Julia Tarpeh

adssvl@r.postjobfree.com

Cell: 202-***-****

Summary of Experience

Active Directory (10+ years), Windows 10 (4years) Microsoft Office (10+ years), Cisco Unified (2years), SCCM (5 years), iPhone and Android (7 years), Bomgar Remote Tool (10 years) Remedy (10+ years), AnyConnect VPN Client (10+ years), MAC OS (3years), McAfee Endpoint Encryption (5 year), VMware vSphere Client (2+ years), Remote Tool- LANDesk (5 years)

Certification – Security +

Security Clearance – Public Trust Clearance

Employment Experience

Desktop Support Specialist

Imagine Schools Mid- Atlantic Region - Feb 2020 – Current

●Providing consistent high-level technical support to Imagine students and administrative staff.

●Execute written documentation of Remedy ticketing system to log and track communication with end-users.

●Comfortable with installing, configuring and upgrading Windows and Macintosh applications and peripherals.

●Clearly communicate technical solutions in a user-friendly, professional manner to end-user.

●Administer Active Directory to create, reset password and unlock network accounts.

●Responsibilities includes imaging and deploying Windows and Macintosh OS equipment for New Hires.

●Configured Microsoft Office 365 issues and assisting with shared calendars.

●Utilize support connect remote tool to assist VPN User’s and onsite Staff.

●Deploy, manage loaner Laptops, iPhone, iPad and perform asset inventory and storage task.

●Troubleshoot printers, scanners, and other peripheral devices.

●Grant user's permissions to network shared.

Desktop Support Specialist - Contractor

NIH – National Institute of Dental and Craniofacial Research (NIDCR) – August 2018 – January 2020

●Responsible for all Computer configuration and application deployments supporting domestic staff.

●Utilized Active Directory to create, unlock, reset and disable network accounts as well requested.

●Created and updated trouble tickets using Service Now ticketing system to log trouble calls

●Responsibilities includes imaging and deploying Windows and Macintosh OS equipment for New Hires.

●Configured troubleshoot Microsoft Office 365 issues, repairing PST files, auto archives, assisting with shared calendars.

●Utilize Bomgar Beyond Trust remote tool to assist VPN User’s and onsite Staff.

●Used Mobile Device Management and MobileIron to monitor, manage and secure Employees mobile devices.

●Manage loaner Laptops and other equipment performed inventory and storage task.

●Deploy and supported apple devices such as iPads, iPhone, Androids while tracking Asset

●Grant User's permissions to network shared folders and mapped Users to Scan Server.

●Provide technical support using Bomgar remote control tool during troubleshooting process.

●Possesses an understanding of the Personal Identification Verification (PIV) security.

Desktop Support Specialist

The Brookings Institution - February 2016 – August 2018

●Administered Active Directory to create, manage network accounts as well as grant permissions to shared folder.

●Configured and repaired desktop’s, laptops and associated peripherals.

●Deployed and provided technical support for Apple devices, Androids while tracking Asset.

●Communicated with vendors in resolving IPAD and iPhone related issues.

●Provided technical support using SCCM remote control tool during troubleshooting process.

●Administered and managed loaner laptop’s, iPhones and other equipment.

●Tracked and managed tickets through Remedy Ticketing system

●Created and administered Cisco VoIP phone system account including resetting Cisco Unity Voicemail password.

Desktop Support Specialist

US Commodity Futures Trading Commission - Washington, DC - September 2015 - February 2016

●Created and administered Network Accounts using Active Directory.

●Conducted hardware and software diagnostics and coordinated repairs with various venders.

●Installed, configured and repaired PC's, laptop's, printer’s other peripherals related to connectivity or functionality.

●Tracked and documented all reported problems and service requests via Phone, Email and walk - Ins.

●Imaged PC's and rebuilt old systems installing Microsoft office 2010 and standard applications.

●Performed physical inventory of IT Assets using Scan Asset Management Software.

