SUMMARY:

Proactive, results - driven, team-oriented, and a dependable IT professional with over 10 years of IT experience as an IT specialist. Technically proficient in system administration, information security, IT/network support, and IT project implementations. A good communicator with flexibility and experience required to adjust to rapidly changing schedules and frequently changing priorities. Holds a Master of Science degree with hands on experience providing technical IT solutions including installation, configuration, operation, and maintenance of IT systems, hardware, software, and related IT infrastructure.

TECHNICAL EXPERTISE:

Hardware/Networking: Snort IDS, Cisco PIX Firewalls; Routers, Cisco IP Phones, Riverbed, Switches, Hubs; HP, Compaq, IBM, Dell, Gateway; TCP/IP; HP Printers, Faxes and Copiers; Handheld Devices (Android, IP Phones, Blackberry, iPhones & iPads).

Software/Applications: MS Office 2010/13/16, Lotus Notes, MS Project & Visio 2010, Outlook 2010, Corel Coffee Cup, Dreamweaver, SQL Server, MySQL, Symantec Endpoint Protection, Terminal Services, Active Directory, NetDocuments, Rainmaker, Avaya IP-Phone Manager, Cerb, Blackberry Enterprise Server, MS SCCM 2007/2012, McAfee/Casper Imaging.

Operating Systems: Windows Server 2003/2008 R2, Windows 7/8/Vista, Linux/Unix (Ubuntu, Redhat/Fedora).

Languages and Scripts: JavaScript, Java, HTML, DHTML, SQL, PHP, ASP, XML, Cascading Style Sheets (CSS).

Information Security via graduate-level experience: PKI; AES, RSA, WPA, PGP; SSH, IPSEC, SSL, HTTPS, PPTP; NIST 800-37 (Certification, Accreditation, & Security Assessments), NIST 800-53 (Recommended Security Controls for Information Systems).

EMPLOYMENT HISTORY:

IT Admin/Provisioning Consultant

Confidential, Bowie, MD

Responsibilities:

• Provide technical support across all channels through chat, email, phone, video, in-person on user's laptops and other peripherals including printers, scanners, etc. working with the Production, IT Assets Management & Logistics Department.
• Identify and execute required corrective maintenance, perform dell laptop break/fix, support post-production testing, and support triage steps to determine user, PC, network, or application problems.
• Perform laptop imaging, encryption, configuration, troubleshooting, and credentialing of user's laptops and other related IT equipment using SCCM 2012/2017, Active Directory Users and Computers ( Confidential ) & McAfee ePolicy Orchestrator security.
• Use remedy ticketing system to monitor, update, and manage a ticket queue with the goal of providing timely updates to clients
• Management and tracking of inventory through the full asset management life cycle and determine appropriate disposition of equipment. And, assist in tracking and packaging all IT equipment for storage/shipment from receipt to delivery.

Maryland IT Specialist

Confidential, Rockville, MD

Responsibilities:

• Provided technical end-user support and project-related support on a vast hardware and software infrastructure for various Confidential agencies including OSSI, OS, SAMHSA, PSC, ASPR and AHRQ.
• Installed, configured and troubleshot Dell & HP Windows 7 computers laptops & desktops and other peripheral devices like printers Dell, HP, Lexmark, Konica, Scanners, Blackberry & iPhone phones, Cisco IP Phones 8945, 7800 Series & Cisco Unified IP Conference Phones 8831, SAS, etc.
• Coordinated with various functional groups Network, Security, NOC and Management on project and incident resolutions.
• Used remedy ticketing/tracking system to manage and resolve client's IT related issues including IT incidences, Confidential activities, and work orders.
• Maintained work and training documentation, including Work Instructions, Standard Operating Procedures, and meet SLAs.

IT Tech

Confidential, Suitland, MD

Responsibilities:

• Performed immediate-to-advanced Confidential (installs, moves, adds, changes) services: hardware roll-outs, refreshes, and other hardware deployment related activities on PC’s for the Confidential headquarters.
• Determined any changes to moves or installations or hardware/network specifications during onsite encounters of unique situations, and communicate them to the rest of the team.
• Documented Confidential related activities including location & user details, and hardware related specifications.

