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Desktop Support Engineer

Gaithersburg, MD
April 21, 2020

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Mac OS Management, Client and Server Administration, Mac and Windows Deskside and Remote Support, Development, Customer Service and Sales Experience. Fluent in English, French and Spanish.


Service Desk Technician National Public Radio

10/2019 – 04/2020

Worked on Windows 10 refresh project upgrading hundreds of users from Windows 7 to Windows 10. Developed batch scripts for automation of data capture and restore, providing consistent and reliable results. Driving force in the completion of this project, utilizing prior experience in upgrading, imaging and prepping machines on a large scale. Researched/tested best practices for migrating Mac Users to new Hardware/OS.

Senior Deskside Support Stefanini – Kite Pharma 1/2019 – 10/2019

Provide support for Mac users, incorporating them into the corporate IT environment. Provide support for Lab Systems, installing software and hardware, working with vendors to incorporate their systems into our secured network. Provide orientation and setup for new users including network patching, phone and hardware and software installation. Diagnose and determine root cause issues for problems and incidents. Imaging of systems using SCCM. Entering and tracking of requests and incidents in ServiceNow ticketing system. Provide remote support to other sites as needed as well as support for visiting users.

Mac Admin Trinus Corp – LA County Department of Public Works 5/2018 – 10/2018

Integrated Mac Computers with key Enterprise Systems, Active Directory, Symantec Management Suite. Prepared documentation and presentations for management on Integrating and managing Macs. Developed and tested packages for deploying core software and security software. Developed documentation with service desk technicians on setting up computers. Trained Systems Administrators on developing packages, tested packages with Admins. Deployed Mac and Unix VMs for testing and POC. Inventory and recommend MDM for iOS devices. Troubleshoot, provision and de-provision iOS devices. Support Office 365 installation including installing, packaging, trouble shooting.

Field Services Engineer Salient CRGT - USCIS 10/2017 – 5/2018

Performed Windows builds using SCCM. Resolved software, hardware, peripheral and network connectivity issues, including issues with Webcams, iPads, printers, and scanners. Performed Mac OS and iOS management and deployment using AirWatch MDM.

Field Services Engineer Adecco - JHUAPL 05/2016 – 03/2017

Performed Macintosh and Windows builds using Casper and Altiris. Tested new Mac image capture script and upgrade in place package. Resolved Windows and Mac incidents and requests using ServiceNow, including critical VIP tickets. Resolved software, hardware, peripheral and network connectivity issues.

Systems Specialist, End User Support Judge Group – Verizon Digital Media Services 01/2016 -05/2016

Windows and Mac imaging and deployment. User onboarding and off-boarding utilizing PowerShell scripts. Supported all users in Division with hardware and software issues including network port activation, video conferencing, network connectivity issues.

Macintosh Desktop Support Specialist Infosoft Inc. – National Gallery of Art 08/2015-11/2015

Provided support using Casper Suite, LanDesk and ServiceNow. Supported remote users with RSA Tokens, Cisco AnyConnect and VNC. Patch Management using LANDesk and JAMF. Built Software packages for user deployment. Managed the Gallery’s printer RIP servers. Support Office 365 installation.

Senior Desktop Support Technician Alta IT Systems, NIH/NCI 07/2014-07/2015

Tier 4 escalation point for Technology Refresh Program, providing onsite and remote escalation for team of 10 Refresh Technicians and 2 QA Engineers. Led scouting efforts for discovery of systems for upgrade or placement behind compensating controls.

Help Desk agent resolving any IT issues that can be resolved remotely via Bomgar and over the phone for entire Institute, including remote users, handling large call volume. Supported iOS device management, deployment, provisioning and de-provisioning using AirWatch MDM.

