SUMMARY OF QUALIFICATIONS

Experience in running metrics with an understanding of SLAs.

Ability to read, write, and interpret business and technical documents.

Mentoring and Coaching of Employees Scheduling and Time Keeping

Flexible with working in different time zones.

Experienced in working with teams from multiple time-zones, multi-national interaction.

Experienced in trouble-shooting various operating systems.

Able to support users via different communication methods (phone, email, instant messaging).

Experienced in Unified Endpoint Management - Manage Engine

EDUCATION

B. S. Biology & Computer Science Minor Aug 1982-May 1986

Saint Paul’s College, Lawrenceville, VA

Advance Diploma, Security Plus Certification in Process June 1982

Windsor High School

EXPERIENCE

Tech Support Lead and AV Tech @ Stefanini Contracted for Howmet Aerospace Nov 2022 to June 2023 Contract Ended

Day to day support of end users, hardware, software, peripherals, and various IT and non-IT related tasks.

Accountable to SLA"s and quality of service standards in multiple ticketing systems

DTI"s, Shepherds, Service Now

Updating DTI system to represent request for BPO"s

Admin duties in Several applications AV Applications Quick Share Click Share Light Beam

Security Maintenance -(application cleanups, end date accounts, contractor updates), Demand account (Create, update password, remove) OTS(Create, update password, remove)

Reimaging Computers

Configure iPads and iPhones/Androids Intune’s Management

Troubleshoot network related issues for end user equipment.

Solve end-user problems utilizing phone, Teams, Zoom and remote Access and control software.

Account Creation and maintenance of Active Directory user accounts.

Installation and maintenance of laptops, desktops, printers, and peripherals.

Reviewing, developing and enhancing work instructions

Reviewing, testing, and recommending enhancement to ASAT strategies

Setting and running reports for various applications to gather data required

Password resets grp - verifying accounts in EBS P599

Work with Citrix environment setting up offsite users, maintaining the cleanup

Setup of 3rd party users Cat 5 Wiring and Soldering of circuits.

Data entry skills with Attention to detail

Hardware cleanup/E-waste when needed or returning equipment

Understanding hierarchies to submit request

Month end reporting to finance team

Deskside support experience, supporting end users with hardware, software, peripherals, and various IT and non-IT related tasks.

Ticketing system such as Service Now, Shepherds, and the like

Installation of desktop, laptop, printers and other peripherals

Password creation and security maintenance (application clean ups, etc.)

Mobile devices knowledge and support (iPhone, iPad, Android)

Network troubleshooting

Active Directory - account creation

Jack or Jill-of-all-trades, enthusiastic, self-starter willing to ask questions and team player

Has great attention to detail, good documentation skills, learning mindset, customer support across a variety of technologies, able to manage multiple administrative processes

Willing/able to take occasional off-hours support calls.

At least 3+ years of experience in a previous Executive Desktop Support role.

Experience with Windows OS, Active Directory, O365, MS Exchange, Mobile Device Management

AV and IT Support Technician July 28, 2022 to October

Maxwell Center, County of Wayne, NC

•Monitor security compliance in accordance with county IT standards, policies and procedures.

•Responsible for adherence to systems documentation such as IT operations manuals.

•Serve as the technical and communications liaison to and from stakeholders and office key users for communications, initiatives, needs assessments, etc.

•Responsible for installation and life-cycle maintenance of IT hardware and software (includes PCs, peripherals, networking equipment, operating systems and other software, as well POS System)

•Uploads videos/graphics and controls multi-screen displays in lobby and immersion room.

•Served as the IT point of contact and accountable for the IT portion of new office setups, office expansions, and moves to include relocation and/or installation of voice/data communications solutions, LAN and PC equipment.

•Resolve external guests’ questions/concerns effectively and efficiently using active listening, personal techniques, and by focusing on adding value.

•Assisting with graphics and art/text layouts for in-house displays (holidays) and marketing pieces, which may include web ads, brochures, print ads, etc.

•Expected to create graphics, uploads and schedules them to run in rotation on appropriate days for outdoor matrix board and in-door vertical and horizontal television screens.

