SUMMARY:

• Over 17 years of Customer Service experience
• Over 4 years of experience in Information Technology
• Over 3 years of contractual project experience (Independent and non - independent)
• Took professional training courses for A+ Network+ and Security+ at an accredited institution
• Consults user guides, hardware manuals and other documents to research and execute solutions
• Ability to work voluntary, and mandatory overtime
• Successful track record of providing superior customer service to technical and non-technical customers
• Assessing needs, problem solving, and following projects through to completion on a regular basis.
• Hands-on Information Technology / Tier 1 and 2 Support and Project Coordinator experience in a variety of fast-paced commercial, government, and industrial environments.
• Proven ability to quickly adapt to organization’s culture and procedures to satisfy demands of computer users on site.
• Flexibility to work with a variety of computer systems, equipment, printers, hand-held devices and servers.

KEY PROFICIENCIES:

• A+ Certified (2016 - 2019)
• Desktop Support (Tier 1 and 2)
• Network Knowledge
• Cybersecurity Knowledge
• Customer Service
• Project Management
• Data Analysis
• Software Migration
• Risk Mitigation
• Microsoft Excel

CONTRACTUAL WORK EXPERIENCE:

Systems Administrator

Confidential

Responsibilities:

• Proven experience in implementing projects and supporting the software technology for end users
• Understanding the applications using Kerberos, as well as understanding the SSA architecture on the user Authentication process.
• Responsible for level 2 technical support in the implementation of these new technologies, which include desktop/operating systems upgrades; workstation, laptop and printer refresh; and other new technologies as introduced (i.e. Windows 10).
• Create/Modify articles in Knowledge Management Administration for SSA
• Effectively provide processes and procedures as they pertain to initial contact, data backup, tear down, OS and program installation, data restore, follow-up and follow-on troubleshooting.
• On a day-to-day basis I provide problem consultation to the CIAs to assist with first-time problem resolution
• Provide leadership by coaching/monitoring calls while training Confidential Representatives (CSRs), and assisting with level 1 support during high call volumes

Help Desk Specialist

Confidential

Responsibilities:

• Proven customer service, IT Professional for the Social Security Administration’s call center
• Providing troubleshooting and ticket processing support for all end users
• Regular utilization on Active Directory to further assist and support in office and teleworking customers
• Regularly remote into user’s workstations to further assist them with Systems Center Configuration Manager
• Provide in depth documentation on all calls taken, and ability to escalate tickets to the right personnel
• Troubleshoot, and install applications through the Registry, Remote Desktop, and Command Prompt
• Unlock suspended network and mainframe accounts for users through mainframe (PCOM), Single Sign On (QESSO) consoles, and Active Directory.
• Utilize Windows Server 2012 to delete and rebuild user profiles
• Transfer and dispatch groups within the SSA ticketing infrastructure for maintenance, repair, and replacement of SDS desktops, laptops, monitors, and peripheral equipment.
• Train users to be more proficient, as well as prevent common issues from occurring when teleworking by connecting through the Start Before Logon procedure

Windows 7 Coordinator

Confidential, Baltimore, MD

Responsibilities:

• Project managed effective Windows migration for 2,000-user, multi-site business including software upgrades, SCCM troubleshooting, user training, and continued support.
• Achieved project goals exceeding 3-month estimated schedule and within budget to client’s satisfaction by effectively leading all phases of team efforts.
• Saved departments thousands of dollars by analyzing user’s applications, and hardware.
• Provided Risk Mitigation and Risk Management; Issued Documentation, as well as monitored progression, and provided agenda updates.
• Provided forecasting and scheduling by placing dates and reasonable deadlines for users migrating
• Made adjustments when needed to meet sponsor deadlines for Windows 7 Project.
• Conducted Conferences and Hosted Meetings
• Aided assistance with application identification
• Researched applications, where required for compatibility with Windows 7
• Assisted with requirements gathering for application readiness using the project plan checklist
• Tracked users, applications and readiness for Windows 7 migration
• Completed out request for all cost center applications to be packaged using Application Management Solutions software by Dell.
• Filled out and helped cost center with RAF form for application packaging.
• Provided weekly updates on status of Application Packaging to the project lead and the project sponsor.
• Delivered deadlines for information associated with user applications from the business contacts.
• Worked with Vice Presidents and other management to analyze in detail on every application.
• Listed by user’s XP machines to determine which application version was needed for each department.
• Successfully finished the project and contract 2 months earlier than the projected 12+ month original prediction.

