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Desktop Support Manager

Oxon Hill, MD
February 19, 2020

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CELL: 301-***-**** *** RIVER BEND ROAD



My goal is to leverage my years of managerial level customer service, IT experience and certifications, and university education to fulfill the highest expectations of the company’s job requirements.


Security Clearance: Public Trust (active), Oct 2019

CCNA Certification (Cisco Certified Network Associate), 2016.

CCENT Certification (Cisco Certified Entry Networking Technician), 2016.

CompTIA A+ Certification, 2016

B.S. in Accounting, Federal Republic of Germany University, Ecuador 2001

Diploma in Accounting & Commercial Administration,

Nacional Mixto Tena College, 1998

Diploma in Computer Operations, San Jose College, 1994


Alpha Omega Integration, Washington DC, USA (August 2019 – Dec 2019)

IT Migration Technician (Security Clearance: Public Trust)

•Asset Management - Tracking, Assignment and Deployment of computing devices for the U.S. Small Business Administration.

•Imaging/Reimaging computing devices of various makes and models

•SCCM and Active Directory usage to push software, updates, images and manage computing devices.

•IT desktop support and troubleshooting for U.S. SBA end users

•Building and formalizing AOI operational procedures and training docs

•Collaborate in daily IT strategy meetings

March of Dimes - HQ, Arlington, VA, USA (February 2019 – June 2019)

IT Support Analyst

•Provide premier IT desktop support for March of Dimes (MoD) executives and IT support to all end users located at MoD headquarters.

•Amazon WorkSpaces (AWS) end-user account support. Troubleshooting Windows 7 & 10 OS issues.

•Audio/Visual management and technical support. Diagnostic testing, troubleshooting/repairs on all A/V equipment and software.

•VTC support for MoD Executive meetings and conferences located at MoD-HQ, and offsite MoD conference events. (Zoom & Webex support)

•Manage IT setup for new hire orientations. Involves user workstation setup, VoIP phone activation/setup, laptop/tablet device and initial account/applications setup.

•User account and password management support via Active Directory.

•Image/Reimage Dell laptops, MacBooks and desktop PCs. Preparation and setup of devices for deployment.

New America Foundation, Washington DC, USA (July 2018 – Sep 2018)

Information Technology Intern

Provide a wide range of IT support for New America’s end users.

Troubleshooting complex Windows 7, 10 OS, Mac OS, and proprietary software issues.

Setup new users on VPN, maintain and troubleshoot all end user network connectivity issues.

Setup all user workstations and user accounts on the appropriate domain and organizational unit.

Support all organizational migration projects (i.e. Windows 7 to 10 OS)

Image/Reimage laptops and desktops, manage preparation and setup of devices for deployment. (Installing security updates and anti-virus software, setup Bitlocker, configuring user account settings and network printers.)

Audio/Visual Support – Testing & running diagnostics on all A/V equipment and software (i.e. Zoom) to ensure Board and conference room devices and software is operational for presentations and VTC meetings.

Various ad hoc projects as requested from the Director of Technology

The Gadget Guys, Maryland, USA (February 2018 – February 2019)

PC Technician

Perform Virus Cleanups and install/update anti-virus software.

Carry-out swap, replace, reinstall as required to resolve PC hardware and software related incidents. Dell hardware break-fix repairs.

Testing/Diagnostics of PCs, laptops, tablets and smart/cell phones

Troubleshooting operating systems, peripheral devices, tablets/phones

Image/Re-imaging PCs and Windows & Mac OS troubleshooting issues.

Apple Inc., Virginia, USA, Mar 2018 – April 2018

Technical Repair Specialist

Contract assignment with Apple Inc. to perform technical repairs and battery replacements on a variety of Apple products as per customer business needs.

Engage in specialized technical repair, diagnostics and safety training with respect to various Apple products including iPhones, tablets, laptops and watches.

Phoenix Stores Ltd., Bermuda, September 2016 – June 2017

Store Assistant Manager

Managerial duties that include preparation and submission of staff scheduling and performance reports,

Managing daily sales reports, inventory reports, cash/float/sales reconciliation, and store Accounts Receivables

Management of all store inventory/products (purchasing/ordering, coordinating with distributors, receiving product shipments)

Responsible for all IT related store operations and issues. Internal systems troubleshooting

Providing excellent face-to-face customer service.

The Centre on Philanthropy, Bermuda, July 2016 – August 2016

Volunteering – IT Technician

Installation and setup of new computer hardware and software in the Centre on Philanthropy central office.

LAN/WLAN installation and setup

Router and internal network troubleshooting.

Buzz (Take Five Ltd.), Bermuda, January 2014 – January 2016

Store Manager

Management duties for multiple Buzz Café Locations.

Troubleshooting software problems.

Daily accounting, cash reconciliation, staff management and training

Inventory management – stock-taking, placing internal/external orders

Reporting store sales/inventory/employee activity to the Operations Mgr.

Portofino, Bermuda, July 2010 – Dec 2013 (and Oct 2005 – Jan 2008)


Management duties for restaurant

Troubleshooting hardware, software and POS system issues.

Daily accounting, opening/closing, reconciling cash, employee training, telephone and walk-in orders, large catering order fulfillment.

Inn On the Lake, Yukon, Canada (December 2008 – May 2010)

Front Desk Manager / Receptionist

Guest reservations & orientation; Employee Training & Recruiting


Microsoft Windows 7, 10 & MacOS (Desktop support for Executives)

Microsoft Office Suite / Office 365

Active Directory

Audio/Visual Technical Support

AWS (Amazon WorkSpaces)

Zoom VTC / Webex Support

Understanding of Network Topologies, Routing & Switching

Asset Panda – Asset Tracking & Management Platform

Ticket Management Systems

Dell Hardware Break/Fix (Desktops, Laptops, Mobile Devices)

Desktop OS & Software Troubleshooting


Fluent in English & Spanish


**Relevant references information from all previous employers are available upon request.**

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