MICROSOFT WINDOWS SYSTEM ADMINISTRATOR/SYSTEM ANALYST 1
More than 10 years of expert enterprise and domain level technical support experience. Proficient in desktop, laptop, and peripheral troubleshooting. Industry standard certifications. Customer service and communication background that ensures the utmost level of respect and courtesy to both the end user and team members.
Active Public Trust Security Clearance
Enterprise Network Administration
Network Performance Administration
Group Policy Administration
McAfee Anti-Virus Administration
VOIP Phone Administration
Host Based Security Compliance
3rd Party Vendor Liaison
Comptia Security+ Certification
Comptia Network+ Certification
Windows XP/Vista/7/10 Desktop Support
Windows Office (Excel, Outlook, etc.)
Windows SCCM Client Configuration
Windows Active Directory Management
Windows Remote Desktop
Wireless Access Point Management
Company NameJune 2013 to June 2016Microsoft Windows System Administrator/System Analyst 1 City, State
Specialized in tiers 2 and 3 technical support for 500 desktops, laptops, tough-books, mobile scanners, printers, and mufti-function devices to include troubleshooting both hardware and software issues in a multi-site, enterprise, domain network support setting.
Provided technical expertise for the only wireless LAN network for the Department of Logistics at Fort Bragg.
Trouble-shot network connectivity issues via ping, tracert, and nslookup in both wired and wireless environments.
Authored and deployed group policies to limit end user access and ensure system security in appropriate environments.
Competent as the intermediate liaison with 3rd party vendors (Ricoh, Xerox, HP, Dell, etc.) to replace and resolve hardware issues after on-site diagnosis.
Physically repaired desktops upon parts arrival via warranty replacement or salvaging parts when necessary.
Orchestrated VOIP phone deployments and prioritized VLANs to resolve VOIP phone connectivity issues of 50 phones.
Administered virus and vulnerability scans to ensure optimal network performance.
Directed end user training and documentation of numerous Microsoft products (most commonly Outlook, Excel, Word) and various proprietary software.
Ensured systems are Bit-locker protected, McAfee Anti-virus is up to date, SCCM check-ins are performing properly, and Host Based Security Systems (HBSS) compliance.
Sustained live inventory and asset management of systems for timely replacement and accountability.
Integral in the creation of the (SOP) Standard Operating Procedures of the Logistics Readiness Center's IT Cell.
Streamlined the workstation imaging process by creating a lab to allow for multiple computers to be imaged.
Performed desktop migrations for organization of 1000+ end users.
Documented resolution procedures to ensure efficiency and assist in training new technicians.
Configured Outlook email accounts to function properly with token based network topology and access cards.
Handled all client situations with diplomacy and professionalism.
Prioritized tasks in a fast-paced environment often times with multiple projects occurring simultaneously.
Company NameSeptember 2007 to June 2013Service Desk Analyst 1 City, State
Maintained a 24 - 48 hour turnaround on customer ticket resolutions regardless of severity.
Produced monthly reports documenting thousands of trouble tickets and their resolutions.
100 percent call resolution, no calls/tickets left unresolved in any month.
Effectively used Windows Remote Desktop and/or DameWare to resolve customer inquiries in a timely and most efficient manner manner possible.
Installed patches to ensure HBSS compliance with the Fort Bragg Domain.
Facilitated users obtaining Common Access Cards and necessary training upon receipt of the token and gathered computer information for accreditation on the Fort Bragg domain.
Applied Army Gold Master Windows 7 images to machines.
Recognized January 2013 for going over 1000 days with out a single accident or on the job injury.
Improved the efficiency of trouble ticket routing by streamlining tasks between locations and technicians.
Trained users on the importance of information security, and the necessary steps to avoid breaches.
Balanced the scheduling of trainings and appointments with users while assisting others via phone and email support to assure maximum efficiency.
Recognized for outstanding customer handling skills.
Exhibited outstanding analytical and communication skills.
Preserved knowledge database using Microsoft Access to increase efficiency and reduce downtime caused by recurrent issues.
Proven track record at this position resulted in a promotion.
Company NameMay 2005 to September 2007Help Desk Analyst 1 City, State
Demonstrated excellent customer service skills to help achieve first call resolution.
Recognized as call center representative of the month October 2006 for excellence in service.
Performed daily audits of customer accounts through IComs billing system.
Responded to written and telephone request for new products and services from the public into call center.
Queried IGlass application to observe network functionality and dispatch technicians according to known cable network outages.
Assisted in the install of new workstations.
Kept end users abreast of trouble ticket status and expected resolution times.
100 percent call satisfaction.
Facilitated user access through the use of Microsoft Active Directory by creating and disabling user accounts or resetting passwords.
United States Air Force Technical School2000Comptia Security+ Certification - 2014
*Comptia Network+ Certification - 2014
*Fayetteville Technical School A+ Certification Course
North Carolina Central University2000
Seventy First Senior High School1999H.S. Diploma
A+ Certification, Active Directory, Anti-Virus, Army, Asset Management, billing system, cable, call center, communication skills, hardware, Client, excellent customer service, Customer service, database, Dell, desktops, diagnosis, documentation, email, fast, HP, imaging, information security, inventory, laptops, Logistics, McAfee, Microsoft products, Access, Microsoft Access, Excel, Windows Office, Outlook, Windows 7, Windows, Windows XP, Word, Enterprise, Network Administration, network support, Network, policies, printers, promotion, routing, scanners, scheduling, Security Clearance, SOP, technical support, Desktop Support, user training, telephone, phones, Phone, troubleshooting, Vista, VOIP, wireless LAN, written
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United States Air Force Technical School
North Carolina Central University
Seventy First Senior High School
Job Titles Held:
Microsoft Windows System Administrator/System Analyst 1