Project Manager

• Apr 2022 - Present

Senior Desktop Support Technician Team Lead

• Mar 2020 - Apr 2022

Desktop Support Technician

• Mar 2019 - Mar 2020

• Desktop support for approximately 300 onsite staff.• Installed, configured, deployed, repaired, replaced, troubleshoot and maintained various authorized software and hardware devices including: laptops, desktop computers, multifunction printers, mobile devices, network connectivity, VPN access and active directory related issues.I have extensive experience with admin side of SEE account registrations Symantec End-point • Microsoft Outlook - setting up email security, enabling\disabling add-ins, setting up rules, basic configuration, manually configuring outlook to pull exchange\account, setting up shared mailboxes, publishing soft certs to mailboxes, mapping to .PST files• Extensive experience in Active Directory Users and Computers (ADUC) - Password resets, domain checks, container checks, disable\re-enable accounts, manually publishing certificates, verify which exchange account is tied to user account, and application user accounts and passwords, file, folder and domain permissions.• Developed and collaborated powershell scripts and tools• Citrix Access Gateway (CAG)\Citrix Receiver and how to support common smart card\AD account authentication issues• Cisco Anyconnect Secure Mobility client: Familiar how to support common smart card\ad account authentication issues• Manually publish PKI certificates to the Global Address List (GAL) and manually publishing through CMD using “certutil” - how to export certs with private key from ActivClient\certmgr.msc that may be used for Good (email application used on Government Issued iPhones from the VA), identify matching soft certs by serial numbers and by client authentication\digital signature non-repudiation\key encryption - helping users pick correct cert to digitally sign PDF documents.• Windows 7 and MAC OSX 10.10+ troubleshooting.• Network Drives\Printers - help end users map to network drives and printers with fully qualified domain name or IP address.

Client Services Tech

• Jul 2018 - Feb 2019

-Backup monitoringAssimilate a variety of logs (backup, Oracle, SpringBoot, Jetty, Eventviewer) to resolve backup interruptionsRun manual backups if they fail overnightTriage tickets and restore library functionality-Libary.Solution application supportDesktop and Web Application troubleshootingModules include: Circulation, Circulation Preferences, The Library Catalog, Catalog Administration, Cataloging, Inventory, Cognos ReportingEducated customers on software features-SSL ImplementationGenerate and complete Certificate Signing RequestsConfigure application settings for SSLApply redirects from HTTP to HTTPSAssist customers with adding DNS entries in Certificate Authority sites

VACO Service Desk Technician

• Mar 2016 - Mar 2018

Software installation remotely for VACO user's all across the United States.Supporting various VA offices and hospitals across the United States with applications and systems such as Cisco AnyConnect VPN, Citrix, Finesse, CA Service Desk Manager, Active Directory, Symantec Endpoint Encryption, McAfee, SharePoint, Outlook, Lync, PIV Portal, PKI. PIV card and SSOi troubleshooting. Software installation remotely for VACO user's all across the United States.Supporting various VA offices and hospitals across the United States with applications and systems such as Cisco AnyConnect VPN, Citrix, Finesse, CA Service Desk Manager, Active Directory, Symantec Endpoint Encryption, McAfee, SharePoint, Outlook, Lync, PIV Portal, PKI. PIV card and SSOi troubleshooting.

VACO Service Desk Technician

• May 2015 - Mar 2016

Supporting various VA offices and hospitals across the United States with applications and systems such as Cisco AnyConnect VPN, Citrix, Finesse, CA Service Desk Manager, Active Directory, Symantec Endpoint Encryption, McAfee, SharePoint, Outlook, Lync, PIV Portal, PKI. PIV card and SSOi troubleshooting. Supporting various VA offices and hospitals across the United States with applications and systems such as Cisco AnyConnect VPN, Citrix, Finesse, CA Service Desk Manager, Active Directory, Symantec Endpoint Encryption, McAfee, SharePoint, Outlook, Lync, PIV Portal, PKI. PIV card and SSOi troubleshooting.

Global Tech Level 2

• Mar 2012 - May 2015

I assisted Merchants and Developers to troubleshoot Payment software and to successfully integrate 3rd-Party software. Assisted with transnational research I assisted Merchants and Developers to troubleshoot Payment software and to successfully integrate 3rd-Party software. Assisted with transnational research