SUMMARY:

• Experienced Senior IT Support Specialist with the ability to install, support, and trouble shoot and maintain computer, printers and software.
• Execute proper evaluation and careful analysis of network technologies and procedures
• Strong customer service skills in a helpdesk and call center environment.
• Setting up Helpdesk Response plans to better assist call center calls and emailed request for service calls.
• Extensive experience in the Technology Industry
• Project planning, Project Management with Experience working with Executive Support Team
• Reliable, and Courteous professional with All Staff
• Resolve tasks effectively along with maintaining confidentiality while providing technical support to employees and authorized users.
• Leadership support skills and a team player as well as a Self - Starter.
• Remedy, Support Magic and some Service Now and other Ticketing systems

WORK EXPERIENCE:

Confidential, Towson MD

IT Helpdesk Administrator

Responsibilities:

• All duties made in conjunction with the Facility Director and the Director of MIS
• Implementation, installation and operation of information and functional system for the MIS policy
• Ensure data accuracy, security and compliance with legal regulatory provisions
• Provide end user computer training as needed
• Provide and configure mobile device
• Attend training classes and meeting as required
• Troubleshoot and correct computer and equipment problems or malfunctions
• Manage computer operations scheduling, backup, storage and retrieval of lost data.
• Support 4 different location within the Confidential
• Active Directory Accounts Create, Reset passwords, permissions and adding & deletion of computers tot domain .
• Answer Helpdesk calls via email, Remote Desktop & Go to Assist
• Lead Tech for Project to Install T1 service to 3 locations
• Add Network and local printers at each location

Confidential, Greenbelt, MD

Senior Desktop Support Specialist/ Contractor

Responsibilities:

• Provide Customer with advanced level desktop support including but not limited to OS imaging, H/W, S/W, mobile device deployment troubleshooting, problem assessment, documentation, inventory, computer relocation
• COTS and internal applications: Cares, Avatar PatTrac, Sophos anti-virus, Symantec Ghost, Symantec, Norton and other Anti-virus applications & AIF
• CNS and any other 3rd party software that customers requested and have been approved by Management.
• Advanced level troubleshooting for PC in a switched environment Advanced knowledge in troubleshooting Dell/HP/Ricoh printers, Juniper VPN, SharePoint familiarity,
• Project management, documentation, break /fix. Windows, Windows XP Pro/7 Windows 8
• Advanced knowledge in rapid deployments, remote control support,
• Go to Assist, SMS &.Desktop Remote control & SCCM remote, Desktop support in a large government Agency.
• Dell & IBM Laptops and Window 7& Windows 8 operating system along with Active Directory
• Create accounts and reset passwords for customers.
• Install office Products to Office Pro 2003, 2007, 2010 & Office 365and Adobe Reader & Adobe Pro X.
• Configure iPads and iPhones and Black Berries many other Mobile devices as well.
• Travel to various sites for Network support for the Montgomery County government agencies
• Support over 5,000 users throughout the area.
• Support the PMT on the ECMS project to install scanners and software for the Confidential.
• Support the Executive staff on various requests from AV support to installing webcam setups for video conferences and many off the Offsite conferences.
• Advanced knowledge of various wireless cards for wireless support for offsite connection to the MCG Network.
• Setup new desktop and laptop for new hires as well doing upgrade for customers with the process of moving data from old machine to new machine.
• Making sure all data has been restored and all application is working for customer.
• Customer service and customer relationship is very important to the customer to make them feel that they are number one when it comes to service.
• Lead Network / Tech Support for the Affordable Care Act Program for the Prince Georges County and Montgomery County Government.
• Meeting with HHS, ACA Program and DTS Management to go over reports for improving SLA’s for Montgomery County as well as Prince Georges County (ACA) Program for Reporting Helpdesk issues.
• Support up to 100 plus customers using Mobile Device, Laptops, Cell Phones, Surface 2 &3 Pro and desk side support for 8 other site locations with 28 desktops around the other 5 sites in Montgomery County area.
• Installed Ring Central Phone system with VOIP phone for the call center located at 8818 Georgia avenue location. With having 7 different languages for 7 group on the phone system.
• Installed Apps on the HTC Mini One, Samsung and IPhones so the staff can hold conference call from their device as well as keep cost down on Mobile service.
• Support Liaison and partners through the ACA program who request to be setup with VPN and Terminal service account to gain access to the secured network to be able to access HIX Application to help enroll Health Care to customer for the ACA program.
• Lead-Tech support for all events around the Princess Georges County Area along with Montgomery County Staff to help enroll Consumers to the ACA Program daily & weekend events throughout the enrollment period.
• Assist in create or adding Partners to the Active Directory to give permissions to allow access to the VPN & Terminal Services.
• Trained staff on Phone system along with other application that has been provide by the MHBE doing ACA project.
• SCCM Management Deployment Console and System Center Endpoint Protection
• Surface 2 and Surface 3 with working knowledge in Windows 8.1

Confidential, Baltimore, MD

Senior Support Analyst

Responsibilities:

• Worked closely with the PeopleSoft Manager to continuously improve and maintain the PeopleSoft financial system.
• Manage and communicate all issues related to the database and business system administration. This includes collaborating with functional and technical owners on incident management, problem management, escalation management, resource management.
• Analyze, evaluate, and develop creative solutions for business system needs and objectives for the customer community.
• Coordinate with vendors and functional end-users to provide 2nd and 3rd level production support for the PeopleSoft applications.
• Troubleshoot application and functional business issues
• Supports a Staff that are between our 7 United States offices, along with 6 Overseas offices on all levels of IT
• Resolved Issues,including office 2003, 2007 and 2010 network & connection issues.
• Create User account through Active Directory as well and Wireless network through our secured network using window log in scripts.
• Install software using Kaseya Client as well as able to remote into Staffs computer desktops or laptops.
• Lead on the configurations of mobile devices from Blackberry, Windows phone, Iphone’s and Ipad with our Company Confidential
• Support printers various models from HP, Lexmark and Xerox. Configure HP desktops and laptops which are the standard models here.
• VPN Cisco any connect software for remote staff as well as Log-me-In software. We use Footprints as our ticket & knowledge base system for tracking staff request for support.
• Handle large volumes of calls from staff
• Detail Oriented and Multi- Tasked
• Removing Virus from staff laptop using Forefront antivirus protection and supporting Adobe products, Microsoft and other 3rd party software as well.

Confidential, Washington, DC

Technology Support Coordinator

• Excellent written (including proofreading and editing) and oral communication skills, including the ability to briefly summarize the essence of issues.
• Ability to establish and implement systems to ensure the successful completion of projects and to effectively manage files and information recording systems.
• Keen attention to detail and excellent organizational skills.
• Effective time management skills with an ability to balance multiple priorities.
• Strong interpersonal skills: articulate and self-assured. Ability to develop productive relationships both internally and externally.
• Maintain a customer service demeanor at all times. Able to build rapport and provide assistance to external constituents as well as internal staff.
• Flexibility to work as part of a team or independently to meet goals in a deadline-driven environment. Ability to think proactively, take initiative and see tasks through to completion with appropriate follow-up.
• An ability to apply and build professional/technical expertise to accomplish results.
• Cooperate with others to accomplish established objectives by helping to determine priorities, allocate resources and resolve problems effectively.
• An ability to fit into the creative, fast-paced, and highly professional corporate culture of Pew, which emphasizes excellence, collegiality and teamwork.
• Demonstrated proficiency in computer technology including applications for data management and electronic calendars (Windows, Microsoft Word, Excel, PowerPoint and Outlook required). Ability to quickly learn software specific to the department or institution.
• Supports a staff of about 650 people between our Washington DC & Philadelphia Office, along with Overseas Staff of about 100 on all levels of IT support from any office Issues including office 2003, 2007 and 2010 network & connection issues.
• Create User account through Active Directory as well and Wireless network through our secured network using window log in scripts. Maintain daily back-ups using a Dell power edge Server with backup tapes every night.
• Configure Cisco Phone & Voicemails using our new Voice over IP phone system with a data line as backup.
• Setup conference call in our over 50 conference room with 10 with video conference ability.
• Weekly Meetings with Philadelphia & Washington Staff and Management to go over reports to improve Helpdesk procedures and First response plans to ensure better service to staff.
• Maintain inventory of all software and Hardware for the entire staff. Entire staff members are given laptops for mobile ability and able to become wireless when units are removed from there docking station to attend training classes or go into Video conference between or home office in Philadelphia & the Washington DC office.
• Monitor Citrix server, San’s server also monitor 150 data severe that is used as a backup for Voice-Net server. Deploy new IBM X200, X201, X220 with custom Image & Re-image laptops IBM X60 & X61’s and Dell 600, D610 laptops as well as place all service call for Printer, Laptop and server when needed.
• Also use Remote desktop to logon to user laptops on different Floors to assist them to resolve their IT issues. With Citrix logon from my Laptop I can get into servers to take care of network or helpdesk request.
• Handle request for purchases of PD’s and Blackberries, and configure all Mobile devices to connect to Exchange and Blackberry server.

Confidential, Owing Mills, MD

LAN Administration / Help desk Analyst

• Establishes network specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing router administration, including interface configuration and routing protocols.
• Established evaluating network performance issues including availability, utilization, throughput, good put, and latency; planning and executing the selection, installation, configuration, and testing of equipment; defining network policies and procedures; establishing connections and firewalls.
• Maintains network performance by performing network monitoring and analysis, and performance tuning; troubleshooting network problems; escalating problems to vendor.
• Secures network by developing network access, monitoring, control, and evaluation; maintaining documentation.
• Prepares users by designing and conducting training programs; providing references and support.
• Upgrades network by conferring with vendors; developing, testing, evaluating, and installing enhancements.
• Meets financial requirements by submitting information for budgets; monitoring expenses.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Protects organization's value by keeping information confidential.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Support Local group as well as United States & Canada also Mexico branch to bring up Server, as well as workstation in the branches.
• Remotely logon to workstation to complete local software installs. Using Active Directory to assist in giving right to domain account along with using User manager to change or reset user domain account to access the Windows account.
• Take as many as 50 to 100 calls a day for help desk support for Domestic call from our collection centers and Dealer support centers as well.
• Windows 2000 & Windows XP-Pro operating systems. Also use Unix to connect to other branches to unlock them when patches fail to bring servers back up in branches.
• Reply to about 100-to 175-email request to get help desk support in all different area. In response to them by placing request in proper groups to get there request resolved by the proper group.
• Resolve local problem ticket in the Baltimore & all local area Branches.