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Desktop Support Engineer

Frederick, MD
Market value
October 31, 2019

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Legal Support – 8 years

Executive IT Support – 10 years

Network Copier Support – 10 years

Personnel Management and Development - 18 years

Mobile Device Support – 10 years

PC Refresh and Upgrades – 10 years

Software Packaging – 8 years

Application Administration – 10 years

System Migration Deployment – 10 years

Technical Support – 18 years


Pace University – NYC

Alpha Train Technical School – Newark, NJ

Microsoft Virtual Academy – Online

Microsoft Course training – Windows Server 2012, Exchange 2010, SCCM 2012, App V, Powershell


Dell Certified Systems Expert – DCSE ● HDI Support Center Analyst Certificate

Comptia A + Certificate ● PC Helpdesk & Desktop Support Certificate

AutoStore Certified Administrator


Platforms: Windows (XP, Win7, Win8 and Win10), Remote Desktop Connections, VDI, Windows Server (v2016, v20012 R2), Exchange Server 2010, Mac OSX, Office 365

Systems: Office365 Admin Center, Adobe Admin Console, Active Directory, Internet Information Services (IIS), Group Policy Administration, Microsoft System Center Configuration Manager (SCCM) 2007, 2012

Messaging Experience: Microsoft Exchange (v2003 and v2010), MS Office 365, MS Outlook (2010, 2013 and 2016), Blackberry Enterprise Server (v10, 12), Air Watch, Blackberry Desktop Mgr. / Link, Lotus Notes

Application Software: FortiClient, Okta, Workday, SalesForce, Office365, Sophos Central, Teamwork Project Manager, Adobe Acrobat, Bomgar, Citrix, RSA Authentication, Checkpoint Encryption, Safe Boot (v4.2, v5.2), McAfee Endpoint Encryption, Entrust, Data Key, USMT, Symantec Ghost and Anti- Virus Enterprise, Bit locker, SAS 9.2, 9.3, 9.4, Bloomberg terminals, Hyperion, Oracle, KACE Box Agent, MDT2010, WAIK, Microsoft APP –V 5.0, Micro Strategy 9.4, 10.0, 10.1, 10.2

Tracking Ticket Software: ConnectWise, FreshDesk, Altiris, Track IT, Service-now, Service Desk and BMC Remedy

Networking: Sophos VPN, FortiClient, Cisco VPN, Ethernet connectivity, LAN, WAN, WLAN, VPN, Remote Desktop, VOIP, Network and Local Printers, Network and Local Scanners, ODBC settings, remote access tools, wireless network troubleshooting, Tandberg Audio/Visual Teleconferencing System


Design Data Consultants Gaithersburg MD (July 2019- Sept 2019)

System Administrator, Information Technology Division

DDSi – Team Amarok

Essential Functions:

Responsible for performing Systems Administration duties including Network Operations Center (NOC) monitoring, facilitating patching and maintenance, work on after-hours-specific projects and end user support, and serve as a first responder on incidents.

Configure and troubleshoot Office 365, Vmware, Windows Server 2010, 2012, 2016, Windows 7, Windows 10, MacOSX

Configure/deploy workstations using MDT (Microsoft Deployment Toolkit)

Open, update, track, and close tickets in the ConnectWise ticket management system

Provide technical support on Windows 7 and Windows 10 OS to clients by troubleshooting applications, systems access, hardware, software, and network related issues.

Identify and resolve complex issues by utilizing IT Glue, an internal information source repository for each client site.

Escalate issues to the End User Support Technician Tier 4 or the Technical Account Manager.

Document and monitor service requests to ensure that the issue resolution meets or exceeds the service level standard for owned tickets as well as tickets owned by Tier 1 and 2 technicians.

Provide training and coaching and acted as an escalation point for Tier 1 and 2 Support Technicians.

Provide onsite technical support for clients.

International Justice Mission Arlington, VA (Dec 2018-July 2019)

Desktop Support Engineer, Information Technology Division

Global Technology Support (GTS) Level 2 and 3

Service Desk Support

Provides second level incident management support to resolve problems with IT services and applications by meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).

Proactively troubleshoot hardware and software issues including, but not limited to: Mac OSX, Microsoft Windows 7 and 10 operating systems; Windows Server, Microsoft Office 2016, Office 365, Microsoft SharePoint, LAN/WAN connectivity, workstation and laptop hardware components and peripherals, and network printing.

Provide support, deployment and configuration assistance for Apple and Android-based mobile devices.

