IT Support

An innovative, motivated IT specialist with nine years of professional experience in asset management, network engineering/installation, system engineer, system administration, helpdesk tier I-III, and desktop support I-III. I also led critical projects in resolving client issues as well as oversaw multiple projects where I effectively met deadlines within a short timeframe.

SKILLS

Thorough understanding of computer platforms and desktop operating systems; Installation, configuration, and troubleshooting of PCs and peripherals including MS operating systems, hardware/software to attach workstations to the network, various approved desktop application (DoD applications), email client software, internet access tools, Citrix, remote access software, VPN, VoIP and VTC equipment.

Persistence to pursue problems until they are solved. Balance and good judgment to know when to ask others on the team or escalate the issue. Knowledgeable in SCCM, Microsoft AD, TCP/IP, DNS, and DCHP.

Thorough understanding of INFOSEC solutions and ITILv3 service management practices.

Familiar with database management including: HT Profiles, Splunk, iManage, iConect, LexisNexis, Concordance, Elite, HP Service Center, HP Sitescope, Magic, JIRA, Remedy, WebEx, and Lync.

ACCOMPLISHMENTS

As an IT Specialist, I was able to grant access to a specific file for a top military deputy director that he was having a difficult time accessing for an important meeting. I determined the issue and implemented a solution which gave him access to his file and was able to attend his meeting on time. The Director called my employer to inform them of my assistance and they highlighted me in the company’s next month employees’ booklet.

As a Network Engineer, I was able to assist the DISA Director with a login issue using his laptop. I discovered that he didn’t have the latest version of Cisco AnyConnect. I resolved this issue by remote accessing his laptop and installing the latest version which resolved the issue.

As a Helpdesk/Desktop Support, I was able to troubleshoot the Vice President’s (VP) iPhone within minutes before departure for a lengthy trip abroad. The VP discovered that he couldn’t make phone calls and I was notified and tasked to get him back up and running immediately. I retrieved the device and discovered that the VP wireless device was off the enterprise server. I contacted Verizon and had him back up and running and in time before the flight departure. I received positive notes from his staff and they sent an email to my supervisor for the quick turnaround and fast assistance on a time sensitive matter.

EXPERIENCE

The White House, Washington, DC 12/2012 – Present

IT Support (DoD Contract: ManTech)

Provides support to White House and military staff on hardware, software and network related problems, questions, and use. Offers resolutions to out of the ordinary issues for users. Works with Systems Engineers to diagnose and resolve complex or unordinary problems. Responds to Tier-III and higher trouble tickets. Ensures problem ownership and promotes end-user satisfaction. Closes activities of tickets assigned.

Network Engineer Solutions: Identifies problems on Windows applications, network connectivity, and network printing. Analyzes IT soft/hardware problems and recommend possible solutions to meet customer requirements. This requires independent reading and learning of technologies and staying up-to-date on the latest technologies that are a part of classified and unclassified networks. Performs diagnostics and troubleshooting on JWICS, SIMS, and Top Secret networks. Effectively handles and troubleshoots most calls independently. Answers technical questions via email, phone, or in-person regarding IT systems, products, and their requirements.

HelpDesk/Desktop Support Solutions: Utilizes the existing SOP's and manuals to learn the software and functional aspects, along with help desk procedures of the network. Write training manuals, train computer users and respond to queries either in person or over the phone and maintain a daily performance of computer systems.

Defense Information Systems Agency (DISA), Fort Meade Military Base 1/2013 – 8/2015

Network Engineer (DoD Contract: NOVA Corporation) – Part-Time

Responsible for implementing, maintaining, supporting and developing communication networks between several unclassified and classified networks.

Identification of Security Vulnerabilities: Analyzes trends and recognizes security vulnerability on secure/unsecure networks. Identifies alarm conditions; creates outage reports using various SiteScope and other monitoring tools.

Troubleshooting: Answers staff/client inquiries through in-person or on the telephone conversations regarding IT systems, products, and their requirements. Monitors and maintains computer systems on NIPRNET and SIPRNET networks while troubleshooting hardware/software faults. Opens and closes ticket requests in Remedy 7.6.4. Experience with WebEx, Cisco Jabber, routers, switches, load balancing, firewalls.

Network Engineer Solutions: Develop IT requirements for contractor and government approval such as creating complex network blueprints, and determining the hardware requirements for that network which allows for policies and procedures such as Backup Retention, IT Security Guidelines and other IT Best Practices to be more efficiently operational.

Naval Sea Systems Command (NAVSEA), Bethesda, MD 6/2012 – 10/2012

Network Cable Installer (McKEAN Team Contract: Convergenz) – Part-Time

Responsible for running new cabling in new or existing buildings while terminating and testing of new cable. Maintain voice and data telecommunications network circuits and equipment.

