PROFESSIONAL SUMMARY:

Over 4 years of professional experience providing Help Desk and Desktop Support in a variety of environments and platforms. Strengths also include, Active Directory, Lotus Notes, VPN, Remote Desktop Support and Blackberry/Smartphone Support. Excellent communication and customer service skills and the ability to utilize accurate and sound judgment in order to resolve client problems under general supervision. To obtain a challenging position as a Help Desk/Desktop support Analyst to advanced career as an IT professional.

EXPERIENCE:

Confidential

System Admin / Web Developer / User Support

Environment:

• Windows XP and 7, Remote Desktop Connection, Symantec Checkpoint Endpoint Security, Symantec Ghost, Intertel Phone Systems, VPN, McAffee Virus Protection, Active Directory, Adobe Suite, Microsoft Office Suite, Wordpress, File Manager, FTP, Wix, HTML, CSS, PHP
• Manage Cicso Blade server using Symantec Backup Exec Utility
• Create accounts on Active Directory, manually perform system back up and over network with HQ in Evanston, Illinois
• Support Mac and PC environments, troubleshooting multiple applications, primarily Adobe and Office suites
• Serve as only User Support Specialist in the DC office, as well as work collaboratively with Broadcast and Media Department for cross-departmental projects
• Conduct new hire training and workshops on technology and procedures per every school semester for incoming students, new hires and adjunct professors
• Maintain up-to-date tutorial documentation for CMS instructions, various 3rd party applications and hardware devices
• Maintain Wordpress and Wix websites, troubleshooting PHP, HTML and CSS coding.
• Utilize File Manager to allocate memory, correct plugin functionality, customization
• Serve as liaison for Site5 website hosting and domain certificates
• Distribute and maintain network printers and devices static /dynamic ip addresses,
• Support, troubleshoot, and configure, EPS Electronic Print Systems dedicated network
• Authenticate Configure VOIP phone system on Intertel 500 Session Manager
• Provide system support for the Client enterprise security monitoring capabilities at Security Operations Center SOC using Footprints Ticketing System
• Supporting remote connectivity issues and dial up issues via Modem and VPN
• Build image for new incoming laptops and tweak existing images to adapt to a Mac environment, as well as Windows 7
• Perform a variety of on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, PC and laptop setups and upgrades with latest versions of software application
• Spearhead asset, inventory and deployment of incoming orders per request
• Serve as POC for Apple, Allied Telecommunications, and Dell
• Rights for purchases for Information Systems needs in Washington DC Bureau
• Supported both desktop and laptop PC's
• Provided support for teleconferencing, video conferencing, using Skype GoToMeeting
• Responsible for support of routers and network hardware at remote facilities, AV equipment and Broadcast Media equipment deployment and servicing

Confidential

Migration / Tier II Technician

Environment:

• Windows XP and 7, Remote Desktop Connection, Service Now, Checkpoint Endpoint Security, Symantec Ghost, Cisco Phone Systems, Active Directory, Verisign Token Systems, VPN, Microsoft Office Suite, Adobe Reader, Adobe Photoshop, Citrix, Nero, Altiris, BES, Blackberry
• Supporting all computer related issues as well as software and hardware related problems for approximately 4,000 users, 1/4 internally the difference at satellite offices across the country on a personal team of 4 Tier II Technicians.
• Perform a variety of on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, PC and laptop setups and upgrades with latest versions of software application
• Build image for new incoming laptops and tweak existing images to adapt to a new Windows 7 environment and construct migration kits for field offices including cables, port security packets, and a station to stage the migration
• Install and configure Crystal Reports, along with Oracle to facilitate conductivity in a Windows 7 environment per dept. request for users internally and on field sites
• Partake in weekly Higher Level Meeting consisting of federal government representatives, contractor executives contract support management, for addressing, planning executing projects above the levels of Tier II
• Spearhead asset, inventory and deployment of incoming orders per request of OIT Director
• Average 10-20 tasks per week, predominantly software installations both baseline and per request in Service Now ticketing system in addition to daily Tier II functions
• Liaison and POC for HP Support. Create tickets, order parts from HP to complete various hardware troubleshooting procedures independently, for issues not supported under contract to be performed by an HP field technician.
• Hardware and Software support for various organizations and users working within CNCS, such as Booz Allen, PSI, and enGenius, in a multi-dimensional infrastructure
• Utilize phone, old new machine MAC addresses for port authentication configuration Install Checkpoint encryption software per machine under CNCS guidelines and synchronize with user's profile pre-deployment and post-migration
• Configure and activate company Blackberry Devices and using BES for account creations
• Supporting remote connectivity issues and dial up issues via Modem and VPN
• Utilized Ghost to deploy builds/images to back up hard drives over network
• Administered users Exchange Accounts: created new accounts, modified accounts, performed email forwarding and were responsible for creation of email aliases
• Remote support using LANdesk for printer configurations post-migration, install drivers push per department/organization software like Oracle Discoverer, QTP, or Crystal Reports
• MS Outlook configuration, installation and troubleshooting including Blackberry synchronization with messages and calendar alerts

