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Desktop Support/Help Desk Technician/System/Network Administrator

Ellicott City, Maryland, 21043, United States
June 13, 2018

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Desktop/Help Desk/system/Network Administrator

Ellicott City, MD 21043, Cell 860-***-****

Professional Summary

A dynamic and highly skilled solution-oriented IT professional with more than 10 years of experience in providing client-focused comprehensive technical support to end-users in a high-volume environment.

Demonstrated strengths in diagnosing, troubleshooting, and resolving hardware, software, and network issues.

Demonstrated ability to satisfy users through analysis and problem resolution. Recognized as the “go-to-person” for immediate resolution to technical issues.

Outstanding listening, communication, and people skills; able to communicate technical concepts to non-technical audience; interfaces effectively with upper management, vendors, staff, peers, and users.

Strong technical background with a solid history of delivering outstanding customer service. Genuine commitment to quality and customer satisfaction. Education

Bachelor's in Computer Science and Engineering, 2004 Certifications

CompTIA A+,

MCP (Microsoft Certified Professional)

MCSA (Windows server 2012)

MCSE (Windows Server Infrastructure)

CCNA (Routing & Switching)


PM America, Gaithersburg, MD June 2015 - Present

Desktop Support/ System/Network Administrator,

Plan, deploy, manage, and optimize Microsoft-based enterprise solutions. Provide state- of-the-art solutions for high availability and fault tolerance.

Perform Windows Server 2003, 2008, and 2012 installations, administration, upgrade, and patching.Windows Server installation and administration to include troubleshooting and root cause analysis as well as VMware client/instance installation and management.

Install and implement new releases and patches to the operating system software as well as firmware upgrades. Implementsecurity hardening requirements and structures provided by security division to secure the operating system structures to prevent unauthorized access and deny access to systems.

Perform installation, configuration and deployment of new IIS servers. Perform installation, configuration and deployment of new Microsoft servers and accomplish server security updates following established procedures and guidelines.

Provide support to users, software vendors, and other administrators (i.e. database, application, network, other OS systems, backup, and storage administrators) with problems, projects, and implementations.

Install, configure, document, and support Microsoft SQL Server in an enterprise environment, including managing storage, setting up user accounts, securing and backing up the servers, as well as other functions.

Support active directory tasks. Supports third-party product server installations.

Create Window system administration related Standard Operating System (SOP), as well as procedures and policies.

Participate in data center support activities such as Disaster Recovery, data replication, infrastructure support activities such as documentation, develop architectural diagrams, and troubleshoot performance issues.

Track and document all system changes, problems, issues, and work tasksthrough change orders, service requests, incident and/or problem tickets.

Installing, setting up, and supporting IT assets and products including desktops, laptops, servers, printers, networks (switches, routers, firewalls etc.), workstations, operating systems, application software and related hardware

Maintaining network and PC preventive maintenance logging efforts to ensure network and data integrity

Actively monitoring ticketing system, emails for any incident, request and determine root cause of issues while performing the day to day activities

Prioritizing service tickets and providing support service to clients.

Resolving daily technical issues and providing desktop, network and system administration support.

Handling data network and server management, and testing network connections.

Installing, testing, and reviewing Operating Systems and Applications.

Testing work stations for smooth connectivity and ensuring proper functioning.

Training end users on functions of hardware and usage of new software applications.

Acting as an escalation point for troubleshooting advanced network/systems issues, consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.

Providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Responding to queries either in person or over the phone.

Creating customers/users profile, data transfer, mapping network drives and printers.

Resolving desktops, laptops, printers and peripherals, system and patches, and resolution of software issues in Windows platforms, system maintenance and recovery tasks

Providing general troubleshooting on operational systems, and monitor system configurations ensuring functionality.

Resolving users’ permissions& security issues

Installing Windows Server OS X, Add Server roles and features, Add Domain controller, Active Directory

Imaging & Deployment of Client OS, Active Directory Management, User Creation, Permission, Group policy applying, Server Commissioning & Decommissioning, Windows Client Configuration, Remote Support, Network Monitoring & Management, Virus & Malware Prevention

Working on a Self-Driven with the ability to work alone with little or no direct management as well as a team player.

Washington Gas Limited (WGL),Springfield, VA February 2011 - April 2015

Desktop Support / System Administrator

Provided service desk support to the clients and internal employees.

Created new hire orientation related to PC set-up for end users and internal employees.

Maintained records of all calls from customers using designated Service Management tools, escalated issues to the appropriate department and personnel through ticketing system called Connect Wise.

Investigated, examined, troubleshot and solved hardware and software issues quickly.

Provided support and instruction for Microsoft Office suite of products, all versions.

Compiled backup status and results of previous day backup jobs for specified customers.

Dispatched support personnel, as required, by customer requests for service.

Monitored and responded to system generated servers’ alerts for all UNC client.

Created and decommissioned Active Directory, Novell and e-mail accounts.

Performed all procedures based on Standard Operating Procedures (SOP'S) with associated testing.

Processed non-warranty and warranty calls for hardware (example, HP, Dell, Macintosh,) and update configured database as required.

Unlocked and reset passwords for user accounts.

Diagnosed and troubleshot 2nd level network issues.

Resolved issues for clients using designated remote access tool.

Performed troubleshooting and repair work including remote access, application support, printers, internet access, file restoration, and hard drive, video card, and power supply replacements, OS Imaging and Deployment of Windows 7, 8 and 10.

Configured Microsoft outlook for email POP or IMAP account settings. Backup user, email .pst file, resolve email issues and restore data from old PC to new PC as needed.

Completed given Task (Diagnose, upgrades or shapes) within assigned timeframe.

Installed and configured network printer, scanner, multimedia projector and other computer related devices as needed

Maintained LAN and Internet connectivity products (Switches, Routers and Firewalls and their installation and configuration.) UTP Cat 5, 5e, 6

Backup user email, resolve email issues and restore it from old pc to new PC. Work Authorization: Permanent Resident (Green Card) Security Clearance: Obtainable

References: Strong references will be provided upon request

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