BRENDA MICHAEL

301-***-****

Email: adxidm@r.postjobfree.com

linkedin.com/in/brenda-m-225b63229

Ability Summary

IT Professional with diverse experience, excellent references and has received performance awards, and is highly solutions-focused. Performances include IT Department Supervisor, Project Manager, Project Leader, Desktop Support Specialist, Computer Technician, Desk-Side Support, IT Specialist, Analyst, and Programmer. Possesses excellent communication and presentation capabilities, is skilled in providing Leadership, Customer and End-User Support, and works well independently or in a team.

Employment History

02/2022 - 10/2022

Contract IT Support Specialist II Remote

Excel Staffing / CompuCom Systems Inc, Fort Mill, SC

IT support for new merger BB&T and SunTrust, VPN network connectivity, Software pushes and installs. Troubleshooting proprietary applications, Legacy Bluezone CICS and Legacy 3000 password resets and unlocks, Active Directory password resets, MFA token unlocks, On Premise Office, Office 365, IP Printer Installs, Windows 7, Windows 10, Persistent Desktop and Nonpersistent Desktop VDIs, CISCO Unity Manager Voice PIN resets, assisted with Android & iOS setups and phone issues, retired devices from MobileIron, Remote assistance via SCCM and VMware VSPHERE Client (Vcenter), hardware support assisting / walking customers through setting up equipment such as Docking Stations, multiple external Monitors, Power Bricks/Adapters, providing identification of and purpose of Cables (Display Port, HDMI, USB, USB-C, VGA, DVI, etc.…)

08/2018 - 10/2021

Fulltime Helpdesk Specialist II Remote

Asbury a.k.a. ThriveWell Tech, Frederick, MD

Addressed varied continual growing multiple client's IT needs and IT issue resolution needs. 8x8 Call Board, Service Now and SpiceWorks ticket systems, SolarWinds, CrowdStrike, Dameware, GFI TeamViewer, Cloud Director, N-Central, and N-Able, remote software. VPN software Network Connect, Cisco AnyConnect, and Meraki Z3 VPN to reach clients in Maryland, Oklahoma, Pennsylvania, New York, South Carolina, and Montana, password resets and account unlocks for AD, Kronos, Ultipro, Point Click Care, Answers On Demand, MyUnity, and Riskwatch, disabling and enabling accounts, creation of Active Directory accounts, creation of Atria accounts, creation of Exchange accounts, creation of EMR accounts for Point Click Care and MyUnity, creation of Ability Riskwatch, creation of Paper Save Signature Authority accounts. Cisco Unity Manager Administration for Voice Mail PIN resets. Remote software installs from Internet and/or Network Share Drive, remote printer installs from client's Print File Servers.

10/2016 - 03/2018

Contract Helpdesk Technician

The Ventura Group, Inc. (Contract was awarded to new firm - on-site location - Veterans Affairs Frederick, MD), Ashburn, VA

Responsible for providing an outstanding level of customer service in addressing customer needs. Images desktops and laptops, loads and configures specific customer applications, installs Network, IP, and USB printers, and USB scanners. Performs troubleshooting of Software (SW) and Hardware (HW) issues, Break/Fix for hard drive and memory, data Migration, cubical equipment moves, and the setup/breakdown of Conference Rooms agendas requesting VTC (Video Teleconferencing) equipment

04/2015 - 10/2016

Contract Help Desk Specialist

Vets, Inc. (on-site location - Veterans Affairs Frederick, MD, Clarksville, VA)

Responsibilities were the same as listed above, the support contract was not re-awarded to Vets, and it was awarded to the Ventura Group instead.

01/2012 - 04/2015

Fulltime Desktop Support Specialist

Summit Health, Chambersburg, PA

Performed Break/Fix, HW refresh, HW & OS install and configuration; SW install, Data Migration, Password resets Network, GroupWise, Meditech, etc. and encompassing support for end user computing solutions (i.e., hardware, software, printers, computer carts, phones, and other approved end user hardware peripherals such as bar code readers, AV equipment, Phones, televisions, etc.) Provided support for the IS Help Desk (HD), maintained HD software tools, and associated customer database. Provided response to issues in a timely and efficient manner, and provided timely escalation of issues beyond my support responsibility to appropriate IS staff to resolve using appropriate communication channels to assure timely resolution.

