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Click here or scroll down to respond to this candidateTedla YidnekachewSilver Spring, MD Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLETECHNICAL SKILLS:Tier II & III Technical Support, HEAT/Avanti Ticketing System, Service Now, Remedy, Citrix Access Management Console, FICAM (Federal Identity Credential Access Management), WebEx, Windows Remote Assistance, Active Directory, Windows 10, Office 365, Windows Server 2003/2008/2012.Networking: VDI (Desktop Director), RSA Hard/Soft Token Administrator, Cisco Call Manager VOIP Phone/Voicemail Administration, Cisco Jabber for Telepresence Administration, Air Watch(Smartphone Administration)PROFESSIONAL EXPERIENCE:Department of Justice, Office of Justice Programs Washington, D.C. System AdministratorMarch 2017 PresentProvide level 3 support for network alerts and responsible for escalation, generation of monthly usage and ticket reports for client needs.Engage with end users to resolve incidents and problems related to Microsoft Office 365 and Microsoft Outlook.Assist in all aspects of the cloud migration initiative, including its impact on networks and security.Creation and maintenance of knowledge base articles about processes and troubleshooting steps.Perform on-going monitoring and management of Network infrastructure that includes many network devices.Assist in monitoring that all tickets are following the necessary escalation path and are resolved quickly.Maintain outage notification logs and follow documented escalation procedures where appropriate.Create remote access infrastructure for site-to-site VPN's Network and Security device configuration standards Extensive router and switch ACL's LAN/WAN.Assist with maintaining network Data Centre and LAN / WAN infrastructure and systems for large office and call centre environment.Administer, maintain, and troubleshoot Active Directory environment including replication, security and Group policy creation.Performed installation and maintenance tasks for network infrastructure.Provide incident resolution and close incidents and service requests including those escalated to third parties and IT Security Division.Knowledge of VMWare vSphere and Servers 3.5.0, Installing and upgrading active directory via PowerShell.Create and maintain the service requests through ticketing systems.Deploy new HW/SW requirement per service request.Diagnose and resolve technical hardware and software issues.Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems.Advanced level of knowledge working with various Windows, iOS, Android operating systems software.Self-motivated to work supervised and unsupervised as needed.Experience supporting end-user with remote connectivity software.Provide Tier 1/2 support troubleshooting network systems when necessary. Provide recommendations for improvements to those systems/devices.Keep systems and applications up to date with patchesMonitor and maintain network infrastructure (e.g. servers, routers, switches, firewalls, VOIP phones, printers, and cabling), ensuring peak utilization of network resources and that quality of service and uptime goals are metUS Marshal Service Crystal City, VADesktop Support /System AdministratorMay 2012 February 2017Commended for technical, analytical and problem-solving skills effective task and customer service orientation.Provided systems administration support for systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security admin.Performed on-going monitoring and management of Network infrastructure that includes many network devices.Provided 2nd level escalation support to the Tier 1 Help Desk.Performed advanced problem identification and resolution, performance monitoring and capacity planning functions for all Cloud infrastructureProvided remote and on-site troubleshooting for hardware and software support.Resolved call centre technical support tickets and provided desk-side support to the rest of the client's customers.Created remote access infrastructure for site-to-site VPN's Network and Security device configuration standards Extensive router and switch ACL's LAN/WAN.Installed, monitored, troubleshot, replaced, and supported, virtual desktop infrastructure (VDI), end user equipment (terminals, printers/printer consumables, multi-function devices/multi-function device consumables, mobile devices, VTCs, scanners, VOIP phones, thin clients, etc.), local and wide area networks, data storage systems, Active Directory, and other third-party software.Documented incidents and work orders with detailed break-fix steps and resolution in ticket tracking system.Monitored and updated all incidents and requests, including calls assigned to external suppliers/vendors.Performed installation and maintenance tasks for network infrastructure.Reassigned or escalated incidents and requests to appropriate support level, third parties or other teams where appropriate level of discussion of issues with colleagues will be conducted.Tracked all work, inventory, and projects using a ticketing system.Provided assistance and participate on new project(s) testing and deployment/delivery.Travelled to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.Worked with vendors pertaining to software and hardware troubleshooting, repair, replacement and personnel escort.Documented, updated and closed tickets according to defined service level agreement requirements.Monitored server event logs, performance logs, growth of data on the network, and checking the status of nightly monitoring.Supported users in the user of computer equipment by providing necessary training and advice.Always provided a high level of customer service. Department of Justice, OCIO Division Washington, DC Senior Hardware and Software TechnicianNovember 2007 May 2012Setup, maintained, analysed, diagnosed, and repaired computer desktops.Installed, upgraded, and configured a wide variety of software to include applications and operating systems.Installed and updated Blackberry handheld e-mail device with new operating system connections, networks, and software installations.Diagnosed network connectivity problems.Provided customer service including listening to the customer, defining and solving the problem and educating the user on how to avoid problems in the future.Created, documented, resolved, and/or transferred system generated trouble tickets for all computer related activities and corrective actions.Provided updates to end users in relation to trouble tickets to maintain high level of satisfaction.Processed requests for connected local and network printers for communications and computer systems requirements.Used professional tone and respect to all customers. BTL Technologies Inc.Desktop SupportDecember 2005 November 2007Provided tier I and tier II support for all users.New hire computer setup and cable management.Provided remote and on-site troubleshooting for hardware and software support.Imaged desktops and laptops.Reformatted computers, replaced hard drives, and performed multiple computer imaging.Monitored and fixed WEPA printing machines in computer labs.Configured iPads, iOS, Android, Blackberries for use in enterprise, managed Blackberry Environment.Monitored systems health, environmental alerts, and bandwidth utilization and intrusion security logs.Moved and set-up technical equipment (i.e. computers, monitors, etc.)Stayed updated with Air Force Base technology changes and problems.Set up and troubleshot video conferences.Familiarized with new software and hardware applications used in the open computer system.Assembled and installed new computers and software.First level support to LaserJet printer issues (clear jams, replace fusers, replace PM parts, restock paper, etc.)EDUCATION:M.S. in Cyber Security - University of Virginia - (Anticipated Dec 2020)B.S. in Computer Networking Engineering - Strayer University (May 2006)A.S. in Information Technology - Northern Virginia Community College (May 2002)Security + Certification |
