SUMMARY:

To obtain a position in the field of Information Systems Technology, that will offer growth and advancement in a learning environment.

PROFESSIONAL EXPERIENCE:

Confidential, White Marsh, MD

Service Desk Support Specialist

Responsibilities:

• Provide desktop support in a Windows 7 and 8.1 environment
• IMAC’s
• Create manage users, computers, and groups in AD and Prism console
• Support encryption using SEEM (Symantec)
• Map network printers, shared drives,
• Manage Tickets using Webdesk
• Provide Mitel phone administration and support
• Manage Exchange Online
• Troubleshoot and resolve network outages using tools to determine if cable service provider or century link issue
• Configure ILO on Hp ProLiant Servers
• Support and administer vpn cisco any connect and rsa tokens
• Administer users in Accurint
• Administer file and production servers 2012r2 and access permissions
• Facilitate with outside vendors for services and products
• Offer remote assistance through vnc
• Configure and install hardware, software, applications
• Create and maintain asset and support documentation and procedures
• Escalate other IT related issues to proper teams

Confidential, Baltimore, Md

Information Support Specialist

Responsibilities:

• Provide desktop support in a Windows 8.1 office 2016 environment
• Operating system image deployments and manage clients using SCCM 2012
• Support encryption using Bit Locker
• Create, manage users, computers and group accounts in AD
• IMAC’s
• Provide remote support using Skype for Business
• Administrate Skype for Business
• Administrate Exchange Online
• Administrate Office 365
• Manage Clients end user devices, groups, resources in 365
• Support One Drive for Business
• Manage tickets using Zendesk
• Map network printers
• Communicate with outside vendor for services on products
• Setup polycom phones for skype for business provisioning
• Track and manage assets in sharepoint
• Provide excellent customer service and support

Confidential, Baltimore, Md

Desktop Support Specialist

Responsibilities:

• Provide remote assistance via vnc, remote assistance and Lync
• Provide onsite/offsite assistance for hardware and software issues
• Troubleshoot and support Data encryption using DDP (Dell Data Protection)
• Troubleshoot network connectivity
• Add printers to print server
• Uses Active Directory and other tools in the Microsoft, Cisco and Citrix environment
• Work with peripheral, av and mobile devices
• Map and add users to shared drives, printers and plotters on file and print servers
• IMAC’s
• Image machines using SCCM (Systems Center Configuration Manager)
• Service, escalate and assign tickets using remedy
• Perform departmental moves etc as needed
• Track assets with management and tracking database
• Perform data migrations
• Provide information to team members and upper level IT personnel management for escalation or improvements in the environment
• Work on special projects and task as assigned
• Service offices and 5000 users throughout the United States

Confidential, Baltimore, MD

PC Support Technician II

Responsibilities:

• Maintain Operations of network servers and workstations including backup, retrieve and restore procedures
• Create, modify, remove workstations, users, groups, add users to groups, reset passwords, apply to proper OU, and provide ongoing user support in Active Directory (IMAC’s)
• Manage rights and permissions on workstations, servers, printers, and file shares
• Map and add users to shared drives, printers and plotters on file and print servers
• Advise for GPO management settings
• Create virtual machines using VMware or Hyper V
• Develop, test, troubleshoot, and document software images for certain departments deployment
• Deploy images using WDS, Acronis
• Service helpdesk tickets using OTRS, Footprints ticketing system
• Install, test, replace memory, disk storage, network, video adapters and other internal / external peripheral devices
• Troubleshoot workstation, printer, scanner, and plotter issues
• Provide remote assistance using VNC, remote assistance, RDP, Lync as well as other remote tools
• Resolve and troubleshoot IP conflict issues, monitor network connectivity using solarwinds, open nms
• Support multiple traffic monitoring cameras and displays using Activue
• Support industry standard and transportation applications
• Worked with WINSRV 2003, 2008r2, 2012, XP, 7, 8, Office 2003, 2007, 2010, 2013 Linux Distros backup exec 11,13
• Developed/administrate/manage spreadsheet and database for IT inventory, deployment and management of assets and EOL (end of life) e recycle assets
• Implement agency wide software, hardware, network upgrade
• Maintain/Coordinate with various vendors for procurement of IT products, product support, licensing and warranties.
• Investigate new commercially available equipment, software and recommend upgrades of workstations, servers, network and systems to management
• Processes requests for quotes, best price research, and obtain proper approval signatures to process request. Adheres to determined standards for purchases of IT products
• Managed other assigned task and responsibilities, plan and coordinate various size special projects
• Consult with users, managers, and IT team to assess IT needs
• Implement Standard operating procedures and policies. Coordinate/Conduct interviews of personnel
• Provide information to upper level IT personnel management for escalation or improvement
• Saved Agency over 80k a year through implementing innovative ideas and new technology
• Serviced 19 buildings and 2000 users, Served as lead Technician, provide training and instruction to clients as well as supervision to summer employees and interns

Confidential, Baltimore, MD

Communications Technician IV

Responsibilities:

