EDIDIONG E. UKO

**** ********* ****, *** ***

Greenbelt, MD. 20770

240-***-****

adw12u@r.postjobfree.com

CAREER OBJECTIVE

To obtain a position that will allow me to develop further and utilize my diverse skills and knowledge as a team player, which will help boost the image of your company.

Education & Training

(M.Sc.) (in view), Capella University, Minneapolis, MN

Information Technology

(B.Sc.), Potomac College, Washington, D.C.

Major: Information Systems / Cyber-security (GPA 3.23)

Civil Law, University of Uyo, Akwa Ibom State, Nigeria (GPA 3.71)

Socrates Technologies Center, Largo, MD. : Dell Certified Systems Expert, A+, MCP certified; MCSE in view

WORK EXPERIENCE:

Walmart Corporation, Target, Walgreens, Nationwide, 05/2017-present

Field Service Technician

Receives, analyzes, resolves, and/or appropriately escalates problems from users.

Provides support to users of existing and newly-installed hardware, operating systems, applications and mobile-based technology

Installs, configures and maintains hardware, applications, and peripherals in support of the County's business operations and needs

Provides technical support for certain County business activities

Performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and software

Responds to help desk calls, e-mails, and walk-ins; determines nature of problem and identifies solution or refers to appropriate source

Documents calls in call center management system, ensuring appropriate coding and written problem description

Analyzes reported problems through use of remote tools to identify source of problem; consults with staff who have technical expertise in specialized area (e.g. networks, telecommunications, systems engineering) to follow up on problems identified by the user

Assists and/or observes other technicians in the field to learn advanced troubleshooting procedures and to provide timely resolution of wide-scale problems

Monitors system operations to detect user errors or inappropriate use of systems; advises users on more appropriate use or efficient procedures; monitors disk space usage, notifies appropriate staff when action is needed.

NZTE (New Zealand Trade & Enterprise), Washington, DC, 11-2014-05/2017

Field Service Engineer

Diagnosing and troubleshooting laptops, desktops, printers and scanner issues.

Install, create, modify, & diagnose video teleconferences using Cisco TMS; Tandberg & Polycom, SXs, HDX’s, Group Series; Crestron, AMX panels; Win XP/7; phone, remote, deskside/laptop presentation support, Microsoft Lync, cabling, daily status reports.

Assisting videoconference groups in ensuring proper audio and visual connection.

Managing and setting up user accounts using Active Directory 2003.

Applying appropriate permissions to files and folders on the server.

Troubleshooting and maintaining Windows XP Pro, Windows 7, Windows 10 Pro and 2000 Pro platforms.

Keep track of server run rates to determine efficiency.

Imaging, update installation and patching of desktops and laptops.

Managing user accounts and issues within an Active Directory environment.

Assisting users with MS LYNC 2010 for video conferencing/meetings, IM and also to resolve issues.

Assisting users experiencing issues with Citrix connectivity issues.

Coordination of new hardware project rollouts.

Capital One Financial, Laurel, MD, 08/2013-11/2014

Systems Analyst (Night Shift)

●Setup workstations and servers at various bank branches.

●Provided support for Audio-visual conferencing using dual Polycom RMX 2000s; repaired HDX’s, 500 Group Series.

● Respond to requests for technical assistance in person, via phone, or electronically.

●Troubleshoot VPN and CITRIX connectivity issues.

●Administer over 40,000 BlackBerry users using BlackBerry Enterprise Server (BES) Ver. 5.0.4 over a secured network.

●Provision, configured, updated all BlackBerry Devices, and Smartphone Devices.

●Created and managed Application Control Policies for Unlisted Applications

●Created and Managed IT Security Policies

●Troubleshoot issues such as business applications, printers, Blackberry phones, and hardware errors.

●Maintained and administered BlackBerry Enterprise Server (BES)v.4.4

●Complete projects assigned by the Senior Network Administrator and Director.

●Responsible for purchasing new hardware and software.

●Manage hardware leases including scheduling returns, replacing hardware, and rolling out new hardware.

●Manage user administration in a Windows server domain.

●Assist in maintaining at least 7 Windows servers and other Cisco infrastructure devices.

●Using remote tools such as Kaseya to address remote issues.

National Public Radio (NPR), Washington, D.C., 10/2012-08/2013

Technical Analyst

Developed technical reports and documentation

Troubleshooting support calls relating to Windows 7 and XP system problems.

