Skills

Windows, Mac, Active Directory, Linux,LAN/WAN, RF wireless, Citrix XenDesktop, VDI, TCP/IP, DNS, DHCP, Microsoft Project, Remedy, Heat, PDA’s, iPads, iPhones, Blackberries, SCCM, Adobe, Altiris, Symantec, Cisco Unify, Cisco IP Communicator, Dame Ware, Token Administration DUO, GoToMeeting, JAMF, Raritan KVM, Windows Server 2008 R2, Service Now, Experienced Project management in both software and hardware deployment and SLA management.

Work History,

Contractor Midtown Consulting, HelpDesk Technician

November - 2016 to December 29, 2017

Worked as contributing member of SOP team for key applications used by AIR finance and Assessment.

Updated existing technical documents in support of the contract and wrote new ones for KB.

Supported AIR personnel with AV conferences using Adobe Connect, and GoToMeeting

Managed Active Directory users and groups accounts.

Performed configuration and deployment of Cisco IP Phones and Softphone using IP Communicator, CiscoManger

Supported Air personnel with VPN connections and general hardware and software issues

Supported MAC users from the configuration and deployment of new macbook systems and upgrade using Jamf.

Performed first call resolution and escalation when managing the Helpdesk Que using FootPrints

Contractor MedixIT, Deployment Technician for windows7 project

September - 2015 to April 2016

Trained technicians in the proper procedures in scouting and deploying windows7 devices.

Wrote technical documents in support of the contract.

Assisted Inova Technical Staff for the EPIC center in the installation and configuration of CareFusion for 7 training rooms

Worked alongside the Inova IT staff to assist in closing backlog of service desk Incidents.

Deploying software using sccm.

Contractor Service Desk Analyst, Office of Information Technology, for Securities and Exchange Commission

9/15/2014 to July 2015

Convergenz – 8260 Greensboro Drive, Suite 575, McLean, VA 22102

Monitor Tier1 Queue and assign issues to tech support.

Active Directory account administration for Users, Computers and Groups’

Remote Account Administration for Citrix clients

Administration of BES Server for the Blackberry Bold and Blackberry Q10.

Account Setup and Configuration for FINRA Accounts.

Password administration for SEC Sybase Systems

Respond to customer technical inquiries and act as a liaison for various Technical Teams,

Provide Remote support to home user’s access the SEC network via any ware and VPN,

Research technical issues related Microsoft Office 2010 and other COTs applications running on SEC issued equipment

Running on PC’s and Laptops running Windows 7 SP1

Reset Blackberry accounts, Activation and system restore as well as push needed applications such as Soft Tokens for remote users.

Issue RSA Tokens to SEC personnel and contractors.

Reviewed Technical Documentation published to SharePoint for Accuracy and Technical Feasibility.

Research ongoing technical issues finding a sound permanent resolution to ongoing issues that affect multiple business units.

Support SEC base of 4000 working in a Windows 2008R2 and Citrix Environment.

Push software and patches using SCCM.

Contractor Lead Help Desk Analyst/Manager, Office of the Solicitor (SOL) for the Department of the Interior, (DOI) 06/2012 to 11/2013

Aqiwo – Alexandria, VA

●Installed software, modified and repaired hardware and resolved technical issues.

●Managed day to day helpdesk operations with staff of 4 helpdesk analyst level one and 2

●Managed Change Management and served as the central liaison between client and company of

over 450 personnel in Active Directory environment

●Created and deployed computer Images for over 500 desktops and laptops in consisting of 22 states and 24 locations.

●Worked Assisted in the setup and configuration of Cloud infrastructure using VMware vSphere

●Assisted SOL attorneys with DOJ documents aiding in the extrapolation and dissemination of data using Adobe X.

●Supported support for users and machines in a XenDesktop environment.

●Conducted weekly software audits assuring agency software licensing compliance

●Headed the Windows XP to Windows 7 migration for the Office of the Solicitor coordinating work schedules with network engineers and security government IT personnel.

●Re-wrote and consolidated all technical documentation tested for accuracy and validity of all software and system configuration notes.

10/2009 to 05/2012

I Took care of childhood friends parents, while looking for a job. I was offered jobs but did not hold an active government clearance which was required for the job.

PC\LAN Specialist, 02/2007 to 09/2009

Washington Hospital Center WHC

●Functioned in change management role for regional integrated delivery of network migration from Windows NT to Server 2008 R2 Active Directory managed by a team of network engineers throughout the Medstar Health and WHC.

●Combined technical and management skills while mentoring group members as they resolved complex technical issues and provided expert technical advice to management for business decisions bolstering increased revenue.

●Decreased inbound volume into help-desk support systems by more than 30 percent by expanding and refining client base as well as internal associates, delivering weekly in-services that trained clinical and administrative staff to utilize online tools.

●Strengthened business-unit relationships and ensured timely delivery of quality IT technology deliverables.

●Partnered with team leaders to design strategy to address conflicting priorities.

●Saved WHC over $1,500.000 in loss revenue by identifying new ultrasound machines which were improperly configured and installed in 4 post anesthesia care units (PACU’s).