●Possessed working knowledge of remote-control tools such as Microsoft System Center Configuration Management.

●Coordinated with other OITS support teams to provide improved communication and service to customers.

●Troubleshot VPN connectivity issues and assisting with questions.

Desktop Support Specialist

NTIS/Department OF Commerce - Alexandria, VA - November 2012 - September 2015

●Utilized Ticketing System On-Time 2011 to document, update and resolve End User calls to ensure timely resolution.

●Granted user's permissions to network shared folders and mapped users to scan server.

●Responsible for ordering, deploying and troubleshooting iPhone/iPad and Androids.

●Monitored Helpdesk Mailbox, responding to IT incidents via telephone, Email, in person in a timely and accurate manner.

●Provided support to remote users connecting to network using Cisco AnyConnect VPN client.

●Supported MS Office Suite/Exchange 2010, configuring and repairing PST files, auto archives, calendars.

●Imaged PC's and rebuilt old systems, installing Microsoft Office 2010 and standard applications.

●Interacted with the network service team to resolve networking and mailbox issues.

●Troubleshot Thin Client issues and VMware vSphere Client connectivity issues.

●Worked on IT Operations Infrastructure with Helpdesk Personnel.

Desktop Support Specialist

NIH - National Institute OF Health (NLM) - Bethesda, MD – March 2012 - October 2012

●Configured, administered and repaired PCs, laptops, printers, scanners and other peripherals.

●Supported Active Directory Administration. Migrated and deployed end user machines from Windows XP to Windows 7.

●Deployed applications with automated deployment tools such as Altiris.

●Interacted with the network Service Team to resolve issues with network-based services.

●Possessed an understanding of Personal Identification Verification (PIV) security.

●Performed migration from Windows XP to Windows 7 installing software according to department request.

Desktop Support Specialist

Department of Transportation - Washington, DC - August 2009 - February 2012

●Provided consistent and responsive technical support to over 3,000 government users in person and remotely using SCCM.

●Executed written documentation of trouble tickets using Remedy tracking system to log trouble calls.

●Troubleshot and configured network and local printer problems.

●Troubleshot Microsoft Outlook client email issues.

●Installed and troubleshot McAfee Endpoint Encryption to prevent unauthorized access to data on laptops.

●Configured, administered and repaired PCs, laptops, printers, scanners, and other peripheral devices.

●Conducted hardware and software diagnostics and coordinated repairs with various venders.

●Migrated user’s data from Windows XP to 7 OS ensuring complete functionality of all software and hardware.

Help Desk Analyst

The Washington Post - Washington, DC - June 2006 - July 2009

●Executed written documentation of trouble tickets using Track IT, maintaining help desk procedures.

●Deployed, troubleshot and repaired computer systems, printers and other peripheral devices.

●Administered user accounts & network shares in Active Directory.

●Troubleshot software issues via phone by utilizing remote control tools (Microsoft SMS).

●Applied latest operating system patches as well as client's software such as Virus Protection McAfee and Symantec Ghost.

●Provided VPN tokens support services and mapped devices to the Exchange Enterprise server.

●Arranged and prepared equipment for shipping/receiving and handled customer pick-ups for equipment.

●Managed Active Directory in a Windows 2003/2008 Server environment.

Helpdesk Support Specialist

National Community Service - Washington, DC - August 2004 - August 2006

●Performed computer hardware and software installations.

●Utilized remote tools, Proxy Master and LANDesk Management to push patches to end-users.

●Troubleshot web browser, Internet TCP\IP and modem connection problems.

●Setup new user equipment and images according to end user's needs.

●Troubleshot Microsoft Outlook 2003 client email issues.

●Utilized Remedy Trouble Ticket System to update, track & close trouble tickets.

●Provided support printers, copiers, faxes, scanners and other peripheral devices.

●Performed miscellaneous job-related duties as assigned.

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