Provide enhanced VIP desktop and user support service to high level customers. Configure new workstations, resolve incidents and requests in ServiceNow tracking system. Resolve all issues concerning NCI desktops running both Windows 7, Windows XP and Mac OS X including issues with FileVault encryption, Bitlocker, PIV card readers, PKI certificates, encrypted email. Maintain and add Active Directory accounts for computers and users. Migrated windows systems from XP to Windows 7. Migrated Macs to current OS. Support Video Conferencing. Provided remote support using Bomgar, ARD and RDP. Resolve network issues including Port Activation and troubleshooting/fixing network switches. Resolve security vulnerabilities applying patches and updates or re-imaging systems with vulnerabilities. Add new network devices such as instruments, printers, providing port access information and application access information for firewall. Completed Linux training.

Desktop Support Technician XA Systems, NIH/OD 11/2013-07/2014

Configure new workstations, resolve incidents and requests in Service Now Tracking System. Resolve all issues concerning OD desktops running both Windows 7 and Mac OS X including issues with FileVault encryption, PIV card readers, PKI certificates, encrypted email both on desktops and BlackBerries. Maintain and add Active Directory accounts for computers and end users. Migrated Windows systems from XP to Windows 7. Migrated Macs to current OS. Provided remote support using Tivoli, ARD and RDP. Completed Bomgar training. Provided support for wide variety of users including Executive VIP, conference support. Support of mobile devices BlackBerry on BES Server and iPhones using AirWatch. Performed Mac OS and iOS management and deployment using AirWatch MDM.

Desktop Support Technician MORI Associates, NIH/NIDDK 02/2010-10/2013

Configured new workstations, resolved incidents and requests in Service Now and Remedy Tracking Systems. Resolved all issues concerning NIDDK desktops running both Windows XP and Mac OS X including issues with PGP encryption, PIV card readers, PKI certificates, encrypted email both on desktops and BlackBerries. Maintained and added Active Directory accounts for computers and end users. Supported iPad launch program, managed mobile device trial using AirWatch. Developed image for deployment on new Mac systems using System Image Utility and PackageMaker, Provided remote support using Bomgar, RDP, and ARD. Supported Linux end users. Obtained Apple Certified Support Professional, Apple Certified Technical Coordinator. Performed Mac OS and iOS management and deployment using AirWatch MDM.

Desktop Support Technician TEK Systems, Department of Veterans Affairs 08/2009 - 02/2010

Troubleshoot any problems or issues that arise with Windows and Macintosh desktops and laptops with focus on the Macintosh systems. Support ITSS Team as required with installation/maintenance of ITSS Windows and Macintosh desktop/laptop equipment. Respond to emergency remediation service needs on equipment assigned to VACO top-level staff. Provide customer service and act as a liaison between clients and vendors. Developed Mac images using System image utility and PackageMaker. Packaged applications to be added to standard image.

Service Manager Absolute Mac 2008-2009

Responsible for hardware and software repairs both onsite and carry-in. Provided timely and thorough resolutions to customer repairs. Made new and used hardware recommendations.

Network Administrator Roll Call 2006-2008

Responsible for overseeing data and phone network for medium sized business. Responsible for network of approximately 6 Mac OS X Servers, and 6 Windows Servers. Responsible for approximately 80 client workstations, installation, maintenance and repairs running both on Mac OS X and Windows XP. Responsible for onboarding. Recommended hardware and software solutions. Responsible for disaster recovery and all backups including colocation site. Wrote Unix Bash Script to automatically backup to colocation site. Responsible for user configuration on BlackBerry Enterprise Server and maintenance of BES as well as BlackBerry provisioning. Responsible for adding Novell users to Groupwise Server and maintenance of user accounts. Responsible for troubleshooting Quark Publishing System, ensuring proper functioning during critical production times, including server installation, configuration and maintenance. Provided automated workflow for creation of pdf version of publication. Maintained FileMaker databases and solutions. Developed custom fax server solution. Coordinated repairs, purchases, service and maintenance with outside vendors. Performed hardware break/fix. Maintained and monitored over a dozen network printers. Configured Cisco firewall, maintained network switches. Configured Citrix access for end users, maintained offsite Citrix server. Maintained Microsoft SQL Server and MySql Server. Prepared reports and queries on BlackBerry Enterprise Server. Resolved any server or network related issues.

