OBJECTIVE

Seeking a challenging Senior Helpdesk Specialist/Team Lead or TECHNICAL SUPPORT SPECIALIST or WINDOWS OS MIGRATION/DEPLOYMENT SYSTEM ADMINISTRATOR position in which I may utilize my Data Encryption Security experience.

EXPERIENCE

CURRENT POSITION IS WITH Confidential

SYSTEM ADMINISTRATOR

• Provided on-site technical customer support with focus on client satisfaction service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross platform 700 end-user Intel-Based Mac and PC environment also provided support for Windows 8.1 Bit9 parity Bit Locker App Locker Office 365 and Active Directory Support and also cost and benefit analysis of current existing systems VS. New Systems integration
• Completed or Closed on average 15 to 25 Tickets per day to meet SLA Agreement in Service Now and Remedy ticketing Systems for multiple clients.
• Created VB Scripting subroutines for data transfer migrations of end-user customer data.

Microsoft Windows 8.1 OS Support Initiative

• Provided One-on-One and Group Training on the functionality differences of Windows XP OS and Windows 8.1 and how to use the Metro Desktop interface VS the Common Desktop Interface of Windows 8.
• Also provided analysis and created documentation of recurring problems and tips and tricks for common end-user computing tasks. Software installation or apps and local end-user accounts setup and configuration for AIS systems GOTS COTS products and Apps for the Windows 8.1 OS environment. Created SOP for installation work-around for Windows 8.1 OS problems.
• Also created Migration Checklist for Deployment of Windows 8.1 from Windows XP.
• Microsoft Office 365 Cloud Support
• Provided technical desk-side support for MS Office 365 products in an enterprise environment. Included the creation of Office 365 E-mail Set-up Calendar MS Office suite and Microsoft Lync Instructions for Windows Systems and provide One-on-One How-to Consultations to assist users with the first time login and setup of Office 365 Suite products in a production environment.
• Also when system problems arise completed Microsoft Technical incident templates to forward to the Microsoft Office 365 Technical Support Helpdesk team and waited for a technical response from the MS Office 365 Technical Support Helpdesk so that I could resolve the issue or alert my management and end-users that a resolution has been accomplished and the bug fix or patch has been applied.
• Used MSTSC Remote Desktop Connection to remotely access remote workstations
• Provided software application and desktop configuration support for Windows 7 OS SP1 and MAC OS Mavericks version 10.9 and MAC OS Snow Leopard version 10.5 .
• Installed and configured Dual boot OS Installation for Intel-Based MAC OS X PC s to contain the Windows 7 OS SP1 on separate partitions of MacBook Pro PC s using Boot Camp 4.0 and Version 5.1
• Installed TCP/IP printers and other external hardware component devices supported MS-Office 2008 suite and upgraded end-users and provided on-sight support for MS-Office 2011. Installed and provided troubleshooting support for hardware peripherals for the Intel-Based Mac PC s Windows PC s Provided extensive Technical Deskside Support for the Corporate MAC and Windows PC environment to Corporate Executives. Cleared PRAM on MAC OS computers when necessary and went into the System Preferences to restore system settings and preferences that resetting pram and alter.
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes
• Also used the LDAP PROTOCAL for querying and modifying items IN directory service providers AND for communicating with Active Directory
• Provided support for mobile devices including Blackberry iPhone and iPad
• Provided assistance to clients for day-to-day operation of standard supported COTS software and AIS systems Customized Software Systems or Government Off-the-Shelf software GOTS
• Consulted with clients and team members to provide hardware and software recommendations for the current workstations configuration for both Intel-Based MACS and Windows PC s
• Documented all work performed and verbal communication with end-user clients Work within help desk ticketing system using the current version of WebBased The ServiceNow Incident Ticketing System
• Ensured assigned Service Desk tasks and tickets are kept up to date regularly and that support issues are resolved in a timely manner and within SLA
• Identified and escalated priority issues to management
• Responded to customer requests for assistance by phone and in person
• Determined and researched user questions and isolate and resolve information systems problems
• Installed configured and supported workstation and network hardware and software
• Diagnosed hardware software and operational problems and took remedial actions or recommended procedural changes
• Diagnosed and resolved incidents in a timely manner to prevent work stoppage for the end-user clients
• Updated and maintained procedural documentation
• Installed and configured a wide variety of peripherals such as monitors keyboards and printers
• Captured and deployed workstation images that include operating systems and productivity applications
• Responded to communications from team members within timelines established by the organization s communication standards
• Accurately logged and distributed all support requests. Acknowledged troubleshoot and resolved all assigned tickets escalated and followed through as prescribed
• Recommended scheduled and performed PC hardware upgrades when required subject to approvals
• Supported development and implementation of new projects and installations
• Encryption process implementation for Laptop configuration within the organization using PGP for Game Clients Support and McAfee for non-game client support.
• Apply Group Policy Updates and modifications to Group Policy when directed.

