Engineer Customer Service
Resume:
Maurice Tolbert
******************@*****.***
(In the process of relocating to Raleigh NC)
Technical Skills
. MS Office 2K3+, Exchange, Server 2K3+, SharePoint, and Windows OS 95+
. Remedy, Heat and HP service Center Ticketing system
. VMware 4.1
. PGP authentication and encrypting software and MacAfee Safe Boot
Encryption software
. Web EX, Logmein, Crossloop, and Windows Remote
. Avaya and Nortel phone system services (VoIP)
Certifications and Achievements
ITIL V3 Foundations Clearance: DOC Active
(Level available upon request) Comp Tia A+ certified
Microsoft MCP Certified
Professional Experience
Sr. Systems Engineer - Washington DC
Hewlett-Packard (United States Senate Contract)
May 2012-Present
. Provided high level IT support for U.S. Senate Intelligence,
Appropriations, and Judiciary Committees as well as over 100 Senators.
. Responsible for troubleshooting HP G2-G8 DL series servers and HP
Blade servers.
. Install and reconfigure servers and associated hardware or software.
. Set up and configured Cisco RV series VPN and firewall routers.
. Perform daily system monitoring to include performance, space
utilization, review event logs and verify that jobs completed
successfully.
. Rack and stack servers, UPS, tape drives, TFT monitors, KVM switches,
and other components in server racks.
. Reconfigured or created new jobs in Symantec Backup exec to the
systems admin preference for the senator's office.
. Configured active directory, Microsoft exchange, and Blackberry
Administration Service on newly installed servers.
. Collaborate with other Technical Support Engineers to provided
additional IT Support in an enterprise environment.
. Rebuild and upgraded multiple components on Mac Pro towers, 27 inch
IMac, as well as preforming software and Hardware upgrades.
. Replace and upgrade components on desktops, laptops and servers.
. Responsible for bringing severs back up that crash due to a faulty
updates or hardware failure.
. Insure all backup tape drives or robotic library and Symantec Backup
Exec or Avamar backup utility is up and running after server hardware
has fail or shutdown unexpectedly.
. Responsible for adding and removing computers from multiple domains.
. Involved in desktop engineering activities such as building desktop
images using Symantec Ghost.
. Analyze, document, and architect complex system configurations and
standards for existing physical and virtual server environments.
Sr. System Analyst/ Supervisor - Alexandria VA
USPTO (United States Patent and Trademark Office)
Feb 2011-May-2012
. Provided IT support to over 30,000 internal employees.
. Ensured all SLAs were met before the end of each shift.
. Managed a team of 30 employees on a single shift and ensured all task
were handled in a timely matter.
. Implemented new policies to increase the quality of tickets created
and obtain higher FCR (First Call Resolution) numbers.
. Provided training to other Systems analyst on procedures and coached
them on technical and customer service skills.
. Responsible for trouble shooting over 200 AIS Patent internal and
external applications.
. Monitored internal network spikes utilizing site scope.
. Setup and installed Citrix servers on multiple PC's and servers.
. Assisted home users and VIPs with logging into the VPN if on travel or
teleworking.
. Set up and configured Cisco NAC agent utility on end users PC to
ensure there was secure connection to private information on the
network.
. Responsible for setting up new user accounts in active directory for
internal employees.
. Troubleshot VOIP issues with office communicator and Cisco phones.
. Provided RSA SecurID token support if end-user fob was breach or
locked out due to security reasons.
. Maintained and cleaned up end-users virtual machines utilizing vSphere
for those who received multiple errors and startup issues.
Sr. Helpdesk Technician - Reston VA
Access systems (General Services Administration Contract) GSA
Dec 2010-Feb 2011
. Responsible for helping GSA employees with the etools program.
. Help multiple different employers use eoffer to submit contracts to
GSA.
. Escalated different problems to Tier 2 for the eoffer/emod GSA website
when issues occurred.
. Worked with GSA contracting officers to obtain information on
employers who are putting bids in for new contracts.
. Helped GSA contracting employers install encrypted digital
certificates to gain access to eoffer/emod system.
. Walked internal user threw different security fields when accessing
the secure website areas.
. Sent multiple emails out to GSA and contracting employers for web
support for the eoffer/emod program.
Sr. Help Desk Engineer Tier III - Herndon VA
Strayer University Corp (6 month Contract)
May 2010-Dec 2010
. Supported corporate and over 15 satellite locations with PC and
desktop application support issues.
. Maintained and troubleshot desktops (HP/Lenovo/DELL), laptops and
printer (Lexmark/ DELL).
. Provided remote support utilizing Web Ex remote access.
. Updated accounts in Microsoft exchange server, as well as active
directory.
. Responsible for setting up end-user Blackberry's, air cards and
laptops to the university domain controller.
. Created new user account for domain and host access use for university
faculty.
. Provide support for applications, backups, and systems management for
multiple sites.
. Investigated, analyzed, and resolved software, hardware, and systems
connectivity problems.
System Administrator/Technical Support Specialist - Woodbridge, VA
MA Technology (Keller Williams Reality Contract)
May 2007- May 2010
. Maintained system performance by performing system monitoring and
performance tuning.
. Troubleshot system hardware, software, networks and operating
systems.
. Responsible for implementing and maintaining system security and
configurations of 3 company servers while providing IT support to
over 45 end-users.
. Troubleshot end-user VM Ware when working from home or another office
location on a vertical machine.
. Responsible for helping end-user log into the secure cisco VPN when
away from their desk.
. Assisted end-user with company blackberry's, Androids and air cards
when malfunction occur.
. Built and repaired computers, servers, laptops, and palm PC's to the
component level.
Desktop support Engineer - Woodbridge VA
Pegasus Computer Center
April 2005-May 2007
. Worked with network professional on various upgrades and installs at
different locations.
. Provided functional and technical support, troubleshooting and
diagnosing hardware and software problems, including desktop, laptop,
WAN, LAN, and remote systems.
. Assisted in installation & updating of software, as well as the setup
& troubleshooting of all equipment.
. Expertly installed, configured, monitored & troubleshot PC's and
related hardware.
. Performed diagnostic testing on PC equipment and ensured printers were
up and running at all times.
. Identified and removed computer viruses and provided major repairs in
accordance with outside vendors.
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