Kimberly Ward

Washington, DC *****

C-202-***-****

adhg70@r.postjobfree.com

Objectives

To obtain a Technical Support position that will utilize my technical knowledge and customer service experiences

Skills Summary

Data bases: MS Access, Active Directory

Operating Systems: Windows 9x, 7, 8, 10, Linux – Ubuntu

Productivity Tools: Microsoft Office Suites, Adobe Creative Cloud Suites,

Communication Skills: Customer Service, Excellent oral and written communication skills

Helpdesk Related Software: Service NOW, Remedy Ticketing System, Spiceworks, Teamviewer, Citrix Directory, Quick Books

Desktop: Diagnose, Repair, Install, Configure, Migrating, Upgrade,

E-Mail: Diagnosis, Set-up, Enterprise Vault, .PST Files, Google Calender, Outlook

Mobile Devices: Android, IPhone, BlackBerry, and Tablets

Security Clearances: Public Trust

Work Experience

Computer Technician

KFW Technical Consulting January 2017-March

Monitor, install and perform maintenance on personal computers and laptops hardware and software for Customers

Assist with training Elderly people at retirement homes and assistant living basic introduction to Windows/ and Internet

Provide support for on-the-spot diagnostic evaluation, implement corrections and train users in the proper operation of systems and programs

Perform wireless network peripheral installation and configuration services

Removal of all Viruses, Spyware, Malware, and Trojans. Provide customer with information on security (Firewall, Anti-virus, Anti-spyware

Set up and install software for desktop printers

Provide collection, preservation and analysis of over 40 devices (SATA, IDE, SCSI, USB, ZIF)

Experience with using Ubuntu software to retrieve deleted data from hard drives and transfer to external drives

Experience with Weibetech and Tableau write-blockers

Desktop Support Specialist

NOAA (National Oceanic Atmospheric Administration)

Actionet, Inc. (Contract) August 2016 – January 2017

Worked desktop support team with day to day operations. Maintenance, monitoring, and troubleshooting Windows base environment.

Walk ups customers, physically respond to users to resolve issues, Reset users profiles to troubleshoot Applications

Assist customers with general desktop, network connectivity, phone, video & conferences VPN

Create and Configure emails in Active Directory, Google mail boxes, reset password, retrieve .pst files

Assist users with reset, CAC cards to log into their computer, add/or remove in Active Directory for access,

Maintain computer hardware, peripherals; diagnosing problems; assisting with deployment and management of Windows Server/Desktops, Network devices

Use SNOW software application to maintain helpdesk Tier 2 tickets

McAfee securing and encrypting computers

Configure and sync mobile devices Apples, Androids, Tablets,

Monitored a data base of all NOAA end user computers, disabled or re-enable after 60 day no contact

Assisted users with downloading/installing approved software, desk side, remote, or assist by phone

Wiped or Degaussing hard drives and return to customers.

IT Infrastructure Analyst / Desktop Support and Management

World Duty Free Group

Robert Half (Contract) June 2015 – July 2016

Remote Desktop connection to Windows Server 2012 R2

Decommission switches using (SNMP) RADIUS Zenoss monitoring system

Monitored and Maintained Network Infrastructure Devices on Zenoss (Radius). Cisco Servers, Switches, Routers, Network wireless Bridges, Firewalls

Add and/or remove Network Printer from Print Server Management

Reset and Unlock Users Active Directory account Passwords.

Update, Add, and remove users as members in group policies

Updating, Disabling, Terminated Users accounts in Active Directory

Receive and resolve escalated tickets from help desk. Created, Resolved, and assigned tickets daily.

At Corporate office: Assisted walk up Users with issues

Imaged Computers for new, Loaners, and send out to field users at sites

Remote into users PC’s use Admin rights to assist users to upgrade or download software

Troubleshooting HR payroll and time clock issues (Kronos, ADP)

Maintained traveling expense report for IT Technicians and IT Managers

Created and maintain inventory system and track stock levels

Citrix Virtual Desktop

Add and/or remove Network Printer from Citrix Server (Citrix Studio)

Remote into User’s desktops and troubleshoot issues within Microsoft suites, Citrix applications.

Monitor and Maintain Network Citrix Server and Users Sessions Connections in Citrix Directory

Reset Citrix user's profile.

Mapped shared data drives on Users PC.

Install and Troubleshoot issues with Citrix Applications on Desktop machines. (SAP and Gamma)

Anti-virus Services

Run McAfee anti-virus program for infected PC’s and Re-image Pc’s off network.

Virtual Private Networks (VPN)

Install software on PC, to access VPN for Users to work from home.

