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Engineer Support

Pikesville, MD, 21208
September 07, 2018

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Owings Mills, Maryland *****



•Extensive Information Technology experience in computer systems management, engineering, migrations and technical support with emphasis on operations and infrastructure technology and support.


Operating Systems: Windows 3.1 through 3.11; NT Workstation 3.0 through 2003; Windows95; UNIX S5 R4; Windows NT Terminal Server 4.0, Exchange Server 2003-2011, Windows NT Server 3.0 - 2008, Windows Vista, Windows 7, Windows 10, Windows 6.5 & 7 mobile, Android, SBS 2003 -2011

Software: MS Project, Remedy, Heat, Citrix, BMC Express, Magic, Unicenter, IIS, SAP Help Desk, SMS, VNC, Robohelp, Ghost, MS Office 2k -2007, Web Ex, Magic, SMS, Go to Assist. Bitlocker, Oracle, McAfee ePO, Office365


Public Trust -Title 13 issued by OPM 01/09

NACI issued by USDA 8/09

Public Trust title 6 –Issued by S.E.C 4/2011

Public Trust title 6 –Issued by HUD 2/2018


LAN Manager CNE

Citrix Metaframe

Unicenter TNG

Windows NT-TS 4.0

Concord Net Health


Radiant POS & Kiosk


Prairie View A&M

B.S, Computer Information Systems


2/2018 to Leidos

Present Cloud Migration Engineer

Supporting the HUD HiTs contract to provide direct engineering support to HUD for I.T. for migration and support services

5/2018 to Present

Cloud Migration Engineer

•Migration of infrastructure, data and applications out of legacy data centers into cloud and hybrid environments (public and private)

•Analyze systems and identify problems, evaluate, design solutions, and document.

•Automate thru scripts and implement operations best practices for virtualization environments

•Test and troubleshoot migrated systems on virtualized architecture

•Provide expertise and content to a number of key written deliverables

•Quickly adapt to several functional environments and meet deadlines

•Work both independently and as a team member.

•Provide recommendations for emerging technologies related to cloud

2/2018 to 5/2018

Team Lead Tier 3 Help Desk

•Provides Tier 3 incident and problem management,

•Management of 4 tier two engineers

•Diagnosis, escalation, tracking, and resolution for Windows 10 system

•Provide excellent customer service and a positive support experience to all levels of end users using the Service Desk ticketing system.

•Identify sources of Windows 10 issues, perform troubleshooting, and add to the knowledge base.

•Understand priority levels, escalation procedures, and ticket workflow for the Windows 10 project.

•Responsible for leading a small team of Tier 2 technicians

•Ensure Tier 2 technicians are updating tickets with the latest status, documenting solutions, and following the ticket workflow.

•Support of remote customers

•Remote installation and configuration of remote printer

11/2017 to Conexus

1/2018 Deployment Engineer

Supporting the University of Maryland Medical System in an effort to upgrade hospital pc and thin clients software.

Installation and configuration of patches and upgrades to a variety of pc and thins clients

Replacement of failed pc or thin clients

8/2017 to International Monetary Fund, Washington DC

11/2017 Deployment Lead

Responsible for hiring and management of a team of 6 field engineer direct reports tasked with the deployment of a new hardware standard to the IMF and the follow-up support of deployed employees

Imaging of new laptops, desktops tables and kiosk for IMF to Windows 10

Migration of user data from windows 7 to windows 10

Metric reporting of units completed daily, weekly and monthly.

Project plan development and resource planning.

Scheduling of all deployment assignment to field engineering

Pickup of all existing inventory

Development of scripts for use by field personnel

Asset management reports for returned and installed inventories

Continual improvement of the deployment process and reporting.

Developed and maintained project plan based on the statement of work

08/2016 to Xerox, Hunt Valley, MD

4/2017 Interim -Site Operations Lead

Providing direct tier 1 thru 3 Incident support of IT hardware, software, mobile, and A/V, as well as recommend and implement corrective solution for Xerox State of Maryland contract

Onsite and remote user support

Patch management for 100 workstations, 5 physical and 15 vm servers

Workstation imaging and setup

Group and user account creation and management

Active Directory administration

Local disaster recovery plan, preparation and support

Setup and support of training room pc’s

Implementation of SysAid help desk ticketing and asset management systems

VoIP phone administration

Server 2012 administrations

Windows 10 desktop suport

Desktop administration

Off site support for Xerox state customers

McAfee EPO server administration

Maintain all vendor support agreement and provide 1st level support of outside vendor products

Responsible for the recommendation, selection, purchase, and coordination of installation for 3rd party products and services

2/2016 to Gemalto (formerly Safenet Inc)

6/2016 Sr. Technical Specialist

Providing direct tier 1 thru 3 Incident support of IT hardware, software, mobile, and A/V, as well as recommend and implement corrective solutions

