SUMMARY:

• To obtain a permanent, challenging position of IT Consultant that will allow me to demonstrate my 8+ years of technical, project management, customer service, organizational, and leadership skills and experience to contribute to the achievement of technological advancement within the organization.
• I have direct experience serving as liaison and/or personal technician for the previous Chief Information Officer, Associate Treasurers, and other executives and staff at various agencies throughout the organization including The Office of Budget and Planning, The Office of the Chief Financial Officer, The Office of Tax and Revenue, The Office of Finance and Treasury, The Office of Integrity and Oversight, and The Office of Economic Development and Planning. I’ve participated in asset management functions, building computers, specifying and coordinating new equipment. I’ve also demonstrated the retrieval of archived information of a sensitive nature, including banking and other financial records.
• Successfully led and arranged the requisition to deploy 1,000 PCs throughout the Office of the Chief Financial Officer ( Confidential ) and its various agencies, as well as implemented and coordinate a national software rollout for Confidential .
• Assisting in the design, development, implementation, monitoring and maintenance of system analysis activities/services to support Confidential customer needs.
• I have facilitated meetings, manage large equipment inventories, perform periodic hardware and software inventories, demonstrate new software and programs such as LANDesk and Office 365 to end users, review, implement, and manage security protocols, and dispose of equipment following standards set forth by the Department of Defense. I’ve Consulted and collaborates with other IT officials in planning and developing programs to continually enhance and expand the scope of IT services provided to the customer community.

TECHNICAL SKILLS:

As IT Asset Manager/Desktop Support Specialist 2, my primary duties consist of providing technical support and customer support for 2,500 staff by responding to customer needs in an environment that is rapidly emerging with new requirements. Primary duties include but are not limited to system analysis, software testing, supporting DELL and HP printers, support for hardware for both DELL and laptops & desktops, iMac, MacBook, Blackberry, Apple iOS devices and logging all incidents through SDE and LANDesk. As a Desktop Support Specialist 2, I also provide support for software such as Microsoft Outlook, Excel, PowerPoint, Word, Lync, SharePoint, ITS - Adobe Suite, MITS, and other proprietary software. In addition to desktop support, my networking skills consist of working with Wireless Solutions, CISCO VOIP/Converged Network software, Remote Desktop Tools VPN, Citrix, and LogMeIn. In addition to the afore mentioned skills, I have network administrator experience that includes setting up domain controllers in Windows Server 2008, creating users and groups in Active Directory, distributing software utilizing SCCM, PC vulnerability scans, managing enterprise email via Microsoft Exchange, and activating/provisioning mobile devices such as BlackBerry, iOS and Android. I have acquired network operation experience performing duties such as configuring routers, switches.

RELEVANT EMPLOYMENT EXPERIENCE:

Technical Instructor/Migration Consultant

Confidential, Washington, DC

Responsibilities:

• Provided Consulting Services Technology Specialist Role and Responsibilities to serve as a subject matter expert for O365 Business Strategy, Migration Planning (On-boarding, Training, Change Management) identified, understand, and document needs and align with overall goals and strategy.
• Reviewed drafted and provided feedback on final products; worked closely with consultants for strategy and migration of O365 exchange email, PST files, one drive, SharePoint, Azure, Voice, Video and Broadcasting.
• I’ve supported and trained Confidential employees on Microsoft O365 service in a class room setting also on a 1to3 basis.
• I’ve accommodated a skillful crux of service for Confidential end users by providing an expertise in Microsoft O365.
• Operated as the primary onsite technical contact, providing customer visibility, advanced technical troubleshooting support and problem resolution for Confidential employees, including issues escalated to the highest levels of management.
• Additional responsibilities include: consulting on solutions for new projects and changed requirements, creation of operational procedures and documentation.
• Engaged in support, to include scheduled and unscheduled preventive/corrective actions and emergency maintenance on system devices and infrastructure.

IT Asset Manager/Desktop Support Specialist

Confidential, Washington, DC

Responsibilities:

• I Performed periodic hardware, software and application inventory for various agencies throughout the organization.
• Provide hardware support for various equipment including Dell laptops, Dell desktops, Apple iPhones, Mac Pro, and Mac Books.
• Manage loaner equipment rollouts and end of lifecycle collection, packaging and shipping.
• Image new workstations with Ghost applications.
• Collaborate with engineering team to keep the workstation images up to date with the latest software.
• Perform the functions of IT procurement.
• Maintain an accurate database of company's assets and maintenance contracts, placing orders for hardware, software, and renewal of maintenance for various IT products.
• Document all work in a ticketing system.
• Manage Government hardware lease refresh cycle for end user equipment.
• Work with vendors to resolve RFQs and RFBs for Division of IT upper management.

