SUMMARY

To secure a stimulating technical position in a team oriented environment that will provide an opportunity for professional and personal growth based on performance.

TECHNICAL SKILLS:

• Microsoft Office Suite
• iOS Devices
• iOS Support
• Mac OSX/MacOS Operating Systems
• Windows XP
• Windows 7/8 Administration
• Windows 10 Deployment Mastery
• Firewall Protection
• Linux/Ubuntu
• VMWARE
• Active Directory Controls and Management
• Application Management
• Proficient with troubleshooting across all platforms
• Windows/Mac OSX Imaging and Encryption Tier 1/2 Desktop Support Responsibilities
• Citrix Module
• Security Planning and Maintenance
• Server and Blade Physical Maintenance
• User Facing Support
• Help Desk Management
• Printer Troubleshooting
• ServiceNow Administration and Ticketing
• Python/Ruby Language
• VIP Client & CEO Support

PROFESSIONAL EXPERIENCE:

Confidential

Windows 10 Deployment Technician

Responsibilities:

• In my role at the Confidential ( Confidential ), I was tasked with the documentation, setup, and retrieval of devices across 600 users in the environment.
• The project specifically was aimed to move the institute from the Windows 7 OS to the Windows 10. OS, for better connectivity, with newer model computers. The scheduling was handled by the Project Manager, whereas the rest of the project was handled by myself and my single team member exclusively.
• The project tasks include noting all installed printers, network drives, and installed programs, used in conjunction with the USMT (User Settings Migration Tool, which pulls an exact system image of stored files), physically installing the machine in the users office or workstation, and setting up the new machine with any required software (after being encrypted, bound to the domain, and created in active directory).
• I was also tasked with creating documentation for the project that was sent as mass email, as well as hosting educational Windows 10 learning sessions in order to empower users.

Confidential, Baltimore, Maryland

Mac OSX Specialist Technician

Responsibilities:

• Myself and my team were tasked with a 90 day SLA assignment of closing over 1800 tickets that the previous team had amassed and were unable to complete, as well as handling incoming ticket requests as our team took the reins of the Help Desk Team operations.
• The ticket backlog was closed and completed within that time successfully, even with the difficulties presented by our integration to the UA Team. In addition, we successfully imaged and repaired over 500 assorted Lenovo and Confidential Laptop devices that the previous team had let become disparaged or in bad order. With succinct and clear ideas and teamwork, I was able to help acquiesce my team into a great relationship with the client and customers.
• My duties varied daily, as I was the face of the Walk - In Service Center at Building 37, and could see any manner of computer issue ranging from an entire laptop replacement to user profile rebuilds, to installing Mac Ram Memory and other components as well.
• I am capable of, and was required to, troubleshoot any device that made it’s way to the Walk-In Service Center. Issues consisted of both Mac and Windows PC hardware/software problems that I was capable of troubleshooting, as well as working remotely with other users through our Service Now help desk.
• I was a point of contact for the Office 365 team as we moved UA forward, and helped develop many enterprise fixes for the multitude of issues that arose from the migration. In addition, I have traveled to Austin, TX, and Spokane, WS, in order to train new Mac technicians, fill in for technicians who must take leave, or to help fulfill SLA standards for Service Now tickets in other teams queues.
• My time spent traveling was in an entirely Mac environment, supporting iOs Application testers, designers, and producers (Specifically MyFitnessPal)

Confidential, Bethesda, Maryland

Knowledge Management Technician

Responsibilities:

• As a Knowledge Management Technician on the KM2 Project, an award winning new venture at Confidential / Confidential for asset inventory and information, my main tasks included project scope design and refining, asset identification and labeling, as well as creating documentation for project standards. Outside of these normal tasks, I also had experiences working on other teams with varied projects within the Confidential .
• These include desktop support roles where I successfully completed User setups with new devices; Mac Book Pros, iMac Desktops, printers, iOS devices (iPhone and iPad), as well as troubleshooting day-to-day issues with user’s issues to find solutions, with a 24-hour window from ticket open to ticket close SLA. Mac and iOS devices at the Confidential are varied in device life cycle and require a bevy of experience in order to support the expanse of differences in subtle programming changes and physical features. In my time at the Confidential campus, I also gave time to an initiative for upgrading Mac OS X users in a large scale environment, and was tasked with delivering and managing over 500 Mac devices in the time I had there, which I completed.
• I have worked in both a laboratory environment as well as an office environment in these roles and am comfortable in either.
• In addition to my time in a supporting role, I was also able to assist in a two week-long tear down of a server room, learning the basics of server rack and blade organization, basic networking and wiring protocols, and basic upkeep of a modern, secure, server storage area.
• Drafted and Completed Confidential -wide documentation for Microsoft Office 2016/365 on both Mac OS X and Windows Operating Systems.

