SUMMARY

technical skills:
Active Directory Track-IT
Windows NT, 2000, 2003 Server Microsoft Operations Manager (MOM)
Microsoft IIS Windows Software Update Server (WSUS)
Microsoft Group Policy Symantec Anti Virus
Exchange 5.5, 2000, 2003 Symantec Ghost
Clarify Guardian Edge
SMS HP Insight Manager
SQL 2000 Manage Engines Operations Manager
TCP\\IP Microsoft Office Suite (Outlook, Excel, Visio)
DNS Local Area Network (LAN)
DHCP Wide Area Network (WAN)
SNMP Symantec Back UP Exec.
SMTP Veritas Net Back UP
NTP Adobe Acrobat
HP Open View Citrix
Remedy VMware
McAfee AntiVirus Terminal Services

About Me:

• Outside the box thinker who uses both his experiences in Information Technology and life to develop solutions with the company as a whole in mind.
• Motivated problem solver who proactively looks for trends and solves the issue at its root rather then provide patch work solutions.
• Believes in communicating knowledge and ideas through collaborative meetings, knowledge bases, and technical documentation.

PROFESSIONAL EXPERIENCE:

Confidential,Baltimore, Md ~ Nov. 2007 to July 2009
Desktop Support Analyst

• Provided Tier 2-3 trouble ticket support for over 1,500 high demand users.
• Acted as the Subject Matter Expert and main point of contact for Campus Support for McAfee Anti Virus and Guardian Edge hard disk encryption.
• Scripted many daily tasks such as adding and removing printers, PC defrag and clean up, and software installs.
• Oversaw and aided in multiple large department relocations and equipment moves.
• Participated in and helped plan for Disaster Recovery exercises and procedures.
• Collaborated with multiple divisions to come up with cost and time saving procedures.
• Implemented training program to increase overall knowledge of commonly used applications.
• Wrote install and technical guides for many in house developed applications to be used by technical staff.

Confidential,Baltimore, MD ~ June 2007 to September 2007
Help Desk Analyst II

• Perform daily task for Windows 2003 network environment.
• Respond to request via telephone, voicemail, and e-mail. Remotely access user’s workstation to troubleshoot and resolving technical issues.
• Logs and maintain customer request with Magic/SDE tracking systems.
• Responsible for managing clients Outlook and Active directory accounts.
• View and confirm granted access request information before issuing access to shared servers and applications.
• Troubleshoot VPN and remote connections for Laptop and MDT tablets.
• Enable and reset token and mainframe accounts.
  