Utilizing Connectwise to address remote customer issues.

Configuration and support of blackberry/android phones, and iPads for users, GOOD for Enterprise, Mobile Device Manager

Managing Windows server 2003/ 2008, installing and updating security patches, managing users and accounts.

Upgraded routers with VWIC cards (voice/WAN interface cards) on 3700 series Cisco routers.

Migrated and supported MS LYNC from 2010 to 2013, for users conferencing and instant messenger needs.

Used remote assistance and LANDesk to troubleshoot user issues.

Used VMware to manage and monitor issues like health of servers and application provision and deployment.

Record maintenance of hardware in asset database.

Managed the Exchange 2007/2010 servers to create user profiles.

Managed BlackBerry Device Software Bundles.

U.S. Department of Agriculture Headquarters (Corporate Brokers, LLC), Washington, D.C., 10/2009- 10/2012

Sr. Helpdesk Support Technician

Imaging, update installation and patching of desktops and laptops.

Managing user accounts and issues within an Active Directory environment (AD 2003).

Assisting users with MS LYNC 2010 for video conferencing/meetings, IM and also to resolve issues.

Provided support of the Tandberg/Polycom VTC units; Cisco Telepresence Server (TMS),

Assisting users experiencing issues with Citrix connectivity issues.

Coordination of new hardware project rollouts.

Managing and maintaining hardware and software inventory.

Using DAMEWARE to support users remotely.

Managing Windows server 2003/ 2008, installing and updating security patches, managing users and accounts.

Configuring, managing and maintaining software applications through DESKTOP AUTHORITY.

Maintaining asset tracking and logs of hardware inventory.

Use of REMEDY and HP OPENVIEW ticketing systems to retrieve and input trouble issues.

WEBEX and Net Meeting setup for audio/visual conferences.

Repair and /or coordinate repair of hardware devices with vendors.

Created and Managed IT Security Policies

Setup, diagnose and troubleshoot Blackberry issues through the BES.

Managed BlackBerry Device Software Bundles

Administer over 25,000 BlackBerry users using BlackBerry Enterprise Server (BES) Ver. 5 over a secure network.

Coordinate troubleshooting techniques with fellow team members.

Provision and Applied IT Policies on Mobile Devices

U.S. Environmental Protection Agency Headquarters (KForce Staffing, LLC), Washington, D.C., 02/2009-10/2009

Systems Support Technician

Troubleshooting user hardware and software issues.

Troubleshooting Lotus Notes mail issues.

Provisioned, configured, updated all BlackBerry Devices, BlackBerry PlayBooks and Smartphone Devices.

PC and laptop configurations and imaging such as Symantec/Norton Ghost imaging.

Managing Domino Mail Servers.

Managing users through Active Directory 2003.

Server tape backups using Veritas backupexec.

Performing upgrades and system updates to anti-virus patches, and mobile devices.

Use of HP Openview for ticket management and resolution.

Applying security patches and upgrades/updates to servers and client systems through System Center Configuration Manager (SCCM) 2007 SP1.

Configuration and support of blackberry phones for users through BES.

Managing, configuring and updating software through ZENWORKS and VMware systems.

Using LAN Desk to resolve issues remotely

Office of Unified Communications, Washington, D.C., 12/2008 - 06/2009

IT/Telephony Specialist (Third Shift)

Troubleshoot and support Sentinel and Avaya applications.

Tracking faulty hardware systems such as CIM cards and phones.

Administer over 40,000 iOS, Android and Window users using Good Technology as the MDM Good For Enterprise (GFE)

Provisioned, configured, updated all BlackBerry Devices, BlackBerry and Smartphone Devices.

Manage BlackBerry Device Software Bundles

Retrieving 911 emergency calls from server for cases.

Working with setting up of Polycom phones and other devices.

Resolving issues through HEAT ticketing system.

Ensuring that workstations are set up for 911/311 applications.

Performed field testing of GSM, VoLTE and CDMA phones from random locations to assist in proper dispatching of service during emergencies.

Resolving issues remotely using LANDesk.

Configuring and resolving workstations through TCP/IP and protocol settings, hub and switch connections.

Handling Computer-Aided Dispatch (CAD) and Pictometry applications.

Training of employees on various areas of application procedures and methods.

Updating antivirus and security patches and purging of infected machines that may compromise security..

