SUMMARY

• Experience installing, upgrading and configuring software, hardware and networks.
• Monitoring system performance and troubleshooting issues.
• Ensuring security and efficiency of IT infrastructure.
• Troubleshooting and providing technical support to employees.
• Creating and managing system permissions and user accounts.
• Performing regular security tests and security monitoring.
• Maintaining networks and network file systems.
• Experience with databases, networks (LAN, WAN) and patch management.
• Knowledge of system security (intrusion detection systems) and data backup/recovery.
• Familiarity with various operating systems and platforms including Windows and Linux.
• Implemented Active Directory Federation Services ADFS for single - sign-on access to the Office 365 environment.
• Supported and maintained corporate Active Directory containing over 600k users.
• Managed SCCM and Microsoft Active Directory Windows 2012 R2, 2016 and 2019 Servers.
• Tiers 1, 2 and 3 IT Helpdesk support experience for over 3 years.

PROFESSIONAL EXPERIENCE

Desktop Support Specialist

Confidential

Responsibilities:

• Troubleshoot various issues in hardware, software, network/Wi-Fi and others
• Provide technical support to clients via phone, email and MS Teams or Webex
• Use of various tools: Director, RSA Console, UMC, Microsoft Endpoint, Iron key
• Monitoring of Atomic UC4 and proper report of abend in real time to appropriate Support Team
• Access CyberArk for Admin access in AD, RDP, Remote access, SCCM, PowerShell
• Assist users to set up Intune and Microsoft Authenticator on work mobile, iPhone or Android
• Troubleshoot issues related to remote access: VPN Cisco AnyConnect, Citrix Workspace VDI
• Manage RSA Console for hardware or software RSA token
• Troubleshoot Office 365 products: Outlook, OneDrive, Teams, Word, Excel, PowerPoint
• Use and troubleshoot of communication tools: Webex, MS teams and Zoom
• Working in collaboration with other Support Team such as NOC, SOC, Mobile Support Team etc

Helpdesk Specialist

Confidential

Responsibilities:

• Troubleshoot various issues related to hardware, software, network and several applications in the Financial Domain.
• Access to Active Directory, PingOne, MS Azure, Id.Commonwealth for password reset and account unlock
• Printer troubleshooting and installing new network printer
• Troubleshooting Microsoft Office 365 products
• Microsoft Azure, MFA, PingID, Zscaler, Avaya,VPN,Adobe,VDI
• LogMein Rescue to connect to user computer for assistance
• Service Now for tickets recording and knowledge base

System Analyst

Confidential

Responsibilities:

• Troubleshoot wide various issues related to hardware, software, network, and several applications
• Use of many tools for passwords reset and account lockout for Fields or Home Office users
• Use of vSphere to manage Virtual Machine allocated to Offshore end users
• Passwords Reset and Accounts unlocked via ESOM or CA IDM
• Troubleshoot Multi Factor Authenticator to allow users to connect to VPN(Global Protect)
• Manage users and AD Groups in Windows Server 2012R2
• Assist Home Office end users with various issues on their Windows computers and MacBook
• Support various applications O365, Outlook, OneDrive, Skype for Business, SharePoint, Slack, Global Protect, Bomgar, Service Now, Zendesk, MFA, CIC,
• Troubleshoot several Business Applications in the field of Insurance: Box, NM Connect, CRM, Linknet, Netx360, Openmail, etc
• Work closely with different Support Team in incidents follow-up
• Constant use of Knowledge Article with open suggestion for full existence and improvement
• Perform remote assistance to Windows and MacOS computers, and Virtual Machine environment via Bomgar Remote Control
• Set up Zoom, Slack and Skype for Business on Offshore user's Virtual Machine
• Assist end users to install and troubleshoot Microsoft Visual Studio
• Manage Skype for Business with CIC combination
• Use Splunk tool for data analysis and eventual pattern

IT Helpdesk Support Specialist

Confidential, Rockville, MD

Responsibilities:

• Flexible, able to multitask, and prioritize reported issues
• Provide a high level of customer service to users seeking problem resolution
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on issue and details provided by customer
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Manage and troubleshooting AD One Identity
• Working on window computers and end user Mac computers
• Record events, problems, and their resolution in internal ticketing systems BMC Remedy
• Follow-up and update customer status and information
• Pass on any feedback or suggestion by customers to the appropriate internal team
• Understanding of end-user network troubleshooting tools and practices

Desktop Migration Specialist

Confidential, Sterling, VA

Responsibilities:

• Created checklist of software, applications and files needed for new computers from old computers
• Installed Dell Migration Tool
• Connected both old and new PC via network cable based on LAN selected in BIOS
• Executed Migration of specific user data
• Ensured the transfer of selected files (Outlook chat, browser bookmarks, documents etc.)
• Verified that all required applications have been successfully installed
• Provided technical support to end users

Imaging and Windows Configuration Tech

Confidential, Alexandria, VA

Responsibilities:

• Deployment of W10 3.0 Gold LTSB to new/used Laptops or Desktops
• Diagnosed computers via BIOS to ensure full functionality of pc components
• Formatted disk via CMD to erase all data
• Configured new computer name utilizing SCCM
• Checked TPM and proceed with update if found not current
• Deployed image W10-3-0 Gold via onboard NIC IPV4
• Checked system information to ensure the selected image version
• Backed up data from old user computer to new one via Commvault Monitor Edge
• Configured new PCs/Setting up Windows 7&10
• Installed hardware (Ram, HDD, video card, etc.)
• Configured and named new computer and username via Active Directory (One Identity Active Roles)
• Activate and manage Windows and Microsoft Office (Word, Excel, PowerPoint, etc.)
• Checked the functionality of necessary applications (Google Chrome or Internet Explorer, Outlook, Java, Adobe, etc.)
• Ensured all the necessary applications drivers are running properly
• Connected network cable and join Domain per Admin privilege
• Installed and updated new video card using provided CD for driver
• Updated Symantec Endpoint Protection as IPS

Computer Help Desk Support

Confidential, Gaithersburg, MD

Responsibilities:

• Provided computer assistance to library computer users
• Provided customer service
• Assisted library computer users in email access and use, downloaded and uploaded attachments
• Assisted library computer users in printing, copying, and scanning documents
• Helped users in internet search, navigating via Internet Explorer, Firefox, Google Chrome browsers
• Assisted users in using Window 365, Word-Excel, Power-Point
• Troubleshot hardware or software issues
• Kept record of technical issues and solutions

Computer tech; Computer Sales & Service

Confidential, Silver Spring, MD

Responsibilities:

• Repaired Windows and Mac laptops and desktops
• Troubleshot windows, inkjet printers and performed repairs
• Assisted customers with troubleshooting and configuration
• Installed and configured Windows Operating System
• Troubleshot Network and Wi-Fi issues
• Upgraded laptop components: Memory, HDD, Video Card