Michele McCarter

**** ********** **

New Carrollton MD 20784

301-***-****

ad0yem@r.postjobfree.com

SUMMARY

Senior Information Technology Analyst with 10 years’ experience in troubleshooting and resolving a variety of network, server, hardware and software issues.

Experience with LAN/WAN communication networks, using VPN, Zscaler, Remote Access Service, GoTo Assist, Bomgar and Dameware, with knowledge of client/server technologies, Lotus Notes, SharePoint, Adobe Acrabat and Web applications. Video/Teleconference setup

Knowledge in TCP/IP network connectivity, WI-FI, Active Directory, SCCM, MECM, Hardware /Software upgrades such as Windows11/10, Office 2007/2016, Outlook 365, One Drive, Teams, Chrome, Edge and Anti-Virus software.

MDT, Ghost and Mirage client imaging of hard drives, Bit Locker, PGP, Safe Guard Encryption, data transferring, configuration and troubleshooting IPhone software..

Knowledge of ticket tracking software such as Remedy, HEAT, Service Now and SharePoint.

PC Hardware/Software troubleshooting

Experience with desktops, laptops, copiers and printer configuration and installation

Inventory management skills, which consist of maintaining records on company assets, purchases and repairs.

Excellent troubleshooting skills with excellent interpersonal skills.

EDUCATION

03/1995 – 06/1998

Associate of Applied Science Degree in Computer Systems, Networks and Hardware Technology (AAS)

PROFESSIONAL EXPERIENCE

Ciena / Xfinity Global

06/2023 - Present

Senior Computer Analyst

Hanover, MD

Responsible for operating system imaging of laptops and desktops, scheduling, post imaging support & troubleshooting, remote operating system deployments, surplus equipment pickups, PC refresh, new hire system deployments. Using knowledge and experience with Windows (XP/Windows7/Windows 10/Mac) to provide desktop hardware & software break/fix support. Troubleshoot and resolve desktop hardware, application, printing and networking issues. Resolve desktop issues according to defined IT/ITIL processes/procedures to meet service level objectives and user commitments. Using excellent people and customer service skills, manage user expectations and address escalations according to defined processes. Maintain hardware asset databases.

Ahold Delhaize / Mphasis Corporation

11/2017 – 03/31/2023

Senior Lan/Desktop Engineer Team Lead

Landover MD

Responsible for providing end user support at customer site, face to face and remotely. Support services that include hardware/software troubleshooting, break-fix repair, OS remediation, application support and installations. Office 365 rollout. Life cycle refresh on end user hardware and OS migrations, Executive support and hands and & eyes support for remote Servers and Network teams. Deploy automated software packages using SCCM, troubleshooting of print service, queues and network connectivity issues and strong understanding of Active Directory, GPO analysis and Local Group policy. Maintain and manage IT inventory of consumables, workstation/laptops, spare inventory, and other materials for organization.

World Bank Group / Tata Consultancy Services

10/2016 – 06/2017

Sr. Desktop Engineer

Washington DC

Responsible for upgrading and deploying new hardware and operating systems with Windows 10 for the World Bank Group. Utilized User State Migration Tool (USMT), imaged deployments using Microsoft Deployment Technology (MDT) and Windows Deployment Services (WDS). Utilized Active Directory (AD) for users and computers, managing domain & domain controller security policies. Performed application packaging from SCCM Support. Backed up user’s data and restored their profile. Performed quality assurance and necessary troubleshooting encountered during the operation.

Siemens Government Solutions / MBC Group

04/2016 to 09/2016

Sr. Desktop Support Analyst

Arlington VA

Responsible for supporting all the company Executives/VIP with software and hardware issues

Resolve complex service requests relating to company assets, mobile devices, peripherals and related applications. Video/Teleconference setup and used Active Directory to unlock accounts and password resets. Installed and implemented software over the network to desktops and laptops using SCCM. Troubleshoot network connectivity, printer and desktop software problems. Detected and removed viruses from desktop and network drives.

Motor Vehicle Administration / Leading Edge Systems

12/2015 to 03/2016

Windows 7 Deployment Technician

Glen Bernie MD

Provided technical assistance in migration of client computer systems from Windows XP to the Windows 7 platform. Saved data, imaged and restored settings to new or existing computer systems. Added systems to domain, located files, and troubleshooted associated issues. Mapped network printers, installed applications and managed a nightly deployment list. Installed new workstations that included monitors, scanners, cameras, and printers and ran cabling. Troubleshooted issues regarding upgrade and provided day to day end user support. Tracking inventory and other consumables for organization

National Cooperative Bank / Robert Half Technology

12/2013 to7/2015

Service Desk Technician

Arlington VA

Documented all pertinent end user identification information

Built rapport and elicit problem details from help desk customers.

Prioritized and scheduled problems. Escalated problems (when required) to the appropriately experienced technicians.

Applied diagnostic utilities to aid in troubleshooting.

Performed PC refreshes and life cycle replacements of computer equipment

Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

Performed hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

Tested fixes to ensure problem has been adequately resolved

Accenture Federal / Mastech

04/2013 to 08/2013

Windows 7 Deployment Technician

Arlington VA

Participated on the Deployment team at Accenture Federal Services.

Responsible for reimaging and configuring new PC’s and laptops which included transferring client’s data when necessary, and troubleshooting connectivity and data issues. Responsible for rejoining workstations to domains and providing end user support. Troubleshooted and resolved technical and complex application issues.

AARP / Unisys Corporation

10/2012 to 04/2013

Technical Team Lead

Windows 7 Deployment

Washington DC

Oversee appropriate setup and signoff of the client deployment site

Work with local Scheduling Coordinator to schedule deployments

Organize documentation for each days deployments

Interface with users if there are issues or if the assigned technician cannot answer client queries or concerns. Record keeping, tracked assets, configuration of deployment in MDT, SCCM and Active Directory. Trained technician on deployment processes. Responsible for imaging and reimaging laptops and desktops computers with Windows 7.Transferred data, encrypted hard drives, installed software and mapped printers. Troubleshooted issues regarding upgrade and provided day to day user support in the corporate environment.

Lockheed Martin/Volt Technical Resources/Dept. of Defense

10/2009 to 06/2012

Sr. Computer Analyst

Tier 2/ Tier 3 Support

Arlington VA

Responsible for H/W and S/W end user support for a community of 1300 users in troubleshooting and resolving technical and complex hardware and software issues, network connectivity and printer problems.

Responsible for imaging and reimaging PC’s and laptops, which include data transferring, rejoining workstations to domains and troubleshooting connectivity and data issues.

Repair defective equipment that includes motherboards, LCD screens, printer peripherals and hard drives.

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