JAMAL BOLES

**** *********** ****. *****: ac553a@r.postjobfree.com

Henrico, VA 23231 Mobile: 804-***-****

A skilled Senior IT professional with Desktop/Network support experience in various enterprise environments. 19 years of overall IT experience. I possess comprehensive knowledge of computer software, hardware and peripherals. I am a determined self-starter with excellent customer service skills and the ability to work independently, or as part of a team. SKILLS SUMMARY

Operating Systems: W indows 3.x,IBM OS 390,Windows 95, Windows 98, Windows 2000, Windows NT, Novell, TCP/IP, IPX/SPX, Net Bios, Net Beui, Knowledge of LAN/WAN Topology, Hubs, Switches, Routers, Windows XP, Windows Vista. Windows 7, 8, 8.1, 10, Windows Server 2003. 2008, 2012 Mac OS X 10.9.5 Ticketing Systems: R emedy Tracking System, Peregrine Service Center, Support Magic, Advanced Helpdesk, Clarify, BMC, HPSM, Sharepoint Service Desk Languages: JCL, MVS, AIX, UNIX

Applications: MS Internet Explorer (6.0,7.0, 8.0, 9.0, 10.0, 11, and Edge) Netscape Navigator 7.02, Terminal Emulation, Lotus Notes, File net/Casper, MS Outlook, MS Exchange, MS Office 2000/XP/2007,2010,2013, 2016, 365,Cisco VPN, F5 VPN, MS Visio 2000/XP/2007/2010,2013. Remote Access Service, Citrix Meta-frame, Rumba Mainframe Emulation, TN3270, Telnet, File Transfer Protocol (FTP), Palm Pilot, Remotely Possible, GroupWise, Blackberry Desktop Manager, Amdahl Unisys, MS Net meeting, Tandem, Cisco Concentrator, Remote Assistance, Proxy Administration, I-Pass, MS Exchange Administrator, Symantec Ghost, MS Net meeting, ACE server, Active Directory, Console One, LogMeIn, Good, TeamViewer, Vidyo Administration, Solar Winds, MS Exchange Administration, MS Lync Administration, RSA Administration, VMware Horizon Adminstration, Cisco Meraki Wifi Administrative Console

Database: ODBC, Microsoft Access, SharePoint

Deployment Tools: LANDesk, SMS, SCCM 2007,2012, ERM, Good MDM, Mocata, MobileIron, Avid Phone Webcare, Goto Assist, Remote Assistance PROFESSIONAL EXPERIENCE

Consultant at The USDA, Washington, DC 11/17 - present Tier 3 Admin

• Evaluate and monitor system (server) performance and reports any warnings

• Knowledge of scripting – Powershell, Batch file, Robocopy, VB, etc.

• Address SAARs for account creation, account deletion, shared drive access on a timely basis and meet SLA

• Oversee set up and troubleshoot communications between computers, networks, data switches, printers, and other network and wireless resources.

• Maintain the computer networking system by tracking server activity, perform upgrades of software, maintain computer hardware, and install security patches Page 1 of 5

• Manage individual workload within SLA and achieve agreed targets in terms of quality, time and cost

• Run Active directory report for any discrepancies on user’s account according to SOP.

• Perform server disk management as tasked

• Provide weekly status report as tasked by the lead

• Address network outages in a timely manner

• Apply diagnostic utilities to aid troubleshooting and act as a point of escalation whenever necessary

• Strong knowledge of SCCM

• Address OSB security incidents, security vulnerability

• Server and Storage hardware configuration experience

• Manage/Monitor Network printers and troubleshoot

• Resolve CRQs and Incidents to customer’s satisfaction

• Generate Printer queue report and clean up obsolete queues

• Identify and learn appropriate software and hardware implemented and supported by the organization

• Establish and maintain user environment, directories, and security attributes.

• Manage and maintain AD security groups, User/workstation accounts, Resource Accounts, Distribution List and other AD related activities

• Identify and address technical problems (including installation, repair and system integrity) in computers, printers and other related equipment

• Provide monthly vulnerabilities status reports

• Remediate Security vulnerabilities

• Provide deployment assistance for Hardware/software/VDI/mobile devices

• Address assigned tickets in a timely manner

• Work as an escalation point amongst all groups – Tier II, PSC techs, Resource Techs, QMs.

