Position Highlights• Position works in a high call volume environment responsible for greeting users, ascertaining the nature of the call, and resolving Level 1 issues where possible. • Use tools to remotely access customer equipment to diagnose and resolve customer problems.• Responsible for ensuring the customer's entitlement to services to adhere to contract SLAs; Remotely deliver solutions, work through others to dispatch service personnel; and Work directly with the customer to understand and/or open tickets via ServiceNow, and escalate to the appropriate workgroups, when necessary.• RSA Activation, PIN resets, Authentication Monitoring.• Software installation and troubleshooting.• Program password unlock/resets.• Network drive mappings.• Troubleshooting, and activation of Cisco Phones.Other Duties• Proficiently provided comprehensive support through web queues, outbound interactions, and emails, ensuring prompt resolution of queries.• Conducted thorough research, resolution, and timely response to both recurring and unique questions.• Provided support to less experienced colleagues on the team through effective mentoring, monitoring, direct feedback, and knowledge sharing.• Applied finesse and soft skills when interacting with end-users.• Managed multiple tasks simultaneously with a high degree of accuracy.• Experienced with ITIL (Information Technology Infrastructure Library). Demonstrated the ability to work both independently and in a team environment, providing technical support and troubleshooting for over 1500 software applications. Adhered to ISD Navy Federal practices, policies, and procedures to ensure regulatory compliance and uphold quality standards.• Troubleshooting Dell Wyse VDI’s, Laptops, and OptiPlex systems.• Applies knowledge gained from experience and KB articles in day-to-day duties and responsibilities.

Position Highlights:• AT&T Salesforce CloudRunner Support.• Seller Access Chatter for Support.• Help Requests Logged.• Triage Tickets.• Requests Resolved.• Close Requests & Tickets.• Self-study in Security utilizing SalesForce.Other Duties• Monitored the help desk request queue.• Coordinated with sellers to confirm order data.• Entered/resolved tickets in SalesForce tracking systems.• Executed production inventory updates for IMO needs.• Ensured that tickets were resolved within SLA guidelines.• Identified, and escalated situations requiring urgent attention.• Stayed current with system information, changes, and updates.• Followed up with the customers to ensure the issue(s) has been resolved.• Tracked, and routed problems, requests, and document resolutions.• Participated in a rotation to provide coverage for West Coast customers.• Responded to queries either via email, chat communication, or over the phone.

Position Highlights: • Managed hardware and software inventory.• Active Directory Experience• Enable\Disable accounts.• Network password resets.• Adding\Removing groups.• I was hand-picked to compose and/or revise user KBA’s and procedures as well as create how-to videos with voice–over using company Powerpoint template, TechSmith Snag-It, and Camtasia Video Editor.Job Duties• Managed shared mailbox access.• Maintained Single Sign-on programs.• Configured Network Drive Mappings.• Handled Safenet PIN resets for MobilePass.• Administered MS Office 365 Admin Center.• Utilized ADManger Plus for account creation.• Implemented and supported Multi-Factor Authentication.• Worked with Microsoft Windows 10 Enterprise OS build 19x. • Utilized MS Teams for communication and collaboration.• Managed the administration and troubleshooting of VPN clients.• Managed user account provision processing and troubleshooting.• Utilized Remote Desktop Connection/Jumpbox for remote access.• Empowered end-users to self-support using the corporate knowledge base.• Provided initial triage and first-line technical support for software applications.• Demonstrated basic technical knowledge of Apple and Android smartphones and tablets.• Demonstrated proficiency with Microsoft Office 365 (Excel, Word, PowerPoint, and Outlook).• Investigated and resolved technical or procedural issues related to software applications and/or third-party applications.• Skilled in utilizing BMC Remedy for ticket management and issue tracking, with a focus on ensuring completeness, and accuracy of documented information.