•On-site, off-site, and telephone support for select Senior Executive Team

•Creation and management of Active Directory and Exchange users,

•Remote user support

•VPN setup and configuration

•Creation of user account and new user setup

•Software installation, configuration and trouble shooting in windows 10 enviroment

•Dell warranty repair work

•IMAC and new user installations

•Installation and troubleshooting of VPN clients

•Use of HP Security manager to look at client inventory, driver hardware monitoring

•Provide support for desktop printer and large multi-function device (print/copy/fax, and scan)

•Imaging of new laptop using SCCM for new users

•Oracle troubleshooting and administration

•The issuance of Prime cards to securely and efficiently allow for PKI-access to Safenet facilities and resources

•Implemented mobile access solution based on Safenets 2 factor authentication methods based on PKI and OTP

•Use of HP webjet admin and universal print driver for field instsallaton of HP printers

•Supporting audio/visual and videoconferencing technologies for Executive offices, meetings, and events

•Resolve IT Incidents and fulfill Service Requests in a timely manner

•Execute routine hardware/software deployments for Senior Executives and their Assistants

•Coordinate, manage, and execute Desktop Support projects, track progress, revise deadlines and ensure they meet changing needs and requirement

02/2017 to Peak Systems - John Hopkins

07/2017 Part Time Lead Tech

Manage all aspects of the implementation and deployment of a new Managed Print Services Customer.

Installing, configuring & testing HP Multi-Function Printers (MFP's)

Configuring & testing Canon MFP's

Un-crating and unpacking of new printers; assembly and network connections

Initial printer setup and configuration

Testing, Troubleshooting and Solving printer issues

Assist local users on desktop setup

Disconnecting old printers and assisting in disposal

03/2015 to Peak Systems - CITIGROUP Baltimore, MD

12/2015 Site Technical Lead

Responsible for support of all desktop operations headquarters and 1 other local site.

Managed construction build-out for all I.T. related build-outs.

Management of 3 desktop engineers and 1 telephone analyst

Deployment of workstations and laptops to users

Managed construction build out and deployment for 3 floors in headquarters building

Management of 6 contracted employees during buildout.

Installation of wireless access point, printers, network switches and routers.

Provided weekly status reports to management concerning inventory levels, special projects and employee deployments.

Migration of user from Win 7 notebooks to Windows 10 tablets.

Provided Windows 10 support to U.S. branches during migration of branch computers

Responsible for coordinating and overseeing cross-functional IT teams in Service Desk Support and CIO/Executive Support.

Managed the design and build out of all video conference rooms

Support of all video teleconferencing rooms

Installation and support of vpn clients for user community.

Managed vendor installations for AV, network cabling and data testing

Primary support for all executives and managing directors.

New technology user workshops

Provided tier 3 hardware and software support for U.S based branches.

Vendor relations and management

Installation and configuration of HP MF, BW and color printer

Software trouble shooting of COTs and custom developed applications

Limited support of Mac hardware and software

Development of departmental SOP’s and supporting documentation and development of user support guides.


12/2014 Imaging Analyst

Coordination with individual properties regarding reimaging/Final PC Setup of PCs based on corporate standard.

Enhance end user productivity by performing Reimaging/Final PC Setups, configuration, data migration, and PDA/handheld device configuration for all PCs within scope.

Keeping current with workload activities, client billing in BMC Remedy, Request Center, voicemail and other tools and applications as necessary.

Desk side delivery of PCs to Headquarter customers including executive level support

Performed remote field Reimages/Final PC Setups based on volume and/or business needs.

Diagnose and replace hardware issues with IBM/HP laptop and desktop PCs.

Provide end user technical support for Windows 7, Windows XP operating system and Microsoft Office 2010.

Assist with transition of end users and departments to Windows 7 operating system.

Provide remote support using WebEx support center software

Assist with transition of end users and departments to Microsoft Office 2010.

Maintenance of internal support documentation and escalation policies.

Ensure standard image are consistent across brands.

03/2013 to TEK SYSTEMS Baltimore, MD

05/2013 Field Engineer

Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.

Migration of Dell and HP workstations from XP to Windows 7 in large corporate environments

11/2012 to AEGON Baltimore, MD

03/2013 Service Delivery Site Lead

Management of 3 desktop support engineers

Installation of new users

Coordination of all interoffice moves

Senior level support of window XP and Windows 7 customer (beta group)

Workstation installation

PC imaging and reloading

Creation of user account on and administration of A.D

Overflow NOC support

Installation and support of Office 2010 and installation of Bloomberg workstation, both dedicated and software

Coordination of Dell part and warranty exchange

Helpdesk procedures and documentation development of technical solutions for junior staff members.

