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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Westcott CircleFrederick Maryland, Street Address
PHONE NUMBER AVAILABLEEMAIL AVAILABLETECHNICAL SUMMARYOver ten years of experience in resolving PC hardware and software problems for business users. Concisely alert to issues faced by clients and take the initiative to remove, resolve, or mitigate problems before widespread impact to the organization.Effective communicator with interpersonal skills developed through years of customer related interaction. Capable of effectively communicating and resolving user issues either face-to-face or remotely.Expert with installing, configuring, and troubleshooting Windows 10 and Win7 in various environments to ensure user resolution.Lead technical representative in numerous network expansion projects including PCs and Notebooks in preparation for organizational expansion and software upgrades.Expert in analyzing, troubleshooting, mitigating, and resolving network issues via physical interaction with users or via remote communication in remotely in large, diverse, and complex network environments.Proficient in resolving hardware and software issues with Microsoft and Apple computing and products.Man Power - The College Board Helpdesk Analyst 07/06/2021 - CurrentProvide remote support for approximately 1700 users via BomgarLog all incidents, update and close and via Service Now ticketing systemProvision and rebuild MacOS for JamfReset and update users accounts via ADMBackup and restore data via DruvaRun scripts via PowerShellRebuild Windows devices via Auto PilotProficient with Multi Factor AuthenticationMigrate AirWatch to IntuneProficient with Microsoft TeamsSAIC Office of Inspector General Helpdesk Specialist05/2020 1/2021 Reston, VAProvides remote support to VIPs for network and desktop hardware and software problems.Provides Deskside and phone supportAddress and resolve basic incidents and requests.Logs all incidents and requests via Service NowEngages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.Communicate with network and software engineers to restore outagesImage and configure Dell and HP laptops for VIPs specificationsVision Technologies Tier 11 Helpdesk Lead/ Desktop Engineer07/2019 12/2019 Hunt Valley, MDResponsible for installing, configuring, and troubleshooting Microsoft Exchange and Office 365 via remoteResponsible for working closely with the (SAM) to ensure resolution of incidents created and managed within the SLA in accordance with the client service levels.Responsible for overseeing issues resolved with best the ITIL practices.Responsible for desktop, network, and application support for local and remote users.Build and deploy 10zig VDIs with dual monitor setups for end users.Responsible for desktop, laptop imaging and configuration of Bit lockerDeploy software via LANDesk and use helpdesk tools like Service Now and Slack to track and monitor request for support.Use remote tools such as TeamViewer, Remote Desktop, and LANDesk for remote access support.Manage user accounts via Active DirectoryInstall and configure Office 365Add desktops and laptops to CyberArk in preparation of adding systems to the domainNIH /ICF International Network Operations Specialist09/16 4/2019 Fair Fax, VAResponsible for day to day operations of the data center including facilities and infrastructure.Performed diagnostics analysis of cooling units (CRAC/CRAH ) including troubleshooting via phone with the factory representatives to assure the units were operating correctly.Interfaced with in row cooling units either remotely or locally with display interface to make sure the units were functioning properly.Use monitoring tools such as Nagios, Big Brother, OpenNMS, Keynote, ISX Central to monitor network and IT infrastructureUse Optical Time- Domain Reflectometer (OTDR) to locate faults and analyzed test results for daily work reports.Reset, Unlock, and added computers to the domain via Active DirectoryAdministered and configured office 365 to end users specificationsInstalled and configured Cisco Any Connect, Pulse and Citrix for VPN connection.Configured and monitored AWS cloud servicesDiagnose and resolve client issues using ITIL best practicesClinical Research ManagementDesktop Support Engineer05/2012 to 06/2016 Hinckley,OhioProvide technical support for laptops desktops, and macs to an institution with over 1,300 users in a medical and laboratory setting.Responded directly to and assisted the CIO with resolving computer, software, or user related issues impacting the institution.Selected by the CIO for special assignments supporting the institution and recognized by executive leadership with awards and bonuses for my positive contribution to my