues as well as user training assistance.
• Troubleshot MS Outlook connectivity issues and PST related problems; troubleshot Exchange issues when necessary.
• Troubleshot and supported iManage and other document solution applications.
• Utilized Active Directory to perform password resets and grant permissions.
• Mapped printers to workstations.
• Resolved IT problems of VIP Lawyers.
• Worked on active directory.
• Set up projectors in conference rooms.

Department of Transportation (DOT)
11/2006 to 03/2007
Help Desk Technician Tier 1

• Provided Help Desk support for 1000+ users over the phone and remotely.
• Use Remedy as the ticketing system to enter and track trouble calls.
• Troubleshot and assisted end users with Outlook and MS Office Suite.
• Assisted with Blackberries and Treo new user orientation and troubleshooting.
• Set up and configure AV equipment including sound and display systems.
• Deployed new systems and troubleshot connectivity issues.
• Deployed and installed software on new systems remotely, and provided end user training on those applications.
• Reset passwords and granted permissions in Active Directory.
• Mapped printers and troubleshot Exchange connectivity issues.
• Used UNIX commands and telnet scripting to assist users.
• Troubleshot technical issues for Federal judges and other DOT Executives.
• Worked on Active Directory when assisting with user accounts.
• VOIP with Cisco phones with wireless headset and phone monitoring.
• Used remote tool to troubleshoot client problems.

Presidium Learning
June 2006-August 2006
Help Desk Analyst

• Provided support for 1000+ user community over the phone and remotely.
• Troubleshot student computer problems in 60 different universities.
• Troubleshot wireless Internet network set-up for laptops.
• Configured computers to work with students’ and instructor’s blackboard, Internet, and software applications.
• Performed Outlook connectivity troubleshooting and end user training.
• Troubleshot computer hardware consisting of DELL desktops and laptops.
• Provided Internet connectivity support.
• Troubleshot Blackberries applications and provided user training.
• Reset Active Directory passwords for users who were locked out.
• Worked on Active Directory.

Mosaic, February 2006-June 2006, Merchandiser
Duron Paints, August 2005-Febrauary 2006 Assistant Manager
Blockbuster, July 2004-November 2004, Store Manager
Owl Pest Prevention, February 2004-July 2004, Administrative Assistant

Prince George's Community College
1999-2003
Tutor and Help Desk Support

• Tutored students in computer usage and XP.
• Worked in two school computer labs upgrading their systems and answering student assignment questions and home computer inquiries.
• As a helpdesk representative, I troubleshot student questions over the phone.
• Provided on campus support.
• Troubleshot software and assisted students with network connectivity.
• Advised faculty on Blackberries.
• Assisted with computer and projector installation, scanner problems, application installations, application troubleshooting, hardware troubleshooting, I provided Internet connectivity support and ghosted workstation.
• Worked on Active Directory assisting user’s accounts.
• Experience with monitoring, replacing printer maintenance kits, cleaning and troubleshooting printer, network printer problems.
• Added local and network printers to users PCs and laptops.
• Explained to IT manager about printer financials in replacing printers.
• Installed shared printers to PCs and laptops.

EDUCATION/CERTIFICATIONS:

BS, Computer Studies, University of MD University College, Adelphi, Maryland, 12/2002, GPA 3.0