PROFESSIONAL EXPERIENCE:

Exelon\Pepco Holdings, Washington DC

IT Client Technical support

• Provide IT support for organization .install and configure computer hardware operating systems and applications Provide TCP/IP and network supporting protocols DNS, DHCP , SCCM, Active Directory and Exchange, administration and technologies, Remote Access/VPN (Cisco IPSec/Any connect, Office 365/2016 monitor and maintain computer systems and networks. Provide user support both face - to-face and over the telephone. Undertake Client Workstation builds (including the configuration of both OS and applications) plus ongoing support . Prioritise Incident tickets and resolve according to SLA, while performing duties on other Service Requests and Infrastructure project work. Maintain the networked printers .Deal with virus issues on workstations and other security specific issues replace parts as required. Ensure assets are recorded and tracked Provide support for Executive Video and Audio Conferences. Occasional travel to other offices to provide onsite support when required Provide high level technical support, dealing with complex issues and implementing smart solutions to nonstandard problems Work in a fast-paced environment, be adaptable to continuous change and responsibilities, and work out of different physical office locations when required.

Confidential, Washington DC

Service desk Engineer

• Create and maintain Apple OSX computer images by creating scripts and AD security group deployment to Apple based systems. Configure, deploy, administer and maintain JAMF Casper infrastructure including: admin console, cloud-based deployment points, remote imaging, regional deployment points, regular and ad-hoc reporting. Identify how Apple technology and new technologies can be used to enhance business processes. Develop, and conduct training to customers and colleagues. Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system. Develop, and conduct training to customers and colleagues. Provide technical oversight in the development and testing of software and services and to assist in the planning, implementation and on-going support of any Mac based corporate system. Recommend, implement, and enforce policies and procedures for the department. Ensure activities and requests follow the letter and intent of FNG IT and corporate policies and procedures. Add/change/remove Client Services policies and procedures.

Confidential, Washington DC

Sr. Tier II Service desk Engineer Level 2

• Installs, configures, and upgrades computer hardware and software. Provides end-user software troubleshooting and support. Applies advanced diagnostic techniques to identify problems, investigate causes, and recommend solutions. Provides desktop/network, Mac OS troubleshooting and support via desk side vist or remotely. Provide Active Directory administration, e-mail systems, software deployment, and SCCM administration. Perform Technical Support required to diagnose Local and Wide Area Network. Provides phone (Android, iPhone, Windows and blackberry) and help-desk support for local offsite user using remedy ticket system. Provides guidance and work leadership to less-experienced technicians, and may have limited supervisory responsibilities Maintains current knowledge of relevant technologies as assigned. Participates in special projects as required.

Confidential, McLean VA

Technician II Service desk (contractor)

• Which could include; domain adjustments, telecom changes, unique configuration issues that may arise and the utmost attention to detail VPN - Installing, Configuring, setting up of firewall rules with security Assists with asset inventory tracking, adding users' email accounts to distribution lists and coordinating efforts with MAXIMUS Corporate Office Help Desk (FixProb). Configure mobile devices, such as iPad’s, iPhone, Blackberry, Android, tablet and Microsoft surface. Performs network mapping to servers and setting up folders/permissions to the folders. Windows 2008 Server experience racking, maintenance, configuration, backup and working with Corporate directly to resolve issues on servers in house or offsite locations. Server software configuration/maintenance (Fax software, telephony, database programs, reporting software etc…) WAN/LAN - Troubleshooting network issues to pinpoint problems/source of problem. Working with/escalating problems to corporate support, as needed .Active Directory Administration - Configuring Groups, User and Computers PBX/Telecom - Analog, Digital and VoIP telephone configuration, support, troubleshooting and working with technical specialists to resolve issues. Working with 3rd Party resources for troubleshooting, configuration and support of non-standards software/hardware. Working with our client’s proprietary software to troubleshoot, maintain and administer in order to insure contractual deliverables are met. Working with client’s support personnel, as appropriate, to resolve issues. PS/Switches/Routers troubleshooting, maintenance and repair Creating/repairing network cables Creating training guides/manuals for end users/client. Requesting purchases of software/hardware for end user support through MAXreq procedure. Username, password and access right permissions for multiple proprietary applications, as well as client software Ability to safely lift/move 50 pounds such as computers, printers, fax machines, or network servers. Responds to support calls via email, telephone, or help desk web tickets. Documentation of problem resolutions and process for shared team knowledge. Completing tasks/assignments/tickets in a timely manner

Confidential, Washington, DC

Tier II Desktop (Federal contractor)

• Provide tier II, desktop and network support to over 5000 federal and contract employees at the Environmental Confidential . Work closely with network engineers and system administrators to research and resolve escalated problem tickets in fast pace environment. Support Windows xp,7&8 OS, Android and Mac 10/7,10/8,10/9 OS, installs, upgrades, software/hardware installs, Hardware diagnostics. Troubleshoot problems tickets, using remedy tickets system and remote bomgar to resolve work orders and incidents. Support Microsoft suite of apps, Outlook 365, and exchange server support. Perform Active directory and Lotus notes administration. Configure mobile devices, such as iPad’s, iPhone, Blackberry, Android, tablet and Microsoft surface. Work with team or independently on evaluating and resolving computer issue, and user problems including compatibility conflicts, application operations, hardware malfunctions, and Mac technical issues.

