SUMMARY:

• Extensive Information Technology experience in computer systems management, engineering, migrations and technical support with emphasis on operations and infrastructure technology and support.

TECHNICAL SKILLS:

Operating Systems: Windows 3.1 through 3.11; NT Workstation 3.0 through 2003; Windows95; UNIX S5 R4; Windows NT Terminal Server 4.0, Exchange Server 2003 - 2011, Windows NT Server 3.0 - 2008, Windows Vista, Windows 7, Windows 6.5 & 7 mobile, Android, SBS 2003 -2011

Software: MS Project, Remedy, Heat, Citrix, BMC Express, Magic, Unicenter, IIS, SAP Help Desk, SMS, VNC, Robohelp, Ghost, MS Office 2k -2007, Web Ex, Magic, SMS, Go to Assist. Bitlocker, Oracle, McAfee ePO

PROFESSIONAL EXPERIENCE:

Confidential, Washington DC

Present Deployment Lead

• Imaging of new laptops, desktops tables and kiosk for IMF

• Migration of user data from old pc to new notebook
• Metric reporting of units completed daily, weekly and monthly.
• Scheduling of all deployment assignment to field engineering
• Pickup of all existing inventory
• Development of scripts for use by field personel
• Asset management reports for returned and installed inventories
• Continual improvement of the deployment process and reporting.
• Developed and maintained project plan based on the statement of work

Confidential, Hunt Valley, MD

Interim -Site Operations Lead

Responsibilities:

• Onsite and remote user support

• Patch management for 100 workstations, 5 physical and 15 vm servers
• Workstation imaging and setup
• Group and user account creation and management
• Active Directory administration
• Local disaster recovery plan, preparation and support
• Setup and support of training room pc’s
• Implementation of SysAid help desk ticketing and asset management systems
• VoIP phone administration
• Server 2012 administrations
• Desktop administration
• Off site support for Xerox state customers
• McAfee EPO server administration
• Maintain all vendor support agreement and provide 1st level support of outside vendor products
• Responsible for the recommendation, selection, purchase, and coordination of installation for 3 rd party products and services

Confidential

Sr. Technical Specialist

Responsibilities:

• On-site, off-site, and telephone support for select Senior Executive Team

• Creation and management of Active Directory and Exchange,
• Remote user support
• VPN setup and configuration
• Creation of user account and new user setup
• Software installation, configuration and trouble shooting
• Dell warranty repair work
• IMAC and new user installations
• Installation and troubleshooting of VPN clients
• Provide support for desktop printer and large multi-function device (print/copy/fax, and scan)
• Imaging of new laptop using SCCM for new users
• Oracle troubleshooting and administration
• The issuance of Prime cards to securely and efficiently allow for PKI-access to Safenet facilities and resources
• Implemented mobile access solution based on Safenets 2 factor authentication methods based on PKI and OTP
• Supporting audio/visual and videoconferencing technologies for Executive offices, meetings, and events
• Resolve IT Incidents and fulfill Service Requests in a timely manner
• Execute routine hardware/software deployments for Senior Executives and their Assistants
• Coordinate, manage, and execute Desktop Support projects, track progress, revise deadlines and ensure they meet changing needs and requirement

Confidential Baltimore, MD

Site Technical Lead

Responsibilities:

• Responsible for support of all desktop operations headquarters and 1 other local site.

• Managed construction build-out for all I.T. related build-outs.
• Management of 3 desktop engineers and 1 telephone analyst
• Deployment of workstations and laptops to users
• Managed construction build out and deployment for 3 floors in headquarters building
• Management of 6 contracted employees during buildout.
• Installation of wireless access point, printers, network switches and routers.
• Provided weekly status reports to management concerning inventory levels, special projects and employee deployments.
• Migration of user from Win 7 notebooks to Windows 10 tablets.
• Provided Windows 10 support to U.S. branches during migration.
• Responsible for coordinating and overseeing cross-functional IT teams in Service Desk Support and CIO/Executive Support.
• Managed the design and build out of all video conference rooms
• Support of all video teleconferencing rooms
• Installation and support of vpn clients for user community.
• Managed vendor installations for AV, network cabling and data testing
• Primary support for all executives and managing directors.
• New technology user workshops
• Provided tier 3 hardware and software support for U.S based branches.
• Vendor relations and management
• Software trouble shooting of COTs and custom developed applications
• Limited support of Mac hardware and software
• Development of departmental SOP’s and supporting documentation and development of user support guides.

Confidential Bethesda, MD

Imaging Analyst

Responsibilities:

• Coordination with individual properties regarding reimaging/Final PC Setup of PCs based on corporate standard.

• Enhance end user productivity by performing Reimaging/Final PC Setups, configuration, data migration, and PDA/handheld device configuration for all PCs within scope.
• Keeping current with workload activities, client billing in BMC Remedy, Request Center, voicemail and other tools and applications as necessary.
• Desk side delivery of PCs to Headquarter customers including executive level support
• Performed remote field Reimages/Final PC Setups based on volume and/or business needs.
• Diagnose and replace hardware issues with IBM/HP laptop and desktop PCs.
• Provide end user technical support for Windows 7, Windows XP operating system and Microsoft Office 2010.
• Assist with transition of end users and departments to Windows 7 operating system.
• Provide remote support using WebEx support center software
• Assist with transition of end users and departments to Microsoft Office 2010.
• Maintenance of internal support documentation and escalation policies.
• Ensure standard image are consistent across brands.

