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Click here or scroll down to respond to this candidateCandidate's Name
Street Address Admiral Blvd.Dundalk, Maryland Street Address
PHONE NUMBER AVAILABLE CellEMAIL AVAILABLEhttp://LINKEDIN LINK AVAILABLEhttps://www.facebook.com/Candidate's Name
Dear Hiring Manager,I believe I will make an excellent team member in your organization. I thrive in a professional, fast-paced, structured and team-oriented environment. As your employee, here is what I can bring to the table: A Masters Degree in IT 8 +years working as a Tier 1 & Tier 2 Helpdesk Tech. 8+ years working as an IT Network Technician. 5+ years of computerized television system management A firm record of finding positive resolutions to questions that may seem unanswerable. Unwavering commitment and dedication to achieving the highest quality outcomes. I have a reputation for going the extra mile to get the job done and I work well with people at all levels.I would like to learn more about your challenges, what you look for in new members of your team and how I can be best utilized to further your success. I look forward to the opportunity to present my qualifications to you in person.Sincerely,Candidate's Name
Candidate's Name
69 Admiral Blvd.Dundalk, MD 21222PHONE NUMBER AVAILABLE CellEMAIL AVAILABLELINKEDIN LINK AVAILABLEhttps://www.facebook.com/Candidate's Name
O B J E C T I V ELooking to join an organization where I can prove my value in a Help Desk or Desktop support role.E D U C A T I O NM.S., Information Technology, Towson University, 2005 B.S., Film/Photography, University of Miami, 1996A.A., Mass Communications, Essex Community College, 1994 S K I L L SOperating Systems:Windows XP, Vista, Windows 7, 8, 10 & 11 Windows Server 2003, 2008, 2012, Apple OS X (All Versions), OS X Server, Citrix Metaframe Presentation Server 4.Networking: Active Directory, DHCP, WINS, DNS, Open Directory. Security:SonicWall Pro 3060 Firewall, SonicWall ViewPoint, McAfee VirusScan Enterprise, Juniper Steel-Belted Radius. Network Application Software:Exchange 2010, Outlook Web Access, Microsoft 365, Veritas Backup Exec, Shadow Protect, Numara Track-It, Altiris Deployment Solution, Bomgar, Apple Remote Desktop, ScriptLogic Enterprise, ScriptLogic Desktop Authority, Dell KaceHardware:HP Proliant ML350, HP Proliant DL320, HP StorageWorks Ultrium 460/448, HP StorageWorks DAT 24, Iomega NAS P445m, 3Com SuperStack 3 Switch PHONE NUMBER AVAILABLE, HP ProCurve Switch 2824/2848, Allied Telesyn AT-MC 1004 Media Converter, Cisco PHONE NUMBER AVAILABLE Wireless Access Point, Avaya IP Phones and Cell Phones -iPhones, Android, Windows and Blackberry.Desktop Application Software: All MS Office Applications, Adobe Creative Suite Ticketing Systems: Footprints & Remedy and the USDA was about to transition to Service Now. C E R T I F I C A T I O NHelpDesk Institute Support Center Analyst April 10th 2022 E X P E R I E N C ENetImpact Strategies 2021 - 2023Tier 2 HelpdeskResponsibilities:Again, this was a contracting job continuing with supporting the US Department of Agriculture. Much of the job was a continuation of the previous job accept this was Tier 2 instead of Tier 1. The job duties you see in Tier 1 are mostly the same in Tier 2, except Tier 2 sees them to completion where Tier 1 has a set period of time limit to work the issues before escalating. Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues. We worked Incidents or INCs for short, as well as Work Orders and Change Requests otherwise known as CRQs within the USDA workplace. INCs could include installing and troubleshooting various printers, Lincpass Access Card issues, password resets, Microsoft Office issues. Work Orders typically involved installing or in some cases uninstalling various software applications that required licenses. Change Requests or CRQs mostly involved adding and or removing users from various email groups. Also giving user Provide on-site and remote technical support for in scope workstations, scientific equipment, and mobile devices. Maintain related documentation for incidents, work orders, change requests, and project tasks. Develop and maintain support documentation in centralized knowledge base. Adhere to client SOPs. Simulate and recreate customer issues to resolve operational difficulties. Develop and maintain program artifacts throughout the lifecycle of the initiative. Monitor self and team KPIs; ensure performance metrics are met or exceeded. Participate in continuous improvement initiatives. Ensure constant and proactive communication with customers, team members, and subcontractors to actively mitigate any issues or concerns. Actively liaise with technical