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Click here or scroll down to respond to this candidateCandidate's Name
Bowie, MD Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEAreas Of ExpertiseTeam Leadership Quality Assurance Customer Service Good interpersonal skills Real Time Systems Hardware Repair and Maintenance Teleconferencing Troubleshooting & Technical Support Incident & Problem Management Network Troubleshooting Patience Bios Refurbishment Test Equipment PeripheralStrong communication skills PDA Devices Network StorageActive listening Sense of urgency Well-organized Business awareness Network Printers Laptop Management Cable Management Consultation Inspection DocumentingProfessional ExperienceIndigo Technologies/Vision TechnologyTier 2 Senior Technician October 2021 July 2024EPAConsistently displayed professional end-user support, in person via telephone, email, Remote access or Teams ChatResolved service requests for IT devices including laptops, monitors, printers and docking stationsFurnished users with training, assistance, troubleshooting and instruction for remote network access, VPN access and Virtual Desktop Interface (set up on personal device using Citrix)Supplied users with application assistance (Adobe, o365 apps, Outlook and Teams), Intranet and profile access (o365 SharePoint), desk side assistance with hardware and moving equipment. Provided user clear instruction on how to authenticate with replacement and new devicesAssisted entire HQ with transitioning over 300 employees to Windows 11 update remediation project, by working with users individually to ensure workstation met the baseline standard and was able to communicate on EPA networkCoordinated with on-site team in agency wide OneDrive data synchronization for over 300 employees, by scheduling appointment with users to work with them individually in retrieving locally saved data to sync with cloud and SharePoint by ensuring data is synched on their GFE devicesEnabled users ability to locate data on GFE while transitioning to o365 suite with clear communicated support. Assisted users individually with upgrading GFE devices and ensuring user data and profile information has transferred to new device and is assessable locallyVolunteered to maintain the printing services for entire HQ (East, West, North and South buildings) during contract transition, by physically resolving Issues, removing used toners, and various printer parts from location and ordering supplies and repairsAssisted with repairing Pulse Secure VPN issue that was caused by an o365 update, by performing an application data scrub (Using Command Prompt), to reinstall and test to ensure the agency user was able to access the VPNShipped and received equipment for deployment (provisions, repair and replace), returns (de-provisions and off-boards) for Departments as requestedReceived and processed shipping orders, ensuring accuracy and timeliness by tracking packages through inputting UPS databasesAssessed equipment status, needs, and risks, evaluated old equipment and replaced according to end user needs, Installed and set up desk configuration according to users preferencePerformed administrative duties in Active Directory for renaming computers, linking network devices, user password maintenance and ensuring compliance with baseline requirements and policiesFocused Management INC./AAC INC.Tier 2 Mid-Level Technician January 2015 -October 2021CFPBProvided White-glove service when working with and assisting users with incidents and questions concerning GFEOn call support for CFPB directors and administrative staff to resolve incidents, replacing equipment and providing guidance for any questions concerning profile data, email, GFE devices and printersManaged service desk queue through Remedy Force to resolve customer service tickets and provide more informed reporting and analytics.Configured imaged laptops and deployed equipment, software, Iron Keys and PDA devices for new, current and remote usersMaintained the integrity of stockroom through organizing, cleaning, and cataloging items daily through Remedy Force and Excel spreadsheetsResponsible for any physical work relating to equipment moves, desk set ups and removing broken or damaged equipmentUtilized Active Directory for user accounts, enabling nodes access to network resources, user password maintenance and deploymentExtensive usage of remote access tools (RSA, SCCM, Teams, Web X, Zoom and Teams) and VPN application Citrix receiverAssisted Desktop engineering with the migration and testing of Windows 10 laptops (applications and updates) before deploying them to entire bureauCoordinated with engineers to improve imaging process by testing and documenting the issues that occur during imagingProvided technical, operational and training support for CFPB users either by telephone, email or in person relative to desktop hardware and software applicationsCoordinated the on and off boarding of clients by deploying and retrieving configured bureau issued equipment while maintaining digital records of equipment retrieved and dispersedCentro NiaTier 1 Information Technology Intern September 2011-June 2015Imaged and configured new desktop workstations to be distributed throughout campus to teachers and administrators, repaired refurbished hardware and replaced HDD, Keyboards, and workstationsWorked jointly on campus wide effort to optimize 200 workstation updates, maintaining application downloads, software upgradesSet up and configured server racks: strip cable while punching it into patch panel, wire tester tool to verify the connectivityConsistent network monitoring (maintained the integrity of web filter), LAN/WAN (confirming that all Wireless Access Points are functioning properly), Networking router programming (resetting and router discovery), Remote Access (Thin Client and VPN) and Email (Outlook)Provided assistance and training to users at five different locations daily while being responsible for the orientation of new hires and deployment of required equipmentSuccessfully assisted in organizing two supply closets, by disposing of non-functional equipment and labeling and categorizing relevant hardware and peripheralsTechnical ProficienciesSoftware: Microsoft Office Suite (365), Adobe Creative Suite, Bit Locker, Symantec, SCCM, BNC Remedy Force, Citrix, Beyond Trust Remote Support(formerly Bomgar), Secure Pulse, ServiceNow, Active Directory, RSA Authentication Manager, BES, XenMobile, Logical Access Control System, LotusNotes, EZ-PIVApplications: Verizon Account Management, Blackberry Administration Service, AT&T Account Management, MyMeetings Conference Solutions, SharePoint, Web X, VDIOperating Systems: Windows 11, Apple IOS, MAC OS X (Sanoma)EducationJohn Jay College New York, NYB.A. Criminal Justice 2008 |
