Desktop Support Computer Operator

Olivia Marie Leckner

Baltimore, MD

Active TS/SCI CI with Polygraph Clearance

Primary Cell: 443-***-****

Secondary LAN line: 410-***-****

********@*******.***

SUMMARY

IT Professional with extensive experience in diverse technical support environments; experienced supporting both government and commercial end clients

Experienced in installation, troubleshooting and decommissioning across multiple platforms including Windows, Linux/UNIX, and Mainframe (AS400) systems

Well versed in antivirus software, desktops, laptops, IPads, Tablets, mobile devices, servers, backups, WIFI, VPN/remote support, LAN/WAN, Active Directory, Windows Outlook/Exchange, Remedy/Service Now ticketing, protocols, SharePoint, and network devices

Skilled in setting up PIV card readers for federal employees and contractors

Demonstrates proven capabilities in end user support, technical support, network administration, back-ups, testing and installation of various software packages

Demonstrates superb analytical, logical and problem-solving skills

Skilled in providing excellent customer service; demonstrates professional communication skills, organized and detailed

Looking for Desktop Support/LAN Support/ Field Support/ Jr. System Admin/ Windows Administrator position

PROFESSIONAL WORK EXPERIENCE

Mindbank Consulting Group, L.L.C. (Federal Government client), Baltimore, MD

IT Support Analyst Sept 2017 – Present

Assist customers with Credentialing Application process to submit background investigation to FBI. Assist customers with Sponsoring Applications to complete the process of HSPD12 Credentialing process. Analyze Certs of PIV cards, troubleshoot logical and physical access for CMS and PIV credentials.

Provide user support for Enterprise Single Sign-On, VPN, McAfee Encryption and mainframe Applications

Troubleshoot and resolve computer issues with Enterprise Single Sign-On resulting in having customers remember userid and multiple passwords to various systems

Perform software and hardware support, installation and troubleshooting of HSPD12 equipment

Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software and hardware for HSPD12 enrollment equipment process

Assist and process Credentialing Applications for all roles and stages of HSPD12 Applications and documents

Adjust Windows IE security and system Windows registry settings to function with HSPD12 hardware peripherals

Analyze and process CMS requests resulting in increasing accuracy and timeliness of PIV card Credentials

Upgraded 15,000 + computers and resolved software and hardware issues

Techperm, (Federal Government client), Baltimore, MD Feb 2017 – Aug 2017

Desktop Support Technician 3

Designed, developed, programmed, and installed computer systems, utilities, printers, maintenance based on customer needs. Provided support to cloned laptops due to various issues such as WIFI not working, data is missing, Outlook E-mail is corrupted, missing software, browser not working, missing archives or missing Outlook files and folders. Performed troubleshooting and maintained Dell printers; as well as copied data from old laptops to new laptops. Provided support to teleworkers and remote users. Used Active Client to back-up the users’ old laptops. Used Druva to set up users and computers, monitored licensing and pushed out Druva to clients to move data from old computer to new computer. Utilized TEMS/IBM Big Fix to push out software. Verified personal information and identities for federal employees and contractors. Investigated and validated foreign identities for Federal employees and contractors. Setup PIV card readers for Federal employees and contractors.

Performed duties as an on-site Deskside Support Technician through a flexible tiered team approach in support of the infrastructure operations, hardware, software and mobile devices.

Provided on-site and remote technical support to federal government employees leading to issue resolution for all standard local and network printer hardware and all software applications installed on the PC desktops, laptops, tablets, iPad and mobile devices.

Utilized Remedy, Service Now (SNOW), Active Directory, TEMS, Windows 8, Exchange/Outlook, Imaged Dell 7440’s, 7450’s and 7470’s laptops, McAfee, Checkpoint Firewall, AnyConnect, Encrypt and Decrypt hard drive blades, Apple Products and other enterprise software.

Performed troubleshooting on Windows 10, 8, MS OMS Office 2016/2013, wireless communications and various mobile devices, tracked and updated Remedy ticketing system and/or Service Now (SNOW), supported Active Directory and TEMS and other enterprise software.

Worked with protocol standards TCP/IP, DNS, and DHCP and U.S OPM federal policy, HIPAA, and other federal regulations geared towards ensuring the confidentiality, integrity and availability.

Modified users’ schedules, lists, assets, computers, and users in Share Point Administration.

