SUMMARY:

I have over 19 years of experience in the Information Technology field with a vast knowledge in troubleshooting computers (hardware/software), printers, database management, Tier 1 and 2 Service Desk troubleshooting, and customer service as a contractor. I would like to obtain a secure and prominent position in an Information Technology environment that will enhance and expand my skill set and knowledge. In addition, I am eager to contribute my hard work ethic and devotion in a team atmosphere.

AREAS OF EXPERTISE:

• Mastery of Windows NT, 95, 98 XP, 2000, 7, 8, and 10. With working knowledge in Macintosh OSX Series, and Linux.
• Advance skills in Windows 2000 Server, UNIX, Sybase, OS/390, AS400, HP3000 - MPEix, WordPerfect, JCL, CICS, Ecometry (OCS Express).
• Expert in Photoshop, Corel Draw, MS Office Suite, Secure Sync, Magmedia Database, HEAT, Info Print Server, AMISYS, Tidal and Altiris Service Desk.
• Familiarity with IBM 4000 Printers such as 6262, 3900 Simplex Laser, Genicom 4490, and IBM Mainframes ES/9000 and Z800.
• Demonstrated ability to diagnose and resolve routine desktop operational issues, security issues pertaining to system access, passwords and authentication.
• Acquired ability to monitor and control electronic and peripheral electronic data equipment to process business, engineering and other data according to operating instructions.
• Strengthened ability in resolving problems, evaluating statistics, collecting data, and proposing solutions.
• Possess strong analytical, written, and verbal communication skills, sharp decision making ability with proven organizational proficiency.
• Notable success in managing, planning, and implementing solutions in support of business objectives.
• Coordinated all phases of project based efforts by handling multiple task and projects and successfully meeting deadlines.
• Exhibits professionalism, competence, commitment and accountability while working with graphic designers, peers, and help desk support to coordinate user and support issues.

PROFESSIONAL EXPERIENCE:

Windows 10 Migration Team Lead

Confidential, Newport News, VA

Responsibilities:

• Image, configure and deploy the latest Windows 10 operating system to workstations located in the corporate office and remote locations.
• Troubleshoot incidents reported in to the Service Desk that are directly related to the Windows 10 upgrade project
• Fulfill requests for new software/hardware and custom PC configurations
• Swap monitors keyboards and mice
• Wipe and Dispose of PCs that will be retired
• Support using remote control tools for assisting with backups and minor troubleshooting.
• Calling/emailing customers and scheduling upgrades to Windows 10.
• Dispose of PCs that will be retired.
• Provide first level technical support for customer issues.

Senior Deskside Team Lead

Confidential, Newport News, VA

Responsibilities:

• Perform Non Warranty and Warranty Repairs on Desk Tops, Laptops, and Printers.
• Maintain day-to-day operations of equipment and client application needs located therein.
• Application and operating system support. To include Windows XP/Win 7, Microsoft Office suite, Exchange (client).
• Provide first level technical support for customer issues.
• Testing compatibility with Windows10.
• Support using remote control tools for assisting with backups and minor troubleshooting.
• Provide computing infrastructure, application functionality, system use and end-user support at client facility.

iDS Senior Deskside Support Analyst

Confidential, Newport News, VA

Responsibilities:

• PC Refresh Technician. Imaged HP laptops and desktops using network servers, and USB Drives.
• Transfer data from customer's old computer to their new one
• Assist customers by phone with their data transfers with other hardware and software related issues.
• Install licensed software needed by customer.
• Support using remote control tools for assisting with backups and minor troubleshooting.
• Repair computers and wipe hard drives to prepare them for return to the leasing company.
• Responsible for completion of multiple systems on a daily basis with strong attention to detail.
• Trained new technicians in procedures and policies.
• PC- Imaging, Imaged systems using Altiris and installed operating system software packages.
• Backed up email and user profiles.
• Re-installed hardware peripherals.

