QUALIFICATION SUMMARY:

Highly skilled and results - oriented professional with over 10 years of hands-on combined experience in providing sales, product, technical and online support, troubleshooting and administration for both private and public-sector industries.

CORE COMPETENCIES:

• Project Documentation and Monitoring
• Structured Data Management
• Tier I Technical Operational Support
• Basic Networking
• Deskside Computer Support
• Customer Service Support
• Tier II Technical Operational Support
• Training and Development
• Mobile Device Experience (Android/iPhone)
• Administrative Services Support

TECHNICAL SKILLS:

Operating Systems: Windows 10, Windows 8.1, Windows 8, Windows 7, Windows XP

Software: Microsoft Office Suite, FDA Electronic Submissions Gateway, Service Desk Express, eOPF, Remedy, Service Now, Active Directory, Microsoft Exchange, Microsoft Remote Desktop, Migration Operational Utility (MOU), GoToAssist, Goldmine, Cisco IP Phone, Junos Pulse, Team Viewer, Mainframe, Adobe (Acrobat and Reader), MDEC.

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Technician

Responsibilities:

• The installation, configuration and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at Various Court /Administrative Office Locations).
• Triaging incidents in our incident management system - ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.
• Be proactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose resolution and ensure implementation. Take the term “customer service” to heart.
• Communication with Judiciary Users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.
• Account management - including password resets and account troubleshooting.
• Follow asset management inventory control procedures set by the Administrative Office of the Courts and the District Court to ensure the assets of the court system are tracked accurately.
• Performing Technology Refreshes.
• Maintain password, data integrity and file system security for the computing environment.
• Document procedures, standards, best practices configurations, settings, installation sequences and back-out instructions. Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals and all processes are functioning as required). Validate with customer prior to leaving the assignment.
• Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards and trends.

Confidential

Office 365 Pro Plus Engineer

Responsibilities:

• The migration of client’s existing intranet web site from an uS web server to a Microsoft SharePoint solution.
• The use of SharePoint to provide customized portals and dashboards to court chambers and support offices.
• The use of the portals to in corporate data, reports etc. from existing applications and databases into one customized web portal.
• The implementation of role-based access and customized displays for the portal, as required.
• Configured and administered Microsoft Azure file services.
• Configuration and support of MS Office suite from client prospective.
• Supported and trained end-users for Outlook 2016, OneDrive, Skype for Business and Office 365 web-based services.
• Troubleshooted and assisted in client-side Office 365 migration related issues.

Confidential

Office 365 Adoption Specialist

Responsibilities:

• Configuration and support of MS Office suite from client prospective.
• Support and train end-users for Outlook 2016, OneDrive, Skype for Business and Office 365 web based services.
• Troubleshoot and assist in client-side Office 365 migration related issues.
• Support and train end-users on Outlook 2016, 2013 and 2010 and configure it for new Office 365 service.
• Train and educate end-user on new Office 365 web-based capabilities and collaboration tools.
• Provide user training for OneDrive for Business integration and use.
• Provide customization and troubleshooting for Outlook clients.
• Provide support for MAC and Windows 7, 8, and 10 OS.
• Provide personal expert-level customer service and client-facing expertise in area of Office 365 productivity and collaboration suite.
• Keep living records of employees that were configured and trained for Office 365 usage and tools.
• Other duties as required.

Confidential

Desktop Support Specialist

Responsibilities:

• Reads and responds to all trouble tickets and service requests via the Service Now ticketing system.
• Provides in-person deskside technical support, set-up, and installation of all state-issued computers (Lenovo brand tiny desktop computers, Lenovo brand laptops, and Lenovo brand Yoga tablets), printers, monitors, and all other devices throughout the state of Maryland judicial court system.
• Provides remote technical support, set-up, and installation of all state-issued computers (Lenovo brand tiny desktop computers, Lenovo brand laptops, and Lenovo brand Yoga tablets), printers, monitors, and all other devices via the use of the Bomgar remote console throughout the state of Maryland judicial court system.
• Provides in-person and remote support for all state-issued software (Adobe Reader, Adobe Acrobat, MDEC, Mainframe, Microsoft Office 2013, RCS, UCS, etc.) throughout the state of Maryland judicial court system.
• Configures email and reset email passwords for all state of Maryland judicial court system users via Active Directory.
• Grants permissions, activates, deactivates, and changes group policies and assignments as necessary for all state of Maryland judicial court system users via Active Directory.
• Sets-up and configures all state-issued computers and devices to desired specifications for all new and existing users throughout the Maryland judicial court system.
• Captures and drops judicial court system specific images on all computers to desired specifications for all new users via the VM Mirage system.
• Keeps living records of all state-issued devices that were issued to, and returned from, all new and existing users.