IS&T Analyst 

Confidential, Baltimore, MD

Responsibilities:

• Contracted as a team lead for the Windows 7 Migrations for the University of Maryland Medical Systems
• Set up inventory through EPIC, on all HP brand desktop PCs and laptops.
• Responsible for desktop normalization on all inventoried PCs by modifying computer management tools and adding computer names/IP Addresses to the UMMS domain with the utilization of PowerShell.
• Confidently completed the Inventory/Normalization project on the deadline provided by the Project Lead.

IT Consultant

Confidential, Baltimore, MD

Responsibilities:

• Contracted and successfully completed the transitioning from GroupWise to Microsoft Outlook accounts.
• Responsible for customer service and help desk issues for politicians and staff for the City of Baltimore.
• Remotely installed Microsoft Office Enterprise 2007 and 2010 clients to users.
• Went off site to city police districts, and other remote sites to troubleshoot basic help desk tickets.

Windows 7 Tier 2 Analyst

Confidential, Baltimore, MD

Responsibilities:

• Successfully completed the migration project for Dell, and MedStar Medical Systems’ Windows 7 Project within a 4 month span.
• Troubleshoot workstations, printers, network, and internet access problems.
• Helped the user community on utilizing hardware and installed software applications.
• Provided I.T. and Audio/Visual support for meetings and conferences.
• A reliable and valuable resource for Dell and MedStar as a skilled Tier 2 desktop support technician

Tier 1 and 2 Migrations Technician

Confidential, Baltimore, MD

Responsibilities:

• Elite resource for Windows XP to Windows 7 asset migrations.
• Responsible for moving 1500 company assets to new corporate domain using Active Directory.
• Installed software and hardware as needed to successfully upgrade all user assets.
• Performed tune-ups and patch updates when assets have already been migrated to Windows 7.
• Developed and optimized the deployment process by gathering and analyzing user feedback.
• Monitored deployment statuses and provided support to team members to resolve project concerns.
• Was given administrative rights to perform updates and install applications.

Internet Protocol Tier 1 Technician

Confidential, White Marsh, Maryland

Responsibilities:

• Represented Confidential in a professional and positive manner in all situations.
• Was responsible for supporting the National Sales team on all pre and post order account management on the Confidential National / Multi-Site Workplace product.
• Worked with field operation personnel to ensure customer satisfaction.
• Provided support for communicates with internal and external customers.
• Provided customer facing support to Commercial customers.
• Diagnosed customer issues through process of elimination by asking probing questions.
• Determined the appropriate solution based on diagnosis and executes the most logical fix providing verbal instruction to customer at a level of detail commensurate with customer PC knowledge and experience.
• Identified customer LAN issues.
• Troubleshooted customer connectivity including but not limited to: DHCP, RF, modem, router, or combination device (stability of equipment as well as configuration).
• Troubleshooted customer Email issues such as delivery problems, client configuration, and DNS problems.
• Activated, configured, while utilizing web space service.
• Provided, verified, and modified TCP/IP network settings.
• Reset and re-provisioned customer modems.
• Obtained, provisioned, added/deleted multiple IP addresses.
• Checked for outages by reviewing outage page for known problems and checked router. Notified the appropriate parties and advised the customers accordingly.
• Documented details of customer interaction by opening tickets in the trouble ticketing system, and recorded appropriate information in database.
• Assigned tickets to local market to dispatch service calls assigned to TSR2 for advanced troubleshooting.
• Identified areas for improvement of process and procedure, and provided feedback to supervisors.
• Exceeded business goals.
• Scheduled flexibility to cover 24x7 operations.