SUMMARY:

A top - performing Help Desk Manager with hands-on experience in IT troubleshooting, hardware and software configuration and management. Frequently identify areas for process improvement and supervise project and operations development. Strong background in customer service, communicates solutions to multiple departments and organization leaders. Demonstrated ability to manage large teams, prioritize IT projects and support tasks, while delivering quality services and products, and interfacing with clients and staff members.

AREAS OF EXPERTISE:

• Customer Service Driven
• Managed team of 15 technicians
• Establish schedules for both 24/7 shifts and remote site rotation
• Familiar with CMS best practices for security
• Supported CMS Government Contracts (EIDM, OnePI, MacBIS, DSH)
• All IT on-boarding/off-boarding
• Desktop/Laptop Support
• Server Support/Management
• Cable Routing & Management
• Server 2003, 2008 and 2012
• Keyscan Access Control & Administration
• OfficeSpace floor plan administration
• Windows XP, Vista, 7, 8, 8.1, and 10
• OS X (Macbooks), iOS (iPhone, iPad)
• Active Directory
• Exchange 2010 & 2013 administration
• Microsoft Office, Visio, Project
• Cisco Network Access Control (NAC) & AnyConnect VPN Client
• Cisco ISE (end user support)
• RSA SecurID tokens (ODA, soft and hard tokens)
• Symantec Endpoint Protection (AV) & Encryption (SEE & PGP) Configuration and Security Maintenance
• Bomgar Remote Support software administration and maintenance
• Spiceworks Ticketing System
• Websense (Triton) web proxy
• Good for Enterprise/Blackberry Work administration iCore/Vonage phone system configuration
• Windows Deployment Services
• Papercut secure printing
• Lync (Skype for business) administration
• Time/Task management of all helpdesk staff
• Windows Collaborative Tools including file shares & Access Control
• SCCM reporting

KEY SKILLS ASSESSMENT:

Leadership Skills: Originally hired as a facilities technician and advanced to Help Desk Manager in less than 2 years. Committed to success of the team and dedicated to meeting difficult obligations. Successfully implemented 24/7 on-site support through Open Enrollment and coordinated schedules of 15 technicians.

Broad Technical Knowledge: Driven and self-taught, willing to research and learn before asking for help, grew significant IT skills through hands-on experience with hardware, software, networking and mobile devices.

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Help Desk Manager

Responsibilities:

• Provide outstanding customer care all users and maintain excellent relationships with each individual team.
• Maintain SLA’s required for each contract and team.
• Facilitate the Onboarding process by configuring and updating multiple system images, user accounts and access requirements.
• Configure, Install, and secure all proper programs necessary for software testers on multiple government projects.
• Implement, execute and automate new processes and procedures to improve accuracy and increase efficiency.
• Manage user accounts enterprise-wide through Active Directory and Microsoft Exchange.
• Coordinate responsibilities and schedules of 15 technicians to complete tasks effectively and efficiently.
• Manage and configure the Operations Support ticketing system (Spiceworks).
• Work directly with the Asset Management team to maintain and audit the corporate hardware and software inventories.
• Coordinate new software implementation with the careful consideration of Government security, best practices, and guidelines.
• Orchestrate all network and security initiatives utilizing the Helpdesk, Network, and Firewall teams.
• Create, implement and support Disaster Recovery solutions for multiple servers, systems, and services across the organization
• Create, maintain, and audit Group Policy configurations per the necessary governing requirements.
• Experience with Juniper and Palo Alto firewall reporting and access control.
• Administer Symantec Endpoint Protection USB restrictions, Antivirus, and other various security policies to meet the guidelines and requirements of CMS.
• Technical Diagrams and Documentation.
• Track and report Helpdesk activities via weekly, monthly, and yearly reports
• Ensure needs of end users, corporate management, and external customers are met and/or addressed in a timely fashion.

Help Desk Technician

Confidential

Responsibilities:

• Provide outstanding customer care all users and maintain excellent relationships with each individual team.
• Facilitate the onboarding process by imaging new laptops.
• Install proper programs necessary for software testers and developers on multiple government projects.
• Provide Break-fix resolution as well as software/hardware troubleshooting.
• Manage user accounts enterprise-wide through Active Directory and Microsoft Exchange.
• Maintain IT inventory; coordinate transfer of duties to newly established Asset Management Team.
• Track and update all assigned support tickets

Facilities Coordinator

Confidential

Responsibilities:

• Manage correct floor plans for all locations and manage badge/access.
• Upkeep of networking systems and electrical items. Build new systems to accommodate new facilities and prevent maintenance issues.
• Maintain the office spaces and all work areas to have productive, clean, and efficient environment.
• Keeping up to date information on all facilities issues using Spiceworks program.
• Communicating with many other departments.

Confidential, Mt. Airy, MD

Warehouse Associate

Responsibilities:

• Prepared pallets by following prescribed stacking arrangement and properly tagging pallets.
• Properly utilized warehouse equipment and tools to increase productivity, efficiency, and safety.
• Responsible for careful handling of all merchandise to avoid damage.
• Loaded, staged and unloaded products for shipment.
• Read work orders or received oral instructions to determine work assignments and material and equipment needs.
• Recorded numbers of units handled and moved, using daily production sheets or work tickets.
• Used item numbers to properly stock warehouse.
• Built and assembled customized storage shelving/containers/devices for each item.

Confidential, Frederick, MD

Stocker/Planogram Team Member

Responsibilities:

• Prepared pallets by following prescribed stacking arrangement and properly tagging pallets.
• Responsible for careful handling of all merchandise to avoid damage.
• Properly utilized equipment and tools to increase productivity, efficiency, and safety.
• Staged final products for shelving.
• Moved stock and other materials to and from storage and production areas, loading docks, delivery vehicles, ships and containers tractors and other equipment.
• Prioritized tasks based on work orders or oral instructions to manage daily responsibilities.
• Managed the entertainment department. Made sure everything was available for all customer needs.

Confidential, Frederick, MD

Sales floor team member

Responsibilities:

• Answered all customer questions to best of knowledge providing unparalleled customer service.
• Worked cash register and customer service desk.
• Worked as Electronics Department Manager as needed.
• Responsible for careful handling of all merchandise to avoid damage.
• Staged final products for shelving.
• Prioritized tasks based on work orders or oral instructions to manage daily responsibilities.