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Click here or scroll down to respond to this candidateCandidate's Name
Address: Havre De Grace MD Street Address
Phone: PHONE NUMBER AVAILABLEEmail: EMAIL AVAILABLEPersonal Synopsis:As a highly experienced Help Desk/Desktop Support/Deskside Support Technician with over 15 years of IT experience, I endeavor to provide your user base with the customer service, support, and training they require to make their jobs easier.Technologies/SkillsOffice SoftwareMS Office 2010, MS Office 2013 and MS Office 2016, Office 365, Open Office.Org, LibreOffice, MS Project (2000-365) and MS Visio (2000-365), OneNoteOSiOS FOR iPhone, Android, MAC iOS, UNIX, Ubuntu Linux, Windows Versions 2 through 10 including XP, 2000, 8 and 8.1Ticketing SystemsHeat, ResolveIt, Magic, Remedy, Cherwell, ServiceNow, ServiceDesk, Peregrine Service Center, Footprints, SysAidSoftware ManagementSCCM, HP OVCM/HPCA, Radia, Altiris,Security and EncryptionBitlocker, Pointsec, Truecrypt, SecureCheck, PGP, System Endpoint Protection, McAfee Checkpoint, Bit9 (Carbon Black), Airwatch,SkillsLAN/WAN/Wireless Networking, Printer Repair, Laptop Repair, Desktop Repair, Documentation creation, Small IT project management, Centralized Managed Printer Support, BlackBerry and Mobile Device support, Mac and PC Hardware Support and repair, Active Directory, AD Group Policy, TCP/IP, DNS, Customer Service, ITSM, IT Service ManagementRemote SupportCitrix XenApp/Citrix Virtual Desktop, Bomgar, Dameware, GoToAssist, GoToMeeting, VNC, Remote Desktop Connection, WebExUtilitiesCC Cleaner, Fix It Utilities, Iobit SoftwareVPNJuniper, ATT Connect, Cisco AnyConnect, Meraki hardware-based VPN/firewalls.Anti-Virus & MalwareMcAfee, Norton, Kaspersky, Spybot Search &Destroy, System Endpoint Protection, Malwarebytes, Avast, Symantec Endpoint Protection,Experience:05/2021 10/24 Open Technology SolutionsSupporting the S3, Bethpage FCU, Bellco, and SECU Credit unionsLinthicum MarylandEnd User Support SpecialistHandled over 3,500 tickets, an average of 140 per month, consistently the top or near-top producer for my team.As a top producer of my 16-person team, I achieved a consistent 12 to 15 percent of all tickets handled and resolved year over year.Set the standard with a 99.95 percent acceptable rating for ticket handling and customer service surveys.Through aggressive time and process management, I reduced delivery time for new hire equipment by multiple days.End User support for the 3,000+ user environment across all partner organizations.2nd-Line supports all hardware and software across partner organizations and escalation points for engineering teams.CompTIA Security+ certification in June 2021, updated January 2024.Responsible for Confidentiality, Integrity, and Availability by acting as Key Escrow for BitLocker and LAPPS.ITIL V4 Certification June 2022.HDI Desktop Advanced Service Technician Sept. 2022.Assigned to Second Tier CISRT (Computer Information Security Response Team).Responsible for outside vendor communications and service requests.Via GPO and AD management, ensure proper access to Grant group and individual permission provisioning of resourcesManage the complete equipment lifecycle from provisioning to disposal of equipment to ensure quality customer interaction.Technical trainer for new hires, first-tier staff, and users as needed.Inventory management of both hardware and software to ensure project fulfillment.Branch field support in the states of Maryland and Colorado while providing remote support for users across the continental US.Intermediate level network support at branch and HQ offices.Provide Active Directory maintenance and management for our partner organizations.Software deployments and system management using Altiris and other remote management tools and systems.Coordinate with other technicians on technical resolutions via real-time continuous chat via WebEx and MS Teams.Produce and implement documentation of problem resolutions and procedures within the MS OneNote-based organizational knowledge base.Implemented MDM software (Intune and AirWatch) on iPhone and mobile devices to ensure security06/2016 03/2021 Evolver Inc.Subcontract at Social SecurityWoodlawn, MDDesktop SupportResolved 5,200 tickets on an 8-person team, achieving a 99% SLA with less than 0.2% unsatisfactory survey results, while supporting the 66,000-user base at the Social Security AdministrationReceived Public Trust Clearance from the SSA in June 2015Promoted to Lead Technical Trainer for Evolver Inc. at Social SecurityServed as the first point of contact for troubleshooting software, hardware, Cisco AnyConnect