OBJECTIVE:

A management or engineering role in the federal information technology field that allows me to contribute my diverse skill set toward the accomplishment of an organization’s strategic goals.

SUMMARY:

• Twelve years of progressively increasing responsibility in the information technology field ranging from management to systems engineering to technical support to software implementations and upgrades. Strengths:
• Strong communication, presentation, and organizational skills in evaluating the effectiveness of existing programs, trends, and patterns
• Provides strong technical expertise and best practices’ analysis to the design, development, and implementation of IT customer support programs
• Efficiently manage multiple projects simultaneously and effect change and patterns in customer usage and systemic problems
• Effective project manager, able to develop and implement action plans, evaluating and documenting progress for new processes, techniques, and procedures to upgrade and enhance services
• Excellent customer relationships based on evaluation and demonstrated understanding of the customer’s unique needs
• Effective instructor, mentor, and delegator by assigning work
• Reviews subordinates' work products for efficiency and accuracy
• Envisions alternate business models and develops strategies and policies that govern delivery of customer support services throughout the organization

SKILL:

Hardware : Desktops, laptops, thin clients, servers, printers, mobile devices, blackberry, PDA, cell phones, iphones, android, mifi, Wi - Fi, NIC and other information technology related hardware

Software : Microsoft Deployment Toolkit 2010 & 2012 Update 1. ImageX, Symantec/Environments, Norton Ghost, SCCM Operating System Deployment 2007, Windows Deployment Services, Windows Automated Installation Kit, Windows Assessment and Deployment Kit, User State Migration Toolkit, VMware Workstation, Active Directory, Novell GroupWise, Novell Client/Client for Windows, Safeboot, GuardianEdge Encryption, Symantec Endpoint Encryption, Key Management Service, Volume Activation Management Tool 2.0-3.0, Sysprep and System Center Configuration Manager 2007, & Quest, Microsoft desktop applications, NDS Migrator, C++, Java & Batch, Windows 8/8.1, Windows 7, Windows XP, Windows 2000, Windows Server, 2008, Windows Server 2003 and Windows Embedded Standard 7, Web Development HTML, JavaScript, Adobe ImageReady, Adobe Photoshop, Adobe Photoshop, Creative Suite, Macromedia Suite, & Custom style sheets (CSS), Databases Microsoft Access 97-2000, Citrix Remote access technologies, Hyper-V

Specific Skills : Software Packaging, Windows OS Deployment, Encryption, Project Management, Business Analysis, server patching and operating system level troubleshooting

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior Systems Engineer; Subject Matter Expert (SME)

Responsibilities:

• Provides strong technical expertise and best practices’ analysis to the design, development, and implementation of IT customer support programs
• Designer and technical writer for full service customer support programs
• Develops strategies for IT customer service policies that govern the delivery of customer support services throughout the support organization
• Experience with OSD in System Center Configuration Manager 2007 R2
• Support Microsoft desktop application and Citrix remote access technologies for customers
• Identifies new processes, techniques, and procedures to upgrade and enhance services and programs for the engineering environment
• Knowledge of WAIK, WADK, WDS, Imagex, Ghost imaging solutions including but not limited to using PXE booting and/or media booting
• Maintains imaging servers with MDT and SCCM OSD
• Imaging Windows 8.1, Surface Pro & Surface Pro 2, Windows 7 SP1, and Windows Embedded Standard 7, Virtual Desktop Imaging
• Created ThinClient specialized image for Treasury
• Works closely with IT Security team to remediate image high vulnerabilities
• Configured, installed and maintains Symantec Endpoint Encryption 8.2.1 (SEE-FD)
• Works directly with vendors to remediate security impacts and hardware issues with infrastructure software on an engineering level
• Experience with GuardianEdge Encryption 9.5.3 and migration to SEE
• Server patching for Windows updates through SCCM 2007 with WSUS
• Provides reporting to management for weekly status of projects
• Prepared analytical reports for new technology evaluation
• Evaluates the effectiveness of the current infrastructure (programs and hardware) for trends, patterns in customer usage and hardware weaknesses to fix systematic problems
• Composed documentation and instructions for software installations
• Responsible for laptop all laptop recovery and assigning other work to junior staff
• Reviews others work for inaccuracies and delegates additional workloads to subordinates
• Trains and manages senior executive and deskside staff on new technologies for customer support roles and knowledge transfer
• Contributes to change control board with change control requests and SME knowledge
• Works with Deskside and HelpDesk support groups to develop support guidelines for new technology and existing infrastructure

Information Technology Asset Manager & Senior Systems Engineer

Confidential

Responsibilities:

