Active Directory Desktop Support

WORK STATUS: US Citizen

EDUCATION

M.S in Computer Information Science, University of Maryland

B.S in Computer Information Science, University of Maryland

TECHNICAL SKILLS

●Software: MS Office,, Dreamweaver, Share Point, Reference Manager, IMPAC II, HomeSite, Lotus Notes, Outlook, Documentum, Remedy, Eclipse

●Languages: Java, Trust, JavaScript, SQL, VB, XML, HTML, C, BASE/SAS

●Operating Systems: Window XP/7/8/10/UNIX, LINUX, MAC

●Rational Tools: IBM Rational Suite (Rose, Requisite Pro, Clear Case, Clear Quest) Eclipse

PROFESSIONAL EXPERIENCE

01/ 2015 – 10/2017

Salon & Spa LLC

IT Specialist

●Responsible for Customer Service, the operation and resolving all IT issue

●Provided Support Window 7/Window 10, troubleshoot and resolved computer problems

●Install software; and performed general troubleshooting and maintenance for business clients.

●Support PC troubleshooting of basic network issues (IP configuration)

●Installs and configures applications software and related hardware (such as printers; scanners; drives; monitors

08/2014 - 11/2014

Doc2e-file

IT Specialist

●Receives trouble calls/ reports on equipment and diagnoses problems

●Monitors system-processing activities by observing computer console

●Performs local and remote testing on equipment, including running computer programs

●Performs all functions required to prepare and install microcomputers and related

●Assists in the diagnosis and resolution of software problems

●Prepares and coordinates sending equipment out for repair, order and inventories

●Implements systems and provides for ongoing maintenance and enhancements

●Trains users in the basic operation and maintenance of microcomputers

●Operates other information technology related equipment such as scanners, printers

●Performs miscellaneous functions as required, including calling vendors to report and resolve problems

05/2014 – 08/2014

Robert Half Technology/District Attorney Office

Desktop Support Specialist

●Maintain operating systems on all desktops and Laptop computers

●Setup, testing and implementation of all Desktop and Laptop systems

●Staging, Installation, Data Migration for PCs, Printers and Network Printers

●Managed and resolved incidents in compliance with organizational incident management process

●Utilized incident tracking system to accurately document all problems and resolutions

●Maintain anti-virus software and application updates and other duties and projects as assigned

●Maintain accurate IT inventory documentation for hardware and software

08/2013 – 02/2014

Department of Treasury, Internal Revenue Service

IT Specialist (System Analysis)

●Performed System analysis and Java application maintenance, testing, modifications

●Arranged project requirements in programming sequence by analyzing user’s requirements

●Supported applications software used in one or more organizational with IRS

●Confirmed program operation by conducting test; modifies program sequence and code as necessary

01/2013 -- 06/2013

DMI Inc/Department of State

(System Administrator

●Performed daily tasks of systems administrative for Windows and Unix Systems

●Maintained files as required by the vendor of custom design application

●Performed installation, planning and security of computer facilities

●Deleted users account, set permissions and set passwords and added users to groups

●Installed, troubleshoot, support and configuration of hardware and software

●Provided in-person, remote, phone and e-mail general IT issues to clients

●Participated in special project such as Windows implementation, application upgrades

●Managed and maintain all system backups and disaster recovery Technology

●Provided support Win XP/Window 7 and Outlook and performed network troubleshooting

●Manage and Configure MS Active Directory, DNS, DHCP and Domain Controllers

●Created user accounts, connected users to domain, and elevated rights to users as required via Active Directory

●Remote Desktop to servers, for various configurations, i.e. setting up shared folders, assigning/removing permissions and other administration.

●Manage and Image PCs using Symantec Ghost Server for new and existing equipment

●Responded and follow-up to customer requests in a timely and efficient manner

●Remotely accessed network to resolve problems/issues.

●Assisted clients with creating an user account, password reset, network ID via Active Directory

●Provided full support Microsoft Outlook by enabled items, created PST folders, calendar appointments, out-of-office message, and email groups with rights, email accounts.

07/2012 -- 12/2012

IT Solution/IBM Corporation

Computer Operator

●Monitored server tape requests; mount back-up tapes at site

●Performed tape library function (i, e., log tapes into the system, mount and pull tapes

●Performed edits, periodic, restores and backup as required for jobs

●Inserted/removed backup tapes for system and cleans drives

●Performed Emergency recalls as required by customer

11/2011 -- 6/2012

Lockheed Martin/Department of Health and Human Services

Desktop Support Specialist

Staging, Installation, Data Migration for PCs, Printers and Network Printers

●Analyzed failed equipment according to established methods

●Performed standard repairs and tests of components or equipment

●Tested, modify, and updated protection policies

●Created, tested, and managed desktop image standards.

