SUMMARY

• Goal - oriented professional with a capacity to analyze tasking from concept through execution.
• Proven ability to manage customer expectations, delegate staff responsibilities, and balance changing priorities
• Extremely adaptable performer with a commitment to achieving personal, team, and organizational objectives
• Strong communication and strategic thinking abilities.
• Decisive leader, able to resolve problems in a proactive and efficient manner.
• Extensive experience providing technical support to all staff levels and leading projects and publishing standard templates, deliverables, and shared folders filing system and managed the IT.

PROFESSIONAL EXPERIENCE

Confidential, MD

Lead Desktop Deployment Technician

• Successfully lead the refresh deployment project to effectively replace user old laptops, desktops, workstations, and netbooks with newer updated equipment.
• Close and update all refresh and incident trouble tickets in HP Service Manager 7 ticketing system.
• Deliver new computer systems such as HP Probook 640 G1, HP Zbook 15 G1 Mobile Workstation, HP Zbook 17 G1 Mobile Workstation, HP Elitedesk 800 G1 Tower, HP Z440 Workstation, Apple MacBook Pro 13.3 Retina, Apple MacBook 15.4 Retina, Apple MacBook Air 13, Apple iMac Retina, Dell Latitude E7250, & Dell Latitude E7450, to the appropriate customer workspace for installation.
• Uninstall old computer systems such as HP Probook 6560b, HP Elitebook 8560W, HP Z400 Workstation, Lenovo ThinkPad T420, Lenovo Thinkcentre M81, Apple iMac, Apple MacBook Pro 13.3, & Apple MacBook Pro 15.4 before installing new computers and applications.
• Utilize internally developed tools and processes to migrate user data and applications from old computers to new computers.
• Perform client side troubleshooting per established processes.
• Package and remove old computers for surplus processing.
• Update property documentation for new and old computers.
• Interface with on-site customer leadership and deployment team members as required.
• Monitor and ensure progress is recorded by preparing and submitting scheduled status reports to Refresh Coordinator.
• Map client to shared network drives via editing login scripts.
• Install and test Juniper Junos Pulse VPN client to ensure all users are able to work remotely on new computer system.
• Install all user network and non-network printers onto new computer.

Confidential,Washington, DC

Customer Support Center Coordinator Tier I/II Helpdesk

• Utilize Footprints ticketing system to create trouble tickets for all user Incidents, Questions, and Requests.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, over the phone, or email.
• Create and update tickets sent to DC Customer Support Center inbox in Microsoft Outlook.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Assist with employee relocation of all pcs, peripherals, and equipment upon request.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.
• Maintain asset management over CFTC equipment via Scan Asset.
• Assign and unassign hard and soft tokens with Entrust.
• Assist users with remote access client, Cisco AnyConnect, in order to allow users to use VPN.

Confidential,Irvine, CA

Field Engineer

• Support System Performance and RF Engineers in evaluating and improving areas of poor coverage by identifying system performance problems (dropped calls, static, and interference) on the Baltimore/Washington and Richmond/Norfolk Sprint Network Vision Project.
• Develop cellular network solutions based on the customer's growth plans, capacity constraints, new features and technologies.
• Collect all drive data to optimize the network and reduce lost calls and ineffective attempts and increase throughputs and connections.
• Utilize current and new troubleshooting skills to effectively diagnose and resolve most software and hardware issues.
• Assist in implementing solutions and providing reports in a timely manner.
• Effectively use company vehicle to drive to customer cell tower sites to troubleshoot call and data strength.
• Utilize various software programs such as QXDM, Wireshark, Filezilla, Street Atlas, and various command prompt scripts on Lenovo ThinkPad T530 laptop to effectively diagnose, troubleshoot, and upload data at customer cell tower sites.
• Become familiar with working on cell tower sites that utilize 800 MHz, 1900 MHz, and 2.5 MHz LTE band technologies as well as iDEN and 3G CDMA technologies.
• Effectively communicate with troubleshooters using TeamViewer remote desktop software for assistance with all hardware and software issues encountered with either the Lenovo ThinkPad T530, the Samsung Galaxy S4, or the customer cell towers.
• Utilize Google Sheets to effectively track time, mileage, and any issues experienced during troubleshooting on customer cell towers.
• Conduct download and upload speed tests on Ookla Speedtest website using Google Chrome, Internet Explorer, or Mozilla Firefox to find optimal location for successful troubleshooting.
• Send email of Site Shakedown Reports to customers via Microsoft Outlook Web App Exchange server to inform them of the end results of troubleshooting cell towers along with any problems encountered during testing.
• Perform Service Assurance work on all radio interface network elements. Interpret the alarm conditions on the network to proactively identify and implement repairs and restoration plans to ensure minimal service disruption and impact to customer.