Confidential, Baltimore, Maryland

Security Provisioning Analyst

Responsibilities:

• In my role at Confidential, I was tasked with being on the D.A.R.T. Team, a merger project between Pepco Holdings and Confidential, creating documentation for the project and end users, adding users into active directory and distribution lists, as well as physical access procedural and documentation. In addition, my responsibilities encompassed working within a ticketing queue shared between my work team that encapsulated active directory requests for applications, distribution lists, physical and access security controls.
• Often, my work included granting access for purchasing account roles for top company officials, as well as the Vice President and other high ranking inside clients.

Confidential, Baltimore, Maryland

Mac Encryption Engineer

Responsibilities:

• In my role as a Mac Encryption Engineer role at Johns Hopkins, I began to learn and exercise a variety of new skills including Mac Management, JAMF Casper deployment utilities, VMWare technology, and the FileVault 2 Encryption process.
• I learned more about the Mac’s security software and fortifying it against intrusion. I also learned JAMF Casper for use in Mac OS X deployment, and FileVault 2 Encryption on various Mac Devices (10.6-10.10).
• In addition I was tasked with upgrading Mac OS X computers to the newest available OS X operating system in order to make the process of FileVault 2 integration in the enterprise environment easier.
• Other duties included Mac physical repair with hard drives, motherboards, and other common components. I was on a team of two tasked with actively contacting clients to schedule Mac encryption appointments, either through VM or on site, and completing encryption task, as well as storing and cataloging the File Vault Encryption Key in a secure JAMF database.
• In this role I also troubleshooted, and supported Mac computer’s in the enterprise environment as necessary.
• In addition to this new experience, was enterprise customer focus featuring on site client support, and V.I.P. client support.

Confidential Store, Columbia, Maryland

Family Room Specialist

Responsibilities:

• In the role of Family Room Specialist at the Confidential Store, I was constantly challenged by both software and hardware issues, network troubleshooting, and a myriad of other issues that appear in day to day uses of consumer and business technology.
• Mac technology is exclusively what I was trained for as an employee with Confidential . These included both iOS training, Mac training, and creative development whenever possible. As I showed my skill with the OS X operating system, I was given more freedom to expand my learning, and taught clients Mac usability and applications in addition to my role as a Mac and iOS support personnel.
• As a family room specialist, my role includes troubleshooting all Mac devices that come to the genius bar, whether in my personal queue, or if collecting information and troubleshooting for the team on the whole. This experience expanded my view on all of the Mac software that is available, and what supporting each OS X version is like. I was tasked also with educating clients on basic features of recently purchased Mac or iOS devices, as well as setup for the Mac and iOS devices if clients wished. I am required to have an extensive knowledge of each and every OS X and iOS operating system in order to help the varieties of complicated Mac computer issues with native programs as well as third party Mac and iOS applications.
• This requires constant education on Mac and Confidential products and social media trends. Lastly, I spent a good portion of learning time to pursue Mac certifications and languages, and have a good base in both Python and Ruby for Mac.
• While in my time at the Confidential Store I tested for and successfully obtained both my Confidential Certified Support Professional and Confidential Certified Macintosh Technician certifications.

Confidential, Columbia, Maryland

Customer Support Representative

Responsibilities:

• As a Confidential I Provided quality customer support. Performed new hire training, assisted IT consultants with technical support.
• Additional responsibilities included acting as vendor liaison reporting Point of Sale issues.

Confidential, Columbia, Maryland

Senior Game Advisor

Responsibilities:

• As Senior Advisor I installed network appliances such as printer or routers, provided ongoing technical assistance, helped design and implemented store displays and trained new employees

Confidential, Columbia, Maryland

Technical Contractor

Responsibilities:

• As a technical contractor I supervised special IT related projects including evaluating software and establishing and maintaining vendor relationships. Additional responsibilities included preparing and updating end-user training documentation.
• Additional responsibilities included scheduling vulnerability scans.