SUMMARY:

• A talented IT professional, experienced in high level support, System Administration, and excellent customer service.
• Experience in Help Desk management Able to lead technical and project teams
• Strong in Windows and Mac OS Excellent verbal/written skills
• Provide excellent customer support Strong Hardware/Software support
• Hard working, attention to detail, multi - task Strong in technical support
• Casper Jamf Imaging and Deployment SCCM
• Managed the migration of Windows 7 from Windows XP on 125 workstations in PC Labs at the Confidential and upgraded 8 workstations and 2 laptops at Confidential.
• Microsoft SCCM for pushing out software onto new workstations.
• Migrate Dell Wyse Machines from Windows XP to Windows 7
• Connect Wyse machines to Citrix
• As IT Director at Confidential Investment Group, brought critically needed cooperation and discipline to the Application and Operations organization to successfully build a new Data Center to support the Vietnam and Hong Kong offices.
• Instituted project planning, status reporting, and accountability; chaired status meetings; upgraded relations between Application and Operations.
• Coordinated planning, implementation and configuration of Verizon's TLS fiber ring at our sites in Arlington, Pittsburgh and Los Angeles.
• Coordinated and implemented the upgrade of our phone system from analog to VoIP.
• Overhaul outdated network infrastructure with fiber, gigabit Ethernet and switching routers at the Confidential .
• Updated remote access for users traveling on trips throughout the world.
• Project lead on designing and implementing an entire network systems overhaul at our campus in New York City by replacing over 200 workstations, servers and backup strategy.

PROFESSIONAL EXPERIENCE:

Confidential, Falls Church, VA

Responsibilities:

• Provide tier 2/tier 3 support for Confidential
• Re-imaged Dell laptops for new Agents through SCCM
• Track and resolve issue through ServiceNow
• Create Asset Inventory for Confidential devices
• Maintain/update Confidential inventory

Confidential, Washington, DC

Responsibilities:

• Provide transportation to customers
• Provide Excellent customer service to riders
• Maintain ratings above 4.87

Confidential, Rockville, Maryland

IT Specialist

Responsibilities:

• First Level Support IT - Incident management and incident clarification for Confidential corp. user
• Second Level Support IT (prioritization, assignment and tracking of IT issues)
• Maintaining close contact with users - follow up issues and inform user
• Handling, evaluation and implementation of IT (change) requests from users in accordance with Confidential Dessau guidelines and IT strategy
• Asset management - Provide laptops and mobile devices when new employees start
• Maintain inventory in Company’s database
• Record assets when new devices are received and keep track of assets when they are distributed
• Create and manage user accounts and authorization within company’s windows domain and systems
• Maintenance and consolidation of IT-Assets of Confidential.
• Maintenance of Internet and Intranet Presence
• Provide user help in all IT related topics (telephone, mobile, video conference)
• Ensure data, network and internet security in cooperation with IT Headquarters in Dessau/Germany
• Installation and support incl. documentation of software applications, server applications, hardware, LAN, WAN, WLAN, network backbone and storage
• Participation in IT-projects and extension of the local Confidential Corp. IT-Infrastructure
• Installation, management and documentation of backup and security solutions
• Build-up and maintain server rooms and technology. Infrastructure
• IT infrastructure operated and changed within company’s SOP regulations
• Project lead for Confidential corp. IT projects in accordance with Confidential Headquarter guidelines and IT strategy
• Assisting in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Ensuring that all IT projects are delivered on-time, within scope and within budget
• Ensuring resource availability and allocation
• Managing changes to the project scope, project schedule and project costs
• Creating and maintaining comprehensive project documentation.
• Create and implement SOPs for IT and IT infrastructure
• Reporting and escalate to management as needed
• Managing the relationship with the IT-user and all stakeholders within IT related projects
• Supporting project teams with IT related tasks and topics
• Establishing and maintaining relationships with third IT parties/vendors

Confidential, Glendale, California

IT Consultant

Responsibilities:

• Providing Second Level Support to Executive Staff Members
• Provide Mac support to general users
• Provide Mobile support to all users
• Test and document application testing for Windows 10
• Maintenance and consolidation of Company’s software
• Provide user help in all IT related topics (telephone, mobile, video conference

Confidential, Washington, DC

Help Desk Analyst

Responsibilities:

• Provide levels one and two expertise to resolve immediate issues
• Asset tracking when new devices are ordered and received
• Track assets through SCCM
• Prioritized help tickets through Remedy system.
• Senior-level understanding and troubleshooting ability of PC, Mac, and networking functions.
• Build and test applications for Windows 8.1 and 10 via Dell KACE
• Build and test applications for Mac OS via Casper/Jamf
• Build Inventory database
• Deploy Window 7-64bit images to older laptops and workstations
• Active Directory (adding and deleting users)
• Provide support for host services (Google Apps, Confluence, and Office 365)
• Support Avaya telephone system
• Set up AV Equipment for meetings
• Coordinate new employee orientation every Monday

Confidential, Northern Virginia

Senior Windows 7 Deployment Team Lead

Responsibilities:

• Supervised Scouting team that consisted of 4 team members
• Supervised Deployment team that consisted of 4 team members (deployed when necessary)
• Provide customer support to users that have been migrated to Windows 7
• Input scouted and deployed data into inventory spreadsheet
• Troubleshoot issues that arise during deployment process
• Train new team members
• Provide daily status report to Project Manager
• Work closely with Confidential ’s Business Analyst to collect correct data to prepare for deployment
• Quality check Technicians work
• Update Inventory when new devices are deployed

Confidential, Santa Ana, CA

Information Technology Consultant

Responsibilities:

• Analyzing IT requirement to meet client needs
• Deployed new Mac laptops and desktops using Casper Jamf suite.
• Planning timetable for IT infrastructure implementation
• Worked closely with Executive team to define software, hardware, and network requirements
• Worked closely with IT staff to define helpdesk procedure
• Presented solutions in written and oral reports to Executive members
• Designed, test, installed, and monitored new systems
• Purchased systems where appropriate
• Organized training for users and other staff
• Prepared documentations and presented final reports to Executive members and IT staff

Confidential, Richmond, VA

Windows 7 Deployment Support

Responsibilities:

• Traveled to Confidential sites to upgrade Windows XP workstations to Windows 7
• Used SCCM to migrate workstations that are one year old or newer
• Backed up users files by using Windows Easy Transfer
• Disposed workstations that have been upgraded by sanitizing the hard disk
• Updated Asset Management database
• Provided user support when workstation have migrated

Confidential, Bethesda, MD

Hardware/Software Specialist

Responsibilities:

• Provide Level I, II and III support for any incidents and service requests related to the day to day operations.
• Used Remedy to logged and resolve ticktets.
• Test new software and Hardware for compatibility issues with Windows 7 and Citrix.
• Provision desktop configurations to meet the specialized needs of end users including building and deployment of computers around end user's schedule.
• Assist in planning, designing, implementing and maintaining enterprise level automation software, which provisions, and manages end user's PC's.
• Image and re-image Mac Desktops using Casper Jamf Deployment Suite.
• Migrate Dell Wyse Machines from Windows XP to Windows 7
• Connect Wyse machines to Citrix
• Provide post migration support
• Install Applications after migration
• Install applications to deployed desktops.
• Build desktop PCs with Windows 7 through Altiris (NS and DS).
• Deploy desktop PCs.
• Support remote users by using BOMGAR
• Windows 8 (Desktops and tablets).
• Mezzanine (Executive) Support.
• NLM's Exhibit Mobile Devices Support.