Lead Deployment Technician

Confidential, Washington, DC

Responsibilities:

• Provided IT helpdesk support to Confidential performing the refresh of desktop and laptop computers in accordance with client’s standards and End User requirements.
• Responsible for the transfer of the applicable end user profile, applications, and data from the original PC to new PC.
• Ensured that the new PC functioned in accordance with applicable specifications in the environment with the latest image, patches, and virus definitions.
• Reloaded software from the old PC to the new (verifying that a valid license existed) as well as any new Software.
• Provided daily customer service and technical assistance with written updates on status of current tickets, open issues and projects with the Director of IT.
• Performed troubleshooting of supported desktop operating systems and applications.
• Managed a staff of technicians, worked proactively with Confidential IT Management team to on-board new employees and configure hardware and software for those employees, and assisted in the training and orientation of end user in use of hardware and software.
• Imaged PC with company custom image and configured PC for all end users using Norton Ghost.
• Tracked and documented asset tags and serial numbers of deployed PCs.
• Installed, configured, modified, and performed troubleshooting for computer/printer networks, hardware and software (Windows XP, Windows 7)
• Lead the deployment of 1000 PCs throughout the Confidential .

Lead Network Admin/Sr. Desktop Support Tech

Confidential, Cincinnati, OH

Responsibilities:

• Monitored applications, gave consistent reports of the state of the Network that supported the applications, provided overnight support, administered log shipping and transactional replication
• Provided suggestions for performance improvement of all Network operations
• Traveled to various Confidential sites throughout the United States installing new/rebuilding existing servers and configuring hardware, peripherals, services, settings, directories and storage in accordance with standards and project/operational requirements
• Provided direct help desk support, evaluating technical requirements and ensuring that they were implemented in a timely manner, in keeping with security best practices and the client's change control processes Installed, configured, modified, and performed troubleshooting for computer/printer networks, hardware and software (Windows XP, Windows 7).
• Experience gathering data and conducting test on IT systems.

Desktop Support Tech

Confidential, Washington, DC

Responsibilities:

• Provided direct help desk desktop support for hardware and software.
• Oversaw the preparation, deployment and maintenance of user PCs.
• I was responsible for handling problem recognition, research, resolution and follow-up for user problems, including advising users with Bomgar remote connection option to assist with a successful migration process
• Assisted users with PIV card login, Aspen, VPN specialized security software, software updates, and other configurations remotely and physically, providing excellent customer service always while displaying a professional attitude and appearance
• Traveled to various DOT sites throughout the United States to create/delete/modify Active Directory user accounts, and installed PC hardware including, desktops, laptops, printer, monitors, fax machines and other peripherals
• Installed, configured, modified, and performed troubleshooting for computer/printer networks, hardware and software (Windows XP, Windows 7).
• Worked with applications programmers and operations personnel to identify problems with applications, operating systems or hardware that are difficult to pinpoint.
• I’ve experienced assisting in the development of the DOT guidelines, standard operating procedures (SOPs), by power point concerning the operation/use of DOT services and activities.

Network Technician

Confidential, Indianapolis, Indiana

Responsibilities:

• Served as an experienced provider of an IT helpdesk support environment to include hardware & software support, administration for Active Directory and basic network support (DHCP, DNS, routers, firewall, etc.), also installing software on PC's and laptops following documented procedures.
• Provided desk-side customer support for clients that had been upgraded to Windows 7, at times utilizing MS office user support, which presented solutions for common problems by getting the latest information from the manufacturer.
• Installed, configured, modified, and performed troubleshooting for computer/printer networks, hardware and software (Windows XP, Windows 7).
• Created updated images for PCs and servers, as well as backups using Norton Ghost.
• Created, responded to, or escalated tickets (Remedy) as necessary to the proper support groups.
• Ensured each ticket had troubleshooting documentation that explained the problem, the troubleshooting steps taken to address the problem and the status or resolution to the problem.
• Documented explanations of the problem, providing a resolution for the issue with timely responses to client and management requests.
• Tracked, monitored, and documented asset tags and serial numbers of deployed PCs.
• Lifted 25-50lbs equipment to move from one place to another.
• I posse the experience of Implementing and configuring Service Now Software; Phase 1 included rollout of Incident and Change applications comprehending and reciting the rudimentary Service Catalog, reviewing inbound email actions, reports, and Knowledge; Phase 2 introduced surveys, managed documents and development of Service Now Catalog items; conducted training, provided support and training documentation.
• Advised on technical information to non-technical network users and other personnel.
• Led training sessions on the rapid deployments of diabetic products and hand-based units (HBUs) across numerous health care facilities throughout the United States.