Microsoft Certified Professional - Configuring Windows 8.1
CompTIA - A+
DISA Host Based Security Systems Admin v4.5
Hyland Software – OBP1 and OBP2
Dell Certified Systems Expert.
Formerly held CompTIA Security+
As a Technical Support Associate Analyst, I was responsible for fielding and resolving OnBase issues by utilizing internal OnBase systems, troubleshooting utilities, and support processes. This position required close communication with multiple departments while maintaining issue ownership. In this position I was required to develop proficiency in documentation as well as develop the ability to work independently on support issues all while following departmental policies. Tech Support requires utilization of Windows operating systems in a client/server environment, PC Configuration, SQL databases and networks. I demonstrated the ability to provide support to customers and partners while being an advocate for their requests for anything related to the overall well-being of their OnBase solution. I also continually increased my knowledge of the OnBase product suite and other related technologies.
My duties as the single IT resource on-site covering approximately 150 employees included, but were not limited to, managing print server configuration using the Windows Server 2008 R2 operating system, managing ticket queue using One II Zero ticketing system, managing equipment inventory and spreadsheets. I also setup and managed Avaya phone extensions, assignments, and updates as needed. I was responsible for finding new solutions to employee and external client issues and for writing up documentation and training sheets for employees. I acted as point of contact for OEM support via HP and Canon service contracts, planned and deployed new laptops, desktops, and desktop printers as well as HP and Canon MFPs. I provided standard configuration of Windows 7, Office 2013/Outlook 2013, Active Directory Users and Computers and mobile devices such as Android and iOS devices etc. along with deploying local phone systems and providing desk-side support as well as support of peripheral systems (phone/mobile, printers to desktop, general networking, and general system imaging and deployments). I connected to user devices and system servers remotely using TightVNC Viewer or Remote Desktop Connection and was responsible for ImageX command-line imaging and configuration of equipment according to business needs and requirements. I was responsible for resolving desktop application issues such as installation permission errors and local administrator requirements and troubleshooting by checking logs, checking whether applications run in safe mode, running applications in a previous version of Windows, repairing installations, checking recently added programs, and restoring or re-imaging systems as needed. I demonstrated the ability to identify and resolved network issues by determining scope of issue, determining whether it's a PC or a network connectivity issue, hardware and cabling, proxies, default gateway etc. I troubleshooted and resolved network printer issues by using remote management tools and checking for hardware failures, server issues, printer failures, network issues, driver issues etc. I identified and resolved performance issues by analyzing system and application logs, analyzing started services, setting power management, checking hard drive space, and optimizing virtual memory as needed.
As a NOSC (Network Operations Security Center) Service Desk Analyst, I answered incoming user calls and emails and provided prompt, professional resolution of reported technical problems. I also coordinated the installation, operation and maintenance of hardware, software, operating systems and supporting telecommunications. In this position I demonstrate proven reliability and dependability along with strong interpersonal, communication and organizational skills. The position required me to utilize my Active Top Secret Security Clearance, CompTIA Security +, and HBSS 4.5 Admin Certifications. Extensive knowledge of Microsoft Operating Systems and Microsoft Office skills were needed along with my demonstrated solid network support experience.
Currently maintaining a 4.0 GPA (Dean's List).