OBJECTIVE To offer 12 years of experience in the IT industry to a demanding employer that will utilize my server, PC, Mac, network troubleshooting, research , organizational, communication, and customer service skills to benefit company needs.

TECHNICAL PROFILE

• Hardware: Cisco 851, 1700, 2811, 2621XM, 7200 Routers. Cisco 2950-24, 2950T, 2960 Switches. Build, configure, upgrade, and trouble-shoot IBM compatible PCs. Troubleshoot and repair Compaq, Dell, HP, Alienware, Toshiba, Mac desktops/laptops. Blackberry, iPhone, HP Laserjet printers and Canon copiers. Zebra printers.
• Software: BMC Remedy, Magic Database, Citrix/Clarify Database, Symitar, Lotus Notes, Office 97/2000/XP/2003/2007/2010, SMS, Active Directory, VMware Workstation 6.5/7.1, Citrix XenApp Cisco VPN, Remote Desktop, Netmeeting, MS Office Communicator, RSA, Pointsec Encryption, PGP Encryption, Mcafee Endpoint Encryption, HP Mobile Information Protection, Microsoft FrontPage, Macromedia Studio MX, Adobe Acrobat Standard/Professional, Adobe Photoshop, Acronis, Norton Ghost, Norton Firewall, Norton Antivirus Corporate/Enterprise, Partition Magic, and various software.
• Operating Cisco IOS 12.2 12.4, DOS, Windows 9X, Windows NT/2000
• Systems: Workstation/Advanced Server, Server 2003/2008/2008 R2/Small Business Server 2011, Exchange 2010/Hyper-V. Windows XP Home/ Media Center/Professional. Windows Vista, Windows 7, Mac OS 7.5.1 10.6, Windows Mobile.
• Protocols: TCP/IP, DHCP, POP , SMTP, IMAP, VPN, FTP, RIP, IGRP, EIGRP, OSPF.
• Certifications: CCNA and Security certified. Working towards Citrix Xenapp 6 and Exchange certification.
• Security Clearance: Public Trust

PROFESSIONAL EXPERIENCE

Confidential

PC Refresh Deployment Technician

• Transfer data from old desktop to new using internal migration tool ISYS.
• Keep track of hardware inventory.
• If migration tool fails to transfer data, manual recovery of data and software installation is performed.
• Verify users' data/archived emails are present and is able to send/receive emails.
• Install software RSA token for user and verify user's able to connect through Juniper Network connect.
• Provide remote technical assistance for migration issues with new system.

Confidential

Network Administrator/IT Consultant

• Setup, deployed, and administrate new NVCGE domain server running Microsoft Small Business Server 2011.
• Maintain and support for 15 workstations running Windows XP and 34 users.
• Work closely with main office's IT group in evaluating and implementing solution to divide resources to Chantilly doctors and Fairfax doctors.
• Administrate and maintain Olympus Endoworks server.
• Responsible for research and application of new patches and updates to avoid system issues due to older software installed on XP workstations.
• Developed reputation as subject matter expert regarding technological needs for office.

Confidential

Senior Information Technology Specialist

• Provide remote assistance to international clients in support of the Foreign Agricultural Service FAS contract.
• Resolve security incident and malicious software related issues.
• Provide high level technical support for printers, fax machines, PCs, and servers.
• Perform hardware and software installation on government issued laptop and desktop systems.
• Configure and troubleshoot Citrix XenApp 5.0 for application virtualization.
• Provide expert technical analysis and support for the United States Department of Agriculture USDA .
• Administrate Active Directory for account configuration and password resets.
• Provide Blackberry and iPhone support to USDA employees.
• Perform user and machine recovery of WDE tokens for client accounts.
• Perform RSA Token recovery for remote users.
• Provide superior technical support for escalated and VIP trouble tickets.

Confidential

Senior Helpdesk Analyst

• Assisted on imaging, configuring, and deployment of new Dell laptops.
• Resolved both Mac/PC hardware/software related issues.
• Troubleshot PGP encrypted hard drives using PGP admin console.
• Provided phone and deskside support for all users including VIPs.
• Diagnosed and troubleshot Polycom video conferencing units
• Problem-solved network printer issues via remote desktop to print servers and locally.
• Diagnosed and resolved hardware/software connectivity issues.
• Implemented ITIL framework best practices.
• Setup and deleted IP phone profiles using Uni-Max 2nd Nature.
• Troubleshot and resolved VPN connectivity.

