SUMMARY OF QUALIFICATIONS

Active Government Secret Clearance SCI

Over Nine 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

Tier 2 Support Engineer GAVS Technologies Jan 2017 – Nov 2017

Utilized SAP software for ordering and tracking computer equipment and peripherals

Responsible for setting up VOIP phones using the Cisco Unified Call Manager and Unity Connection

Participated in rolling out Windows 10 by imaging over 300 laptops and desktops with the new OS

Helped provide a quick response to the WannaCry Virus by patching all Windows XP machines and getting old machines off the network and later replacing them with Windows 10 machines

Triaged support tickets and routed to appropriate support groups if necessary

Helped resolve all tickets that are in scope of level 2 and level 3 with the service desk team

Monitored application and server performance via automated alerts through Service desk

Escalated critical alerts and high priority issues to next level teams per process flow

Managed Microsoft Office 365 subscriptions and licenses in the O365 Admin Portal

Worked with third party company Wireless Watchdogs to manage company cell phones and Mifi’s

Windows 7, 8.1 and 10, Android and some IOS operating system support

Windows Server 2008, 2012 operational knowledge and Print Server support

Fair knowledge about SAP Tier 1 support including installs and troubleshooting

Trained on the administration of Microsoft Deployment Toolkit (MDT) for capturing images

Enrolled company phones with Microsoft Intune for security and company email

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

Utilized software such as As400 Rumba system for inventory and orders and CRM

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 Digitalglobe Sep 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 Manager United States Army Jan 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 technician United States Army May 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 utilizing Solar Winds.

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.

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