SUMMARY:

• Seeking a position to utilize my skills and abilities in the Information Technology industry that offers professional growth while being resourceful, innovative, and flexible.

TECHNICAL SKILLS:

In depth knowledge of: 2000 Professional, Windows XP, Windows 7 and MS Office Suite Thorough knowledge of PC peripherals. Proven Hardware/Software configuration.

Operating Systems:: Windows 2000 Professional, Windows XP, Windows 7, and basic knowledge in UNIX 7.0.

Applications Software: Office 2000 Professional, Office 2007, Adobe PageMaker, Adobe Photoshop, Adobe Acrobat Reader, Norton Utilities, McAfee Virus Scan .

Hardware:: IBM Compatible Systems, HP, Scanners, Printers.

PROFESSIONAL EXPERIENCE:

Technical Project Manager

Confidential

Responsibilities:

• Document project requirements, scope, goals, and deliverables.
• Lead the planning and implementation of projects
• Define and prioritize project tasks and resource requirements
• Develop project plans
• Assemble and coordinate project staff utilizing internal and external resources
• Plan, coordinate, monitor, and schedule project timelines
• Track project deliverables using appropriate tools
• Provide direction and support to project team
• Monitor and report on progress of the project
• VoIP - Managed new Cisco VoIP implementations from start to finish
• Clinic build-outs including wired and wireless network implementation, all end-user computing devices (PC’s, printers, etc.), and telecom systems.

Desktop Support/Program Coordinator

Confidential

Responsibilities:

• Provided Technical Support for 2000+ users in a daily basis
• Troubleshoot and upgrade hardware and network components such as Dell Optiplex and HP
• Software/Hardware troubleshooting
• Worked on Streamlining and consolidating all telecom vendor invoices into a central location

Sr. Technical Analyst

Confidential, Baltimore

Responsibilities:

• Key member of a team responsible for centralizing all North and Latin America desktops for vulnerability patching within 6 months, and lowering vulnerability threat levels by more than 95% in this same timeframe.
• Key member of a team responsible for centralizing all NAM and LATAM desktops for software deployment within 1 year.
• Plan, test, and implement all software and vulnerability patch deployments to all North and Latin America devices (more than 130,000 devices total).
• Lead change management for all of Global Software Delivery
• Identify and resolve any issues caused by software deployments installs
• Conduct weekly change control meetings to determine any risk associated with application deployments
• Create deployment Governance Reporting used to track and validation software management for all desktops.

Sr. Technical Analysts

Confidential, Baltimore, MD

Responsibilities:

• Member of Threat Management Team responsible for installations of Microsoft Security patches. In this role I performed multiple tasks. Help with patch remediation for VTM and ePolicy Orchestrator (ePO). Run weekly Radia and ePO reports, open all change controls for VTM and ePO on a monthly basis. Assist other teams with software installation remotely.
• Cleanup of Malware and Viruses on workstations remotely.
• Assist Security and the ePO Team in the event of a virus/worm outbreak to resolve issues.

Confidential, Owings Mills, MD

New Branch core Team - Lead

Responsibilities:

• Resolve branch hardware, network and software problems.
• Update servers and workstations with current patches in UNIX environment.
• Troubleshoot and upgrade hardware and network components such as Dell Optiplex workstations, Dell Power Edge servers.
• Identify branches software and hardware needs.
• Coordinate new branch installs. Work with field Engineers to make sure all hardware has been installed properly. Provide testing and technical support when needed.
• Maintain and track all issues using Service Center ticketing system.
• Troubleshoot remote issues using VNC remote tool.

Helpdesk Specialist

Confidential, Owings Mills, MD

Responsibilities:

• Responsible for providing in-depth telephone support to customers in the areas of PC hardware/Software and standard Microsoft applications, Windows desktop/laptop operating systems, and customized applications. Remote Access Support to users in United States, Mexico and Canada using RCO and Dame Ware.
• Responsibilities include problem analysis, research, isolation, resolution and documentation of solutions in the call tracking database.
• Resolve basic local area network and wide area network problems.
• Provided Active Directories support by enabling, adding, and setting up permissions to users on network resources.
• Tracked Service Level Agreements (SLA) violations and resolve issues promptly through Service Desk.
• Trained new helpdesk hires.
• Create technical documents and procedures for team.

Network Support

Confidential, Columbia, MD

Responsibilities:

• Maintenance of File Server, Notebooks, Desktops, and Printers.
• Updating and configuring hardware.
• Maintenance of off-the-shelf, as well as proprietary software applications.
• Assistance in training users in development of macro’s for Word and Excel.
• Assistance in training users in development of PowerPoint presentations.
• Updating software via quarterly upgrades sent from DC- HQ.
• Support of remote access functionality (dial-in from homes, hotels, & dealerships).
• Technical phone support.

Desktop Support Specialists

Confidential, Washington, DC

Responsibilities:

• Responsible for the daily operations of more than 100 PC’s.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Document, maintain, upgrade or replace hardware and software systems.
• Support and maintain user account information including rights, security and systems groups.
• Establish and maintain an automated procedure for processing IT requests from users using Remedy software.
• Network configuration.
• Windows 2000 Professional Migration.
• VPN Configuration.
• MS Outlook Account Configuration.
• Assist Network Administrator with different networking issues.
• Remote Access Support.
• New Hire One to one training.
• Phone Systems set up.
• Blackberry Configuration.

PC/Network Technician

Confidential, Washington, DC

Responsibilities:

• Responsible for the daily operations of two computer labs with 15-networked workstations serving over 50 users.
• Track and monitor problems to insure a timely resolution.
• Establish and maintain an automated procedure for processing IT request from users.
• Assist in the development and maintenance of networking the entire building.
• Network installation and configuration.
• Evaluate and test new and existing Software programs.
• Participate and Assist Network Learning Center (NLC) Director with the development of age and culturally-appropriate curriculums, lesson plans, and other computer-related activities.

Supervisor

Confidential, Washington, DC

Responsibilities:

• Responsible for the daily operations for a 15-workstation computer lab serving over 45 users.
• Manage and train staff.
• Provide technical support.
• Conduct hardware/software configurations.
• Train and develop curriculums and lessons for children, adolescents and adults on various software applications, including MS-WORD, MS-EXCEL, and Windows 95/98.