Summary

I am currently a defense contractor with 15+ year’s Help Desk Manager experience.  I am a proven leader able to provide a diplomatic style leadership, excellent problem-solver techniques, able to bring resources and technicians together achieve mandated objectives, adaptable to changing environments, and have the ability to communicate and coordinate with all levels of executive management and personnel.  My varied experienced includes Microsoft Windows 2000/XP/Vista, Microsoft Office XP/2003/2007, and 3rd party or proprietary programs.

Objective

I am seeking to continue my IT career with a company that values customer relations, where I can join a strong team, and have a positive impact.

Work History

Work History
Oct 1994 - Feb 2009

Help Desk Manager/Task Leader

Lockheed Martin Corp

A defense contractor with secret security clearance and hands-on experience providing varied technical services in a local area network in a Windows NT/2000/2003 environment that hosts WINS, DNS, DHCP, WSUS, or System Management Server (SMS)/System Configuration Center Management (SCCM) services.  Participates in, supervises, and coordinates a team of computer support specialists that provide helpdesk support for Windows 2000 /XP workstations and various network peripherals.  Brings hardware/software troubleshooting and resolution experience, minimal project management skills, and adaptability to changing environments.  Provides experienced maintenance capabilities to a network infrastructure of routers and Cisco switches to ensure consistent internet/intranet accessibility.

Jul 1988 - Oct 1994

Field Service Technician

Astronautics Corp. of America

Troubleshoot, repair, inspect, and install computer systems, including the performance of preventive maintenance inspections. Perform operational and diagnostic program checks and utilizes general and special purpose test equipment and programming techniques to isolate malfunctions. Repair, align, and adjust computer assemblies and subassemblies by replacing and aligning components using hand tools, soldering irons, and specialized electronic instruments. Install and maintain communications/network equipment and software. Provide communications/network troubleshooting. Perform and maintain related office operations.

Skills

Skills

Helpdesk Coordination/Task Leader

Designed and implemented a Level 1, 2, and 3 Technical Support structure for the Network Control Center helpdesk that resulted in attaining and maintaining a 98% user satisfaction rate for reliability, positive attitude, and customer relationship. Build, configured security, and troubleshot and resolved hardware, software, multi-vendor printers, and other peripherals issues. A proven leader, with a diplomatic style, excellent problem-solver, with minimal project management skills, adaptability to changing environments, and with the ability to communicate and coordinate with all levels of executive management and personnel.

Troubleshooting and Resolution

Backup & Disaster Recovery

Performed backup and recovery operations of file and application servers utilizing Backup Exec, CommVault, or Ghost.

TCP/IP Networking

Provided management skills for a local area network Cisco infrastructure ensuring internet/intranet accessibility. Managed DHCP and network printer IP assignment.

Active Directory

Primarily responsible for the design, implementation, and management of the organizational structure for the sites' Active Directory hierarchy. Create, apply, and maintain group policies to enforce security for workstations and servers within the site.

Windows 2000/XP

Performed installation, upgrades, and updates of desktops with MS Windows 2000/XP operating system, Microsoft Office XP/2003/2007, and 3rd party programs.

Windows 2003

·      Upgraded and updated the previous Windows NT environment from 5 Windows NT 4.0 servers to 16 Windows 2003 Operating System (OS) servers by; replacing old and adding new servers, creating a RAID solution, installing and securing the OS, and configuring systems with either a WINS, DNS, DHCP services, or as a file or print server.

SMS 2.0/2000/2003/SCCM2007

Held primary role as SMS Administrator in support of the enterprise patch management program. Built the first SMS server, self-educated myself to install and to administer all aspects of SMS, and upgraded and updated SMS system to the current SCCM version. Completed Administering MS System Management Server course. Completed Planning, Deploying, and Managing System Center Configuration Manager course November 2008.

Secret

DoD