SUMMARY:

Proven leader and team - builder with a deep focus on customer needs; dedicated to sharing that focus throughout an organization; highly experienced in key performance indicators, workflows, asset inventory and configuration with outstanding organizational, administrative and time management skills.

AREAS OF EXPERTISE:

• IT Operations Help Desk Support
• Symantec Endpoint System Deployment
• Conference/AV Support Customer Service
• Office Management Computer Hardware
• Remote Desktop Office Administration
• Active Directory Application Support

TECHNICAL SKILLS:

• Windows 2000/ME/XP/Vista/Win. 7/8.1/10
• MAC OS X 9 - 10.9
• Windows 4.0/NT
• Novell NetWare 6.5
• UNIX/C, DOS 5.0/6.2
• JCL for TSO/VTAM
• MVS, JES2
• CICS Database Languages
• Oracle Financial-DBA
• INFORMIX RDBMS
• Multiplan FDBMS
• DBASEIII+
• Internet (HTML)
• Microsoft Active Directory / AD
• Software
• ACT
• Access
• Adobe CS6
• Adobe Designer XI
• PhotoShop
• MSProjectMSOffice 2003 - 2013
• WordPerfect
• Lotus SmartSuite
• CaLANder
• Paradox 7.0
• QuarkXPress
• AmiPro
• Lotus 1-2-3 (Windows)
• Illustrator
• MSPublisher
• CorelDraw 7
• Corel Photo Paint 7
• Harvard Graphics, Picasa 7.0 iManage iFile iPhoto
• PageMaker
• PowerPoint
• Astound 4.0 for Windows
• Print Master Plus Graphics/Freelance
• Visio
• Movavi Video Suite 12Picasa 4
• Visio
• TransPro (Encode/Decode)
• Bitlocker Drive Encryption
• Credant (CMG) Encryption
• Symantec Endpoint Encryption
• SYBASE
• MSOutlook / Lync 2013
• FrontPage
• Flash 12.7
• JAVA
• Citrix Receiver
• LogMeIn
• DameWare
• VMWare Service Manager v9.1.5
• ESX / vSphere / VDI
• GoverLan v7
• Procomm Plus
• Confidential Remedy v8
• HEAT 8.4 Call log
• Ghost Imaging
• Blackberry Desktop Software
• SCCM / Landesk
• Bomgar v12.2.1

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

IT/AV PRODUCTION SPECIALIST

Responsibilities:

• Assigned to Office of Workforce Solutions (OWS)
• Managed approximately (50 - 60) audio-visual request per day
• Managed AV services for 3-5 conferences consisting of (75 - 150) persons each.
• Documented and updated inventory such as serial number, model and location of machine, etc. using SCCM
• Quality oversight, scheduling, coordination and conflict resolution for audio-visual services
• Managed team of (6) contracted audio-visual technicians.
• Provided telephone, email and personal based Service desk support.
• Asset inventory and configuration of Desktop/Laptops to OS: Window 10 and Microsoft Office 2016
• Outstanding fast-paced technical and customer service skills.

Confidential, Bethesda, MD

DESKTOP TECHNICIAN/NETWORK SUPPORT TECHNICIAN

Responsibilities:

• IT Support Lead for Conference rooms/Resource Libraries and Team Rooms
• Daily interaction with support teams, including, VTC, Training, and ORO
• IT meeting support technician assignment and facility walk-thru to confirm room configuration.
• Pre-meeting support to include user contact to confirm meeting specifications or modifications, as well as post-meeting follow-up
• Asset inventory and configuration of Desktop/Laptops to OS: Window 7 and Microsoft Office 2013
• Confidential Remedy ticket assignment and queue maintenance
• Asset inventory/logistics control
• VoIP Polycom configuration for user(s) desktop
• IT Support configuration for onsite conferences and meetings
• Efficient and productive while working under tight time constraints
• Perform user support and quality control on a daily basis.
• Perform user pre-migration HW/SW assets management survey.
• Disk encryption of configured inventory prior to deployment
• User application training for Microsoft Office 2013, Lync 2013
• Responsible for Quality Control and Assurance for all post-move activities
• Excellent oral and written communication skills.

