Support Microsoft Office 2010, track and monitor the problem to ensure a timely resolutionDevelop and deliver documentation to ensure appropriate end-user support, provide implementation support Utilizing remote tools, Microsoft Lync, WebEx, DamewareProvide technical support services to client and corporate technical staff, for the analysis and design of specific portions of complex, integrated systems. Monitored RSA Security Console. Provided progress updates to customers… Show more Support Microsoft Office 2010, track and monitor the problem to ensure a timely resolutionDevelop and deliver documentation to ensure appropriate end-user support, provide implementation support Utilizing remote tools, Microsoft Lync, WebEx, DamewareProvide technical support services to client and corporate technical staff, for the analysis and design of specific portions of complex, integrated systems. Monitored RSA Security Console. Provided progress updates to customers throughout the life of an incident by monitoring the status and progress toward resolution of all open incidents. Monitored server alerts in Solarwinds.Participate in the development, migration, and maintenance of the corporate computing architectureParticipate in the planning, building, upgrading, and maintenance of Windows desktopsCreate Desktop and laptop images, VMware Horizon and Active Directory administration, troubleshoot hardware issues, Cisco AnyConnect Show less

Created pivot tables, chart and graphs within Excel, extracted data from the table and charts spreadsheets, created work flows/process, delegated work to Service Desk Analysts. Trained Service Desk Analysts on Remedy 7.5, ITIL as well processes. Interviewed perspective Service Desk Analyst\Service Desk Leads.Reviewed Service Desk Analyst service calls, Service Desk Analyst Remedy tickets; corresponded with users to assure issues were resolved, closed remedy tickets. Trained Service Desk… Show more Created pivot tables, chart and graphs within Excel, extracted data from the table and charts spreadsheets, created work flows/process, delegated work to Service Desk Analysts. Trained Service Desk Analysts on Remedy 7.5, ITIL as well processes. Interviewed perspective Service Desk Analyst\Service Desk Leads.Reviewed Service Desk Analyst service calls, Service Desk Analyst Remedy tickets; corresponded with users to assure issues were resolved, closed remedy tickets. Trained Service Desk analyst on Remedy and/or revisions to processes and/or procedures.Performed daily Lead Duties including supervision of Enterprise Service Desk Analysts per shift, creation of weekly and monthly reports for staff management and ESD Department Administration. Researched known issues created Knowledge Based entries for these issues. Updated schedules and maintain awareness for resource management to facilitate critical support at all times for 24x7 support. Analyzed equipment and software for reliability utilized reports to identify problem areas.Monitored and took necessary action on Daily Incident Management and processing of Service Desk requests via BMC REMEDY tool, in accordance with ITIL and EITSM. This entails troubleshooting requests for User Account resets and password changes via Active Directory for both Classified and Unclassified accounts, as well as Hardware, Software, Network, Exchange and other Tier 1 incidents. Show less

Initial contact for all processing of service requests, installed and configured software.Monitored/detected potential trends, escalated.Proactive and reactive network monitoring and troubleshooting. Used HP Openview for server/ network monitoring. Monitor Coradiant’s Truesite/AIM to identify the incidents of primary importance as measured by duration, impact and severity. Track all incidents with BMC’s ITSM software. Active Directory add, change, and support of users, OU, groups. Setup… Show more Initial contact for all processing of service requests, installed and configured software.Monitored/detected potential trends, escalated.Proactive and reactive network monitoring and troubleshooting. Used HP Openview for server/ network monitoring. Monitor Coradiant’s Truesite/AIM to identify the incidents of primary importance as measured by duration, impact and severity. Track all incidents with BMC’s ITSM software. Active Directory add, change, and support of users, OU, groups. Setup accounts and verified permissions. Create groups for access to servers, data, and websites. Maintain and remotely service over 900 web servers. Provided progress updates to customers throughout the life of an incident by monitoring the status and progress toward resolution of all open incidents. Monitor server alerts in HP Openview and SCOMS.Managed and monitored web farm servers, created alerts. Create tickets in Remedy. Deploy software as needed. Password resets. Show less

