SUMMARY

An Information Technology specialist with over 10 years of professional experience within the fulfillment of roles encompassing tier 2/3 technical support, systems administration, I.T. Coordination and management. My background presents a wealth of professional and academic experience in supporting a variety of roles in relation to network administration, technical service and support lifecycles, helpdesk informatics, information security policy and development.

TECHNICAL SKILLS

• Confidential (Laptops/Desktops/Servers) Confidential Laptops
• Confidential Procurve Switches Confidential Video Conferencing & Motorola Q PDA Phones Teleconferencing Equipment
• Confidential PDA Phones Confidential PDA Phones
• Mitel IP phones Overland Storage Devices
• Android Smartphone’s Microsoft Surface Pro 2
• Android Tablets HP (Laptops/Desktops) iOS Devices Google/GSuite Applications Microsoft Office Suites (2003 - 2013) Citrix Mgmt Console v.10
• Microsoft Windows (2000-Windows 10 Nortel VPN Client
• MS Server 2000/2003/2008 ) Symantec Ghost
• Systems Management Server (SMS) NetMeeting
• CA Brightstor ArcServ Alloy Navigator
• Remedy Exchange 2003/2007
• IBM Lotus Notes 7 & Sametime UltraVNC
• Confidential Project Mgmt. Software Office 365
• GoToMeeting ArcGIS/AutoCAD/Revit/Microstation Installations
• Spiceworks Confidential KACE

PROFESSIONAL EXPERIENCE

Confidential, Washington D.C.

Senior Information Specialist

Responsibilities:

• Google/GSuite Administrator for over 40 end users.
• Deployment and administration of Spiceworks service desk ticketing system.
• Provision of Mobile Device Management administration utilizing Cisco Meraki for over 500 devices.
• Configuration of iOS devices utilizing Apple Configurator 2.
• Provision of employee training on new technology.
• Development of I.T. processes and procedures control documents.
• Provision of I.T. asset management and procurement.
• Plan, create and deploy security and device management policies.
• Provision of technical support on laptops, desktops and GSuite applications.
• Manage and administer mobile broadband service accounts.
• Development and deployment of I.T. security awareness training campaigns.
• Provision of I.T. Service management metrics and statistics.

Confidential, Washington D.C.

Tier III Technical Support

Responsibilities:

• Provision of contractual Tier III technical support for faculty, staff & executive departments.
• Implementation of standard operating procedures and processes based on ITIL best practice methodology.
• Management and oversight of 15 student personnel.
• Responsible for student interviews and hiring of student personnel.
• Audio/Video setup and support for campus programs and events.
• Assisted telecom technician with phone and voicemail support.
• Provision of staff and student employee training for in house service desk ticketing system.
• Provision of staff and faculty training on Google mail functionality and Google applications.

Confidential, Washington D.C.

IT Service Desk Technician

Responsibilities:

• Part time provision of 2 nd shift Tier 2 technical support within a Windows 7 environment.
• Experience with ServiceNow Helpdesk ticketing system.
• Installation and configuration of Confidential workstations and laptops.
• Provision of technical support on Mac OS X laptops.
• Attended profession training sessions for System Center 2012 Configuration Manager.
• Provision of patch management administration within the Confidential management appliance.

Confidential, College Park, MD

IT Manager

Responsibilities:

• IT Manager of two on campus housing communities at the University of Maryland.
• Successfully configured and deployed an open source systems management application for asset management and helpdesk services.
• Technical trainer and developer of technical training manuals and presentations for 45 end users.
• IT Manager of financial IT budgets for two site communities at the University of Maryland.
• Produced, presented and successfully implemented a variety of technical training seminars with regards to site IT Acceptable Use policy, security awareness policy and IT best practice.
• Provision of technical support for 45 end users encompassed within both sites.
• Manager of software and hardware asset inventory.
• Successfully implemented configuration and standardization of company workstations and laptops with regards to security configuration and application management.
• Maintained student lab workstations with regards to security configuration and application standardization.
• Experience supporting mobile devices, including smartphones and tablets.
• Successfully implemented site wide Social Media Policies and Administration
• Experience with Microsoft Office 365
• Windows 7/8 Experience
• Provision of part time I.T. consultation and training for new I.T. Management hire

Confidential, Washington DC

Tier II Support Specialist

Responsibilities:

• Provision of Tier II technical support within a network environment of 900 end users at Confidential Headquarters on a temporary contract.
• Symantec Ghost Imaging of Confidential Laptops and Workstations
• Provision of technical support of LAN network connectivity and wireless network.

Confidential, Lanham, Maryland

Systems Administrator

Responsibilities:

• Network administration within a Windows 2008 Environment
• Asset manager for company software & hardware
• Provision of technical support within a network environment of 35 end users
• Provision of technical support within a remote call center environment
• Accounts representative for the management of company mobile broadband devices
• Developed business process and security policy strategies

Confidential, Bethesda, Maryland

IT Support Specialist

Responsibilities:

• IT representative for two branch offices providing technical support, asset management, tape backups, new hire orientation & training for over fifty end users.
• Provision of IT management & support tasks under limited supervision.
• Knowledge of Comvault tape backup application.
• Provision of hardware imaging tasks with Symantec Ghost.
• Experience with Windows 7 operating system.
• Experience with Active Directory administration
• Experience with Alloy Navigator helpdesk ticketing system and asset management
• Experience with Windows 2008 server configurations, maintenance & rack mounted installations.
• Provision of general network hardware support in relation to cabling and rack mounted equipment.
• General administration of VOIP Mitel phone systems.
• Provision of after hour support for emergency requests and weekend off peak maintenance.

Confidential, Silver Spring, MD

Information Technology Specialist

Responsibilities:

• Windows Server 2003 network administration experience within an Active Directory environment.
• Experience in the creation of user accounts, organizational units and permissions management on a network of two hundred users
• Experience with voicemail configuration, maintenance & support.
• Experience with BrightStor Arcserv tape backup application
• General administration experience of Exchange 2003 & Exchange 2007
• Confidential video conferencing experience
• Confidential project management application experience
• Performed PC hardware builds and software configurations
• Provision of personnel training on Microsoft office applications, Confidential & Confidential functionality
• Experience with hardware server maintenance & support on Confidential servers and switches
• Asset tracking & management

Confidential, Laurel, MD

User Support Specialist

Responsibilities:

• I T representative for three branch offices
• Provision of technical support of Confidential workstations, laptops & various software applications
• Experience with Microstation, ArcGIS & AutoCad applications
• Experience with Veritas Backup Exec tape backup application.
• Provision of personnel training and end user support of Microsoft 2003 Office suite applications
• General Confidential support & server administration
• GoToMeeting webinar experience
• On call duty rotation experience
• Microsoft Outlook 2003 profile configuration and archive support
• Provision of software license and maintenance management

Confidential, Bethesda, MD

Principle Technical Support Specialist

Responsibilities:

• Tier 3 technical support representative at the U.S. Department of Patents & Trademarks
• Provision of call center technical support for escalated requests related to software application support
• Remedy ticketing system experience
• Evening call center dispatcher for desktop field support
• Active Directory administration in relation to user account permissions, password and organization unit configuration
• Remote support experience with Systems Management Server
• VPN account administration in relation to key Fob account and password resets
• Citrix administration server and remote support experience
• Experience with technical writing and documentation
• Provision of customer support to the general public in relation to the USPTO website database usage