SUMMARY:

• Knowledge of ITIL (IT Infrastructure Library) V3 from the IT Service Management forum..
• C++, Python 3, Java/JavaScript, PHP, JQuery, SQL, Unix/Linux, .HTML5, CSS programming languages,, CCNA routing and switching, and trained in mobile app development
• Years of experience in setting up WAPS, setting up LANS/WANS, SAN, Putty, BMC Client Management, Parature, WLC, Cisco ISE, Remedy, BMC Track It, Oracle databases, Salesforce, Access, Amazon Web Services, Microsoft Office 2010, Unity3D 5, Microsoft Outlook, ServiceDesk, Desktop Central, Exchange, Acronis, Active Directory, Windows Group Policy, Windows Server 2008 and 2012, Visual Basic, Checkpoint, Cisco IP Communicator, Windows., Mac OS X, Linux, Remote Desktop Connection, PSTOOLS, Cisco Wireless LAN Controller., TOOLS, INFOBLOX, AlienVault, Aruba Wireless, Sophos, and Symantec Endpoint Protection
• Creating engineering and work instructions.
• Knowledge Routing, Switching, and Sub - netting.
• Experience with configuring and promoting/demoting Domain Controllers.
• Experience with VPN, VM Ware and RSA tokens (hard and soft).
• Experience with encryption software such as PGP and Checkpoint.
• Experience with backing up data using Druva, Crashplan, and Amazon Cloud.
• Experience with remote access to provide hands-on troubleshooting
• Experience with VTC/AV setups for executives using Polycom.

EMPLOYMENT HISTORY:

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Imaging Mac computers with Windows 10 using Bootcamp.
• Setting up the PowerPoint presentations for the Policy Analysts to present to the Commissioners.
• Troubleshooting technical issues.
• Scanning for vulnerabilities.
• Setting up the computer equipment6) Handling tickets thru ServiceDesk.
• Taking inventory of all Confidential technical equipment and creating a
• Following NIST security guidelines.
• Keeping track of all Symantec and AlienVault alerts.
• Having weekly meetings with the CIO go over any new problems or alerts then implementing any changes that we
• Configuring and scheduling network patches using Desktop Central
• RDC into the servers and perform, updates and maintenance
• Prepping and setting up the conference room computers for meetings, webinars, and presentations.
• Handling the OnBoarding for new employees and the OffBoarding of former employees and creating user accounts using Active Directory and creating Gmail accounts and creating Box Cloud accounts.
• Evaluating the Patch Configuration Deployment Reports, Sophos Reports, and Alien Vault Reports.
• Creating engineering and work instructions
• Writing up proposals for computer refreshes, change requests, and equipment acquisition.

Confidential, Washington, DC

PC Refresh Technician

Responsibilities:

• Putting the image on the new laptops
• Installing applications for each employee depending on their job function.
• Configuring the user account to give the employee admin rights.
• Backing up the user s old laptop by logging into Druva on the backend.
• Deploying the user s new laptop and docking station.
• Run the restore on the new laptop so the all the user s data gets transferred.
• Doing a data migration using Windows easy transfer.
• Configuring Cisco IP Communicator for remote workers.
• Making sure the remote workers are able use their RSA soft tokens to log in.

Confidential, Washington, DC

IT Consultant/ Network Engineer/Deskside Support

Responsibilities:

• Configuring laptops for new employees
• Troubleshooting hardware issues
• Software installs.
• Responding to help desk tickets.
• Ghost imaging employee laptops
• Adding computers to a domain
• Deploying docking stations and VOIP phones for employees
• Providing loaner laptops to employees who need them
• Responding to tickets on BMC Track It
• Troubleshooting VPN (Citrix), EndNote, and Microsoft Office issues
• Removing and installing hard drives in laptops
• Creating an Excel Spreadsheet with a list of users and projects on SharePoint sites.
• Fixing/repairing damaged laptops, desktops, and printers
• Ordering laptop and desktop parts
• Using Remedy to create, respond, and to close out tickets
• Responding to emails
• Working with other technicians from other locations to resolve a case.
• Backing up the data on the computers I replaced using thumb drives and external hard drives
• Performing data migration for Windows 7 to Windows 8 for all the computers we did not replace.
• Configuring IPads and Mac Pro laptops to the specifications of the client.
• Setting up servers, WAP switches
• Testing the equipment/hardware to make sure they are configured correctly before being sent to the clients.
• Providing onsite support to the Proctors and Howard Univ. students who were taking online exams.
• Worked in a team to insure that all classrooms had sufficient help with any computer/laptop issues
• Provided Stop Gap analysis
• Provided onsite support for all the different properties of DCHA.
• Worked in a team environment deploying antivirus and network security patches.
• Supported 500 - 90,000 end users
• Programming using C++ and Visual Basic
• Creating violation, parking and speeding tickets and letters for the state of MD.
• Creating templates for the violation letters.
• Responding to emails.
• Moving the office equipment to different areas inside the building.
• VTC/AV setup for high executives using a Polycom system.
• Installing any missing software on to the desktops and laptops.
• Installing the LAN wiring in the offices.

Confidential, Largo, MD

Program Specialist/Application Support

Responsibilities:

• Receives, screens, and responds to inquiries by the Europe division and overseas students on the phone or by email.
• Provides general information about the program such as admission requirements, basic academic policies, and general program content.
• Debugging stuck online applications for Overseas and military students using Peoplesoft.
• Ensures that all required forms and documentation are complete. Compiles, updates, and maintains all records related to assigned administrative processes.
• Provides administrative and technical support to the Europe and Asia Divisions of UMUC.
• Collects and enters information needed for database and tracking system on program activities. Compiles statistics, presents these in table or chart format, and prepares reports for program evaluation, compliance, and survey participation purposes.

Confidential, Largo, MD

Help Desk Specialist/Student Support

Responsibilities:

• Providing support to students dealing with issues with their financial aid, student accounts, enrollment, password issues, and issues dealing with their MyUMUC accounts.
• Putting in tickets into Remedy, Parature and SalesForce then escalating unresolved issues to specific departments
• Handling emails and chats in Parature and SalesForce.
• Entering issues in the knowledge base to find a solution.
• Escalating issues to the right department
• Determining if a student has had a R2T4 calculation done or if their financial aid had been repackaged.
• Working remotely from home using VMWare.