SUMMARY:

Eager to contribute outstanding technical expertise, personnel management background, and project leadership talents toward supporting the client in optimizing bottom - line performance and productivity. I have over 15+ years of IT experience

TECHNICAL SKILLS:

Hardware: AMX system: MVP-8400 Touch Panel, Hp, Dell, Mac

Operating System: Windows 10, 8, 7, Vista, Server, Red Hat, Fedora, Ubuntu, Suse, Mac OSX 10.1 and higher

Management & Software tools: Back Office, Adobe Professional, Lotus Notes, Thunderbird Mail, ADP, Adobe Pro, Lotus Notes, MS Office 07-365, Access, Excel, Power Point, Word, Outlook & Calendar, Team Viewer, RDP, SCCM (Patching, Installation, Schedule Maintenance)

Ticketing Software: CRM, Remedy, Service Now, Zendesk, ServiceDesk +, Jira, OTRS, Spiceworks, BMC

Networks & Remote Protocols : DNS, TCP.IP, Citrix and Cloud services-Mac & PC, End-User Support, Data Cabling and Domain environment, VOIP, LAN, WAN, Cloud Engineering, BES, VMWare, Spiceworks, Amazon Rack, Radius Server, SIP & Trunk services (telephony Services), PBX.

Mobile Services: BlackBerry, iPhone, Android OS, Galaxy Tablets, iPad 1-3 & Mini, Jabber, BES management & Good server for iDevice users.

PROFESSIONAL EXPERIENCE:

Field Infrastructure Analyst

Confidential, Baltimore, MD

Responsibilities:

• Plan, coordinate and assist in deployment of Windows 10 systems to M&T corporate customers.
• Provide reporting statistics and analysis with proprietary tools as required.
• Utilize ticketing software for the tracking purposes of trouble issues, Problem management and resolution.
• Assist with new users to the windows 10 platform
• Provide client support thru active listening
• Create solutions for non-documented windows 10 issues

IT Security Officer

Confidential, College Park, MD

Responsibilities:

• Monitor computer networks for security issues.
• Investigate security breaches and other cyber security incidents.
• Install security measures and operate software to protect systems and information infrastructure, including firewalls and data encryption programs.
• Document security breaches and assess the damage they cause.
• Work with security team to perform tests and uncover network vulnerabilities.
• Fix detected vulnerabilities to maintain a high-security standard.
• Stay current on IT security trends and news.
• Develop company-wide best practices for IT security.
• Perform penetration testing.

IT Client Srvs Contractor

Confidential, Wash, DC

Responsibilities:

• Provided tier 3 technical support through ticketing and inbound calls or emails, including in person Walk ups.
• Provide risk management reporting to include solving day-to-day problems as they arise and take action to prevent problems from recurring.
• The ticket system was used to provide evaluation - Records data on specified vendors' services and products against defined requirements and provides input regarding assessments.
• Knowledge of Institutional and ITS Policies, Processes, procedures and Services - Has a basic understanding of the WBG organization, institutional and ITS policies, processes, services and procedures.
• Initiate and implement change to work processes to improve efficiency and performance.
• Collaborate within Teams and Across Boundaries - Contributes to wider collaborative efforts.
• Windows 10 Migration Coordination and Day 2 Support.

VoIP Engineer

Confidential, Washington, DC

Responsibilities:

• Prepare design specification plans as per customer requirement and provide appropriate enterprise solutions for architecture.
• Coordinate with technicians and perform installation and migrations of various technology solutions within network.
• Develop architecture plans for voice services and prepare appropriate budgets and specifications for projects.
• Perform research and develop new technologies and evaluate work of support suppliers.
• Evaluate work and ensure compliance to all infrastructure standards and polices for various supplier proposed solutions.
• Collaborate with internal staff and supplier and develop product integration strategies.
• Perform analysis on trunk utility and optimize IP and PBX Communication server for capacity building.
• Perform troubleshoot on all voice services for all LAN and WAN hardware modules and configure appropriate communication media modules.
• Monitor all customer inquiries and ensure appropriate resolution of same.
• Plan network capacities analysis for network and perform troubleshoot on existing network.
• Analyze all security problems on network and develop new technologies to cater it.

Server Admin Intern

Confidential, Largo, MD

Responsibilities:

• Engineering of SA-related solutions for various project and operational needs.
• Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
• Install and configure systems such as supports GIS infrastructure applications or Asset Management applications.
• Develop and maintain installation and configuration procedures.
• Contribute to and maintain system standards.
• Research and recommend innovative, and where possible automated approaches for system administration tasks.
• Identify approaches that leverage our resources and provide economies of scale.
• Manage and Deploy Windows 7 Universal Laptops to assigned users - verifying all data is transferred suitably.
• Providing client service via telephone, email and face-to-face contact. Ensuring that all hardware and software work properly, assembling hardware and installing or deleting software.
• Manage all Assets for the customer; set up, and configure the end-user PC desktop hardware, software and peripherals.
• Diagnose and resolve end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in and local-area network access problems.
• Perform visual inspections on incoming materials (Desktop and Laptop parts, cables and printers and review final products to ensure quality specifications are met.
• During also worked as IT Specialist providing Priority 1 and 2 support for end users

Helpdesk Specialist

Confidential, Washington, DC

Responsibilities:

• Inbound & In person desktop support during regular business hours, after hours calls for executive support only
• Ghost imaging for workstation (Desktops) and Laptops
• Provide AV support for conferences and events. AMX system: MVP-8400 Touch Panel (live web streaming, recording, editing)
• Provided reports with crystal from Service Now and distributed to Staff as required, also provided resolutions for high impact issues