Nasa Chao
Resume:
Nasa Chao
Damascus, MD *****
Cell: 240-***-****
E-mail: *****@*******.***
EXPERIENCE SUMMARY:
Over ten years plus with Help Desk technical and WAN/LAN administrator support, troubleshooting hardware/software and network connectivity problems such as Client PC's Windows 10, Windows 8.1, Windows 7, and Windows XP desktop, VPN, Wireless, Mobile, ServiceNOW (SNOW), Remedy Ticketing System. Over ten years as LAN Administrator and NT Administrator. Experience in troubleshooting LAN/WAN, server and TCP/IP networking problems. Proficiency with DNS, DHCP and HTTP. Over ten years with Active Directory remote access system.
Citizenship/Clearance: U. S. Citizenship
WORK EXPERIENCES
SRA/CSRA/GDIT Inc. Arlington, VA, 5/2010 to 12/2018
Client Services Support
As previously working in ITS Client Support Services, responsible for:
-Providing computer support and customer service to employees throughout the CSRA network and also support the systems admin group.
-Using Active Directory to reset and unlock user’s account, add/remove users or computers to the group.
-Being able to research, resolve, respond to, and escalate questions received via telephone calls, ServiceNow ticket, e-mail, and in person and providing support via electronic services in accordance with current policies and standards.
-Remotely supporting via Bombgar, VPN and WebEx session to view client's system (with permission), to assist with desktop settings, application problem, etc.
- Remotely installing software via SCCM application to user systems.
- Microsoft Office Suite 2016 (Outlook, Visio, Project, etc.), MS Office 365.
- Re-imaging and configuring Windows 10, Windows 8.1, Windows 7 and Windows XP using Symantec software.
- Installing and configuring PGP and BitLocker encryption for Windows 7 and Windows XP.
- Using RSA Security Console to activate the Security Token and reset VPN passcode for customers.
- Installing and setting up Microsoft Outlook 2016 and 2010 email for customers.
- Using SCCM Advertisement Status Report and SCCM Computer Details Report to monitor software installation status.
- Configuring and setting up RSA Token, Wireless connection, Aruba VPN, VPN Cisco Any Connect 4.00 for work
stations.
- Install and configure peripheral equipment such as monitors, keyboards, printers, and disk drives, memory, Dells
Latitude, Surface Pro, and HP laptops.
- Installing Citrix, CAC card reader for remoting support Government’s customers.
- Help Desk ticketing system supporting via Remedy ticket, ServiceNow (Snow) application.
- Supporting customers with local and remoting Windows OS imaging using Ghost/SCCM applications.
EPA Contractor 12/1999 – 07/2009
12/2002 to 07/2009 – CSC / Apptis -- 4800 Westfields Boulevard, Chantilly, VA 20151
12/1999 to 12/2002 – Lockheed Martin
System Analyst
As a contractor to the Environmental Protection Agency (EPA) and to the Office of Pesticide Programs (OPP), responsible for:
-Providing supports for 1100+ nodes on the OPP Netware.
-Assisting LAN Administration and Help Desk support.
-Performing hardware/software updates.
-Monitoring the remedy tickets on OPP NetWare.
-Troubleshooting hardware/software problems to resolve printing & network connectivity issues such as Client PC's Windows 95, Windows 98, Windows XP and Windows 2000 desktops with NT & Novell 4.l1, Novell 5.1 & 6.0 servers.
-Configuring and installing new PC's for users with hardware/software such as Lotus Notes Client, Novell Client32 for NT and Work Stations, TCP/IP, PC memories, hard-drive, printers, network cards, CD-ROM, and video card.
-Installing NT Sever 4.0 and Novell Sever 5x.
-Performed system maintenance and diagnostics on client computers.
-Working with customers to address their system-related needs.
-Setting up user account for users at OEI (Office of Environmental Information) and OIG (Office of Inspector General).
-Performing LAN Administration for OAR (Office of Air and Radiation).
06/1999 to 12/1999 - Management Systems Designers, INC
Network Administrators
Responsibilities include:
-Providing WAN/LAN support on the Novell and NT Domain Infrastructure.
-Installing and upgrading Novell and NT Servers utilize RAID 5 sub system.
-Installing and upgrading Novell and NT workstations
-Providing technical support for both local corporate and remote offices.
-Performing system administration on both Novell and NT user accounts.
-Implementing the Corporate Enterprise backup system.
-Maintaining daily operations for in-house client network, from end-user level to LAN configuration on Ethernet 10mbps, 4mbps and 16mbps Token Ring, Novell NetWare 3.1x network migrating to NDS 4.1x using TCP/IP, Win95/98/NT 4.0 O/S, Intranet ware 2.x – 4.x Client on AST, Compaq, Dell PCs, and Toshiba Laptops with Brother, HP, IBM, Lexmark & Xerox Printers.
-Providing support for Microsoft Exchange.
08/1994 to 06/1999 - Aspen Systems Corporation, Rockville, Maryland
LAN Administrator
Responsibilities include:
-Installing and upgrading hardware and software, such as Windows NT Servers, Novell Server 4.1, Windows NT Workstation, Windows 95, Windows 3.1, Windows Workgroup 3.11, MS office 97, MS office95, WordPerfect6.1, WordPerfect 7.0, Lotus applications, Outlook email system, Novell Client32 for NT and 95, TCP/IP, SIMMs, hard-drive, printers, network cards, CD-ROM, video card.
-Performed system maintenance, troubleshoot and diagnostics on client computers.
-Setting up user accounts
-Trained Jr. Staff, interns, and temporary staff.
EDUCATION & TRAINING
2013 SRA SkillPort – Comp TIA A+
2012 - INTGI Windows 7 Enterprise Desktop Support Technician
2000 Global Knowledge - Cisco Internetworking Expert CCIE Cisco Track
1999 Digital Corporation - Microsoft Certified Systems Engineer (MCSE)
1996 SkillPath Seminars - Troubleshooting & Maintenance of IBM PCs & Compatibles
1995 HTR in Rockville, MD - Completed 7 Courses of Novell 3.12
1989 PSI Institute of Washington, Silver Spring, MD - Diploma in Data Technology-Computer Programmer
Reference: Available upon request
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