Confidential, Washington, DC

IT SPECIALIST/WINDOW 7 DEPLOYMENT TEAM

Responsibilities:

• Confidential Remedy ticket assignment
• Asset inventory/logistics control for scheduling and tracking of incoming/outgoing system
• Active Directory group/user preparation for Win. 7 migration
• Controlled security issues with user accounts including password resets and locking/unlocking users and group OU policy changes. This also includes account creations and deletions.
• Manage Configuration Management for new Groups, User, License Pools, and permissions
• Perform user pre-migration HW/SW assets management survey.
• Perform remote user support via Confidential HDX and Bomgar RDC.
• Asset inventory and configuration of Desktop/Laptops for migration deployment for 3580 Confidential locations
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Perform user application support for Microsoft Office 2010, Adobe Acrobat Pro, MS Project, MS Visio, Quality Control and Assurance post migration.

Confidential, Washington, DC

IT SPECIALIST/WINDOW 7 DEPLOYMENT TEAM LEAD

Responsibilities:

• Team lead for 8 -10 deployment/user support technicians
• Active Directory group/user preparation for Win. 7 migration
• Manage Configuration Management for new Groups, User, License Pools, and permissions
• Perform user pre-migration HW/SW assets management survey.
• Perform user beta test in preparation for agency XP to Win.7 migrations.
• Asset inventory and configuration of Desktop/Laptops for migration deployment of 980 HQ users
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Perform user application support MS Office 2007 - 2010, Lotus Notes, Quality Control and Assurance post migration.

Confidential, Silver Spring, MD

IT SPECIALIST TECHNICIAN

Responsibilities:

• Monitors Automated Surface Observation System (ASOS) service desk operations and performs resolution or escalation of tickets to field service technicians based on SOP.
• Tracks IT Management key performance indicators on a daily basis, such as the number of incidents, mean time till resolution, mean time between failures, incidents trends, number of changes, successful changes, etc.;
• Provides telephone and email based Service desk support on an 24/7/365 Shift basis
• Stays abreast of changes to all major Telecommunications Operations Center applications, business workflows, and changes to operating systems that may affect the user community
• Assign ticket priority based on complexity and time resolution
• Generates and archiving Aircraft Incident Process

Confidential, Washington, DC

DESKTOP/HELPDESK SUPPORT TECHNICIAN - TIER II

Responsibilities:

• Performed user pre-migration HW/SW assets management survey.
• Performed user pre-migration survey in preparation for XP to Win. 7 migrations.
• Resolved inquiries and issues via remote and telephone for Foreign Agriculture Service officers
• Activation, configuration and support of Blackberry devices for deployment to users.
• Asset inventory tracking and configuration of Desktop/Laptops/Tablets for migration deployment to 980 HQ and 1200 remote users.
• Provide support for applications Microsoft Office XP, Outlook, IE9, and other installed software applications on Windows XP operating system.
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Asset inventory and system preparation for decommission of equipment.
• Ensured compliance with applicable security and property accountability requirements.
• Knowledge Base update on Confidential Remedy for resolution of issues.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops.
• Preparation of AV systems for remote video teleconferencing and web streaming.
• Efficient and productive while working under tight time constraints
• Adaptable to unscheduled interruptions and changes to meet SLA requirements
• Excellent oral and written communication skills.

Confidential, Silver Spring, MD

PRINCIPAL ASSISTANT/MANAGEMENT TECHNOLOGY SERVICES

Responsibilities:

• Coordination of staff report development for presentation to Montgomery County Planning Board.
• Management of commission fleet tracking.
• Provide support as a user for applications Microsoft Office 2007, Movavi Video Suite 10, Picasa 3, Outlook, IE9, and other installed software applications on Windows XP operating system.
• Assisted Marketing Dept. with video modification, editing and production to include distribution.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
• Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates’ information to Planning Director.
• Assisted in desktop support upgrades to include A/V set-up and installation.

Confidential, Bethesda, MD

DESKTOP/HELPDESK SUPPORT TECHNICIAN - TIER II

Responsibilities:

• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
• Provided remote and telephone assistance to users via GoverLan and DameWare based on requirement.
• Provide support for applications Microsoft Office XP, Outlook, IE8, and other installed software applications on Windows XP operating system.
• Inquiries and issues resolved during initial contact with client.
• Respond to complicated user questions on a variety of software packages and local area network issues.
• Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Configuration and hardware upgrades of IT systems for unit deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provides support for Confidential. Troubleshoots smart card readers, middleware and PKI (Public Key Infrastructure) Certificates.
• VPN configuration for remote users.
• Provided network cabling installations and modifications as required.
• Preparation of AV systems for secured video teleconferencing and web streaming.
• Mobile Device (Blackberry) configuration to include activation, soft reset and data backup/restore
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Knowledge Base created/updated on Confidential Remedy for resolution of issues.
• Performed data migration, configuration and disk encryption of XP systems
• Excellent oral and written communication skills