●Configured and enforce Window operating system, application and security updates

●Tracked tickets, responded and resolved issues over the phone

03/2011 -- 11/2011

Department of Treasury, Internal Revenue Service

Desktop Support Specialist

●Deployed Desktop and Laptops to current and new hire employees

●Troubleshoot network connectivity issues and new employee setups

●Assisted in standardizing PC configurations, installed and updates including Operating system, hard drive, encryption, memory, CD-ROM, printers. Etc

●Maintain and record of trouble tickets/resolution using Remedy Ticketing System

●Tested, modify, and updated protection policies including coordinating policy

●Performed data and profile migrations in preparation for delivery to end-user

●Trained and supervise new hire employees for special Applications

●Assisted customer in person or by phone in resolving laptop issues

●Remote software installs. Added Network printer in to customer profile

●Password resetting in GroupWise, Novel, Citrix, and SAP. Added Network Printer using AD on to Customer profile

12/2008 – 12/2010

Department of Treasury, Internal Revenue Service

IT Specialist (System Analysis)

●Worked in a team that develops of software application for the PC/Server/web environment, language use such as Java, SQL, HTML, XML, JSP, and JavaScript

●Participated in team designed document such as analyzing and creating class diagrams, sequence diagrams using rational tools, conceptual design, detailed design, and functional design documents

●On site customer support at pilot sites and deployment areas for new application software project releases and document customer business rules

●Coded, Test, Analyst and debug errors according to detailed project requirements

●Supported the maintenance of existing application software

●Trained customers how to use new application software

●Worked closely with contractors to perform duties as assigned

●Experienced in using manual and automated testing tools from Rational Suite to perform User Acceptance Testing (UAT)

●Experienced in System testing, performance testing, Integration Testing to ensure the software meet the system requirement and specifications

●Experienced in working with XML, HTML end client technologies JavaScript.

●Experience in Testing approach document, test plans, test scenarios, test procedures, test cases, and test data. Successfully fixed errors and performed User Acceptance Testing (UAT) working with team

●Performed functionality Testing, Regression Testing, System Testing, Integration Testing, and performance testing to ensure that the software meets the exact system requirements

08/2007 - 12/2008

Department of the Interior

Desktop Support Specialist

●Support Headquarters, Field and Regional offices for the Department of the Interior

●Performed daily tasks of systems administrative for Windows and Unix Systems

●Adding Users & Groups, Building Domains, software updates & upgrades based off of SLA.

●Created user accounts, connected users to domain, and elevated rights to users as required via Active Directory

●Remote Desktop to servers, for various configurations, i.e. setting up shared folders, assigning/removing permissions and other administration

●Performed computer management, Created and updated IT inventory to SharePoint

●Virtualized Physical servers to virtual servers and maintain performance

●Managed and configure MS Active Directory, DNS, DHCP and Domain Controllers

●Managed and Maintain all system backups and disaster recovery Technology

●Assisted user with network log on to assigned networked applications

●Assisted network wiring including installation of patch cables leading from hubs

●Maintained networked printers: clean, change toner cartridges, troubleshoot

●Installed and maintain other peripherals: i.e. CD-ROM drives, tape drive, etc

●Retrieve lost documents for end users, register and set up Lotus Notes accounts

●Provide in-person, remote, phone and e-mail General IT support to clients

●Assisted network wiring including installation of patch cables leading from hubs and patch panels

●Manage and Image PCs using Symantec Ghost Server for new and existing equipment

●Manage user profiles through Active Directory/Exchange (New User, Delete, and Modify).

1/2003 – 08/2007

Department of Health, National Institutes of Health

Support Specialist

●Provided technical and administrative support services to Program Directors, Grants Management Officers, Program Analysts, Specialists, and Scientific Review Administrators NIH wide

●Assisted the organization with the implementation of work resolve in-depth, hands-on granting program

●Document customer support issues and resolution in knowledge base articles

●Supported issues resolution in knowledge base articles and support science research

●Coordinated scheduling and planning for travel, meetings and other activities

●Help staff identify technology support tools needed for use in the workplace

●Created reports of web activity using server generated log files and databases

●Analyzed and collected grants and updated grants database for quality control

●Maintained files and reference materials and prepared various grant related reports

●Maintained scripts used to dynamically covert text files to navigational HTML files

●Developed and design elements including site layout, navigation, images, and icons

●Prepared web pages for coding by cutting and optimizing images

●Performed troubleshoot web based problems

●Performed independently research, troubleshoot and resolve problems

●Establish and monitor statistical process controls in compression an other areas as need

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