Confidential

Help Desk Technician

Responsibilities:

• Read and responded to all trouble tickets and service requests via the Track-It ticketing system.
• Provided in-person deskside technical support, set-up, and installation of all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Dell laptops and desktops, and Microsoft Surface tablets).
• Provided remote technical support and set-up for all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Dell laptops and desktops, and Microsoft Surface tablets).
• Configured email, email signatures and voicemail set-up via Active Directory and Microsoft Remote Desktop.
• Granted permissions, activated, deactivated, and changed group assignments as necessary for all users via Active Directory.
• Installed and configured Junos Pulse (VPN) client for all new and existing users, when remote access from remote locations is necessary.
• Set-up and configured Cisco IP Phones and Cisco Unified Personal Communicator (CUPC) for all new users.
• Set-up and configured all company issued computers and devices to desired specifications for all new and existing users.
• Captured and dropped company specific images on all computers to desired specifications for all new and existing users.
• Discovered and configured company network printers for all new and existing users.
• Kept living records of all computer and mobile devices that were loaned to, and returned from, all new and existing users.

Confidential

Help Desk Specialist

Responsibilities:

• Read and responded to all trouble tickets and service requests via the GoToAssist remote ticketing system.
• Provided in-person deskside technical support, set-up, and installation of all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Hewlett-Packard EliteBook 9470M, Lenovo Yoga tablets, and Microsoft Surface).
• Provided remote technical support and set-up for all company issued computers and mobile devices (Apple MacBook Air, Apple iPad, Apple iPad Mini, Hewlett-Packard EliteBook 9470M, Lenovo Yoga tablets, and Microsoft Surface).
• Configured email, email signatures and voicemail set-up via Active Directory and Microsoft Remote Desktop.
• Granted permissions, activated, deactivated, and changed group assignments as necessary for all users via Active Directory.
• Installed and configured Cisco Virtual Private Network (VPN) client for all new and existing users, when teleworking is necessary.
• Set-up and configured Cisco IP Phones and Cisco Unified Personal Communicator (CUPC) for all new users.
• Set-up and configured all company issued computers and devices to desired specifications for all new and existing users.
• Captured and dropped company specific images on all computers to desired specifications for all new and existing users.
• Discovered and configured company network printers for all new and existing users.
• Kept living records of all computer and mobile devices that were loaned to, and returned from, all new and existing users.

Confidential

Systems Analyst

Responsibilities:

• Provided data migration and reporting services for new and existing client data within the Migration Operation Utility (MOU)
• Responsible for all MOU-related reporting tasks and processes.
• Addressed client needs by loading client provided files to the target database, or exporting existing data.
• Maintained a migration database to enable data loading, modification and reporting.
• Interacted with network engineers and fellow MOU operators to refine requirements and aid regarding client data requests.
• Served in primary and backup migration roles, as needed.
• Consulted with Software Developers to research and correctly interpret business requirements and technical specifications, with the current application version or future enhancements.

Confidential

Help Desk Representative

Responsibilities:

• Responded to trouble tickets and service requests escalated from Tier I CSRs.
• Researched and resolve inquiries in a professional, timely, and accurate manner.
• Escalated Tier III inquiries and issues via Remedy ticketing system, based on document processes, policies, and procedures, to the appropriate help desk.
• Documented all inquiry activities via Remedy ticketing system.
• Provided responses to inquiries in writing, via email and Remedy ticketing system.
• Followed up on all Tier III escalated inquiries, via email and Remedy ticketing system.
• Completed feedback loop with appropriate Tier I CSRs.