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Title: |
Technical Support Engineer
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Location: |
US-District of Columbia
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Work History: |
03/11 – 07/11
Cybersearch/EMC
Washington DC / Maryland
Technical Support Engineer
* Provide technical support to MedStar Health facilities within the Maryland and DC region.
* Assist with the migration from Lotus Notes to Exchange/Outlook 2007 and MS Office 2007 on Windows XP/SP3 Dell PC's, laptops and blackberry devices.
* Troubleshoot, diagnose and configure MS Office 2007 and MS Outlook 2007 software applications, (EAS) Enterprise Archiving System and infrastructure.
* Perform software installations upon failure to the software migration and ensure all, messaging/archive information has been updated.
* Identify, resolve technical problems related to software; recording all issues with resolution in Remedy tracking system database.
* Provide LAN Line, Remote desktop, LogMeIn and desk side support to troubleshoot, install and configure software applications on Dell PCs and laptops.
* Perform the backup, wipe and reactivation of blackberry phones.
* Actively participate in weekly departmental meetings and providing feedback.
04/08 – 12/10
Harris Corporation
Fort Meade, MD
Information System Technician III
* Manage the operation and support to the U.S. Army Dental Command (DEVAA) Digital Enterprise Viewing and Acquisition Application database and (CDA) Corporate Dental Application web portal on Windows 2003/2000 servers and XP systems at several army facilities in MD/PA.
* Install, configure and troubleshoot XP with SP2/3 on PCs and laptops with wireless connection, MS Office 2003/2007, Internet Explorer 7/8, network printers and scanners.
* Creating and modifying user’s accounts, organizational units in Active Directory/MS Exchange.
* Perform system upgrades/updates, system maintenance, and manage software licenses.
* Perform hardware and software upgrades/updates and system security.
* Install logical printers on a print server and preparing print server to host clients.
* Create databases in MS Access to track and manage hardware inventory and update client’s information.
* Identify, research, and resolve technical problems related hardware and software; recording all issues with resolution in Siebel Service tracking system database.
* Evaluate user needs and system functionality and ensure that the facilities needs are met.
* Provide training of software applications to clients.
* Create installation manuals, troubleshooting guides for the supported hardware and software applications
* Actively participate in departmental meetings; providing feedback and improvement recommendations.
04/06 – 04/08
Hewlett-Packard
Washington DC
Technical Support Engineer
* Provide technical and application support to more than 3000 users at the USPS Headquarters.
* Assist in troubleshooting, diagnosing and repairing user problems relating to HP and Dell PC’s and laptops, Windows XP operating system; MS Office 2003, network printers, scanners and network and Internet connectivity.
* Install and configure Cisco VPN ensuring connectivity on laptops.
* Perform software installations, updates and hot fixes using Windows Update and Automatic Updates.
* Provide resolutions to all customer related problems and documenting information and outcome in the Remedy Information Technology Service Management tracking database. Survey all equipment to determine upgrade.
07/98 – 12/05
Computer Sciences Corporation
Springfield, VA
Senior Technical Analyst
* Act as the Operational Program Manager for the Lotus Notes (Cablexpress) client/server message handling system for the Department of State Information Resource Management (IRM), Test and Deploy Branch/Operational Program Management.
* Specialize in deploying and configuring messaging system software on Windows 2000/2003 servers at the US Embassies, Consulates and domestic sites to establish communication for incoming and outgoing cable distribution and train Field Engineers how to utilize and troubleshoot the software system.
* Set up and maintained a test bed to simulate and produce customers network or software issues.
* Install and test developed client/server-based messaging handling system software applications to analyze with other products such as Citrix, (OWA) Outlook Web Access and ISP’s on Windows NT/2000/2003/XP systems using an RSA token; creating test matrix to meet client’s requirements and documenting results.
* Assist US Embassies, Consulates and local administrators with upgrades, patches and operation configurations.
* Provide Tier 3 technical support worldwide; documenting all issues with resolutions using Remedy tracking system regarding reported hardware and software troubles, questions and resolutions.
* Contributed to technical documentation and produced troubleshooting guides and FAQ for the supported software applications.
* Research and evaluate hardware compatibility, feasibility, and cost to use as program platforms.
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Skills: |
Experience has been accumulated in the Information Systems field and the support for the following: Windows XP, NT, 2000, 2003 client/server with SP2/3, MS Exchange 2003, Active Directory, MS Office 2000/2003/2007/2010, Remote Desktop Connection, LogMeIn, Audio/Voice, Digital Enterprise Viewing and Acquisition Application database, Lotus Notes, (OWA) Outlook Web Access, Citrix, RSA Token, MS Visio 2007, Nero, Mozilla Firefox, Internet Explorer 6/7/8, Netscape, Remedy, Siebel Service, Norton Ghost, Norton Symantec Antivirus, Bit Defender, McAfee, Compaq/HP Proliant DL360/380 G4 and Dell PowerEdge servers 2650/2800, Blackberry phones, SmartFTP, SCSI Hardware, Raid Configuration, 10/100/1000BaseT networks, OS installation, Troubleshooting of LAN and Personal Computers/Server Hardware.
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Education: |
Capitol College - Management Information Systems
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Endorsements
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Patricia has received 2 endorsements.
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Patricia has endorsed 0 Members.
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Rank |
Title |
Location |
Status |
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1.001 |
Biomedical Instrumentation Field Technician |
US-Florida-West Palm Beach |
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Details
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1.001 |
Senior Network Analyst |
US-Virginia-Northern |
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Details
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Public Messages
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No public messages. |
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