Helpdesk/Desktop Support Solutions: Lead helpdesk support with exceptional customer service with request inquiries and issues. Project Lead on Microsoft rollout upgrade for approximately 200 users from Windows XP to 7 and Microsoft Outlook migration from Win 2007 to 2010. The upgrade and migration lasted for two months and was executed with no issues. Configured Dell desktops/laptops for approximately 50 users and conducted patch management and OS deployment on a daily basis. Configured wireless devices for 200 users and installed latest software and system upgrades for over 400 devices. Investigated issues reported by customers and dealers in a timely manner. Upgraded PCs for approximately 200 users and created image on Symantec Ghost machine for Dell laptops and desktops for 5 days a week, two months straight.

Assisted the IT Manager with acquiring vendors’ quotes, purchasing, and distributing IT equipment in compliance with Navy IT policies. Roughly 150K in value.

Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voicemail.

Defense Information Systems Agency (DISA), Fort Meade, MD 9/2011 – 5/2012

Systems Engineer (DOD Contract: Solers)

Build software intensive systems in a team-oriented environment. Specify, design, integrate, test, configure, deploy, train, and document distributed information/knowledge management systems with developmental components from multiple vendors for world-wide distributed information dissemination, communications, intelligence, and command and control systems.

Designed, configured, and tested various NIPR and SIPR network services, equipment and devices on workstations and servers for customer specifications.

Possessed knowledge of enterprise services within the DoD and military sector by verbalizing available options to customers and explaining in-depth what cross-domain email services support can be provided as well as supported based on their location.

Supported and troubleshoot Microsoft Windows server OS 2012 R2, MAC OS and iOS.

Defined customer system requirements for NIPR and SIPR network configurations by testing, gathering data, evaluate systems and wrote test reports for unclassified and classified workstations.

Executed VMWare ESX/ESXi support and Solaris system monitoring tools.

Provided technical oversight of IT solutions (e.g. phone support or hard copies of SOPs for troubleshooting issues) for DoD site and assist with system migrations and back-up and restore protocol once a week for both local and overseas locations.

Created cross domain email solutions and technical architecture for bi-lateral movement on NIPR/SIPR.

Performed troubleshooting analysis of servers (Blade Technology), workstations and associated systems.

Executive Office of the President (EOP), Washington, DC 9/2008 – 8/2011

PC/Desktop Support Specialist 3/Lead Help Desk Support Specialist 3 (Contractor: L3 Communications)

Supported over 500 clients, on a 24/7 basis, throughout the White House complex providing desktop and troubleshooting support for PCs, laptops, Blackberry devices, servers, docking stations, and user accounts.

Lead helpdesk support with exceptional customer service with request inquiries and issues. Project Lead on Microsoft rollout upgrade from Windows XP to 7 and Microsoft Outlook migration from 2007 to 2010 for over 500 customers with no issues.

Knowledgeable in integration of Microsoft Exchange and manage user accounts on Blackberry Enterprise Server.

Upgraded PCs (on an average 20 machines, 2 to 3 times per week) and created image on Symantec Ghost machine for Dell laptops and desktops for over 400 users.

Assisted the IT Manager with acquiring vendors’ quotes, purchasing, and distributing IT equipment in compliance with EOP policies. Assisted with purchases ranging from $20K - $50K worth of equipment.

Used Microsoft SMS software to configure Dell desktops/laptops, patch management and OS deployment for approximately 150 users twice a month.

Configured wireless devices and installed latest software and system upgrades for approximately 350 wireless devices. Troubleshot various Dell, HP, Xerox, and Lexmark network & stand-alone printers.

Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voicemail.

Executive Office of the President (EOP), Washington, DC 6/2007 – 9/2008

Network Installation Technician (Contractor: Unisys)

Supported over 500 clients, on a 24/7 basis, throughout the White House complex providing desktop and troubleshooting support for PCs, laptops, Blackberry devices, servers, docking stations, and user accounts.

Monitored and reconciled software and hardware issues for all IT equipment.

Created inventory spreadsheets in Excel with descriptive actions, problem, and/or resolutions regarding Magic tracking information.

Distributed output and control computer operations which can be mainframe, mini, or client/server based.

Tracked equipment by individually bar-coding items and then data entry codes into HP Service Center tracking software.

Recommended improvements on all equipment, software, hardware to ensure maximum operations and functionality.

Performed repairs for over 40 PCs and laptops 5 to 10 times a week and coordinated with vendor support on more critical repairs.

Williams & Connolly, LLP, Washington, DC 8/2004 – 6/2007

Document Clerk

Demonstrated high standards of ethics and professionalism through assessing and extracting sensitive case materials from various databases for attorney information exchange. Conducted legal research and writing to compile depositions, briefing papers, obtain confidential documents, and file documents from federal, local courts and agencies.

ADMINISTRATIVE

Experience supporting Windows XP operating system, Office 2010/2013, and other applications.

Mature approach with a focus on customer service, responsiveness, rapport- building, listening, and questioning skills.

Working knowledge of computer software and computer systems to include: Microsoft Word for Windows, Excel, Power Point, Word Perfect, E-mail and Local Area Network.

EDUCATION AND TRAINING

MS in Computer Science: Information Technology, University of Maryland University College, 2008

Bachelors of Science in Economics, University of Delaware, 2004

CompTia Security+

MCSA: Windows 7

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