SUMMARY:

A self - motivated leader, with excellent written and oral communication skills. 10+ years of IT experience and managing mobile devices. Provides high quality and professional customer service and support, hardware installation / hardware configuration, diagnosis, and troubleshooting. Has also managed several projects and trained users in I.T. policies.

TECHNICAL SKILLS:

Software: Apple Mac OSX, Microsoft Windows NT/ 98/ 2000/ XP/ Vista/ 7/ 10 (pro and home) Apple iOS, Android, Windows Mobile, Blackberry, Good for Mobile, MobileIron, Microsoft Office 1997-2013, Microsoft Word, Excel, PowerPoint, Microsoft Outlook /Outlook Express, Microsoft Exchange, Active Directory, Citrix, McAfee Products, Blackberry Enterprise Server, Ticket Tracking (Remedy, Helpstar, Track It, etc ), Altiris, Bomgar, Live Meeting, Symantec Products (Ghost, Endpoint, Backup, etc...), MobileIron, Android for Work, Outlook 365, Cisco Jabber, RSA SecurID

Hardware: Dell Certified (DCSE), Dell Latitude D, X, and E- series laptops, IBM X and T-series laptops, Windows and Apple desktops, Macbook, Macbook Pro, Mac Pro, Networking (patch panels, routers, switches, hubs, wireless, and cat5 cabling) Printers and copiers, Mobile Devices (iPhone, iPad, Android, Blackberry, and Windows Mobile), HP desktops and Laptops, Lenovo Desktops and Laptops.

PROFESSIONAL EXPERIENCE:

Apple Systems Engineer Lvl 2 / Technical Support Specialist Tier 3

Confidential, MD

Handled support and troubleshooting for users in a research/medical environment. Supporting Mac OS 10.6 - 10.11 and Windows XP/7 operating systems. Software supported includes Absolute Manager, ServiceNow, Microsoft Office, Citrix, Parallels, Bomgar, eSet, PGP, Pointsec, Privilege Manager, LanRev, Enterasys, and more. Hardware support consisted of numerous manufactures including Apple, Dell, HP, Sony, and more. Supported network connectivity issues as well as used Active Directory to manage users and computers. Created and manage exchange accounts. Also used Remote Desktop and Bomgar to remotely support users. Provided mobile device support for Blackberry, iPhone, Windows phone, and Android. Point of contanct and support for all MacOS or iOS related issues.

Mobile Technologist SME - Team Lead

Confidential, Washington, DC

Responsible for configuring and troubleshooting multiple mobile devices including iOS and Android smartphones and tablets. Configured user’s mobile devices for World Bank mobile apps, VPN, and SecurID authentication solutions. Provided VPN support including configuring troubleshooting and training. Documented configuration changes, FAQs, SOPs, and solutions to resolved issues. Installed, troubleshoot, configured, and documented changes required to make identified WB applications work in the mobile device environment. Resolved remedy tickets opened in mobility support services. Served as a SME point of contact for the Helpdesk, application owners, and tier-3 support teams on issues related to the mobile device environment. Delivered training sessions to the IT community on new systems as well as end-users on tips and tricks related to the mobile device environment. Generated comprehensive reports and metrics for mobile devices. Interacted directly with carriers for device procurement. Repaired physical damage to mobile devices. Managed cellular service plans. Provided remote support for numerous offices around the world.

Mobile Device Team Lead / Executive Support / Tier 3 Support

Confidential, Woodlawn, MD

In charge of the Mobile Device Management team. Handled all support, troubleshooting, and deployment of all mobile devices (such as iPhones, Blackberries, Android phones, Windows Mobile devices, iPads, MiFis, and several other devices). I was responsible for training end users on how to use iPads. Created documentation for best practices of the use of the mobile devices. Also troubleshot network connectivity. Managed users and machines through active directory. Administered local and roaming profile accounts. Was involved in the deployment of Blackberry smartphones to users and was a Blackberry administrator. Did weekly moves and migration of equipment, was assigned as Team Lead for a large migration of over 250 users. Logged and tracked work and trouble tickets using the Remedy ticketing system. Solely handled all support for top level executives. Interfaced directly with the customer and consisted of maintenance and repair of all aspects of software and hardware including, but not limited to Dell, Lexmark, and HP printers (network and local), Dell, HP, Apple laptops and other peripherals

