Professional Experience
SERVICE DESK ANALYST
November 2014 –
Present
22nd Century Technology Inc.
US Army INSCOM, Ft. Belvoir, VA
Perform Tier Level 1/2/3 support to over
3500 users, 8000 systems and 150 VIPs in a classified environment; Detect,
diagnose, and resolve desktop, laptop, and printer hardware and software
issues to include Microsoft-based platforms such as MS Office products and
Windows XP/7.
Worked with members of the systems and
network teams on projects and initiatives as needed,
Used Remedy ticketing system to create,
monitor and update incoming and assigned tickets.
Created a positive customer support
experience while building strong relationships through deep problem
understanding, ensuring timely resolution or escalation of issues
· Create and route trouble tickets
· Account Creation & Configuration (NIPR, SIPR, JWICS
and NSANet)
· Reset account passwords
· NIPR CAC Pin Reset
· SIPR Token Pin Reset
· Configuring OWA (NIPR and SIPR)
· Create distribution lists in DEPO
· Monitor helpdesk mailbox (NIPR, SIPR and JWICS)
· Input Change Requests into Remedy
· Input Purchase Requests into Remedy
· Laptop Configuration & Imaging
· Blackberry Configuration & Troubleshooting
· UAG Web Access Link Troubleshooting Support
· Account Provisioning (NIPR)
· Email Provisioning (NIPR and SIPR)
· Profile configuration (Outlook)
· Map Network Resources (printers and shared drives)
· Configure user access to secure printers (NIPR and SIPR)
· Configure software functionality
· Disable/delete stale active directory accounts
DESKTOP SUPPORT ANALYST
March 2014 – October 2014
APEX Systems
844 Comm Group, Air Force
I worked desktop support for the Air Force
, I handled service calls daily /break fix for all the Air Force customers at
the Pentagon. when I started we had 700 tickets and June we were down to 200,
due to the hard work of doing 10 -14 tickets a day. Tickets could range from
software needed, setting up email accounts , outlook data files
restored /PST’s or workflow inboxes assisting in setting setting up
printers and restoring profiles if needed ( user profiles).. We use
remedy as our ticketing system and I’ve used Siebel with BAE. I’m open
to desktop support position or System Admin.
SYSTEMS ADMINISTRATOR
April
2011 - Feb 2014
BAE Systems
Herndon, VA
Member of a core Technical and Operations
team providing on-site IT Technical Support to the Defense Intelligence
Agency (DIA). Position required strong comprehension of Microsoft
Windows server-client architecture, ability to install and configure various
software packages on desktops, and the knowledge to install and configure
servers on the network. Provided support for approximately 4000
users. Member of the Win 7 Refresh team / Cat team , working with Win 7
migration / upgrade , moving the customers from Win Xp to Win 7 OS.
-
Install software a customer
maybe missing after the re-image /push from our SCCM team of the Win 7
OS
-
Made sure the customer could
print to the network printer and all other applications they might need.
-
Fixed any issue with customer
profile when a program would not launch
·
Perform the
deployment of various software packages on customer’s workstations.
·
Provided IT
technical Support to user community over the phone and in the work place.
·
Work with
Active Directory adding ,users to the system and assigning permissions,
removing from the Active Directory network server administrative
·
Installation
of security programs to prevent hackers from attacking the network (i.e.,
Norton Anti-Virus and Microsoft Security Essentials and Webroot Secure
Anywhere Anti-Virus)
·
Setup and
connected workstations to the domain to ensure customers access to company
networked systems and to the Intranet/Internet.
SYSTEMS ADMINISTRATOR
April
2001- April 2011
General Dynamics
Chantilly, VA
Responsibilities included
installation/configuration, operation, and maintenance of systems hardware
and software and related infrastructure. Ensured that system hardware,
operating systems, software systems, and related procedures adhere to
organizational values. Position required a solid comprehension of basic
personal computing, ability to install and configure various software
packages, strong communication skills and ability to troubleshoot and
diagnose support issues for Windows desktop and mainframe data
connections. Provided support for approximately 2300 users.
-
Performed regular security
monitoring to identify any possible intrusions.
Provided Tier I/Tier II
support per request from various technical issues. Investigated
and troubleshoot issues.
-
Worked with Active Directory
to create, change, and delete user accounts per request.
-
Maintained operational,
configuration, or other procedures.
ELECTRONIC SWITCH REPAIRMAN
September 1980 - 2005
DC National Guard
United States Air Force (MSG/E7)
Managed the Technical Control Command
System which handled over 300 Telephone lines locally and via
satellite. Analog to Digital Switch Maintenance and Data Network
Trained (TDC PACKAGE)
Education |
Certification | Awards
· Business Administration
Courses
(Central
Piedmont Community College, Charlotte, NC)
· ITIL v3 Certification
· Solaris 7 System Administration
· Sun Systems Support Engineer
· Security+ CE Certification
· Windows 7 (70-685) Certification
· Outstanding Contribution to Customer Satisfaction Award