• Address issues related to desktop (PC/MAC), RSA Token, VDIs, VTCs, Wireless connectivity, OSD, etc

• Skilled in MS Outlook, MS Excel, MS Exchange, and other Microsoft applications.

• Knowledge of DHCP/DNS

Senior IT Associate at UnitedLex, Richmond, VA 11/14 - 11\17

● Provides one on one user guidance either over the phone, face to face or by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.

● Execute the imaging, installation and deployment of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals (new and upgrades) on both a one-off and project basis.

● Responsible for the configuration, installation, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).

● Diagnose problems and/or problem requiring physical interaction with the end user; escalate technical support where appropriate.

● Open, track, and close trouble tickets; ensure problem ownership and promoting end-user satisfaction.

● Work with senior staff and other groups to resolve technical problems.

● Create tickets, respond to tickets, and escalate tickets as necessary. Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.

● Follow set policies and procedures when assisting clients to ensure proper handling of requests.

● Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.

● Conducts scheduled walk-through of assigned facilities to ensure all systems are operational

● IT Asset Management and product procurement

● Maintain Software licensing

● Assists in external/Internal Audits

● Assist in new hire training to ensure successful integration into the team.

● Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware

● Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts and senior staff when needed.

● Work with simple Active Directory functions such as user creation and simple file rights.

● Completing other duties as assigned outside of normal workload.

● Support Executives onsite at the Richmond Office

● Travel to North Carolina to support the CEO when requested

● Travel to satellite site to setup thin clients\networking\printing.

● Sole IT support for the Richmond Office of 200-300 people.

● Imaged machines using PXE boot.

● Pushed updates, managed users using SCCM 2012

● Office 365 administration

Consultant at UnitedLex, Richmond, VA 8/14 – 11/14 Senior Desktop Support Consultant/Global Service Desk/

● Provides one on one user guidance either over the phone, face to face or by remote control support software to the end-user community on hardware, software, and network related problems, questions, and use.

● Execute the imaging, installation and deployment of desktops, laptops, mobile devices, operating systems, application software, printers and peripherals (new and upgrades) on both a one-off and project basis.

● Responsible for the configuration, installation, maintenance, and troubleshooting of end user computing devices, related applications and peripherals (will include desktops, laptops, mobile devices, workstation operating systems, and related network).

● Diagnose problems and/or problem requiring physical interaction with the end user; escalate technical support where appropriate.

● Open, track, and close trouble tickets; ensure problem ownership and promoting end-user satisfaction.

● Work with senior staff and other groups to resolve technical problems.

● Create tickets, respond to tickets, and escalate tickets as necessary. Each ticket must have detailed troubleshooting documentation that explains the problem, work done on the problem and the resolution to the problem.

● Follow set policies and procedures when assisting clients to ensure proper handling of requests.

● Contribute knowledge and updated information to maintain the Service Desk SOPs and Training manuals for support.

● Conducts scheduled walk-through of assigned facilities to ensure all systems are operational

● IT Asset Management and product procurement

● Maintain Software licensing

● Assists in external/Internal Audits

● Assist in new hire training to ensure successful integration into the team.

● Delivers regular, ongoing preventative maintenance activity to desktop applications and hardware

● Maintain a professional attitude and provide excellent customer service at all times, to include maintaining a good work ethic and assisting other analysts and senior staff when needed.

● Work with simple Active Directory functions such as user creation and simple file rights.

● Completing other duties as assigned outside of normal workload.

• Level 3 desktop support troubleshooting Windows 7 application and configuration issues via bridge line and or ticket queue.

• Add membership groups to AD accounts.

• Push packages to machines’ RAP (Run Advertised Programs).

• Determine software packages’ Windows 7 readiness and communicate it with the customer

• Document troubleshooting and changes in the environment.

• Use HPSM for ticket tracking.

• Manage IPhones using Good Management Console

• Deploy IPads and Iphones

Consultant at Capital One, Glen Allen, VA 9/13 – 8/14 Windows 7 Migration/Mobility Deployment Support

● Level 3 desktop support troubleshooting Windows 7 application and configuration issues via bridge line and or ticket queue.

● Add membership groups to AD accounts.

● Push packages to machines’ RAP (Run Advertised Programs).

