OBJECTIVE
To obtain an IT position with a dynamic IT company with strong team focus utilizing my experience as an IT professional to further my growth, as well as, strengthen my technical skills and expertise.
PROFILE
A highly motivated individual with over 6 years IT experience and technical expertise in the industry with over 13 years of knowledge in the field. Accustomed to performing in deadline-driven environments where attention to detail is critical. A knowledgeable professional and a dynamic team player. Quick learner and excellent listener, adapts well and quickly to new situations and welcomes challenges. Self-motivated, accountable, and actively striving to exceed personal expectations. Strong problem solving skills and enjoys the opportunity to expand new horizons.
SKILLS
Software:
MS DOS, and Windows Client OS 95-XP and Windows 7 (Ultimate 64-32bit, Professional 64-32bit), MS Windows Server OS 2000 - 2008 32bit, Mac OS 8, 9, X Leopard, Ubuntu Linux 8-10, MS Office Suites 2000-2010, MS Office Communicator 2005-2010, MS Lync 2010, MS Exchange 2000-2003, MS LiveMeeting 2005-2007, MS SharePoint 2007, Active Directory, Symantec Backup Exec 10, BMC Remedy Suite 6.3 to 8.0, Altiris Ticketing System, Mantis Bug Tracker, Share-Point 2003-2007, Internet Explorer, Mozilla Firefox, Google Chrome, Adobe Creative Suite 2-4, BaseCampHQ, and Nortel MCS Client.
Security:
RSA Security, McAfee Enterprise AVP, Kaspersky AVP, Symantec Enterprise AVP, WEP, WPA, WPA2, AES, McAfee Safeboot and PointSec Encryption.
Network:
TCP/IP, WLAN, HTTP, FTP, DNS, SMTP, POP3, DHCP, TS, RDP, Cisco VPN, Blackberry Enterprise Server, PBX phone systems, shared/network drives, printers, scanners, copiers and fax machines.
Hardware:
Dell - PowerEdge Series Servers, Latitude, Inspiron, Optiplex, Precision, Dimension and XPS Computer Systems, HP - Desktops, Laptops, Printers and Scanners, RICOH - Multifunctional Printers - Scanners, OkiData Printers, Xerox Multifunctional Printers - Scanners, LinkSys, D-link, Cisco, NetGear and Belkin (Routers, Switches, and Wireless AP’s), Motorola, Apple, HTC/Samsung Android, Blackberry, and Nokia Handheld Mobile Devices, UPS, coaxial cable, twisted-pair wire, and ethernet/cat5/cat5e/cat6.
Tools:
Ghosting/Imaging desktops and laptops, WinTernals, PcAnywhere, SecureMeeting, Remote Assistance, GotoAssist, LogMeIn, Remote Assist, and DameWare.
Other:
Network/Domain virtualization, local/network data backup and recovery management, and telecommunications.
Web Site Developement:
www.iamb.net
www.alphafaucets.com
EXPERIENCE
NIS Solutions, Inc. 02/2013 – Present
Executive Office of the United States Attorney’s Office, Department of Justice.
Microsoft Subject Matter Expert, Tier II - Helpdesk Technician
• Support Department of Justice Microsoft WordAssist Help Desk operations.
• Collaborate with the Project Manager to develop Standard Operating Procedures (SOP).
• Provide End-User support using Microsoft Office Suite 2010 features/functions as solutions for reported incidents.
• Provide customer service and troubleshooting support for government customers.
• Assist End-Users in creating, customizing, and formatting legal documents in MS Word 2010 for the EOUSA customers.
• Provide customer support for EOUSA users whom have transitioned from WordPerfect to Microsoft Word 2010.
• Provide prompt End-User remote support while applying troubleshooting expertise to solve Microsoft Word issues reported by EOUSA customers.
• Develop Training Modules to assist DOJ personnel in transition from WordPerfect Suite to MS Office.
• Conduct Virtual Training Courses utilizing Adobe Connect covering various features of MS Word including: Word Basics, Essential Tools and Features, Mail Merge, Tables, Styles, etc.
• Develop a F.A.Q. documentation regarding MS Word 2010 features to be shared on the DOJ MS WordAssist SharePoint site for all EOUSA users.
General Dynamic's Information Technology 03/2011 – 01/2013
United States Patent & Trademark Office
Helpdesk Technician
• Supported the United States Patent & Trademark Office (USPTO) under IMTAS.
• Provided Tier I phone support, e-mail and remote support for desktop/laptop problem diagnosis and resolution for all 25,000+ local and/or remote users of the USPTO.
• Supported Commercial Off-the-Shelf (COTS) applications and 400+ proprietary applications with-in USPTO.
• In charge of processing all inbound Service Desk e-mails and voicemails and ensured proper routing to appropriate groups or teams for proper resolution.
• Collaborated with the Accounts Management and Request Fulfillment Groups to ensure the proper tickets are being created.
• Created appropriate parent/child records with Remedy Ticketing System for all hardware deployments.
• Created procedural documentation for various processes for internal use of Service Desk Team working in collaboration with Department Leaders and Government Staff.
○ Email Process
○ Voicemail Process
○ Interaction Client Usage Procedure
○ Service Desk Responses
• Training of new hires on the Email and Voicemail ticket creation process and procedure as well as general procedures and protocol.
• Remotely installed, upgraded and/or configured COTS or other proprietary software.
• Troubleshot and resolved hardware and/or software issues with Microsoft Windows 7 and XP
• Assisted in proper escalation of unresolved issues to appropriate groups or teams with-in the Service Desk structure.
• Remotely installed, upgraded and/or configured local/group/network Dell, and HP printers - scanners.
• Troubleshot and resolved Microsoft Office Suite 2003-2010 and any other software issues.
• Diagnosed and repaired dual monitor issues with on-site and remote users.
The Mouse Artist, Inc. 12/2009 – 12/2010
IT Specialist, Systems Administrator, Manager
• Created and maintained Microsoft Windows Server 2008 32bit with file/print server role.
• Troubleshot and resolved hardware and/or software issues with Microsoft Windows 7, Vista, XP, and Mac OS-X Leopard.
• Troubleshot and resolved Microsoft Office Suite 2000-2007 and any other software issues.
• Implemented deployment of Windows 7 32bit.
• Developed and implemented employee training on Windows 7.
○ New features and enhancements to Explorer
○ Desktop interface updates
○ Task-bar Tools
○ Creating and accessing file shares and network resources
• Troubleshot and resolved all IT related issue.
• Manage monthly backups.
• Monitor and manage WLAN connectivity, coverage, security and encryption on wireless routers/adapters >10 users.
• Created, updated and maintained all internal documentation.
○ Employee Guidelines
○ Time Sheets
○ Duties and Responsibilities
○ Employment Manual
• Manage...
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