Position Highlights: • MobileIron enterprise support on company hand-held devices such as iPhones, and Androids.• RSA Token support/activation for Hard as well as Soft Tokens for laptops, and smartphones.• Addressed incidents related to firm-standard end-user software and hardware, including mobile and handheld technologies.Duties and Responsibilities• Conducted upgrades for lease rolls and executed migrations and refreshes from Win7 to Win10. Additionally, performed data backups and restores using DLO Veritas Desktop Agent.• Managed the deployment of hardware and software to end-users, supported IT tasks during office moves, and coordinated the repair of end-user hardware. Additionally, assisted with provisioning and de-provisioning processes, including setting up hardware/software for new hires and receiving hardware from separating employees. Conducted asset management activities, encompassing procurement, receipt, inventory, tracking, and distribution. Utilized strong analytical skills to identify sources and trends of technical problems, proactively preventing future occurrences, while also addressing escalated end-user incidents from the service desk and walk-up issues. Maintained a comprehensive understanding of IT Services' organization and service offerings to identify optimal solutions for addressing end-user technology needs and incidents.

Position Highlights: • Administered, and supported MS Office 365 by creating, unlocking, and disabling user accounts as well as password resets.• Hands-on software, and hardware troubleshooting experience.• Imaging computer systems via SCCM.• Ensure the integrity and security of enterprise data on client computers.• Managed RSA token user profiles.• Ran Microsoft, and Symantec updates on servers.• Administered server tape backups.• Resolving BitLocker Issues.Other Duties• Performed preventative maintenance. • Installed approved equipment and software. • Updated inventory additions and changes to the inventory database.• Provided timely feedback to end-users on their IT service request tickets.• Staging and taking down end-user workstations and associated Equipment.• Installed software patches, updates, and upgrades, including remote servicing of workstations.• Demonstrated the ability to effectively explain complex technical concepts to both technical and non-technical senior executives and staff while working independently with little to no direct supervision in the analysis, design, and implementation of desktop solutions to fulfill business unit requirements.• Demonstrated the ability to establish and maintain effective working relationships with executives and staff, assessing customer needs, crafting and delivering solutions, and documenting the issue, action, and outcome.

Position Highlights: • Resolved client issues using remote control support and technical phone support, as well as directly with customers.• Imaging computer systems via SCCM.• Active Directory Administration  Creates, unlocks changes, and disables user accounts in accordance with company policies, and established security controls. Manages user accounts, access permissions, and applications by reviewing user IDs or access requests to determine if they are accurate, complete, approved, and appropriate. • Supported Windows 7 Enterprise Migration– Windows 10 Enterprise.Other Duties• Resolved BitLocker issues.• Utilized ServiceNow for SLA Incident and Task Management.• Responsible for on-site installation, maintenance, and repair of company and multi-vendor systems, encompassing hardware, software, and networking products. Possess a strong proficiency in troubleshooting hardware and network support, coupled with excellence in rapidly learning, understanding, and supporting new software applications.• Effectively managed a ticket queue in an SLA-driven environment, giving precedence to Executive/VIP tickets over end-user support requests to achieve necessary outcomes. Prioritized incoming support requests, ensured compliance with SLAs, and documented support requests in the ticketing system,detailing resolution steps and actions taken.• Escalate issues, and involve other team members wherever required to achieve a prompt resolution.

Position Highlights: • Utilized Service Now for SLA Incident and Task Management.• Resolved client issues using remote control support & technical phone support, as well as directly with customers.• Imaging computer systems via SCCM.• Active Directory Administration  With authorization, creates, unlocks changes, and disables user accounts in accordance with company policies and established security controls. Manages user accounts and access permissions and applications by reviewing user IDs or access requests to determine if they are accurate, complete, approved and appropriate. • Supported Windows 7 Enterprise Migration – Windows 10.• Courteous, outgoing, friendly personality that evokes confidence.• Responsible for on-site installing, maintaining and repairing company and multi-vendor systems which include hardware, software and networking products as well as operating systems.• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance in person/deskside/remote, and via phone.• Takes responsibility for potential or desired follow-up services or problem escalation.• High degree of troubleshooting skills in hardware and network support, learning, understanding, and supporting new software applications.• Possess leadership skills such as being able to organize work and oversee tasks performed by others.• A clear understanding of how to manage a ticket queue in an SLA driven environment.• Experience working in a large environment.• Respond to, evaluate and prioritize incoming support requests; maintain SLAs and document support requests in the ticketing system.