Backup and retrieval of stored calls on the servers.

U.S. Coast Guard Headquarters (The Centech Group Inc.), Washington, D.C., 05/2006 -12/2008

Computer Systems Analyst

Maintain the security policies of assets among users

Developing, implementing, monitoring and ensuring compliance to IT security regulations.

Used and support Active Directory to create and manage user accounts.

Installed, configured and maintained server hardware and software.

Immediate response to users having issues via e-mail, phone, walk in or

REMEDY ticket.

Assisted users with 3COM-based VOIP phone issues and Polycom devices for teleconferencing.

Configuration and support of blackberry phones for users patches through the System Management Server (SMS) 2003.

Manage BlackBerry Device Software Bundles.

Provision and Applied IT Policies on Mobile Devices

Diagnosed and troubleshot hardware and software based issues.

Used remote assistance and LANDesk to troubleshoot user issues.

Tested of the integrity of new applications and software before distribution.

Purging of infected workstations that may compromise network security.

Assisted users with Citrix and VPN connectivity issues.

Medical Services, U.S. Department of State (Teksystems, Inc.), Washington, D.C., 04/2005-05/2006

Junior Systems Administrator

Diagnosing and troubleshooting laptops, desktops, printers and scanner issues.

Managing and setting up user accounts using Active Directory 2003.

Applying appropriate permissions to files and folders on the server.

Troubleshooting and maintaining Windows XP Pro and 2000 Pro platforms.

Keep track of server run rates to determine efficiency.

Provide support for department-related software like for E-MED database.

Mediator between vendors and IT unit.

Used LANDesk to rapidly respond user requests for help.

Used HEAT & Paragrin ticketing applications as call tracking system.

Daily checking and clearing of logs on the server such as application, security and system logs.

Building and imaging of machines for users.

PC configuration using Sysprep, Symantec Ghost, Zenworks.

Assist users remotely using Carbon Copy.

Train new users on basic network essentials and computing policies and procedures.

Assisting users over the phone and remotely, domestically and those on foreign assignments.

Tape backup management using Veritas.

Epstein, Becker & Green, PC (Teksystems, Inc), Washington, D.C., 01/2005-04/2005

Desktop Support Specialist

Respond to customer requests for support via e-mail, telephone, walkups, call-tracking software.

Provide support to Dell and IBM laptops and desktops by replacing faulty peripherals, such as hard drives, power supplies, memory sticks, keypads, monitors and BIOS batteries.

Troubleshoot network connectivity issues.

Track issues and trouble tickets using HEAT5.5 until resolved.

Resolve remote user issues such as VPN Dial-up and Citrix

Basic troubleshooting of Desksite DMS.

Setting up of audiovisual conferencing using Cisco phones.

Daily changing of backup tapes.

Record maintenance of hardware in asset database.

Participate in team projects that enhance the quality of service.

Support of Windows XP Professional and Win2Kpro operating systems.

Basic troubleshooting of MS Office 2003 and XP as Outlook, Word and Powerpoint.

Escalate problems to proper team/unit.

Resolving issues within a timely, standardized manner.

Creating user accounts and management through Console One.

Troutman Sanders, LLP (Teksystems, Inc), Mclean, VA, 08/2004 -12/2004 Desktop Support / User Services Specialist

Troubleshooting hardware and software issues.

Upgrading firm-related software and hardware.

Maintaining inventory of equipments -blackberries, laptops, desktops, projectors and pc peripherals.

Remotely accessing user machines using ALTIRIS.

Imaging / ghosting of new machines for the firm using Symantec.

Administering daily server backups.

Using Active Directory to manage user accounts.

Troubleshooting HP and Epson Color printer issues such as changing rollers, replacing fusers and taking care of paper jams, cleaning toner areas and changing toners.

Managing the Exchange 2000 server to create user profiles.

Setting up of Video and teleconferences using Room Tracker.

Serve as a contact point to vendors for the firm.

Immediate response to ticket requests using IQ tracker.

Managing documents using iManage DMS.

Setting up workstations for new users.

Hogan&Hartson, LLP. (Teksystems, Inc), Tysons Corner, VA, 07/2004 – 08/2004

Desktop Support Specialist

Assisting users with immediate desk side needs.

Resolving Win2KPro and other OS issues

Diagnosing and troubleshooting hardware/ firm-software related issues.

Providing support through e-mail, phone and walk-ins.

