BAE Systems-Help Desk Technician Resume Format in Word Free Download

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Danna Velez

309 Beckham CT, Manassas, VA  20001

Cell: (571) 535-9876

E-mail:  danna@gmail.com

Skills and Experience

·        Cisco Certified Network Associate CCNA (2012)

·        CompTIA Security+ Certified (2010)

·        CompTIA Network+ Certified (2010)

·        CompTIA A+ Certified PC Technician (2009)

·        Installing Windows (XP, Vista, 7) operating system and installing the most up-to-date software and security patches

·        Creating baseline images of completed operating system installations with Symantec Ghost

·        Maintaining security updates of baseline images with software such as Microsoft Baseline Scanner, Retina, and Gold Disk

·        Creating Batch, Powershell, and VB Scripts for software deployment

·        Maintaining user accounts in Active Directory, Blackberry Enterprise Server, and Deltek

·        Troubleshooting TCP/IP connectivity problems, mapping network printers/file shares, and  VPN connectivity problems using security tokens and software application issues

·        Providing remote assistance using applications such as Dameware, GoToAssist, Remote Desktop Protocol, and VNC

·        Administering VMWare Lab Manager and providing technical support to end users

·        Providing technical support for endpoint security applications such as McAfee

·        Ticket handling process with systems such as IBM Maximo Ticket System and Clarify

Education: 

·        Northwest Vista College, San Antonio, TX

·        Degree and Certificates

Associates of Applied Science in Information Security and Assurance 2010

Network Security, Wireless, and Cisco PIX Firewall Technician Marketable Skills Award

Linux and Unix Administrator Marketable Skills Award

Cisco Certified Network Associate Marketable Skills Award

Work History:

Northrop Grumman-Systems Integrator                                                                                 08/11-Present

McLean, VA

·        Work with GIS application systems such as ArcGIS to integrate the custom made application with external peripherals which are enhanced to work with the system

·        Create quarterly baseline images using Norton Ghost after administer security patches

·        Work with software testers to ensure that the system is working properly after changes have been made to the baseline and troubleshoot any functionality issues that may arise

·        Provide telephone support for the system to end users in the field by recreating troubled instance in lab environment and troubleshooting

·        Provide adequate technical bulletins on updated components

BAE Systems-Help Desk Technician                                                                                          01/11-08/11

Sterling, VA

·        Provide remote desktop and call-based troubleshooting for users, which involves the following:

·        VPN configuration for users, including installation, diagnosing, and troubleshooting for Juniper Network Connect and Dame ware Remote Control Console

·        Administering Active Directory within a Windows environment (XP, Vista, 7) which includes troubleshooting issues stemming from Exchange servers (BES, Profile Mappings)

·        User Account unlocks, resets, disables, and network access requests

·        Printer Mapping and Folder Access Requests

·        Provide network connectivity issues and configuration of wireless and Ethernet connections

·        BES (Blackberry Enterprise Server) administering, including sync issue troubleshooting, enterprise activations, and password resets

Convergent AHC-Help Desk                                                                                                          10/10-11/10

Gainesville, VA

·        Provided remote desktop and call-based troubleshooting for users

·        Provided local support as well for onsite users

Unisys-Field Support Technician                                                                                                 08/10-10/10

Chantilly, VA

·        Troubleshoot and Fixed Dell laptops and desktops

·        Provided onsite customer service

Northwest Vista College-IT Internship                                                                                        01/10-05/10

San Antonio, TX

·        Worked closely with the network team in trouble shooting network problems

·        Was trained on how to migrate a Microsoft SQL database from one server to another

·        Created tickets using remedy and assigned them priority

·        Applied an operating system image to desktops using Norton Ghost and Microsoft Deployment Tools

2wire-Tier 1 Technical Support                                                                                                     01/09-08/09

San Antonio, TX

·        Provided over the phone technical support and customer service

·        Logged all support calls in Clarify

·        Provided remote desktop support using VNC tools

References provided upon request

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