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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Oglethorpe StNew Carrollton MD Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLESUMMARYSenior Information Technology Analyst with 10 years experience in troubleshooting and resolving a variety of network, server, hardware and software issues.Experience with LAN/WAN communication networks, using VPN, Zscaler, Remote Access Service, GoTo Assist, Bomgar and Dameware, with knowledge of client/server technologies, Lotus Notes, SharePoint, Adobe Acrabat and Web applications. Video/Teleconference setupKnowledge in TCP/IP network connectivity, WI-FI, Active Directory, SCCM, MECM, Hardware /Software upgrades such as Windows11/10, Office 2007/2016, Outlook 365, One Drive, Teams, Chrome, Edge and Anti-Virus software.MDT, Ghost and Mirage client imaging of hard drives, Bit Locker, PGP, Safe Guard Encryption, data transferring, configuration and troubleshooting IPhone software..Knowledge of ticket tracking software such as Remedy, HEAT, Service Now and SharePoint.PC Hardware/Software troubleshootingExperience with desktops, laptops, copiers and printer configuration and installationInventory management skills, which consist of maintaining records on company assets, purchases and repairs.Excellent troubleshooting skills with excellent interpersonal skills.EDUCATION03/1995 06/1998Associate of Applied Science Degree in Computer Systems, Networks and Hardware Technology (AAS)PROFESSIONAL EXPERIENCECiena / Xfinity Global06/2023 - PresentSenior Computer AnalystHanover, MDResponsible for operating system imaging of laptops and desktops, scheduling, post imaging support & troubleshooting, remote operating system deployments, surplus equipment pickups, PC refresh, new hire system deployments. Using knowledge and experience with Windows (XP/Windows7/Windows 10/Mac) to provide desktop hardware & software break/fix support. Troubleshoot and resolve desktop hardware, application, printing and networking issues. Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments. Using excellent people and customer service skills, manage user expectations and address escalations according to defined processes. Maintain hardware asset databases.Ahold Delhaize / Mphasis Corporation11/2017 03/31/2023Senior Lan/Desktop Engineer Team LeadLandover MDResponsible for providing end user support at customer site, face to face and remotely. Support services that include hardware/software troubleshooting, break-fix repair, OS remediation, application support and installations. Office 365 rollout. Life cycle refresh on end user hardware and OS migrations, Executive support and hands and & eyes support for remote Servers and Network teams. Deploy automated software packages using SCCM, troubleshooting of print service, queues and network connectivity issues and strong understanding of Active Directory, GPO analysis and Local Group policy. Maintain and manage IT inventory of consumables, workstation/laptops, spare inventory, and other materials for organization.World Bank Group / Tata Consultancy Services10/2016 06/2017Sr. Desktop EngineerWashington DCResponsible for upgrading and deploying new hardware and operating systems with Windows 10 for the World Bank Group. Utilized User State Migration Tool (USMT), imaged deployments using Microsoft Deployment Technology (MDT) and Windows Deployment Services (WDS). Utilized Active Directory (AD) for users and computers, managing domain & domain controller security policies. Performed application packaging from SCCM Support. Backed up users data and restored their profile. Performed quality assurance and necessary troubleshooting encountered during the operation.Siemens Government Solutions / MBC Group04/2016 to 09/2016Sr. Desktop Support AnalystArlington VAResponsible for supporting all the company Executives/VIP with software and hardware issuesResolve complex service requests relating to company assets, mobile devices, peripherals and related applications. Video/Teleconference setup and used Active Directory to unlock accounts and password resets. Installed and implemented software over the network to desktops and laptops using SCCM. Troubleshoot network connectivity, printer and desktop software problems. Detected and removed viruses from desktop and network drives.Motor Vehicle Administration / Leading Edge Systems12/2015 to 03/2016Windows 7 Deployment TechnicianGlen Bernie MDProvided technical assistance in migration of client computer systems from Windows XP to the Windows 7 platform. Saved data, imaged and restored settings to new or existing computer systems. Added systems to domain, located files, and troubleshooted associated issues. Mapped network printers, installed applications and managed a nightly deployment list. Installed new workstations that included monitors, scanners, cameras, and printers and ran cabling. Troubleshooted issues regarding upgrade and provided day to day end user support. Tracking inventory and other consumables for organizationNational Cooperative Bank / Robert Half Technology12/2013 to7/2015Service Desk TechnicianArlington VADocumented all pertinent end user identification informationBuilt rapport and elicit problem details from help desk customers.Prioritized and scheduled problems. Escalated problems (when required) to the appropriately experienced technicians.Applied diagnostic utilities to aid in troubleshooting.Performed PC refreshes and life cycle replacements of computer equipmentAccessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Tested fixes to ensure problem has been adequately resolvedAccenture Federal / Mastech04/2013 to 08/2013Windows 7 Deployment TechnicianArlington VAParticipated on the Deployment team at Accenture Federal Services.Responsible for reimaging and configuring new PCs and laptops which included transferring clients data when necessary, and troubleshooting connectivity and data issues. Responsible for rejoining workstations to domains and providing end user support. Troubleshooted and resolved technical and complex application issues.AARP / Unisys Corporation10/2012 to 04/2013Technical Team LeadWindows 7 DeploymentWashington DCOversee appropriate setup and signoff of the client deployment siteWork with local Scheduling Coordinator to schedule deploymentsOrganize documentation for each days deploymentsInterface with users if there are issues or if the assigned technician cannot answer client queries or concerns. Record keeping, tracked assets, configuration of deployment in MDT, SCCM and Active Directory. Trained technician on deployment processes. Responsible for imaging and reimaging laptops and desktops computers with Windows 7.Transferred data, encrypted hard drives, installed software and mapped printers. Troubleshooted issues regarding upgrade and provided day to day user support in the corporate environment.Lockheed Martin/Volt Technical Resources/Dept. of Defense10/2009 to 06/2012Sr. Computer AnalystTier 2/ Tier 3 SupportArlington VAResponsible for H/W and S/W end user support for a community of 1300 users in troubleshooting and resolving technical and complex hardware and software issues, network connectivity and printer problems.Responsible for imaging and reimaging PCs and laptops, which include data transferring, rejoining workstations to domains and troubleshooting connectivity and data issues.Repair defective equipment that includes motherboards, LCD screens, printer peripherals and hard drives. |