Confidential

Windows Migration Engineer/Technical Support Specialist

• Encryption process implementation for Laptop configuration within the organization
  • McAfee EPO /McAfee Agent
  • McAfee VSE VirusScan Enterprise
  • McAfee HIPs Host Intrusion Prevention
  • McAfee Endpoint Encryption for PCs EEPC
  • McAfee GTI Proxy
  • McAfee Application Control
  • McAfee Change Control
  • McAfee Machine Recovery and encryption password reset
  • BartPC or WinTech
  • Document and process / procedures for building the above mentioned McAfee components
  • Provide training to client resources
• Used MSTSC Remote Desktop to remotely access remote workstations
• Ghost imaging of workstations desktop configuration data migration and data encryption using the PGP encryption and Administration software.
• Migration/Deployment and in-place upgrades of Windows OS XP SP3 to WINDOWS 7 SP1 Help- Desk Desktop and Network Support in a BREAK/FIX ENVIRONMENT on various Intel HP and Dell Micro-Computers containing 1500 end-users.
• Provided on-site technical customer support with focus on client satisfaction service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross platform 700 end-user Intel-Based Mac and PC environment or 100 MAC Users and 1400 PC End-users on-site and remote.
• Completed or Closed on average 10 Tickets per day to meet SLA Agreement
• Planned and coordinated installed and imaged configured patched upgraded and maintained Wintel Citrix Desktop Client and VMWare technologies for third party labor Auditing systems for PWC.
• Provide technical assistance in migration of client computer systems from Windows XP SP3 to Windows 7 SP1 platform
• Followed the set of client procedures to backup/save data image and restore settings to new or existing computer systems
• Mapped network printers and installed applications and managed PC/REFREASH AND deployment listings for deployed desktops and laptops commissioned to the work production environment
• Acted as Subject Matter Expert and Technician for project team to assess and resolve any issues to complete the migrations deployment
• Documented and certified completion of migrations to project team thru QA assessments.
• Provide Phone and On-Site support to Navy Medicine Information Systems Support Activity NAVMISSA and PriceWaterhouseCoopers end-users using MS-Office 2007-2010/2013 Adobe Professional and other COTS products and HP Dell Xerox Ricoh Printer Support for both Windows and Mac
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes
• Provided excellent customer service and follow-up for all customers that call into the support desk.
• Maintained reviewed and complied with all distributed documentation that pertains to products supported or operating procedures.
• Understood and implemented proper procedures for logging into the ACD Phone help-desk system and maintaining a status of AVAILABLE when not scheduled for a break or other efforts scheduled with Lead Analyst or Manager
• Assisted other analysts as necessary with support issues and escalations
• Performed analysis auditing forecasting research and report generation
• Responded to resolved and made decisions on standard/routine business requests with limited risk
• Provided Cisco VPN Client Installation and configuration for End-Users to include creation of PCF profiles Blackberry PDA Android and IPhone Support setup up devices to receive and send email and used Blackberry Desktop Manager to set and activate password for end-users .
• Used Remedy and Sybil Ticketing systems to enter Support Calls Incidents/Workorders as needed.
• Maintained and Supported Lotus Notes and Microsoft Outlook Mail Clients and other functionality of the packages.
• Installed the Oracle client version 11g to access AIS SQL Databases for the clients RDBMS.
• Some experience with POWERSHELL to run imaging scripts