Confidential

Tier II Technician and Migration Specialist

Environment:

• Windows XP and 7, Remote Desktop Connection, Service Now, CA Service Desk, Checkpoint Endpoint Security, Symantec Ghost, Cisco Phone Systems, Active Directory, Verisign Token Systems, VPN, McAffee Virus Protection, MetaData Assistant, Sanction II.9, ThinkVantage, DTE Axiom, CaseMap Suite, Roxio Creator, Netwaiting, iManage, Worksite and Concordance Suite
• Contracted for tech support, migration and significant deployment work for reknown firms like Sidley Austin, Covington and Burling, Hollingsworth, White and Case and various others in the metro DC area
• Concordance suite litigation documentation tool troubleshooting, Imagebase Management issues and configuration and sensitive documentation uploads
• Interwoven Desksite Worksite and E-Transcript Viewer for litigation documentation sharing
• Microsoft Office Suite products in a Windows environment application support
• Configure and activate company Blackberry Devices and using BES for account creations
• Supporting remote connectivity issues and dial up issues via Modem and VPN
• Build image for new incoming laptops and tweak existing images to adapt to a new Windows 7 environment and construct migration kits for field offices including cables, port security packets, and a station to stage the migration
• Perform a variety of on-site troubleshooting and diagnostic tasks including virus removal, internet security, wireless network setups, PC and laptop setups and upgrades with latest versions of software application
• Spearhead asset, inventory and deployment of incoming orders per request
• Outlook and Lotus Notes configuration, restoration and productivity issues
• Liaison and POC for HP, Dell UBT Support. Create tickets, order parts from HP to complete various hardware troubleshooting procedures independently, for issues not supported under contract to be performed by an HP, Dell and UBT field technician.
• Utilize phone, old new machine MAC addresses for authentication configuration
• Utilized Active Directory for User and Computer account administration
• Utilized Ghost to deploy builds/images to back up HD of old machines to the network
• Provided all hardware and software support for company computers
• Supported both desktop and laptop PC's
• Provided support for teleconferencing and video conferencing
• Responsible for support of routers and network hardware at remote facilities

Confidential

5-Help Technical Support Specialist

Environment:

• Windows Vista, XP, 7, Remedy, Blackberry Devices , Checkpoint Endpoint Security, Symantec Ghost, Cisco Phone Systems, Active Directory, Verisign Token Systems, VPN, McAffee Virus ProtectionActive Directory, VPN , Bomgar, MS Office 2003-2007
• Worked under DOT guidelines and followed through with Dell policy and procedures
• Focused heavily on excellent customer service and concise detailed on work orders
• Account administration utilizing Active Directory. Creation and management of user and computer accounts
• Solve technical issues in a desktop and laptop environment
• Successfully migrated and provided support to PC's operating Windows 7
• Spearheaded Asset Management at the DC DOT headquarters utilizing MS Excel Asset Inventory and prepped deployments and returns and solved a variety of technical issues
• Recorded and related tickets and asset in Remedy 6.3
• Worked with the Chief Information Officer to establish templates for monthly key service results such as Abandoned Call Detail Activity and SLA Total Volume Ratios
• Daily conducted Quality Assurance surveys to ensure and fortify highest quality of customer service. Scale oversaw weekly and monthly trends per agent on a systematic streamline
• Created thorough baseline Standard Operating Procedures, assigned directly by the PM

Confidential

Technical Support Specialist Agent

Environment:

• Windows XP , Remedy , Checkpoint Endpoint Security, Symantec Ghost, Cisco Phone Systems, Active Directory, Verisign Token Systems, Blackberry Devices , VPN , MS Office 2003-2007
• Granted Interim Secret Clearance, paused due to end of company's contract with Army National Guard
• Worked under Army guidelines and National Guard policy and procedures
• Focused heavily on excellent customer service and concise detail on work orders
• Configured and activated Army Blackberry Devices
• Provided network alerts to base POC's, Network Response Teams, and peripheral agencies
• Support customer over the phone and received and recorded 35 calls per day into Remedy
• Followed through with high priority incidents by contacting NEC of effected base and addressed SRA team situational awareness on a close knit team of 35 agents at 50 FCR
• Provided support for base email migration, i.e. Fort Huachuca with 5,000 users
• Hardware and software support for Army computers including 15 bases nationally, and various camps internationally, supporting for teleconferencing and videoconferencing.
• Successfully held an Interim Secret Clearance, but was stalled due to end of company's contract with the Army National Guard