Helpdesk Analyst

Confidential, Rockville, MD

Provided 75% Phone support and 25% physical support for the corporate office and remote users, using the eTask application. Supported approximately 600+ users 30+ executives, about 20 calls or work orders per day Performed hardware upgrades and maintenance on both laptops and desktops from Dell, IBM and also Apple hardware running Mac OS. Performed regular maintenance and troubleshooting on Dell printers, Canon copiers, and Xerox copiers, software installation, network and email administration, and various other tasks that deal with the company's computers and related equipment. Configured local accounts as well as server based roaming profiles for users. Worked with users to keep them connected to their Citrix desktop via vpn and RSA token. Supported Microsoft operating systems from Windows 2000 to Windows 7. Used and remedied problems with software such as Siebel eTask, Siebel Analytics, Exchange, Blackberry Enterprise Server, Altiris, Oracle, Citrix, iPass, Bomgar, Active Directory, P.O.D., Live Meeting, etc... Checked and maintained physical hardware by running diagnostics, changed motherboards, ram, processors, pci cards, hard drives, optical drives and other devices. Provided sole support for the Medicinal Research Lab.

Desktop Technician 2

Confidential, Rockville, MD

Provided 60% Phone support and 40% physical support for the corporate office executives, remote users, and jobsite users, using the Helpstar program. Supported approximately 350+ users, about 25-30 calls or work orders per day. Performed hardware upgrades and maintenance, software installation, network and email administration, and various other tasks that deal with the corporation’s computers and related equipment. Helped maintain the Citrix server and worked with users who had issues connecting. Supported Microsoft Windows XP, 2000, and Vista, and Mac OS X. Proficient with Symantec Ghost, Microsoft Exchange, Blackberry Enterprise Server, Symantec Endpoint Protection, Symantec Antivirus, Adobe Standard and Professional, Helpstar, Postini, Deltek Vision, Active Directory, Citrix, Xenapp, Bomgar, Doc Locator, and other construction based software. Checked and maintained Physical hardware by running diagnostics, changed motherboards, ram, processors, PCI cards, hard drives, cd/dvd drives, floppy drives and other devices. Administered the Corporation's network and email by creating new user accounts, maintaining older ones, troubleshooting. Headed up several small project teams such as: Telecom and Data installation at jobsites, Network webcam installs, and Company-wide equipment upgrades. Handled the company’s telecom by administrating the Corporate PBX (Inter-tel), and administrating the wireless and landline accounts including over 300 lines from Nextel, Sprint, Verizon, ATT, and Comcast (cell phones, wireless data cards, phone lines, and data lines).

I.T. Technician

Confidential, Dover, DE

Provided 70% Phone support and 30% physical support for the campus population using the TRACK-IT program Supported approximately 600+ users (faculty, staff, and students), about 25-30 calls or work orders per day. Performed hardware upgrades and maintenance, software installation, network and email administration, and various other tasks that deal with the University’s computers and related equipment. Supported Microsoft Windows XP, 2000, and Vista, and Mac. Proficient with Norton Ghost, Lotus Notes, Zimbra Connector, MacAfee Business, Adobe Professional, and Java. Checked and maintained Physical hardware by running diagnostics, changed motherboards, ram, processors, PCI cards, hard drives, cd/dvd drives, floppy drives and other devices. Administered the University's network and email by creating new user accounts, maintaining older ones, and other troubleshooting.

Technical Advisor

Confidential, Dover DE

Responsible for the entire radio station’s equipment upkeep, from computers to sound board. Responsible for the month day-to-day operations of the office. Provided administrative support to the Director of the Corporation. Handled all phases of event planning and management of scheduled conferences. Provided desktop support for various software applications and hardware equipment within the office (windows and mac). Managed the electronic billboard by creating digital graphics and flyers. Was responsible for Proofreading and sending all correspondence.