SUMMARY:

• To acquire a position with the potential of advancement where I can utilize my knowledge and experience within Information Technology and Security.
• Excellent interpersonal and assessment skills, organizational skills, multi - task oriented and consistently meet company's deadlines.
• Effectively work within directorial policies, guidelines, teams, and systems.

TECHNICAL SKILLS:

Skills: Excellent Customer Service skills and Management, Security protocols, TCP/IP, Ticketing systems, System Recovery, Inventory Tracking, New User Training, Professionalism, Mitigation.

PC software: Microsoft Windows, MASS 360, Remote access assist, IBM Lotus Notes, RDC (Remote Desktop Connection), LAN Desk Manager, SAP Objective, Spectrum (Wiresharks equivalent), MS-Office 365, People soft and other standard software

Handheld Support: Blackberry, Android, IOS, Windows Mobile devices, iPad and iPhone Technical Support

Desktop Support: PC Repair, Hardware software Upgrade, Norton antivirus, network cards, printers, scanners and other peripherals

Hardware: Solid knowledge of installing and reinstalling hardware, networking and other peripherals

PROFESSIONAL EXPERIENCE:

Confidential, White Marsh, MD

NOC Analyst

Responsibilities:

• Provide excellent support to Confidential ’s network that contains over 1.5 million customers as a NOC analyst, ensure information security/information assurance policies, principles and practices are applied in the delivery of customer support
• Perform tier 1 and tier 2 incident management tasks in a time sensitive environment
• Enter data into trouble ticketing system (BMC Remedy TTS) to document problems including diagnostic results and multiple product correlation as well as escalation and repair performance information.
• Own NOC ticket from beginning to end and provide detailed documentation to reveal what the Cause, Fix and Troubleshooting steps taken to find the resolution
• Utilize Telnet, Secure CRT, Putty (application) to log in to routers, CDNS and switches to perform routine checks and ensure that all systems are up and running properly
• Provide maintenance assistance of Cisco/Juniper and Arris Routers & switches.
• Utilize monitoring tools such as Spectrum, IVMS (Video Bit rate monitor), Quest Control(Facility monitor) and a multitude of other web based applications that give visibility to the entire infrastructure from the ground up
• Act as the local liaison to identify, correlate, communicate, and verify customer impact for nationally managed care team events to the proper engineering teams to mitigate any issues
• Performed basic trouble shooting steps such as executing trace routes, ping test, snmp test etc.
• Provide direct support to business customer related issues (latency, internet speeds, packet loss, Fiber cuts etc.
• Provision/Decommission hardware (Laptops, Desktops, Macs, Servers, Storage) following SOP
• Follow process and use critical thinking to determine accurate severity level on every incident
• Monitor Fiber optic network for Verizon, T-Mobile and Sprint. Also provide RMA support for faulty equipment.
• Provide direct support and feedback to the NOC Management to decipher discrepancies in the network and suggest possible solutions and various troubleshooting methodologies
• Document and report monitoring and incident response activities on a daily, weekly, and monthly basis
• Provide solutions to efficiently and proactively address and fix customer issues.
• Insure that the Service Level Agreement is always met and never compromised
• Assist in post mortem analysis, capacity and utilization review of the VOD platform, and the HSI platform
• Initiate and host conference bridges for critical issues, meet with all appropriate network teams and provide recommendations/suggestions on remediating network outages
• Provide remote assistance for hardware replacements, decommissions and network configuration changes.
• Provide remote assistance for customer devices (Reboots, initializations, configuration pushes etc.)

Confidential, Baltimore, MD

Telecommunication Tech

Responsibilities:

