SUMMARY:

• IT Site Administrator / Field Technician / Desktop Analyst / Confidential Specialist with 15+ years experience offering technical solutions to businesses and individuals.
• I have outstanding communications skills, strong interpersonal skills, a knack for assisting and troubleshooting with customer issues, including an understanding of computers and network on - site and over the phone.
• Using the ticketing system Service Now. Proven ability to install, implement and troubleshoot hardware, software, operating systems and networks on MAC and PC platforms.
• Administrated and supported JAMF Casper Suite providing Confidential Mac workstation image development, end-user support, and project assistance .
• Simultaneously accomplishing tasks associated with various projects.
• Assist customers in regards to troubleshooting / imaging Mac OS X systems.
• Work alongside government leads to perform various tasks preparing for, and implementing, projects in the Mac OS X environment.
• Develop scripting with bash.
• Experience c onfiguring Mac OS X systems settings and accounts from scripts.
• A proven ability to multi-task. I am experienced with Confidential ImageAssist at Confidential it empowers you to quickly create a custom cross-platform image PC or Mac —ready to deployment.
• Strength in diagnosing and repairing technical malfunctions.
• Strong sales and customer service orientation.
• Knowledge and experience in managing and administering windows servers (hardware & operating systems), system inter-networking and inter-connectivity. Mac OS Server & Network: Confidential, Windows 7, Windows Server 2003 & 2008, VMware services, Domain Servers (DNS), Win 8 Windows 10.
• Working knowledge of Windows 7, Office 2010, Office 2013, Experience with pc hardware including, desktops, laptops, printer, monitors, and fax machines.
• Advanced MS Office Application Support .
• Experience in customer service.
• 15+ yrs.’ of End User support.
• Excellent problem solving / analytical skills and knowledge of analytical tools.
• Excellent written and verbal communication skills.
• Ability to create / define metrics that accurately reflects the current state of a given process.
• Knowledge of installation, maintenance, troubleshooting and repair of a variety of end user and network computer operating systems.
• Responds to inquiries and instructs end users onsite or over the telephone in the safe and efficient use of their computers and programs.
• Manage the implementation of technology and infrastructure changes, effectively communicating customer needs to the team.
• Manage effective issue identification and resolution processes.
• Evaluates system performance and reports to management. Proficient in Skype,WebEx, and GoTo Meeting Conferencing
• AMX touch panel operation and functionality
• Use and configuration of stationary and mobile Polycom VTC systems
• Experience supporting single room and wide area broadcast, audio-visual events, conferences and meetings
• Basic understanding of LAN’s, WAN’s, and telephony networks
• Experience in the administration, troubleshooting and operation of videoconferencing codecs and multipoint control units
• Knowledge of Taiden Conference Microphone System
• Knowledge of Vaddio Camera and Vaddio Camera Controller System
• Broadcasting Vbrick media streaming
• Advanced Operation of an AV Control Booth
• Proficient in Polycom Sound Structure environment
• Knowledge of AMX Video Mixer technology
• Ability to read and interpret technical wiring diagrams
• Ability to diagnose and troubleshoot first tier issues with AV equipment

TECHNICAL SKILLS

Operating Systems : Windows XP, Vista, 2000/2003 SE, MAC OS X, Free BSD, Linux

Mobile Devices: Android IOS, Android tablets, Android phones, Confidential IOS, iPad, iPhone, iWatch, iPod

Databases : People Soft, Apropo, NED, and ADM

Software : Adobe CS/CS2/CS3/CS4/CS5/CS5.5/CS6/Creative Cloud, Active Directory MS Office Suite, MS Office Suite 2011 mac, Eventum, ConnectWise, Service Now, Kaseya VSA, PresStore, Casper Suite, Office 365

Printers: supported Canon 9700 series printers and fiery’s and Confidential printers and fiery’s, Brother printers and fiery’s , Epson printers

COMPUTER CONSULTING EXPERIENCE:

Field Services Engineer

Confidential, Baltimore, Maryland

Responsibilities:

• Troubleshoots hardware, software, electrical wiring and/or network operating problems. Uses basic and specialized test equipment to diagnose and analyze difficulties.Troubleshoots related communications problems; e.g., in a LAN, WAN, WLAN environment, applying knowledge of wiring and standard cable connections. Takes appropriate corrective action, interfacing with system users, manufacturers, and staff as necessary.
• Performs scheduled preventive and predictive maintenance activities including but not limited to; inspection, cleaning, testing, adjustment, replacement and repair (to sub-assembly/component level) of computer systems, camera systems, microprocessor components, peripherals and associated/designated communications and information management equipment.
• Sets up, assembles, installs, configures, reconfigures, modifies, moves and/or relocates hardware/software at Maintenance Facility or client site for regular or specialized function use. Ensures upgrades are configured and installed on schedule. Uses standard hand and power tools and technical manuals. May work with multiple vendors, manufacturers, etc.
• Maintains accurate and thorough work order documentation allowing for detailed reporting of daily, weekly, monthly, and annual performance of all tasks completed on system hardware, software and related system components.
• Performs timely shipping/receiving tasks for equipment requiring manufacturer repair and/or replacement.
• Provides accurate location tracking and inventory of associated system components, as well as other company owned tools, resources, and supplies. Monitors min/max levels of system consumables to ensure adequate supplies to properly support program performance. progressively responsible systems maintenance experience, demonstrating in-depth working familiarity with a broad range of electronic equipment and a minimum specialized technical area such as Confidential, or other camera/video based technology. troubleshoot, maintain, and repair to sub-assembly/component level and to use a variety of specialized test equipment and associated diagnostic devices. strong administrative and organizational skills in support of the program. strong analytical and creative problem-solving skills.
• Proficient in the use of PC systems and software.
• Frequently works outdoors, with considerable bending, stooping, climbing, crawling and lifting (40-60 lbs.), regular use of testing and diagnostic equipment.
• Quick-reaction/high stress/customer-focused team environment.