Assist Users with domain name and access gateway to use Web Browser secure HTTPS connection

Mobile Data/Telephone

Configure mobile devices to Network Domain sync with Active Directory

Desktop Phone

Reset password for voice mail on Cisco Phone

Cisco Unified Admiration Phone System: Modified users extensions, and side cards.

Discontinued users phone extensions, Configured new phone for users

set-up and maintain cisco Desk phone/ Boardroom/conference room phone, projectors,

Email and Messaging

Troubleshoot email issues, retrieve .pst files and archived mail from Enterprise Vault

Level II On-Site IT Desk Side Support/ Administrative Support

Cox and Kings Global Services Visa Application Center (Contract) May 2014 - April 2015

Assisted personnel with issues reported on company provided workstations, peripherals, LAN, email clients, and software related incidents

Escalation to Level 2 IT Support resources from CKGS IT provide a formal escalation matrix

Full Asset Lifecycle Management; includes site asset registers, ageing and asset usage reporting for both hardware and software licenses

Installed and configured services for standard hardware and software; such as printers, scanners, external storage devices, and input devices; includes the installation of drivers and correcting printing-related errors

Supported computer warranty repairs included coordination with OEM vendor(s), equipment pickup, shipping, tracking, and return. On-site IT support verified the repairs have been completed before returning the computer to the impacted user personnel

Security management and compliance to CKGS IT standards including the deployment and monitoring of Antivirus, Endpoint protection agents etc. at the end user level - workstations and/or laptops, as applicable; management frameworks are controlled and managed

Maintained, and daily backed up recorded data from the CCTV Speco NVR, copied to an external shared drive,

Monitored daily HTTP WATCH and follow the web browser speed, saved summary, and securely sent to a shared drive for CKGS IT Indian networking team have access

Monitored and Maintained Photo booth, Time clock, Customer token system, Credit Card Machines, Check counting machine, Barcode printers, Barcode scanners, Biometrics reader

Scanned, digitized Visa Approved Applications, copied to shared drive, burned DVD to give copy to Indian Embassy for records. Convert applications to PDF to CSV file, copy to thumb drive for Embassy

Set up new work stations, connected users to the Network, set Static IP addresses to VIP users and applied credentials. Mapped all peripherals to local intranet. Customized ActiveX controls to company trusted webpages.

Desk side Specialist/Administrative Support

Insight Global NASA (Contract) July 2012-May2014

Primary focus of job was helpdesk support, deskside support and administrative support to desktop end-users

Deployed legacy and asset systems for Mac and PC platforms for civil servants and VIP customers. Streamlined Mac deployment process, decreasing average deployment time. Configured software, peripheral and hardware installation (RAM, hard drive repair, printers)

Conducted trainings on deployment process, developed community knowledge base for identifying and troubleshooting common issues

Confirm the domain, Log on to server home page, workstation package installation & configuration

Down loaded packages from sever with 0 exception left, then activate the encryption, verify IP address

Installed and tested all PCs, laptop and printers

Installed Operating systems and scripts to new or refreshed laptops

Documented users name, new location, PC asset numbers to laptop and desktop

Received incoming and outgoing refreshed company users’ iPhones, iPads, MACs, PCs

Used barcode tracking for incoming and outgoing inventory

Mapped wired and wireless network printers

Kept daily records of incoming shipments. Group items into categories for organized stock control

Resolved customer inquiries including (but not limited to) MS Office Suite and Sharepoint, Active Directory, Norton, PKI, Symantec Endpoint Encryption, Auto CAD, Adobe Suite

Obtained Active Directory Resource Management (ACES Administrator) privileges

Respond to IT issues from system users as needed, including maintenance and upgrading Blackberry and mobile devices

Education

District of Columbia Community College January 2010—December 2012

CompTIA A+ Certification class

Computer Forensics 1 & 2 classes

Everest College, Arlington, VA October 2009

Associate Degree, Paralegal Studies

PSI Institute, Silver Spring, MD April 1992

Data Entry

Internship

Starling Resource Group, Inc., June 2011-August 2012

Data Collections

4 Tech-Media Inc. September 2009-March 2011

IT Desk side/Customer Services

Training

AGCY0025 Active Directory Resource Management, NASA ACES Administrator, 2013

NASA SATERN Trainings: Mac OS X Security, IT Security for System Administrators, Windows Security and Performance Improvements, FY14 IT Security and Privacy, Microsoft Windows 7

Certificates

Certiport IC3 (Internet, Computer, Core)

CompTIA Strata Fundamentals

Reference Upon Request

Contact this candidate