Helpdesk Support Analyst, Telecommunications, Information Systems

OBJECTIVE: Seeking career advancement in the Metropolitan area with a growth Oriented company in the Technology Industry. Would consider minimal travel and Contract employment.

EXPERIENCE:

11/2010- 11/2011 Confidential, Washington, DC
Helpdesk Analyst Level 2I resolved computer software and hardware problems of users: Receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, programming languages, electronic mail, and operating systems. Talk to users to learn procedures followed and source of system or software errors. Answer any questions of the user, applying my knowledge of computer software, hardware, and procedures. May test software and hardware to evaluate ease of use and whether product will aid user in performing work. I also assist remote client users via phone and also by remote access, providing support of Tokens and G/on sticks and any issue with network and database connectivity and also assisted in the imaging and rollout of Windows 7 for all new systems within the agency. I ghosted and re-imaged laptops and desktops for new and existing employees in the agency; I adjusted clients account in Active Directory controlling and adding permissions as needed by each client. Also performed various other hardware installs/repairs including printers, card scanners, Dragon microphone, projectors and setups for web conferences.

12/2009 – 11/2010 Confidential, Washington, DC
Helpdesk Analyst Level 2This contract consisted of the receiving, configuring and deploying (Dell Desktop, Dell Laptops, Macintosh systems and HP Printer/Scanners throughout the agency. Once received from Dell, the systems first had to be recorded and added to the OCFO inventory database, Then after setting up the clients profiles the system were deployed to the clients added to the OCFO domain all the client data was then transferred from the old system to the new systems setup and configured Outlook and Lotus Notes E-Mail accounts to include backup PST files if needed, favorites and any office documents the client had on their old systems. Once completed the old systems were removed from the client’s office and returned to the Lab for processing.

8/2007- 12/2009 Confidential, Washington, DC
Senior Helpdesk AnalystI assist the customers via phone and also by remote access. Training is provided when needed or requested by the customers, I utilized programs Such as Landesk to remote into the systems for program and printer installs or for end user training. 90% of service calls were resolved at my tier level. I resolved computer accounting reset and lockouts using (DRA) software and hardware issues. I perform tier I-II level problem resolution and implement problem escalation and tracking using Remedy as needed I setup new client account and adjusted client permissions in Active Directory. Assists local and remote end users with resolving hardware and software issues setup and configured E-Mail accounts, Problems using PointSec accounting network communication and remote VPN client connection and configuring of DOJ systems. I also process service requests for several agencies within the Department of Justice.

1/2007 – 8/2007 Confidential, Washington, DC
Level II System AnalystI resolved computer software and hardware problems of users: Receive telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, such as statistical, graphics, data base, printing, word processing, programming languages, electronic mail accounts such as Outlook and Lotus Notes and several other operating systems. Talks to users to learn procedures followed and source of error. Answer questions, applying knowledge of computer software, hardware, and procedures. May test software and hardware to evaluate ease of use and whether product will aid user in performing work. Write software and hardware evaluation and recommendation for management reviews for this government setting supporting between 1,500 and 2000 users 90% PC and 10% Macintosh based. Also supported clients with disabilities by supporting software such as Dragon Naturally Speaking and Jaws software.

8/2005 – 12/2006 Confidential, Washington, DC
Helpdesk AnalystPerform end user support and account creations using Active Directory also provided training for the end user including problem determination for the office of PLATTS Information Systems, Perform tier I-II level problem resolution and implement problem escalation and tracking as needed. Assists local and remote end users with resolving hardware and software E-Mail issues, Problems with network communication and connectivity issues for the following companies of McGraw-Hill (PLATTS, Business Week and Aviation Week) we support over 1700 users throughout North America. Also supported clients with disabilities by supporting software such as Dragon Naturally Speaking and Jaws software.

7/2004 - 8/2005 Confidential Beltsville, MD
Helpdesk Analyst/LeadMy duties were the following at Swales Aerospace; I supported over 3000 employees here at Swales Aerospace, Goddard Space flight center (NASA), Langley Air Force Base and Wallops Air Force Base. I assisted the customers via phone also by remote access. Training was provided when needed or requested by the customers, I utilized programs Such as Dameware Utilities, to remote into the systems for program installs or for end user training 97% of service calls were resolved at my tier. I was responsible for administering accounts for Webex (Online conferencing), adjusting or giving permissions in Active Directory; I administered and maintained daily virus updates to our local server, and the server that supports our offices in Pasadena, CA. All servers and network printers were monitored by Net Saint. All request were created using the Magic Tracking system

1/2002 - 6/2004 Confidential, Washington, DC
Senior Systems Analyst
Performs end user support and training including problem determination for the office Of Information Systems, Perform tier I-III level problem resolution, and implement problem escalation and tracking as needed. Assists local and remote end users with resolving hardware and software E-Mail issues for Outlook and Lotus Notes, Problems with network communication and connectivity issues. I am one of the Senior Analysts supporting several other agencies within this Government building including License and Permits, Alcoholic Beverage Regulation Administration (A.B.R.A), Hearings and Adjudication, Also the Office of the Director.

06/1997 A+ Certification 
09/2001 Certification/ NT Security for Systems Administrators (N.A.S.A)
09/2001 Certification/ Basic IT Security for 2001 (N.A.S.A) 
01/1992 Confidential- Associate Degree/ Studies in the culinary arts
06/1987 Confidential University US-PA-Philadelphia Business Law/ Computer Science
09/2006 Certification/ Network Cyber security (Department of State)

ADDITIONAL INFORMATION: Functional Summary: Advanced knowledge of PC's and LAN Networks, Network Administration and Desktop Support, in a Government Office setting. Provide technical assistance and training to end-users throughout Small agencies and large of more than 3000 employees. Provided direct support. Monitored network hardware operations to ensure properly set configurations. Supported Ethernet/Token Ring LANs. Provided routing support on NT File Servers. Tested LAN connections. Provided preventive maintenance on Meridian and Partner systems. Modified and connected telephone and computer lines throughout the facility. Performed troubleshooting and maintenance operations on different equipment.
Worked with various vendors, assisting with locating, contacting and receiving quotes for Software, Hardware and Large-scale Waste Removal & Disposal Projects (GSA and Private) throughout the Washington DC, VA and MD area. 

Operating systems:
Windows 7, XP Home and Professional, Windows 98, Me, NT, Windows 2000 and 2000 Server also Microsoft office suite 2000, XP and 2003, Dame Ware Utilities, Active Directory, Message Manager, Symantec Antivirus, MacAfee E- Policy, ARC serve Version 7.0, VERTIAS Backup, Net Backup Version 4.5 AT&T Global Network Client, Norton’s Ghost imaging, VNC Viewer, VPN Client, Tight VNC, Macintosh Retrospect, Remote Desktop, Dragon, Lotus Notes 6.5, LANDesk Management, DRA Account & Resource Management, JSRA Citrix Client.Systems (Desktop/Laptop): Dell, Compaq, HP, E-Machines, Tiger and Gateway systems
Tracking Systems: Remedy, Magic, Heat, ITSM
Also Skilled With:Scanners, PDA’S, Dictation systems, Fax Machines, Printers, Hardware and various software programs.