Manager Office

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**** ******* *****, *******, ** 30346 Main 202-***-**** Secondary (770)850-

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P R O F I L E : L E A D S E N I O R D E S K T O P A N A LY S T / N E T W O R K A D M I N I S T R AT O R / S H A R E P O I N T

SPECIALIST

A Self-motivated IT Professional with over 10 plus years of combined Desktop Support, Network Administrator, and

Project leadership who passionate in providing excellent customer services.

Certified Microsoft Certified Desktop Technician (MCDST) Microsoft Certified Professional (MCP) Dell Online Self

Dispatch Desktop Technician Certification, Instructional Design System (ISD) Certified Bloomberg Administrator

CompTIA A+ Certified ACP (Accredited Compaq Professional)

C ORE COMPENTENCIES

CORE COMPENTENCIES

Soft Skills Strengths: Integrity, Team Leadership Management, Proactive Problem Solving, Information Technology,

Desktop Support/Helpdesk, PC Repair/Maintenance, Customer Services, Policy/Procedure Development, Staff Training

Motivation, Relationship Building, and Proficient in managing multiple projects simultaneously.

Operating Systems/Environments: Windows 2003/2008 Server (AD),, Windows 7 SharePoint 2010/Windows7/ &

XP, Microsoft Office 2010/ 2007/2003, Microsoft Exchange,

Helpdesk Call Tracking Packages: USD, Remedy Heat, Bomgar, PC Anywhere, Remote Desktop and customize

calling tracking application

Networking: Ethernet LAN, Wireless Broadband, Remote Access, Virtual Private Networks, Switches, Firewalls, TCP/IP,

FTP and VoIP

Hardware: HP, DELL Laptops, Desktops, Dell Enterprise Server; Dell and IBM Tape library Backup storage, HP, Canon,

Toshiba, printers/copiers, PDA, Blackberry, Smart Phones Avaya VoIP Phones, Cisco VoIP phones, and other peripherals

Software: Microsoft Office Suite 2007 and 2010. Abacus, Symantec Ghost Imaging, Symantec, Backup Exec 10d,

12d, Ontrack Data Recovery, Flexera (Asset Management Software), Lotus Notes, VPN, Anti-Virus Software, Symantec

Ghost Imaging, Symantec, Backup Exec 10d, Flexera (Asset Management Software), SCCM 2010, SharePoint 2010,

LAN DESK, MS Office Communicator, Citrix, SnagIt, Autodesk AutoCAD, a Revit Adobe Creative Suite 6, Photoshop,,Track IT, JavaScript and Adobe Acrobat

PROFESSIONAL EXPERIENCE

AECOM TECHNOLOGY CORPORATION – VIRGINIA BEACH, VA JUNE 2009 –JUNE 2014

Lead Senior Remote Desktop Analyst/SharePoint Specialist

Responsible for 350 end user day-to-day technical operation in the Virginia Beach Office

Resolved level 2-3 technical support issues for AECOM Global Remote Desktop Support group

Developed, configured, and deployed AECOM Enterprise Desktop and Laptop images.

Installed Windows updates and patches, Software Upgrades and troubleshoot Enterprise Applications hosted on

Windows Servers

Successfully completed 350 desktop/laptop Windows 7 upgrade using OSD, and SCCM Client

Ensured that antivirus software installed on all machines and scans are completed routinely

Diagnosed and quickly resolve a wide range of Windows applications and networking problems to help minimize

downtime.

Troubleshoot Windows 7 and Microsoft Office 2010, 2013 and any other authorized desktop applications.

Performed general preventative maintenance tasks on computers, laptops, printers and any other authorized

peripheral equipment.

Managed several office build outs and office relocations; installed new network hardware, routers, switches,

servers, software, and operating systems. Implement system backup, software installations, maintenance,

upgrades and AD

Managed Asset Tracking applications as well as Asset Inventory Applications

Informed direct management of project status and other critical issues. Provided immediate verbal updates on

existing problems or critical issues that affect other areas within AECOM

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Developed and effectively respond to trends by monitoring and analyzing incoming calls, problems and support

requests.

Assembled team designed and executed relocation strategy without business downtime perform troubleshooting

for Active Directory, AD replication issues, group policy object issues, time synchronization issues between

Domain controllers, etc.

Responsible for all cabling, patch panels and rack infrastructure design within AECOM Virginia Beach server

rooms

Locally responsible for 360 users, computers, printer, plotter, communication devices, server and domain

controller management on a day-to-day basis

Troubleshoot all SharePoint 2013 helpdesk tickets: i.e. workflows, groups, permission and security, and reporting

capabilities

Upgraded computers from Windows XP to Windows 7 using OSD, and SCCM Client.

