SUMMARY:

• Operating Systems Expertise and Certifications
• A+, Lenovo Certified, Mac OS Sierra, Windows 7, Windows 10.

TECHNICAL SKILLS:

Software: Microsoft Office 2016, Microsoft Office 365, Microsoft System Center Configuration Manager (SCCM), Citrix XenApp, SAP GUI, Cisco VPN Client, Symantec Ghost.

Hardware: Various microcomputers, Mac Pro Towers, MacBook Pro, Android Devices, Apple iPhones, Apple iPads.

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Technology Support Technician

Responsibilities:

• On site technical support for the Confidential 21st Century Schools technology as well as legacy technology.
• Provide break/fix support for staff and students.
• Provide training for staff on Windows 10, Office 2016 and other classroom technology.
• Manage warranty repairs for all equipment.
• Manage and implement HW/SW installs on all school devices.
• Administering student accounts on the BCPS network through Active Directory.

Confidential, Baltimore, MD

Deployment/Refresh Technician

Responsibilities:

• Managed and helped create installation schedule.
• Imaged new desktops and laptops with the Windows 7 based LifeBridge Health image. Models included but weren’t limited to: HP ProDesk 600 series, Lenovo Think Centre M73z series and various HP think clients.
• Reimaged computers running Windows XP, which had not reached their retirement date, for deployment elsewhere in the hospital.
• Installed requested software.
• Migrated user data, printers and settings from the old device and corrected any permission issues within Active Directory.
• Replaced the old computers by appointment and sequestered the hard drive.
• Provided break/fix support for any issues resulting from the upgrade.

Confidential, Baltimore, MD

Information Systems Consultant/Desktop Refresh Technician

Responsibilities:

• Installing, troubleshooting, refreshing and upgrading hardware, software and operating systems (HW/SW/OS).
• Pricing, ordering and installing necessary HW/SW/OS.
• Upgrading PC’s running various versions of Windows as well as Mac OS.
• Migrating data, copying hard drives, rescuing data from corrupt operating systems.
• Providing break/fix support as well as proactive maintenance.

Confidential, Towson, MD

Desktop Support Analyst Level II

Responsibilities:

• Worldwide remote support of HW/SW/OS issues including but was not limited to Windows XP, Windows 7, Office XP, Office 2007, Cisco VPN Client, Exchange Server, SAP GUI, and Intel PROSet/Wireless.
• Managed devices on the SBDK domain and troubleshot machine and group policy issues within Active Directory.
• Created, managed, moved and deleted security and other network groups within Active directory.
• Responsible for the remote installation of software and security packages through System Center Configuration Manager (SCCM) and the troubleshooting of workstations with issues receiving software and security packages remotely.
• Used trend analysis reporting to determine necessary testing and resource allocation.
• Used trend analysis reporting to create Standard Operating Procedures (SOP) for Level I to solve common and reoccurring issues.
• Created end user documentation for commonly asked questions and reoccurring issues.
• End users supported by Level II doubled between 2010 - 201 3 and during that period my team was able to lower the cost per user by 66%.
• After the merger between Stanley and Black & Decker my team completed the *Workstation Configuration and Deployment Refresh Project while continuing with fulltime responsibilities.
• Imaged, configured and distributed Lenovo workstations to users whose HP and Dell workstations reached their retirement date.

Confidential, Towson, MD

Desktop Support Analyst Level I

Responsibilities:

• Provided first level technical support for peripherals, proprietary and other software, hardware, and network connectivity issues in a customer service driven environment.
• Application support to end users, as well as guidance and solutions to accommodate user specific needs.
• Remote and telephone support of software included but was not limited to Windows XP, Office XP, Office 2007 and Cisco VPN Client 4.8.
• Active Directory user account and distribution list creation, moves, deletions, permission/security changes.
• User account creation and maintenance in multiple SBDK systems including but not limited to SAP.
• Maintained the highest percentage of first call resolutions on a team of 8.
• Was able to maintain an 87% resolution rate on all of my *champion duties - which exceeded our targeted percentage.
• Issues involving Microsoft Outlook, Microsoft Office, Ironmail, IT Intranet Website and Active Directory permissions that the rest of Level I were not able to solve were assigned directly to me.
• Created and tested the image used by Level I staff workstations as well as loaner laptops for the user community. Imaged Level I staff workstations and loaner laptops using Symantec Ghost.
• Created video tips and tricks for posting on BDUTube with the goal of coaching users towards independence on common technical practices and procedures; empowering users to leverage their technological tools.
• Designed, programmed and maintained IT intranet website for one-way information to user community and other IT teams.
• Installed, configured and developed instructions for Avaya IP Softphone on all Level I laptops, which enabled team members to work from home.

Confidential, Baltimore, MD

Information Systems Consultant and Multimedia Editor

Responsibilities:

• Windows XP, Windows Vista
• Pricing, ordering and installing necessary HW/SW/OS.
• Copying hard drives, rescuing data from corrupt OS.
• Capturing, editing and converting digital media (video and picture).

Confidential, Washington, DC

On Site Technical Support

Responsibilities:

• Priced, ordered and installed necessary hardware and software.
• Support for Windows XP and Microsoft Office issues
• Motivated self-starter with excellent customer service, problem solving, oral communication and interpersonal skills.
• Experienced in providing diligent technical support through numerous avenues including but not limited to remote access, email, face-to-face and telephone.
• Proficient in troubleshooting, installing and upgrading hardware and software.