Confidential

System Administrator

• Provided phone and On-Site support to Gen Re end-users using MS-Office 2007-2012 Adobe Professional and other COTS products and HP Dell Xerox Ricoh Printer Support MAC PC Support for 1500 Users on-site and Remote Support and maintained the installation backup and configuration support for 2 servers Windows 2003 servers.
• Completed or Closed on average 10 Tickets per day to meet SLA Agreement
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date change
• Used VNC for remote access to end user workstations
• Provided excellent customer service and follow-up for all customers that call into the support desk.
• Maintained reviewed and complied with all distributed documentation that pertains to products supported or operating procedures.
• Perform analysis auditing forecasting research and report generation.
• Respond to resolves and makes decisions on standard/routine business requests with limited risk.
• Provided Cisco VPN Client Installation and configuration for End-Users to include creation of PCF profiles
• Blackberry PDA Android and IPhone Support setup up devices to receive and send email and used Blackberry Desktop Manager to set and activate password for end-users .
• Used Remedy and Sybil Ticketing systems to enter Support Calls Incidents/Workorders as needed.
• Maintained and Supported Lotus Notes and Microsoft Outlook Mail Clients and other functionality of the packages.
• Installed the Oracle client version 11g to access AIS SQL Databases for the clients RDBMS.

Confidential

Migration Engineer/Desktop Support Analyst

• Provided on-site technical customer support with focus on client satisfaction service delivery quality and technical excellence supporting corporate/government desktop computer workstations and peripherals in a cross platform environment for 4000 Windows PC s 700 MAC PC s on site and remote.
• Migration/Deployment and in-place upgrades of Windows OS Help- Desk Desktop and Network Support in a BREAK/FIX ENVIRONMENT on various Intel-based in a Dell Micro-Computers
• Ghost imaging of workstations desktop configuration data migration and data encryption using the PGP encryption and Administration software.
• Provided Video Conferencing Support for end-users setting up external Dell/Epson Projectors to laptops Blackberry and to PolyCom Video/Audio Equipment.
• Provided Cisco VPN Client Installation and configuration for End-Users to include creation of PCF profiles
• Blackberry PDA Android and IPhone Support set up devices to receive and send email and used Blackberry Manager to set and activate password for end-users .
• Provided Technical Desk-side/Hardware support and Help Desktop and phone/remote software support to end-users on Microsoft Windows and Macintosh platforms
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes.
• Provide programming support as needed to fix code issues related to MS Office 2010 issues.
• Install the Oracle client to access AIS SQL Databases for the clients RDBMS.
• Provided software application and desktop configuration support for Windows 7 OS SP1 and MAC OS and MAC OS Snow Leopard version 10.5 .
• Installed and configured Dual boot OS Installation for Intel-Based MAC OS X PC s to contain the Windows 7 OS SP1 on separate partitions of MacBook Pro PC s using Boot Camp 4.0
• Installed TCP/IP printers and other external hardware component devices supported MS-Office 2008 suite 2011 and other COTS packages. Installed and provided troubleshooting support for hardware peripherals for the Intel-Based Mac PC s Windows PC s Provided extensive Technical Deskside Support for the Corporate MAC and Windows PC environment to Corporate Executives. Cleared PRAM on MAC OS computers when necessary and went into the System Preferences to restore system settings and preferences that resetting pram and alter.
• Provided support for mobile devices including Blackberry iPhone and iPad

Confidential

Technical Support Specialist

• Provided Help Desk and Desktop Support.
• Performed full Windows XP to Windows 7 migration.

Confidential

Migration Engineer

• Responsible for Migrating Windows XP to Windows 7
• Provided Technical Desk-side support and Help Desk support technical support over the phone and/or remote control software to end-users on Microsoft Windows 7 Professional Operating System

Confidential

Desktop/Workstation Support Engineer

• Migration/Deployment and in-place upgrades of Windows XP SP3 OS to Windows 7 SP1 OS Help- Desk Desktop and Network Support in a BREAK/FIX ENVIRONMENT on various Intel and Dell Micro-Computer
• Provided Cisco VPN Client Installation and configuration for End-Users to include creation of PCF profiles
• Completed or Closed on average 15 to 25 Tickets per day to meet SLA Agreement in Service Now Ticketing Systems for MWAA clients.
• Blackberry PDA Support set up blackberry to receive and send email and used Blackberry Manager to set and activate password for end-users .
• Provided Technical Desk-side support and Help Desktop and phone/remote software support to end-users on Microsoft Windows and Macintosh platforms and network/local printing issues.
• Provided Network/Hardware/Software troubleshooting support and on the spot resolution for network issues.
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes.
• Installed printers using TCP/IP methodology Network Printer names and for Local Workstation Connectivity.
• Provide programming support as needed to fix code issues related to MS Office 2010 issues.

