PROFESSIONAL EXPERIENCE

Confidential, MD

Senior Desktop Support Specialist\Systems Administrator

Responsibilities:

• Provide IT support and administration for onsite and remote users.
• Manage and respond to incoming Operations and Web Support queries and issues received through Atlassian Jira (Ticketing System) relate to network, hardware/software, and RainKing Online Apps (Research, Sales, IT, Marketing, Dealstorm, and Discover).
• Manage Operations/Infrastructure projects and implement new technologies into the environment including a new backup solution, upgraded hosted exchange server to latest version, implementation of JIRA Service Desk ticketing system, ADselfservice, and development and implementation of company's intranet.
• Manage and maintain server storage and backups (Daily, Weekly, and Monthly) of company data saved to Amazon S3 cloud storage and locally to HP NAS using CloudBerry and BackupAssist Backup Server solutions.
• Maintain Windows updates for desktop, laptops, and servers using Windows Server Update Services (WSUS) and ensure network switches/routers up to date with the latest firmware
• Accountable for new hire and exit procedures for all employees; duties include setting up desktop/laptop, Active Directory account, Exchange email, VPN access, RK apps, and VOIP telephone equipment.
• Responsible for all hardware/software purchases and manage inventory of all IT Assets.
• Provide mentoring and ensure all Tier 1 and Tier 2 Desktop Support Technicians are trained on the latest technologies including department policies and procedures.

Confidential, MD

IT Specialist

Responsibilities:

• Conducted Federal Change Manager initial and final review of all change requests using ServiceNow Ticketing System to ensure compliance of Financial Enterprise Systems Management (FESM) Change Management Process prior to deployment.
• Implemented and performed change request deployments for FESM production systems which include Livelink Enterprise Content Management, Oracle Enterprise Management (OEM) Grid Control, and Oracle Audit Vault. Changes to systems consisted of modifying or enhancing the appearance, apply vendor patches on Solaris servers, modifying tables within an Oracle database using SQL commands and scripts.
• Provided System Administration support for FESM production and non - production systems (Livelink Enterprise Content Management, OEM Grid Control, Oracle Audit Vault, SharePoint, and ServiceNow) and communicate with OpenText, Oracle, and other vendors via email and phone when issues or questions arise.
• Participated in annual assessment of FESM systems (Livelink ECM and UFMS) security controls and assisted with addressing security vulnerabilities in accordance with HHS established certification and accreditation (C&A) polices and National Institute of Standards and Technology (NIST).
• Reviewed and edited documentation developed by Deloitte Consulting pertaining to FESM operations and maintenance services. These included: Risk Management Plan, Change Management Process, Infrastructure Standard Operation Procedures, and FESM on/off boarding procedures.
• Monitored and modified OEM Grid control system alerts pertaining to FESM servers hosted at CIT NIH datacenter and ensure UFMS and PRISM audit reports were being generated and available to auditors.

Confidential, Gaithersburg, MD

Desktop Support Technician

Responsibilities:

• Provided technical support to 40 employees via phone, email, and onsite visits as required.
• Ensure all computer/networking products(Dell, Lenovo/IBM, Apple, Blackberry, Buffalo Technology, Cisco) such as desktops, laptops, tablets, mobile phones, VOIP phones, file server, and VPN/firewall are fully functional at all times and configured to the needs of the office/employees.
• Performed installations and upgrades of hardware, software, and firmware as needed.
• Developed and deployed desktop/laptop Windows 7 images using Windows Automated Installation Kit (WAIK) and Clonezilla.
• Managed and maintained Microsoft 365 email domain and accounts.
• Troubleshot software, hardware and network failures, identified root cause, and resolved in a timely and accurate manner.
• Performed general preventative maintenance tasks on desktops, laptops, network devices, printers, and all other peripheral equipment in the office.
• Sole-Handler for tracking hardware and software inventory.

Confidential, Rockville, MD

Quality Assurance Technical Lead

Responsibilities:

• Monitored the office workflow and day-to-day activities of the DJA technician team to ensure high quality of output in a timely matter.
• Identified, analyzed, and implemented improvements to enhance quality of images by getting more familiar with OminPage software and provided an efficient way for government officials to retrieve digitally formatted documents.
• Manipulated and converted archival material to digital format (about 1400 pages per day).
• Performed Optical Character Recognition (OCR) using OmniPage and Adobe software to files that were scanned/Qc’d.
• Coordinated and conducted biweekly meetings with FDA Project Manager to discuss updates and progress of scanning and OCR.