SUMMARY

• Results - driven and accomplished professional wif extensive experience in all aspects of IT operations.
• Adept at formulating and executing software platform to drive business growth and advancement, as well as creating strategy to address areas for improvement.
• Effective leader, wif outstanding ability to guide and motivate high-performing teams toward teh accomplishment of organizational goals and objectives.
• Articulate communicator wif excellent capabilities to build and maintain positive working relationships wif all levels of teh organization.

TECHNICAL SKILLS

• Microsoft System Center Configuration Manager (SCCM) | LANDESK Management Suite | Citrix GoToAssist | LogMeIn | TeamViewer | Remote Desktop Connection | Juniper Pulse Secure | Cisco AnyConnect | VMWare vSphere | VMWare Horizon Client | Druva inSync | Skype | Microsoft Lync | Microsoft Office Suite | Confluence | CA Service Desk BMC Remedy | Symantec Endpoint Protection | Good Mobile Control | Acronis True Image
• Symantec Norton Ghost | Microsoft Active Directory | Microsoft Group Policy Management Console (GPMC) | KioWare | SecureCRT | IBM Tivoli | Time Sharing Option (TSO) | Citrix GoToMeeting | Java Runtime Environment (JRE) | Softphone Software | SAP | 42Gears Mobility Systems SureFox
• Servers, Desktops, Laptops, Thin Clients, Tablets, Smartphones, MiFi, WAPs, Personal Home Wireless Routers (WiFi), and RF Scan Guns
• MS-DOS, Windows 3.1x, 95, 98, ME, NT, XP, Vista, 7, 8, 8.1, 10, Windows Server 2003, 2008, 2012, and Mac OS X

PROFESSIONAL EXPERIENCE

C ertainT eed, W illiamsport, MD

Senior Desktop Support Engineer

Responsibilities:

• Provision of resolution to any questions, concerns, and issues raised by internal employees
• Troubleshooting for isolating and resolving any given issues
• Coordination of repairs from authorized repair personnel
• Collaboration wif teh Corporate IT Team on high-priority tickets
• Worked as part of teh Disaster Recovery Team to remotely support teh 16-different locations in teh Mid-Atlantic to address teh NotPetya cyberattack dat brought all Saint-Gobain operations to a halt in June 2017 n Efficiently interfaced wif senior plant personnel in implementing plan to resolve delay issues due to cyberattack disaster by expediting teh rebuild and recovery of corporate IT infrastructure, which prevented teh loss of company assets and generated savings on labor cost
• Provided detailed data towards troubleshooting SAP connectivity issues through SureFox Browser on Zebra MC9200 series wireless radio frequency (RF) scan guns to SAP server array on Business Network Infrastructure, as well as technical data and feedback for resolution of connectivity issues on Aruba wireless access points (WAPs) in 2.4 GHz spectrum
• Applied keen attention to detail in checking hardware, software, and network connectivity on Zebra MC9200 series wireless RF scan guns and conducting repairs when applicable, coordinating contractual return merchandise authorizations (RMAs), and collaborating wif teh Peak-Ryzex on advanced repairs of complex issues on Zebra MC9200 series wireless RF scan guns, which brought approximately $800 to $900 savings per repair to company n Assumed responsibilities in recording and monitoring all technical assets, developing trackers, maintaining updated trackers, and supporting business and industrial networks

Confidential, MD

Desktop Services Technician

Responsibilities:

• Facilitated training to Night Shift Team as team leader, to keep team abreast of teh newest standards, procedures, maintenance schedules, outages, and current statuses of issues and resolutions n Made use of phone, chat, and email in providing first contact resolution and addressing questions, concerns, and issues of internal employees, contractors, independent sales organizations (ISOs), and international members n Collaboratively worked wif incident manager, on-call technicians, and teams to resolve issues on open high-priority tickets n Enlightened managers and standard users on how to utilize IT service request system in requesting additional permissions, applications/software, account creations, and other changes for new and current users n Rendered further support through installation of approved applications/software, while facilitating training and references to maintain end-user operations following grant of access
• Expertly troubleshot business and personal desktops, laptops, thin clients/virtual desktop infrastructure (VDI), tablets, smartphones, MiFi, and personal home wireless routers
• Utilized various remote access and administration software, such as LANDESK Management Suite, Citrix GoToAssist, LogMeIn, and TeamViewer to resolve remote location end-user software-based issues around teh world n Educated users on how to connect to teh company’s virtual private network (VPN); Electronic Federal Tax Payment System (EFTPS) through a separate VPN; virtual desktop infrastructure (VDI) through their assigned RSA hard/soft tokens on their personal or assigned business desktops, laptops, thin clients, tablets, and smartphones by utilizing Juniper Pulse Secure, Cisco AnyConnect, and VMWare Horizon Client software or applications for mobile devices n Demonstrated expertise in performing teh following initiatives:
• Recreation of master file table (MFT) to restore proper functionality of new technology file system (NTFS) partitioned Microsoft Windows-based operating systems;
• Utilization of data recovery and destruction methodologies; and
• Installation, uninstallation, repair, reconfiguration, and modification of various initialization (INI), batch (BAT), system (SYS), extensible markup language (XML) files, registry values and pathing edits dependent on software capabilities as established by vendor towards specific functionality requests
• Implemented software images on desktops and laptops using various mediums and methods to improve process and maximize efficiency of computers to individuals and departments n Optimized end-user performance to maximize end-user productivity, translating into a higher work output and generating teh company more money wif reduced downtime/delays; while maximizing overall efficiency

Technical Specialist

Confidential

Responsibilities:

• Complied wif IPTS Wiki v2.0 and MyRT procedures in utilizing Payeezy Gateway and BusinessTrack n Fulfilled expanded duties such as troubleshooting web browsers and operating systems; recognizing required and missing applications; and resetting various passwords of non-merchant and internal representatives through North Mainframe and IBM Tivoli
• Rendered effectual support in enrolling, logging in, locating, scheduling, charging, voiding, and refunding tasks to customers
• Instructed individuals on teh utilization, reconfiguration, function, and capabilities of company systems

Technical Specialist

Confidential

Responsibilities:

• Stayed abreast wif MyRT and clover knowledge base procedures n Provided expert solutions on cable and Wi-Fi network connectivity n Conducted on-teh-spot training of Clover system and web dashboard
• Accomplished key responsibilities including clover system activation; application education; inventory assistance and guidance; tip adjustments; rates and fees clarification; supplies and replacements requests; and tickets documentation