SUMMARY:

• I have 20 years of combined experience in both the Private Industry and Government environment and have Lead and Managed up to a team of ten (10) or more I.T. Field Service Technicians as well as performing as a Field Technician.
• I embody excellent organizational skills, Project Management skills, time - management and written skills.
• Capable of making sound judgements in the absence of leadership or supervision.
• I can adapt well to a changing work environment.
• I accept new job assignments willingly.
• I am capable of making sound judgements in the absence of leadership or supervision.
• Take personal accountability and promote positive morale, harmony, and teamwork.
• I can quickly gain the support of others and develop healthy camaraderie.
• I’m able to remain courteous and poised under pressure, and I radiate and inspire confidence and respect.
• I am accustomed to working with all levels of Management from Executives to Line Supervisors, VIPs to IPs.
• I am a fast learner and can apply myself quickly to any project or demands and continuously find ways to improve or streamline existing processes or procedures.
• Willing to travel if required.

COMPUTER SKILLS:

Operating Systems/Browsers/ Software / Applications: Airwatch, Mobile Device Management (MDM), MaaS360, Data Migration tools for PCs and Mobile devices using SCCM, USMT, SmartSwitch, Enterprise Service Manager, HP Service Manager (SM9), Remedy, EasyVista, Windows 7, 10, XP, Windows NT, Windows 2000, Microsoft Exchange, NCAD ADMS Applications, RD Web Access, Blackberry Enterprise Server (BES), USMT, Microsoft Office, Microsoft Office 365, 2013, 2016, MS Word, MS Access, MS Excel, MS OneNote, WindowsServer2008 R2, Firefox, Google Chrome, Internet Explorer, Outlook, PowerPoint, Adobe Photoshop, Adobe Illustrator, FileMaker Pro, Entrust Entelligence, CISCO VPN, AutoCAD, LUPGUI/LUPMGR v2.3.2

EXPERIENCE:

Confidential

Analyst, PC Refresh LEAD

Responsibilities:

• Serve as PC Refresh Lead on multiple computer refresh deployment projects on the Confidential contract
• Perform hardware refresh at agency sites, DPIE/Health Department/Sheriff Department/County Executive Office/County Administration Building/States Attorney’s Office/DOE
• Unpack, Install, configure and tests operating systems, applications, printers, peripherals and computer hardware at customer sites with White Glove Service.
• Responsible for completing all required documentation and inventory
• Ensure accurate billing and timely return of defective products/parts, with respect to warranty or contract
• Identify system hardware problems and determine the most efficient and cost effective way of resolving the problems
• Provide incident support resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Migrate endusers data using SCCM and USMT or manually
• Installed Airwatch on each piece of hardware (PC, Desktops, GeTACs, Mobile Devices (iPads, iPhones (iOS) and Androids)
• Supported and administered MaaS360 Mobile Device Management on iOS and Android devices
• Provide exceptional, polite, friendly customer service and excellebt xommunication skills(oral and written)
• Assist end-users with troubleshooting issues for Active Directory functions such as password resets, account lock-outs
• Experienced with Imaging and re-imaging computers (laptops and desktops)using agency resources
• Ensure tickets are responded to within the SLA and fully document with ticketing system.
• Efficiently respond to end-user support tickets, calls and walk-ins
• Experience with on-site and remote installations and troubleshooting
• Serve as the IT liaison between the end-user and the on-site IT Coordinator
• Possesses comprehensive and current working knowledge of computers, printers, laptops, and common windows applications
• Provides professional helpdesk support for local users and remote users
• Strong oral and written communication skills
• Very Responsive to end-user customer calls, emails and face-to-face interactions on a daily basis
• Write SOPs for Airwatch, PC Refresh process, Joining accounts to the damain
• Experience working with Remedy or similar ticketing systems.

Confidential

Mobility SME/Lead - Refresh Coordinator

Responsibilities:

• Served as the agencies Lead on multiple Projects on the HP/ACES Contract at Confidential
• Technical Mobile Subject Matter Expert
• Responsible for daily Operational and Technical Support to the Government Subject Matter Expert (SME)
• Oversee equipment property management of mobile, iPads, aircards, MiFi/Hotspot and portable printers for both Government and Contractors property
• Experience troubleshooting Blackberry, Android and iPhone mobile devices
• Ensured every mobile device was registered with Mobile Device Managemenr (MDM)
• Provided written end-user instructions for MDM
• Developed actions to improve processes and relations with Government and contractors needs
• Provide expert guidance in the development of SOPs, documentation, testing, implementation
• Provide technical expertise in analyzing, diagnosing and resolving problems in support of the mobile platforms
• Responsible for asset accountability for proper invoicing in order to maintain an accurate record
• Serves as the HR liaison and responsible for conducting employee annual reviews, interviewing prospective interns and permanent employees
• Developed standardized customer communication templates and Standard Operating Procedures (SOPs)
• Activated, Installed and configured Smartphones, Androids and iPads on Blackberry, Samsung Galaxy and Apple manufacturers as I maintain a thorough understanding of mobile vendors (ATT, VzW) programs, processes, and tools.
• Track and remediate support issues using Remedy and Service Manager for incident and service requests in relation to mobile configurations, troubleshooting, restoring services, applications, email, contacts, calendar, data, and carrier concerns
• Operate and maintain our corporate scheduling tool for existing and upcoming mobile upgrades successfully
• Participated in numerous testing and training exercises and provided written technical feedback by documenting procedures for existing and new systems and applications across the Agency
• Developed an email tracking system for managing an increased number of ITPOC reminder responses and feedback
• Exceeded in reaching ticket SLA deadlines by 85% and as the Loaner Property Officer 100%.
• Local Symantec Endpoint Encryption Management Administrator ( Confidential )
• Supervises and provide direction and guidance to staff and officials at multiple levels of the agency
• Knowledgeable Mobility Device Management (MDM) platform configuration, administration and maintenance
• Exhibit strong relationships with Management, Customers, Internal and External partners and vendors
• Ensure quick turnaround with deployment and implementation of the wireless mobile devices for upgrades

Confidential

Center Security POC - PKI Registered Authority and SecurID RSA Token Lead

Responsibilities:

• Create digital certificate for authorized personnel with the Government Agencies and issue public encryption keys for specific users permitted by the Confidential .
• Ensuring comprehensive network security standards are maintained and abided by everyone
• Consistently maintains visibility on all requests on both PC and MAC platforms
• Constantly enabling/disabling accounts as requested in a timely manner
• Ensuring confidentiality and sensitive information associated with an end-users profile is current and active
• Create and Maintain certificate logs of all issued certificates approved, revoked, disabled, cancelled, updated and re-authorized profiles
• Perform Employee annual reviews (performance, corrective actions of subordinates)
• Conduct on-boarding and off-boarding processes of employees, on and offsite
• Strong Customer Service skills
• Responsible for provisioning IDMax request for job specific Confidential Applications, Accounts and Secure Access