Experience

Phacil (a By Light Company)

• United States
• IT Services and IT Consulting
• 100 - 200 Employee

• Service Desk Analyst

  • Mar 2013 - Present

  •Provide frontline customer and desktop support for Census Bureau employees. •Troubleshoot Windows XP/7 system failures, implement repair solutions, and diagnose printer and other peripheral device failures. •Assist in system migration of 5,000 customers from Windows XP to Windows 7 OS. •Evaluate and modify standard practices of IT techniques as required to meet complex challenges of hardware and software rollouts, imaging, system configurations, anti-virus applications, patch management, group policies, and program scripting. •Responsible for operating Remedy 8.0 ticketing software to track support requests in a timely and accurate manner. •Configure computer equipment for employee use, to include performing or ensuring proper installation of cable, operating systems, and appropriate software. •Utilize SCCM 2007 to install and deploy software packages. •Perform first level troubleshooting support for iPad and iPhone devices. •Maintain customer accounts including rights, permission, and systems groups using Active Directory. Show less



US Air Force

• Client Systems Specialist

  • Aug 2009 - Feb 2013

  •Configured and deployed customer workstations. •Responsible for the development and maintenance of IT configuration related documentation for the network •Maintaining virus protection, OS & service packs, general operations, and providing back-up and disaster recovery •Analyzed, diagnosed and resolved operational problems involving a variety of hardware/software malfunctions, operation systems and interrelationships between host computer systems and remote access terminals. •Configured and deployed customer workstations. •Responsible for the development and maintenance of IT configuration related documentation for the network •Maintaining virus protection, OS & service packs, general operations, and providing back-up and disaster recovery •Analyzed, diagnosed and resolved operational problems involving a variety of hardware/software malfunctions, operation systems and interrelationships between host computer systems and remote access terminals.



US Environmental Protection Agency (EPA)

• Program Assistant

  • Nov 2007 - Nov 2009

  •Coordinated the administrative and clerical work for the Stratospheric Protection Division •Established phone access and voicemail accounts for new employees •Performed timekeeper support for a division consisting of 45 members. •Processed and tracked purchase orders. •Used advanced office automation software to generate reports, presentations, and spreadsheets (ex: excel, access, power point, word, and outlook). •Coordinated the administrative and clerical work for the Stratospheric Protection Division •Established phone access and voicemail accounts for new employees •Performed timekeeper support for a division consisting of 45 members. •Processed and tracked purchase orders. •Used advanced office automation software to generate reports, presentations, and spreadsheets (ex: excel, access, power point, word, and outlook).