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Field Technician Resume

Glen Burnie, MD

SUMMARY:

A focused and driven computer technician with expertise in the areas of providing Tier1 level helpdesk and database administration. Overall experience is diverse, however,, experience include analysis, troubleshooting and repair of hardware, software and computer peripherals. Strengths include the ability to work and communicate with executive management, perform data administration in a data warehouse environment, devise strategic plans and provide leadership and management across lower levels of IT support.

PROFESSIONAL EXPERIENCE:

Confidential, Glen Burnie, MD

Field Technician

Responsibilities:

  • Responsible for troubleshooting various issues within both TARIS and DLS computer systems in the Branch in accordance to State of Maryland procedures and protocol.
  • Procuring equipment from designated storage areas
  • Deploying Software updates in conjunction with both DLS and Taris teams in accordance with State of Maryland regulations and other state mandated protocols
  • Logging information and updating Maximo database with serial numbers and other tracking info for controlled inventory.
  • Troubleshooting MDOT Kiosk and CTM (Customer traffic management) system along with deploying, replacing and configuring parts as needed

Confidential, Catonsville, MD

Support Systems Analyst

Responsibilities:

  • Responsible for adherence to the upgrade process and procedures for both production and non - production environments
  • Monitor and manage Servers for errors, and updates, on Test, Q&A, and Production Servers.
  • Monitor and update tickets within the Oracle ticketing software
  • Take inbound technical customer support calls for the 3M HIS software solutions, which involves multiple client phone conversations to fully understand and resolve issues
  • Identifies and resolves customer software problems, software failures, and complex problems which require independent action to correct and/or prevent
  • Troubleshoot assigned 3M Software applications as well as interfaces (HL7, XML, etc.,) as well as Windows operating systems, network, and Citrix
  • Required to provide after-hours on-call support as necessary
  • Train existing staff on pertinent issues relating to OS, Citrix, Networking, etc. where necessary

Confidential, Rosedale, MD

Computer Technician

Responsibilities:

  • Establish and leverage relationships with School and county officials to provide exceptional user interface with latest versions of various programs and equipment
  • As required, performs periodic maintenance for all computer hardware and peripherals. Travels from site to site to deploy, repair, troubleshoot or replace electronic equipment.
  • Leads several high-level projects that include system support groups with program design to identify, communicate, implement, and resolve processing issues.
  • Impart knowledge gained through testing, s and other means to repair hardware, firmware and software on Baltimore County encrypted devices.
  • Provides internal clients with IT support by creating tickets and documents all activities in helpdesk ticketing systems via telephone, email or instant message using multiple systems in conjunction with other field technicians.
  • Deploy and install programs, drivers and other software through Alteris Deployment console to teachers, administration, students and other faculty in conjunction with updates to Supervision.

Confidential, Owings Mills, MD

Database Administrator

Responsibilities:

  • Establish and leverage relationships with Executive Sales and operational stakeholders throughout the organization to build and maintain the client referral database.
  • Process, analyze and evaluate data records by accessing multiple online databases and resources.
  • Leads several high-level projects that include system support groups with program design to identify, communicate, implement, and resolve processing issues.
  • Manages daily reports of workflow through Access database, Excel, and internal systems.
  • Assists with creating and implementing standard operating procedures and initiatives.
  • Provides internal clients with IT support by creating tickets and documents all activities in helpdesk ticketing systems via telephone, email or instant message.

Confidential, Owings Mills, MD

Logistics Support Associate

Responsibilities:

  • Wrote the SOP for the Logistics Department
  • Responsible for troubleshooting, maintaining, and providing to install shipped credit card terminals to and from various customers.
  • Quickly respond to inquiries from vendors and associates, resolving complex logistical issues by accessing various sources of logistical data. .
  • Perform weekly, monthly, and yearly inventory counts and maintained inventory database.
  • Supports and maintains user account information including rights, security and systems groups.

Confidential, Buffalo Grove, IL

Default Resolution Specialist

Responsibilities:

  • Provided internal clients with 1st level IT support company-wide via telephone, email or instant message.
  • Configured, troubleshoot and installed hardware, software, and applications.
  • Created tickets and documents all activities in helpdesk ticketing system, CIM.
  • Interacted with IT Specialists to restore service and/or identify and correct core problem.
  • Complied with Help Desk policies, procedures and directives..
  • Recommended process changes as needed to improve service levels.
  • Created/Maintained support documentation and procedures.
  • Communicated company IT policies and standards.

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