Office Active Directory

Alphonso W. Stukes Jr.

********@*****.*** 301-***-****

IT SUPPORT SPECIALIST

Implemented award-winning IT deployment with Department of Justice and National Aeronautics Space Administration. Research, and recommend commercially available software. Supervise computer analysts during rollouts. Created virtual machines for test environment using Vmware.

Directed the implementation and performance tuning of Windows 7, 8.1, and 10 OS environment for client’s global operations. Delivered a major improvement over old VPN system that catapulted productivity of remote sales force. Improved system security through setup and ongoing maintenance of NetScreen-Security Manager. Delivered a cohesive solution managing Juniper firewalls and containing all IDP software. Successfully created refresh (hard-link migration) and replace Operating System Deployment (OSD) task sequences for XP to Windows 7 upgrade using Zero/Lite Touch Installations, WAIK, USMT 4.0, and MDT 2010 integration. Supported Windows XP/7/8, & 10 on 1,000+ desktops, 1600+ users, and images for multiple sites, utilized Active Directory/group policy to support and secure clients, including configuring regional settings, registry settings, SCCM client install startup scripts, etc Configured Branch Distribution point, Asset Intelligence, and Windows Deployment Services/PXE. Packaged applications using Admin Studio. Created, tested, documented, and installed applications and custom shims for Windows 7 using Application Compatibility Toolkit on multiple test workstations. Deployed applications, scripts, shims, and service packs (XP SP2 to SP3, etc.) using SCCM, monitor installation status, troubleshoot, worked with vendors, and resolved installation and OSD failures.

Areas of Expertise from IT Experience

Outstanding communications with excellent oral and written (including technical) skills

Highly proficient at creating job-related documentation and reports

Skilled in Auditing accounts

Over 5 years’ experience with Apple MAC computers. Imaging, and deploying.

Excellent supervisory and analytical skills in all levels of IT support

Well versed in installation and preventive maintenance of hardware and software on industry standard PC’s, and MAC’s.

10+ years’ experience in administering Windows desktops, and operating systems.

Proven knowledge and skills lead to assisting the USDOJ ATR Division with winning over 90% of trial cases while working as the Lead Support Trial Analyst.

I have used E-Business Server to create and verify digital signatures to prove the origin of data and ensure message integrity.

I've used Vital Signs for IP (VIP) to provide IP network monitoring, Enterprise Extender monitoring, OSA monitoring, FTP monitoring, and network history reporting for the client.

I've used Vital Signs to detect, diagnose, resolve, and prevent mainframe TCP/IP problems on z/OS networks. Also to provide real-time graphic displays of z/OS TCP/IP network health and traffic on common desktop browsers.

Professional Experience

Global Communities – Silver Spring, Maryland – September 21 to Present

Helpdesk Tier II Support for a client supporting the growth of communities around the world..

Create and maintain service desk tickets, and IT equipment using Manage Engine Service Desk Plus application

Creating user accounts using Active Directory, Microsoft Exchange Server, Enabling software licenses through MS Office Admin Center.

Remotely supporting users, and other IT analysts around the globe. Using and maintaining Global VPN Client, and Citrix Receiver Client applications on a global scale.

Re-imaging deploying Windows 7, 8.1, and 10 operating systems on Dell laptops and Desktop workstations.

Using and managing the Manage Engine Service Desk Plus 9.2 to monitor tickets, support inventory, validate SLA’s.

Working and maintaining conference room video equipment such as Clear One cameras, and microphone equipment. Mitel telephone, and speaker equipment.

FHFAOIG (Federal Housing Finance Agency Office of Inspector General) – Washington, D.C.

Desktop Support Technician – July 2014 to January 2016

Imaged, and deployed Dell laptops, and MS Windows Surface Pro 3 Tablets.

Windows Surface Pro 3 support for the VIP’s in the Office of Inspector General.

Supporting incident and problem management activities with expertise and troubleshooting using the ITIL methodology.

Assisted IT Team with implementing a new ITSM ticketing system named Samanage.

Discovered and implemented a Helpdesk 1-800 forwarding number system.

Configured the first MAC deployment image for FHFAOIG.