Senior Deskside Technician

Confidential, Newport News, VA

Responsibilities:

• Responsible for installation and configuration of software applications and operating systems including Microsoft Windows 7, Microsoft Windows 10, Microsoft Office, and numerous in-house applications on all deploying desktops and laptops scheduled for refresh.
• Confirm data backups and restoring data utilizing USMT (User State Migration Tool) software to new deploying desktops and laptops scheduled for refresh.
• Some support using remote control tools for assisting with backups and troubleshooting.
• Establishing service by studying system requirements; ordering and gathering components and parts; completing installation; performing acceptances tests.
• Responsible for completion of multiple systems on a daily basis with strong attention to detail.
• Unboxing of new computer equipment including laptops, desktops, and tablets.
• Manage customer communications via email and telephone.

PC Refresh Technician

Confidential, Newport News, VA

Responsibilities:

• Manage daily inbound and outbound shipments.
• Setup and configuration of equipment.
• Unboxing of new computer equipment including laptops, desktops and tablets.
• Confirming backups and restoring data to new equipment.
• Manage shipping logs.
• Packing and shipping equipment once setups are complete.
• Executing detailed instructions accurately and consistently.
• Maintain rapport with customers by examining complaints; identifying solutions; suggesting improved methods and techniques; recommending system improvements.
• Calling/emailing customers and scheduling refresh

Paraprofessional Substitute Teacher

Confidential, Suffolk, VA

Responsibilities:

• Employed lecture, discussion, and demonstration teaching methods in the classroom.
• Implemented lesson plans left by teachers as needed.
• Adhered to policies and procedures in keeping student’s records and making progress reports.
• Prepared class materials on an as needed basis.
• Supported class instructions per teacher’s instructions in creating an instructional environment.

Computer Operator

Confidential, Virginia Beach, VA

Responsibilities:

• Support in transitioning NY Health Plus processes to Confidential .
• Responsible for executing scheduled production reports for both internal and external customers.
• Produces system backup daily and execute backup utilities to copy.
• Quickly identified system problems and errors, and corrected problems or notified appropriate personnel.
• Work closely with IT team to transition new systems or upgrades to the production teams.
• Assisted in monitoring and interpreting error messages, and responsible for responding and or troubleshooting as required.

Computer Operator

Confidential, Virginia Beach, VA

Responsibilities:

• Perform maintenance to the computer network equipment to restore data files from backups, verify and change backup tapes, clean and repair printers.
• Document issues and resolutions addressed in Service Desk data base.
• Maintained operating records and determine equipment settings and operating settings.
• Diagnosis hardware, coordinate repairs and schedule system maintenance functions.
• Insured equipment performed according to business established operating instructions.

Tape Librarian

Confidential, Virginia Beach, VA

Responsibilities:

• Maintained a library of computer generated files such as tapes, disk or mass storage.
• Classified reels and cartridges of magnetic computer tape according to its content, purpose, principle use, date, or other criteria specified.
• Ensured data recoverability by implementing a schedule of system backups and database of archived operations.
• Collected growth statistics for the tape library to ensure backup capacity is maintained.
• Assigned identification numbers, issued tapes and maintained charge out records.
• Recorded and maintained predetermined record count information to check validity of dated updated.
• Responsible for periodic inventory to verify accurate listings
• Controlled all supplies and expendables necessary to maintain the library, tape maintenance and documentation.

Computer Operator

Confidential, Virginia Beach, VA

Responsibilities:

• Monitored all system platforms performance, contentions, error messages, system failures, hardware, software status, and job ABENS and systems availability.
• Prevented job processing delays by correcting minor JCL mainframe and I-series CL AS/400 errors.
• Maintained client confidence and protected operations by keeping information confidential.
• Performed minor preventative maintenance of in-house computer peripherals including cleaning, adding toner, oil and developer to printers.
• Placed service calls on malfunctioning equipment as required.
• Created written and verbal summaries of problems, special requests and scheduled changes to other departments.
• Studied production schedule to determine sequence of operations.

Computer Operator

Confidential, Norfolk, VA

Responsibilities:

• Built and released daily scheduled reports using NALCOMIS supplied software
• Operated tape backup drives to include loading/unloading, initiation and termination of drive operations.
• Monitored potential trouble calls to obtain accurate information for problem resolution.
• Ensured training of new computer operators.
• Assisted and Collaborated with administrative staff in maintaining and organizing filing systems.
• Supervised general operation of data processing and introduced the data via computer terminal.
• Determined which equipment and computers to be used for specific assignments.
• Executed necessary settings to the computer’s peripheral devices and ensured the process worked appropriately and gave the demanded response.