OBJECTIVE:

To acquire a position where my skills and training along with my outstanding analytical abilities will be utilized toward continued personal growth and advancement of your company.

SUMMARY:

• Windows 7/XP/Vista, Microsoft Office 2007/2010/2013,
• Antivirus software (Symantec PGP Encryption, McAfee)
• Configure and use Microsoft Enterprise, Active Directory,
• VPN, VMware, Remote Desktop, Bomgar,
• Lync, Cherwell Ticketing system, Remedy Tracking System, Heat
• Management Tools, rDirectory asset management system, SCCM administrator
• Install and Configure PC hardware in Dell, HP, IBM, MAC computer environments.
• Configure various desktop applications in a multiple network environment.
• Experience with remote diagnostic applications such as VNC and/or Remote Desktop.
• Creation and administration of user and group accounts
• Auditing functions to generate and view security logs
• Monitoring resources to obtain key information about network and computer resources
• Enterprise support; skilled at troubleshooting end user Exchange issues, well versed at solving network connectivity issues
• Building and ghosting PCs and laptops for new employees

PROFESSIONAL EXPERIENCE:

Technical Support Manager

Confidential, Bowie, MD

Responsibilities:

• Manage staff, including motivation, hiring, reviews, training needs and overall performance and report on key service - level metrics and strive for continuous improvement
• Oversee 7 locations, providing support to 2500 end-users
• Install and configure software products across installed hardware platforms
• Troubleshoot product and environment issues
• Manage trouble tickets
• Provide VIP Level Support
• Manage SLAs and KPIs based support processes
• Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
• Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives

Sr. Service Desk Technician Tier II

Confidential, Bowie, MD

Responsibilities:

• Assist users remotely with software, network, or hardware issues
• Install proprietary and third party software on users computers
• Use Active Directory to reset passwords and to add users to groups
• Run stand up meetings to inform my techs of issues, and to address concerns
• Work closely with management to run reports to show our performance progress
• I assist other technicians when there are issues that they can’t resolve
• I interface with other departments to resolve IT issues

System Administrator

Confidential, Columbia, MD

Responsibilities:

• Assisted in the Windows XP to Windows 7 migration
• Firewall project for lab computers on a designated lab domain versus business domain
• Setup, and configure computers for new employees; ensured network connectivity, installed and tested hardware/ software.
• Install PGP encryption software on all new laptops and existing laptops
• Assist with rDirectory cleanup.
• Adding and removing pc’s from Active Directory and resetting passwords
• Resolved hardware and network issues for a 600 base user community
• Setting up and installing Xerox and HP printers
• Setup, and programmed Avaya phone systems
• Trouble shoot hardware and software issues for user community
• Assisted in discovery research and resolution of technical issues
• Provide tier 2 support to help desk

IT Tech/Sales

Confidential, Baltimore, MD

Responsibilities:

• Performs essential IT functions for customers environment stability
• Assist in Windows 7 migration
• Perform remote support for client via VMware
• Assist users with software and hardware issues
• Garnered business for the company by making sales calls and meeting clients
• Configure laptops and desktops for new users
• Reset passwords in Active Directory and assigned users to different groups with various permissions

Night Manager

Confidential, MD

Responsibilities:

• Managed 17 order picker employees
• Ensured products, parts, or supplies are shipped, distributed, or received in an efficient manner.
• Worked with operation manager to ensure coordination of warehouse activities such as production, sales, records control, and purchasing departments.
• Administered work functions through the AS400 and BFC software.
• Utilized PC Anywhere to fix any remote software issues.
• Worked on in-house computer hardware issues
• Fixed any printer and copier issues in the office.
• Used Active Directory for new accounts that had to be setup.
• Assisted in the pc migration to Windows 7.

Desktop Support Engineer

Confidential, Columbia, MD

Responsibilities:

• Used NT Backup to run backups and troubleshoot tape backup issues.
• Configuration and Implementation of Active Directory, Exchange 2003, 2007; responsible for adding new users
• Resolve Exchange 2003, 2007 issues, well versed at solving network connectivity issues for Enterprise support, Computer Associates and end users
• Setup, configure workstations and laptops for new employees; ensured network connectivity, and installed and tested hardware software.
• Upgrade workstations, memory, and software and also replace hard drives, etc
• Responsible of inventory of laptops and workstations.
• Resolve issues when possible and follow escalation procedures when necessary
• Responsible for ghosting machines to the server for backup.
• Responsible for upgrading outdated PC with new ones for users.

Help Desk Analyst

Confidential, Owings Mill, MD

Responsibilities:

• Place service calls to vendor, provide vendor escort
• Provide updates to software and licensing inventory for Real Estate Division
• Provide assistance for remote laptop users.
• Re-image workstations and laptops for new employees; configured, ensured network connectivity, and installed and tested software
• Prepare and ship hardware to branches as well as Maintain hardware inventory.
• Upgrade workstations, memory, and software and also replace hard drives, etc.

IT Project Coordinator

Confidential, Hanover, MD

Responsibilities:

• Develop documentation and project plan for the PC Refresh (replacement) Project.
• Maintain Status logs and completion logs with techs in the field performing the work in different time zones.
• Created reports for the Project Manger to assist in daily work load
• Answered and rectified any technical or shipping logistic problem that occurred while upgrading the computers

Desktop Support/Help Desk

Confidential, Linthicum, MD

Responsibilities:

• Trouble shoot hardware problem, modem, hard drives, net cards and servers.
• Running applications on various operating system environments
• Examine network vulnerabilities
• Provide eighty percent phone support, and twenty percent hardware support
• Install VPN Secure remote, access to clients
• Install and configure DNS server, network transport protocols, network services
• Installation and configuration of Citrix Win Frame client
• Trouble shoot, Support and test the Checkpoint Firewall
• Establishing trust relationships, and administering local and global groups