VPN, and Microsoft Office Suite issues, providing user support and trainingLiaised between users and engineering escalation teams for unresolved issues, including COTS/GOTS software and password synchronization through Dell ESSOWatchTrained new technicians on software, processes, and procedures of Evolver and the Social Security AdministrationAssisted users with technical issues on external-facing PCs beyond the SSA firewallHandled software procurement, installation, and support under the direction of the ESET teamSupported users in document management, repair, and troubleshooting within the MS Office suite, including Project, Visio, and PowerPointManaged and verified Active Directory to ensure appropriate user access and permissionsManaged and distributed loaner equipment to ensure users remained functional when their equipment was forgotten, lost, or stolenProvided on-call support for executives and VIPs during nights and weekends10/2015 03/2016 GP StrategiesColumbia, MDDesktop Support Analyst Tier 2Managed and monitored the ticketing system to disburse tickets to other technicians and myselfTrained new hire technicians and users, providing documentation for commonly encountered issuesProvided deskside and remote support for Mac, PC, and mobile devices across North AmericaAssisted users as a second line of support for all software and hardware, handling escalations from the tier 1 support teamCollaborated with vendors and SMEs to support COTS software, including Microsoft Office suites, with a focus on Outlook troubleshootingHandled software procurement and license management within the framework established by GP StrategiesProvided encrypt/decrypt assistance as a BitLocker key escrow to facilitate data recovery from failed/failing hard drivesManaged printer utilization, maintenance, and responseMaintained and verified user permissions and statuses via Active Directory05/2015 10/2015 Smiths DetectionEdgewood, MDDesktop Support AnalystHandled over 500 tickets and requests in 6 months, providing local and remote support for PC, Mac, and mobile devices in a global environment of over 900 usersManaged ticket distribution and coordination among team membersCommunicated promptly and concisely with users to manage expectations of ticket resolution times and outcomesTransitioned from the Magic ticketing system to Cherwell, ensuring prompt and efficient response to user requestsEscalated unresolvable issues to management in a timely mannerSupported and implemented small projects to further corporate goalsManaged printer utilization, maintenance, and responsePerformed general desktop and end-user support duties, including IMAC (Integration, Moves, Additions, and Changes)Managed and verified user accounts and statuses via Active Directory03/2015 05/2015 CompuCom Subcontractor to Nielsen Holdings N.VColumbia, MDDesktop Support TechnicianProvided end-user support for a global environment of over 700 usersInitiated system migration to Windows 8.1 for Nielsen Corporate ImageSupported small IT projects under supervisionDeployed software to newly acquired divisionsDocumented solutions and trained users on frequently occurring issuesManaged user accounts and access via Active Directory, group policy, and OU managementPerformed IMAC tasks (Integration, Moves, Adds, or Changes) at management requestProvided basic troubleshooting and documentation for all software, hardware, and end-user issuesManaged the ticket queue from open to completion, keeping management apprised of ticket statusSupported audiovisual needs for all Nielsen video conference rooms and theaters05/2012 03/2015 HPBaltimore, MDDesktop Support Tier 2 and 3 Staff Augmentation to CitifinacialTransitioned to HP Desktop Support at CitiFinancial in 2012Provided end-user support for a large and diverse user base, maintaining a greater than 94% SLA and handling over 2,300 ticketsSupported the transition from Windows XP to Windows 7Provided hardware support for laptops, desktops, mobile devices, Mac, Avaya VOIP phones, and AV equipmentTransitioned from PBX to Avaya VOIPProvided support by phone using VNC, MS Communicator, Lync, MS-RDC, and direct customer interactionMaintained communication with customers to ensure proper information on progress toward issue resolutionPrioritized calls to ensure effective time management and productivity, documenting work in ServiceNow and ResolveIT ticketing systemsProvided support and troubleshooting for OS, MS Office suite, web applications, COTS, client-developed applications, and other softwareManaged inventory for on-the-fly hardware replacementWorked on small project development and implementation using