Serving as a mediator between vendors and firm

Providing valuable input as to the improvement of service and other issues.

Providing support of blackberries, PDA’s, laptops, desktops, and projectors.

Setting up of AV conferences with the use of projectors and Cisco phones.

Troubleshooting basic MS applications as Outlook, Word, Powerpoint.

Prompt response to resolving issues using HEAT 5.5 ticketing system.

Daily changing of backup tapes.

Troubleshooting VPN dial-ups and Citrix issues.

Maintaining regular inventory of firm equipments.

Managing user’s accounts, group policies and logins within AD.

Resolving connectivity issues.

Setup for new employees.

Steptoe & Johnson LLP, Washington, D.C., 04/2003 – 07/2004

Hardware / Software Support Analyst

Imaging and installing personal computers, printers and other computer peripherals.

Assisted users to resolve computer – related problems such as inoperative hardware or software, including network connections.

Assist with work projects such as converting to new hardware or software.

Installed and tested new software packages and upgrade of Win2KPro OS .

Made and tested network connections from Hub unit to computers ensuring each workstation was configured with accurate user information.

Analysis and troubleshooting of common computer problems and learning new systems on the job.

Made modular repairs and maintenance of computer equipment on a timely basis, thus minimizing user downtime.

Assisted in maintaining inventory and tracking of computer equipment, supplies and accessories such as Dell, IBM, Toshiba, and HP printers, desktops and laptops.

Made recommendations for improvements in computer system.

Created user accounts and connected them to the network.

Setting up of new systems for new employees.

Used VNC to remotely render assistance to clients.

The Pentagon / Navy Yard Annex (Apex Systems, Inc), Arlington, VA, 10/2002 – 02/2003

Deployment / User Support Specialist

Installation, upgrading and supporting Windows 2K Pro

Diagnosis and troubleshooting of hardware and software issues

Creating and managing new user profiles

Imaging/ installation of new systems with applications to specification

Troubleshooting of LAN connectivity issues

Troubleshooting of MS applications such as Outlook, Outlook Express, Explorer

Knowledge of DNS /DHCP/TCP

Navy Aircraft Warfare Center (Apex Systems, Inc), Patuxent River, MD, 05/2002 – 10/2002

Deployment / User Support specialist

System building and imaging of computers

Orientation of clients to new software, usernames, and navigation techniques

Troubleshooting of hardware and software like MS Outlook Express and network connections.

Creating new user profiles and passwords within AD

Upgrading and supporting systems such as Windows NT /95 & 98 to Windows 2k Pro and Windows 2000

Migration and Support of applications such as *PST files, .PAB files, MS Exchange 2000

Configuring and troubleshooting desktop settings

Immediate deployment of Dell computers to clients on base

Andrew’s Airforce Base (Apex Systems, Inc), Camp Springs, MD, 06/2001 – 05/2002

Technical Support Specialist (P/T)

Installation of computers, hardware and software

Diagnosing and troubleshooting of PCs in a Windows environment

Accurate response to trouble calls and effectively providing solutions

Diagnosis and troubleshooting of MS Office suite

Migration, configuration and troubleshooting of desktop settings

General hardware maintenance

LAN support

The Maniscalco Law Firm,Washington, D.C., 11/99 – 05/2002

User Support / PC Technician

Diagnosing and troubleshooting of desktops such as Dell Optiplex GX1, Compaq, IBM PCs

General upgrade of systems to current OS either manually or using RIS

Installation of hardware and software in PCs

Diagnose and troubleshoot network connectivity issues

Assist in creating and managing users in Windows NT environment

Problem resolution of clients in certain applications like MS Word, Excel, PC Anywhere and PC Docs

Preventive maintenance duties on PCs

Litigation support using Dataflight’s Concordance, Summation, Casemap, JFS litigator notebook and Westlaw

FISMA Compliance training, UNIX Administration, Dell Certified Systems Expert (DCSE), HP Certification, PC repairs, Windows 95/98, Windows 2000 Professional, XP/ XP Professional, System migration and staging, Exchange 5.5, Laptop imaging, configuration of printers, working with fax machines, Hitachi DDP92 printers, Fujitsu M4020 scanners, Sony, Dell and IBM laptops. Active Directory 2003 management, Applying permissions to folders on the server, monitoring run rate of servers, troubleshoot access to folders and files on server. Run back up daily on servers.

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