Denise Covington

786-***-**** ad4zc9@r.postjobfree.com

EDUCATION:

●AA - Miami Dade College, Miami, FL

●BS - Florida International University, Miami, FL

CERTIFICATES:

●Cyber Security - CompTIA - In Progress

●Network Security - CompTIA - In progress

●PC - Miami Dade College, Miami, FL

SKILLS:

Troubleshooting and Analytic, Extensive, Responsible, Collaboration, Resourceful, Agile, Highly Self Motivated,

Excellent Strong Customer Service, Strong Communication, Leadership Skills, Passionate, Dedicated.

AWARDS/HONORS:

VA Maryland Health Care System “GOLD PIN AWARD” 06/2023

NIA, “Exceptional Customer Service” award 11/2023

PROFESSIONAL EXPERIENCE:

NIA, Baltimore, MD 09/2023 - 12/2023

Desktop Support Specialist Engineer (contractual)

•Performed OS installations PXE Boot, SCCM and USB, configurations, maintenance, testing and troubleshooting.

•Collaborate with department supervisors and end-users on application requirements

•Scheduled and deploy and provide walk-through of deployed equipment, specialty configurations and setup.

•Provide End-user training on newly implemented applications, and over-all functionality of OS and Apps.

•Daily documentation, scheduling, and reporting of inventory assets, issues and recommendations

•Utilizing ServiceNow, AD, Big-fix.

•Perform imaging (PXI Boot), JamF, desktop support, adds/moves, inventory tracking.

•Install OS / iOS Patch installation/patch removal, OS/iOS upgrades.

•MDM Management, Mobil Iron

•Provided user management account support with Elevated Privileges (EP).

•Provided guidance to Tech group and training hands on

•Network Services, configuration, Printer deployments, DHCP, print server administration.

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VA Medical Center, Baltimore, MD 01/2023 - 07/2023

Systems Administrator / PC Deployment Technician II/Desktop Support (contractual)

•Performed installations, configurations, maintenance, testing and troubleshooting.

•Utilized Microsoft System Center Operations Manager (SCOM) and SCOM tools to troubleshoot performance issues and deploy software packages, Scripting, McAfee and other VA standard tools.

•Performed OS installations PXE Boot, SCCM and USB, configurations, maintenance, testing and troubleshooting

•Provide end-user training on newly implemented applications, and over-all functionality of OS, and Apps.

•Daily scheduling and documentation of inventory assets, issues and recommendations.

•Utilizing ServiceNow, dBat, AD, Vault CCMS Tools.

•Perform imaging (PXI Boot), desktop support, adds/moves, inventory tracking via VistaAccess and changes.

•Install OS Patch installation/patch removal, OS upgrades.

•Provided user management account support with Elevated Privileges (EP) .

•Network Services, configuration, DHCP, print server administration.

•Utilize log data and system administration tools to diagnose system hardware and software problems, repair, and reconfigure or replace defective system components.

•Performed general maintenance activities, printer deployment/repair, software installations, EHRM prep and equipment refreshes, new hire.

•Performed asset management to include asset inventory, audit and tracking.

CHT, Miami, FL 04/2022 - 10/2022

Mac Desktop Engineer II (contractual)

•Provide excellent IT - customer service, keeping balance with customers and PC/Mac end-user needs

•Maintain approximately 500 MAC end-users, also assisted with Windows end-users 1000K

•Work collaboratively with internal and external departments, IT teams and vendors

•Provide technical support for: PGP, MDM migrations, installs and troubleshooting

•Assist new-hire MAC and Apple device setup and customize per user employment title / entitlement

•Troubleshoot various 3rd party applications: Adobe, JetBrains, GitHub, Microsoft, iTerm, Zscaler, Adobe Creative, Firewall Issue, Remote access, Shared Network Drive setup/access, Citrix

•Address and resolve system breakdowns, replacements orders in timely manner

•Data migration, profile migrations and configuration, data recovery

•Maintain ticketing system, SNOW/ServiceNow and create KB for end-users

ATS/ITS/DyoPath, Miami, FL 08/2019 - 03/2022

Desktop Technician l (contractual)

●Maintain IT Concierge Help Desk Services (Tier 1-3)

●Install PC & Mac hardware, software products and systems imaging.