• Provided direct support, Installing Multiple software operating systems such as Windows7/8, Windows Server 2012. Installed and administered AD (Active Directory), DNS and DHCP.
• Wiring up work stations with Cat 5e/6 cables ( To including cutting and dressing cable ends, running cables through walls, using cable management devices and Termination.).
• Work anywhere from 10-25 tickets a day depending on type of tickets during the days where we just provide Help desk support. 2-5 tickets on the days where we performed installs of physical network infrastructure for small businesses
• Strong knowledge of Active directory, Troubleshooting methodologies, Install and set up Domain controllers, user account creation/deletion, password resets, migration etc. As well as the MS office suite.
• Resolved all initial clients’ requests for all network services, and supported desktop/laptop users via telephone, e-mail and voicemails
• Troubleshoot Network related issues by testing and troubleshooting Cables, Servers, and software on said servers(Windows server 2012 primarily)
• Provided a full Network solution ranging from residential to Business class(Full installation of Network Devices, wiring and Software plus support after the installation is complete)
• Assisted users with company mobile devices via MaaS360 - Set permissions and restriction for specific apps, reset passwords, wiped devices in case of a lost device (selective and full wipes)
• Monitored, managed and restrict access to apps, cloud, camera etc. for mobile devices (IOS, Android, windows and Blackberry) through MaaS360
• Support BYOD - set up encryptions and antivirus software - set up alerts for any device (jail broken device, changes made, out of compliance alerts etc.
• Mitigated issues ranging from Layer 1, 2 and 3. To include remote desktop assistance for various issues and problems on the applications layer.
• Set up VPN’s for customer that needed to connect securely to their office from home.
• Provided direct support on site, once all information is gathered and telephone consultation proves inadequate to resolve the user’s problem
• Ability to build and configure PCs, laptops and docking stations. Additionally re-image desktops and laptops using disk utility software for wiping and repairing
• Analyzed and mitigated various network connectivity issues on Windows and OS X machines
• Handled security issues such as lost equipment, virus/malware, and inappropriate use within the company guidelines
• Provided full Mobile Device email Support by creating User IDs and Passwords using CSG TechNet(Web Portal)
• Responsible for developing and following SOP’s, checklists, and other technical documentation.
• Ensured client’s feedback is solicited, analyzed, for trends, and potential problems
• Strong knowledge of helpdesk trouble-shooting procedures and support methodologies
• Operating and maintaining the Tech Data ticketing system, to include collecting and maintaining user profile data, and creation of customer drops
• Provide assistance with common applications, to include Norton Anti-Virus, Webroot, Telecom app, web browsers, Microsoft office suite and Streaming applications for video services.
• Resolve issues related to end users, network connectivity, application errors and user login credentials.
• Served as a trouble ticket owner from receipt until closeout.

Confidential, Towson, MD

IT/Mobile Analyst

Responsibilities:

• Provided technical assistance to clients with their Mac, PC, network connectivity, Blackberry, iPhone, Remote access and security issues (antivirus, scanned for potentials malware and phishing trap)
• Track record of working with end users with excellent customer service, worked together with Geek Squad support and other support desks
• Mitigated end users issues via proper troubleshooting procedures from beginning to end to provide the most efficient solution.
• Provided technical support to hundreds of clients on a day to day basis
• Setup User profiles and provided assistance on client’s iPads as well as help them analyze and troubleshoot software/ hardware issues
• Hands-on experience in responding and following up to all of end user requests
• Utilized in-house products such as Norton Security and Webroot to mitigate threats on user’s machines
• Developed and maintained SOP’s for the new hires and for reference
• Trained new staff on internal procedures and policies on providing technical support to customers
• Used (BEAST) and (TKip) software to manage, provision, check for qualification and activate client's mobile devices
• Help clients identify and resolve issues pertaining to device network configurations, web hosting and domain registration
• Provide training and support on all technologies and services to end users that the Confidential offered

Confidential, Gaithersburg, MD

Communications Specialist

Responsibilities:

• Setup up enterprise and personal e-mail accounts, troubleshoot Blackberries, iOS, Androids and Windows mobile phones
• Assessed and addressed any related corrective actions for any billing issues to include; reconcile charges and credits for service changes, contract cancellations, and additions
• Assist Clients with hands on training and install various applications to fit their needs for business and personal use
• Assisted users with company mobile devices via MaaS360 - Set permissions and restriction for specific apps, reset passwords, wiped devices in case of a lost device (selective and full wipes)
• Monitored, managed and restrict access to apps, cloud, camera etc. for mobile devices (IOS, Android, windows and Blackberry) through MaaS360
• Support BYOD - set up encryptions and antivirus software - set up alerts for any device (jail broken device, changes made, out of compliance alerts etc.
• Provide direct support to internal employs for Mobile devices related issues.
• Number one in sales and customer satisfaction district-wide while simultaneously lowering shrink and staff turnover to all-time lows
• Managed the POS (Point of Sale) software and transactions on daily basis
• Assisted management in training new associates and retraining where needed.
• Maintained records of sales and contracts, audited paperwork daily / made deposits
• Consistently achieved goals by effectively promoting products and services
• Coordinate inventory control, receiving, merchandising (plan-o-grams) and store maintenance
• Handle in-store customer complaints, and encourage a friendly customer-service environment

Confidential, Germantown, MD

Tier 1 support + Admin

Responsibilities:

• Work closely with Production, Scheduling, Purchasing and Customer Service to ensure smooth flow of products and information
• Track and update time in Kronos for associates' hours, vacation, sick time and personal days.
• Provided direct support to internal drive that had issues with GPS, Mobile devices, and applications used for tracking progress and training.
• Operated and maintained a Ticketing system for drivers and clients.
• Coordinated inventory control and tracked routes and records for evaluation and logging.
• Handle online customer feedback and encourage a friendly customer-service environment.
• Clerical work; Filing, taxes, Receptionist, and other miscellaneous tasks.
• Maintained records of sales and contracts, audited paperwork Ability to operate Office equipment (including but not limited to LRT, telephone, copier’s printers, fax machines, computers, CCTV surveillance system, etc.)