SUMMERY OF QUALIFICATIONS:

• Over seven years of experience working in a desktop support, help desk and call center environment.
• Demonstrated ability to quickly diffuse contentious customer situations.
• Trained more than 20 colleagues in the use of Microsoft applications as well as technical support methods. Member of Change Management committee to approve new technologies.
• Proven troubleshooting and research skills for developing successful solutions to user’s problems, as well as ability to write effective documentation of technical procedures.

TECHNOLOGY SUMMARY:

SOFTWARE:Microsoft Office 2002-2010, Remedy AR Request, Windows Automated Installation Kit, Norton GHOST, Microsoft Remote Desktop/ Remote Assistance, Seibel Ticket Tracking, SAP, People Soft, Vertex Tax Software, Business Objects, Pro Series, Imagex, SCCM 2007, Netsight. Vmware,MS Virtual PC and MED-V.HARDWARE:IBM and HP compatible PCs and Laptops, HP, Xerox and OCE Cannon printers, mother boards, video & sound cards, monitors, CD-ROM drives, memory chips, IDE/SATA/SCSI hard drives, tape backup drives, optical drives, scanners ,IPhone, I pad and Mac Computers.

PROFESSIONAL EXPERIENCE:

Confidential, Lead System Support Analyst III, Bethesda, MD November 06/2007 – Present

• Member of a Primary Tier 3 level support for all Windows desktop and Server related issues (supporting 26,000 users in US and Canada).
• As a lead Systems Support Analyst I resolve escalated cases to my queue from Tier 1 and 2 team members. I also provide desk side support and special projects assigned by IT manager or other groups.
• Set up new VPN accounts and configure internal wireless network on workstations for users. Evaluate new and existing desktop software and hardware to make recommendations to senior management. Windows XP to Windows 7 Migration, Building WIM Images utilizing Windows AIK.
• Adding, modifying and deleting user accounts, resetting passwords via Active Directory, adding and changing NTFS and share permissions on network resources.
• Configure Microsoft Outlook on new workstations and setting up new and existing archive files. Transferring user profiles via the file and settings transfer wizard and windows easy transfer to new workstations.
• Support field users via Remote Desktop and Remote assistance. Create and modify IP Reservations on Windows 2003 Servers for Xerox and HP printers.
• Prepares and deploys new Images for desktop’s and laptop computers utilizing Microsoft Imagex.
• Provides network troubleshooting for workstation to server connectivity.
• Conducted Windows Migration From XP to Windows 7.

Confidential, Desktop Support, Bethesda, MD 02/2006 –06/2007

• Standardized and maintained PC Images (using Norton Ghost) for all desktop and laptop models.
• Provided technical support for computer related problems, via email, telephone, and hands on support.
• Provided printer configuration, troubleshooting, repair support Troubleshooting, repair Windows XP Pro and 2003 Server connectivity issues as well as Microsoft Office XP/2003/2007 and other software packages.
• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.

Confidential, Supervisor of Screening, Dulles, VA 09/2003 – 02/2006

• Worked with a full team of Transportation Security Officers, Supervisors, and Law Enforcement personnel at checkpoints and airport security staff and management. Directs the work of subordinate employees.
• Assisted with the development and implantation of local policies and memorandums relating to high security procedures that provided operational clarity to TSA staff's queries and concerns.

Confidential, Helpdesk Analyst ,Vienna, VA 06/1999 – 09/2003 

• Functioned as a consultant with Verisign Helpdesk team handling over 1,000 calls per day that represented 30,000 thousand -plus PCs and diverse group of end users.
• Managed various areas of support included broadband connectivity, account provisioning, email (Outlook, Outlook Express) and Windows installation, configuration, and upgrade issues. Maintained and monitored support for all TCP/IP network configurations.
• Diagnosed LAN network connectivity for end-users. Provide end user training on various software applications and proper use of desktops and laptops. Setup and maintained wireless connectivity for end-users.
• Performed new computer set up, relocated and renamed existing installations, Sets up peripherals, including PDAs, printers, Sets up videoconference and presentations, Performed secure data wipe in preparation for surplus action, Managed inventory control and auditing.
• Configured workstations using IPX/SPX and TCP/IP protocols within a Windows 98, 2000, XP and Windows NT environment. Install and configure Windows NT Workstation 4.0. Configure Novell / NT client on networked PC's.

EDUCATION:Computer Information Systems 4thyear
A.A.S Computer Systems

Professional Development:
United States Department of Agriculture Graduate School March 
Introduction to Supervisory/ Leadership Skills Certificate 
Microsoft Certified Professional 
Supporting Users and Troubleshooting a Microsoft Windows XP Operating System
HDI Desktop Support Technician 2009- Certification