Confidential

Office of the Comptroller of the Currency

Tier II RTS Agent

Implemented ITIL V3 foundation practices and SLAs to support customers with great care for an excellent customer service experience.

• Assisted and worked closely with HP in a computer refresh project of 4300 Dell laptops and desktops to HP platform.
• Ensured all IT infrastructure equipment have appropriate vendor warranty and updated the Technical Operations Manager by way of regular performance.
• Created new users in Active Directory forest in a timely manner to avoid downtime.
• Setup, verified functionality and troubleshot Polycom Video teleconference units if issue arose.
• Provided phone and deskside support on hardware/software issues for over 4300 agency end-users until issue was completely resolved.
• Backed up and restored data using Mobile Information Protection software.
• Imaged systems for new employees using Norton Ghost or due to operating system failure.
• Successfully resolved over 90 of issues on the first call to maximize uptime.
• Ensured that all phases of help desk support are properly coordinated, monitored, logged, tracked for future references.
• Supported Blackberry handheld devices for issues connecting to Exchange server, making calls, setting changes and many more.
• Created and administered RSA tokens through RSA Admin control panel.
• Manage and configure users in Active Directory.
• Ensured provision of VIP Help Desk services to members of the OCC.
• Supported Cisco VPN connectivity issues to organization's secure network.

Confidential

Systems Admin/IT Consultant

• Supported Windows/Mac desktops, laptops, and servers.
• Created new users in Mac server and applied necessary group policies.
• Imaged company laptops and desktops using Norton Ghost when operating system was rendered inoperable or for new users.
• Troubleshot and repaired hardware issues on Dell, Alienware, Toshiba, Compaq, HP, and Macintosh laptops and desktops by carefully diagnosing symptoms.
• Troubleshot internal email issues.
• Ensured all aspects of hardware and software are fully operational in a timely manner.
• Troubleshot Cisco VPN connectivity issues to company's secure network.
• Installed and configured Server 2003 for school Remote Desktop system.
• Created internal help pages on company Wiki.
• Assisted end-users on troubleshooting issues with Ruckus' proprietary audio player on connectivity and functionality issues.
• Create help pages when new glitches or other issues arose in Ruckus Player.
• Assisted in software testing on updated Ruckus Player versions.

Confidential

Tier II Internet Specialist

• Assisted customers with installing Winpoet/Macpoet on Windows 9X/ME/2000/XP/Vista/Macintosh operating systems.
• Assisted customers on setting up and configuring consumer routers.
• Troubleshot email and connectivity issues on customers' systems running Mac and Windows.
• Troubleshot customers' VPN connectivity to their companies' secure network.
• Provided excellent customer service regarding any concerns or issues customers may have.
• Worked closely with the Network Operation Center until trouble is resolved.
• Resolved online support trouble tickets.
• Trained new employees on technical and customer service techniques.

Confidential

Network Administrator/IT Consultant

• Upgraded Windows NT4.0 server and workstations running on Windows 95/ 98 to Advanced Server 2000 and XP workstations on custom built computers.
• Deployed Active directory, Exchange, and print server.
• Troubleshot any hardware, software, and network connectivity issues.
• Performed periodical maintenance and tape backup of server.

Confidential

IS Technician

• Mission critical support on all aspects of hardware/software and LAN/WAN issues on over 100 computers running windows 9X/NT/2000 Workstation/Server.
• Administered Compaq Proliant servers running on NT4.0/2000 server.
• Installed and configured new PC components or peripherals.
• Setup new 9X/NT workstations using Norton Ghost.
• Ran credit union batch jobs such as ACH and daily reports.
• Backed up mainframe, PDC, and BDC using Arcserv on a daily basis.
• In charge of database keeping and supply inventory.

Confidential

Dial-Up Networking/Cable modem technician

• Responsible for troubleshooting dial-up networking, email, browser issues running on Win 3.11, Win9X, NT, and Macintosh operating systems.
• Promoted to Tier II cable modem support after being in the company for 3 months.
• Daily tasks were to troubleshoot any cable modem issues including problems with Ethernet cards on customers' computers.
• Chosen to train new employees on all aspects of technical and customer service skills.