Help Desk Production Support

PROFESSIONAL EXPERIENCE:

TTI, Aug ****- Present

Documents all work and shows attention to detail.

Ensures own work and work of others is performed in accordance with policy

Defines processes and procedures for execution of work tasks for self and others

Applied specialized technical skills to complete work that may involve help desk support, data center operations support, production support, report production support, etc.

Involved in efforts of significant complexity that requires cross-GT or enterprise-wide coordination

Capable of dissecting a problem into manageable parts

Collaborate with other team members

Other duties as assigned

Use Service Now to track monitor SLA’s, have trained users on how to submit requests and process reports.

Amazon, Feb 2019 – Aug 2022

IT Engineer I

●Create, maintain, and review SOP’s for updated compliance

●Author change management requests and perform them to complete project work

●Hardware’s supported, kindles, VOIP, mobile devices Android/IOS, laptops, desktops, and other devices as acquired. Imaging, service related issues, user training, and mdm management.

●Beta testing devices

●Worked on build sites from the setup of MDF to the IDF and AP setup

●Worked on Windows and Linux server’s administration

●Worked with Cisco switches and AP’s for network connectivity

●Security camera setup and administration

●Managed multiple projects to completion

●Completed project management training via Link’d in Learning

●Completed interview screenings

●Managed resources for projects and day to day tasks

●Completed requests for procuring equipment needed.

●Mentored and trained multiple employees for progression

●Used remedy and proprietary ticketing system software

●Completed phone screens and interview pods

●Procured assets for projects

●Managed projects for sure build and other additional projects

●Provisioning phones on AirWatch and tablets.

Routing Solutions, Oct 2018 – Feb 2019

Systems Administrator

●Tier 1/2 Help-desk Support for Enterprise Network

●Support Laptop\Workstation imaging and baseline configuration

●Monthly Server and systems maintenance

●Maintain documentation related to client enterprise

●Managing virtual systems, Windows 10, Server 2012R2, Citrix, WDS

●Use Service Now to track monitor SLA’s, have trained users on how to submit requests and process reports.

Janus Research/CDSE, Jun 2018 – Aug 2018

CLE Administrator

●Utilize project management techniques to support instructors that design, develop, and deliver both distance learning in-class Web-based training programs and courses using Sakai and Moodle; As well as Microsoft Office Suite

●Collaborate with to assess each department’s e-learning subject matter and training needs;

●Provide Tier 3 support and construct the maintenance of the Education and Training Division courses;

●Provide advice, assistance, training, and technical support to instructors, staff, and students;

●Ensure 508 and SCORM compliance;

●Conduct quality control checks in the development of education and training products

Blue Canopy/DOT, Jan 2018 – Jun 2018

Help Desk

●Provide guidance and recommendations for to enhance, or replace existing IT systems

●Provided deskside support to executives at the Federal facility for hardware and software issues.

●Tracking and managing all TSDN hardware/software related warranties through Remedy or other specified asset database.

●Troubleshooting mobile email and application support

Systems Planning and Analysis, Inc./NAVY, Aug 2017 – Jan 2018

System Administrator

●Processes NMCI Accounts and SIPRnet Accounts

●Monitors usage of NMCI/SIPR Accounts (monthly minimum) to ensure currency and preclude expiration.

●Assists personnel with passwords/resetting passwords in the SIPR room

●• Use Service Now to track monitor SLA’s, have trained users on how to submit requests and process reports.

ValidaTek/DOS, June 2017 – Jan 2018

Tier 1 Data Center Support Technician

●Provide support for the systems that update, enhance, or replace existing IT systems

●Perform incident capture, verification, diagnostics and escalations

●Monitor the Remedy ticket queue and assign tickets according to SOPs

●Maintain knowledge base documentation

●Perform routine Data Center environment checks

●Perform monthly rack audits of all Data Center devices

●Managed module devices android/IOS imaging, replacement, inventory, and user training.

● Provisioning phones on AirWatch and troubleshooting mobile email issues.

Soft Tech Consulting/FBI, July 2016 – June 2017

Tier 2 Mobility Support/ Mobile Trainer

●Utilized Remedy

●Provided basic troubleshooting and problem resolution proficiencies in the following: Mobile Device Hardware from vendors such as (Apple, BlackBerry, Samsung, HTC, Motorola, etc.)