Windows Technician

Confidential, Baltimore, MD

Responsibilities:

• Traveled to different States across the United States to deploy, install and wipe laptops/docking stations in different SSA offices.
• Imaged, encrypted, configured and prepared Windows 7 laptops for different SSA users in the Confidential imaging lab.
• Prepared timely field deployment reports to Confidential /SSA ITSSC IT management on laptop inventory and migration related issues.
• Provided good customer service by responding and resolving customer technical related issues including mainly printer and outlook issues, and left the users with a positive experience.
• Escalated field related technical issues to the Confidential laptop development/imaging lab for resolution while on travel.

Desktop Support Technician

Confidential, Baltimore, MD

Responsibilities:

• Provided technical support to public schools in Baltimore City (200 schools) on hardware, software & network related issues.
• Installed/deployed teachers and student laptops in schools, troubleshot, configured and fixed software, hardware, and network issues on students and teachers’ computers/laptops in the laboratories, classrooms and offices.
• Entered and closed tickets in the HEAT ticket system
• Provided customer service in the laptop services department by receiving and fixing teachers’ and school police laptop issues.

IT Specialist

Confidential, Lanham, MD

Responsibilities:

• Deployment of new Windows 7 computers and Lexmark printers in different Confidential grocery stores around Washington DC/Maryland/Virginia region
• Deployment and upgrade of POS terminals and Cash Registers/drawers for different Confidential grocery stores.
• Assistance with installation and upgrading of Confidential proprietary software on Windows 7 computers.

Sr. Technical Support Specialist

Confidential, Rockville, MD

Responsibilities:

• Imaged HP computers with Windows 7 Enterprise Edition & MacBook Air/Pro using Casper Imaging & MS SCCM 2007/2012.
• Wiped PCs\mobile devices using Aleratec machine; and Degaussed hard drives using Verity Systems DLT degausser.
• Performed hardware installations on site surveys.

IT Support Technician

Confidential, Hagerstown, MD

Responsibilities:

• Finished installation of RAM chips; and performed inventory control and performed hardware moves (e.g. disposal).
• Helped physically deploy PCs & perform migration checkouts & other misc. duties as assigned by local site team.

Technical Support Engineer

Confidential, Beltsville, MD

Responsibilities:

• Responded to requests for technical assistance via phone and electronically and logged all help desk interactions.
• Diagnosed, resolved PC hardware & software issues including operating system updates, network & assigned software apps.
• Troubleshot peripheral device installation and configuration issues and applied solutions to hardware/software systems.
• Categorized and prioritized end user support requests and service requests; advised users on appropriate actions.

IT Desktop Support Technician

Confidential, Fulton, MD

Responsibilities:

• Ensured effective provisioning, installation, configuration, operation, and maintenance of systems hardware and software and related infrastructure including Avaya, Rainmaker, Win 7/8, MS Office 2010/13, MS Project, Visio, Outlook 2010, etc.
• Provided administrative tasks for MS Server 2008 R2 & MS Exchange Servers 2008 email systems including creation and maintenance of users, and other Active Directory objects.
• Supported over 200 end users on hardware, software, handheld devices and other various technologies & that related procedures adhere to organizational standards.
• Kept current on IT developments, recommending upgrades in hardware and software systems as appropriate.
• Initiated and conducted an IT risk assessment for the company following NIST 800-37 and NIST-53 frameworks.

IT Specialist/Consultant

Confidential, Bethesda, MD

Responsibilities:

• Lectured, conducted labs, helped students in department study centers or writing centers.
• Tutored, graded student assessments, and led discussions.
• Assisted students to solve problem sets and reviewed tests, papers, or other assignments with students.

Sponsorship Data Assistant

Confidential

Responsibilities:

• Entered and updated sponsorship data into database systems and carried out respective analysis of data.
• Carried out daily and weekly systems activities as per child sponsorship and management guidelines.
• Backed up child information/data and produced data backup logs.
• Compiled, analyzed and produced periodical business progressive reports.

IT Support Administrator

Confidential

Responsibilities:

• Provided first-level technical support for the company IT infrastructure supporting an average of 15+ employees.
• Supported, installed and maintained their Windows Server 2003 based LAN environment.
• Troubleshot hardware, software and connectivity issues including internet/LAN connectivity for computers and other peripherals.
• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas including provision of special support to users, maintaining dependable communication with customers, tracking and recording IT issues, and formulation of IT policies and procedures.