• Install various types of personal computer components and Telecommunications equipment
• Modems, cable boxes, gateways, routers, home plugs, wireless adapters, and VoIP modems
• Install various types of micro/mini computer software for hardware devices
• Install various types of data transmission cable i.e.: RG 6, RG 11, RG 59, QR 320, RJ 45, RJ 11, Cat 5 /5e, Cat 6,
• Install S - video, component, composite, DVI, and HDMI for network connectivity
• Add and remove various WiFi handheld devices i.e.: smart phones -Ipads/pods
• Maintain the ability to multitask and pay attention to detail
• Troubleshoot to the first active in the feeder line
• Document and report various issues to appropriate departments, such as Ber, Fec, Mer errors, upstream, Downstream issues, pass through, packet loss, upstream SNR, downstream SNR,
• Troubleshoot wireless network connectivity issues with various routers, gateways, operating systems
• Reconfigure RF signal transmission
• Replace/repair various aerial, underground and inside coaxial cables and digital data transmission cables
• Replace /repair data connections for proper connectivity
• Work with and assign static and dynamic IPs, and subnet masks address to commercial business and
• Encrypt and change wireless networks using WEP 64, 128 WPA - WPA2 encryptions
• Work with 66 and 11 0 punch down blocks
• Troubleshoot dial tone and voltage lost or shortages
• Report RF leakage
• Locate, TDR and repair drop loss
• Troubleshoot egress and ingress for early detection and preventive maintenance
• Availability to be on call technician to support commercial and business clients
• Communicate with the NOC and Outage control dispatchers to report outages and maintenance issues
• Perform bar coding and provisioning on various equipment
• Proficient with various hardware and software vendors
• Plan layout and installation of data communication equipment
• Splice and use various test instruments
• Handle confidential / sensitive information with discretion
• Exemplify teamwork and knowledge sharing with fellow colleagues
• Provide excellent customer service, communication education to all residential, business, and commercial

Confidential, Baltimore, MD

Music Director/ Senior Group Leader

Responsibilities:

• Develop and implement P.R.P activities, supervise clients in activities in order to effect or observe changes in personal or social behavior
• Provide crisis intervention, and skill building
• Monitor and evaluate clients IRP goals and services to make recommendations to aid clients progress
• Provide basic instruction in social skills: living, work, school, etc.
• Develop activities that included academics, recreation, community service, computer literacy, and individual improvement i.e.: (Computer repair program, Poetry club, Girls and boys Basketball, Music
• Department, Social change projects, G.E.D. programs, Teen summit group etc)
• Provide group counseling leadership supervision
• Document progress and critical incidents
• Coordinate music trips activities and performances
• Maintain updated music program inventory
• Network, develop, plan, and implement an overall strategy for community organizations and businesses to ensure positive ongoing community relations
• Organize and co organize skill exhibitions, culminating events, and guest speakers/groups
• Coordinate vision planning and implementation of overall music program
• Complete, document financial paper work, monthly calendars, and other related paperwork
• Attend staff meetings trainings and other program functions

Confidential, Baltimore, MD

Percussion Director

Responsibilities:

• Teach students how to read music
• Teach music and marching techniques
• Teach care and maintenance of instruments
• Counsel students with guidance problems
• Instill morals and values, i.e.: discipline, respect, maturity, patience
• Tutor students in areas of learning

Confidential, Baltimore, MD

Computer Technician

Responsibilities:

• Troubleshoot PC 's
• Repair PC’s
• Install Nic Cards (network interface adapter cards)
• Install CD - ROMs, memory, video cards, and other CPU components
• Install software of operating systems from ( windows 98 - windows 2000 )
• Install business software applications such as Microsoft office
• Install and configure software for computer components and peripherals
• Test all computers for proper functionality for deployment

Confidential, Laurel, MD

Computer Technician/Network Technician

Responsibilities:

• Upgrade donated PC’s and deliver to (B.C.P.S.) Confidential
• Install Nic Cards
• Install CD-ROMS, memory, videos cards, and other CPU components
• Copy configurations of High School and Elementary images of operating software from a Ghost server to Pc’s
• Troubleshoot PC’s, Repair PC’s
• Setup Labs on and in a network environment using network components and devices
• Setup File and Print sharing using Microsoft networks
• Configure and Upgrade Operating Systems software ( windows 98 - windows 2000 )
• Test all computers for proper functionality for deployment

Confidential, Baltimore, MD

Stock Personnel

Responsibilities:

• Load customer cars
• Restock carts
• Provide quality customer service

Confidential, Baltimore, MD

Computer Technician/Network Technician

Responsibilities:

• Service and Resolve users network help desk calls
• Setup users and passwords, Setup users rights and permissions
• Remove and replace user network services, Remove and replace Nic cards(network interface adapters)
• Assist users through SMS
• Setup principal and ARD machines
• Use ping utility for connectivity responses
• Setup IP and subnet mask addresses
• Worked with DHCP DNS WINS

Confidential, Baltimore, MD

Group Leader

Responsibilities:

• Provide supervision of youth during activities
• Distribute Lunches
• Provide Homework and tutoring assistance

Confidential, Baltimore, MD

Computer Technician

Responsibilities:

• Build PC’s and Repair PC’s for the entire school system
• Configure and implement software installations using a ghost server
• Service and Resolve users network help desk calls
• Install, upgrade, and configure workstations hardware and software
• Test all pc’s for proper functionality, perform preventive maintenance
• Install Nic Cards (network interface adapters)
• Install CD-ROMS, memory, videos cards, and other CPU components