•Responsible for maintaining local inventory maintenance and software licensing.

•Will be expected to perform various duties as it relates to setup and teardown of equipment in support of the events that will take place at The Maxwell Center

•Knowledge of current trends in the field.

•Demonstrated experience with standard software applications, including Microsoft Office and Windows, and mobile devices.

•Familiarity with support and troubleshooting of personal computers.

•Work and communicate with a wide range of people – peers, vendors, the public, and staff members to including county leadership.

•Consistently demonstrate professional, positive, and approachable attitude/demeanor and discretion with a strong dedication to customer service.

•Learn and effectively manage the center’s varied graphics, audio/video needs to

•include programs such as: Pandora’s Box, Tightrope, and Datapath Technologies.

•Ability to grasp and troubleshoot wireless technology issues (Meraki Wireless).

•Work requires ability to lift 25+ lbs. on a regular basis.

•Willingness to work flexible hours is key with this position

Onsite Tech Nov 2021 - Mar 2022

AdvanSix

•Currently providing technical Support and Software support on a refresh project management

•Office 365 Support

•Hardware and Networking Support

•Imaging and Wiping of Systems Data Recovery

•Phone Support

•Remote Access

•Deployment of Systems and Removal for AD

•Assets Recovery and Documentation

•Customer Service and Time management.

Business Systems Manager July 2019 - 2021

Tidewater Home Funding

•Onsite Hardware and Software Support

•Complete Refresh of Company Hardware

•Administer Active Directory domains in an enterprise architecture.

•Ability to stand-up new Windows Servers from scratch and migrate all Directory

•Utilize VM Ware for Console Management of Desktops and Servers

•Administer Microsoft Windows Desktop and Server operating systems Active Directory

•Administer server roles and services, printer systems, software and security configurations

•Administer various computer hardware platforms (HP, Apple, Lenovo, Dell)

•Cisco Routers As400 and AS500 Cisco AnyConnect VPN

•Administer communication platforms. (Office365, Vonage, Azure MFA)

•Design, Implement and Administer virtualized environments utilizing Python).

•Administer LAN infrastructure (HP & Cisco)

•Excellent written, verbal, and interpersonal communication skills

•Log and Record all Trouble Calls with in Service Now

•Coaching and Mentoring of IT Team and Staff on Cyber Security

•Ability to prioritize and be proactive

•Strong problem-solving abilities and effectively contribute to a team development

•Diversity Management

•Collaborated effectively by phone and email with others within the organization.

•Able to travel to other company facilities (10-20% annually, depending on need)

Desktop and Lan Administrator (DXC) Contractor Mar 2017 – Nov 2018

Spectraforce

•Desktop Support Manager

•Customer Service Coaching and Mentoring Team of 56

•Ticket Documentation Remedy and Service Now

•Refresh and Reimaging of Machines

•Technical Analysis of Network trouble shooting maintain and installing patches.

•Email and Phone configurations Skype support and teleconferencing

Desktop Lead Help Desk Manager Mar 2016 – Mar2017

HCL Technologies

•Manage degrees of problem analysis, resolution of application Utilizing Service Now and Crystal Reporting

• Manage hardware issues relating to Laptops, Desktops & Apple mobile device of Executives which involve (CIO, Sr & corporate VP, Executive Committee members etc.)

•Manage Service Level Agreements (SLA) and be able to independently prioritize based on urgency Perform Installs,

• Manage Moves, Adds and Changes (IMACs) of hardware and software,

•Manage local and regional infrastructure and escalations regarding other teams in the business,

• Perform break-fix support for a wide range of hardware and software

•Manage vendors to add/change/remove account contracts, support a standard set of applications and validate those applications when new versions are release for compatibility, be quick and responsive, as the devices are usually used by high-profile customers.

•Accountable in providing end-to-end support of mobile devices, from deployment to support to decommission, Perform setups and deactivation, windows

•Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems; determine the source of problems and classify their level, priority and nature.

• Mange Configured, deployed, maintained, and supported computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment

•Managed and supported PC, laptop, tablet and mobile hardware and software. Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.