Confidential, Cheverly, Maryland

Technical support / Desktop (contract)

• Build, configured, installed, and connected to the hospital domain. Installed and support Citrix client app for connectivity to Cerner Hospital databases and apps. Respond, trouble shoot, resolve and provide technical documentation using footprint ticket system. Part of MIS team responsible for deploying 850 devices, including desktops, laptops, tablets, COW (computers on wheels), to be dispersed to Prince George’s, Laurel and Bowie medical centers. Configured TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc. Provide Active Directory administration. Provided support for all WiFi-enabled devices, and support remote users. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures. Support iOS devices, in a networked environment, Microsoft Office 2010 and 2011, and Outlook 2010 and 2011. Ability to clearly communicate technical concepts to non-technical people. Able to multi-task in a fast-paced environment.

Confidential, Annapolis, Maryland

Help Desk Analyst (contract)

• Resolve technical problems and answer queries by telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications systems for over 5,000 employees. Diagnose, identify, isolate and analyze problems utilizing utilities such as remote desktop to connect and troubleshoot the issue. Route calls/escalate issues to product line specialists. Maintain and update records and tracking databases using heat ticket system. Alert & escalate recurring problems and patterns management. Support various software products and corporate applications, such as ASIMS, BPEL, Harmony, Cost Point, PeopleSoft, Time Collection, Data Warehouse, Business, Intelligence, Impromptu, Rational, IAMAIL, Primavera, On Base, Expensite, RCIS, Agile Point, BPMS, inSite, RevChain and others. Analyze and determine strategies to solve hardware and software problems, troubleshoot desk top applications and operating systems such as Windows XP and Windows 7. Provide Active Directory administration, and local area network support. Provide support for wireless devices including BlackBerry devices, Android devices, apple devices, MS Office. Provide TCP/IP Troubleshooting and support different platforms of browsers.

Confidential, Washington, DC

IT Specialist (contract)

• Function as network engineer, network administrator, Microsoft exchange administration, desktop and application support. Responsible supporting and maintaining, local area network of 200 member user domain. Manage network using active director, add/delete user accounts, add devices and workstations to network, modify user permissions, configure exchange mail accounts, creates shares, manage data, set disk quotas, and backups. Manage and trouble shoot workstations either at workstation location or via remote access. Configure users profile such as Microsoft outlook and setting. Support all network installed client/server software, departmental software such sage accounting software, and local installed software such as Microsoft Word professional 2010 standard and professional plus, while supporting Window 7 professional, Windows xp professional . Responsible network and desktop security, configuring Vlan’s, all cabling and hardware upgrades such as switches, servers, workstations, printers and all device connections. Monitor and trouble shoot all connectivity issues, both LAN and Wan connection. Support cisco ip phones using Voip. Advised directors of implementations needed to maintain a cost effective, efficient and proficient network. Responsible for all network and local connected printers and fax machine. Configure all cell phones for synchronization with the exchange server, including blackberries, and sprint LG phones. Responsible for the order of all network, workstations, peripheral equipment including, switches, monitors, ram, laptops, desktop, printer, toner, drums…ect. Act as point of contact for lan/wan connection, ISP, Verizon, Vantage, and a host of other vendors. Test equipment to be rolled out to production. Respond to users help desk request using ticket system.

Confidential, Washington, DC

Geek Squad Agent

• Provide customers with technical support. Duties and responsibilities are to diagnose, implement, upgrade, update, installing hardware such as hard drives, keyboards, mother board, LCD monitors on laptops, cd/dvd players, ram including all driver software. Format hard drives, restore OS systems, create recovery disk, and install anti-virus software updates, security for Operating systems, including Windows7, Android, and Mac OS 10.1. Expert navigating, implementing and configuring OS systems, such as windows xp, windows vista, and window7, home, professional and ultimate Document all test diagnosis, and customer with way to resolve the customer technical issue . Support Microsoft office 03/07/2010, installation and functionality. Interact with customer providing them with the best technical information to meet their needs. Customize and configure to customer request. Provide support for variety of I pads, iPhones, blackberry devices, Android, tablets, kindle pads, audio equipment, and gaming devices.

Confidential

IT Technician

• Provide technical consultation, services and repair to local clients and small business. Assess, provide a plan of action, implement plan of action to complete the task. Provide hardware and software support, install OS’s, application software, upgrades, update, customize and resolve. Install small local business networks implementing Server software, host machines, creating peer to peer networks. Install server software, protocols. Provide wiring, cabling, installation and configuration services for business offices, and home owners.

Confidential

NT Engineer, Contractor

Provide IT support for the Office of the Corporation Council. Support the attorneys for the District of Columbia mayor’s administration. Duties include desktop hardware and software support such as pro law and nexus lexus. Configure client profile such as Microsoft outlook. Maintain vlan using windows nt 4.0 platform. Responsible for all network and local printers, hardware and software upgrade, installation and configuration, and performed backups.