federal and vendor escalations. Participate in on-call support. Recommends system modifications, if required, to reduce user problems. Promote and encourage a one team attitude at all levels internally and externally. Assist users in backing up data to the cloud or to encrypted external thumb drives Jacobs Engineering 2016 2021Tier 1 HelpdeskResponsibilities:This was a contractor job contracting for the US Department of Agriculture. We supported the Food Inspectors, Consumer Safety Inspectors and Enforcement Agents with various aspects of their job. They used a Smartcard Badge they called a Lincpass which gave them access to certain government buildings and also allowed them to login to their laptop securely with a Pin number. At times they would have trouble logging in as their certificates on the smartcard would expire or they would forget their card, so we have to put in a temporary bypass to allow them to login for the day or 30 days if it was going to be an extended issue. We also assisted them with installing various model HP Printers both portable and stand alone. Some examples of the mobile printers would be the HP 100, HP 150 and the HP 250 Mobile Printers. Some examples of the standalone printers would be the HP 8600, HP 8620, the HP 8740 and the HP 9020 Printer. Also assisted them in installing portable scanners like the Fujitsu ScanSnap S1500. We assisted them with troubleshooting various wireless devices and connection issues like a MiFi Jetpacks, iPhones, and Android Phones. We also assisted them with logging into various USDA applications that they used like the Public Health Information System or PHIS as they call it. Some other systems we assisted with was their work hour and pay system called WebTA and their lab sample system they called LIMS. We worked on their various laptop operating systems like Windows 7, Windows 10 and Windows 11. Also worked with various laptop models like HP, Dell, and Gateway Laptops. They used a ticketing system at the time called Footprints which allowed us to look up the various users and get their contact information and put in notes based on what troubleshooting steps we undertook and if we ran into issues that we could not solve we would escalate it to a Tier 2 that would further research the issue to completion. At Tier 2 they used Remedy and were in the process of transitioning to Service Now.Amazon 2013 2016Warehouse AssociateTypical Warehouse job dealing with packages where you pick up boxes and move them to pallets to be shipped out to customers. I was only doing this for some income until I found full-time employment in IT. Park School of Baltimore 2006 2014Network TechnicianSupport for a multiple-domain network for approximately 250 employees, 800 students, and over 650 end-user stations. Manage multiple server operating systems such as Windows Server 2008/2012 and OS X Server. Implement and maintain mobile communication systems such as Outlook Web Access. Provide virus protection using McAfee VirusScan Enterprise. Manage data backup and restore solutions using Shadow Protect. Provide remote support using Altiris Deployment Solution, Bomgar and Apple Remote Desktop. Install, maintain, and secure Point of Sales workstations. Provide desktop support for a wide variety of operating systems, including Windows XP, Vista, Windows 7, 8, 10 and all versions of Macintosh OS X. Application support for Microsoft Office (Microsoft Word, Excel, PowerPoint), Adobe Creative Suite ect. Create and deploy workstation images using Altiris Deployment Solution, Dell Kace and Apple OS X Server HealthCare Cable Systems 2001 - 2006System TechnicianIndependently manage day-to-day operations of computerized cable television system at Sinai Hospital. Ensure that 500 networked TVs are communicating with patients and hospital billing system. Maintain signal amplifiers and adjust as necessary, troubleshoot and repair for savings of thousands of dollars for outside technician fees. Oversee digital on-demand Patient Information Network for physician-ordered patient information regarding medications, medical procedures, etc. Respond as needed to patient requests for instructions and procedures for ordering pay channels. Make visual inspections for picture quality. Troubleshoot hardware, peripherals, adjust TVs. Communicate with staff regarding updates and orientation. Manage diagnostic reportsMajor League Photos 2000 2015PhotographerDigital photography workflow specialist. - responsible for all aspects of digital photography from image capture, enhancement, to display and output. This was a freelance weekend job that I did at the time to make extra income.Candidate's Name
April 10, 2022Certificate ID: C22276 |
