SUMMARY:

• Provide professional, courteous, and resourceful service to all levels of contact for 14 years’
• Knowledgeable on Windows Vista, 7, Server 2003/2008R2, MS Office 365, 2007 & 2010, Remedy, BMC Magic, Footprints, LANDesk. Provided support via desk side, phone & remote levels 1, 2 & 3 within a DOD environment.
• Provided daily Tier 2 desk side support to VIP Confidential Government, Civilian and Contractor end users, performed daily software Installs, such as COTS, ARTS, Adobe, CPAP, desktop manager, Microsoft office suite, Cisco VPN 4.0.2, 4.8.0, 5.0.1.
• I possess excellent troubleshooting and problem - solving skills, display courtesy and sensitivity. Detail Oriented in all endeavors.
• Provide professional Tier II support to MIL, CIV, & CTR on NIPR & SIPR Thick & Thin Client systems both hardware-software, Certified LRA creating SIPR tokens using TMS Portal, PKI registration, 90 Meter, AD, ARS, Windows 2012R2, Tanium
• Exposed to a Windows Server R2 environments solving INI file issues on a Confidential / Confidential Network.
• Tools to troubleshoot MS Outlook 2007, desktop issues, Cisco Unity Connection Administration

TECHNICAL SKILLS:

Desktopslaptops: VDI thin clients by Confidential Wyse, Multiple Printers local-network-multifunction, by HP, Ricoh, Savin, Xerox, Hand Held-Blackberry, Smart Phones, Monitors-Flat Panels Dell, HP, Panasonic View Sonic, CAC Reader, Wi-Fi Configuration, VOIP Phone Setup, PC Deployment Tasks Active Directory, Adobe Acrobat, MS Office 2007, 2010, 2013, MS 360, COTS, Non-Standard, McAfee, Symantec Anti-Virus, JAVA, Cisco VPN, Remote Tools-BombGar, Dame Ware, Remote Desktop, SMS, ScanPST, ScanOST, I.E., Firefox, Chrome, Google, Technet, Basic Load, Ticketing-CA Unicenter, BMC Magic, Footprints, Remedy, LanDesk, Active Directory, Windows 2012R2, Tanium, Win Merge, 508-JAWS, Data Armor Encryption, Active Role Server

Tools: Ghosting, Reimaging, Password Reset, GP Update, Flush DNS, Network Commands, Drive Mapping, Migration, DCO, VDI Platforms-VMware, vSphere Client 5.0, Terminal Server, Window SCCM, Computer Management Console, Citrix Receiver, System Tools, ARS, Data Armor Policy Server MMC

Windows OS s: Windows XP, Vista, 7, 8, 10, Windows Server 2003, 2008, 2008R2

EMPLOYMENT HISTORY:

Confidential

Desktop Support/ Local Registration Authority

Responsibilities:

• Provide daily walk-up, remote and desk side support to silver level customers on a Windows 7/10 platform
• Currently upgrading ALL desktops/ laptops to Windows 10 OS, troubleshoot and resolve issue that arise
• Tools - Remedy, Bomgar, Dame ware (SIPR Only), RDP, Skype for Business (Lync) both NIPR/SIPR
• LRA duties, create, pin reset SIPR tokens using TMS portal, DEPO, CIW-90-meter Smart Card Manager on classified system

Confidential

Windows 10 Migration Technician

Responsibilities:

• Performed windows 10 migration on hundreds of new and used desktops and laptops within a DoD environment
• Imaging via network W/PXE, deleted used systems from Active Directory and SCCM before reimaging
• Follow-up assistance, trained users on various functions with dual monitors, email setup and profile issues

Confidential

Technician IV/Wireless Analyst

Responsibilities:

• Daily exposed to iPhone 5s, 6s, iPad Air, Air Cards, CAC Readers
• Scanning new inventory entry into the Navy Portal Database Navy
• Set up, process and create build-outs for the mobile devices using NET
• Assist customers with IOS upgrades and other issues
• Work within the Wire Tool to perform daily assigned device tasks
• Writing of simple SOP’s, create spreadsheets for weekly device inventory
• Responsible for safe disposal of used batteries and other duties as assigned

Confidential

Help Desk Technician

Responsibilities:

• Nightly exposed to a Windows 7 VDI NIPR/SIPR environment solving issues on a JS J6 Network 24X7 365
• Provide professional Tier II support to MIL, CIV, & CTR on NIPR & SIPR Thick & Thin Client systems both hardware-software, Certified LRA creating SIPR tokens using TMS Portal, PKI registration, 90 Meter, AD, ARS, Windows 2012R2, Tanium, Profile Unity, Portability folders, BMC Remedy Web Version 7.6,
• Perform remote assistance on dame ware, Virtual Apps, Storefront, Citrix Receiver

Confidential

Help Desk Technician

Responsibilities:

• Currently exposed to a Windows Server R2 environments solving INI file issues on a Confidential / Confidential Network.
• Familiar with STIGS on Swathes, COOP
• By customer interaction via phone and DCO Meetings, remotely troubleshoot JK Update, JK Search issues surrounding data being pulled from a Top Tier server down to a Mid-Tier server. Create Visio 2010 diagrams of Server Rack infrastructure, Inventory
• Perform JKCS (Joint Knowledge Cache Server) installs and upgrades
• It’s a highly detailed oriented atmosphere in which it helps to perfect the work performed
• Familiar with AMRDEC SAFE, JTDI, ASTATS, Visio Drawings

Confidential

Desktop Engineer

Responsibilities:

• Excited to provide verbal and hands-on technical assistance to the Confidential Air Force, Army, Navy, and Industry personnel. A desktop, laptop, and thin client environment. WYSE Z90, CISCO, HP. Provide desk side to customer’s Knowledgeable with VMware, vSphere Client 5.5, Sun Ray Administrators, to reset, restart & terminate VDI sessions for login ability to CAC/PIV users, map network printers, configure CAC Authentication, AD, Group Policy Windows 2008R2, (Remote Desktop Connection) Admin Tools, MS Outlook 2007, desktop issues, Cisco Unity
• SharePoint Issue Reporting tool for trouble tickets, VOIP phone setups/port security
• VDI deployments on WYSE thin clients, VDI Imaging using TERADICI Console

Confidential

Senior Help Desk Analyst

Responsibilities:

• Additional duties include, as mid-shift primary, monitoring the Accounts & RSS organizational mail boxes containing service requests via email.
• QA DD 2875’s & Supplemental forms for accuracy for new account request, forward on to network security for processing.
• Remedy tickets are generated for all calls and escalated to the NOC, SysAdmin, or Break Fix solver groups when necessary. Shift 10:00 pm to 7:00 am 24X7 365 Operation.

Confidential

Desk Side Support

Responsibilities:

• Take pleasure in providing face-to-face desk side support to Military, Civilian, Government & Contractor personnel on hardware - software issues on NIPR/SIPR.
• Hard Drive cloning and configurations, desktop-laptop preparation and deployment.
• Windows 7 migration setups, standard and non-standard approved software installs.
• Desk side support provided on multiple domains such as EITSD OSD, PFPA, and WHS.
• Troubleshoot CAC card login, Data Armor Encryption, Outlook PST’s, Cisco VPN, Juniper, printer errors
• Deploy NIPR-SIPR dual monitor setup, configure KVM switch box, printer setup, installs. Use of MMC Using Administrator Rights. Tools ARS, RPM, MMC Policy Server, Remedy, Dame Ware remote.
• Active Directory administration, password resets, computers-groups to proper OU’s

Confidential

Help Desk Analyst

Responsibilities:

• Provided tier 1-2 phone, desk side, and walk-in support, to Government, Contractor and SES personnel in a professional manner.
• As a first line support technician, calls are taken from our customers working in-house, teleworking, and in the field needing resolution to issues such as VPN connectivity, VPN Map Drives, account unlocks, MS Office 2007/2010, outlook PST, Word, Excel, network connectivity, printer installs, internet and email issues.
• Software installs/troubleshooting such as voltage encryption, team mate, VZAccess Manager, Verizon Broadband etc.
• Confirmed wireless & hardwire connectivity for off-site usage. Provided temporary CAC cards when pre-approved, personalized attention to customers experiencing problems with new account first time logon, new smart card 10-digit EDIPI registrations, publishing CAC s to allow for sending and receiving encrypted emails.
• Utilized tools to efficiently assist customers such as bat files, gpupdate /force, No CAC, Registry SCFORCE command to allow admin login, backup.bat, restore.bat, enableusb.bat, Active Directory, 2003 Citrix Server. Also Scan.PST repair, generic user profile repair, dame ware remote access via barcode or IP address, server-side active directory, Footprints trouble ticket system. Scheduled customer service using SharePoint Calendar
• Windows 7 and MS Office 2007/2010. Acted as TEAM Lead Backup when necessary.

Confidential

Help Desk Technician

Responsibilities:

• Provided daily Tier 2 desk side support to VIP Confidential Government, Civilian and Contractor end users, performed daily software Installs, such as COTS, ARTS, Adobe, CPAP, desktop manager, Microsoft office suite, Cisco VPN 4.0.2, 4.8.0, 5.0.1.
• Hardware installs regularly like HP printers, brother faxes and Multifunction Printers.
• Supervised desktop-laptop deployments by agency, RD, NCRS, and FSA. These were strategically planned and carried out to accommodate the customer by schedule and availability. Notated ways to improve operation and to provide optimum service to customers.
• Imaged, reimaged Outlook setup troubleshot loss of VPN connections, home wireless setup and reset VPN passwords via Active Directory.
• Monitored BMC magic ticket queue carefully prioritized each service request with concern for all levels and positions.
• Supported Windows XP Pro and MS Office 2003.

Confidential

Migration Technician/Deployment Night Lead

Responsibilities:

• Performed daily workstation deployment rollouts in the field on Confidential Military grounds.
• Migrated from Windows 2000 to Windows XP via MAT Tool 6.0.1.
• Installed printers, Scanners, Verizon Air cards, non-standard software.
• 100% travel; performing Confidential Tech refreshes on the East Coast.

Confidential

Application Support Analyst

Responsibilities:

• Provided Tier 3 user support for locally developed Business Application Software as well as Microsoft Office Suite to 10,000+ Military Personnel at the Pentagon / Worldwide in a timely manner.
• Provided resolution for government contracts within the eDarts application portal.
• Support using Dame Ware remote tool to promote (FCR) first call resolution.
• Resolved trouble tickets logged in Remedy IT Service Management 6.00.01.
• Assisted customer’s having trouble completing various contract applications.
• Provided desktop support within the Pentagon for hardware and software issues.

Confidential

Desktop Technician/Shift Supervisor

Responsibilities:

• Provided phone and desktop support, assisted end users with a variety of desktop issues.
• Active Directory- create / unlock user accounts, printer groups, password resets
• Used Run command, accessed various servers, network drives, CMD prompt / ipconfig.
• DHCP, DNS, TCP/IP, static IP address settings, network connections.
• SMS & CA Unicenter desktop Remote Access Tool.
• Performed user profile backups by moving users profile to a network drive.
• Imaged Laptops and Desktops via Symantec Ghost Server join machines to the domain.
• Provided support to users having desktop and printer issues both local & network.
• Supported MS Office Suite, configure & troubleshoot Outlook mail profiles.
• Supported Windows 2k Pro & Windows XP Pro Os’ / NIPR & SIPR platforms.
• Performed CAC card reader installations, publish CAC s to GAL.