Position Highlights: • Utilized ServiceNow for SLA Incident and Task Management.• Push software products to customers using SCCM.• Added new identities to the Active Directory domain, and provisioned the identities with the proper security groups that held the proper permissions per application.• Wrote technical procedures and documentation for new technicians to use to familiarize themselves with the imaging process for Dell, and HP Systems.• Troubleshoot SCCM-related issues to identify the build failures and potential fixes.• Troubleshoot server hardware issues.Other Duties• Maintain HP network printers; troubleshoot issues.• Order, inventory, and return IT parts and equipment as needed. • Create accounts in an Active Directory and assign them to specific groups.• Build, maintain, troubleshoot, and repair hardware and software for local and remote users.• Backup and restore user data for the Tech Refresh project from Windows 7 to Windows 10 Enterprise.• Manage trouble tickets from inception to closing, including tracking resolution progress and updating customers on ticket status. • Establish and maintain user desktop environments, and relocate and set up peripherals as needed.• Setup/configure users with Microsoft Office 365. Troubleshoot problems with SMTP and IMAP server names and port configurations. • Install, configure, and troubleshoot Microsoft programs such as Outlook, Lync, and MS Office Professional products (2010, 2013, 2016).• Participate in weekly meetings with the manager to provide updates on outstanding Tech Refresh project statuses, ensuring local laptops are up to date with the latest updates and user-requested software.• Provision new user accesses and handle de-provisioning when a user leaves the company or no longer requires that access.• Encrypted data, and services with the latest McAfee encryption software.• Assigned McAfee E-Policy rights to encrypted users on a whitelist.

Position Highlights: • Provided phone, and onsite technical support to FAA staff in the Leesburg Air Traffic Control Center and Leesburg Airport.• Resolved client issues using remote control support via DameWare Mini Remote Control and technical phone support.• Supported Windows 7 Enterprise Migration – Windows 10.• Imaging computer systems via SCCM.• Active Directory Administration  With authorization, creates, unlocks changes, and disables user accounts in accordance with company policies and established security controls.  Managed user account access permissions and applications by reviewing user IDs or access requests to determine if they were accurate, complete, approved, and appropriate.  Responsible for creating, maintaining, and deactivating Active Directory accounts.Other Duties• Microsoft Office 2016 support.• Performed data file backup and recovery.• Experience with imaging, and supporting Windows 7/10.• Supported vast proprietary software programs from installation to troubleshooting.• Conducted server configuration, including firmware, drivers, and software upgrades.• Coordinated logistics and facilitated the movement of assets and equipment between site locations.• Responsible for monitoring, operating, managing, troubleshooting, and restoring service to client computers and laptops with authorized access to the network.• Actively take ownership of assigned Remedy tickets and problems, accurately document work performed, and troubleshoot issues in a timely fashion, whether in person, by telephone, or via remote access. Additionally, research problems to determine solutions and create procedures to prevent issue recurrence.• Installed or removed mounting rails, brackets, and cable management attachments inside hardware racks. Conducted diverse hardware modifications and replacements, including RAM, NIC card, Hard Drive upgrades, Uninterrupted Power Supplies replacements, Patch Panel upgrades, Cisco Switches, and cooling fans.

Position Highlights:• Imaging computers via SCCM.• Active Directory Administration  Unlocking accounts / Reset local and network passwords. Create new user accounts & and manage existing user accounts. Add or remove group access. Create new computer accounts and manage existing computer accounts. Granting permission to access approved resources through Active Directory.Other Duties• Migration of user data.• Troubleshoot connectivity, and networking issues.• Escalated high-level issues to the appropriate teams.• Supported a fast-paced facility with 450 users on site.• Basic troubleshooting for Cisco IP Phones (7942/7962).• Responsible for onboarding, and new hire hardware deployments.• Break-fix support for IT hardware (Dell laptops/desktops peripherals).• Channeled user requests to the appropriate sources According to DSG protocol.• Coordinated with the network team to configure switch ports to the correct VLAN.• Logged, monitored, coordinated, tracked, and resolved daily service tickets appropriately.• Placed orders for new IT equipment, and added equipment to OASIS for asset tracking.• Maintained, and tracked equipment stock for the office including laptops, monitors, and peripherals.• Provided Tier 2 application support for end-user systems, including Office 2010, and 2013, Windows OS, web browsers, internal proprietary, and managed applications.• Installed/upgraded/replaced servers, storage devices, or network components, and other hardware as needed.• Responsible for the installation, and removal of Ethernet, and fiber cables to support infrastructure needs.