Accurately tracks and routes escalated incident and request tickets providing thorough documentation of troubleshooting, history, and resolution.

Provide support and configuration assistance for ServiceNow platform.

Facilitate the desktop provisioning and deployment process with Microsoft Deployment Toolkit, including the maintenance of desktop images and application packages.

Setup and prep for video conferencing and A/V management.

VDI Management

Assist junior engineers with support of enterprise applications and software in the various end-user environments.

Cross-train other IT staff in the use or maintenance of technology and prepare technical documentation.

Performs scheduled night/weekend work as required due to environmental constraints.

Providing operational support for Active Directory and related network support equipment to ensure changes and maintenance did not interrupt service to the customers.

Contributes to on call escalation support 24x7 per team schedule.

User Account Management

Assist in provisioning and deprovisioning of user accounts in Okta, Active Directory, Salesforce, Workday, and other applications & services.

Develop knowledge base solutions for software, systems, and processes.

Maintain good documentation through helpdesk ticketing system and systems documentation processes.

Develop and deliver training to staff on new systems.

Federal Reserve Board of Governors Washington, DC (Sept 2012-2018)

Information System Analyst, Information Technology Division

Endpoint Computing Services (ECS) Level 2

Responsible for providing technical support in a fast paced, multi-platform environment with rotating on call shifts, back up to on call, and worked extended hours when needed.

Acted as Primary technical support contact via desk side or remote assistance for the FRB Legal Department (250+ attorneys).

Entered, tracked and escalated incoming tickets via Service Desk

Developed organizational units in Active Directory (AD) and managed user security with group policies for Windows 10.

Created and maintained email addresses and distribution lists in MS Exchange.

Provided third level help desk support for problems relating to Active Directory, like Managed User Accounts on Windows Server 2012 - Creation, Deletion, Permissions, and VPN Access.

Provided second and third level support after help desk and level one for basic to complex technical problem support and resolution. Provided technical assistance to work home users and travel users.

Defined application problems by conferring with clients; evaluating procedures and processes. Developed resolutions by preparing and evaluating alternative workflow solutions.

Served as primary support for International travel laptops and secondary support for Board wide network Ricoh copiers and Board wide mobile devices such as Blackberry and iPhones.

Worked with hardware and software vendors to resolve product issues with network, firewall and the automating build process. Controlled solutions by establishing specifications; coordinating production with programmers.

Led/Assisted in project development and testing phases. Set up test sites and proposed solutions to problems relating to a project’s test phase. Validated results by testing programs.

Created and published eLearning videos in Camtasia and Articulate software for IT Division end users and IT supported divisions.

VDI Management

Responded to patching NIRT alerts and security vulnerabilities by scripting with VBS or PowerShell code to automate the package build. Created collections and deployments for test computers, BOG NA early adopter’s computers, and Board wide computers using SCCM 2012.

Work closely with team lead to support and manage the SCCM, AppSense, Health Monitoring, and VDI (both local and virtualized desktop) environments.

Deploy enterprise-level software into the environment (both local and virtualized desktop) through extensive analysis, design preparation, and testing.

Key Projects Handled:

Connect and Share: integral role as BOG liaison for a project to migrate the organization from Lotus Notes to Microsoft Outlook, which included facilitating training and communication for division representatives to ensure business awareness and user acceptance testing on environment changes.

Windows 8 Microsoft Surface Tablet Deployment: Initiation of 50 tablet deployments for the Board Executives and Senior IT Management testing.

VMware vCenter Administration: improvement, testing, and creation of Microsoft Windows virtual desktops; created guides and documentation that is still in use today.

Dell Venue Windows 10 Tablet Deployment: Initiation of 150 tablet deployments for the Board Executives and Senior IT Management testing.

Windows 10 Upgrade: leadership to the Project Team in ensuring division readiness for upgrade from Windows 7 to Windows 10, which included hardware and software upgrades for all division machines

Loaner Laptop Support: created a support strategy for BOG visitors who functioned in a central location without any available infrastructure.

Apple iPhone Deployment: Initiation of several mass iPhone deployments for the IT and Legal.

eLearning training video: creation of training videos for iPhone Boxer app and Skype for Business on iPhone app. Video library included how-to’s and device troubleshooting steps along with tips and tricks.

Standard Operating Procedures: implementation of standard operating procedures for virtual desktop creation and International travel device requests.

Technisource Federal Reserve Board of Governors Washington, DC (May 2012-Sept 2012)

Sr. Information System Analyst, Information Technology Division

Endpoint Computing Services (ECS) Level 2

Provided full range of support in all areas and functions associated with COE systems analysis and COE applications software.

