Dorothy Carson

*** ******* *****, *** ** Reisterstown, MD 21136 443-***-****

ad4azw@r.postjobfree.com

PROFESSIONAL IT EXPERIENCE & CAREER HISTORY

CERTIFICATIONS

COMPTIA SECURITY+ - SEPTEMBER 2021

TECH USA GOVERNMENT SOLUTIONS –Millersville, MD

Hardware Technician I.5 – 09/2021 to Present

● Currently in possession of an active Full Scope w/ Poly

● Promoted to Hardware Technician 1.5

● Training and educating newly hired employees to complete daily duties

● Sole technician in charge of hardware installations and incidents at multiple sites

● Maintain customer satisfaction by repairing mission critical assets

● Lead projects for mission critical assignments

● Installation, modifications, and repair to computer hardware and software

● Run diagnostic programs to resolve problems

● Conduct software installations and updates

● Advanced technical Windows environment support

● Provide advanced phone, remote and desktop support

● Troubleshooting, coordinating, maintaining and testing of Video Teleconference (VTC) systems and Secure Video Teleconferences (SVTC) systems

● Utilized SupportIT to receive, update, and close customer incidents

● Troubleshooting of computer application problems to ensure application performance is optimal

● Troubleshooting of computer hardware/network related issues to optimize customer performance

● Maintaining daily performance of computer systems

● Standardizing job tasks and conducting training sessions for junior team members, promoting adherence to industry best practices and standards.

● Ensuring VMware of mission critical assets runs smoothly through updates and troubleshooting

● Managed and maintained Windows and Linux based environments and platforms.

● Worked in collaboration on upgrading virtual machines from Windows 7 to Windows 10.

● Maintain the overall desktop environment, including hardware installation, troubleshooting, software installation, configuration and support.

● Managed customer log ins, security posture and guaranteed connectivity of all essential equipment

(PCs, VOIP Phones, Printers and VTC).

● Provide quality, timely assistance via telephone, email, and ITSM tools to clients experiencing technical issues or requesting other technical assistance.

● Upgraded VMware infrastructure to improve environment performance. TECH USA GOVERNMENT SOLUTIONS –Millersville, MD

Hardware Technician I – 08/2019 to 09/2021

● Held an active Full Scope w/ Poly

● Maintained customer satisfaction by repairing mission critical assets

● Installation, modifications, and repair to computer hardware and software

● Ran diagnostic programs to resolve problems

● Conducted software installations and updates

● Advanced technical Windows environment support

● Provided advanced phone, remote and desktop support

● Troubleshooting, coordinating, maintaining and testing of Video Teleconference (VTC) systems and Secure Video Teleconferences (SVTC) systems

● Utilized SupportIT to receive, update, and close customer incidents

● Troubleshooting of computer application problems to ensure application performance is optimal

● Troubleshooting of computer hardware/network related issues to optimize customer performance

● Maintained daily performance of computer systems LG-TEK– Elkridge, MD

Training Support Specialist – 02/2017 to 08/2019

● Held an active Full Scope w/ Poly

● Daily use of computers and internet/intranet connectivity skills and operating general office equipment

● Documented customer service principles with planning and scheduling, presentation and briefing techniques, problem solving strategies, and record keeping.

● Assisted remotely and locally with setup and operations of Video Teleconference (VTC) systems to assist international students with distance learning.

● Managed extensive online databases via Microsoft Suite; including auditing data of all online databases

● Maintained internal and external customer relations.

● Generated process improvement; including aiding with project management, data/information management, team and time management.

● Maintained daily performance of operations; including diagnosing issues and implementing resolution methods, promoting ideas and initiatives.

EDUCATION

Catonsville Community College

ADDITIONAL SKILLS

● Proficient in customer service.

● Ability to work under pressure and meet deadlines.

● Punctual and efficient with duties and responsibilities. References available upon request

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