Resume of Technical Support

Title
Technical Support

Primary Skills
Active Directory, Windows 2003 Server, Exchange 2003, Windows XP

Location
US-VA-Norfolk

Posted
Apr-03-07

SYSTEMS ADMINISTRATOR / TECHNICAL SUPPORT
5+ years experience in systems administration. Experience installing, configuring and maintaining Windows Servers and workstations. Advanced interpersonal and communication skills, with a track record of rapid promotion with employers based on performance, work ethic, and multi-tasking ability.

SKILLS SUMMARY
Windows 2000/2003 Server Windows 95/98/XP/NT4/2000 Pro, Exchange, PCs, Servers, Microsoft Office Suite, Remedy, Veritas, Symantec Anti - Virus Corporate Edition and Ghost, What's Up Gold, Netware, Blackberry, Citrix, LANDESK, and VPN.

CAREER PATH
Systems Administrator / Lead Technical Administrator - 2006 to Present
U.S. Office of Personnel Management, ITEQ, Washington D.C.
* Configuration and maintenance of network hardware and software, including servers, operating systems, e- mail, directory domain controllers, etc.
* Utilize Active Directory to create and manage organizational units, users, groups, computers, and contacts, as well as Home and Terminal Services folders in a 10,000+ user environment.
* Manage Exchange and Configuration of Outlook Web Access.
* Analyze, log, and track complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and applications via Remedy tracking system.
* Create and maintain all VPN and Citrix accounts as well as the maintenance of the VPN account database. Provide front-line support to end-users with remote access connectivity and Cisco VPN software issues.
* Provide on-call system support and after-hours maintenance work.
* Lead Technical Administrator for a team of 5 members.
* Create and document new procedures and train Technical Administrator team members.

System Administrator / Tech Admin - 2005 to 2006
U.S. Office of Personnel Management, RMCI, Washington D.C.
* Create and maintain all Active Directory, Remedy, Citrix and VPN accounts as well as the maintenance of the VPN account database.
* Provide front-line support to end-users with remote access and Cisco VPN software issues as well as Outlook configuration and e-mail issues.
* Create and grant permissions to shared folders and resources.

Help Desk Support - 2005 to 2005
U.S. Office of Personnel Management / RMCI, Washington, D.C.
* Provide front line support to all OPM personnel via telephone, email, and Landesk.
* Lead e-mail support agent responding to high priority and VIP requests via e-mail and after-hours Blackberry support.
* Assist users with software configuration as well as Office and Outlook setup.
* Manage user systems via Landesk remote control and to isolate and resolve issues.
* Reset and unlock Active Directory user accounts and update profile information.
* Install, configure, and troubleshoot Cisco VPN and Citrix software.

Enterprise Support Services - 2004 to 2005
Fannie Mae Corporate Service Center / Sapphire Technologies, Herndon, VA
* Front-line support to end users via phone, e-mail, and PC Anywhere.
* Assist users with HW/SW requests, installation, configuration, updates, and removal.
* Manage trouble ticket queues via Remedy to ensure adherence to SLA's..
* Use Active Directory and Netware Admin to manage objects and containers..
* Support Outlook and Lotus Notes.
* Reset passwords for Windows, Novell, Sybase, Oracle, Domino, and Remedy accounts. Provide VPN and Remote Access support for end users.

Base Operations Queue Manager / Help Desk Analyst - 2003 to 2004
NMCI- Information Strike Force / Baystate Computers Inc, Norfolk, VA
* Coordinate and provide first line User support via phone, e-mail, Tivoli to over 50,000+ users.
* Manage trouble ticket queues via Remedy to ensure adherence to Service Level Agreements (SLA's).
* Analyze queues for trends and escalate or implement corrective action as required.
* Review performance metrics and dynamics.
* Provide information security support to internal and external customers.
* Provide information security support, such as violation reports, PC security policies, and maintenance, to customers.
* Assist contingency management groups in planning and executing disaster recovery procedures.
* Implement all IA mandated security upgrades and the update virus definitions on all Symantec Antivirus servers and clients
* Maintain Symantec Raptor Firewall.
* Manage user accounts within Active Directory.

AOR Help Desk / Network Administrator - 2002 to 2003
NMCI-Information Strike Force / Baystate Computers Inc, Norfolk, VA
* Coordinate and provide first line User support via phone, e-mail, Tivoli to over 50,000+ users.
* Manage trouble ticket queues via Remedy to ensure adherence to Service Level Agreements (SLA's).
* Analyze queues for trends and escalate or implement corrective action as required.
* Review performance metrics and dynamics.
* Provide information security support to internal and external customers.
* Provide information security support, such as violation reports, PC security policies, and maintenance, to customers.
* Assist contingency management groups in planning and executing disaster recovery procedures.
* Implement all IA mandated security upgrades and the update virus definitions on all Symantec Antivirus servers and clients
* Maintain Symantec Raptor Firewall.
* Manage user accounts within Active Directory.

Technical Support Lead - Microsoft Contract - 2001 to 2002
WEST Corporation, Hampton, VA
* Provide end-user support to Navy & Marine uniformed servicemen and DOD personnel.
* Utilize Remedy as a tracking and ticketing tool, to create, and update end-user's profiles.
* Reset network passwords, unlock accounts and enable/disable accounts.
* Utilize Tivoli to troubleshoot RAS, Outlook, Internet, , Hardware, Network, Software, and Printers..
* Verify daily system backups of data using Veritas Backup.

PC/Microcomputer Training Specialist - 1996 to 2001
WEST Corporation, Hampton, VA
* Front-line support for Microsoft MSN national internet software provider (ISP) access subscribers via telephone.
* Utilize Microsoft support tools as precision guides to find solutions.
* Use multiple computer systems to track and document each customer's situation.
* Train Technical Support Engineers in the use of administrative and network support applications.

CERTIFICATIONS
Pursuing MCSA Certification

EDUCATION
Certificate - 2003
Outlook Administrator, Microsoft, Norfolk, VA

Certificate - 2002
PC Technical Institute, Hampton, VA
MCSE Certification Course

1987
Norfolk State University, Norfolk, VA
Computer Science

Certifications
See above


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