customers and peers.Trained users as well as technical staff with resolving computer related issues.Responsible for imaging Windows 7 pc's and desktops for institution sustainment and network expansion.Assisted users with resolving computer or software related issues in both CONUS & OCONUS environments.Deploy, setup, configure Outlook 2007 and transfer users data to new pc for archival purposes.Utilized special software to remote into users PCs and laptops to improve trouble resolution time for customers.Install and configure Cisco VPN, to assist users with remote network access.Create and update tickets in Remedy ticketing system to resolve user related issues.Utilized Active Directory to resolve or prevent user downtime.Install printers via IP address to ensure secure performance.Update drivers for pc and laptops to ensure usability and functionality.Experience installing and configuring Windows based applications using a software distribution tool SCCMExperience with Microsoft Desktop OS (Windows 7-10), Microsoft Office 2016 and O365, and PC Hardware troubleshootingFirst Energy. Desktop Support Lead (Contact)01/2012 to02/2012 Frederick, MDResponsible for imaging of HP Elite Notebooks and Hp Compact pcsConfigure Windows 7 and supporting software packagesSetup and configure blackberries on Black Berry serverResponsible for wiping hard drivesProvide remote assistance to end users via PCAnywhereSetup Cisco VPN ClientReset passwords through Active DirectoryData Networks Montgomery County Public Schools (Contract)July 2011-August 2011 Cockeysville, MDProject Lead for Montgomery Schools RolloutResponsible for imaging 80 to 180 PC's a day using Altiris imaging softwareEnsured that all Windows 7 PC's were added to domain and integratedConfigured Office 2010Supervised 11 Implementation Team Members (ITM's) including performance reviews, training and vacation approval, and corrective action when needed.Provide communications between Customer and Project ManagerProvide leadership and support to team membersEnsuring inventory is collected and delivered to Project Manager the same day the site was completedVerified all ITM Entries/Timesheets for accuracy dailyCompleted and turned in a status report daily for progress made each schoolCXI IB/International BaccalaureateFebruary 2011 to May 2011Desktop Support Lead (Contract)Provide direct technical support for all IT related issues both hardware and softwareCreate and modify user accounts in Active DirectoryConfigure Polycom Video and Conference equipment for meetingsSetup and configure Avaya desk and conference phonesConfigured Office 2007 email accounts with multiple mailboxesImaged and created images R700's Toshiba laptops and DellsConfigured Windows profiles, backup and transfer data on new pc's and laptopsSetup and configure VPNTek Systems Hanover, MD WR Grace (Contract)November 2010 to December 2010Desktop Support EngineerUpgraded end users from Office 2003 to Office 2007Provide support using remote tools Ultra VNC and Dame wareResponsible for imaging, configuring and deployment of all new Dell desktops and laptops with XP and Windows7Digicon/ Herndon, VA NIH/NIBIB. Project in Bethesda MDDesktop Support EngineerMay 2008 to July 2010Responsible for providing advanced technical support for approximately 120 end users in an office settingManaged and assigned help tickets to 7 techniciansManage Remedy ticketing systemImage, deploy new PC and Printer setups with dual monitor configurationsInstall and configure standard and customized software to users specificationsConfigured TCP/IP to use DNS in windows XPMigrated users in the Herndon and Rockville offices from Office 2003 to 2007Configure and troubleshoot Cisco VPN connectionPerform Laptop Encryption using Pointsec softwareProvide stand by on site technical support for the National Advisory Council for NIBIBCreate new accounts, and reset passwords in Active DirectoryMori Associates Rockville MD /NIDDK/ NIH . Project in Bethesda MDDesktop Support EngineerOctober 2007 to May 2008Provide desktop and laptop technical analysis on a daily basis in a laboratory environmentInstall, connect, and configure hardware and software for the institution.Create, update and close tickets via ticketing system RemedyImaged desktops and laptops using Symantec Ghost 11Restore and transfer data for users in support of organizational goals.Configure DHCP to obtain IP Addresses automaticallyEDUCATIONITIL Foundation 2016ITIL EXPERT - PendingComputer Institute, Rockville, MD 2010Network+ and CCNAGlobal Knowledge 2007Microsoft Windows 2003 Desktop SupportMCDST(Certificate)Computer Institute, Rockville, MD 2000Microsoft Certified Professional (Certificate)A+ Hardware Technician and Computer Repair (Certificate)DOS/Windows 95/98 |