  Confidential,Baltimore, MD ~ June 2006 – October 2006
• Computer Systems Technician Lead
• Responsible for System Admin and Helpdesk functions for over 500 users. User management, trouble ticket resolution, tape back-ups.
• Created various tools to aid the Helpdesk staff as well as end users using custom MMC’s.
• Main contributor in hardware refresh, including scheduling, recovery, and transfer of user data and programs and overall user satisfaction.
• Wrote Tips and Tricks articles in the company newsletter to educate end users and reduce incoming call volume.
  Confidential,Chantilly, VA ~ 2005 -2006
• Lead Help Desk Analyst/ Jr. System Engineer.
• Engineered and installed, managed large scale DoD redundant Disaster Recovery system solutions for the following applications Symantec Ghost, Symantec Antivirus Corporate Edition, Windows Software Update Service, Sanctuary Device Controller, Quest Intrust, Intuit Track-IT, HP Insight Manager, Manage Engine OpManager, in a Window 2003 Active Directory environment.
• Installed and configured MS SQL Server 2000 to support numerous front end applications.
• Helped in development of Standard Operation Procedures, White Papers, not only for particular applications, but the system and their responsible parties as well.
• Preformed duties typically associated Hardware Technician including, hardware maintenance on HP Servers, Dell PC, HP and Cybex KVM’s, Cisco VOIP phones.
• Acted as Lead Software and Hardware Purchase Requisitioner, performing product research, testing and final product acquisition using Peoplesoft.
• Engineered and proposed Network Time Protocol Server solution to ensure accuracy, and synchronization of Network and Systems Services.
• Responsible for training new employees on the complex network administration, and help desk tools, as well as giving them a basic overview on the overall system design and architecture.
• Aided in the development and roll out of 10 new sites, including performing initial site surveys, creating Active Directory\\ Exchange account user, creating users smart cards, adding and creating IP Addresses Zones in DHCP for their workstation, servers, and VOIP phones.
  Confidential,Woodlawn, MD ~ 2004 – 2005
• Windows Image Capture Specialist
• Tier III systems support for the 30,000 + user Social Security Administration Image Capture network.
• Responsible for managing Remedy ticket queue ensuring that the responsible parties received the ticket and following up to ensure end user satisfaction.
• Advanced Windows 2000 Server trouble shooting of network applications, and protocols, including Ascent Capture, Message Plus Openview, IBM DB 2, Argent, TCP/IP, PCML, DNS, and DHCP.
• Advanced Windows 2000 Server system configuration, and implementation, and upgrading through manual means as well as Windows Remote Desktop Tool.
• Ensured Image Capture Servers system configuration compliance and standardization through development of SOP’s and policies.
  Confidential,MD ~ 2003 – 2004
• Systems Technician
• Responsible for implementing all Remedy System Manager changes and proposing helpdesk trouble tickets solutions and architecture design.
• Lead Advisor on Remedy Consolidation Program.
• Lead Server Installer in charge of coordinating, implementing, and configuring TS-SCI Windows Active Directory domains for multiple off site installs including the Pentagon, Navy Top Gun School, CIA and DIA as well as many other intelligence based site around the world.
• Preformed Tier II\\III Systems Support and Training for JDISS Intel users as well as their Systems Administrators advising and supporting them on System Migrations and Updates.
• Preformed operational evaluations of both commercial and government software applications and patches to ensure reliability and compliance with DoD standards.
• Managed all aspects of JDISS helpdesk including assigning tickets, writing SOP‘s, and providing training on intelligence based applications as well as Microsoft based applications.
• Installed, configured, and troubleshot mission and intelligence applications including JTT, BVI, STK, C2PC, and Flight Control as well as many commercial based applications.
• Designed easy to use web based Help Desk work flow tutorial to for Tier I Help Desk Support Staff, to easy in the efforts of the Remedy Consolidation Program.
• Proposed and implemented Symantec Ghost as a solution for large automated installations of windows clients.
  Confidential,Aberdeen, MD ~ 2002 – 2003
• Information Security Officer
• Responsible for base network security, virus prevention, and DOD IAVA compliance using various system and network monitoring and vulnerability assessment tools including SNORT, Zone Alarm, STAT, MSS, and ISS.
• Researched and Approved software and hardware for uses on a government domain.
• Prepared vulnerability trend and analysis reports and presentation for government DoD officials.
• Implemented new security updates and patches using SMS remote administration tool.
  Confidential,SD ~ 2000 – 2002
• Computer Systems Operation
• Responsible for rapid world wide deployment of communications support to DoD Theaters, including design, and configuration, of deployed base networks through implementation of networking equipment, CISCO routers, switches and hubs, Windows NT Domain Controllers, Exchange Servers, KIV-7 and 19’s, and NES’s all through a mobile satellite reach-back.
• While deployed to Al Jaber Air Base, Kuwait during Operation Enduring Freedom administered base domain with over 2000 users.

Certifications and training:

• US Air Force Air Expeditionary Award
• US Air Force Commendation Medal
• US Air Force Ellsworth AFB “Airmen of the Year” award
• MCSE Windows NT and 2000

Education:

• Completed Communication Operations Training with a 95% test average. Top in class.
  
• Graduated Honor Graduate