Skills

Please use this table to list the skills noted in the Required/Desired section of the requirement. In addition, please respond with the years of experience for each skill and the last time each skill was used. Add or delete rows as necessary.

Employment History

Confidential

Desktop Support Engineer

Responsibilities:

• Supporting 500 users with Desktop Services.
• Setting up new systems, using Images, PC hardware, rebuilding systems, and upgrading current systems to Windows 7 64-bit .
• Support and configure Microsoft Office 2007/2010 and configure Outlook accounts.
• Utilize Active Directory to create and manage Computer Objects on the Domain.
• Provide Software/Application support including troubleshooting, repairing, installations, and re-installations.
• Support/troubleshooting of McAfee Endpoint Encryption.
• Support/training users on Connect Backup to Iron Mountain.

Technology Used: MS Office 2003/2007/2010 Adobe Pro Ver 8and9, Cisco VPN and Anyconnect. Windows OS XP, Vista, Windows 7, and Mac OS 10.X

Confidential

Service Desk Agent

Responsibilities:

• Service Desk Analyst for Connectivity and Communications team.
• Support customers via phone concerning Outlook, BlackBerry, Network, and system support.
• Assisted users by adding their BlackBerry to the BES, or the BAS, and walked through Enterprise Activation.
• Assisted with configuring Outlook profile, creating Personal Folders, as well as managing their mailboxes.
• Assisted with password resets, password changes, account lockouts, and access to network printers, and network shares.
• Assisted with Cisco VPN connectivity issues, log on issues, VPN installation, and configuring of VPN application.
• Assisted users with mapping to their Network drives, as well as Network printers, copiers, and scanners, as well as Hand-held devices, Ipad, and Iphones.
• Support Windows XP, Windows Vista and 7, Mac OS 8, 9, and 10x.
• Supported Sharepoint access as well as administration of Sharepoint sites hosted by Connectivity and communications team.
• Listserv experience.
• Blackberry.Ipads and Iphones, and tablet P.C.S.
• Mcafee and Norton AV, and Norton Ghost/ Active Directory and Active Roles

Technology Used: Mcafee and Norton AV, and Norton Ghost/ Active Directory, MS Office 2003/2007/2010 Adobe Pro Ver 8and9, Cisco VPN and Anyconnect. Windows OS XP, Vista, Windows 7, and Mac OS 10.X

Confidential

Senior Desktop Support Specialist

Responsibilities:

• IT Desktop Support Specialist Research Services Branch National Institute Of Mental Health and National Institute of Neurological Disease and Stroke
• Responsible for the Daily Support of over 800 users and computers.
• Responsible for the support of Windows based Operating systems. Windows 2000, and XP, Windows Vista as well as Windows 7.
• Responsible for the daily support of Macintosh computers. Operating Systems included Mac 0s 9 and Mac Os 10.
• Configured Outlook accounts at the Desktop. Configure workstations, running Windows 2000, and XP Vista and Windows 7. Built and rebuilt, as well as imaged desktops and laptops. Configured Norton Enterprise Anti-virus SW, and also MacAfee Corporate Edition. Also supported MS Office 2000, Office XP, and Office 2003 and 2007.
• Imaged Dell 755 Desktops for AO office as well as AHCS with standard OS as well as standard Office applications.
• Tracked Trouble Tickets using Remedy.
• Used Active Roles as well as Active Directory to reset user passwords, add computers to the network, as well as manage and move objects from select OUs.
• Setup and configured Palm handhelds, Blackberrys and other handheld portables.
• Assisted users with mapping to their Network drives, as well as Network printers, PC hardware, copiers, and scanners, as well as handheld devices, Ipad, and Iphones.
• Assisted with Aspect and Cisco Phone systems for the end user.
• Project Lead for Deployment of 750 Dell workstations, as well as laptops, for NIH refresh project.
• Also setup VPN accounts on laptops. Configured remote software application for Laptops.
• Replaced hard drives, rebuilt both computers and Macs, and recovered data from hard drives, and backup media devices.
• Utilized Active Directory, to manage users, computers, resetting of passwords.
• Encrypted 800 Laptops, as well as Desktops, including Macs, using Pointsec, Checkpoint Mobile Technology Software App.
• Encrypted Intel based Mac laptops using PGP Full Disk Encryption
• Computer Security Network Security, CISSP and Cisco CAN training.
• Became Lead Support on Encryption of all mobile devices. And in recovering of mobile devices.
• Awarded NIMH Director's Award for Significant Achievement June 2008.
• September 8, 2008 Awarded Kelly Distinguished Performance Award.
• August 12, 2009 Awarded Kelly Distinguished Performance Award
• Technology used: Windows OS 2000, XP, Vista, Windows 7
• MS Office 2000, 2003, 2007, and 2010
• Adobe Reader and Adobe Professional, Mcafee and Norton AV, and Norton Ghost
• Cisco VPN and Anyconnect.
• Also set up, configured Network Printers, MFP, and scanners.

Technology Used: Network Security, CISSP and Cisco CAN, MS Office 2003/2007/2010 Adobe Pro Ver 8and9, Windows OS XP.

Confidential

Desktop Support and Systems Analyst

Responsibilities:

• Supported Encompass and Trakker
• Utilized UNI-CENTER S/W
• Supported Cerner App. Utilized Citrix Meta-Frame for our workstations.
• Support and configure Microsoft Office 2007/2010 and configure Outlook accounts.
• Supported desktops including Microsoft Office Applications and network printer connections.

Confidential

Senior Systems Administrator and Senior Desktop Support

Responsibilities:

• Installed and configured WindowsNT Workstations
• Installed and configured a wide range of software Apps
• Project Lead for the deployment of 800 Gateway computers, replacing Windows NT 4.0 workstations.
• MS Office 2000, 2003, 2007 and 2010
• Installed, configured, and trained users on Outlook
• Key Support for TMA S/W, CAPSW S/W, and Orma Application
• Setup and configured over 800 WindowsNT workstations with absolutely no loss of users' data during transfer
• Since Jan.2002, was key support for Orma/Cerner Millennium Application Rollout. Performed so well, was offered and accepted position of Systems Analyst at WRAMC
• Have been awarded 4 Outstanding Customer Service Awards
• Backup Microsoft Exchange Administrator. Created e-mail accounts for the new users.
• Certified D.O.D. ISSO Level 1

Technology Used: MS Office 2003/2007/2010 Adobe Pro Ver 8and9, Cisco VPN and Anyconnect. Windows OS XP, Vista, Windows 7, and Mac OS 10.X, ISSO Level 1