SUMMARY

EXPERIENCE:

Confidential,Rossyln, VA 07/10 – Present
Contract Network Technician

• Assisted Desktop Support in relocated Rosslyn Site between floors from old location to new location.
• Provide support for Cru-Art (National Duty Board) & Cru-Support (FAA LDR/ T&A) application.
• Provide 2nd level support to FAA employees using Smart National Duty Board tool to edit & correct

7230-10 Position logs; restore blocked positions and missing training links on national duty board;
edit& correct LDR payroll records & escalate to 3rd level focal support as necessary.

• Reset employee’s cru-x passwords, edit usernames & create missing user accounts as requested.
• Monitor FAA National Cru-X Server Network in Whatsup Gold; escalate service requests as necessary.
• Coordinate with groups within the Agency (NOC/SASS, Castle, PLS, Delphi, AAP, Focals) to

ensure employees payroll needs are processed accurately & expediently.

• Monitor & respond to incoming Service requests sent to NOC Inbox.

Confidential,Ashburn, VA 02/10 – 05/10
Contract IT Analyst

• Provide onsite & remote MS Office & MS Outlook support.
• Install Riverbed WAN Optimization hardware in local & remote sites.
• Provide onsite & remote desktop & printer support.
• Reset users passwords in Microsoft Active Directory.
• Tracking and completing service tickets in Numara Footprints ticketing system.

Confidential,Ashburn, VA 09/07 – 01/10
Technical Support Analyst

• Provide onsite & remote MS Office & MS Outlook support.
• Responsible for meeting Visa SLA Requirements.
• Provide Visa OCE site local and remote desktop, technical refresh & data migration support.
• Set up users in Microsoft Active Directory & adding users to Visa Domain.
• Reset users passwords in Safeboot server.
• Assist Senior Technician in relocating over 300+ users of Visa OCE from McLean to Herndon, VA.
• Provide local & remote user VPN support.
• Tracking and completing service tickets in Visa Viper Remedy ticketing system.
• Maintaining & updating site PC inventory records in UAPM.
• Building / Customizing Dell D630 Laptops & GX745 Desktops.
• Providing Visa OCE site technical refresh & data migration support.
• Providing secure timely user data migration; Imaging Visa Training Rooms.
• Backup support for other onsite technicians.
• Coordination of secure asset disposal with outside vendor Redemptech.

Confidential,Greenville, NC 06/05 – 08/07
Senior Technical Support Specialist

• Lead onsite employee supported by 2 temps in an FDA regulated IT environment of over 700 users.
• Provided onsite & remote MS Office & MS Outlook support.
• Supported a diverse spectrum of customers including executive level users.
• Troubleshot XP & NT operating systems in an enterprise onsite and remote desktop support role.
• Provided Dell D620, C610 & C600 (laptop) & Dell GX520 & GX 110 (desktop) break/fix support.
• Supported MS Office 2000/2003 & MS Outlook 2003 support; Windows NT/XP rollout experience.
• Responsible for hardware/software problem resolution and upgrades to existing systems.
• Troubleshot existing systems to re-establish email and other applications.
• Experience setting up RSA Secure ID card; Setup corporate VPN clients.
• Responsible for break/fix & troubleshooting of various HPLJ printer & HPSJ scanner models.
• Troubleshot Palm & HP PDA connectivity & support.
• Hardware reimaging & rollout procedures.
• IMAC (install Move Add Change) procedures with 3 day SLA turnaround time.
• Dell PowerEdge Server and Network Device Support; Active Directory.
• Nightly backup of FAP &Dyneema Servers; VeritasNetbackup.

Field Service Technician 10/03 – 06/05

• Provided 24/7 mobile on-call technical support to hundreds of financial branch & retail store

sites in a dozen county area covering 10% of NC including: Wachovia & Wachovia Securities
branchs, CitiFinancial, Target Stores, The Home Depot, Winn Dixie & Harris Teeter stores,
Lowes Foods &Waldenbooks, and Walmart Stores.

• Supported IBM 4693/4694 & NCR POS register break/fix & connectivity support.
• Responsible for Branch Office Relocations (Wachovia Sea Level, NC Branch & CitiFinancial Clinton, NC Branch).
• Installed new Branch systems for CitiFinancial Kinston and NC Branch.
• Provided POS break/fix support (HT Scanner Scale upgrade), (WD IBM Netfinity controller upgrades).
• Special Projects: The Home Depot Store Wireless Access Project, Target Stores ISP upgrade.
• Backoffice hardware support (Cisco 2610 routers, Compaq ML & Dell PE Servers).

Confidential,Jacksonville, NC 11/02 – 10/03
PC Technician

• Traveling PC Technician serving several bases throughout the Southeastern US supporting the

global rollout of over 250,000 Dell PC’s on the largest Federal IT Contract Award in US history ($9BN).

• Bases included:
• SPAWARSYSCEN (Space Warfare Command), Charleston, SC (US Navy),
• NAVPERSCOMM (US Naval Personnel Command), Millington, TN (US Navy),
• MCAS Cherry Point, Newport, NC, (US Marines),
• MCB Camp Lejeune, Jacksonville, NC (US Marines),
• MCALF Bogue, Newport, NC (US Marines).
• Delegated work assignments to NMCI team members.
• Tracked and documented project workflow statistics.
• Interviewed users and performed inventory of workstations during ESI phase.
• Responsible for inventory of servers during ESI phase in preparation for NMCI transition.
• Prepared NMCI Sysprep disks from Active Directory for staging.
• Reimaged and staged Dell desktop and laptop CLIN seats for deployment.
• Deployed Dell hardware to connect users to NMCI network.
• Migrated user email and data from existing network to NMCI network.
• Trained and oriented users of new NMCI network.
• Mapped and inventoried NMCI Printers; Tested NMCI Print Share connectivity.
• Installed missing applications for EDS Sweep Team to complete NMCI deployments.

PC Technician, Confidential,Rural Hall, NC 10/02 - 09/02

• Migrated user email and data from existing network to new network.
• Worked with Windows NT software and Dell hardware.

PC Technician, Confidential,Charlotte, NC

• AXA / Equitable Insurance Company, Charlotte, NC
• Inventoried AXA LAN with Bluecurrent software; Reconciled LAN inventory

PC Technician, Confidential,Charlotte, NC

• City of Charlotte, Charlotte Area Transportation System (CATS), Charlotte, NC
• Installed Windows 2000 Professional Dell PC\'s and HP Printers