Setup AT&T International Blackberry accounts, Lumia, Icon, and Verizon cell phone accounts using Verizon, and AT&T server portals.

Work with FHFA to reset Citrix accounts for FHFAOIG users. Re-issue RSA tokens.

Manage new user\machine accounts in Active Directory.

Manage permissions for user folder access on our SharePoint site.

Push patch updates, and applications using the SCCM server.

Managed, and supported the RSA Archer services for issuing RSA remote tokens.

Install and configure One Drive for Office 365. Troubleshoot issues with One Drive naming conventions.

DPI Specialty Foods – Upper Marlboro, MD

Helpdesk Specialist – February 2013 to July 2014

Desktop\User support for food distributors.

Supported factory warehouse fork lift computers, Sprint, and Verizon delivery driver cell phones.

Upgraded Windows server environment from 2008 to 2012 R2 Standard 64bit.

NASA Headquarters Space Center - Washington, D.C.

ACES Senior Field Technician - August 2011 to February 2013

Deployed MAC, and Windows PC’s. Image all workstations being deployed. Install software on various types of seats from Dell, Apple, and HP. Configure security software, and train users on its usage.

Lead the day sweepers, and also manage and lead the night deployment teams.

Worked closely with the customers IT POC to ensure they are receiving the correct products requested with the proper configurations. This includes iPads, blackberry, and iPhones.

Created and updated progress reports daily, and nightly. Open, close, and monitor Remedy tickets accordingly to SLA (Service Level Agreement) guidelines. Managed the ITSM program Remedy for inventory, and customer services.

The designated Tech for handling issues with clients considered to be the VIP’s of the company.

U.S. Department of Justice, Antitrust Division Washington, D.C.,

Senior Network Systems Specialist\Lead Trial Analyst July 1997 to September 2010

Primary Systems Analyst for the Assistant Attorney General of U.S.D.O.J. Antitrust Division office.

Installed, maintained, and repaired all computer related equipment, and software. Inclusive of other special AAG office computer assignments, and projects for the user environment in the Main Justice (RFK) Building.

Created the Lead Trial Analyst position for the Antitrust Division. I was the leading official Network LAN Administrator/Engineer/PC Analyst on remote trial sites when and wherever the Department goes to trial.

Established the “Daily Report Template” for use by trial analyst to report their daily activities, and updates when working abroad on trial cases. This report was kept in an iManage database to monitor the daily progress of the trial staff’s use of equipment.

Experienced and knowledgeable in both areas of the Trial attorney remote office support and courtroom computer support. Responsible for ensuring the computer needs of the client are met in an expedient and efficient manner.

Ability to install a remote working office of computers with a network infrastructure to accommodate a working environment comparable to the clients’ home office.

Qualified in working under extreme pressure with no room for error during DOJ trials.

Built servers, PC’s and installed software for new client accounts when working from a remote site. Performed troubleshooting and system support maintenance for workstations on and off the network.

Prepared and maintained peripheral equipment as needed. Provided support for trial software applications pertaining to Litigation Support such as Sanction, LAW, iManage.

Built and configured user hardware and software on HP Proliant servers, and Routers. This environment enhanced my skill level as I worked with world renowned trial consultants, and professional courtroom AV specialists.

Successfully built, configured, and maintained Application servers, Database servers, and Web servers using HP/Compaq drive array configuration software.

Performed Administrative level skills creating user accounts, modifying host files, DNS files, and file permissions on server directories. Installed operation system patches, and upgrades.

Successfully lead IT equipment, and software Rollouts throughout the ATR Division as the Team Lead Analyst (Supervisor), and sweeper.

EDUCATION:

Business Administration, Virginia State University

Norfolk State University

Tidewater Community College

Training Certificates:

DOD Naval Shipyard Apprenticeship, 1983/ Computer Learning Center, 1996, A++, 1998

Microsoft Server 2008, 2009, MS Office 2010, 2015.

Other Related Training:

CLC (Computer Learning Center), 1998

Cisco Network Technology DVD Training, 2008

Managing and Configuring Microsoft Windows Server 2003, 2008

ITIL Foundation Training, 2009

Contact this candidate