TECHNICAL SKILLS

Software: Magento, PeopleSoft Software, Intune Company Portal(MDM), Patch Management, Microsoft Office Suite 2016, One Drive, SharePoint, Microsoft Teams, Skype for Business Microsoft Windows Operating Systems XP, Vista, Windows 7 and Windows 10; basic HTML, VMWare 6.1 and 6.5 and basic understanding of database and Cherwell Service Management, EMC Avamar, LogMeIn, Cisco Jabber, SQL, Citrix, Oracle, Microsoft Active Directory, Azure Active Directory Service and Request Tracking System (SRTS), Standard Operating Procedure (SOP’s), On Boarding Off Boarding (OBOB), Excel Pivot Tables, Macros, BitLocker, PGP, File Vault, Manage Engine Service Desk Plus(Ticketing System), Adobe Acrobat Pro, Windows Server 2008 R2, 2012 and 2016, Barracuda web filtering 310, Mitel Admin Portal, FortiNet Admin Portal, Carbonite evaults backups

Hardware: iPhone setups, Samsung Android setup, Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell hardware installations and swaps; Black Berry configuration, Windows and MAC laptops, external hard drives, Samsung Biixolon Point of Sale registersSRP - 350 Receipt Printers, Mitel Phones, Solux Cash Drawer, Polycom phones, Smartboard

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Technical Operations Support Technician

Responsibilities:

• Assisting wif answering teh helpdesk line and create Ticket Incidents or Service Request Tickets
• Physically go into teh office twice a week to be their physically if need be
• Unlock AD account, AWD accounts, DUO Accounts, Oracle Accounts
• Create weekly status check list updates to send to senior technician
• Reimage new laptops to send to new hires and or existing employees as a replacement laptop
• Assist wif teh new hire shipment package, ex: Laptop, Docking station, One Monitor, Mouse and Keyboard, ethernet cable.
• We has to perform ITIL process-oriented tasks like solving incidents, request, changes and or problems in compliance wif company -wide SLAs on a daily

Confidential, Washington, DC

IT Systems Administrator (MDM Technician)

Responsibilities:

• Perform Windows server/network management to include collecting and maintaining and monitoring teh resources necessary for proper network operations.
• Assist staff wif monitoring, processing, troubleshooting, reporting, and reconciling activity
• I assisted in creating and maintaining end user-facing documentation, department policies and SOPs, and IT procedures, and local PC inventory management.
• Coordinate wif outside contractors or vendors to promptly resolve issues, questions, and problems
• Assist in operating, maintaining, and troubleshooting communication infrastructure, equipment, systems, procedures.
• User administration in Active Directory, O365, and Azure Active Directory software.
• PeopleSoft inventory list of Vendors, assisted Director wif monitoring, processing and reporting activity.
• Manage and report on Help Desk ticketing system (Service Desk Plus).
• Patch Management on windows servers, store registers, dell laptops, Lenovo laptops, and Microsoft surface book
• Maintaining hardware and software inventory.
• Created A records for internal websites
• Distribution of MDM Smartphone setup
• Mobile Device Management issued android phone, smartphone and tablets.
• I Perform all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
• I perform proper troubleshooting for ticket escalation (i.e., creating accurate and complete descriptions of teh client’s problem and what was teh resolution to dat problem.

Confidential, Washington, DC

Laptop Refresh Technician

Responsibilities:

• Unbox teh laptops and follow checklist accurately and correctly following every detail
• Run some pre-configured batch files install hardware drivers/software utilities if needed.
• Copy user profile from their old laptop to new laptop using EMC Avamar software.
• Installed custom/non-standard applications on teh laptop and test teh applications to make sure they run.
• Add printers, Update Active Directory and Inventory Altiris.
• Factory image old laptops.

Confidential

Field Technician

Responsibilities:

• Upgrade teh entire NOVA area doing an EPIC Upgrade to replace 22-inch monitors to 24-inch monitors.
• Field Techs worked in patient rooms, emergency rooms, operation rooms etc., to replace monitors.
• Focus will be on hardware. It is a little more involved than just unplugging cables desk/putting in new ones.

Confidential

Desk side Engineer

Responsibilities:

• Upgraded end users from Black Berry to iPhone throughout teh entire SEC offices.
• Created appointments for end user to come and pick up their new iPhone as well get hands on tutorial on how to work their new iPhone.
• Assist wif evaluating additional functionality and using current functionality in other ways to increase teh benefits of teh application for teh House.
• 30 - 50 iPhones went out daily.

Department of Justice - ManTech

Confidential Church, VA

Responsibilities:

• Primary responsibilities are to support teh replacement of all network printers throughout EOIR
• Assist wif replacing VoIP phones throughout EOIR HQ’s and other sites
• Daily status reports to OIT mgmt. wif status of teh migration efforts
• Liaison between teh court CA and OIT and communicate any issues back to ManTech mgmt. as they arise
• Assist wif replacement of all existing printers and installing teh new printers, troubleshoot any issues
• Escalation and documentation on ticketing systems, customer service and troubleshooting support via phone or email, etc.

Confidential, Los Angeles, CA

Encryption Technician

Responsibilities:

• Backing up Windows and MAC laptop data.
• Encrypting laptops, iPhones, Androids, tablets and external hard drives.
• Installing BitLocker, PGP, and File Vault software onto employee’s mobile devices.
• USB exchange wif Kingston encrypted flash drive.
• Updating Kingston flash drive wif El Capitan to work wif MAC systems.
• Checking in laptops to send back to encryption room.

Confidential, NY

Technical Administrator

Responsibilities:

• Manage administrative work across nine accounts including VM1, Puma, Gucci, H&M, Scion, Electrolux, Ocean Spray, Swarovski, and DreamWorks.
• Creating daily Verizon Oracle Reports - matched, missing, cleared to accounts payable from 2014 as well as clearing 10 - 15 invoices a day or 50 per week.
• Requesting missing invoices to cost audit and clear in Media Bank software.
• Requesting revised invoices because teh vendor either overbilled or under billed.
• Pulling delivery information from teh pivot tables and inputting on requested financial information (RFIs)
• Accounts payable, receivable and etc.

Confidential, NY

PC Technician

Responsibilities:

• Provide and coordinate next-day support for machines migrated from Windows XP to Windows 7.
• Utilize teh CA- Service manager ticketing system to long, track, and resolve incidents.
• Ensure dat all client issues are resolved quickly and TEMPeffectively.
• Responsible for finding solutions to common technical issues and implementing teh solutions accordingly.
• Collaborate wif various product teams and managers to discover and implement support solutions to machines wif specialized applications.
• I perform proper troubleshooting for ticket escalation (i.e., creating accurate and complete descriptions of teh client’s problem and what was teh resolution to dat problem.
• Disassemble Macs and PCs to move from one location to another and reassemble.
• Troubleshot issues for end users and update printer locations.
• Installed docking stations for NASA employees.
• I contributed to smaller projects like setting up new offices, migration projects, etc.

Confidential, DC

Lead IT Support Systems Engineer

Responsibilities:

• Managed deployment project to reimage PC’s for 500 + end users to Windows 7.
• Supervised 5 other IT Support Systems Engineer Interns.
• Troubleshot and installed software applications onto users’ desktops and laptops.
• Created and deleted Active Directory accounts for Blue Cross Blue Shield associates.
• Replace/upgrade PC hardware components as well revise SharePoint documents and standard operating procedures to teh LAN team.
• I contributed to smaller projects like setting up new offices, migration projects, etc.
• I assisted in creating and maintain end user-facing documentation, department policies and SOPs,