SUMMARY OF QUALIFICATIONS

 

·  Active Government Secret Clearance SCI

·  Over Eight years in Information Technology (IT) experience.

·  Excellent oral, written and interpersonal communication skills

·  Served honorably in the United States Army for 6 years as an Information Technology Specialist.

·  Tier I and Tier II desktop support experience and training replacements to take over mission.

·  Windows XP to 7 migration and Windows 7 to 8.1 migration and Windows 7 to Windows 10

·  Experienced in managing Sharepoint 2010 and Shapepoint 2013.

·  Hardware/Software troubleshooting, Network troubleshooting, Printer/Copier Troubleshooting.

 

TECHNICHAL EXPERTIESE

 

·  Resolved issues in a timely manner and able to multitask.

·  Highly proficient in Microsoft office suite, including various military and civilian programs.

·  Competent in WAN, and LAN networks, routers and switches.

·  Expert in Active Directory (AD) Users and Computers and ADUMS and ADUMS Lite

·  Skillful in Windows XP, Windows 7, Windows 10, Windows Server 2008, Windows 8, Windows Mobile 6.5 and Android operating systems

 

PROFESSIONAL EXPERIENCE

 

Hardware Technician/Tier 2        Food Services of AmericaJan 2015 – Nov 2016

 

·  As400 Rumba system for inventory and orders

·  Utilized VMware horizon client and a VDI administration tool to manage VDI sessions

·  Windows 7 to Windows 10 migration over 150 PC's worked with users to drive adoption and support of current and new technology

·  ZenDesk Enterprise Help Desk Incident Management software cloud-based customer support platform

·  Hands on technical support received and resolved hardware support issues for the local Operating Unit

·  Skype for business (Lync) Office 2013 and Office 2016 including OneNote and Snagit

·  Overflow support for Software Support Team

·  Tier 2, resolved issues escalated from Software Support team for applications purchased from a 3rd party

·  Received and resolved Delivery Star and driver handheld support issues for delivery drivers

·  Supported and assisted server and networking groups, installation of new hardware and running cables

·  Documented all issues related to Delivery Star and the handheld devices

·  Worked with development team to identify bugs and find resolution

·  Participated in after-hours and weekend on call support for a 24/7 business environment

·  Created and maintained documentation used by Support team and Operations associates for troubleshooting and tutorials

·  Rapidly troubleshoot issues with non-functional devices to minimize downtime and lost productivity

·  Experience with Windows Mobile 6.5 used on handheld devices

·  Experience with mobile device management console Airwatch and Avalanche

·  Imaged and put into production HP t610 and t620 thin clients which used Vmware

·  Utilized Microsoft OneDrive for Business for cloud solution for storage and backup

·  Proficient in Cisco PBX phone system which we used for all our internal and external VOIP phones

 

IT Technician     DigitalglobeSep 2014 – Nov 2014

 

·  Orbit VDI (Virtual Desktop Infrastructure) Windows Server 2012 R2

·  Used Citrix XenDesktop and VMware environment.

·  Managed pages on Atlas (Sharepoint 2013) company intranet.

·  Entrust Identity Guard for two step verification when logging in remotely.

·  Installed and used Lync Chat for users to have group chats and instant messaging.

·  Used Webex and Webex Productivity Tools for online interactive meetings.

·  Managed AD (Active Directory) Security Groups adding and removing them from individual accounts.

·  Mapped network drives and printers to all workstations and profiles.

·  Utilized VDI Director (Remote Assistance) to help users solve issues remotely

 

LAN ManagerUnited States ArmyJan 2011 - June 2014

 

·  Tier I/Tier II Desktop Support for all users troubleshooting software, hardware and network issues.

·  Created and managed hundreds of accounts in active directory.

·  Responsible for maintaining over 70 user accounts in active directory at any given time.

·  Tracked a master list of all workstations/users in the company.

·  Reset user passwords and created computer objects via Active Directory.

·  Effectively completed a project requiring the move of over 70 users and 60 computers and 20 phones to a new office location, testing applications, verifying connectivity and ensured all required systems were in place and functional within 30 days.

·  Installed operating systems and relevant military and civilian software.

·  Repaired computer, printer and peripheral equipment.

·  Successfully executed the migration process of Windows Vista to Windows 7.

·  Created folders on a file server, enabling sharing, and mapped network drives at each workstation.

·  Performed troubleshooting, maintenance, and repair of servers and routers at customer sites.

·  Responsible for resolving trouble tickets regarding installation/maintenance

 

Helpdesk/IT technicianUnited States ArmyMay 2008 - Jan 2011

 

·  Distributed workstations and peripheral devices and mobile phones to users.

·  Monitored a network over one year with less than 2% down time.

·  Configured a network with Cisco VOIP phones and Computers.

·  Ran Ethernet cable lines, made CAT 5 cables and installed Ethernet cable.

·  Inventoried computers, peripheral devices, and software monthly.

·  Contacted third party vendors for technical support regarding units that were currently under warranty.

·  Smart Card Authentication and approve it.

·  Installed and utilized Lotus notes for digitally signing documents and tracking them.

 

EDUCATION/TRAINING/CERTIFICATIONS/AWARDS

 

2 week Comp TIA A+ classDynamic Worldwide2011