SUMMARY:

• Knowledge and experience working in a Help Desk, Hospital Labs Environment, Desktop Support, School Environment, Deployments, Team Lead Roles
• Proven work ethic - punctuality, attendance, teamwork, and overall performance
• Exceptional customer service skills

TECHNICAL SKILLS:

Hardware: Hubs, Switches, Routers, Firewalls, RAID, Servers, Thin Clients, Hard Drives, Printers, Laptops, Tough Books, Desktops

Operating Systems: Microsoft Windows 2003 Server, Windows XP, Windows 7 32-Bit & 63-Bit, Window 10, Window 8

Software: Microsoft Office 2003-201 3, Remedy, VMWare, Lotus Notes, VPN Clients, Bitlocker, Altiris, Rumba, Citrix, Maximo, PDF Split and Merge, Project Wise, Mirage imaging

Networking Skills: Windows 7 client installation, configuration and maintenance; Windows Server 2003 installation, configuration, monitoring, change management, hardening, fault tolerance, disaster recovery and remote management; Active Directory; Group Policy; DNS; DHCP; VPN, routing, RRAS and remote access protocols; network design, configuration and troubleshooting; TCP/IP sub-netting and troubleshooting; firewall and proxy server configuration; emphasis on adherence to Microsoft standards and maintaining network documentation; Windows 7 client installation, configuration and maintenance, Tracing ports, Patching ports

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Desktop Support Technician

Responsibilities:

• Connect users to network printers and Copiers; While also troubleshooting them such as replacing toner cartridges, replacing Maintenance Kits, Network cards, Image Transfer Kits
• Setting up workstations for end users, and fixing hardware issues such as replacing hard drives and replacing memory and all so updating BOIS, Moving users data
• Mapping network drives to perform different task such as: moving files between PC remotely, taking images and moving them for one place to another
• Using Active Directory by resetting passwords and adding users to groups and also creating user accounts. Making groups and editing group policies
• Port security, Ordering parts for departments Computer or Printer and copiers

Confidential, Baltimore MD

SR. Helpdesk\Desktop Support Technician

Responsibilities:

• Installing programs for users while also troubleshooting such programs: PDF split and merge, PC-Travel, Pavement ME Design, Projectwise, Microstation, using a Maximo ticketing system along with their own ticketing system
• Connect users to network printers and Copiers; While also troubleshooting them such as replacing toner cartridges, replacing Maintenance Kits, Network cards, Image Transfer Kits
• Setting up workstations for end users, setting up video conferences for meetings, and fixing hardware issues such as replacing hard drives and replacing memory and all so updating BOIS, Moving users data
• Mapping network drives to perform different task such as: moving files between PC remotely, taking images and moving them for one place to another
• Using Active Directory by resetting passwords and adding users to groups and also creating user accounts. Making groups and editing group policies
• Port security, Ordering parts for departments Computer or Printer and copiers

Confidential, Baltimore, MD

Migration Technician

Responsibilities:

• Backing up user data on server and a usb device if need, and also restoring the data after migration was complete
• Migrating PC and Laptops from XP to WIN7
• At desk troubleshooting like software and hardware issues
• Setting up Star printer, Fujita scanners, HP Printers and Xerox Copiers\Printers
• Installing software after Migrations such as: Easyviz, Powerterm, Microsoft Access 2007, Lotus Notes

Confidential, Sparks, MD

Helpdesk\Desktop Support\Rollout Technician

Responsibilities:

• Managed tickets in the queue using a system called remedy Scheduling and deploy Desktops and Laptops to users Supported software such as Lotus Notes, MS Outlook, Bitlocker, Rumba, Citrix, and VPN Clients Installed Software such as MS Office 2010 and 2003, VPN clients Troubleshot Hardware issue like replacing Monitors, Keyboards, Hard drives, and also installed drivers when needed Reimaging desktops and laptops from windows XP to windows 7 using a ghost image Setup RF scanners and Sharp Printers Worked with Active Directory Resetting Passwords, adding users and removing them from AD, and making sure they had access to computers

Confidential, Baltimore, MD

Helpdesk\Desktop Technician/Site Lead

Responsibilities:

• Getting information for an Assessment Spreadsheets for Multiple sites Talk with different departments(Network, Desktop, and Facilities) to see what else needed to be done to get project completed Filled out budget spreadsheets I was in charge of making sure that the right PC and prints went to the right places and the ones that needed to be replaced was replaced Image over a hundred PC's and Thin Clients Put together over a hundred Monitor Stands Set up 9 training rooms

Confidential, Baltimore, MD

Network Engineer

Responsibilities:

• Reimage all BCPS Administrators PCs and Laptops to win7
• Troubleshooting issues like the following: setting up printers, setting up outlook, Mapping drives, and also setting up user accounts
• Making users Administrators
• Installing Application for specific users and installing Drivers for printers, scanners, and wireless cards
• Move users from one location to another
• Migrating user data from old image or Computer to New Image or Computer

Confidential, Baltimore, MD

Site Lead

Responsibilities:

• Managed Job- Updating the Project Manager, QC Checks
• Swapped out monitor cables- Old DVI for New DVI cables and Some VGA cables for New DVI

Hardware Technician

Confidential

Responsibilities:

• Swapped out Old PC’s for New PC’s
• When needed added printers
• Troubleshoot any problems that they may have had