Assistive Technology Help Desk Technician

Confidential, Baltimore, Maryland

Responsibilities:

• The Problem Management Branch maintains an Assistive Technology Help Desk ( Confidential ) in Baltimore supported by contractors who function as the first point of contact for all employees with disabilities and assistive technology hardware and software, in order to ensure that headquarters and national/international SSA enterprise network customers reach a fully staffed and trained Service Center and Confidential .
• The Service Center also monitors user satisfaction and evaluates the technical effectiveness of the staff.
• Contractor support is required in five areas--Initial Call Intake, Level 2/Project Implementation, Customer Support, Technical Lead and Team Lead.
• Support for Level 1 & 2 Help Desk Technicians is required for the Confidential .
• The Confidential Technician will assume administrative duties from multiple Contracting Officer’s Technical Representatives (COTRs) thus facilitating contractors' ability to optimize contract performance and customer service.
• The Confidential Technician supports approximately 140,000 workstations within 1,700+ local area networks (LAN) nationwide.
• The devices are situated in field offices, Foreign Service posts, Disability Determination Services offices, and Disability Adjudication Review offices. Support is also provided for Assistive Technology hardware and software. Most customer inquiries are via telephone; virtual problem entries, Confidential and email are also utilized.
• The Confidential Technician utilizes remote software in the Windows operating system environment along with other diagnostic tools in support of the customers. In addition to the LAN/WAN environment, the contractor supports future configurations, architectures, and operating system platforms as they are deployed.
• Work directly with EWD-related inquires and problem resolution at the Confidential level.
• Provide in-depth problem analysis of equipment and software, including IT hardware (workstations, printers and monitors) and AT devices. Work directly with Site LAN Coordinators on PC internal components, replacements and hardware configuration, including verification of physical connections, power and hardware functionality and implementation of hardware diagnostics. Isolate hardware and software faults to single components .
• Work directly with end users and SLCs to isolate software configuration problems to the current platform and build, individual application configurations or drivers and installed components; reconfigure and reinstall software if necessary .
• Coordinate problem resolution efforts with SSA and escalate unresolved issues .
• Provide detailed interaction/incident documentation of reported problems utilizing the CAPRS ticketing system .
• Document and provide problem analysis and resolution on a wide variety of problems .
• Dispatch all vendor hardware maintenance requests and provide analysis and reporting on the status of hardware maintenance requests .
• Coordinate vendors and follow-up on hardware maintenance actions .
• Direct inquiries to the appropriate Office of Telecommunications, Security Operations division or vendor as needed .
• Initiate calls to vendors and/or appropriate SSA components to gather data, report findings, or assist in the resolution of issues .
• Monitor and review problem tickets, coordinate issues, and maintain situational awareness of EWD systems availability and issues .
• Utilize operational communications systems to disseminate real-time events to management and customers .
• Suggest improvements to reduce incoming problem reports . Provide a high degree of customer satisfaction in terms of technical expertise, accuracy, and timeliness .

Level 3 Blackboard Domain Support Admin

Confidential, Baltimore, Maryland

Responsibilities:

• This is a more in-depth technical support level than lower tiers.
• It is synonymous administrative level support, back-end support, and various other headings denoting advanced technical troubleshooting and analysis methods.
• Technicians in this realm of knowledge are responsible for assisting support personnel in lower tiers with solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.
• However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the lower-tier technician and how long the technician has been working with the particular customer, as it allows the technician to prioritize the troubleshooting process and properly manage his or her time.
• If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the L4 technical support group.
• Confidential Blackboard Support can be contacted via Frontline ticket (assign to " Confidential Blackboard" assignment team) for most technical requests; Confidential Blackboard Support typically interacts with faculty and staff by e-mail through the Footprints ticketing system.
• Confidential Blackboard are not authorized or trained to interact directly with students; SST typically contacts Confidential Blackboard Support on behalf of students.
• Troubleshooting for general (non-content) Blackboard, MyLabs, and Turnitin errors.
• Answering complex how-to questions.
• Providing FAQ (Frequently Asked Question) responses relating to Blackboard, Turnitin, and MyLabs, which SST and L1 and L2 support could not answer.
• Troubleshooting missing or broken Blackboard accounts or courses.
• Troubleshooting and resolving Course Copy problems (such as when a course contains content copied from wrong master)
• Performing regular Confidential Blackboard Domain Administrator tasks.

