• Define helpdesk policies, procedures, and methods for helpdesk personnel.• Delegate helpdesk tasks for all helpdesk personnel.• Monitor helpdesk tasks for all helpdesk personnel.• Monitor, upgrade, and install virus scanner and update servers and monitor and report on desktop virus scanner and software patching; act as a resource and interface person for active directory problems; install and manage any Windows server software for either general use or specific scientific use.• Coordinate bench-top computer support for up to 200 employees (including admin support, scientists, and technicians) using desktop computers using the Windows or Macintosh operating systems and workstations using Linux and Unix.• Support specific software, including citation managers, scientific graphing programs, technical illustration and imaging programs, statistical processing programs, and terminal emulators.• Create, delete, and manage user accounts in Active Directory; conduct user data restoration from enterprise backup; perform general help desk tasks.• Provide guidance and oversee the execution of tasks related to supporting newly constructed and installed network infrastructure to ensure all networking needs are satisfied, including hard-wired, fiber-optic high-speed, and wireless services.

• Support Hardware and Software asset management, tracking and auditing for devices not connected to the network and according to NCI processes• Provide VIP support to selective customers as per SLA and agreement• Assist with equipment replacement cycle• Manage and complete incident and move, add, change (MAC) requests and update ticketing system accordingly• Create, delete and maintain user system accounts and passwords in Active Directory, corporate email system, phone system, and related applications and services• Ensure that Group IT Security standard processes are followed for services provided• Maintain a neat and organized workspace

• In coordination with network administrators, assist with network software deployment and problem troubleshooting• Provide introductory training and support on new hardware and software to• Actively identify and communicate areas of improvement to his or her team lead• Provide follow up and progress updates to the users• Utilize a good working knowledge of the operating systems and of on-line• Build, deploy and maintain workstation and build machine environments for employees according to group standards• Provide technical support on Desktop facilities

• Provided in-person, telephone & remote support to customers on Windows XP, Windows 7• Supported applications:  Microsoft Office 2010, Office 2013, Adobe Acrobat, VMware and other COTS software• Supported services: Citrix Web Services, VPN, Cisco VoIP, McAfee Endpoint Encryption, Microsoft Exchange Hosted Services, RSA Tokens, Microsoft Lync 2010, Blackberry Enterprise Server, Blackberry Activation Service • Supported & management of mobile devices: Apple iOS, BlackBerry, Android & Microsoft Windows 8• Displayed courtesy and strong interpersonal skills with all customer interactions• Processed an average of 20 inbound and outbound technical support calls daily• Trained new employees and explained protocols clearly and efficiently• Utilized customer contact skills to effectively communicate with regarding hardware and software issues• Utilize Active Directory management of account and mailbox creation (customer and resources), password resets• Utilize Group Policy for desktop management• Conference and meeting setup utilizing various VTC hardware and Cisco IP Conference Equipment• Migrations: Windows XP to Windows 7, Microsoft Exchange to Microsoft Office 365 Standard• Have been formally recognized several times for exceptional relationships with co-workers and customers as well as for going beyond what is required standard• Meet service level agreements by recording and updating service requests in the ticketing system• Access, organize, inventory, install, and relocate equipment as required. Update and maintain asset management records for hardware as needed per Remedy requests and project tasksService Desk Ticket Manager: Remedy via Salesforce Cloud Service, ITSM

• Manage a team of 5 Junior LAN Technicians responsible for building, deployment, recovery and new technology installs for the entire Asset Lifecycle of 2000+ laptops across 1 off-campuses location consisting of 4 buildings• Develop and maintain positive customer relationships• Researched, resolved and followed up on customer issues• Provide in-person and remote support to customers on Windows XP, Windows 7 & MAC OS X 10.5 thru OS X 10.8• Applications support: Microsoft Office 2007, Office 2008, Office 2010 Adobe Acrobat and Reader, and other COTS software• Experience in installing, configuring and troubleshooting PIV Smartcard readers, HHS/NIH PKI Certificates• Experience with deploying, configuring, and troubleshoot various mobile device vendors such as Blackberries, Apple iOS and other peripherals.• Proficient in desktop imaging (creating and deploying) using Symantec Altiris• Meet service level agreements by recording and updating service requests in the ticketing system• Proficient in configuring devices and software, troubleshooting problems, and resolving customer complaints.• Proficient in resolving LAN and WLAN networking and connectivity issues• Proficient in configuring wireless, remote access, and VPN client's hardware and software.• Conference and meeting setup utilizing Tamberg, Adobe Connect, Citrix GoTo Meeting, Cisco WebEx

• Researched, resolved and followed up on customer issues• Manage a team of 3 Junior LAN Technicians responsible for building, deployment, recovery and new technology installs for the entire Asset Lifecycle of 2000+ laptops across 1 off-campuses location consisting of 4 buildings• Support of NIH enterprise applications in use such as NBS, ITAS, SOFie, Edie, and others• Working knowledge and understanding of audio visual systems including but not limited to projectors, televisions, sound systems, and connecting computers• Experience with presentation software including but not limited to PowerPoint and Keynote• Supported applications: Knowledge and experience with Microsoft Office 2003 & 2007, Office 2008 for Mac, Adobe Acrobat and Reader, Adobe Creative Suite and other COTS software• Meet service level agreements by recording and updating service requests in the ticketing system• Bind Apple Mac computers to Microsoft AD utilizing ADmit Mac• Experience supporting cell phone and mobile equipment such as Blackberry and Apple iPhone• Strong written and verbal communication skills• Flexible schedule to accommodate conferences and meetings extending beyond standard workday hours• Conference and meeting setup utilizing Adobe Connect, Citrix GoTo Meeting, Cisco WebEx and Tandberg Video Conferencing• Utilize Active Directory management of account and mailbox creation (customer and resources), password resets• Utilize Group Policy for desktop management• Trained, oriented and mentored new employees and junior technicians• Provide additional support to other campus locations• Remote Tools: Symantec Altirs, Microsoft RDP, DameWare, Apple Screen Share• Service Desk Ticket Manager: Remedy, ServiceNow

