· Administered and secured government network operating systems within the functional areas of configuration, systems, and performance management. Managed and maintained internal site networks, to include but not limited to MS Exchange, and Windows Operating Systems. · Conducted Tier 2 level network software and hardware corrective actions. Understood and administered general security concepts. Identified potential risks, monitored activity, secured network environments, and enforced security policies and procedures.

· Handled 15+ technical/mission-critical calls daily and consistently met high service standards.· Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.

· Maintained and administered computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. · Performed data backups and disaster recovery operations. · Diagnosed, troubleshot, and resolved hardware, software, or other network and system problems, and replace defective components when necessary. · Configured, monitored, and maintained email applications and virus protection software. · Operated master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use.

· Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. · Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. · Participated in large-scale upgrades and installations.

· Read source documents and located and corrected data entry errors, or reported them to supervisor. · Compared data with source documents such as canceled checks, sales reports, or bills, and enter data in specific data fields for subsequent entry.

· Assisted customers with seating arrangements.· Recommended upgraded products or services to customers.· Communicated with customers to resolve complaints or ensured satisfaction.