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It/av Production Specialist Resume

Rockville, MD

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

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