EDUCATION –

University of Maryland – Bachelors of Science- Graduated May 2018

·Geographical Information Systems

Associate of Science - Hagerstown Community College- Graduated May 2015

·Cyber security

WORK EXPERIENCE_*References available upon request

US Census Bureau Office Operations Supervisor - Hagerstown, MD (Nov ‘19 – Nov ’20)

Supervise 8 IT personnel

oTracked and approved time submitted

oHired and trained clerks to use various IT programs used to troubleshoot and resolve issues

Log inventory of IT equipment and order new supplies when needed

Supervise the deployment, tracking, retrieval and support of +2000 devices iOS mobile devices, Windows Laptops, as well as imaging and data sanitization of returned devices

Provide training for ~1500 enumerators using iOS and Windows devices

Provide technical support for 45 office staff; fixing issues with hardware, software and peripherals Manage users groups using active directory, enable/disable accounts and modifying access on/offboarding

Provide remote helpdesk support for 1500+ enumerators and office staff through Remedy Ticket Management by resolving and escalating tickets

Support users running Citrix VM’s running Windows 10 OS

Prepare training/conference rooms; setting up laptops, TV’s, conference phones

US Fish and Wildlife Service (USFWS) Information Technology Intern. – Shepherdstown, WV (Jan ‘13 –14)

·Assist with daily IT support for 300+ users: desktop support, printer/faxes support, email support

·Assist with managing 3 computer labs with a total of 66 computers – duties include communicating with customers for their needs, software installation, troubleshooting and maintenance

·Telecommunications support including:

oAssist with management and troubleshooting of incoming circuits/trunks for local/long distance phone service and data networks

oLimited administration with Telecommunications manager of campus VOIP phone system including Mitel 3300 controller and NuPoint voicemail server

oAssist with management of employees and devices in phone system, including creating new users and moving current users within the system

oAssist with cable runs/plants for new office infrastructure including RJ-45 termination

·Communicating with customers for their needs, software/hardware installation, troubleshooting and maintenance, software upgrades, Fedex shipping and receiving for mail orders

ADDITIONAL EXPERIENCE

·Experience managing/working with teams, working independently/ multitasking

·Cleared background check/vaccinated

·Experienced in Windows OS, iOS on desktop, laptop and mobile

·Skilled with Microsoft office; Excellent written skills; creating tech documents

·Experience with shipping and receiving; ITSM; Device Management

·Able to work under pressure and under constantly changing environment

·Active Directory

·Strong desire to further education

·Outstanding customer support

Contact this candidate