Confidential,MD

Lead Field Technician

• Image multiple notebooks, desktops, and workstations to specified image using Symantec Ghost and Microsoft Deployment Tool softwares in warehouse and on site out in field.
• Configure various HP, Lenovo, and Dell desktops, laptops, netbooks, docking stations, and workstations using various software programs such as StopTheft, Altiris Deployment Agent, Lightspeed Systems Manager, SCCM Client, Microsoft System Endpoint Protection, Juniper Junos Pulse, and Absolute Computrace Theft Deterrent to customer specifications.
• Effectively respond to service tickets using AutoTask Ticketing System and or calls to various schools within the Board of Education Baltimore County Public School System.
• Escalate unresolved tickets to proper servicing infrastructure.
• Possess ability to drive company van to make service deliveries of HP and Lenovo notebooks, desktops, workstations, and or docking stations to customers within Baltimore County and Baltimore City Public School Systems.
• Utilize current and new troubleshooting skills to effectively diagnose and resolve most software and hardware.
• Troubleshoot and attempt to resolve most typical software and hardware issues in the field in response to service calls and or tickets.
• Effectively install and perform quality check on all HP Prodesk 400 desktops, docking stations, workstations, and notebooks delivered to schools to ensure maximum quality standards have been met.
• Repair and replace various major and minor hardware components such as motherboards, keyboards, touchpads, hard drives, and Wi-Fi antennas on devices that include, but are not limited to: HP Prodesk 400 Desktops. HP Elitebook Revolve 810 G2 Laptops, HP Elitebook Folio 1040 G1 Laptops, HP ZBook Laptops, HP Z230 Workstations, Lenovo ThinkPad T440 Laptops, Lenovo ThinkStation D30 Workstations, Dell Latitude Netbooks, and Dell Dimension Desktops as needed and or required.
• Effectively create ethernet network connections using various Linksys hubs, routers, and switches to connect various Dell Latitude netbooks to Baltimore County Public Schools network.
• Utilize knowledge of TCP/IP fundamentals such as IPv4 and IPv6 Multicast to image multiple devices at one time.

Confidential,Alexandria, VA

Senior Protective Security Officer

• Act as an effective loss prevention agent.
• Maintain swift alarm response to any emergency situation
• Provide threat deterrence to client construction site.
• Assist site supervisor in making regular patrols and penetration tests to ensure readiness and vigilance of all officers at their posts.
• Maintain effective access control at mobile checkpoint on foot and in company vehicle.
• Keep detailed logs of all visitors requesting access to client site.
• Provide quality customer service when necessary.
• Assign all officers to their posts at beginning of shift.
• Prevent theft of client property and or merchandise.
• Make regular patrols of client facility.
• Effectively screen all visitors requesting access to client site via mobile checkpoint.
• Assist shift supervisor in making physical surveys of various site access points to ensure prevention of unauthorized access.
• Act as a backup operator in the control room area when necessary.
• Regularly update desk journal with occurring events during shift.
• Maintain proper camera surveillance at client site through the usage of CCTV.
• Utilize Microsoft Sharepoint, Outlook, and Active Directory to effectively communicate with superiors and upper management on multiple Windows 7 PCs to provide updates on shift and site safety status.
• Effective assign RSA tokens upon management approval and request.
• Create patrol trouble tickets with OTRS ticketing system.

Confidential, VA

Flex Officer - Multiple Contracts

• Regularly patrol client facility and or man assigned post as instructed.
• Must be extremely flexible and available at any given time for any shift with little to short notice.
• Serve as a general security presence and visible deterrent to crime and client rule infractions.
• Effectively detect suspicious activities and watch for criminal acts or client rule infractions at or near assigned post which may be a threat to the property, client or employees at the site.
• Report all incidents, accidents or medical emergencies in daily log and or shift activity report.
• Actively conduct effective crowd control when necessary during event security settings.
• Respond to emergencies, such as medical and bomb threats; and to alarms, such as fire and intrusion by following emergency response proceedings.
• Effectively perform any and all administrative and or clerical duties upon request by site client.
• Maintain strong vigilance in loss prevention.

Confidential,Washington, DC

Barista/Server

• Educated guests of the various flavors of coffee and drinks available.
• Regularly dispensed all of the wastes and trash surrounding work area and entire store as needed.
• Provided excellent quality customer service.
• Used various attractive techniques while making the coffee for an aromatic response.
• Garnished the coffee with various tasty materials like lemon, cream, etc., depending on the order or upon request.
• Efficiently handled the cash register and follow all cash-handling procedures.
• Coordinated with other baristas to ensure that the right coffee is placed in front of the right customer.
• Maintained proper hygiene both at the counter and also around the entire restaurant while on duty.
• Kept the coffee machines, tables in dining area, and work area neat & clean.
• Replenished all materials and merchandise as needed.
• Greeted guests as they enter restaurant and assist with taking their orders.

Confidential,Baltimore, MD

Security Officer - Alarm Respondent

• Protected assigned clientele.
• Routinely performed patrols to verify safety of facility for assigned clientele.
• Retained a detailed log of concerns, hazards, & issues found during patrols.
• Maintained control over access to client facility by screening visitors, employees, & contractors to expedite admittance to facility.
• Act as proper security escort upon client request.
• Be able to quickly respond to any emergency situation when necessary.
• Act as an effective hall monitor when necessary.

Confidential,MD

Security Officer - Front Desk

• Protected assigned clientele.
• Routinely performed patrols to verify safety of facility for assigned clientele.
• Retained a detailed log of concerns, hazards, & issues found during patrols.
• Maintained control over access to client facility by screening visitors, employees, & contractors to expedite admittance to facility.
• Act as proper security escort upon client request.
• Be able to quickly respond to any emergency situation when necessary.
• Act as an effective hall monitor when necessary.
• Efficiently screen all visitors, site employees, and client contractors in order to expedite their admittance to the facility.
• Monitor all entrances and exits to prevent unauthorized or unlawful entry.
• Effectively keep close monitor over all remote entrances using closed circuit television/network video camera feed via computer monitors.
• Regularly tour and patrol perimeters of assigned client site checking for unsafe conditions, hazards, unlocked doors, security violations, mechanical problems, and unauthorized persons.
• Answer multi-line phone systems and transferred calls to respective parties when necessary.