Provisioned CAC cards, supported MS environment, configured and supported VPN accounts.Configured/ supported Black Berry, pushed applications to units, refreshed/re-imaged units, facilitated moves, Installed and configured make operational a wide range of software. Addressed help-desk issues via the help-desk line, e-mail and voice-mails, created /updated tickets in Magic 9.0Created and/or resolved issues with user’s profile, PST, Calendars, Delegates in an Exchange… Show more Provisioned CAC cards, supported MS environment, configured and supported VPN accounts.Configured/ supported Black Berry, pushed applications to units, refreshed/re-imaged units, facilitated moves, Installed and configured make operational a wide range of software. Addressed help-desk issues via the help-desk line, e-mail and voice-mails, created /updated tickets in Magic 9.0Created and/or resolved issues with user’s profile, PST, Calendars, Delegates in an Exchange environment.Recreated issues to resolve renamed profiles, and/or reinstalled applications, analyzed, modified proprietary software; provide detailed analysis of government work-flow procedures.Pushed software via SMS and/or CA. Effectively contributed to the acquisition of new hardware and paraphernalia, researched various vendors for the acquisitions.Reimaged desktops/laptops/ Installed, configured, maintained software issues ensured the availability and functionality of the systems, tested/troubleshoot issues with software and/or hardware.Supported MS office suite and resolved proprietary software issues.Migrated military campus to Windows seven, this consisted of 450 units. Show less

Addressed help-desk issues via the help-desk line, e-mail and voice-mails as well as Remedy.Configured and supported Black Berry’s and VPN accounts, pushed applications via SMS, migrated users to Vista, Supported users in an Exchange environment, created user accounts, resolved issue with PST files, assisted user in creating delegates, trained user on calendars features, resolved issue with corrupted PST files, assisted user in creating folders, as well as creating rules within… Show more Addressed help-desk issues via the help-desk line, e-mail and voice-mails as well as Remedy.Configured and supported Black Berry’s and VPN accounts, pushed applications via SMS, migrated users to Vista, Supported users in an Exchange environment, created user accounts, resolved issue with PST files, assisted user in creating delegates, trained user on calendars features, resolved issue with corrupted PST files, assisted user in creating folders, as well as creating rules within Exchange.Reimaged desktops/laptops/ Installed, configured, maintained software issues ensured the availability and functionality of the systems, tested/troubleshoot issues with software and/or hardware. Migrated units to Windows seven.Installed, configured, maintained hardware and software issues ensured the functionality of the systems, supported MS office suite resolved issues with various software Access and Excel, etc.Created and updated tickets in Unicenter Service Desk; pushed software via Unicenter Desktop and Server Management, recreated user’s issues to resolve them renamed profiles, and/or reinstalled applications.Analyzed, modified proprietary software; provide detailed analysis of government workflow procedures. Show less

Support users via help-desk line, e-mail and voice-mails, created and/or updated tickets in Unicenter Service Desk, pushed software via Unicenter Desktop and SMS, coordinated with Customer Service Management to manage sensitive issues. Pushed software via SMS and/or CA. Supported MS Office suite resolved issues with various software Access and Excel, etc.Configured, supported Black Berry, and VPN accounts, supported user in an Exchange environment, resolved these issues in a timely manner… Show more Support users via help-desk line, e-mail and voice-mails, created and/or updated tickets in Unicenter Service Desk, pushed software via Unicenter Desktop and SMS, coordinated with Customer Service Management to manage sensitive issues. Pushed software via SMS and/or CA. Supported MS Office suite resolved issues with various software Access and Excel, etc.Configured, supported Black Berry, and VPN accounts, supported user in an Exchange environment, resolved these issues in a timely manner, Installed and configured make operational a wide range of software. Installed, configured, tested, maintained hardware and/or software, implemented and coordinated activities designed to protect and restore IT systems, services, and capabilities. Reimaged units.Recreated users issues to resolve them renamed profiles, and/or reinstalled applications.Analyzed, modified proprietary software; provided detailed analysis of government workflow procedures; assisted in the acquisition of new hardware and paraphernalia; researched various vendors for the acquisitions Show less

