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PROFESSIONAL EXPERIENCE:TTI, Aug Street Address - PresentDocuments all work and shows attention to detail.Ensures own work and work of others is performed in accordance with policyDefines processes and procedures for execution of work tasks for self and othersApplied specialized technical skills to complete work that may involve help desk support, data center operations support, production support, report production support, etc.Involved in efforts of significant complexity that requires cross-GT or enterprise-wide coordinationCapable of dissecting a problem into manageable partsCollaborate with other team membersOther duties as assignedUse Service Now to track monitor SLAs, have trained users on how to submit requests and process reports.Amazon, Feb 2019  Aug 2022IT Engineer ICreate, maintain, and review SOPs for updated complianceAuthor change management requests and perform them to complete project workHardwares supported, kindles, VOIP, mobile devices Android/IOS, laptops, desktops, and other devices as acquired. Imaging, service related issues, user training, and mdm management.Beta testing devicesWorked on build sites from the setup of MDF to the IDF and AP setupWorked on Windows and Linux servers administrationWorked with Cisco switches and APs for network connectivitySecurity camera setup and administrationManaged multiple projects to completionCompleted project management training via Linkd in LearningCompleted interview screeningsManaged resources for projects and day to day tasksCompleted requests for procuring equipment needed.Mentored and trained multiple employees for progressionUsed remedy and proprietary ticketing system softwareCompleted phone screens and interview podsProcured assets for projectsManaged projects for sure build and other additional projectsProvisioning phones on AirWatch and tablets.Routing Solutions, Oct 2018  Feb 2019Systems AdministratorTier 1/2 Help-desk Support for Enterprise NetworkSupport Laptop\Workstation imaging and baseline configurationMonthly Server and systems maintenanceMaintain documentation related to client enterpriseManaging virtual systems, Windows 10, Server 2012R2, Citrix, WDSUse Service Now to track monitor SLAs, have trained users on how to submit requests and process reports.Janus Research/CDSE, Jun 2018  Aug 2018CLE AdministratorUtilize project management techniques to support instructors that design, develop, and deliver both distance learning in-class Web-based training programs and courses using Sakai and Moodle; As well as Microsoft Office SuiteCollaborate with to assess each departments e-learning subject matter and training needs;Provide Tier 3 support and construct the maintenance of the Education and Training Division courses;Provide advice, assistance, training, and technical support to instructors, staff, and students;Ensure 508 and SCORM compliance;Conduct quality control checks in the development of education and training productsBlue Canopy/DOT, Jan 2018  Jun 2018Help DeskProvide guidance and recommendations for to enhance, or replace existing IT systemsProvided deskside support to executives at the Federal facility for hardware and software issues.Tracking and managing all TSDN hardware/software related warranties through Remedy or other specified asset database.Troubleshooting mobile email and application supportSystems Planning and Analysis, Inc./NAVY, Aug 2017  Jan 2018System AdministratorProcesses NMCI Accounts and SIPRnet AccountsMonitors usage of NMCI/SIPR Accounts (monthly minimum) to ensure currency and preclude expiration.Assists personnel with passwords/resetting passwords in the SIPR room Use Service Now to track monitor SLAs, have trained users on how to submit requests and process reports.ValidaTek/DOS, June 2017  Jan 2018Tier 1 Data Center Support TechnicianProvide support for the systems that update, enhance, or replace existing IT systemsPerform incident capture, verification, diagnostics and escalationsMonitor the Remedy ticket queue and assign tickets according to SOPsMaintain knowledge base documentationPerform routine Data Center environment checksPerform monthly rack audits of all Data Center devicesManaged module devices android/IOS imaging, replacement, inventory, and user training. Provisioning phones on AirWatch and troubleshooting mobile email issues.Soft Tech Consulting/FBI, July 2016  June 2017Tier 2 Mobility Support/ Mobile TrainerUtilized RemedyProvided basic troubleshooting