TECHNICAL SUPPORT SPECIALIST
Customer focused technical professional with hands-on experience delivering vital support and expertise in a variety of fast-paced and integrated environments.Over 13 years of experience performing a wide variety of Technical Support which includes but are not limited to the following: MS Office 2003/2007/2010, BlackBerry Enterprise Server, Citrix ICA Client, Active Directory, Symantec PC Anywhere, Adobe Acrobat, Symantec Anti Virus, Symantec Ghost v9, VERITAS Backup Exec 9, Remedy, Touchpaper, Lotus Notes, Mac Mail, Entourage, Microsoft Management Shell, Interwoven Desksite/iManage, Workshare Professional, BlackBerry Desktop Manager, iNotes, eTime, Support Magic, Windows7, Windows Vista, Windows XP, Cisco VPN, ListServ, Right Fax, Marimba Client, Share Point, Call Manager Voice over IP System, ActivClient, Lexis/Nexis, West Law, Cisco Call Manager , PKI Certs, Avaya IP phones, Laptops (Dell, Mac, IBM, HP), Desktops (Dell and HP) Xerox, HP and Canon printers, Black Berry’s, and iPhones.

Confidential Bethesda, MD
Technical Support Specialist II 5/2010-11/2011

• Provide technical support via phone, in-person, remote and e-mail to more than 30,000 NIH Staff. Responsibilities include creating end users account on the Blackberry Enterprise Server (BES) and activating/troubleshoot an array of Blackberry devices. Assist the end users with installing Cisco AnyConnect VPN Client on their work or home PC/Laptop and verify the customer is able to access their network drives and PST Files while connected. Work closely with NIH Administrator Officer to ensure new employees are provisioned in NED for a Network and Exchange Account.
• Assist staff with creating and managing NIH ListServ lists and configuring MS Office Lync 2010, Entourage, MS Outlook and Mac Mail on their Mac or Dell PC. Provide first tier support to customers that are experiencing network account lockout by use of NIH Password Security Portal and Active Roles. Assist the end users with managing their mailbox size by creating archive email folders which are saved in their home directory. Troubleshoot problematic MS Word documents that include styles, schemes and formatting issues. Provide support for PKI Smart Card Readers, PKI Software Certificates and Publishing PKI Certificates to the GAL.

Confidential Washington, DC
Technical Support Specialist 8/2006-5/2010

• Provide technical support to over 500 Attorney’s and Staff. Responsibilities included answering customers inquiries in person, via telephone and e-mail concerning systems operation. Log service requests for both hardware and software in Support Magic ticketing system. Install, connect and test hardware and peripheral components such as monitors, keyboards, printers, disk drives RAM, KVM switches and modems on user’s premises and manage user access needs for network-based equipment. Ghost imaged Dell Desktops and Lenovo (IBM) Laptops and performed backup/restore of customer data. Team Lead on Office Rollout for MS office 2007, Workshare Professional and PC DOCS Open document management system.
• Assist Attorneys and their clients with wireless connection to the network and support users with VPN dial-up issues. Refer major hardware problems to appropriate service personnel or vendors for correction. Support user account information including network and e-mail passwords. Activate and troubleshoot Apple iPhones and a variety of Blackberry devices. Responsible for the installation of Desktop Manger software onto the user desktop and or laptop and assist users with MS office applications and Macros created by McDermott. Protect remote communication capabilities through configuration and management of BlackBerry accounts, while providing support for all IP phones.

Confidential Washington, DC
Help Desk Support Specialist /Network Administrator 10/2005-8/2006

• Provide first line technical support to over 1300 Field personnel, Contractors and Government employees. Create and delete ADS and NDS accounts for Government/Contractors and assist with account lockouts. Update email request in the GAL and create RAS accounts and assigned passwords. Provide detailed documentation for all IT Support calls by the use of Support Magic call tracking system. Organize and maintain supplies.
• Provide technical application support for MS Office Suite. Managed all assigned trouble tickets and escalated unresolved issues to the next support level. Provide end users with detailed remote access knowledge, supporting VPN, Citrix, Terminal Server and broadband connection. Maintain and updated personnel files for the onsite/offsite employees for the FHWA contract. Ensured the highest level of user satisfaction through effective listening and problem solving. Participated in the installation, configuration and upgrade of computer hardware and software and assist Network Administrators with changing backup tapes, and resetting network passwords.

Confidential Washington, DC
Help Desk Support Specialist 4/2001-9/2005

• Provide technical support via phone and email to over 1000 Attorney’s and Staff. Responsibilities included answering, evaluating and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. Inform the users of any global problems or scheduled down times as directed by IT Management.
• Train new hires on how to use MS software applications and the Cisco phone systems. Responsible for setting up and monitoring Video Conferencing calls by use of the Video Conferencing equipment. Participate in the installation, configuration and upgrade of computer hardware and software. Responsible for Programming AT&T and Verizon Blackberry’s along with Secure ID Keyfob for the Partners and Legal Staff to use. Participate in special projects such as office and computer equipment moves, along with the deployment of new firm macros and applications.
• Provide end users with detailed remote access knowledge, supporting VPN, Citrix, Terminal Server and broadband connection. Investigate and resolve software and hardware problems for on site and remote computer users. Create Trouble Tickets using Support Magic for validated server issues and escalate to appropriate resolution queues. Provide technical support for desktop CPU’s, laptops and accompanying peripheral including desktop and network printers, scanners, keyboards, and monitors.

Confidential Washington, DC
Application Support Specialist 7/2000-4/2001

• Responds to end user calls as a first line of technical support. Provide end users with detailed remote access knowledge, and furnish Level 2 engineers with complete trouble shooting information. Investigate and resolve software and hardware problems for onsite and remote computer users. Provides Lucent G2 telephone support and maintain log of user problems and resolutions.
• Forward user to appropriate area for advance problem resolution. Create Trouble Tickets using Lotus Notes for validated server issues and escalate to appropriate resolution queues. Provided hands-on troubleshooting, repairing and installing PC's, laptops, printers, and other peripherals.

Confidential Reston, VA
Technical Specialist/Administrative Assistance 1/1998-7/2000

• Interact with Government and private sector clients all over the U.S. to keep them abreast of all pending Orders for the WAN/LAN installations. Maintain all Construction Documents, Site Surveys, PNR's, Cable Certification and Completion Reports from various sites. Collect and input time sheets by use of an Excel spreadsheet and JAMIS Payroll Accounting System. Check all Invoices for accuracy prior to submission for payment.
• Troubleshoot and answer questions regarding different Word and Excel functions for staff. Prepare, submit and track all travel expenses from the "fly & fix" employees of the Control Center. Process all purchase requisitions for Census and SSA. Developed ways to improve the requisition process. Record, run and edit macros for Unisys Corporation.