Addressed helpdesk issues via the helpdesk line, e-mail and voicemailsResolved software, hardware issues, diagnosed or corrected network, and printer issuesSupported users in a GroupWise environment, used SMS/Active Directory to perform pushes password reset, enable accounts creations of user and computersEscalated problems to appropriate team members created and/or updated tickets within Heat, Utilized DamWare to remote access tools, ZenWorks to install printersAnalyzed and… Show more Addressed helpdesk issues via the helpdesk line, e-mail and voicemailsResolved software, hardware issues, diagnosed or corrected network, and printer issuesSupported users in a GroupWise environment, used SMS/Active Directory to perform pushes password reset, enable accounts creations of user and computersEscalated problems to appropriate team members created and/or updated tickets within Heat, Utilized DamWare to remote access tools, ZenWorks to install printersAnalyzed and determine effective method of problem resolution, updated and/or created work procedures within FLS Show less

Efficiently supported venders users in an XP, Office 2000, 2003 and 2000 environment, maintained , created accounts in AD, Call Manager Unity, ExchangeReimaged, tested and deployed units, migrated user’s data, updated and/or created tickets in Service Center, and HP Service desk, revised and or created work flowsMigrated and supported user from office 2000 to Office 2003, from Lotus notes to Outlook Supported user in a GroupWise environment, used DameWare for remote… Show more Efficiently supported venders users in an XP, Office 2000, 2003 and 2000 environment, maintained , created accounts in AD, Call Manager Unity, ExchangeReimaged, tested and deployed units, migrated user’s data, updated and/or created tickets in Service Center, and HP Service desk, revised and or created work flowsMigrated and supported user from office 2000 to Office 2003, from Lotus notes to Outlook Supported user in a GroupWise environment, used DameWare for remote accessResolved software and hardware issues; reset user’s password assigned user to desired groups, granted and/or revoked permission via Active Directory and ConsoleOne, managed the helpdesk, created accounts in MagicDeveloped and/or /reported team goals, communicated team project specifications and documentation in accordance with operations standards, identified planned and presented process improvementsMaintained ticket database, backup tapes, identified issues with the backup with VERITAS Backup Exec 9.1, Show less

Effectively supported various venders, provided phone support, supported users in MS, Exchange, GroupWise and Lotus Notes environments, Configured and supported Black Berries, supported 150-400 end users, tracked service requests in Peregrine’s Service Center, HP Service Desk, and Remedy 5.0 created deleted and updated users in these applications, created and\or revised policies and procedures, setup users in AD, Group, Wise, ExchangeTroubleshot connectivity issues, with hardware, software,… Show more Effectively supported various venders, provided phone support, supported users in MS, Exchange, GroupWise and Lotus Notes environments, Configured and supported Black Berries, supported 150-400 end users, tracked service requests in Peregrine’s Service Center, HP Service Desk, and Remedy 5.0 created deleted and updated users in these applications, created and\or revised policies and procedures, setup users in AD, Group, Wise, ExchangeTroubleshot connectivity issues, with hardware, software, responded to tickets, supported 3500 H&R Block stores, addressed issues involving spyware, viruses, reimaged, deployed computersUtilized/updated information in Knowlix, ran patches; created images using ghost, wiped units clean of dataInstalled specialty software, analyzed, migrated users from Office 2000 to 20003, Packaged software using Wise and Novell Zen Works, deployed and tested various specialty applications, configured sessions for Extra, addressed issue with AWDWalked user through the installation of hardwareImaged and/or configured Server 2000-2003, compiled fact and/or inventory sheets for storesSupported POS application Cashwise, Windows 95, 98, Windows 2000, XP Microsoft Office 2000, 2003, Outlook 2000, 2003 Show less

Supported users in an Exchange MS Office 2000, 2003 Windows 98, 2000 and XP environmentCreated Images, installed software, analyzed assessed needs, incorporated needs into the design for desktop support, resolved software and hardware issues, Coordinated activities associated with installation, deployment and upgrade of software and hardwareEnsured adherence to service level agreements. Created edited, ERAS accounts, resolved software, reset password accounts via ConsoleONE… Show more Supported users in an Exchange MS Office 2000, 2003 Windows 98, 2000 and XP environmentCreated Images, installed software, analyzed assessed needs, incorporated needs into the design for desktop support, resolved software and hardware issues, Coordinated activities associated with installation, deployment and upgrade of software and hardwareEnsured adherence to service level agreements. Created edited, ERAS accounts, resolved software, reset password accounts via ConsoleONE Developed and maintained effective relationships with users revised and/or implemented workflows, performed restorations, troubleshooting procedures, testing, and diagnosing computer system and peripheral equipment faults Show less