• Managerial duties required assigning subordinates work and review of work products
• Managed a large project to upgrade hundreds of remote systems with 100% success
• Responsible for entire asset inventory containing more than 40,000 assets
• Experience with training and managing deskside and execute support staff in hardware and software purchased by the customer
• Provided technical expertise when customer requested design, development, and implementation of custom support techniques for inventory management and support of support staff
• Improved accuracy of the Remedy inventory system by 30%
• Reported asset inventories daily to management
• Managed a team of 10 people to conduct daily operations
• Evaluated the effectiveness of the existing trends, patterns in customer usage, and systematic problems for inventory accuracy and database cleanup
• Performed Business Analysis work to update the current Remedy inventory system for efficiency and maximum atomization to avoid user error
• Developed new strategies and policies that govern delivery of customer support service throughout the support staff groups
• Coordinated asset delivery runs between all Treasury buildings
• Created linking spreadsheet to SCCM inventory reporting, Active Directory and Remedy to ensure accuracy of inventory system
• Identified new processes, techniques, and procedures to upgrade and enhance inventory standards

Senior and Executive Lead Deskside Technician

Confidential

Responsibilities:

• Coordinate technical support with enterprise-wide system upgrade
• Managed other junior staff and technical executive staff for support
• Supported customer owned Microsoft desktop applications and citrix remote access technologies
• Identified business process improvements, new support techniques, and procedures to upgrade and enhance our supportability for the customer
• Train end-users, assigned work to junior technicians and reviewed other’s assignments
• Support of Information Technology hardware and software (iphones, blackberry, mifi, Wi-Fi)
• Track progress of projects using Remedy inventory management system
• Provides technical expertise to design, implementation, development of a full service IT support staff
• Provided support on-site and remote to all customers
• Evaluated the effectiveness of the current standards and changed the effectiveness of existing programs, trends and patterns in customer usage including systematic problems to alleviate support calls
• Developed strategies and policies for junior technicians to follow that govern delivery of customer support services for all executive and deskside technical staff

Confidential

Senior Executive Support & Migration Team Lead

Responsibilities:

• Created and maintained Ghost server for image deployment, testing & training lab
• Assigned subordinates work and reviewed work products
• Identified new processes, techniques, and procedures to upgrade and enhance services for the migration team and senior executive team support
• Supported all level of customers including (General Manager/CEO level customers)
• Responsible for updating images to meet migration to Active Directory
• Supervised customer support team and worked directly with the project manager
• Supported all staff on-site and remote for all Metro locations
• Developed strategies that govern how the delivery of support services is provided to users
• Provided prompt technical support to executive-level employees
• Provided technical expertise to the design, development, and implementation of full service support programs for all staff grades
• Trained and mentored tier-one and tier-two support personnel
• Responsible for evaluating effectiveness of existing programs, trends, and patterns in usage for problems
• Performed account administration for Active Directory, Exchange and Novell environments
• Responsible for hardware inventory during refresh for hardware and software license tracking

Confidential, Virginia, Maryland & Washington, DC

Technical Team Lead

Responsibilities:

• Managed small technical team in multi-location platform upgrade
• Assigned upgrades to subordinate staff and reviewed work for submission and accuracy
• Supported several PNC Banks on-site and remotely by travel
• Liaison for technical team to the engineers and local bank staff
• Provided technical expertise to the design and development of full service support for IT needs
• Responsible for evaluating the effectiveness of existing programs and trends to report to engineers for change management
• Helped to identify new process and techniques to improve and enhance our support services
• Performed inventory and hardware tracking for on-site locations for asset inventory

Confidential, Allentown, PA

Information Technology Generalist Lead

Responsibilities:

• Conducted inventory control utilizing Confidential technology and Remedy
• Provided technical support for computers and peripherals
• Helped management identify new process, techniques and procedures to upgrade the support services
• Managed other technicians on staff
• Delegated work to subordinates and reviewed for accuracy and completion
• Responsible for supporting all staff on-site and in remote locations in PA
• Supported executive level staff for regional office
• Developed strategies and policies to govern the current customer support standards
• Evaluated programs and trends to help minimize tickets and systematic problems
• Mobile device management for blackberry
• Provided technical expertise in all forms of customer service
• Responsible for software licensing and hardware tracking for yearly audits

Confidential, Bethlehem, PA

Web Analyst & Senior Executive Support Lead

Responsibilities:

• Provided all technical support for the entire company
• Supported CEO-level employees
• Assigned work to subordinate junior tech and reviewed work for efficiency