SUMMARY:

• 25 plus years of expertise in the field of: Information & Computer Technology. My goal is to be gainfully employed with longevity, I possess above average technical expertise and excellent customer service troubleshooting skills and forward thinking. I’ve utilized these skills in the private, as well as the government sectors. I attain new technologies very quickly and communicate ideas effectively.

TECHNICAL SKILLS:

Software Products: Microsoft Office Suite (2003 - 2013) Microsoft Live Meeting, Microsoft Office Publisher 2013, Windows Operating Systems (XP - Windows 8) Microsoft Management Console 6.1, Adobe Acrobat, Internet Explorer, Altiris (Software Portal), Lotus Notes 8.5, Oxygen 12.1, Empower ID Management 2010 R1 Console (web based) 508C (Visual & Hearing impaired) Jaws for Windows, Dragon Naturally Speaking, Zoom-text, NextTalk, Dell Kace imaging software

Remote Access: LogMeIn Rescue 7.4.2170 (web based), Carbon Copy, Proxy Pro Master, Net-meeting, Sametime Connect 8.0, VPN, Cisco IP/TV, AT&T Dialer, Citrix, Bomgar, Avaya Site Administrator 5.2 One-X Communicator 6.0, Blackberry Desktop Software, GoToAssist Corporate v 10.2, Go to Meeting conferencing software LANDesk Management Suite 9.5(web-based)

Call Tracking: Numara Footprints 9.5, Remedy, Heat, IQ Track, Track-IT 10.5, IManage, DART, HP/Peregrine Service Center, House on the Hill Manage Engine Service Desk Plus (web based), BMC Service Desk Express (web based) Maximo 7.5.1 Production (web-based)

Telecommunication: Cisco Teleconference, Polycom & Tandberg video cameras, MGC Manger (Web based) Share Point, Symantec Ghost, SCCM, Cisco Jabber, VPN, WebEx, Skype, Guardian Edge Technologies, McAfee Endpoint encryption software, Bit locker encryption software Avaya Site Administration 5.2, Join.me app (web based) CrossLoop 2.82 (web based) GoToAssits (web based) Ploycom phones (VVX500)

Hardware: Desktops/laptops Dell, IBM (Lenovo), HP, Gateway, Toshiba, IPad, IMAC, Wyse, HP Thin client terminal (s)Peripherals HP, Brother, Kyocera, Nortel Network switches. Maxxar server (Installation/de-Installation connection of fiber/LAN cables) WOWs (workstation on wheels)Topaz Signature Pads (LBK462-ITSB-R), SyStore HDD duplicator deviceCard Scanner (Scanshell 800DX) Digital Persona finger print scanner:

Copiers: Canon, Xerox (Work Centre), Sharp (MX-M904/MX-M105\MX-M120), HP LJ (700 MFP M775 Color) Konica Minolta (C630)

Video Teleconferencing: ISDN & IP, Picturtel, Polycom, Tandberg, Cisco, Crestron Control Module, AMX Control Module, Video projectors (In-Focus, Dell, NEC) Telecommunication Avaya Phone System, Cisco VOIP 7970, 8945CP series, Mitel 5930 VOIP phones, Cisco, AlcTel, Polycom audio conferencing devices

PROFESSIONAL EXPERIENCE:

Confidential, Hunt Valley, MD

I.T. Desktop Support Consultant 

Responsibilities:

• Support of upgrade/rollout of the Confidential and its affiliates of their computer systems. .
• Install/de-install HP T610 (ww) / T620 thin clients and laptops via WoW (Workstations-on-Wheels) carts throughout the UMMS hospital facilities.
• Upgraded wireless laptop computers for Upper Chesapeake Medical Center.
• Surveying of WOW (workstations-on-wheels) and/or desktop thin clients to ascertain the number of computers/laptops that need to be upgraded via scripted batch file.
• Imaging of collected thin clients via colleagues to return out to designated work areas.
• Coordinating with doctors and/or nurses of best time to upgrade systems

Confidential, Baltimore, MD

Sr. IT Desktop Support Technician

Responsibilities:

• Fielded various hardware/software calls via ticketing systems in a Windows XP/7 environment.
• Assisted MTA employees with installation of COTS software/hardware and peripherals.
• Assisted with removing of viruses and/or Malware from customers computers
• Worked with vendor (HP/Dell) to schedule on-site repairs and/or ordering replacement parts for warranty and/or new equipment
• Serviced desktops and peripherals in the Confidential offices and remote locations
• Image, setup and configuration of HDD and PC for end-user who are new to MTA and/or being upgraded via desktops.
• Kept inventory of equipment on hand for the site server.
• Assisted network group with tracking down IP conflicts.
• Paradigm breaking to resolve tickets and /or projects

Confidential, Columbia, MD

IT Helpdesk Support Technician

Responsibilities:

• Prepared and deployed laptops and desktops for Shimadzu Scientific Instruments.
• Windows re-fresh and data migration of leased computers
• Created instructional documents for employees to install software.
• Imaged laptops and/or desktops with Windows 7 OS for current and/or new employees
• Work with vendor (HP/Dell) to schedule on-site repairs and/or ordering replacement parts for warranty and/or new equipment.
• Consolidated/organized IT room for deployment of computers and equipment.
• Serviced laptops/desktops and peripherals in the office.
• Assisted end-user clients with computer and/or network issues via track-it ticketing system or assigned via supervisor.

Confidential, Linthicum, MD

Desktop Support Technician

Responsibilities:

• Assisted with removing of viruses and/or Malware from customers computers
• Conducted installs, moves, and/or changes (IMAC) for S3 end-user community.
• Imaging/Re-imaging of computer equipment for new and/or transferring staff.
• Deployment and/or relocation of equipment for staff in the various departments of S3.
• Connection of new users in the wiring closet, enabling customer to have access to the network.
• Servicing of laptops/desktops and peripherals in the S3 environment.
• Encryption and decryption of laptops.
• Refresh, upgrade, Backup and downloading of customers’ files and documents in a Windows 7 environment.
• Trained and instruction of software pertinent to the S3 departments job function
• Imaging of laptops/desktops for new customers coming onboard for S3.
• Coordination with vendors for equipment/replacement equipment deliveries and/or supplies for the office.
• Daily End of Day (EOD) report to supervisors.
• Daily upkeep of printer and equipment inventory.
• Managed progress various projects that are assigned.