Systems Engineer Absolute Mac 2002-2006

Specialized in Mac OS X Server deployment. Responsible for pre/post sales server technical support. Recommended, installed and maintained server solutions for key clients. Developed workflow applet for print advertising client. Apple Certified Technical Coordinator, Apple Front line support Agent, Apple Product Professional, attended XSan hands-on training at Apple Computer in Cupertino. Provided in-house and on-site training. Coordinated, facilitated and presented Apple seminars in-house. Coordinated and implemented client move to new location. Deployed complete server, storage, workstation, printer and software solutions to Government publishing and video clients.

Software Engineer Thomson Financial 2000-2002

Performed full life cycle development of InvestmentView financial software. Built project plan for new release of product. Completed several releases of desktop product working in both GUI and Calculations. Utilized technologies such as COM, DCOM, XML, XSL, HTML, design patterns and UML in developing web based version of product. Developed in Microsoft Visual Studio environment programming using Visual C++, Visual Basic, STL, OOP, Installer maker, and Visual SourceSafe. Created application install packages.

Software Engineer Delfin Systems 1997-2000

Performed full life cycle development of multi-threaded messaging system written in Visual C++ and Visual Basic. Developed GUI to database application using SQL, DAO, ODBC, RDO, Access, ActiveX, SQL Server. Completed Lotus Notes Training. Obtained Government Secret Security Clearance to perform job functions.

Technical Support Representative Micro Dynamics Ltd 1995-1997

Provided Hardware and Software support for MARS/NT, client server document imaging system. Provided support for integrated third party products such as Kofax and Oracle LiveLink. Developed call tracking database and knowledge base using FileMaker Pro and web based CGI. Provided shuttle API support. Certified shuttle developer.

Medical Informatics Technician Henry M. Jackson Foundation, Uniformed Services University for the Health Sciences 1992-1995

Provided end user support and training campus wide. Developed accounts processing system in C on Unix platform, reducing processing time from hours to seconds. Developed Macintosh remote computer services, providing front end to library systems and applications. Developed installer scripts and automatic software installers, application packages and updaters. Developed front end to Library’s public catalog. Provided support for Microsoft Office Suite, Adobe products, Graphing programs as well as specialized programs in the library Windows and Macintosh labs.

Programmer Analyst May Department Stores 1989-1992

Full life cycle development of Purchase Order Management, Accounts Payable, Merchandise Information Tracking, Manifesting, EDI, and Ticketing systems. Used CASE tools to write functional, technical, and programming specifications. Provided technical support to end users and operations staff. Provided on call and onsite Production Support. Developed Tandem Pathway Requester Server pairs. Developed IBM batch programs and job schedules on mainframe, as well as dyl280 programs. Wrote TACL macros to automate checkout/check-in and building of code. Completed Unix and C++ training.

Instructor Yorktowne Business Institute 1987-1989

Taught courses in Computer Programming, Systems Analysis and Design, Computer Operations on IBM mini computers and PCs. Developed curriculum for Computer Programming Certification. Taught RDP, Cobol, Basic, Word Processing, Database and Spreadsheets.


BS Computer Science 1987 Salisbury State University

Minor in Spanish and French, Fluent in both.


A development, desktop engineering or desktop support role, Tier III or Tier IV support role, utilizing my breadth of experience and knowledge in Macintosh and Windows OS in Corporate/Federal and small business environments.



Link to other online properties: Portfolio/Website/Blog


Regional Public Relations Chair for Non-Profit, providing presentations, mentoring, website administration and maintenance, training of trusted servants, responsible for budget and policy. Full life cycle development of public facing website using PHP and WordPress.

Entertainment Chair for Regional Convention, contracting artists and vendors and coordinating convention center scheduling, providing onsite security and hospitality.

Youth Soccer Coach.

Youth Soccer Referee for over 20 years

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