SUMMARY:

• Highly driven, hardworking, inspired, flexible technician with over a decade of IT education, experience, and devotion.

TECHNICAL SKILLS:

Hardware: IBM Servers, Desktops, Laptops, Thin Clients, Surface tablets, multifunction and desktop printers, synology network attached storage, various phone systems

Software: Microsoft office, Exchange, Mange soft Deployment services to prep environments and perform upgrades, Citrix, VmWare esxi 5.5 - 6-5, Active directory, Group policy, Windows server services, Barracuda, Worked with Object-oriented technologies such as Visual studio and C++, Trivial knowledge of Java, .NET, HTML, C#, Flash, XML, SQL server management studio 2008, Veeam backup software, Code 42 cloud backup solution, Avaya phone systems, Sophos Unified threat management, Trend Micro worry free business solutions, Mimecast, Crestron, RingCentral disaster recovery, Efax and Box.

Networking: Worked with Juniper routers, Cisco catalyst and meraki switches, WAPs, DHCP, DNS, Telnet, FTP, Subnetting, Port Configuring, PXE, PuTTY, Wire shark, RDP

Operating Systems: Citrix XenServer virtualization software, Windows Server 2003/2008/2012, Windows XP/VISTA/7/8/10, MAC OSX, Linux, Kali Linux

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Senior Help Desk Administrator

Responsibilities:

• Provided daily support all user across the organization in ways of resetting passwords, adding and removing printers, office support, and mobile support.
• Provided daily organizational technology support including maintenance of printers, adding and removal of users as well as email accounts in active directory and exchange server. Various email services including barracuda, veritas, and mimecast.
• Quickly learned software proprietary to the organization.
• Trained staff on technology, A\V and created how to documentation while maintaining a FAQ folder within a networked shared drive.
• Installed wireless access points and assisted with the configuration as well as maintenance of AP’s and switches.
• Suggested, tested, and implemented new technologies within the organization including Win 10, Win server 16, Mac OS Sierra, Spiceworks, and others.
• Assisted in email migration to Upic solutions
• Monitored and maintained Sophos UTM along with Trend services
• Solely upgraded organization from Win 7 to Win 10 and from Latitudes to Surface pro 4’s. Created inventory documents and maintenance schedules for machines.
• Worked with VMWare Esxi 5.5 and 6.5 in the creation, removal, configuring, and maintaining of virtual machines.
• Apart of a two person team in a move to a new location including breaking down server room, working with network engineers, cabling vendors, as well as A\V vendors.
• Handled credit card purchases and payments for IT department
• Created templates for payment request for most technology requirements including ISP, data, phone, and other services.
• Worked close with VP and administrators configuring technology for remote and local meetings
• Placed orders and handled merchandise of over 50,000 dollars
• Coordinated and set up communication services at our remote small offices

Confidential, Baltimore, MD

Help Desk Engineer

Responsibilities:

• Provided desktop support for 80+ users in the Baltimore city region, Carroll or Harford counties; on and offsite whether thorough local, phone, email or remote connection.
• Re-imaged, updated, and configured tablets, desktops, laptops, macs, and thin clients for organizational procedures.
• Observed and resolved issues relating to daily usage of a hosted server environment.
• Delivered hasty upkeep of the desktop applications and printing requests.
• Addressed printing matters such as installation (desktop and networked), configuration, troubleshooting, and maintenance.
• Collaborated with Dunbar to install Sophos Unified Threat Management gateway for organizational data security.
• Able to supply quick and timely support being flexible to the business needs.
• Set up several user and group accounts in a local Active directory and within a virtual citrix setting.
• Manage 10+ virtual servers including print, DNS, thin client, 2-1-1/UW phone servers.
• Part author of the UWCM Wireless Device policy.
• Analyzed best Veeam data backup strategy of virtual servers and administered it in addition to backing up the data to CrashProPlan cloud service provider.
• Provided support for 2 Project Homeless Connect events which included over ten different vendors providing services for over 100 individuals.
• Added email accounts and wireless connectivity to mobile devices including android, iphone, and ipad.
• Created and edited Infopath forms pertaining to organizational needs.
• Worked with POE phone systems using Avaya phone conferencing software, adding and removing users and configuring settings to their requirements.
• Gained knowledge of Mcafee SaaS and its correlation to the Barracuda Spam filter which I used to monitor and support email security.
• Updated Veritas archiving solution and configured email with the Symantec Enterprise Vault cloud.
• Managed HP thin clients using HP Device management gateway.
• Troubleshoot Datel Contact Sweet software for 2-1-1 call accounting.

Confidential, Baltimore, MD

Virtual Desktop Administrator

Responsibilities:

• Managed a 10-person deployment team who were responsible for over 5,000 desktop upgrades and virtual test station generations within the creation of the test center virtual environments.
• Trained members on systems administration support for Unix systems including desktop upgrades and virtual test station creation, connecting the physical hardware to the virtual desktop infrastructure, backup and recovery, server user account configuration, and troubleshooting procedures.
• Added tools to existing virtual machines including a virtual server and ran scripts that upgraded Citrix’s XenDesktop desktop delivery controller’s along with the windows application for Citrix, XenCenter.
• Created vApps for virtual machine auto-start purposes as well as added and configured the Citrix License Appliance to all test centers.
• Diagnose and troubleshoot networking, virtualization and software problems with servers and desktops during the upgrade process.
• Verify proper site configuration with post-deployment tests and provide support to end users post-deployment.

System Administrator

Responsibilities:

• Through remote access, performed desktop OS and server upgrades at over 1,000 foreign and domestic testing stations.
• Configured iDRAC 7 Enterprise on Dell server hardware. Through the iDRAC, upgraded the server software to Citrix XenServer 6.2 with a patch, as well as all physical desktops to Windows 7 Enterprise.
• Remotely, with on-site staff, assisted with adding and configuring devices such as biometric fingerprint readers, encrypted portable hard drives, to computers and servers.
• Performed backup and recovery procedures for benchmarking and security assurance.
• Trained and consulted staff members and new hires on standard operating procedures the servers and desktops at their international testing centers.
• Supervised over 15 staff members who helped take part in upgrade process around the clock.
• Apart of a team who created training and support documentation, also at times created a personal schedule to upgrade test stations and servers synchronizing with international time zones.
• Coordinated with remote locations in 160 countries to direct non-technical personnel through equipment connection processes, post-deployment validation and support.

Confidential, Hunt Valley, MD

Residential Counselor

Responsibilities:

• Provided care for three mentally ill consumers performing various tasks such as Supervision.
• Integration into the community.
• Promotion of health and wellness administering medication and nutrition.
• Organization and maintenance of work area.
• Certifications in various disciplines including First Aid, CPR, and CMT.

Confidential, Baltimore, MD

Customer

Responsibilities:

• Consulted consumers on specific offers, troubleshoot paper deliveries, assisted with consumer needs and services.
• Performed Data entry while handling sensitive information such as credit card numbers and addresses.
• Trained on ticketing software and customer service as well as provided training to new employees.
• Interpersonal and telecommunication skills.