Senior Help Desk Specialist

Confidential, Bethesda, MD

Responsibilities:

• Provide professional IT services to assist Confidential ’s Computer Technology Branch ( Confidential ). Confidential is responsible for the Confidential Enterprise Systems (NES) supporting the Confidential mission. Confidential provides users with secure access connectivity to Wide Area Network (WAN) and Local Area Network (LAN) shared resources and the Internet/Intranet. Confidential provides support for standardized and non-standardized workstations, a standard office suite of application and tools (otherwise known as ‘office automation’), data backup and restoring operations, database development and maintenance, and portable IT device connectivity.
• Confidential support includes Microsoft Windows operating environment, MAC, Unix and Linux operating systems that provides computer network resource sharing, access to directory services, and data security to its customers through standardized and non-standardized computer applications, file, print, electronic messaging, Internet and Intranet services, Confidential maintains enterprise-level software assurance agreements that enable NES to scale with Microsoft and secure user network and email data while continuing to meet the challenges of a dynamically changing IT world.
• Confidential is providing professional IT services to assist Confidential in meeting its critical mission requirement to provide IT support and guidance to Confidential and its subordinate divisions. I am experienced with Confidential ImageAssist we implemented at Confidential .
• Serves as the Tier 2 and 3 Support for the Confidential computer using community.
• Responds to customers via phone, in person, and through remote support channels.
• Follows established procedures to process IT requests for services and troubleshoots IT incidents to either resolve or escalate outside the Service Desk according to service level guidance. Records all activities within the Confidential central ticket tracking system and documents cases thoroughly and accurately in real time, per Confidential and Confidential service standards. Documents problem resolutions as knowledge records in the Confidential IT Knowledge Base.
• Follows quality control workflow to ensure proper documentation and quality of case handling.
• Help Desk Specialists within the continuity program must also monitor and respond to application alerts according to established monitoring plans.
• Must coordinate communications channels during major incidents, and record problem investigations in the Confidential Service Now tracking system in a timely fashion.

Software Engineer

Confidential, Hunt Valley, MD

Responsibilities:

• Managed and supported clients PC’s and servers windows 2000-2012, Supported windows PC’s WinXP-Windows 8, Work on Dentist Hardware peripheral’s X-ray Machine Panoramic X-Ray Machines
• Installed Dentist Hardware peripheral’s X-ray Machine Panoramic X-Ray Machines
• Manage and support Carestream hardware and software interactions, Support Dentrik hardware and software interactions, Answering inbound calls volume of 25+ a day Using ConnectWise CRM ticketing software.

Desktop Analyst

Confidential, Hunt Valley, MD

Responsibilities:

• Maintained and supported 300+ employees and freelancers all over the world, Maintain and supported Repaired Used JAMF Casper Suite to administer Confidential hardware.
• Confidential Computers Desktops Mac Pro, Mac Mini, iMac ’s and laptops Macbook ’s Macbook Pro ’s, iPad ’s iPhones, Airport and SANs, WAN, firewalls and IP Cisco phones, PC desktops and laptops and PC servers, update hardware when needed, Maintain company network and info structure, Backup desktops, Backup various types of servers, Maintain backup software, Network backup with PresStore software to LTO3 tapes, Roll out Project for Editorial and for Design departments for internal users and freelancers all over the world.
• Maintain a software backup of all licensed software, Maintained and supported Vjoon I have supported Vjoon K4 for Confidential .
• For working with Mc Graw-Hill I support from k4 Vjoon for. InCopy and InDesign from Adobe CS-CS6 plugins and connectivity and installations remotely and onsite.
• I kept also Macs and PC's up to publisher ’s specifications of hardware and software for K4 Vjoon. Supported about 300 internal uses and hundreds others freelancers across the country.
• I also support For HMH Woodwing Scent plugins. I support Smart Boards and interactive soft to interface with the Blackboard ’s
• Maintained and supported copiers and printing for pre-press textbooks for clients.
• Used Eventum ticketing software. Server Administrator support includes server builds and disposition, system configuration, user authentication Services, file and print services, directory services, mail services, capacity planning, load balancing, management of Storage arrays, performance tuning, availability and resource monitoring, resource allocations, alerts, system Backup and restoration, security implementations.
• Provided system services that support Microsoft Windows 2008, Exchange, VMWARE services, Domain Servers (DNS), and Active Directory, Exchange, VMWARE Services, CITRIX Terminal Server solutions, Domain Servers (DNS), and Active Directory, (LDAP/AD)
• I Maintained and supported Canon 9700 series printers and fiery’s and Confidential printers and fiery’s, Brother printers and fiery’s , Epson printers

Field Technician

Confidential, Arbutus, MD

Responsibilities:

• Install, support, upgrade, repair and troubleshoot operating systems, hardware and Metal Detectors, and Confidential cameras, software for PC’s businesses on-site. Back-up and restore data implement technical solutions for customers.