Desktop Support Customer Service

ALEXANDER TAGOE

Email: adbk94@r.postjobfree.com Tel.571-***-****

SUMMARY

Goal-oriented, team player and a collaborative IT professional with eighteen years of experience in maintaining, supporting, deploying desktop and laptops, installing and troubleshooting peripheral devices, including Hard drives, Dell and HP printers.

Software application configuration, E-mail system including Outlook, office 365, Lotus Notes and Remedy tracking ticketing tool and Telecommunication system.

Experience with in-depth knowledge of Citrix XenApp /XenDesktop VDI, Active Directory, Server Administration, VMware, VSphere ESXi server and VCenter and adept at working in team environments, installation and configuration to client specifications.

Strong experience in installing, supporting and maintaining Windows XP, 7, 8, & 10.

EDUCATION

Strayer University - Master of Science in Cyber Security-Information Assurance

ITT Technical Institute - BS (IS Cyber Security); AAS (Computer Network System)

Wang Computer Institute - diploma in Computer Hardware/Networking (LAN), Basic Electronics & Computer Technology

CERTIFICATIONS

CompTIA Security+, A+

AWS (Amazon)

Dell Certified System Expert (DCSE) Desktops

Dell Certified System Expert (DCSE) Latitude

PROFESSIONAL EXPERIENCE

Cyxtera Data Center; Starling VA Area Jun 2017 – Present

Security Engineer

•Maintain awareness of all pertinent directives, orders, alerts, and messages; prepare and deliver daily situational awareness and operational update briefings.

•Oversee all network defense operations, and be familiar with the operations process flow and execution.

•Access control approval to restricted areas of the data center per permission.

•Support the DCM/CISO with all Cyber Defense and Network Assurance issues.

•I engaged in the triage of events, cyber incident handling, network analysis and threat detection, trend analysis, metric development, vulnerability information dissemination, and the DoD Cyber Security Service Provider (CSSP) methodology.

•Using FirEye and Proof Point to access and validate Authentication analyses on email attachments.

•Regular performance of patching depending on maintenance schedule.

•MS office 365 support.

•Support, Maintenance, and Administration of Windows Server 2008 R2, Server 2012 R2 and related services. AD, DNS, DHCP, and Group Policy, Exchange Server 2010.

International Monetary Fund (IMF); Washington, DC Jul 2016 – Nov 2017

Network Administrator (Contract)

•Citrix XenApp / XenDesktop VDI, Boomgear, TeamViewer Remote Access and troubleshooting.

•Responsible for monitoring components of the enterprise communications and server network and responding to network management alerts.

•Installs, configures and/or administers components of the network, including but not limited to: routers, switches, firewalls, cabling systems, servers, peripherals and telecommunications equipment

•Takes the lead in resolving complex network and/or server problems within established service level commitments by using appropriate diagnostic procedures and tools; escalates problems as needed

•Responsible for monitoring components of the enterprise communications and server network and responding to network management alerts

•Maintenance and Administration of Windows Server 2008 R2, Exchange Server 2008, Lync Server 2010 and related services. AD, DNS, DHCP, Group Policy, Shell, (IIS) Outlook 2010, MS Office 2016.

•FireEye (windows server installation).

•RSA- Security Console, RSA- Self Service Console, for Token FireEye (windows server installation), ProofPoint, IMF Extranet SecureID Admin, Mobil Iron, Service Now (IT’s Snowing), ArcScript, Varonis, PowerShell Script, BPS/BPM (Business Process Management) installation and configuration to client specifications.

THURGOOD MARSHALL ACADEMY; DC area Apr 2013 – Jul 2016

Systems Support Technician

SCCM for reimaging

Maintenance and Administration of Windows Server 2008 R2, Server 2012 R2 and related services; AD, DNS, DHCP, Group Policy, (IIS) Outlook 2010 and Outlook Migration into cloud with MS office 365.

Experience in working with Mobile devices and configurations, or platforms iPhones, Samsung’s.

Performed PC, Laptops (IBM Lenovo, Dell Vostro, Dell Latitude PC) & Network related projects including installing, supporting and maintaining; Windows XP/7/8 & MS Office 2010 and 2013 infrastructure

Worked on ServiceNow ticketing tool Spices work and deployment tool MDT2012, responding to end-user request and assisting the desktop support team with access request based on corporate policies.

Robotics Science and Technology (building and Teaching Robots Science)

MDT2013 integrated with WDS.

Windows Server 2012 R2

KeySecure Server and Client configuration

Citrix setup and support.

Designing and upgrade blue print, using MS Visio, layer 2 to 3 switches upgrades

Server room Rack setup, cable laying and implementation using Packet tracer.

MDT2008 to 2012 implementation; implementation and upgrade of Server 2008 to 2012

ESI TECHNOLOGIES at Fairfax Hospital; DC area Jan 2013 – Apr 2013

IT Consultant

PCs Deployment, Configuration Testing of Mobile Epic PC’s

System Migration

Epic Software testing and Configuration

Network testing

IIS, (outlook) HTML, JavaScript

Home Depot; Dumfries, VA Mar 2003 – Aug 2013

Technician/ Customer services

Customer Service

Data entry

Data processing

Cash and register handling

Small engine diagnoses and repairs.

Customer home follow up services

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