●Administered Corporate Enterprise MDM management software such as BlackBerry BES, AirWatch, etc.

●Troubleshoot and resolve mobile device issues or problems with device hardware and software.

●Provide input to design requirements associated with continued installation, integration, and testing of the smartphone information systems

●Deliver/facilitate new hire training using the provided curriculum to newly hired employees

●Facilitate continuing education classes to existing employees for new products, features, and services.

●● MDM management

WIS International, January 2016 – July 2016

Inventory Supervisor

●Verifies clerical computations against physical count of stock and adjusts errors in computation;

●Prepares reports of inventory balance, shortages, as required;

●Supervises and coordinates disbursement and delivery of supplies and equipment;

●Oversees work performed by support personnel; May use computer applications such as spreadsheet, word processing, email and database software in performance of assigned work.

●Supervised and trained anywhere between 2 and 10 employees

Avid Practice, Baltimore, MD, July 2015 – December 2015

IT Consultant

●Used remote monitoring and management platform to provide support to customer base.

●Configured Microsoft System Center Suite to be used for application, operating system, and deployment.

●Operating System troubleshooting from basic break-fix to disaster recovery of non-booting systems, including restoring all drivers to a newly reloaded system

●Advanced MS Office use, customization, configuration, and troubleshooting (especially Outlook 2010, 2013, and 2016)

●Crimping and networking from patch panel to wall port.

●Fixed MFC and printers network connection, scanning issues, and print spool failures

GEEKS ON SITE, Miami, FL, Aug 2014 – June 2015

Desktop Support Technician

●Installing hardware and software on Windows XP-8 systems for residential and corporate businesses

●Troubleshooting equipment for residential and corporate clients such as: Profile errors, MS Office errors, driver issues, BSOD, and more

●Setting up computer security measures (Anti-virus, Network security, and user access control)

●Configuring computer networks and printers

Global Technology Solutions/Leidos, Edgewood, MD, May 2014 – July 2015

EM2P Help Desk Analyst

●Analyze root causes, provide input into problem management processes, and monitor the systems network for degradation of the network

●Planned, organized and prioritized tasks to complete work as scheduled and to meet deadlines

●investigated and provided support to customers, vendors and employees

●Provided testing support of custom made groups, system updates, and patches on MWN systems

Pragmatics/DOS, Beltsville, MD, July 2013 – May 2014

Service Desk Analyst (U.S Department of State)

●Logged and prioritize calls and provide reports as required on Service Level Agreements (SLAs)

●Provided tier 1 and tier 2 support for proprietary software and mobile user Blackberry and VPN issues

●Experienced in Active Directory, DNS, Microsoft Office Suite, Remedy 7.2

●Utilized RDP and Remedy for user support

Tek Systems, Catonsville, MD, February 2013 – July 2013

Help Desk Specialist

●Service Now to track work flow and issue documentation

●Ability to troubleshoot common Windows XP and Windows 7 related issues such as mapping printers, network connectivity, shared drives, data back up and restoring

●Ability to demonstrate basic network troubleshooting skills

●Basic Microsoft Outlook support creating rules, creating and repairing .pst folders

Attiva Soft/BCPSS, Baltimore, MD, July 2012 – January 2013

Help Desk Specialist

●Handled password resets using systems (oracle, active directory, etc.)

●Used HEAT to track trouble tickets, DAMEWARE for remote connection

●Troubleshooting computer software, hardware, mobile devices, and provide first call resolution IE,

●Provided face to face and over the phone support and Managed user accounts using active directory

●Documented and Implement troubleshooting procedures

●Kept inventory update for all mobile devices

EDUCATION/CERTIFICATIONS: HDI Service Desk Analyst, ITIL V3

Strayer University, Baltimore, MD, Majoring in Information Systems, 3.4 GPA

Intro to UNIX, Intro to Computer Systems, Relational Database Management and Systems, Networking, Administering Desktop Clients, Operating Systems, Computer Ethics, Intro to Networking, System Modeling Theory, and Network Server Administration

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