SUMMARY:

Technical position where my 16 years of IT experience will be an asset to both business operations and client/customer needs. Also, where I can further grow as an IT professional through hard work, loyalty and dedication to my training.

Highly - motivated and career oriented IT professional. College educated and certified with over 15 years of field, remote and on-site support experience. I am highly experienced in enterprise level environments. I have a strong working knowledge in Desktop and Unified Communications support, as well as, network and server infrastructure. I am experienced and trained in using Active Directory and Exchange Management Console. I am experienced and trained in the use of multiple operating systems including Microsoft Windows XP, Windows 7, Windows 10 and MAC OS X. I also have good, working knowledge and support experience with Office 365 and all Office suites. I have an extensive knowledge of computer peripherals such as monitors, printers, scanners, fax machines and multi-function devices. Ability to analyze, troubleshoot and repair hardware, software, Server and Networking problems. Excellent communication skills and works well with other team members, employees, management and customers.

WORK EXPERIENCE:

Confidential - Owings Mills, MD.

Unified Communications Engineer

Responsibilities include

• Manage and administer all company mailboxes using Exchange management console and Exchange Online.
• Manage Office 365 tenant and familiar with O365 admin console
• Familiar with Azure Portal. Use to manage clients in both Azure AD and Intune
• Troubleshoot issues on Windows 10 clients.
• Troubleshoot issues on VMWare Horizon Clients.
• Troubleshoot and resolve all Outlook related issues. Familiar with Outlook 2010, 2013 and 2016.
• Create and manage all company email distribution groups via Exchange management console.
• Manage and administer all email archives using Symantec Enterprise Vault.
• Manage and administer all user Skype accounts and access using Microsoft Lync management console. Familiar with Lync Server 2013 and 2015.
• Manage and administer the Everbridge Emergency Mass Notification system used for Facilities notifications, Service Desk notifications and Disaster Recovery.
• Manage and administer EMS software which is used for all company conference room and flex space scheduling.
• Participated in and provided support during companywide Office 2013 to Office 365 end user migration
• Participated in and provided support during companywide Exchange Mail and Archive migration to Microsoft cloud and Exchange online.
• Perform monthly Server maintenance and patching on all Unified Communications servers. Familiar with Windows Server 2008R2, 2012 and 2012R2
• Provide day to day end user support for all associated Unified Communications systems including Incident trouble tickets and end user requests.
• Provide 24/7 on call support one week every 2 months.

Senior Desktop Services Engineer

Responsibilities include

• Provide day to day end user support for all 5000+ Carefirst associates both onsite at all corporate locations and remotely.
• Troubleshoot and resolve both Windows 7 and Windows 10 OS issues.
• Use Microsoft Deployment Toolkit (MDT) for creation, maintenance and deployment of Windows corporate image for all end user devices.
• Use Microsoft System Center Configuration Manager (SCCM 2012) to build and deploy software packages to over 6000 end user devices at multiple locations.
• Also use SCCM 2012 to patch and update all end user devices on our internal network.
• Troubleshoot issues and provide support for our Virtual Desktop environment.
• Integrate MAC devices into a Windows infrastructure. Devices supported include Macbooks Air and Pro, iMAC’s, and Mac mini’s.
• Support and resolve issue with MAC devices and end user applications on MAC devices.
• Develop both MAC device and application infrastructure.
• Lead engineer on company Full Disk Encryption using Check Point Endpoint Security.
• Administered end user encryption via the Check Point management console.
• Managed and patched Check Point servers.

Confidential - Annapolis, MD.

Senior Desktop Engineer

Responsibilities include

• Provide support to all district courts, circuit courts and Judiciary locations in the State of Maryland.
• Migrating over 4,000 desktop/laptop devices from Windows 2000 OS and Windows XP OS to Windows 7 OS.
• Replacing of any outdated equipment with new hardware.
• Imaging and configuring new hardware for end users.
• Migrating end user domain accounts from Novell client servers to an Active Directory domain.
• Manage user accounts and permissions in Active Directory environment, once migrated.

Confidential - Towson, Md.

Tier II Helpdesk Analyst\Tier III Escalation Support

responsibilities include

• Provide support to over 300 clubs, 20 area offices, and 3 corporate offices.
• Analyze, troubleshoot, and fix issues with non-technical users over the phone.
• Travel to clubs in 48 states to fix issues on-site and install new equipment.
• Use the SDE\Magic ticketing system to document and track issues.
• Use UltraVNC, Bomgar and Remote Desktop to remotely work on club and client equipment.
• Use Active Directory to manage and administer user accounts, groups and devices.
• Configure both Windows XP and Windows 7 operating systems on club equipment.
• Configure network settings on club and client equipment.
• Handle virus removal of infected company equipment using Symantec Anti-virus and various other third-party virus removal applications.
• Troubleshoot and fix networking issues with club and corporate users.
• Troubleshoot club Network Outages and data closet equipment including routers, switches and hubs.
• Create fresh installs of both Windows XP and Windows 7 on new and repaired equipment.
• Create new images for club computers and equipment using Ghost version 11.
• Support large deployments of new software and hardware.
• Support users logging in remotely via Citrix and Cisco VPN.
• Provide emergency on call support 24/7.
• Provide daily administration and changes to the SDE\Magic ticketing system
• Work on projects for developing and deploying new technologies
• Provide Tier III troubleshooting for club issues, corporate users, IT management, and executive issues.
• Provide escalation of Tier III issues to various groups throughout IT department.
• Implement solutions to Tier III issues.
• Troubleshoot, track and escalate Crisis issues.
• Lead tech for Bally’s kiosk project
• Provide support to server team on projects including Exchange Management

Continental - HuntValley, Md

Desktop Support Technician

Responsibilities included

• Providing support, working with and communicating to over 2000 users at six different buildings.
• Analyzing, troubleshooting, and repair of all desktop PC, notebooks and peripherals such as monitors, docking stations and scanners. Equipment included both Lenovo and HP models.
• Analyzing, troubleshooting, and repair of all LaserJet, DeskJet, fax and multi-function devices.
• Installed Windows operating system, updates and client applications on new and repaired equipment.
• Handled the installation and set-up of new client PC's, notebooks, and printers.
• Handled the return and set-up of repaired client PC's, notebooks, and printers.
• Responsible for the troubleshooting and communicating with Lenovo and HP technical support.
• Researched part information and responsible for testing on new models and equipment. Required to stay up to date on all HP and Lenovo certifications.
• In charge of ordering and shipping all parts and equipment with HP and Lenovo.

Field Service Technician

Responsibilities included

• Analyzing, troubleshooting and repair of client desktop PC, notebooks and peripherals. Worked on all models and brands of equipment.
• Analyzing, troubleshooting, and repair of client printers, fax machines and multi-functions devices. Experienced fixing LaserJet, DeskJet, inkjet, thermal and dot-matrix printers.
• Provided support to over 200 companies including MAIF, 1st Mariner Bank, Confidential, Viacom, Johns Hopkins, St John’sCollege, Bryn Mawr School, Federal Reserve of Baltimore, National Aquarium of Baltimore and many others. Area of service included all of Maryland, Southern Pennsylvania, Northern Virginia and Delaware.
• Handled the delivery and installation of loaner equipment when needed.