• Strong analytical and troubleshooting skills in order to determine how to solve any technical issues that arise in a mixed Windows and Mac OS X environment• Maintained a calm, professional demeanor when faced with high demand, high volume workloads• Added and managed users accounts, maintained workstations, and keep triage equipment on the ready• Supported applications: Extensive knowledge and experience with Microsoft Office 2003 & 2007, Office 2008 for Mac, Adobe Acrobat and Reader, Adobe Creative Suite and other COTS software• Able to work with customers and provide resolution of their computer issues, with minimal direct supervision• Trained, oriented and mentored new employees and junior technicians• Proficient in desktop imaging (creating and deploying) using Symantec Altiris• Understanding the organizational dynamics of the business environment and base their actions and decisions on the situation and ability to work on a change driven project where customers may be introduce new processes and procedures• Knowledge of LANs and capable of assessing and resolving basic network connectivity issues• Support of NIH enterprise applications in use such as NBS, ITAS, SOFie, Edie, and others• Configured Microsoft Outlook for Mac for Exchange using LDAP• Bind Apple Mac computers to Microsoft AD utilizing ADmit Mac• Common laboratory technology support activities such as interfacing desktop computing equipment with specialized laboratory devices such as NanoDrop equipment and microscopes.• Conference and meeting setup utilizing Adobe Connect, Citrix GoTo Meeting, Cisco WebEx and Tandberg Video Conferencing• Experience with deploying, configuring, and troubleshoot various mobile device vendors such as Blackberries, Apple iOS and other peripherals.• Have been formally recognized several times for exceptional relationships with co-workers and customers as well as for maintaining outstanding metrics performances

• Answer questions; resolve computer problems for customers in person, via telephone or from remote location.• Utilized customer contact skills to effectively communicate with regarding hardware and software issues• Managed time and tasks efficiently, adhere to schedule and meet Contact Center metrics and expectations• Resolved hardware conflicts, Windows Networking and Hardware & Software compatibility issues.• Performing operating system patches and releases, resolving server failures; and managing accounts, desktop management services, interfaces, and functional requirements • Proficient in desktop imaging (creating and deploying) using Symantec Ghost• Service Desk Ticket Manager: Remedy

• Provided installation and support to customer installation of specialize software; utilizing various resources• Created, tested and implement tools used for deploying standard desktop images on different firm-wide hardware platforms (desktop, notebook, workstations, etc.)• Used Windows 2003 Server Active-Directory to create, modify, move, delete user, groups, and computer accounts• Supported NEA various mailing list in Lyris and Active-Directory • Configured non-domain and Mac workstations to printer to network printers via IP• Assisted Network Engineers in creating a seamless network-computing environment with a standard desktop presentation for the local and remote (dial-up and broadband) network user community• Provided support to Network Engineers for file server and network software maintenance• Utilized Apple Remote Desktop to manage and data retrieval of local Macintosh workstations and Symantec Altris, Microsoft Remote Desktop, and VNC to manage local & remote Windows workstations• Worked with the Apple Mac admin to create the necessary accounts for Macintosh users in Active-Directory and Admit Mac• Utilize the HEAT Ticketing tracking system to log, update, and resolve issues

• Effective “one-stop” technical support for customers LAN and desktop systems. Install and update software, and set, configure, and troubleshoot customers Windows 2000 and Windows XP desktops• Tracked and de-escalate technology and workflow problems, and assist other groups.• Set up workstations and laptops for new employees; configured systems, ensured network connectivity, and installed and tested hardware and software.• Research and maintained all Macintosh and Windows-based hardware and software installs and upgrades• Provided consulting services on Microsoft and Apple Technology for Small Businesses• Provided remote support on Microsoft Windows 2000 thru XP workstations and Microsoft Windows servers• Performing operating system patches and releases, resolving server failures; and managing accounts, desktop management services, interfaces, and functional requirements

• Promotions: Network Specialist III, II, I (Sr. Network Specialist), Program Manager• Provide leadership and mentoring for technical / desktop support including assistance with complex problem resolution and training on standard desktop functionality• Developed and design the technical requirements for multiple remote standalone kiosk web solution with 3rd party SBA partners• Drafted system requirements specifications, deployment strategies implemented configuration changes and software upgrades to the Business Initiatives Communities (BIC)• Migrated 320 remote desktops from Windows 98 to Windows 2000 Professional• Developed, test, and document plans and procedures to migrate remote sites to Windows 2000 Small Business Server, Windows Professional 2000 and Microsoft Office XP• Implemented wireless network (802.11b) equipment at SBA Business Information Centers• Evaluated and apply leading-edge network technologies to overcome challenges to improving a very large and complex computer network, implemented several design considerations prior to finalization• First-level technical support for all network and workstation installation and configuration used throughout all Business Information Centers and One-Stop Capital Shop for the United States Small Business Administration.• Performing operating system patches and releases, resolving server failures; and managing accounts, desktop management services, interfaces, and functional requirements• Maintaining network drawings and schematics.• Providing network infrastructure guidance in support of construction, relocations, etc.  • Administering activity of the (local) network by managing network failures; administering user access rights, procedures, and configuration; monitoring network performance; and developing software installation packages.• Designing, installing, and maintaining local networks including network communications, hardware, software, and integration with other systems.