Troubleshoot and resolved complex wireless and network connectivity

Installed Windows security updates and patches

Automated software deployment through SCCM which provided a consistent process for deployment, upgrades,

increased the speed of delivery and saved valuable IT manpower

FEDERAL AVIATION ADMINSTRATION (FAA) – WASHINGTON, DC AUGUST 2007 – JUNE

2009

Jr Network Engineer – Digcon Contractor

Installed, support and maintain PC hardware including desktops, notebooks, monitors, printers, and

audiovisual equipment to FAA employees.

Responsible for network backups, restores, daily administrative work on server 2004 to aid Network

Administrator, antivirus, administration, setup user email, voicemail, troubleshoot user problems both remotely

and locally. Provided helpdesk an on call support

Installing operating system and application patches using Patch Link. Ensuring the application and operating

system level security hardening implementation done as per security policy.

Managed the Desktop Support process

Worked with Dell vendors to expedite repair of computer equipment for FAA end users

Coordinated with end user to remove vulnerabilities from their computers

Encryption of laptops using McAfee Endpoint Encryption Manager

Directed blackberry deployments at various FAA locations

Serviced laptops/desktop onsite and remotely

Re-Imaged desktop equipment using Symantec Ghost

Coordinated with end user to setup video teleconferences with global offices

CREDIT UNION NATIONAL ASSOICATION – WASH, DC MAY

2006 – AUGUST 2007

System Manager – Digcon Contractor

Provided in-person, telephone and email desktop support to CUNA employees

Diagnosed and repaired hardware and software issues on Dell System, create group and user’s accounts, as well

as systems policies for share network drive, password reset and new users account for users in Active Directory

Reset network password using Active Directory

Provided remote maintenance on end-user systems using Remote Desktop Connection

Managed Microsoft Exchange 2007 users

Troubleshoot configuration issues/conflicts on desktop equipment

Installed and trained users on PDA devices including adding, deleting, and upgrading BlackBerry users

Assisted Network Engineers with maintenance and upgrading of server

Conducted training session for attorneys, lobbyist and senior staff on the user of Blackberry device.

Activated Blackberry devices for new users and reset passwords utilizing Blackberry Manager 4.1.0, basic

troubleshooting as necessary

Created, tracked, and closed change or incident tickets for related emails and calls utilizing CA Service Desk

ticketing system

COMMODITY FUTURE TRADING COMMISSION (CFTC) -WASH, DC

SEPTEMBER 2003 – MAY 2006

IT Specialist – Digicon Contractor

Provided Tier II desktop computer diagnosis and configuration installs; and resolving Windows related issues.

Internet Explorer issues and other PC software and hard related issues by way of CA Service Desk ticketing

system

Managed Exchange 2007 user and admin functions

Installing and training user on PDA devices, primarily blackberry, adding, deleting and upgrading user on the

Blackberry Enterprise Server (BES)

Assisted Network Engineers with maintenance and upgrading of server

Demonstrated strong communications and leaderships skills in effectively applying helpdesk/desktop support

experience with strong focus on optimizing productivity and performance

Conducted training session for attorneys, lobbyist and senior staff on the user of Blackberry device.

Activated Blackberry devices for new users and reset passwords utilizing Blackberry Manager 4.1.0, basic

troubleshooting as necessary

CSX TECHNOLOGY– BALTIMORE, MARYLAND JUNE 2002

– SEPTEMBER 2003

Tier II Desktop Support/Project Coordinator

Provided Tier II level technical and support, troubleshooting desktop, laptop, and network connectivity problems

utilizing remote access via telephone, email or web using documented processes where available and best

practices as needed

Resolved Remote Desktop, VPN, and Dial up connection for Remote Users

Resolved Network Mapping issues for Internal and External Users

Trained Users with the Setup and execution of newly installed Firm Software

• Provided End-User Support for desktop applications including Microsoft Office products

• Maintained current software anti-virus software

Assigned Administrative permissions to ensure specific tasks

Copied existing user profiles to specific directories on re-imaged computers

Worked with Microsoft Outlook 2003 to setup new accounts and resolved issues with corrupted PST Files, Address

Books and Archive Folders

Performed PC Hardware installation, troubleshooting and downloads

Configured, install and trouble-shoot computers, laptops, printers and scanners

Assisted with network maintenance by running application updates and patches

Contact this candidate