Desktop Support Specialist
July 2012 to Present
Provide Tier 2 local support for about 100 customers(staff and students) located at a Department of Justice (DOJ) training facility. Duties include: routine maintenance of about 500 workstations, and a variety of printers, faxes, and scanners. Install desk microcomputers, peripherals, and software products for networked and stand-alone workstations. Troubleshoot, diagnose, and resolve desktop microcomputer software and hardware failures. Provide assistance to customers who are experiencing difficulties. Coordinate with the Enterprise Operations Center (EOC) regarding the restoration of system and user data files from tape backups
Help Desk Analyst
October 2010 to July 2012
Tier 1, Tier 2, fully competent professional position. Resolves technical problems in a call center/help desk environment. Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.
Act as an interface between the client, end users, and the various Data Center services. Responsible for moderately complex end-user requests, hardware/software specific items, and the coordination of resources. Develops, monitors, and tracks procedures for the Help Desk. Responsible for documenting recommended procedures. Provides solutions to a variety of technical problems of moderate scope and complexity. Works under general supervision. Follow established procedures. Work is reviewed for soundness of technical judgment, overall adequacy, and accuracy. Impact of work is limited to the work group directly supported.
Desktop Support - Senior Analyst, Systems
September 2008 to October 2010
Daily responsibilities includes; break-fix repair, including parts ordering, application software support, peripheral installation, application software installation and/or upgrade. Responsible for configuration changes to both hardware and software, reinstall image and virus repair. Work with technical resources to troubleshoot desktop support issues, perform data migration as required and have the ability to understand and support standard desktop image. Restore system to functioning state and gain customer concurrence for problem resolution. Activities include working with application software and operating systems to diagnose and resolve unique and non-recurring problems. Assists with the installation, configuration, and upgrade of printers, Voice over IP (VOIP) phones and Tandbergs. Provide end-user software troubleshooting and support. Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provide network troubleshooting and support. Provide phone, help-desk support and end user training. Maintain current knowledge of relevant hardware and software applications. Create new customer accounts. Trusted Agent for PKI installation. Resolve customers service request via Siebel Support Web. Participates in special projects as required. Working environment consists of Windows XP, Microsoft Office 2003 and 2007, Active Directory, Microsoft Exchange 2003, over 800 customers supported, JWICS, SIPR, and NIPR domains.
System Administrator/Desktop Support
December 2006 to August 2008
Supports enterprise wide desktop systems and provides Tier 2 and 3 support for users relating to hardware, software and technical problems as part of the Desktop Support Team. Working knowledge of Windows 2000/XP operating system. Support includes installation, configuration, upgrading and troubleshooting related functionality to include hardware and software components. Conduct formal and informal training and assistance for customers, as well as reporting, respond to, and resolving customer requests. Responds to, and ensures complete resolution of any desktop user support and help desk related calls. Document actions taken, gives needed guidance or training to customers to prevent recurrences, and assists other specialists in resolving very complex problems. Install, configure, and test software on customer's workstations. Provide support for over 800 customers and computers on classified and unclassified networks. Create user's accounts; perform day to day system operations which includes managing system hardware, software, data storage devices, applications software, disk cleanup and monitoring system performance. Create Remedy tickets for customer's trouble calls, provide assistance as quickly as possible, and follow up with customer on any continuing issues.
December 1986 to December 2006
December 1986- December 2006
Supervisor: Leading Petty Officer of Information Technology office onboard ship. Supervised four junior personnel in day to day operations and communications. Responsible for three servers, including Exchange Server, multiple workstations/laptops and numerous users. Also, served as Leading Petty Officer of training division during last shore duty. Supervised seven junior personnel, responsible for teaching Microsoft Office classes to customers, civilians and military members.
System Administrator: Provided basic in-depth levels of instructions in Local Area Network(LAN) and local intranet with the focus on system administration. Maintain network of 100+ computers from Window 98 to NT and Window 2000 desktops and servers. Microsoft Exchange 2000 administrator, Active Directory experience. Designed, configured, and administrate a Local Area Network(LAN). Perform day to day system operations which includes managing system hardware, software, data storage devices and application software; disk cleanup; monitoring system performance; customer support; help desk support; equipment custodian duties; providing system security and network back-up operations; maintaining software licenses and documentation and ensuring adequate network connectivity; manage and create user accounts, group and security policies.
Instructor: Instructed Microsoft Office Application courses that provided training in Word, Excel and PowerPoint which saved the Department of Defense over $7,000 monthly in training costs. Directed teaching/learning activities in schools training centers and selected reserve units. Evaluated instructional materials.
Network System Vulnerability Technician: Maintain classified and unclassified network systems for military ships. Daily tasks included monitoring network, protecting systems from potential viruses, vulnerabilities, weaknesses and intrusion, troubleshooting, repairing and rebuilding systems. Assisted the Information Systems Security Manager (ISSM) with the System Security Plan (SSP) and systems accreditation. Used commercial off the shelf software and operating system specific tools to perform virus protection and detection, system backups, data recovery, and auditing functions. Created, configured, and maintained user and group accounts across multiple operating systems Assessed protocol and proxy service vulnerabilities and their relation to firewalls. Developed and implemented solutions, with regard to protocol and proxy service vulnerabilities, guarding against hostile attempts of compromise or inadvertent disclosure of sensitive material. Responsible for six Microsoft Windows 2000 servers (2 primary domain controllers, 2 back up domain controllers, and 2 exchange server ), Cisco 4500 Router, Alacatel Switch, and 35 Windows Pro 2000 workstations.
Bachelor of Science in Technical Management
Master of Business Administration in Information Security