SUMMARY:

My goal is to secure a position in a company where I can grow and expand with the company while expanding my knowledge in the field of Information Technology at the same time.

SKILLS:

• Proven ability to Manage, Lead and Train others
• Ability to persevere over impossible obstacles to meet goals
• Strong Knowledge of all Windows Operating Systems and MMS servers
• Strong Knowledge and understanding of modern network topology
• Strong Knowledge of current routing and switching protocols
• Configuring DNS, Active directory, and Group Policy
• Configuring Microsoft Outlook and Exchange Server
• Setting up, Configuring and troubleshooting Small to Medium size Networks
• Setting up, configuring and troubleshooting Application Servers and client software
• Excellent customer service skills and phone skills

WORK EXPERIENCE:

Confidential, Bel Air, MD

Senior System Support Analyst - Team Lead

Responsibilities:

• Provide 1st level and Provide 2nd level remote desktop, laptop, server, and general network support to all SSA satellite offices all over the world.
• Night time Team Lead supporting 10 technicians
• Configure and Support MMS servers and Exchange Servers
• Configure and Support Microsoft Exchange and Active Directory
• Configure and Support Microsoft Outlook and Communicator
• Configure large Windows Migrations for satellite sites around the world
• Configure Ghost Unicasting and Multicasting for small and large scale sites
• Self - dispatch Dell and HP parts to fix hardware issues for Desktops, Laptops, Servers ect

Confidential, Baltimore, MD

Computer / Network Technician

Responsibilities:

• Diagnosing all hardware and software problems within 10 minutes to give customers an exact estimate for repair. (company policy and they were very strict about enforcing this)
• Cloning drives using Ghost, True Image, Disk copy and etc
• Repairing damaged master boot records after cloning
• Hardware Replacements (LCD screens, Motherboards, Power Supplies, CPU s etc...)
• Performing data recovery on damaged and reformatted drives.
• Trouble shooting any and all kinds of local and network problems
• Setting up and configuring MMS servers
• Performing Onsite repair for residential and commercial clients

Confidential, Aberdeen, MD

Help Desk Manager \ Senior Network Technician

Responsibilities:

• Network Administrator of small network consisting of MMS servers and multiple webservers
• Managing and providing assistance to all Technical Support Reps
• Creating and introducing new training material as well as troubleshooting philosophies to call center reps upon being hired
• Made sure all employees received up to date training on new or changing technology
• Created and maintained a profitable plan to back up all our clients data to the FTP server located and our disaster recovery facility upon being hired
• Basic programing and redesigning 2011 and 2012 releases of ChurchPro Accounting software
• Implemented web based ticketing system and remote desktop support upon being hired
• Updated, configured and maintained company website daily
• Creating Sales, Technical Support, and Training Documents
• Provide Remote support to clients

Confidential, Owings Mills, MD

Help Desk Support Analyst - Team Lead

Responsibilities:

• Team Lead for team in an inbound/outbound call center of 300+ phone representatives
• Installing, configuring, and supporting proprietary software applications and peripheral devices in a local, network, and web based environment.
• Provide 2nd level support - highest level of PC support Chain Support working directly with software developers to resolve problems
• Walking around and assisting help desk reps while there on call providing on the spot training and assistance
• Setting up and configuring application servers in large network environments
• In charge of training all new hire employees in training classes of 20 to 30 people
• Giving presentations of software application to groups of 50+ sales reps
• Traveling around the country to train outsourced call center reps or 20+ people
• Technical Writing and drafting of Training Documents
• Beta testing
• Disaster Recovery Testing

Confidential, Maryland & Pennsylvania

Network Field Technician

Responsibilities:

• Travel to Confidential locations across Maryland and Pennsylvania
• Work and Successfully Complete Universal Power Supply Upgrade with Electrician
• Power down the Stores Device Rack
• Power up the stores device rack and troubleshoot any problems with devices
• Connect the device rack to the new UPS
• Document this procedure along with other events using a digital camera
• Test VoIP phones, shopping carts, cash registers etc .
• Work with Deployments Solutions Support Desk to do critical device testing