**** ********** **. * ************ TN ***** Mobile: 256-***-****

Summary:

IT specialist with over 10+ years’ experience in technical support. Expert in Tier 2 to 3 support, providing good customary support from executive to regular users. I possess an AA degree in Computer Networking System

Education:

ITT-Tech: Associate of Science degree in Computer Network System – 2011

Washington George University: seeking a BS degree in Cloud computing.

Security clearance:

Secret Clearance- active

Technical experience:

Hardware: Dell, HP, Asus, Lenovo products

Microsoft operating systems: Windows 7 – 10, Windows servers 2003 - 2019

Applications: Microsoft office, Cisco VPN, SCCM, Antivirus software, MDT, Clonezilla, VMware ESXi and VCSA, Citrix Studio,

Network Technologies: DNS – DHCP Microsoft Active Directory, TCP/IP, GPO, Remote Desktop

Professional Experience:

My experience extended for over ten years, I have work both Tier 2 and 3 and as a senior tech on various contract. I work for Exide in Georgia, I have help them to migrate their satellite office that was in other states.

Chenega: Desktop Admin Washington DC Nov. 2023 – Feb. 2023

Answer calls that is coming in, resolve issue that each calls entails.

Create ticket while going through the helpdesk emails and resolve each issue.

As walking's come with CAC card issue, recover certs and make sure that their email works for old and on VDI.

Build workstation for new hire for the Navy

Make sure that each machine that is built in in the right OU in AD.

Make sure that each machine is patch and up to date for security reason, the Navy policy is the guide line we follow.

5SRC: Server support Admin Huntsville AL May 2022 – Sept. 2023

Image machine for deployments for each unit that will be deployed out in the field on mission.

Help build server racks and install servers for classified machines.

Scan each machine for security and take precaution that no venerability may be found on each machine.

Do some cyber security duties for the network to be secure.

Trouble shot issue that users may have such as print and login issue.

Install software on machines and make sure they are up to date as well as make sure that the license are legal.

TCS: End User Support/Project Management Birmingham AL Nov. 2021 - Feb. 2022

Gather information for migration of servers and workstation to corporate network.

Make sure that stake holders are satisfied with the progress been made on the preparation of the migration.

Create spreadsheet for information of what servers that can be migrated and what need to be reset in the lab.

Create end user account so that use will have access to the domain.

Give an account of all activity that goes on at the Birmingham office, especially installing servers.

HCL: Deskside Admin Towson MD June 2020 – Nov.2021

Work as a consultant for HCL at Stanley Black and Decker.

Trouble shoot users issue via ticketing system

Migrate users’ laptops and desktop to the new windows environment when we examine the hardware and software to see if this computer or laptop is compatible for migration.

Used SCCM for migration and installation of new laptop and desktop via images that is provided.

Since user are working from home make sure that user are able to login to the network via VPN.

Trouble shot issue while users are at home via SCCM, RDP, Skype and LogMeIn.

Zensar: Deskside services Baltimore MD Oct. 2019 – Jan. 2020

Work as a consultant for Zensar, to find out what the company need and where the company is headed as far as Information Technology.

What is the aim of the company or what goals do they set in order for Zensar to meet or to surpass?

Wrote technical documents for deskside service as far as what is expected of techs and what is expected of the company at this level.

Trouble shot issues that user may have, also install and configure laptop and desktop machines using SCCM. Configure other peripherals that are needed such as printer etc…

Trouble shot virtual desktop for user who are having issue getting to their application or having network issues on Citrix virtual desktop.

Use ServiceNow for tickets tracking also for database for hardware inventory.

Use AD to move machine in their right OU that they can get the GPO and user in their right groups also.

DHCD: Helpdesk Service Tech. Baltimore MD Nov. 2018 – Aug. 2019

First level of contact for the user experience, trouble shoot and resolve issue for both level one and two issues.

Update user machine from Windows 7 to Windows 10.

Remote in user machine to fix issues of email printers and others that may come up.

Install and configure office 365 for new install and upgrade user machines.

Trouble shot 365 issues for clients

BCPS: Field Service Technician. Baltimore MD Aug. 2018 – Nov. 2018

Trouble shot issues that student may have and repair broken student devices. Installed software as need for students.

Make sure that teachers have access to the printer and their devices are at the optimum usage.

Install network printers for the teachers.

PGC: Field Service Technician, Largo MD Feb. 2018 – June 2018

Trouble shot issues for various county counsels such as the Courts, Law Office, State Attorney Office and Finance. Also, migrate then to Windows 10.

Reimage PC when necessary for the client who is not yet migrated to windows 10.

Update tickets with information that show work and updates to data base for knowledge base.

Goddard NASA – Field Service Technician, Green Belt MD Apr. 2017 – Dec. 2017

Trouble shot issue that occurs at the desktop level or on the network. Re-image laptop or desktop as a last resort to resolving issues that occur.

Installed and configure Windows 10 machine for deployment, for new and old machine that can be used for deployment.

Trouble shot issues that occur with Windows 10 such as bit locker and outlook issues.

Installed and configure Secure Plus and Cisco VPN, also trouble shot any issue that occurs.

Trouble shot wireless devices such as IPhone, IPad, Android and tablet.

Update tickets in a timely manner so that we don’t miss the SLA.

Installed and configure office 365 for user email migration and office products.

Trouble shoot issue that occur with migration and also at the client side

Trouble shoot issue that occur at the server level concerning client issues.

Create and migrate user account in azure.

Amerisource Bergen – Desktop support, Rockville MD Oct. 2016 – Apr. 2017

Setup Citrix Wyse Terminal as well as fat client terminal for seasonal employee that is coming in.

Use Citrix studio to trouble shot issue that user is having as far as application.

Setup user print from their virtual desktop.

Help user to get acclimated to the new virtual system, and also trouble shot issues that they are having.

After the seasons we break down each machine make sure there is a correct count and ship back to NC.

Department of Health – Desktop support, Menands NY Aug. 2015 – June. 2016

Create images using Clonezilla a Linux base deployment tool that was used for deploy Window 7 on the network.

Resolve outlook issues both 2013 and 365, help user to create pst files and store it on their local machine.

Resolve use profile issues in Windows 7. Other issues that may occur such as printer issue, drive mappings and other how to do, I teach user. Install both local and network printer on workstations.

Trouble shot VDI issues for users, grant them access to certain resource on the network that they need for their department.

Make sure that they can print from their virtual desktop environment.

Keep inventory of the entire PC that are being disregarded and new in coming PC.

Reference is available on request.

Contact this candidate