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SENIOR IT SPECIALIST

Network/Systems Administrator with strong experience in Information Technology infrastructure service and support initiatives, and providing superior client service. Experience in image development, Active Directory administration, Citrix VPN administration, and mobile device configuration for iPhones and Blackberry devices. Offers numerous IT certifications and training for network and PC hardware/software installation and maintenance. Excellent knowledge of various software applications, tools and Mac systems to successfully meet and exceed all network service and support initiatives.

Core Competencies
IT Infrastructure Management • Software/Hardware Support • SQL 2005 • Mac Snow Leopard
Communication • Citrix VPN • PC Installation/Service • Operations Improvement • Customer Service/Support

PROFESSIONAL EXPERIENCE
Broadcasting Board of Governors (Voice of America), Washington • D.C. 2009 – Present
IT Specialist
Provide operational support for end users performing maintenance, system analysis, and troubleshooting for all agency end-user hardware and software, PCs, Macs, peripheral devices, Internet, and network connectivity issues. Prioritize request based on agency needs and requirements. End-user support for Office Suite, Adobe, and agency critical applications and iNews (newsroom computer system). iNews System Administrator that maintains all user accounts, group permissions, and weekly/monthly maintenance. Perform system backups of iNews system, test Windows 7 image before end user deployment, ensuring all agency applications are compatible with image and if not collaborate with vendors to find equitable solution. Clone standard images for Windows 7 and Windows XP. Utilize Active Directory to add computers to Domain, add users to containers, and re-set users passwords. Create and administer Citrix VPN accounts and configure mobile devices for end users that include Blackberry and iPhones. Provide training on software products for end users and technical staff and develop technical documentation for internal Knowledge Base.
Sutherland, Asbill, Brennan LLP, Washington • D.C. 2006 – 2009
Application Analyst
Known as lead technical resource for deployment of Interwoven FileSite software firm-wide to upgrade existing document management system (Desksite). Recommended software add-ins that increased productivity of Interwoven software product and assisted in building and deploying client side software and customizing software for in-house client use. Kept Worksite and Index server updated with latest patches and developed firm department and personal workspaces from Elite accounting database using DocAuto Workspace Manager. Developed Intapp Ethical Walls providing documents security base on client conflicts. Provided support using phone, in person, e-mail and remote desktop for all internal user community regarding all hardware/software solutions or issues. Reimaged all workstations/laptops and collaborated with vendors to resolve all hardware/software issues and system performance. Trained employees on software usage.
Sterne, Kessler, Goldstein, & Fox P. LLC, Washington • D.C. 2004 – 2006
Desktop Support Specialist
Performed all desktop hardware/software service and support for Help Desk customer reported issues. Overall support for Windows XP, MS Office Suite and custom productivity applications. Maintained all user accounts, e-mail accounts within network infrastructure and managed all IT support requests. Performed all asset management, printer maintenance, hardware and software updates. Provided assistance for users with iManage in tracking and troubleshooting issues with document management software. Provide assistance for users with Deltaview to accurately troubleshoot issues. Provided training sessions for small groups of employees and person-to-person ad hoc training.

WorldBank, Washington • D.C. 2003 – 2004
Desktop Support Specialist
Provided Tier2 support for South Asia Region of WorldBank with oversight for all technical issues related to hardware support for Dell Desktop/Laptop computer (Win2K/XP), software support for MSOffice Suite, Internet Explorer, and various off the shelf products. Administered accounts through Active Directory to add users to containers and re-set users passwords. Performed Remote Access Support for domestic and foreign users via AT&T Global Dialer Software. Provided Lotus Notes e-mail configuration and technical support. Configured Laptop for AT&T Dialer Software (Dial-up/DSL/Cable Modem), new system configuration and re-imaging workstations for WorldBank employees. Provided one-on-one technical training to new bank staff.
Kadden, Arps, Slate, Meagher & Flom LLP, Washington • D.C. 2001 – 2003
Senior Network Support Specialist
Provided network and workstation support for more than 500 users in high volume fast-paced financial law firm. Primary point of contact between 1pm – 9pm for all technical issues related to workstations, network, laptop issues and installation of Operating Systems WinNT, Win2K, and WinXP. Resolved TCP/IP connectivity issues related to DHCP service delivery, installed PC hard drives, memory, NIC Cards, modem cards, and CD ROM drives. Software installations included MSOffice, Corel Suites, GroupWise E-mail Software, Citrix Remote software and PCAnywhere Remote software, Printer/scanner drivers, and various in-house specialized software. Provided remote troubleshooting for remote access users. Corresponded with vendors daily to troubleshoot hardware/software issues and ordered equipment for enhanced system performance. Maintained system logs and operational histories for computer systems and associated peripheral equipment. Provided employee training on software products. Provided technical documentation for internal Help Desk Customer Service guide.

EDUCATION AND CREDENTIALS

Information Systems Course Work – Completed 60 hours
University of Maryland, College Park • MD

Training / Certifications:
MAC OS X Snow Leopard Training │ Implementing and Administering Windows 7 in the Enterprise │SQL 2005
Technical Writing │ Interwoven Certified Engineer │ DocAuto WorkSpace Manager Certified Engineer

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