Position Highlights: • Utilized Remedy Service for SLA Incident and Task Management.• Managed corporate AT&T, Verizon, and American Messaging accounts involving:  Procurement of Blackberries, Cell Phones, and Pagers.  Configuring/Troubleshooting Blackberry, Cell Phones, and Pagers.  Adding/upgrading/canceling services. • Asset management and tracking of all deployed and returned devices.• Install/upgrade/replace/de-install servers, devices, or network components as needed.• Assist with network cabling installation and removal to support infrastructure needs. I was able to save BAE 6% in fees by finding and terminating zombie devices that were still being charged by AT&T, Verizon, and American Messaging. • Corporate-wide upgrade of MS Office 2007 to MS Office 2010.Other Duties• Provided Tier II remote, and on-site technical support in activities associated with the prioritization, identification, isolation, research, documented resolution, and follow-up of end-user-reported issues through BMC Remedy.• Deployed new software platforms.• Utilized Dame Ware Mini Remote-Control v.6.9.0.0 for access to end-users both on, and off-site. • Reported network, and application problems to affected functional organizations through BMC Remedy.• Supported Dell, and HP workstations, laptops, and servers.• Installed network cabling to expand infrastructure needs.• Engaged in corporate procedures for decommissioned mobile devices in the enterprise-wide technology recycling program raising funds to benefit community programs as positively impacting the environment.• Created, and updated end-user support documentation and KBA’s. • Installed system updates, and patches on servers.• Supported conference room meetings regarding laptop connections, projector, audio, and AT&T Teleconference setup. • Confirming activation of network drops.• Provided basic troubleshooting services for VoIP.• Ensuring activation of LAN ports on the switches.

Position Highlights:• Implemented a variety of COTs hardware, and software solutions to address client-specific data and document retention objectives.  This saved the company additional costs by avoiding the purchase of an expensive Dell server and licensing.Other Duties• Supported Microsoft Windows XP Pro, and MS Office 2007 for investigators, and protection agents by diagnosing complex problems, and consistently delivering effective solutions.• Responsible for the procurement, and installation of all new computers, and networking systems to be used before the company officially opened for business. • Implemented technologies that decrease costs, increase performance, and positively affect corporate productivity.

Position Highlights: • Created documents that outline the Symantec GHOST image creation and ghosting process that the deskside team uses for each Dell OptiPlex Desktop/Dell Latitude Notebooks that GSI employees use.  This eliminated mistakes by streamlining the build process. • Managed GSI corporate workstation images by removing outdated images, creating/maintaining new images with security, and program updates on the Ghost server.  This helped to expedite the turnaround of refreshes of company laptops and desktops. • Performed asset management to assist in the tracking, procurement, and monitoring of company equipment.  Thus, improving the ordering of supplies and decreasing costs by 10%. • Triaging and repairing Servers & network hardware.• Troubleshooting network installations & configurations.• Assisted with network cabling installation and removal to support infrastructure needs.Other Duties• Provided support and service for Dell Dimension workstations, and Dell Latitude Laptops.• Handled warranty coverage of Dell equipment between the vendor and the client.• Performed networking triage – LAN Drop activation and troubleshooting.• Performed hardware warranty/RMA requests.• Performed physical material packaging and shipping.• Reported daily work activity results in Support Magic Service Desk Database.• Installed servers, storage devices, network, and other hardware.• Performed hardware warranty/RMA requests.• Performed physical material packaging and shipping.• Installed servers, storage devices, network, and other Hardware audits.• Reported daily work activity results in the Support Magic Service Desk Database.