Installed Sales Logix Data Loader, McAfee, Spectra Guard, etc.

GSFC, (Federal Government client), Greenbelt, MD Dec 2014 – Dec 2016

IT Security Administrator

Lead RSA/PKI Administrator

Lead for the Agency RSA Secure ID tokens. Responsible for Adding/Modifying/Closing Agency RSA Secure ID tokens accounts in multiple systems. Setup VPN access for internal and external customers. Validated Foreign National Citizenship to ensure proper Security access is granted. Key Recovery in the Enterprise Directory

SMA (Security Manager Administration). Verified personal information and identities for Federal employees and contractors. Investigated and validated foreign identities for federal employees and contractors. Setup PIV card readers for Federal employees and contractors.

Installed VPN software; troubleshoot RSA Secure ID tokens.

Created/Modified/Closed RSA Secure ID token accounts.

Created/Modified/Changed E-mail addresses for Public Key Infrastructure (PKI) Encryption Certificate.

Made appointments and presented Encryption Certificate to customers.

Conducted phone interviews with remote users.

Provided training to customers, answered inquiries, and emails regarding Encrypted E-mail messages.

Managed HP Service Manager Queues of MAC /PC’s/ SR’s Help Desk tickets.

Managed Field Tech’s schedules and assigned Help Desk tickets to Field technicians.

Resolved Encrypted Related Help Desk tickets.

Tissue Banks International, Baltimore, MD Apr 2014 – Oct 2014

Systems Admin/ Help Desk Technician Tier 1-3

As a member of a 6-person IT team, I was the primary point of contact for all IT related issues/problems within the company. Performed imaging of company Desktop and Laptop computers along with various software packages and hardware. Provided end-user support for clinical systems such as Donor Management System (DMS) and Tissue Bank System (TBS). Also supported standard business software solutions including EPICOR ERP, SharePoint and Salesforce.

Analyzed, recorded, researched, monitored and followed up on clients’ inquiries to ensure user satisfaction.

Provided first and second level support to end users with software, hardware, and telecom related issues (i.e. password resets, e-mail resets, and web requests).

Managed the set-up of new users, controlled user changes and canceled accounts.

Performed upgrades, repairs and maintenance on the company's PC-related hardware, software, and peripherals.

Documented, tracked and monitored problems to ensure resolution.

Created and maintained an ongoing inventory of all IT equipment within the company.

Provided training in both one-on-one to end users or in a classroom setting.

Worked with Terminal and Virtual servers to look at performance logs and dump files.

Ran SQL queries to setup new user accounts and run reports on SQL 2008 server.

Worked with third party vendors (Windstream) regarding Network monitoring issues.

Setup telephone extensions, ran reports, and set up DID lines of Toshiba phone system.

Provided Administration of user accounts, Group Policy, Shares in Active Directly and Office 365.

Provided remote support to users via Remote Desktops (RDP).

Analyzed Verizon reports, modified Verizon accounts with an approval from a manager and IT Director, and setup iPhones, activated accounts, setup voice mail with Verizon.

Built laptops and desktops from scratch as well as images.

Worked with printer queues, setup printers, scanners, E-mail to scan to TBI employees.

Provided training to new TBI employees of shares, Network drives, printers, Active Sync of Offline files, users’ home drives, VPN, FTP, and SharePoint websites to store documents.

CareFirst Blue Cross Blue Shield/ Altek – Contract Mar 2010 – Oct 2013

Lead Help Desk Level II/III–Multiple Web Portals

As the lead of five help desk individuals, managed, controlled and resolved the inbound ticket volume in high pressure, high volume healthcare websites. Personally, managed the Crisis Managers and ensured coordination through testing. Determined hidden ticket patterns, followed by research and escalation. Engaged in business requirement walkthroughs as well as UAT testing prior to 9 corporate releases. Managed documentation for Frequently Asked Questions. Created and maintained documented steps for Help Desk Policies and Procedures.

Analyzed data in various applications, Facets, CMDB (membership database), NASCO and E-Biz

Supported users and configured IPads, IPhones and iMacs.

Resolved conflict quickly and efficiently with minimal downtime to business.

Resolved the most challenging troubleshooting issues within the complex portal healthcare websites.

Principle documenter of SOP’s, KME’s and training documents for department.