05/2011 - 07/2011

Contract Mid-Level Desk-Side Support

APEX (short-term contractor onsite location was Frederick, MD), Glen Allen, VA

Performed PC staging, configuration, and data migration, Break/Fix, and Help Desk Work Order support. Also performed SW/HW maintenance and Internal IT Network Support within an enterprise-based environment. Equipped Staff that were going to become at home remote works with Thin-client Devices and external monitors.

08/2010 - 03/2011

Contract Jr. Technician Specialist

Telos Corporation, Ashburn, VA

I supported the CAISI project involving cables, switches, UPS, and Wireless assembly and testing, and upgrading of Firmware. CAISI (Combat Service Support Automated Information System Interface) is a high-speed long range wireless network system in transportable cases fielded to logistics organizations worldwide.

09/2007 - 12/2008

Fulltime Computer Technician II

WCPS, Hagerstown, MD

Provided resolution to issues reported by phone, emails, and Work Orders. I was responsible for a zone of seven schools and over 1,300 pieces of equipment to keep operational. Performed massive replacements of out of warranty equipment and the installation and setup of new equipment, and troubleshooting of HW and SW issues. Performed Break/Fix for Laptops and Desktops (Dell, Gateway, Lenovo, and HP). Installed RJ45 Jacks, CAT5 cabling, Nortel switches, CISCO Wireless Access Point, imaged computers, installed peripherals, drivers, and applications. During phases of immense equipment deployments with critical time constraints performed as a Lead for a team of outside contractors. Also mentored an assigned Technology student intern for 12 weeks, and prepared a performance evaluation.

07/2006 - 12/2006

Contract - Computer Information Services Specialist

Washington County Housing Authority, Hagerstown, MD

Reviewed request for automation, evaluated SW solutions, recommended acquisition of IT assets, supported OS(S) NT, 2000, and XP, installed Reflections, Office, Adobe Photoshop, Sophos, and GroupWise. Performed Help Desk support, and technician Break/Fix on Desktop Dell computers, installed NDPS printers, resolved connectivity, login issues, and trained and assisted Users in applications usage.

08/2005 - 12/2005

Contract IT Project / Team Lead

Kforce (contractor - onsite location was Hagerstown, MD), Tampa, FL

I was responsible for Technicians and Material Handlers for a DELL equipment Rollout. Directed others and participated in the deployment of equipment. Set Network connections, installed drivers and peripherals, and SW not incorporated on the image. Discerned nature of any HW failures for vendor returns.

12/2003 - 07/2004

Temporary IT Specialist

Fahrney Keedy Memorial Home, Boonsboro, MD

Provided technician support in troubleshooting of HW & SW issues, trained and assisted Users, installed and configured OS, OS patches, Novell Netware Client, Office, Outlook, Netscape, and User applications. Installed add-in HW memory, sound cards, graphics cards, installed printers, switches, CAT cable, assembled a Server Rack, and updated LAN map.

03/1997 - 12/1997

Independent Contractor

Bio Whittaker, Walkersville, MD

In a HP 3000 MPE IX COBOL environment performed software development and software enhancements. I interfaced with the M.I.S. Director and the M.I.S. Manager for scope of projects, standards for naming conventions, and practices for coding structure. Software efforts included reports, screen inquiries, online maintenance, and invoices.

05/1995 - 01/1996

Fulltime Systems Support Analyst

Automation Counselors, Frederick, MD

In an IBM AS400 RPG environment, performed software design, development, and maintenance for HR, Payroll, and GL applications, created Technical and User documentation, and resolved Customer Service Request.

09/1994 - 03/1995

Temporary Project Leader

CM Offray, Hagerstown, MD

In an IBM AS400 RPG environment, was responsible for Project Action Plans, Analysis in the identification of needed resources in meeting targeted time frames, creating specifications for conversion mapping, and installation requirements.