●Provide backup, migration, and disaster recovery support.

●Manage PC loaner program and PC upgrades and repairs.

●Troubleshoot computing issues for various 3rd party software, and patches.

●Provide account setup, passwords & resets, login issues, applications & conflicts.

●Configure systems for DB's; Hyperion, Oracle, Crunch Time, SmartView, AD, MS Azure, Citrix, VPN

●Enterprise Application support: MS Azure, Google Business, OKTA, SSO

●Incident Tickets and Problem Management (ServiceNow/Remedy)

●Mac Systems Imaging - JamF

Teleperformance, North Lauderdale, FL 09/2017 - 08/2019 Apple Care IT Advisor l / ll

●Provide excellent Apple customer support via remote

●Supported Apple Software & Hardware Issues ● Supported: iOS, MacOS, iTunes, iPads...

●Provided Apple Care customer trainings

●Provided Data Recovery & Backup Support

CPHI, Miami, FL

Data & Reporting Analyst 12/2016 - 04/2017

Senior Resident Care Technician 04/2017 - 07/2017

●Maintained HMIS (Service Point) DB, data integrity, compliance, and quality assurance

●Produced and provided various customized reports

●Provided hands-on end-user training, end-user support, pw reset, system outage

●Maintain professional relationships with inter/external personnel and agencies

●Supervised and managed 10 Resident Care Technicians at Homeless Shelter

●Provided Shift guidance and redirections of shift needs

●Assist Resident Care Manager with reports, scheduling, and resident concerns

●Managed Transportation, Ct. Appointments, medical, relocations, and drug screenings.

Florida International University, Miami, FL 09/2010 - 12/2016

Software Support Analyst l

●Monitor and maintain troubleshooting ticket systems

●Assist Faculty, Staff and Student end-users

●Resolve various technical issues related to login’s, account entitlement, provisioning,

●reconciliation, email systems, websites, and account access

●Data migrations, assist new project roll-out, enterprise system troubleshooting

●Assist Sr. Admins in various projects for deployment and roll-out of new technologies

●Performed project-based data clean-up, data backup's

●Monitor student lab, assist student with coding, printing, PC use

Health Choice Network, Miami, FL

Software Support Analyst l 01/2007 - 09/2009

●Maintained excellent customer support services`

●Monitor and maintain troubleshooting ticket Heat systems.

●Perform data clean-up and other related MetaData support services

●Application support for Rx EDI, HER enrollment and provider licenses

●Maintained electronic health record, clinical forms, and directories, HL7 functionality, and clinical RX EDI enrollment setup and configuration processes.

●Maintained and performed EHR systems and file rebuilds.

WORK SKILLS:

•Operating System’s: Windows, MAC, Linux

•Mobile Devices: iPhone, iPad, Android, Windows

•Hardware: desktops, laptops, fix and repair troubleshoot

•Software: troubleshoot, install, repair, maintain, backup’s, data recovery

•PC / Mac Imaging: JamF, MS Azure, Workspace One - IntelHub, Intune - MDM - Mobile Devices, BigFix, PXEBoot

•DB System Configurations: Tableau, PowerBi, Hyperion Studio, Oracle, Crunch Time, VISTA Access,

•Enterprise Applications: G-Suite/Business, Adobe Creative Suite, Active Directory, Citrix – VDI’s, VM’s, Active Directory

•Endpoint Managers: MS – SCCM/SCOM), OKTA – SSO, PGP Encryption, BigFix, Flexera, Cisco AnyConnect - VPN’s, Zscaler

•Ticketing and Asset Management: Remedy, Heat, SNOW – ServiceNow

•Data Analyst and Reporting: HMIS, HL7, Crystal Reporting, SAGE, Quest Diagnostics, LabCorp

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