and problem resolution proficiencies in the following: Mobile Device Hardware from vendors such as (Apple, BlackBerry, Samsung, HTC, Motorola, etc.)Administered Corporate Enterprise MDM management software such as BlackBerry BES, AirWatch, etc.Troubleshoot and resolve mobile device issues or problems with device hardware and software.Provide input to design requirements associated with continued installation, integration, and testing of the smartphone information systemsDeliver/facilitate new hire training using the provided curriculum to newly hired employeesFacilitate continuing education classes to existing employees for new products, features, and services. MDM managementWIS International, January 2016  July 2016Inventory SupervisorVerifies clerical computations against physical count of stock and adjusts errors in computation;Prepares reports of inventory balance, shortages, as required;Supervises and coordinates disbursement and delivery of supplies and equipment;Oversees work performed by support personnel; May use computer applications such as spreadsheet, word processing, email and database software in performance of assigned work.Supervised and trained anywhere between 2 and 10 employeesAvid Practice, Baltimore, MD, July 2015  December 2015IT ConsultantUsed remote monitoring and management platform to provide support to customer base.Configured Microsoft System Center Suite to be used for application, operating system, and deployment.Operating System troubleshooting from basic break-fix to disaster recovery of non-booting systems, including restoring all drivers to a newly reloaded systemAdvanced MS Office use, customization, configuration, and troubleshooting (especially Outlook 2010, 2013, and 2016)Crimping and networking from patch panel to wall port.Fixed MFC and printers network connection, scanning issues, and print spool failuresGEEKS ON SITE, Miami, FL, Aug 2014  June 2015Desktop Support TechnicianInstalling hardware and software on Windows XP-8 systems for residential and corporate businessesTroubleshooting equipment for residential and corporate clients such as: Profile errors, MS Office errors, driver issues, BSOD, and moreSetting up computer security measures (Anti-virus, Network security, and user access control)Configuring computer networks and printersGlobal Technology Solutions/Leidos, Edgewood, MD, May 2014  July 2015EM2P Help Desk AnalystAnalyze root causes, provide input into problem management processes, and monitor the systems network for degradation of the networkPlanned, organized and prioritized tasks to complete work as scheduled and to meet deadlinesinvestigated and provided support to customers, vendors and employeesProvided testing support of custom made groups, system updates, and patches on MWN systemsPragmatics/DOS, Beltsville, MD, July 2013  May 2014Service Desk Analyst (U.S Department of State)Logged and prioritize calls and provide reports as required on Service Level Agreements (SLAs)Provided tier 1 and tier 2 support for proprietary software and mobile user Blackberry and VPN issuesExperienced in Active Directory, DNS, Microsoft Office Suite, Remedy 7.2Utilized RDP and Remedy for user supportTek Systems, Catonsville, MD, February 2013  July 2013Help Desk SpecialistService Now to track work flow and issue documentationAbility to troubleshoot common Windows XP and Windows 7 related issues such as mapping printers, network connectivity, shared drives, data back up and restoringAbility to demonstrate basic network troubleshooting skillsBasic Microsoft Outlook support creating rules, creating and repairing .pst foldersAttiva Soft/BCPSS, Baltimore, MD, July 2012  January 2013Help Desk SpecialistHandled password resets using systems (oracle, active directory, etc.)Used HEAT to track trouble tickets, DAMEWARE for remote connectionTroubleshooting computer software, hardware, mobile devices, and provide first call resolution IE,Provided face to face and over the phone support and Managed user accounts using active directoryDocumented and Implement troubleshooting proceduresKept inventory update for all mobile devicesEDUCATION/CERTIFICATIONS: HDI Service Desk Analyst, ITIL V3Strayer University, Baltimore, MD, Majoring in Information Systems, 3.4 GPAIntro to UNIX, Intro to Computer Systems, Relational Database Management and Systems, Networking, Administering Desktop Clients, Operating Systems, Computer Ethics, Intro to Networking, System Modeling Theory, and Network Server Administration