24x7 support

05/2012 to DYNATEMP HVAC Silver Spring, MD

10/2012 I.T. Manager (Consultant)

Tasked with for setting technical direction for company implement new services management software for entire organization. The development of project plans and timelines for server migrations and the development of server and network requirements to meets customers need for growth and expansion

Setting corporate desktop standards

Migrations of Server 2003 to SBS 2011and Server 2008, migration of 100 user workstations from Windows XP and Vista to Windows 7 and migrations of 2003 SQL Database to SQL 2008

Exchange 2011 and SBS 2011 server support

Use of HP Jet admin to install and manage new printers

Installation of several HP printers for office, all printer managed by web admin

Upgrade of infrastructure cabling for Cat3 to Cat 6 and upgrade and replacement of all network switches.

Installation of 300MB wireless network point to point and multipoint

Remote and desktop support for all users.

Setup of Smartphones and setup of corporate VPN


05/2012 IMAC Team Lead

Installation of new users

Support of AV centers and equipment

Coordination of all interoffice moves

Senior level support of window XP and Windows 7 customer (beta group)

Workstation installation

Management of 2 junior and 2 senior support engineers

PC imaging using swimmage and ghost

Creation of user account on and administration of A.D

Installation and configuration of web-ex software meeting software

Server 2008 administration

Overflow NOC support

Setup of dedicated Bloomberg terminals

Installation of Bloomberg software on workstations and installation and support of Office 2010

Coordination of Dell part and warranty exchange

Documentation development

Development of helpdesk procedures and technical solutions for Jr staff member.

Deployment of application to user from SCCM software library

Prepared applications for deployment using the SCCM 2012 and the SCCM customization tool

03/2010 to CIENA CORPORATION Linthicum, MD

04/2011 Senior Help Desk Engineer

Assisting Ciena Corporation with the migration of 2000 new employees acquired from the purchase of a division of Nortel Networks.

Windows Server 2003 systems administration

Password resets for AD, Oracle and other in house systems

Procedure and help desk documentation development

Migration of Blackberry and other smart devices from Nortel's network to Ciena's network

Adding, deleting and moving exchange user profiles

Adding of users account to Ciena Domain

Creation of network resource shares

Used WebEx remote support for remote client support

Installed and configured WebEx meeting software to remote and desk side client

Troubleshooting of VPN and remote connection issues

Remote user applications and hardware support

01/2010 to DELL CORP. Washington DC - Baltimore, MD

05/2010 Lead Deployment Engineer

Assigned to the Dell Corporation.

Deployment of over 1200 Windows 7 pcs for Citi Groups Hagerstown call center and deployment of over 1500 Windows 7pc's for Med Star Hospitals including specialized machines for surgery, radiology and research labs

Development of deployment, migration plans and schedules as well as WBS

Installation of network printers

Development and delivery of corporate communications thru email and lunch work groups

Creating and adding of computer and user account thru AD

Management of 9 field engineers

Imaging of predeployed pc's using Ghost, Altiris and SCCM

Provided departmental hardware inventories using the SCCM 2012 inventory manager

Staging applications for deployment via Altiris

Pushed applications to users using SCCM 2008 and Altiris

Reimaging of over 500 pc's for United Bank of Switzerland using Ghost

02/2010 to FAST TEKS Baltimore, MD

Present Lead Field Engineer

Provide hardware installation of computer and network systems to business and residential customer

Repair of desktop and notebook computers and repair of retail Radiant POS systems

Asset tracking of all pc returned to dell during technology refreshes for business in the Washington metro area

Scheduling of field tech to customer locations


03/2010 Tier 3 Support Engineer

Responsible for providing Tier 3 applications support for software end users.

Resolve complex issues on Windows 2000, XP Server 2000, Server 2003 and network based problems remotely and in a prompt and professional manner.

Identifies and defines issues that require attention of software development team.

Improves software support documentation to facilitate future troubleshooting and improve client satisfaction.

Provides support for Field Services Team, assisting in installation and integration issues in order to ensure successful implementation efforts.

Supports Client Services and other internal departments by fielding and working ad-hoc requests related to troubleshooting the software application on an ongoing basis.

Identifies and forwards potential software enhancement opportunities.

Responsible for providing Tier 3 application support for software end users.

Resolved complex issues in addition to Windows Server 2000 and 2003 issues as well network based problems via remote connection

Worked with software developers, users, and other QA associates in the development of test cases for updated CD patches and updates versions 10.0 and 11.0

Involvement with company wide data analysis and reporting

Trouble shooting .Net, MSDE and MSSQL errors pre and post installation

08/2009 to U.S. DEPT. OF AGRICULTURE Laurel, MD

10/2009 Tier 3 Deployment Lead Engineer

Supporting the USDA in the deployment of 500 notebooks

Imaged notebook computers using GHOST for deployment to USDA staff

Installation of notebooks and printers

Adding user and machine accounts to active directory

Provided telephone and remotes support to USDA employee's

REFERENCES: Available upon request.

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