10/1987 - 03/1993

Fulltime Analyst Programmer

Rotorex, Walkersville, MD

System 36 RPG II, and a HP 9000 UX Progress 4GL environment, I functioned as the backup M.I.S. Manager. I was responsible for Data Center personnel, the organization's SW systems and HW. I updated Job Descriptions for Data Entry and Computer Operator positions, provided direction on OS utilities, Job Control, and User applications. Designed Tracking Request for Services, designed and implemented the M.I.S. Correspondence log & MFG/PRO User Access Audit Trail. For the HP9000 site compliance worked with the Dir. of Manufacturing and the Dir. of Facilities Maintenance. I provided Technical Support in designing and implementing new systems, maintaining and modifying existing systems, preparing and updating documentation for the design, objectives, and operations of systems. Interacted with Users to remedy in-house and vendor related SW and HW issues, and systematically addressed and applied releases and upgrades of Progress 4GL and QAD applications. Interfaced with representatives of IBM, HP, PROGRESS and QAD as required for HW, OS, and SW support.

10/1983 - 04/1986

Fulltime Programming Supervisor

Prince William County Government, Prince William, VA

In a HP 3000 MPE III COBOL environment, interviewed and selected personnel, ensured staff compliance with policies, prepared performance evaluations, and established Major Goals and Objectives. Verified Employee Time Reporting, approved Employee Leave and Expenditures, scheduled training, and conducted in-house training. Arranged User Agency meetings for developmental requirements, prepared workflow statistics, performed Feasibility Studies, presented proposed systems, developed Project Plans, maintained project organization, gathered and analyzed information for development, created Design Specifications, developed and modified SW, created tests environments, conducted compliance testing, and coordinated processing requirements with Operations.

Education History

Information Processing Associate's Degree Frederick Community College, MD

Occupational Licenses, Certificates and Training

Microsoft Certified Solutions Associate

Microsoft Specialist Certification

Microsoft Certified Professional

Microsoft Technology Associate Certification

ITIL v3 Foundation (consolidated) LearnSmart

DELL Certified Systems Expert DELL Client Softskills

NV-3071 SUSE Linux Enterprise Server 10 Novell-Information Network Group, Inc.

Dell Certified Systems Expert Dell - Foundation Portables

Dell Certified Systems Expert DELL - Foundation Desktops

Dell Certified Systems Expert DSP - Customer Experience

Advance Data Retrieval UniQuery SQL DATATEL

Fundamentals of Data Retrieval UniQuery SQL DATATEL

MCSE Windows NT and Workstation Fusion Networks, Inc.

A+ Hardware/Software Fusion Networks, Inc.

Programming in Progress Cedar Cliff Systems Corporation

HP UX System Admin Series 800 Hewlett Packard

Fundamentals Of HP – UX Hewlett Packard

Computer Programming and Systems Analysis, Computer Learning Centers

SKILLS

Break/Fix, Imaging, Nortel Switches, Patch Panel / switch connection, Cabling, Pushdown RJ45 blocks, Scanner BAR Code Configuration, Documentation Workflow, Groupwise, LAN, WLAN, DOS 6.1,, Microsoft Windows 3.x, 95, 98, ME, Windows XP Windows 7, Windows 10, Deployment Rollouts, IT Infrastructure, Project Plans, Mapping Printers and Network Drives, Pushing Software, Microsoft Exchange Server 2003, 2010, 2013, 2016, Active Directory, Atria AD account creation, Network Connectivity VPN: Meraki, Cisco AnyConnect, Network Connect, Sophos, Orion SolarWinds, ITIL, EMR/EHR applications Meditech, Answers on Demand, Point Click Care, and Vision/MyUnity, Data Migration, Data Retrieval, Multi-Factor Authentication (CyberArk / RSA Securid), Imprivata SSO, User Accesses, Kronos, Ultipro, MobileIron, Citrix, MBAM, On-Premise Office, O365, Remote Tools: Dameware, Director, VMware VSPHERE CLIENT, N-Central, N-able, GFI TeamViewer, IBM Big Fix, GFI TeamViewer, System Center Configuration Manager (SCCM), Client Center for ConfigMgr, N-Central, N-Able, VNC, MBAM Bitlocker, ServiceNow, Spiceworks, CA Service Desk Manager, Tract-It, GroupLink, Client Center for ConfigMgr, Video Teleconferencing, HP9000-827 UX MFG/PRO Progress 4GL, IBM AS400, IBM System 36, High Level 3rd generation Languages Coding Cobol, RGP, and Assembly, Datatel UniQuery SQL,, Structured Software Development.

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