Professional Profile
To obtain a responsible, challenging position within an exciting, growing company. To be able to utilize my skills, experience, multi-tasking capabilities, and educational background, independently or as member of a team , to improve customer service and productivity

PROFESSIONAL SUMMARY:

• MS Windows NT/ MS Windows 2000XP/ MS Server 2003,2008/MS Windows 7 Home/Pro
• MS Windows Active Directory 2003,2008 (creating & updating of user profiles and resetting passwords).
• Strong knowledge of MS Office Suites 2003/2007, Remedy , Track It , Heat and Maximo Ticketing system.
• Possesses solid computer skills which include system backups using Backup Exec and re-imaging using Symantec Ghost, computer repair, upgrades , printer setups and networking and other peripheral troubleshooting.
• A team player with concern for quality at all levels and ability to perform under stress.
• Excellent working knowledge with PC’s , laptops and Touch Books all base systems.

TECHNICAL SKILLS:

• OS/Platforms: MS Windows NT/ MS Windows 2000XP/ MS Server 2003,2008/MS Windows 7 Home/Pro
• Applications/Tools: MS Office Suites 2003/2007, Norton Anit-Virus, Anti-Spyware and Various Anti-Virus Software Back Exec 11.0
• Tracking System: Remedy ,Heat, Track IT and Maximo to track modified and escalate.
• Data Recovery: Performed routine Server Backups and data recovery MS Server 2008.
• Hardware: Dell Servers & Desktops and Laptops and all workstations controllers and printers.
• Customer Service and Support: Respond to problems , troubleshooting, isolate system malfunctions, initiate corrections to maintain the highest levels of computer ,network system reliability and availability.
• Reimaging: Perform mass updated reimage Window’s XP to Window’s 7 to meet WMATA standards.
• Managing User Account: Modified, deleted and created user accounts using Active Directory
• PC/Network: : MS- DOS, WordPerfect X3 Lotus Notes 5.3, Novell Group Ware, MS Office Suites 2003/2007, Rumba, Client Access Express 3.1 Group Wise 5. Windows 7 Windows XP Window 2000 Professional, Remedy 6.0 Maximo 6.23 Norton Antivirus Corporate Edition Windows Active Directory 2003,2008 Adobe Creative Suite , MAC’s Track It 6.0, Websphere 6.0 Backup Exec 11.0 Cisco VOIP Client5.0 TCP/IP DameWare Terminal Services/ RDP Symantec Ghost 
  

PROFESSIONAL EXPERIENCE

Confidential ,Washington DC May-09 to Present 

Help Desk Analyst II 

• Provide end-user support and troubleshooting of Windows workstations for WMATA and off-site staff. Provide hardware support for workstations, laptops, printers and other IT equipment. Troubleshoot hardware problems. Perform upgrades and repairs (e.g., memory installations, driver upgrades).
• Perform day-to-day installing, operating, and maintaining workstations (i.e., workstations, desktops, laptops, docking stations), printers, scanners, and other IT peripherals, including LAN communications interfaces Maintain network and configure network connections and workstation security.
• Handle e-mail quarantined by anti-virus software. And help to secure workstations from viruses, spam, and malicious intrusions. Accurately track and record user information, problem and resolution into Maximio support database in a timely manner and inform user and support managers of progress on problems/tasks.
• Perform troubleshooting and maintenance on Windows XP ,Windows 7 workstations. Troubleshoot offsite users with VPN problems: pin reset, token fix and unlocking account. Remotely assisted laptops and desktop machines to all end users. Using Remote Desktop(RDP) , DameWare Utlities.
• Perform troubleshooting, corrections and/or installations of issues involving software, hardware and network issues.

Confidential, Washington, DC Jan-08 to May -09

Help Desk Analyst II

• Provide end-user support and troubleshooting of Windows workstations for headquarters and off-site office staff. Provide hardware support for workstations, laptops, printers and other IT equipment. Troubleshoot hardware problems. Perform upgrades and repairs (e.g., memory installations, driver upgrades).
• Perform day-to-day installing, operating, and maintaining workstations (i.e., workstations, desktops, laptops, docking stations), printers, scanners, and other IT peripherals, including LAN communications interfaces Maintain network and configure network connections and workstation security. Install, upgrade, and manage anti-virus software on servers and workstations. Handle e-mail quarantined by anti-virus software.
• Set up and manage Windows servers; set up and maintain email accounts in Active Directory. Schedule and manage daily server -backups. Set up and maintain user accounts in telephone system. Perform telephone “moves and changes”, resets of voice-mail system. And help to secure the network, servers, and workstations from viruses, spam, and malicious intrusions.
• Accurately track and record user information, problem and resolution into Track-it support database in a timely manner and inform user and support managers of progress on problems/tasks. Perform troubleshooting and maintenance on Windows 2000 servers, XP workstations and Dell routers and switches. Setup Cisco phone systems according to requested level of access local and long distance.

