SUMMARY:

Dynamic technician with a commanding ability to work with diverse teams of professionals to achieve new levels of success. Along with CISM, ITIL v3 (Critical Incident stress Management .) I have worked and driven productive in variety of highly competitive industries, cutting - edge markets, and fast-paced environments.

TECHNICAL SKILLS:

Microsoft: Windows Vista/XP/7, 8, 10 ; Office 2010, 2013; Active Directory; Exchange Console; Windows Server Update Services ( WSUS); Microsoft Remote Desktop; Remote Assistance; Active Roles; PowerShell (Novice); Linux Novice, SQL Management Studio, Microsoft Hyper-V, VMWare. System Center Configuration Manager ( SCCM)

Macintosh: El Captain and Snow leopard including imaging of mac based products

Browsers: Fire Fox; Chrome; Internet Explorer and Safari.

Software: Adobe Suite, Java, Oracle, ORION Solar winds.

Mobile: Apple Mobile OS, Blackberry, Android, Citrix XenApp and Xen Desktop.

Ticketing Systems: Remedy, Service Now.

Hardware: Dell PC/Laptop, HP PC/Laptop, Cisco Networking Equipment repair and deployment

PROFESSIONAL EXPERIENCE:

Confidential, MD

Collateral Collection Specialist

Responsibilities:

• Actively investigate portfolios of individual or companies 15 to 89 days in the arrears.
• Utilize fair yet affecting negotiating skills to allow portfolios to be brought to current
• Monitor trends to prevent delinquency in the future
• Work with account holders while actively listening and using customer service related skills

Confidential, Hunt Valley, MD

IT/Support Desk Manager

Responsibilities:

• Maintain the effective provisioning, configuration installation, operation, and maintenance of systems hardware and software and related infrastructure.
• Conduct technical research and development to conceptualize innovation within the infrastructure.
• Monitor television and news broadcast employee hardware and software systems to ensure adherence to organizational values and polices.
• Work with project managers to address technical issues in the initiation and planning phases of the organization’s standard project management methodology.
• Work on departmental based project activities to include the definition of needs, benefits, and technical strategy; research & development within the project life cycle; technical analysis and design; and support of operations and executing, testing and rolling-out the solutions.
• Provide oversight over the transition of projects from development staff to production staff by performing operations activities within the project life cycle.
• Accountable for the following systems: Windows systems that support GIS infrastructure, Windows and Application systems that support Asset. With direct support within Sinclair’s legal department, additionally high-level executives from the CEO and others including but not limited. Mobile devices local and network file encryption ( Laptop, I-Pad’s and Microsoft based products )
• Management; Responsibilities on these systems include SA engineering and provisioning; operations and support; and maintenance.
• On boarding and off boarding employees utilizing Active Directory and Microsoft Exchange
• Project work including migration from server to cloud based ( Microsoft 365)
• Desktop support, work station configuration, software and hardware installation

Confidential, Owings Mills, MD

Senior Fraud Analyst

Responsibilities:

• Monitored consumer account activity to identify possible front-end and/or back-end fraud.
• Communicated incidents of suspected fraud to high value profiled clients remotely and internationally to verify unusual account activity.
• Identified and implemented strategies for increased security procedures and made recommendations to fraud prevention associates.
• Assisted high valued consumers in making account updates with great attention to detail.
• Worked with individual investment clients as well customers wanting information along with making changes within their 401k portfolios
• Maintain fraud analysis models to improve efficiency and effectiveness of company systems.
• Generate suspicious activity reports and risk management reports for Managers
• Recommend anti-fraud processes for changing transaction patterns and trends
• Generate suspicious activity reports and risk management reports for Managers.

Confidential, Baltimore, MD

Senior Help desk/ desktop support analyst

Responsibilities:

• Generate usage reports for user enrolling in the Maryland Connection Exchange site for Managers.
• Install new peripheral devices as directed by mangers
• Access new users with account access
• Troubleshoot exiting issue technical issue report either phone ticketing software or phone call
• Configure new work stations assigned by IT Manger
• Successful completed on account setup via Microsoft Exchange and active directory

Confidential, Hanover, MD

Senior Help Desk Analyst

Responsibilities:

• Served as first & second level technical support analyst responsible for call management for a national infrastructure supporting 65,000 employees and over 60 million customers throughout US, Mexico and Canada.
• Identified and resolved hardware, software and connectivity issues for a mixed UNIX, Windows NT/2000 system.
• Verified provisioning and diagnosed device or network issues and supported VoIP, cellular technologies and satellite phone systems through proprietary software.
• Provided exceptional customer service and technical support for internal and external voice and data product customers.
• Used various administrative department tools and on-line resources for customer resolution including the trouble ticket system "Remedy" for tracking customer interactions and problem resolution.
• Evaluated customers concerns and resolve problems to customer satisfaction. Demonstrated and practiced regularly the skills necessary to handle any Customer Service and/or Technical Support call type that may been encountered.

Confidential, Baltimore Maryland

Supervising PARAMEDIC/FIREFIGHTER

Responsibilities:

• Performs complex diagnostic and medical procedures including, but not limited to: intravenous cannulation, endotracheal intubation, recognition of cardiac arrhythmias and administration of various medications.
• Drives and operates ambulance or other apparatus as assigned and/or operates as a member of medic engine or medic Truck Company.
• Accurately completes written and verbal reports on patient care to hospital emergency departments.
• Performs a thorough, daily inspection and pump check of the apparatus to which while assigned; notifies station officer of any condition requiring repair or maintenance; insures that the inventory of supplies and equipment is complete; assures that apparatus, equipment, and records are maintained and in good order.
• Utilizes city computer system for patient care documentation, record keeping, pre-incident planning and other job related functions.