SUMMARY

• Experienced Desktop Engineer with strong customer service experience providing Tier I, II, III and IV support to customers in retail, service industry, and medical research environments.
• 10+ years of I.T. experience that includes Windows OS, desktops, laptops, mobile devices, MS Office Suite, VPN, and printers/fax connectivity.
• 7+ years in setting up laptop/desktop work stations for new clients including re - imaging work stations and creating accounts for new clients, in multiple locations and environments.
• Project management of OS and Application upgrades (eg Win10 / O365 migrations).
• 5+ years of Microsoft Exchange experience, Active Directory experience, and with printers and print servers.
• Able to work under pressure, manage staff (direct and indirect), handle multiple demands, and set priorities.

TECHNICAL SKILLS

Operating System/platforms: DOS, Microsoft Windows 7/8/10 & Apple OS.

Applications: MDT, MS Office Suite, Active Directory, Heat, Connect Wise, Adobe Suite, LanRev, Unicenter, Kaseya, & BigFix

Hardware: Hubs, Cisco routers, switches, Dell\HP\IBM - machines

Devices: Blackberries, iPhones, Droids, Ipads, and other Tablets

Remote Connections: PC Anyware, Bomgar, Go to Assist, RDP, LMI, GTMPC and VNC

Others: VPN, VoIP, Symantec Anti-Virus & Ghost, Alteris, Citrix, RSA Security ID Token, Druva, BitLocker

PROFESSIONAL EXPERIENCE

Windows Systems Engineer

Confidential, Rockville, MD

Responsibilities:

• Project Coordination, Office 365, Win10, Collaboration, Schedules, Timelines, creating Charters
• Assist testing team, focused on the review of new Win10 images for regression and integration testing purposes as part of the O365 program team. Implemented plans to roll out Windows 10 (four-part phase that included working with GPO team).
• Performs technical planning, system integration, verification and validation; evaluates alternatives including cost and risk, supportability and analyses for total systems.
• Analyses are performed at all levels of total system product to include: concept, design, fabrication, test, installation, operation, maintenance and disposal.
• Ensures the logical and systematic conversion of product requirements into total systems solutions that acknowledge technical, schedule, and cost constraints.
• Performs functional analysis, timeline analysis, detail trade studies, requirements allocation and interface definition studies to translate customer requirements into hardware and software specifications
• Capture and created Win10 Images for laptops, desktops, and tablets using MDT.
• Manage Windows Updates (Security, Critical and Malicious) using WSUS.
• Create software packages to be deployed and installed using BigFix or LaRev.
• Create package in BigFix and LanRev to uninstall software and\or applications (i.e. remove old security client, Java, iTune, etc)
• Manage Druva backup by creating accounts, assistance in recovering backups and monitoring VIP accounts.

Field Engineer (Tier IV)

Confidential, Gaithersburg, MD

Responsibilities:

• Project coordinator for a number of assigned projects that include but not limited to work station moves, server room clean up, and migrations (Win7 migrations).
• Install\upgrade servers, switches, hubs, and work stations for customers throughout the DMV tri-state area
• Monitor\resolve remotely all server issues reporting in by Connect Wise (e.g. Server showing offline).
• Remote into servers to perform maintenance and review: HDD size/ utilization
• Install\replace network printers including adding it to the print server with its static IP.
• Create reports at the end of the day on completed, new, and ongoing tickets and develop action plans for mitigation.
• Create folders in file server requested by users with special permissions.
• Create documentations that explain and contains step-by step instructions on installing certain software.

Onsite Senior Engineer

Confidential, Rockville, MD

Responsibilities:

• Project Coordinator Bitlocker migration project.
• Attend to every user in need of any IT related issues.
• Run backups every Fridays and replace tapes, and assist network team in setting up routers and configuring.
• Procurement coordinator for inventory and lifespan management.
• Setup user with remote access on their machine to be able to work from home (full time users).
• Install\replace network printers including adding it to the print server with its static IP.
• Create reports at the end of the day on completed, new, and ongoing tickets.
• Setup work stations and create accounts in AD for users (laptop\desktop, monitor, mouse, keyboard, printer, etc.).

Desktop Engineer

Confidential, Rockville, MD

Responsibilities:

• Refresh/replace old machines with new imaged machines, including installations of Windows 7 for app users
• Manage incoming help request from end users via telephone, e-mail, and in person.
• Image/update all computers in stock to keep systems updated.
• Manage tickets in queue and updated users daily, including escalation issues in a timely manor from helpdesk.
• Install any hardware/software required for work use.

Systems Engineer

Confidential, Washington, D.C.

Responsibilities:

• Resolve any application problems by remotely going into the computers and research the issue.
• Provide excellent customer service support in a professional manor.
• Mandle incoming help request from end users via telephone, e-mail, and in person.
• Keep track of all Loaner computers by creating tickets to which it has been loaned to and for how long users need it for.
• Create/update user accounts in Active Directory.
• Image/update all computers in stock to keep systems updated.