Confidential Baltimore, MD

Field Engineer

Responsibilities:

• Migration of Dell and HP workstations from XP to Windows 7 in large corporate environments

• 11/2012 to AEGON Baltimore, MD
• 03/2013 Service Delivery Site Lead
• Management of 3 desktop support engineers
• Installation of new users
• Coordination of all interoffice moves
• Senior level support of window XP and Windows 7 customer (beta group)
• Workstation installation
• PC imaging and reloading
• Creation of user account on and administration of A.D
• Overflow NOC support
• Installation and support of Office 2010 and installation of Bloomberg workstation, both dedicated and software
• Coordination of Dell part and warranty exchange
• Helpdesk procedures and documentation development of technical solutions for junior staff members.
• 24x7 support

Confidential, Silver Spring, MD

I.T. Manager

Responsibilities:

• Tasked with for setting technical direction for company implement new services management software for entire organization. The development of project plans and timelines for server migrations and the development of server and network requirements to meets customers need for growth and expansion

• Setting corporate desktop standards
• Migrations of Server 2003 to SBS 2011and Server 2008, migration of 100 user workstations from Windows XP and Vista to Windows 7 and migrations of 2003 SQL Database to SQL 2008
• Exchange 2011 and SBS 2011 server support
• Upgrade of infrastructure cabling for Cat3 to Cat 6 and upgrade and replacement of all network switches.
• Installation of 300MB wireless network point to point and multipoint
• Remote and desktop support for all users.
• Setup of Smartphones and setup of corporate VPN

Confidential Washington, DC

IMAC Team Lead

Responsibilities:

• Installation of new users

• Support of AV centers and equipment
• Coordination of all interoffice moves
• Senior level support of window XP and Windows 7 customer (beta group)
• Workstation installation
• Management of 2 junior and 2 senior support engineers
• PC imaging using swimmage and ghost
• Creation of user account on and administration of A.D
• Installation and configuration of web-ex software meeting software
• Server 2008 administration
• Overflow NOC support
• Setup of dedicated Bloomberg terminals
• Installation of Bloomberg software on workstations and installation and support of Office 2010
• Coordination of Dell part and warranty exchange
• Documentation development
• Development of helpdesk procedures and technical solutions for Jr staff member.
• Deployment of application to user from SCCM software library
• Prepared applications for deployment using the SCCM 2012 and the SCCM customization tool

Confidential Linthicum, MD

Senior Help Desk Engineer

Responsibilities:

• Assisting Ciena Corporation with the migration of 2000 new employees acquired from the purchase of a division of Nortel Networks.

• Windows Server 2003 systems administration
• Password resets for AD, Oracle and other in house systems
• Procedure and help desk documentation development
• Migration of Blackberry and other smart devices from Nortel's network to Ciena's network
• Adding, deleting and moving exchange user profiles
• Adding of users account to Ciena Domain
• Creation of network resource shares
• Used WebEx remote support for remote client support
• Installed and configured WebEx meeting software to remote and desk side client
• Troubleshooting of VPN and remote connection issues
• Remote user applications and hardware support

Confidential, Washington DC

Lead Deployment Engineer

Responsibilities:

• Deployment of over 1200 Windows 7 pcs for Citi Groups Hagerstown call center and deployment of over 1500 Windows 7pc's for Med Star Hospitals including specialized machines for surgery, radiology and research labs

• Development of deployment, migration plans and schedules as well as WBS
• Installation of network printers
• Development and delivery of corporate communications thru email and lunch work groups
• Creating and adding of computer and user account thru AD
• Imaging of predeployed pc's using Ghost, Altiris and SCCM
• Provided departmental hardware inventories using the SCCM 2012 inventory manager
• Staging applications for deployment via Altiris
• Pushed applications to users using SCCM 2008 and Altiris
• Reimaging of over 500 pc's for United Bank of Switzerland using Ghost

Confidential, Baltimore, MD

Present Lead Field Engineer

Responsibilities:

• Provide hardware installation of computer and network systems to business and residential customer

• Repair of desktop and notebook computers and repair of retail Radiant POS systems
• Asset tracking of all pc returned to dell during technology refreshes for business in the Washington metro area
• Scheduling of field tech to customer locations

Confidential, Towson, MD

Tier 3 Support Engineer

Responsibilities:

• Responsible for providing Tier 3 applications support for software end users.

• Resolve complex issues on Windows 2000, XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner.
• Identifies and defines issues that require attention of software development team.
• Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.
• Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.
• Supports Client Services and other internal departments by fielding and working ad-hoc requests related to troubleshooting the software application on an ongoing basis.
• Identifies and forwards potential software enhancement opportunities.
• Responsible for providing Tier 3 application support for software end users.
• Resolved complex issues in addition to Windows Server 2000 and 2003 issues as well network based problems via remote connection
• Worked with software developers, users, and other QA associates in the development of test cases for updated CD patches and updates versions 10.0 and 11.0
• Involvement with company wide data analysis and reporting
• Trouble shooting .Net, MSDE and MSSQL errors pre and post installation

Confidential, Laurel, MD

Tier 3 Deployment Lead Engineer

Responsibilities:

• Supporting the USDA in the deployment of 500 notebooks

• Imaged notebook computers using GHOST for deployment to USDA staff
• Installation of notebooks and printers
• Adding user and machine accounts to active directory
• Provided telephone and remotes support to USDA employee's