Trained five new help desk subordinates in six-month time while managing personal ticket standards.

Tested data in UAT Test Environment before corporate releases to verify no new production impacts.

Performed troubleshooting on XP, Windows 7, iMac computers.

Performed troubleshooting on computer issues via Lync Microsoft instant message communicator.

Sentient - Hunt Valley, MD Mar 2008 – Feb 2011

BIOMED Tech II/PC Tech II

As the Lead Technician, facilitated the preventive maintenance, testing and calibration on all equipment used for complex surgery. Supported the Neurotechs’ to connect and manage hardware and software applications remotely for real time monitoring.

Installed and tested (CADWELL) BIOMED equipment.

Performed preventive maintenance and calibrated BIOMED equipment.

Installed NORTON Ghost images on new Dell laptops and connected and tested Dells within BIOMED equipment.

Created, modified, deleted shares and files, user accounts and permissions in Active Directory.

Created user accounts and machines in VMware.

Performed troubleshooting on real time monitoring problems that arose in the Operating Room with Neurotechs’.

Ordered Medical supplies for Neurotechs’ in OR.

Assisted Neurotechs’, doctors, and executives with various software and hardware on laptops in secure Windows Environment.

Tested Clinical software on machines before deployment/

Performed Windows XP to Windows 7 Migration.

St. Agnes Hospital, Baltimore, MD Oct 2007 – Mar 2008

Desktop Support Technician – Contract

Managed workstation repairs and installs to fix software and hardware problems in elevated risk/high demand environment. Re-installed, configured, and performed troubleshooting on various software packages and hardware. Maintained support for hospital wireless connection.

Provided onsite support to nurses and doctors within the hospital.

Resolved software, hardware, printers, and telephone problems.

Performed troubleshooting on network conflicts including LAN, WAN, and VLAN issues.

Verified Network connectivity of nurses and doctor’s stations, devices, printers, and hubs.

Active Day, Inc., Owings Mills, MD Oct 2005 – Mar 2007

Systems Administrator/ IT Support Specialist

Managed and answered Help Desk issues, systems, and telephone inquiries. Remotely connected to user’s computers, hubs and routers to resolve Network connectivity issues. Remotely added and configured print servers and for remote users. Researched, created and configured backups of all servers. Created access forms for employees in order to provide and grant access to different shares and permissions of the network.

Provided support to over 300 Plus users.

Utilized PC Anywhere, Remote and Local Desktop in order to troubleshot users’ computer issues.

Installed and configured VERITAS Backup.

Created Active Directory, Network, E-mail, and Care Management System (LINUX) accounts.

Setup Red HAT (LINUX) accounts.

Set up telephones and voicemail (NORTEL) Networks.

Supported and installed Bloomberg, Cad Care, ADP, SOLOMON, FRX, and FAS Software and all Microsoft Products.

Performed troubleshooting on network conflicts via LAN and WAN Environment.

Daily verified Network connectivity throughout LAN and WAN.

Ajilon Consulting, Towson, MD October 2004 – October 2005

Security Administrator – Contract

Analyze user requests and accounts with security access

Cleaned up Active Directory

Created shares and files in a secure environment

Administered user accounts in Active Directory (created, modified, and deleted) user accounts

Created and managed E-mail accounts and databases accounts and permissions

Researched licensing software

Atradius, Baltimore, MD

Systems Administrator/ Network Administrator April 2003 – October 2004

Managed servers including E-mail, print and backup servers

Installed, configured. And managed software, hardware, and peripheral devices

Administered user accounts, permissions, and user rights in the Novell and Windows environment

Monitored firewall logs, intrusion detection logs, and Network traffic

Colliers Pinkard, Baltimore, MD May 2000 – April 2003

Systems Administrator/ LAN Administrator

Managed and administered twelve servers on multiple domains including Citrix, database servers, Lotus Notes, MS Exchange, Active Directory

Installed and maintained Active Directory

Managed Group Policies, NTFS, and file sharing permissions

Upgraded servers with the latest service packs, patches, software and hardware

Responsible for all the backups of the servers

Responsible for the security and functionality of the Network

Managed Help Desk

Johns Hopkins Healthcare, LLC, Glen Burnie/Severna, MD March 1999- May 2000

Voice/Data Specialist

Provided support to 350+ users

Documented steps for Telephone backups, software and hardware installs

Performed weekly backups of PBX and Cost Accounting systems

Reimaged 350+ computers

Responsible for software and computer inventory

Installed NIC cards and drivers

Troubleshot faxes, modems, and printer issues

Upgraded clients to Office 97, Outlook 98, and service packs on computers

Installed various software packages

Installed and configured telephones, voice mail, hunt groups, trunk groups, vectors, Definity switch, Call Accounting and UNIX

Becton Dickinson, Inc., Sparks, MD July 1994 – March 1999

Senior Client Support Specialist

Installed and configured software on user’s PC’s.