●Bolstered productivity in labor and delivery by identifying clinical systems running $40,000 per client software amounting to $880.000 of unused resources by reengineering their use to serve as a much needed fault tolerance system.

●Provided 24 hour support and point of contact for intelligent patient records for obstetrics (IPROB) for 4 Medstar Hospitals located in DC, Maryland and Virginia

●Managed a team of Six Network Engineers and 4 techs to rebuild and manage the wireless network used for PICIS the primary billing system for WHC. I was able to resolve the ongoing connectivity issues with the computer on wheels (COW’s) that were used for perioperative services. i.e. OR’s, PACU’s, surgical clinic, endoscopy admitting and testing and the ER

●Exceeded management project deadline for the reconfiguration and implementation of Wireless Network by one month.

●Managed the IT build-out of PACU’s and OR’s serving as point of contact with all Vendors and Medstar’s technical teams.

●Performed nightly audits of clinical systems assuring that they maintained HIPPA compliance.

Applications Specialist, 12/2006 to 2/2007

Medstar Health, Washington Hospital Center WHC

●Served as Lead Technical Analyst for WHC Preoperative Services servicing over 2000 clients AD, pc, laptops, printers, PDA's providing end user support via phone and in person.

●Performed quality assurance on the Technical Knowledge Base, writing new technical documents of newly implemented technologies and applications. Re-writing dated technical documents ng and testing for usabil-w3ity and correctness.

●Led the implementation of clinical applications for perioperative services for WHC.

●Conducted monthly training sessions for approximately 150 hospital personnel consisting of doctors, nurses and clinicians on the latest changes and in existing and newly implemented technologies.

●Facilitated monthly Team Lead meetings with management promoting collaboration in implementing CRM.

●Performed bi-weekly in-service training sessions for Medstar’s contract technical staff.

●Conducted routine maintenance of Clinical applications server the intelligent patient record for obstetrics (IPROB).

●Managed 4 contract IT personnel for monthly system maintenance for 5 Medstar’s Hospitals throughout the DC, Maryland and VA.

Help Desk Specialist, 09/2005 to 12/2006

Medstar Health, Washington Hospital Center WHC

●Configured and repaired Dell and Lenovo laptops and Dell pc’s running Windows XP, only Dell Certified Tech on staff

●Outperformed peers in the closing of helpdesk tickets by closing over 75% of all work over a 9 month period.

●Supported MAC machines running OSX, troubleshooting and repairing.

●Handled up to 20 plus helpdesk calls a day

●Lead the implementation of and training of new technologies for the department of medicine home health care.

●Provided desk side and remote support for clinical staff

●Facilitated weekly team meetings to identify problem, solutions and resolutions to on-going problems and issues.

●Hardware and software implementations, configurations and deployment using Altiris

●Vendor hardware maintenance. Led the replacement of over 400 desktop hard drives and the refunding of and rewriting of service contract agreement because of non-compliance.

Technical Support Specialist, 09/2003 to 11/2005

Support Tech for Wireless Networks, Core Communication – Dulles, VA

●Monitored cisco wireless network using Cisco CDP Monitor v2.1 and SNMP tool for over 150 US hotel properties

●Monitored internal network ensuring DHCP, Application, and SMTP are update with the latest security patches.

●Provided end user support to client sites regarding wireless/Wan connectivity.

●Resolved problems with malfunctioning products.

LAN Administrator/Backup Manager of HelDesk when Manager on Travel & IT Support, 05/1999 to 05/2005

Orkand Corporation National Institute of Heath – Rockville, MD

●Administered, configured, maintained and supported our AD Application, File, Print, DNS, and DHCP servers.

●Duties included creating user accounts, mailboxes, Organizational mailboxes, security groups, moving machines to OU's,assigning static IP addresses to network printers, granting permissions, and tuning system performance.

●Installed, configured, racked and deployed servers in our network environment.

●Lead the deployment and configuration of new personal computers to a user group of over 500 users.

●Provided desktop administration, network management, for hardware installation and help desk services in support of 350 Windows 2000/XP machines.

Additional Employment

Help Analyst, 07/1998 to 05/1999

GTS Duratek – Columbia, Maryland

Administrative Assistant, 05/1989 to 06/1998

Federal Drug Administration Office of the Commissioner – Rockville, MD

Received Commissioners Award for Office Automation

Served as member of Commissioners, FDA Consolidation Council for Process Improvement

Created first Database of FDA owned and Lease Properties for the FDA Leasing Office

Conducted audit of the Office of EEO which lead to it retaining its budget to be self-govern.

Automated the management of publications for the Office of Consumer Affairs

As a PC/LAN Specialist/Management position for WHC/ I was the project manager responsible for all of the Hospital Perioperative IT needs.

I managed the redeployment and configuration of the wireless network and the COW (Computer on Wheeles/Thin Clients) from a virtually unusable network to a achieving a 99% up time. I identified faulty revenue generating clinical systems costing hospital over 10 million a year.

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