Confidential

Technical Support Specialist

• Provided Help Desk and Desktop Support.
• Performed full Windows XP to Windows 7 migration.

Confidential

HelpDesk Analyst

• Provided Help Desk support technical support over the phone and/or remote control software to end-users on MS Vista Operating System Win XP and some Windows 7 OS PC s W2K and MAC OS X snow leopard operating systems.
• Provide imaging and data encryption of desktop and laptops using PGP Encryption and Symantec Ghost.
• Provide RSA/ACE Secure ID Token Administration to users.
• Provided Cisco VPN Client Installation and configuration for End-Users to include creation of PCF profiles
• Provided hardware/software support for desktop and laptop systems both Intel Macintosh and Dual Core. Installed printers using TCP/IP methodology Provided Network/Hardware/Software troubleshooting support for network issues.

• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes.

• Provided Technical support/with system administration with Windows 2000 XP operating systems and Windows 7
• Blackberry PDA Support set up blackberry to receive and send email and used Blackberry Manager to set and activate password for end-users .
• Configure wireless and remote access clients hardware and software needs.
• Provided Outlook and Exchange Email configuration and support for end-users.
• Provided technical Tier I-III software support with Microsoft Office 2003/2007 Word Excel Access and PowerPoint to end-users.

Confidential

HelpDesk Support Specialist

• Upgraded HP 4600 Workstation and Dell GX620 Workstation Dual Core with Digital Video
• Provided end-user support for logging on to the Citrix environment and used Citrix Metaframe services.
• Provided technical support over the phone and/or remote control software to end-users on MS Windows XP OS and MAC 10 operating systems.
• Provided network/hardware/software support for desktop and laptop systems IBM Lenova Desktops AND IBM Thinkpad Laptops Dell AND HP and HP/Dell/Okidata/Xerox Printer Support.
• Utilized Active Directory Administration for System Administration and server systems involving Administration / Creation of user accounts Resetting Passwords assigning access rights adding desktops and laptops to the domain and to the appropriate object groups and also account expiration date changes.
• Installed printers using TCP/IP methodology Network Printer names and for Local Workstation Connectivity.
• Configure wireless and remote access clients hardware and software needs.
• Provided Outlook and Exchange Email configuration and support for end-users.
• Tracked and logged trouble call incidents with based ticketing system including HEAT and Remedy for assigning and tracking calls
• Support the mobile fleet including procuring installing and supporting blackberry devices using blackberry manager.

Confidential

Desktop Engineer

• Migration/Deployment and in-place upgrades on HP 4600 Workstation and Dell GX620 Workstation Dual Core with Digital Video to the FTC Government Community and the Government Accountability Office.
• Included imaging the workstations and implementing the setup process of the user software and communications process data migration and data encryption using the SafeBoot data encryption/administration software RSA USB secure id token PUK file and RSA administration application to encrypt and protect.
• Reset RAS USB Secure ID Tokens for Laptop and Desktop PC computers storage information.
• Provided Desktop Support and Helpdesk Support in a Structured Citrix desktop environment
• Provided end-user support for logging on to the Citrix environment and used Citrix Metaframe services which allowed me to track and remotely access or shadow and document activity end-user workstations to assist them in solving their software or user functionality problems.
• Installed the Citrix ICA Client that provides access to a Windows session running on a high-performance Citrix server for various other hardware/software products and LAN-based applications.
• Provided Web-Content Modification to HTML Code.
• IBM Private Sector Support Responsible for Windows Embedded POSReady on the IBM Point of Sale Terminals for Point of Sales Systems including Sales Kiosk and Windows Embedded CE for Mobile Phones.