Desktop Support Engineer

IVAN VALENZUELA

***** ******* **** **. ********** MD 20874 240-***-**** adc35c@r.postjobfree.com

Country of Citizenship: United States of America

Veteran’s Preference: No

Security Clearance:

SF-86 (US Nuclear Regulatory Commission)

6C (US Department of Education)

5C (US Department of Housing and Urban Development)

Overview:

Extensive background in Information Systems, Computer Operations (Data Center), Network Migration, Production Control, Media Management, Customer Service, Help Desk and Technical Support positions for financial and government-contract organizations.

Professional Experience:

INOVA Fair Oaks Hospital (Employer: Apex Systems)

3600 Joseph Siewick Dr, Fairfax, VA 22033 Dates Employed: 01/05/2019 – 4/9/2020

Lead Field Tech. Engineer - Responsibilities:

Responsible for installation of imaged desktops and pre-configured peripherals for assigned Health System locations, ensuring all are correctly installed and confirm all required business functions are working as required with end users.

Maintains complete and accurate documentation involving completion of service request, resolutions of issues reported through the customer support line or approved project work requests.

Communicates status to internal and external constituents to keep project team informed. Assist the other members of the team if required.

Troubleshoot Network connectivity issues. Ensuring devices are authorized in ISE and authorizing them if necessary. Reserve IP addresses in InfoBlox for printers and other devices if needed. Update VPSX records. Adding or re-activating workstations in Active Directory.

Responsible for X-Connects, maintenance and functionality of all hospital network closets.

INOVA Health System (Employer: Apex Systems)

44045 Riverside Pkwy, Leesburg, VA 20176 Dates Employed: 04/05/2017 – 12/31/2018

Tier 2 Lead Desktop Support Engineer - Responsibilities:

Responsible for the large-scale network expansion and reorganization of an enterprise medical healthcare system, comprising of five hospitals and over one-hundred non-hospital facilities.

Lead a team of four multi-functional technicians in support of IDF/MDF migration processes, assigning and prioritizing daily tasks, ensuring balanced workloads, and effectively utilizing team members to perform outstanding technical work with minimal disruption of medical services.

Collaborate with project stakeholders to meet deliverables, consistently exceeding expectations. Worked with vendors and team members to manage project components. Identify and mitigate potential problems with IT delivery.

Provide technical support utilizing InfoBlox, IPAM, and VPSX, working with peripherals, printers, workstations, and servers. Maintain system services availability through competent administration of DNS, DHCP, and IP subnets.

Proficient in using Cisco ISE to authenticate multiple devices including Cisco switches, Avaya IP phones, Kronos, Crestron, and other A/V devices.

U.S. Nuclear Regulatory Commission (Employer: Aqiwo, Inc.)

11555 Rockville Pike, Rockville, MD 20852 Dates Employed: 03/08/2009 – 11/30/2016

Helpdesk – Sr. Systems Analyst Responsibilities:

Providing Tier 1 / Tier 2 customer technical support on Windows 7, 8, 10 and Mac computers for Electronic Filing, including EDATS, Electronic Hearing Docket, Criminal History and General Forms Administration applications by applying diagnostic and troubleshooting techniques to identify problems, investigating causes and performing corrective measures.

Providing support for application authentication access. Logging problem(s) into Footprints Ticketing System and maintaining ownership of the problem until resolution. Encouraging and recommending process improvement to users through trend analysis.

Supporting a wide range of SSL certificates. Processing requests for obtaining NRC’s digital certificates in order for users to be able to make their fillings electronically. Process involves renewing, approving, and sometimes revoking digital certificates for all NRC’s EIE users. Detailing reports and audit trails.

Lockheed Martin

30 West Gude Drive, Rockville, MD 20850

Employed: 03/2008 – 03/2009

System Analyst Responsibilities:

Performing IT Helpdesk support (Tier 1 / Tier 2) for Microsoft web-based integrated products. Monitoring Remedy Ticketing System, isolating and troubleshooting problems. Configuring Microsoft IE Explorer web browsers. Building schedules using Microsoft Project. Reporting Helpdesk Metrics and Weekly / Bi-Weekly Status Reports to Management and NRC Client.

ACS, Inc. Government Solutions

1 Curie Court

Rockville, MD 20850

Dates Employed: 01/1994 – 03/2008

Lead Computer Operator Responsibilities:

Monitor and support a multi-platform Data Center environment utilizing software to assist in troubleshooting problems. Used Active Directory to create and delete users as well as reset passwords. Keep problem tickets updated and inform management of problems. Maintain daily logs, turnovers and reports on clients being monitored. Act as mentor to lower level monitor operators and assist in training and development of their skills.

Making sure all company and local security procedures are updated and followed. Performing monthly security audits, on over one hundred Windows and UNIX servers.

Coordinating and validating the control, organization, and identification of Production Control functionality over a group of ten staff members. Creating and administrating daily, weekly and monthly schedules for government and commercial client base involving multiple platforms, via Automated Scheduling Facility.

Providing 1st level customer support to CDSI and government clients. Supporting Unix, NT, Sun Systems, Servers, Telecommunications devices, as well as Network Security and network performance issues. Operating, monitoring, and controlling mainframe, mini-computer consoles, associated communications systems, and peripheral equipment, including processors, tape / disk drives, and printers. Assisting remote Web site and network users in accessing files and maintaining proper user connections. Monitoring servers and job queues on LAN consoles. Verifying that servers and web pages are up and running.

Education:

Montgomery College, 06/1992 – 05/1996

Rockville, MD 20850 Major: A.A. Computer Science

Operating Systems: Windows XP, Vista, Windows 7, 8 and10, Mac OS X.

Software Tools: AD, InfoBlox, VSPX, Remedy, Footprints, Peregrine, and ServiceNow.

Job-Related / Technical Training:

INOVA Technology Security Awareness Training (2017, 2018, 2019, 2020)

Star Performance Award (October 2017)

NRC Records Management Training (2016)

Defensive Counter Intelligence Awareness Training (2013), (2014), (2015), (2016)

Computer Security Awareness (2010), (2011), (2012), (2013), (2014), (2015), (2016)

Information Security (INFOSEC) Awareness (2010), (2011), (2012), (2013), (2014), (2015), (2016)

Languages: Fluent in Spanish

Reference: Furnished upon request

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