Confidential, Atlantic, MD June-06 to Jan-08 
Help Desk Analyst II

• Provide end-user support and troubleshooting for 250 sales representatives in District of Columbia, Maryland and Virginia in accordance with support service standards. Support provided via telephone e-mail and visit to end users. Accurately track and record user information, problems and resolution into remedy support database in a timely manner and inform users and support managers of progress on problems task. Provide hardware support for workstations, laptops, printers and other IT equipment. Troubleshoot hardware problems

• Perform upgrades and repairs (e.g., memory installations, driver upgrades). Perform day-to-day installing, operating, and maintaining workstations (i.e., workstations, desktops, laptops, docking stations), printers, scanners, and other IT peripherals, including LAN communications interfaces Maintain network and workstation security.
• Install, upgrade, and manage anti-virus software on servers and workstations. Handle e-mail quarantined by anti-virus software. Set up and manage Windows servers; set up and maintain email accounts in Active Directory. Schedule and manage daily server -backups. Set up and maintain user accounts in telephone system. Perform telephone “moves and changes”, resets of voice-mail system. And help to secure the network, servers, and workstations from viruses, spam, and malicious intrusions. Accurately track and record user information, problem and resolution into Remedy support database in a timely manner and inform user and support managers of progress on problems/tasks.

• Serves as primary point of contact and liaison with vendors; reviews vendor products, and coordinates and facilitates vendor interviews and presentations. Providing system support for Exchange servers and all servers within the network. Analyzes and determines budget requirements, current computer and network systems technology, and available vendor offerings to establish optimum computer and network architecture solutions;

Confidential, Washington, DC April-05 –June-06
Help Desk Analyst II

• Monitored the access to computer data files, modified security files to correct errors, or explain that employee authorization does not permit access. Perform back-up tape maintenance and software installations on network file servers. Assist with deployment of hardware and software to users including the installation, configuration and testing of basic firm hardware
• Set up Remote Access Created VPNS, Networked PC desktops, laptops printers and various monitors. Installed , configured and maintained workstations. Provided support and general troubleshooting for Windows 95/98, and Windows 2000xp Other duties included running antivirus software, and spyware software to remove viruses and adware.
• Perform administrative tasks, such as changing passwords. Software testing and implementation; quality control; Proficient with TCP/IP and various other protocols, and wireless networks. Perform software installations and upgrades to operating systems and layered software packages and maintain them in accordance with established policies, procedures and service levels agreements. Built and configured PCs.
• Installed, relocated, performed troubleshooting on PCs, printers, and communications equipment. Installed and upgraded software. Coordinated shipment and repair of damaged equipment with external Perform telephone installations and inventory . Perform voice mail administration. 
  

Confidential, Washington , DC Dec-04- April-05

Help Desk Analyst II

• Provide technical support for approximately 5000 end users in the District Of Columbia Public Schools in accordance with support service standards. Support provided via telephone ,e-mail and visits to end users. Accurately track and record user information , problems and resolution into Remedy support database in a timely manner and inform users and support managers of progress on problems/tasks.
• Set up Remote Access Created VPNS, Networked PC desktops, laptops printers and various monitors. Installed , configured and maintained workstations, installed and configured wireless Cisco network cards and, Cisco Aironet Routers Other duties included setting up print queues, configuring of printers, scanners, pda,s, BlackBerries, digital cameras.
• Changing user passwords for email using Microsoft Exchange Administrator 5.5. Provide support and general troubleshooting for Windows 95/98, and Windows 2000xp, MAC’s . Software testing and implementation; quality control; Proficient with TCP/IP and various other protocols, and wireless networks. Perform software installations and upgrades to operating systems and layered software packages and maintain them in accordance with established polices, procedures and service levels agreements.

EDUCATION

• High School Diploma, 
  Confidential Senior High
• Certificate from Technical Foundation for World Software- A7.3
• Currently studying to get Microsoft Certified System Engineer.