Richmond, VA *****
IT Professional with over six years of experience in hardware, software and system administration troubleshooting in an enterprise environment specializing in providing highly efficient solutions to enhance productivity that will assist enormously to the company’s mission and vision. Highly proficient in network protocols LAN, WAN, and DHCP troubleshooting, and providing expert technical advice. Highly experienced in security protocols, large scale deployments and software updates. Also very efficient user account administration and software updates through Active Directory, Windows 2012 Server, System Center Configuration Manager, and server systems installation, maintenance, and updates.
SOFTWARE: Microsoft Windows 7, Windows Vista, Windows 8, Windows 10, Office 365, Outlook 2016, Mac OS X and up, UNIX\Linux Systems(Ubuntu), Microsoft Office Suite, Active Directory, Windows Enterprise Deployment Systems, DeepFreeze Enterprise, Command Prompt, Console Management, Crestron Toolbox, Microsoft Visual Studios, Microsoft Azure, SIMPL Windows, Dell KACE Systems Management, Microsoft Windows 2012/2008Server, Windows Domain Administration, Visual Basic Studios, VMware, Remote Desktop, Virtual machines, Windows file transfer, Dropbox, Cloud servers, Cisco AnyConnect, Remote Mapper, Bomgar Remote Assistance, Remedy Service Management, BitLocker encryption, WireShark, Packet Analyzers, BigFix, IBM Endpoint Manager, PowerShell, PuTTy, OneDrive, Amazon Web Services, Windows Administrative Tools, Citrix Receiver and Storefront, Microsoft Configuration Manager SCCM, IBM Maas360, ArcGIS Systems software.
HARDWARE: Windows operated PC’s, Laptops, and Tablets, All Apple devices, Motherboards, APS Power supplies, External hard drives, hard drives, RAM, Aleratec Hard Disk Drive Sanitizer and Duplicator, Home automation and audio/video control systems, Presentation control and signal routing system solutions, Crestron touch panels used for room, building and campus control, DMP Processors, Extron devices, Network and local printers, Document Cameras, Data Projectors, Ethernet Hardware (NIC’s, Cat 5e, Cat 6), Cisco Routers, CISCO Networking devices, Networking protocols such as TCP/IP, FTP, DHCP, HTTP, UDP, DNS, WAN, LAN, VoIP, IPv4, IPv6, Dell Docking Station/Port Replicator, Hubs and Switches, Home automation devices and actual servers and cloud infrastructures.
Alfa Laval, Richmond Virginia – Support Consultant Specialist
●Provide comprehensive 1st line first-tier support for the efficient resolution of technology incidents and requests from internal company staff via phone, live chat, walk-ups and tickets submitted through Service Now.
●Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of end-user satisfaction.
●Manage multiple incoming priorities effectively by understanding end-user needs and meeting service level requirements.
●Identify potential system problems, coordinate with and escalate to other teams in Service Delivery towards the resolution of requests and incidents.
Environmental Protection Agency, Washington D.C. — Computer Operation Specialist/Technical Support III
AUGUST 2016 – MAY 2018
●Critically analyzing desktop hardware/software systems, peripherals, and network connectivity environments/issues to resolve customer incidents in a government environment and had to gain/maintain security clearance for this job.
●Responsible for on-site and/or remote installation, implementation,
maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals.
●Recommends and coordinates hardware and configuration, as well as
modifications to assure adherence to manufacturers' guidelines and conformity with the physical layout of equipment.
●Develop and recommend cost effective technical system improvements and
provide recommendations to processing procedures as needed.
●Trained onboarding technicians as they came to get adjusted to EPA standards and policies.
●Assisted with development and administration of training programs for new users and perform duties of senior team lead, such as assigning tasks to other technicians as necessary.
●Lead technician on iPhones and mobile device management issues using Maas360 and MDM Device management Enrollment, including maintenance and repair of Maas360 profiles, iPhone profiles as needed along with troubleshooting phone issues as needed.
●Complete overall patch/release management for IBM BigFix as well as ensure all packages are deployed efficiently and as transparently as possible; Identify, manage, and monitor for vulnerabilities that may affect compliance requirements and change management procedures during the migration from Windows 7 to Windows 10.
●Perform day to day activities required to distribute application/software/patch packages and deploy operating systems using BigFix to end user software while ensuring the hardware is within compliance of the environment standards, identifying and remediating discrepancies
●Performed as secondary IBM Big Fix Patch Admin in large government environment
Norfolk State University, Norfolk, VA — PC Technician
AUGUST 2012 - MAY 2016
●Support and maintain computer systems and networks(LAN), desktops and peripherals of all classrooms and offices.
●Install, diagnose, repair, maintain, and upgrade all hardware, software and equipment in an Enterprise environment and recording a ticketing system to track work.
●Development and implementation of new computer projects, new hardware and
software installations, and provide technical advice to students, faculty and staff.
●Provides technical support to departments with special hardware and
software solutions to provide them with the most efficient work environment.
Virginia Commonwealth University, Richmond, VA — AV Systems Technician
MAY 2014 - JULY 2014
●Provide frontline support and assist Media Support Services with maintenance and installation of classroom AV and PC instructional technology.
●Apply updates to hardware, firmware, and software to Home automation and
audio/video control systems.
Install, configure and modify applications, hardware/software and systems and provide technical advice.
●Set up, operate, maintain and repair equipment used to enhance live events and classrooms, such as microphones, video recorders, projectors, lighting and sound mixing equipment.
Norfolk State University, Norfolk, VA — Computer Science/Information Technology Bachelor’s Degree
AUGUST 2012 - MAY 2016, Norfolk, VA 23504
●Configured, imaged and installed over 4,000 PC’s for the campus of Norfolk State University, this includes networking issues when pulling down images or putting PC’s on the domain using Dell KACE, configuring the networks ports, IP Configuration and account management.
●Repairing and making Cat 5e cables by hand in case of shortage or bad cables, actually had to slip the end of cables and replace RJ-45 connectors and assisted in getting over 400 Crestron devices and RoomView devices online on the campus of VCU
●Managed an entire campus and library OIT walk-up desk troubleshooting and network issues of the students at Norfolk State University.
●Assisted in intern season at the EPA with over 2,000 new users for the EPA with their account creations, printers, PC’s, scanners, during the transition of presidents
●Taught a medium size group of users how to telework from home and authentication process through Pulse Secure Login.
●Led Windows 10 deployment and troubleshooting project which involved over two thousand EPA employees and getting them upgraded from Windows 7 to 10 with the user’s data, software, and drivers intact.
●Lead technician on iPhone troubleshooting and upgrading mobile devices to IOS 11 and upgrading mobile devices from iOS 10 to iOS 11 with Outlook and Maas360 profiles being mandatory and maintaining these users as needed afterwards.
●Implemented new process for Out-of-Warranty issues with Dell Federal Services.
●Worked with engineer team to update, repair and maintain over 400 iPhone users mainly from iPhone 6 to 7 and iPhone 7 to 8 in the EPA when upgrading phones with Maas360, email and government email/calendar accounts as needed including region and detail assignments as needed.