Technical Support Team

Carl C Ogbenna

+1-443-***-****/+1-667-***-****

Emails: ********@*****.*** *****@*******.***

OBJECTIVE

A position in management and marketing that include technical or network administration support requiring innovative challenging assignments that will utilize my education and strong knowledge of web design and graphics management plus hardware/software troubleshooting skills. CERTIFICATION

Network + Certified

Web Design & Practices Management

Microsoft Certified Professional MCP

EDUCATION

B.S Telecommunication, Morgan State University Baltimore MD 21259 Masters in Information Technology (Attended) University of Maryland Baltimore County, 1000 Hilltop Circle Baltimore MD 21250

EXPERIENCE SUMMARY

A System Analyst with 20 years of professional experience at senior level in stand-alone, networked and remote accessed hardware and software installation and support. IT marketing professional who can go the extra mile for great successes on both hardware and software needs. End-User Support skills include, completing service calls, network and desktop troubleshooting, and software upgrades, web designs and web site management. Infrastructure and Network Services include automated OS roll-outs, configuration, installation, testing, analysis and upgrading of network equipment and services. Provided clients with Remote Access to their network resources.

WORK EXPERIENCE

07/2022 – 08/2023: Baltimore Corps Inc, 2401 Liberty Heights Ave Baltimore MD 21215

Deputy Director Information Technologies

Supervise and manage IT Support Team

Manage and Supervise CRT/CRM Projects

Super Network Administrator on Google Workspace

Apple Mac OS setup, install and configuration

Training client employees on how to use Google Workspace

Fix cloud connectivity issues

Project Management with Crelate, Slack and Monday.com

Project roll out of Salesforce CRM

02/2021 – 07/2022: State of Maryland Dept of Health Baltimore City, Maryland, Maryland.

Desktop Support Technician (Field Supervision)

Laptop Ghosting/Imaging

Spamware/Virus scan on client laptops

Installation and setup of printers, scanners and other peripherals

Desktop setup, install and configuration

Training client employees on OS and software uses

Fix connectivity issues for Wifi/LAN/WAN

Microsoft Office setup, configuration and troubleshoot Word/Excel/Powerpoint

Windows 10/11 setup, configuration and troubleshoot

Cisco Secure Client Including Anyconnect VPN install, setup and configuration 09/2015 to 01/2020: OGB Technologies LLC Baltimore Maryland Manager Technical Support & System Analyst

Day to day management of the technical support team

Weekly report of support tickets

Windows Server 2008/2012 administration

Basic Router and Network Switches setup and management

Microsoft Exchange Server 2013

Windows 10, Windows 11 Troubleshoot and fixing

Apple Mac & Macbook troubleshooting and fixing

On-Site and remote technical trouble-shooting

Use of Teamviewer Remote Access for troubleshooting

Outlook Mail client administration

Microsoft office 2013/2016/2019

WAN/LAN Routing configuration

Firewall setup and administration

Cold calls or emails to leads to generate new business

Produce specifications for new or modified systems

Liaise with clients IT staff to produce new systems

Develop and roll out new technologies as needs arise for clients

CMS tools, Joomla, HTML 5

Web design and page optimization

Use of SEO toolkits and analytics

Search engine optimization

Social network marketing implementation

Talk to clients to know their software and hardware needs

Write and design marketing materials geared toward educating clients of new hardware, software and it’s needs for their businesses

Building and training clients employees for call centers

Cisco Secure Client Including Anyconnect VPN install, setup and configuration

09/05 – 08/15 Baltimore City Public Schools

System Administrator III (Manager IT Field Support)

Building operating systems images for Windows OS

Day-to-day management of field support team members

Provide support for Windows 98, ME, NT, Windows 2000, XP & 2003 Server.

Assigning support tickets as generated from schools within the district for support technicians

Imaging of Dell, IBM, HP, Compaq computers

Configure OUTLOOK email client. Microsoft Exchange Server-side Configuration

Troubleshoot and fix connectivity issues on LAN, WAN, Internet and Intranet networks

Install, configure and support of VPN

Help support multiple clients upon different network environments, such as Novell Client 4.83 and Windows 2000, and XP through the use of Active Directory (Microsoft).

Responsible for performing data transfers when needed, and maintaining system backups with the use of Ghost 7.5

Utilized Win VNC Terminal Services and Remote Assistance (Win XP) as our desktop remote control tool.

Help support email issues on Lotus Notes & MS Outlook.

Assist with contributing valuable insight into the AMS Knowledge base.

Ensure that each workstation that is on the LAN, are running the most updated software, pertaining to McAfee Virus Scan.

Responsible for the analysis, support, and the implementation of pc applications.

Provide application support for MS Office 2000, MS Project, Visio, Photoshop, etc…

Provide Remote Access support for telecommuters who dial-up, or access the corporate network via DSL, or cable modem.

Utilized Remote Access utilities (SMS, VPN & Dialup Networking) to help resolve VPN clients.

Help Administer Baltimore Sun’s Lotus Notes Domino Directories through the Domino Administrator, and support the various Notes clients.

Provided software support with Microsoft Word, Excel, and Power Point.

Maintain printer support for all HP printers, such as hardware printer maintenance, or network configuration.

Responsible for providing software support, and evaluating the interaction of certain applications with existing systems.

Utilized Remedy Trouble Ticketing system to document or escalate issues. Used to also track maintenance schedules for computer hardware or software.

Assisted end-users with drive mappings, and setting up printer queues.

Responsible for installing hardware such as: palm pilots, scanners, PCMIA cards, local and network printers, and more.

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