● Determine software packages’ Windows 7 readiness and communicate it with the customer

● Document troubleshooting and changes in the environment.

● Use HPSM for ticket tracking.

● Manage IPhones using Good Management Console

● Deploy IPads and IPhones

Consultant at Wells Fargo Advisors, Glen Allen, VA 4/13 – 9/13 Tier III/IV End User Support / Desktop Engineer

● Provides PC/LAN support.

● Uses specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software, applications, operating systems and related network problems for individual users and resolves basic to moderately complex issues or escalates as needed.

● Completes work orders and move/add/change requests with general direction, including patches, upgrades, software deployments, installations, repairs and preventive maintenance on desktops, laptops, servers and related systems and completes documentation.

● May assist in the installation and configuration of voice and data equipment.

● Provides training and technical assistance to users.

● Participates in testing, implementing, maintaining and controlling PC/LAN systems.

● Understands BCP, quality, security and compliance requirements for supported area and analyzes the impact of technical alternatives on the systems environment.

● Assists in testing the business continuation plan.

● Participates in Windows 7 Migration, Bridgeline support. City of Richmond, Department of Information Technology 11/11 – 3/13 Desktop Support/Network Engineer

● Desktop Support for approximately 4000 computers. Imaged computers using Symantec Ghost.

● Involved in SCCM implementation and used tool to deploy images.

● Created, manipulated and managed Network Accounts using Active Directory.

● Documented work products via Web Time, BMC Service Desk.

● Provides Cisco VPN support and any offsite support using remote tools such as LAN Desk and Remote Desktop.

● Completed Windows 7 Training

● Built custom images for different depts., computer make and models, etc. Hospital Information Systems (HIS), MCV Hospitals (part-time/full-time) 8/98 – 5/12 Computer Operations Specialist

● Monitored various company specific software applications.

● Ran production control/distribution, using JCL Language.

● Input JCL program corrections, and providing extensive customer service Consultant at Wells Fargo Advisors, Glen Allen, VA 5/10 – 11/11 Tier III End User Support / Desktop Engineer

● Provided PC/LAN support.

● Used specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software, applications, operating systems and related network problems for individual users and resolves basic to moderately complex issues or escalates as needed.

● Completed work orders and move/add/change requests with general direction, including patches, upgrades, software deployments, installations, repairs and preventive maintenance on desktops, laptops, servers and related systems and completes documentation.

● Assisted in the installation and configuration of voice and data equipment.

● Provided training and technical assistance to users.

● Participated in testing, implementing, maintaining and controlling PC/LAN systems.

● Understood BCP, quality, security and compliance requirements for supported area and analyzes the impact of technical alternatives on the systems environment.

● Assisted in testing the business continuation plan. Consultant at Wells Fargo / Wachovia, Glen Allen, VA 2/08 – 8-09 Technical Consultant

● Resolved all technical issues involving internet, networking, desktop, router/modem & firewall configuration & VPN technologies.

● Provided 3-4th

Level support for FINET and First Clearing.

● Assisted Desktop Engineering with installs, overflow management.

● Worked closely with manager on technical issues.

● Used some remote tools to resolve trouble sites.

● Walked “non-technical” users through firewall configurations (adding routes, firmware upgrades.)

● Acted as a liaison and sole support between user and ISP.

● Ensured network connectivity when performing Peer IP Changes with Network Engineers.

● Provided excellent customer service to all Business Channels. City of Richmond, Department of Information Technology 2/06 – 2/08 Systems Operations Analyst I/Network Engineer

● Desktop Support for approximately 4000 computers. Imaged computers using Symantec Ghost.

● Managed a team of 3 when Project Lead and Supervisor are out of the office

● Created, manipulated and managed Network Accounts using Active Directory.

● Documented work products via Time Accounting, Support Magic.

● Provided VPN support and any offsite support using remote tools.

● Completed training as necessary. Also help train new employees.

● Domain and Exchange administrator in an Active Directory XP environment, which included creating, and manipulating Network accounts.

LAN Administration Training:J. Sergeant Reynolds Community College Cisco IP Phone Certification:City of Richmond

Witness Systems Certification:Witness Call Manager. Microsoft Certified Professional, MCP ID = 3460323 CompTIA Certification: A+

Virginia State University, Petersburg, VA, Concentration in: Information Systems & Decision Services

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