ITIL methodologiesDocumented routine break-fix issues and solutions for dissemination to new technicians and technically inclined usersIntegrated with other support teams to ensure successful project/task outcomesPerformed network maintenance to ensure connectivity, maintaining a strict inventory of port usage and cable managementEmployed Pointsec drive encryption, antivirus software, and Active Directory maintenance to ensure flexible user data access while minimizing security risksMaintained data security standards as outlined in CitiFi and HP data retention policiesManaged software licenses via HP Radia and the in-house developed front end for HPs OVCM software utility06/2009 05/2012 DellBaltimore, MDDesktop Support Tier 2 and 3 Staff Augmentation to CitifinacialProvided hardware and software support for over 2,000 users, maintaining a greater than 90% SLA and resolving over 3,500 ticketsSupported and repaired hardware for laptops, desktops, Macs, Blackberry, and AV equipmentPerformed network maintenance to ensure connectivity, maintaining a strict inventory of port usage and cable managementLed the transition from Windows 2000 to Windows XP, ensuring smooth redeployment of user data and softwareTransitioned ticketing systems from Peregrine Service Center and ResolveIT to ServiceNow, and trained technicians and staff on the new systemProvided support by phone using VNC, NetMeeting, Dameware, MS Communicator/Lync, MS-RDC, and deskside supportCommunicated with users and management to manage expectations and provide updates on ticket statusServed as Pointsec Administrator and Key Escrow after rolling out an improved Pointsec encryption suiteCompleted ITILv3 training to improve small project implementation and developmentDocumented routine break-fix issues and solutions for new technicians and usersApplied security software to ensure flexible user data access while minimizing corporate security riskProvided end-user support for OS, MS Office, web applications, COTS, and client-developed applicationsMaintained data security, integrity, and confidentiality following Citi and Dell policiesDeployed HP Radia/HPOVCM to manage software licensing, enabling remote software deployment and improving response times08/2008 02/2009 Algomod TechnologiesSubcontract to Unisys at Quest DiagnosticBaltimore, MDDesktop Technician / Printer RepairProvided printer, PC, and Mac break/fix end-user support for all tickets assigned, achieving a 92% SLADeployed PCs for new users and replaced PCs due to age, malfunction, and warranty expirationObtained and prepared user data backups, transferring data to new PCs after failure or replacementIntegrated HIPAA standards to maintain data integrity, security, and confidentiality, ensuring compliance with HIPAA standardsManaged user requests in the Remedy ticketing systemInstalled software at user requestTrained clients/users on new software and proceduresScheduled user appointments to maximize daily workflow, informing users of delays, conflicts, or other changesHeld part order authority for all parts pertinent to ticketed problemsEstablished and maintained an inventory of frequently used items to ensure rapid repair of common problemsMaintained ITAM records to ensure compliance with all software license agreementsEducation:Chesapeake High School, Baltimore, MD 21202High school DiplomaUniversity of Maryland College Park, College Park, MD1 academic year did not graduateCommunity Colleges Baltimore County Essex, Baltimore, MD1 academic year did not graduateCertifications:Comp-TIAA+ CertificationSecurity+ CE CertificationCandidate ID COMPPHONE NUMBER AVAILABLEHDIDesktop Advanced Service TechnicianCertificate C35585ITIL V4Foundation Certificate in IT Service ManagementCert number GR671411644JC Candidate number PHONE NUMBER AVAILABLEUdemy TrainingUdemy Training for CompTIA Security+ (SY0-501) Certificate UC-QAOLFF4ZUdemy Training for CompTIA Security+ (SY0-501) Certificate UC-a619ff13-1c08-43f9-af98-4d2af7beb3d0Udemy Training for CompTIA Net+ (N10-007) Certificate UC-f5d4e482-d7f9-415a-PHONE NUMBER AVAILABLEbdfc30HP/CompaqHP2-896 Certified Professional Servicing HP Desktops, Laptops, Workstations and Notebooks.Dell CertificationsFoundation 2005 DesktopsFoundation 2005 LatitudeFoundation 2005 InspironDSP Displays 4200 Plasma TVClient DSP customer Experience V. 2.5Dell Soft skillsDell Wireless Networking basics2300 TrueMobile Wireless CertificationFoundation 2007 PortablesFoundation 2007 DesktopsDell ESD CertificationIBM/Lenovo CertificationIBM Service ExcellenceIBM Mobile Training IBMRTC04IBM Mobile Training IBMRTC05IBM Desktop Training IBMRDC04IBM Desktop Training IBMRDC05 |