Supported all FRB customers for assigned area of responsibility, including troubleshooting of problems on a daily basis. Informed customers of the direction of department initiatives and provided training as needed.

Managed, installed, maintained, monitored and/or troubleshot all software and/or hardware to assure optimum performance. Provided guidance on proper use of IT policies, standards, hardware and/or software to FRB users.

Planet Technologies Germantown MD (Jan 2012 – March 2012)

Sr. Information Systems Analyst

Active directory design and implementation.

Deployment of resources through group policy.

Cloud services which include Outlook 2010, Microsoft Lync, and SharePoint 2010 services.

Robert Half Technologies BET Networks Washington DC (July 2011 – Jan 2012)

Sr. Tier III Support Engineer

Managed the research, development and implementation of brand new Windows7 migration and implementation of 32-bit and 64-bit images for BET Networks.

Detailed knowledge of MS Outlook: Creating, managing and troubleshooting profiles and data items such as: messages, sharing folders, schedule meetings, tasks, calendars, contacts, journals, categories and flags.

Installed, configured, and updated software releases, system upgrades, patches and resolved functionality issues.

Asset Management and Inventory practices - Performed core procedures, documentation, inventory assessment, and other procedures related to IT for BET Networks resources including software, server, and workstation and laptop systems.

Maintained, monitored, analyzed system components and made recommendations regarding computer system security, monitor network, computer and disk utilization.

Affinity - Network Solutions Booz Allen Hamilton (BAH) Gold Traveling Team McLean Virginia (Jan 2011 – June 2011)

Windows 7 Deployment and PC Refresh team

Infrastructure consisted of: o Hardware: PCs, laptops, Tablet PC

o Software applications: Commercial off the shelf (COTS) office productivity applications or proprietary applications developed and customized (in house) for business specific applications

Installed, configured, and utilized Microsoft System Center Configuration Manager (SCCM) 2007 for client installation and support, software distribution, security update deployment.

Executed large-scale desktop deployments with ZERO (0) productivity loss or data loss.

Validated and changed computer names ensuring proper naming convention, OU membership, user data backups/restores, and software is on the QA Tested list.

Trowbridge & Trowbridge Department of Energy Germantown, MD (October 2010 – January 2011)

Helpdesk Analyst II – DOE Q Clearance

Tier-2 and Tier-3 network and desktop support in response to trouble tickets.

Developed and maintained knowledge of product and service offerings, current support policies, and methods of support delivery, in order to provide properly aligned technical solutions to all business areas directly supported.

Maintained and troubleshoot network printers and copiers, prepared and configured computer equipment, installed and deployed software; received, tagged and logged all refresh, replaced, or retired hardware.

BAE Systems Department of the Treasury Washington, DC (June 2010 – Oct 2010)

Desktop Support Specialist - Team Lead Public Trust

Managed a team of 5 Techs that supported more than 3,500 desktop computers.

Provided program leadership and direction to Desktop Operations and Service Desk Analysts on hardware and software installations, configurations, and customer assistance.

Identified and recommended innovative IT solutions, resulting in improved customer support and functionality, increasing their rates of delivery of Core Business Function of their Service/ Product offerings.

Created and managed the Desktop Support Standard Operating Procedures (SOP’s) and Training manuals for Tier II support.

Collaborated with Asset Management team to ensure accurate tracking of equipment inventory and location, conducting ad-hoc and scheduled inventories.

L-3 Communications MPRI - Alexandria, VA 22314 (Sept 2008 – June 2010)

Helpdesk Technician

Supported an environment with more than 6,600 End Users within the US and abroad with Blackberry devices and Windows XP assets

Provided troubleshooting, problem management, and client service to associates locally and beyond the local office with remote support tools.

Performed system administration tasks, installation of new customer software releases, system upgrades, evaluation and installation of patches and resolution of software related problems associated with COTS/GOTS products on Microsoft Windows.

Supported our VTC Department and the Department of Defense by providing user training, troubleshooting and system maintenance for all of our on post video conference projects.

Provided Tier 2 level support for 36 financial management applications, evaluated software/hardware systems to integrate into existing environment.

Global Data Consultants - Chambersburg, PA 22314 (July 2007 – Sept 2008)

Bilingual Helpdesk Technician

Answering helpdesk calls, and responding to voicemails in a timely manner

Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements

Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required

Maintaining ownership of service tickets throughout the life span of the support request

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