Information Technology Professional
Resume:
Geoffrey Taylor, MCTS
443-***-**** ********.********@*****.***
Microsoft Certified Technology Specialist
“Offering Superior Service and Communication Skills”
PROFESSIONAL PROFICIENCIES
Operating Systems: Microsoft Windows XP to 10, Microsoft Windows 2003 to 2010 Server, Mac OS
Software: Microsoft Office 2003 to 2016, IBM Lotus Notes, JAMF, VMware, VMSphere, Bomgar remote access,
Active Directory,
Ticketing systems: ITSM Heat, Remedy, Clarify
Hardware: Laptop, Desktop, MacBook, iMac, Shortel phone, RICOH printer/scanner, USB-c docks, ThunderBolt docks
Skills: Windows operating system installation, configuration and maintenance, change management, Browser troubleshooting, remote management, Active Directory, Group Policy, VPN, remote access protocols, configuration and troubleshooting, TCP/IP troubleshooting, firewall and proxy server configuration;
Certifications and
other requirements: MCTS, MCP, Secret Clearance ( interim) investigation on going
AREAS OF EXPERTISE
Windows operating system installation, configuration and maintenance
Desktop Support
Call Center/ Help Desk
PC troubleshooting
AD user role management
PC builds and set ups
Prioritize and organize work assignments; delegate work
Resolve problems quickly, efficiently, and courteously
Browser troubleshooting
Application and Browser troubleshooting
Use Altiris for builds and migrations
Review daily shift work to ensure consistency and accuracy
Printer installation and troubleshooting
Installation of Microsoft clients
Customer Service/Satisfaction
Maintain open communications
Ensure attention to accurate detail with all callers
Purchasing software and hardware from third party venders
Creating and maintaining Virtual Machines in VMSphere and VMWare for Mac
Change management
DFARS
Remote desktop application
Virus removal from systems
Setup GOOD for Enterprise on iPhone and iPad
CAREER PATH
IT CONSULTANT for Johns Hopkins University Applied Physics Laboratory September 2017 – Present
Adecco/ ESG in Laurel MD 20723 (Field Service Technician)
Build laptops for new hires and replacements for current employees
Migrating data from user laptops to new laptop using Altiris and Crash-Plan tools
Verify applications installed on new machines and if data was migrated
Deliver computers to user when completed and walk the user through the first log in
Work in both open and closed areas
Remove classified information from computers during a data spill
Set up work space or office, installing docking station, and monitors
Resolve technical issues from incoming tickets, walk up, emails, or phone calls
Research, analyze, diagnose and resolve issues with customer systems including computer hardware & software, peripheral equipment, and networks
Maintain proper documentation for tickets currently assigned
IT CONSULTANT for Johns Hopkins University Applied Physics Laboratory July 2017 – September 2017
Adecco/ ESG in Laurel MD 20723 (MFA project)
Major Functions:
Assist users with setting up OTP HID tokens for MFA project
Handling incoming phone calls through the Multi Factor Authentication project hotline
Assist users with questions with VPN access and HID tokens
Creating tickets when receiving calls or emails for project tracking
Completing other project tasks ( i.e. mailing list, sending devices and instructions for self help requests
Follow up support for all users
DESKTOP SUPPORT TECHNICIAN Dec 2011 - June 2017
Rohde & Schwarz, in Columbia, MD 21046
Major Functions:
Build PC or Laptop to company specifications including setting up of individual accounts
Install special programs or applications for job roles
Set up iPhones and iPads with GOOD for enterprise
Create user account in active directory (AD) based on job role
Assign proper role access with in AD for shared folders and mapped drives
Creating roles and access groups in AD for shared drives
Resolve technical issues from incoming tickets, walk up, emails, or phone calls
Remove viruses from infected computers
Set up work space or office, installing docking station, monitor, and desk phone
Assist with technical questions about supported applications
Delegate unresolved tickets to proper work group
Reset password for domain accounts through AD
Purchasing software and hardware from third party venders
Add users to RICOH printer/scanner address book for scanning to network drive
Creating remote access VMs in VMSphere for users
Creating MS VMs for VMWare to be used with Mac machines
Assisted users with questions using the Crestron tools in the meeting rooms
HELP DESK CONSULTANT for T. Rowe Price Apr 2010 - Dec 2011
Vision Technology Services, in Owings Mills MD 21117
Major Functions:
Take 50-70 calls a day, combined Internal and External callers, log every call meticulously with Remedy ticketing software
Troubleshoot and solve issues with the T. Rowe Price's websites and external customers' personal web browser, log-in, and technical financial transaction issues. (Customers range from multi-millionaires to new investors.)
Perform password resets for associates and external customers, adhering to the strict verification policies for each segment.
Assist with browser and over application trouble shooting for internal callers
Support over 800 applications for internal callers
Take orders for software and hardware purchases and installations from the 5,000+ employees via phone, email, and online forms.
Place purchase requisitions, track orders' statuses, and installation progress; keep end-user associates/ administrators informed throughout the processes.
Work closely with executive-level administrators daily
Install software via script program.
Work directly with the escalated support team to report and fix any system-wide issues, acting as the advocate for the customers/associates by staying in contact, providing updates and final verification that an event is resolved.
Dispatch desktop support personnel as appropriate, such as for hardware-related issues.
Resolve pending tickets with follow up calls or emails for internal and external callers
CUSTOMER SUPPORT ANALYST I Sep 2009 - Apr 2010
MICROS, in Columbia, MD 21046
Major Functions:
Respond to technical and procedure questions concerning MICROS Opera
Documenting all calls through Clarify ticketing system
Resolve customer software issue by trouble shooting browsers remotely or verbally
Remote to customers servers to resolve issues by running simple SQL, performing basic server maintenance, or escalating ticket to level two or three technicians
Resolve open tickets assigned or through incoming calls
Follow remote access policies by use of VPN, PC Anywhere, Remote Desktop Connection (RDP), and Webex
DUTY MANAGER / ASSISTANT FRONT OFFICE MANAGER/Duty Manager 2005 - 2006
Omni Resort at ChampionsGate, in ChampionsGate, FL 33896
Major Functions:
Manage shift by preparing daily duty schedule for staff
Communicate with other department heads for daily status
Maintain staff for quality guest service
Create and implement continual training materials per Omni Hotels standards
As Duty manager assist with other departments for guest relations and daily operations with in the hotel
Supervise all work is completed in timely fashion and close out all clerks daily work and bank drops
Train new hires in the Omni standards
NIGHT AUDITOR SUPERVISOR / DUTY MANAGER 1995 - 2005
Wyndham Palace Resort and Spa, in Lake Buena Vista, FL 32830
Major Functions:
Provide quality service to hotel guest at check in and check out
Resolve guest request and guest relations
Delegate staff assignments and verify they are completed accurately
Balance the daily work in preparation of running the night audit
Implement proper training of the overnight team and new hires
Complete weekly payroll
Ensure smooth flow for following shift
EDUCATION and SPECIALIZED TRAINING
ComputerTraining.com Towson, MD
Microsoft Network Technology Program Completed August 2009
MCTS (Microsoft Certified Technology Specialist: Configuring Microsoft Windows Vista) – May 2009
MCP (Microsoft Certified Professional) (Vista/MS Server 2003) – September 2009
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