SUMMARY:

• Experienced Help Desk Professional with a good business sense and 15+ years of IT experience related to Customer Support, ITIL v3 aware Break - fix for desktop, servers, laptops, and support for mobile devices. Performing system analysis and troubleshooting. Supporting local and remote users via telephone, instant chat, email and web conferencing.
• Experience using Remedy, Track IT, Footprints, ServiceNow, HelpNow and Altiris ticketing systems for ticket tracking and asset management
• Excellent communication and customer facing skills as well as advanced documentation skills. Trains and mentors junior technicians.
• Provides relevant documentation to fellow team members of common fixes and best practices relating to software and Operating system troubleshooting.
• Demonstrates strong listening skills and patience and demonstrates excellent work ethic, reasoning, judgment and decision making skills
• Mature support professional, patient problem solver who enjoys working with people and resolving complex business and IT problems

TECHNICAL SKILLS:

Operating Systems: Windows Server 2K/2K3R2/2K8R2, WinXP, Win7, Win8.1, Windows 10, MAC OSX 10.x, Ubuntu, Linux Mint 18.x

Scripting: Unix BASH Shell

Software: Microsoft Office 365, Skype for Business, Active Directory, Exchange Console, Confidential XenApp, XenDesktop, Confidential vCenter, Junos Pulse, Acronis, RSA SecurID, Confidential Endpoint, Trend Micro, Interwoven, SCOM, SCCM, MS Forefront, Confidential Backup Exec, Confidential Horizon View, Confidential Horizon Workspace, Mozy Pro, Confidential Docs, Duo Mobile (Two-factor authentication)

Mobile Devices: Confidential, Microsoft Surface Pro, Dell Latitude, Apple MacBook Pro, Android OS, iOS, tablets & phones

Networking: Wi-Fi, LAN, Confidential, routers, switches, CAT6 Ethernet cabling, cable management

Other: Skype, Polycom, V-Tel, Intel, Tandberg, Cisco WebEx, Confidential GoToMeeting, GoToWebinar, Confidential Hangouts.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Support Technician

Responsibilities:

• Manage user accounts through AD Manager, Two-factor authentication through Duo Mobile
• Cisco Unity Connection Manager Confidential phone support
• Desktop imaging Win7Pro WIn10 Enterprise, Software distribution through BMC Client Management
• Support Remote end users

Confidential

IT Service Center Tier II Technician

Responsibilities:

• Windows Computer and Mobile device support for iOS, Android smart phones, and tablets.
• Mobile device management (MDM) using Confidential AirWatch.
• Deploy application software using ManageEngine Desktop Central.
• ServiceNow to manage ticket queue, Manage end user accounts through Active Directory.

Confidential

Data Center Operations Engineer

Responsibilities:

• Data center hardware infrastructure support. Updating documentation and inventory.
• Deploy, maintain and support new and existing data center servers and networking components.
• Participate in customer project requests.
• Assist in troubleshooting new complex server hardware design and build out process.

Confidential

Deskside Support Technician

Responsibilities:

• Support 130 Internal 2500+ Remote users
• Build Windows, Mac OSX, and Linux computers with disk imaging software
• Support iOS, Android smartphones and Windows Surface Pro Tablets.
• Troubleshoot Office 2010, 2013, 365, Office 2011, Office 2016 for Mac
• Troubleshooting Windows 7 Professional, Windows 10, Mac OS X issues

Confidential

Sr. System Support Engineer

Responsibilities:

• Support 3400+ remote users
• Providing level II and escalation support to remote users. Provisioning Apple MacBook Pro, MacBook Confidential and Dell E-series laptops to end-users.
• Provide support to Mac OSX 10.9.x to 10.10.x, Win7 Pro and Windows 8.1 Enterprise. Microsoft Office Suites for Windows & Mac.
• Supporting Juniper Networks Junos Pulse and network connect software for SSLVPN.
• Troubleshooting Confidential Fusion 7.x for Mac, Training junior engineers, creating and updating documentation of standardized
• IT procedures and practices, providing helpful technical tips to fellow team members.
• Work with Confidential ESXi 5.5
• Exchange 2010 & 2013
• Support Linux VMs for testing software and networking.
• Work with CentOS and Redhat Linux systems
• Receive up to 30 calls a day for escalated issues.
• Supported MacAfee EPO and end point security

Confidential

System Support Engineer

Responsibilities:

• Support 500+ external customers
• Providing phone support to our Confidential customers. Assisting customers with troubleshooting issues regarding published or streamed applications in Confidential XenApp. Troubleshooting XenDesktop, Confidential Receiver, and various Confidential components.
• Updating master image for customers using XenDesktop. Support Confidential ESX, Hyper-V, App-V,
• Confidential NetScaler and other associated computer virtualization software solutions.
• Utilized Confidential for security issues

Confidential

Sr. Help Desk Administrator

Responsibilities:

• Support 230+ internal users onsite & offsite
• Duties Included: Account creation in Active Directory, Mailbox creation in Exchange 2007 Console, Confidential activation and troubleshooting.
• Used Microsoft SCOM to monitor windows servers. Active Directory and Exchange user account/mailbox management.
• Confidential troubleshooting and administration for thin client PCs. PC imaging, and management with Acronis True Image.
• Creating content for IT documentation of standard practices and procedures available on company Intranet.
• Asset management. Handling 95% of all help desk call escalations.
• Performed PowerShell scripting
• Work with Wireshark for network monitoring

Confidential

Sr. System & User Support Specialist

Responsibilities:

• Supported 250+ internal users on-site & off-site
• Responsible for ensuring that all trouble tickets in Track IT from end users with any issues related to hardware or software is resolved.
• Providing direct support and help desk services for COTS and core applications.
• Maintaining ghost images for Windows laptop and desktop workstations.
• Creating new user accounts, mailboxes, and maintaining email distribution lists in Active Directory.
• Confidential troubleshooting and user administration for on-site and remote users.
• Create and maintain technical documentation, created and provided step-by-step user guides.

Confidential, Washington, DC

Sr. PC Technician

Responsibilities:

• Supported 4000+ users onsite & remote offices
• PC Refresh project for Pentagon end users located onsite and remote locations supported by the ITMD/WHS.

Confidential

Level I Help Desk Support

Responsibilities:

• Supported 1000+ internal users on-site & offsite
• Phone support and creating work order requests in Track IT ticketing system.
• Walk up PC break-fix repair; ordering parts, 3rd party software or requested peripherals.
• Placing warranty calls for Lenovo & Toshiba laptops. Managing network accounts and resources through Active Directory & Novell Console One.
• Created new user accounts & OUs, new exchange mailbox requests, new distribution lists requests, creating security groups, updating profiles in global address book for exchange.
• Reset passwords or unlock domain user accounts. Confidential activation, installation and troubleshooting.
• Support internal Wi-Fi and connectivity issues. Mapped shared drives. Confidential client troubleshooting, supported Confidential MetaFrame.
• Documented IT procedures and processes. Assigned work orders to desk side PC techs. Consulted and trained less experienced technicians with troubleshooting.

Confidential

Level II Support Technician

Responsibilities:

• Supported 2500+ users on-site
• Resolving trouble tickets in Remedy ticketing system. PC break-fix repair and ordering parts.
• Managed workstations being added/deleted to the local domain through active directory.
• Used Microsoft SMS Remote to connect to end user PCs. Supported MS Office 2003, Confidential Anti-Virus, and Confidential client.
• New PC life-cycle replacement installs mostly Dell laptops. Imaged new PC hard drives with Norton Ghost.
• Transferred user data and installed requested 3rd party software.
• Installed local and network printers. Trained or assisted new techs with PC hardware repairs and IT procedures.

Confidential

Desk side Support Technician

Responsibilities:

• Supported 2500+ users on-site & off site.
• Resolving trouble tickets in Remedy ticketing system. New PC life-cycle replacement installs mostly Dell laptops.
• Imaged new PCs with Norton Ghost. Backup/restore of user data using NetBackup.
• Supported Palm OS & Confidential devices and Verizon EVDO cards. Installed local and network printers.
• Performed PC hardware and software upgrades. Supported Wi-Fi networks and wireless configuration or connectivity issues.
• Confidential troubleshooting for remote end users. Provided phone support to end users or other techs needing assistance.
• Trained new techs on IT policy and procedures.

Confidential

Technician

Responsibilities:

• Supported 250+ users on-site & off-site.
• Mac & PC break-fix repair. Software installation. Mac operating system migration from OS9 Classic to Mac OSX.
• Provided phone support to offsite end users. Used remote desktop to connect to end users, and servers.
• Supported Confidential and RAS dial-up issues. Changing out server backup tapes.
• MS Outlook e-mail configuration and support. Supported Wi-Fi networks.