•Managed 24 Techs Remotely along eastern Seaboard. Mentoring Coaching and Deploying Direct Hire

•Participated in hardware and software reviews and recommended purchases. Maintained, analyzed, and managed inventory of hardware, installed software, manage software licensing and create policies and procedures for upgrades, loaner equipment and business continuity plans.

•Managed Manpower and Time, weekly work assignments and projects Utlized Service Now to Track and Assign Tickets

IT Manager Contractor for Miller Oil Company, Norfolk VA Oct 2015 – Dec 2015

Robert Half Technology

•Managed and Maintained, troubleshooter, and installed Cisco routers and switches Maintain, troubleshoot, and install Windows Server 03-08,12 Maintain, troubleshoot, and install PCs, printers, laptops Trouble Shoot Store POS software PDI

•Managed Build of FTP site and maintain uploads for vendors Maintain web site

•Manage of Install of IP Camera System with Firewall Customized Store Configurations Work with Active Directory

•Managed and Worked independently within a team environment support 32 stores

Systems Analyst May 2004– Oct 2015

Integrity Computers Regional Manager, Suffolk, VA

•Preformed diagnostics test on laptops and desktops in order to properly repair items.

•Custom Configuration and Design

•Specialized in Laptop Repair

•Small Office and Home Office Configurations

•Install, update and partition operating systems.

•Reimaged computers. Install Firewalls

•Trained customers in Microsoft Office and any basic Internet skills.

•Desktop and network Migrations OS upgrades

•Repaired phone screens and added email accounts to phone for customers

•Installed software updated virus protection and ran virus scans.

•Utilized Quick-books Software to input customer information.

•Networking and Windows Server Configurations router configuration and Cabling

Help Desk Manager Dec 2002 - May 2004

Dell ICT Chesapeake VA

•Managed 3 Teams with 24 agents 8 per Team 3 supervisors

•Managed manpower and Scheduling

•Monitored and maintained AHT (Average Handle Time) ACD (Average Call Duration)

•Managed Evaluations and phone Monitoring

•Managed Resolved Trouble Tickets utilizing Dell Ticketing and Service Now Crystal Reports

•Managed Tiers 1 & 2 Support Implement Remedy Training and Administration

•Coaching and Counseling of Employees, Conducted Interviews and Hiring of New Employees

•Attend meetings and provide logistics to customer (Dell) and CE reports (Customer Experience)

Call Center Supervisor Aug 1995 Dec 1999

Gateway

•Managed Team meeting for Troubleshooting PC software and hardware problems.

•Serve as second-line support for helpdesk calls.

•Close Trouble Tickets Remedy and Crystal Reporting

•Manage call escalations.

•Perform onsite visits to users' work areas when required.

•Follow up on call status and ensure call resolution documentation is properly completed.

•Prepare and review call statistics reports as needed.

•Work on special projects (computer rollouts, etc.) as needed

•Served on help desk assist clients with system configurations and troubleshooting hardware and software. TCP /IP Configurations.

•Manage and Provide Tier 3 technical support computer and printer peripherals LAN and WAN.

•Provided warranty service and replacement parts upgrades and complete operating system maintenance.

•Multi Platforms Win 98/95/NT 4.0; Team support of 24.

•Provide excellent customer service to end users with minimal computer knowledge. Served on product implantation teams such as modems

Production Supervisor Dec 1999- 2002

Ford Motor Company Norfolk, VA

•Production Line supervisor, 6 months in body shop and 6 months on the trim line

•Responsible for direct supervision of automated automotive production on assembly line

•Direct knowledge of ISO 9000 and QS 9000 standard deviation statistical records

•Responsible for SPC, FPS and FTPM process capability measurements

•Monitor process management and veracity of line employees

•Train and develop new hires.

•Analyze and operate within a specified budget Planned production

•requirements accord to the constantly changing customer needs

•Participated in product development programs such as Ford's F150 fourth door add on

•Maintained high level of quality control in all aspects of production

•United States Army 08/89 - 05/94 Medically Retired 31 Mic Multi Channel Communication Specialist

•O1H Biological Research Scientist Computer Information Specialist

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