Migrated users from Win 3.1 to Win 95 including backing up personal files and data up to the server

Responsible for installing and configuring OS, creating users and groups

Troubleshot Network issues, printers and print queues

Trained new Help desk employees

Responsible for setting up loaner PC’s for users with hardware issues

Responsible for 2nd and 3rd level Help desk call and System requests

ICC Accutracks, Inc., Owings Mills, MD Sept 1992 – March 1994

Senior Computer Operator

Promoted from Computer Operator 2 in October 1993

Monitored AS/400’s

American Stone-Mix, Inc., Towson, MD June 1990 – Sept 1992

Computer Operator I

Monitored AS/400. IBM-36, and IBM 3081’s running VM/SP.

CERTIFICATIONS

CompTIA A+, 2002, 2003 – (if taken prior to 2012 is good for life)

Cyber Security Specialist - Network Plus, Security Plus (2017)

NOCA Certified (NASA PKI) (January 2015)

Registration Authority (RA) Certified (January 2015)

MCSA – Windows 8 (May 2015)

Windows 2012 Server (May 2015)

HIPAA Workforce Certified Professional (January 2014)

MCP Certified NT 4.0 & 2000 (2003)

Comp TIA Security + CE Certification course of study

EDUCATION

Stevenson University, Stevenson, MD

Associates of Arts Degree: Computer Information Systems

UMBC, classes and training in Computer Science

Towson University, continuing education

TRAINING

Information Security Awareness Training (2018)

Anti-Fraud Training (2018)

Network +, Cyber Security +, Towson State University (2017)

Microsoft Windows Server Exam 70-646 Windows Server 2008 Admin, CSM, College of Southern Maryland (May 2015)

Microsoft Windows Server 2008 Administration, CSM, College of Southern Maryland (May 2015)

Microsoft Windows Server 2008 Configuring Network Infrastructure (May 2015)

Completed TCP/IP Communication Protocols in Windows and UNIX Environments (June 2007)

Systems Source - Hunt Valley, MD

Implementing & Managing MS Exchange (2005)

Supporting Network Infrastructure (2005-2006)

Administering MS Windows (2004)

Implement/Support MS Windows XP Professional (2004 - 2005)

Updating Support Skills from Win NT to Win 2000 (2003- 2004)

Supporting Windows Professional Server (2003-2004)

TECHNICAL SKILLS

Operating Systems: Microsoft Windows 10/8/7/ XP/ 2003/ 2000, Microsoft Windows Servers 2012/2008/ 2003, Linux/Unix Administration, Lotus Notes 4.67 Domino server, MS Exchange 2012/ 2007/ 2003 servers

Applications/Software: Remedy and SNOW experience, Facets, NASCO, Citrix Metaframe 1.8 Terminal Services, Active Directory/LDAP, Microsoft Office 2013/ 2010/2007/PeopleSoft, Norton Ghost Image, McAfee Antivirus and SPAM filter, Lotus Notes, Exchange 2012/2007/2003 Adobe 13/11, SQL server 2012, VPN, Internet Explorer 13/11, MS-DOS, Client Access for AS/400, Acrserver / Veritas Backups 14/12/11, ODBC, TEMS, IBM Big Fix, IBM Remote Control.

Help Desk Systems: SpiceWorks, MAGIC, Remedy, Heat, Track-It, HP Service Manager

Remote Support: Remote Desktop (RDP): Rescue-Me, Bomgar, Timbuktu, SCCM

Hardware: Dell & HP Printers, Terminals, SCSI controllers, PC clones, Blackberry devices, IPads, IPhones, all types of Dell/ Sony/ HP, Dell servers/workstations/ laptops

Telecom: Definity PBX switch/ Intuity Audix/Call Accounting System-8410B & 8410D telephones

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