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Street Address  PHONE NUMBER AVAILABLE EMAIL AVAILABLECareer ObjectiveSeeking a position as a Network Administrator utilizing my in-depth knowledge troubleshooting Cisco routers and Windows Server-based networks.EducationITT Technical Institute Owings Mills, MDGraduation Date: December 2013Bachelor of Science in Information Systems Cyber SecurityITT Technical Institute Owings Mills, MDGraduation Date: September 2013Bachelor of Science in Information Systems SecurityITT Technical Institute Owings Mills, MDGraduation Date: December 2011Associate of Applied Science, Computer Network SystemsComputer ArchitectureNeeds Assessment & Project PlanningOperating SystemsHardware Problem Solving & TestingNetwork Systems ManagementNetwork Technology and Service IntegrationIntroduction to Computer ProgrammingNetwork Concepts and Data CommunicationsTCP/IP ProtocolsApplication Software InstallationWAN Technology and ApplicationWeb Server AdministrationNetwork Development ProjectProfessional ExperienceOctober 2023- March 2024Office of the Comptroller and CurrencyProvided remote support for over 500 users in a Windows 10 environment.Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.Used proprietary software to assist in transfer of Data from old computers to newPerformed necessary (manual) software installation and upgrades, when needed, for employee usage.Documented and resolved end user tickets via ServiceNow ticketing system.February 2023- August 2023CMS-HHS Windsor MillsProvided on-site and remote support for over 500 users in a Windows 10 environment.Performed imaging for DELL and MAC laptops via a proprietary system.Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.Performed hardware break/fix repairs and software troubleshooting related to Office 365 and upgrades.Assigned hardware and equipment to new employees.Performed NEO (New Employee Orientations) for new employeesPerformed necessary (manual) software installation and upgrades, when needed, for employee usage.Documented and resolved end user tickets via ServiceNow ticketing system.Performed account management related to enabling/disabling accounts and termination for end users.October 2020- January 2023VAMHC- Perry PointIT SpecialistProvided on-site and remote support for over 500 users in a Windows 10 environment.Performed imaging for DELL and HP desktops and laptops via a proprietary system.Troubleshot Wi-Fi connectivity issues and VPN for remote end users and audio issues via TEAMS.Performed hardware break/fix repairs and software troubleshooting related to Office 365 and upgrades.Assigned hardware and equipment to new employees.Performed necessary (manual) software installation and upgrades, when needed, for employee usage.Performed inventory management for all devices and created documentation.Documented and resolved end user tickets via ServiceNow ticketing system.Performed account management related to enabling/disabling accounts and termination for end users.September 2018- June 2020 Oracle CorporationTechnical Services- SonicTook overnight calls from Sonic Stores to troubleshoot the following issues:Audio (headsets and communication with stalls)Cash Management SoftwareActed as first point of contact and communicated with Sales team and HP technicians in the field for product replacement and RAID drive rebuilding via remote services (BOMGAR)Reporting and AnalyticsTroubleshooting Network Connectivity so clients could continue processing salesprovided excellent customer service to Sonic store managersTroubleshot receipt printer issues including communication print errors and general configuration reroutes if one printer was non functional and needed replacementUse MOS ticketing system to document cases on a daily basisPhone calls and emailed clients outbound to resolve issues that could not be fixed on initial callCommunicated with team members via SLACKJuly 2016- September 2018 Automatic Data Processing (ADP) Owings Mills MdTechnical ServicesWorked with clients creating reports and remoted in via BOMGAR to troubleshoot connection and security setup issuesworked resolutions for cases that were sent to us by lower tiered techniciansperformed Password Resets via ADP setuplogged calls via Siebel ticketing systemscommunicated with clients for reporting and website configuration issues via email and/or outbound phone callsprovided excellent customer service to clients