Desktop Support Tech with 23+ Years Experience

Troj Strickland

Nottingham, *****, MD, 443-***-****, ****.**********@*****.***

SUMMARY

Dynamic Sr. Infrastructure Governance LAN Support professional with over 23 years of experience in quality assurance and infrastructure management. Demonstrated expertise in CA7 AutoSys job scheduling and mainframe deployment processes, achieving seamless execution for deployment changes. Proven track record in providing technical training and support to teams, ensuring compliance with standards. Committed to leveraging extensive skills to enhance operational efficiency and reliability at the target company.

10/2003 – 09/2005

Desktop Support Technician, TEK Systems

Baltimore

Managed system operations and installed hardware/software for clients such as CitiGroup, American Radiology, Verizon, and Chevy Chase Bank.

Gained extensive experience in system operations and diverse hardware and software.

Monitored servers and server activity to ensure optimal performance.

Handled horizontal and vertical business application loads, ensuring familiarity with applications such as Adobe Reader and Crystal Reports.

Oversaw migration of operating systems to enhance efficiency.

Installed critical hardware, including hard drives, CD-ROMs, DVD-ROMs, and power supplies, ensuring timely upgrades and repairs.

Rapidly resolved infrastructure issues including network connectivity, network printer problems, and desktop errors.

Provided application support for Microsoft Office 98/2002, Access, Word, Excel, etc., facilitating user productivity.

Executed installation of various software applications like Symposium, Ceridian, and Adobe, ensuring proper configurations for user accessibility.

09/2004 – 07/2014

Client/Server Operations Analyst, Chevy Chase Bank/Capital One

Laurel

Delivered remote support to over 250 branch locations and on-site support to more than 750 campus-wide end users.

Ensured all servers, workstations, and laptops received timely security patches and anti-virus updates.

Installed and configured Cisco VPN software for secure authentication and communication from remote locations.

Monitored server activities for potential issues utilizing IBM Director Console, Microsoft Operations Manager (MOM), and HP OVO.

Diagnosed hardware issues in servers and workstations for resolution by hardware technicians.

Collaborated with Software Engineering and Desktop Design and Integration departments to maintain accurate documentation and procedures.

Provided detailed documentation of fixes related to Problem Reports.

Installed, configured, and maintained Microsoft Outlook across the organization.

Managed and sustained all networking and security equipment, including routers, switches, and intrusion detection systems, troubleshooting related issues effectively.

Maintained an inventory of all server and networking hardware utilized within the organization.

Installed, configured, and maintained software used on the network to ensure operational integrity.

Supported departmental and organizational project initiatives, contributing to overall success.

Planned, documented, and communicated all changes to minimize end-user disruption.

Participated in the preparation and execution of business contingency plans and testing (such as disaster recovery).

Worked independently on daily tasks, efficiently managing responsibilities.

Ensured integrity of backups and functionality of all systems to safeguard data.

Collaborated with external vendors to optimize network performance.

12/2015 – 09/2025

Change Management Analyst, T. Rowe Price

Owings Mills

Established a quality assurance layer to enhance company platform functionality.

Supervised and maintained CA7 AutoSys job scheduling for optimal performance.

Executed changes via Interwoven Control Hub effectively and efficiently.

Coordinated mainframe deployments for changes via Endevor, ensuring accuracy in implementation.

Deployed changes for AutoSys jobs and commands to improve operational efficiency.

Configured and sustained Autosys calendars to facilitate scheduling.

Conducted Extract, Transform, and Load (ETL) processes to enable data integration.

Monitored and maintained workflow and job scheduling via CA7, ensuring smooth operations.

Facilitated changes in the Application Maintenance Platform (AMP) with precision.

Troubleshot scheduling discrepancies to uphold project timelines.

Executed Unix/WAS6/WAS7 changes to optimize system performance.

Provided targeted technical assistance to programmers for deployment-related changes.

Assured quality for deployment changes and scheduling on company platforms.

Facilitated Mainframe Production Control Support.

Implemented a robust quality assurance layer across company platforms.

Installed and compiled HInet investment trackers to enhance data accessibility.

Orchestrated AEM provisioning, entitlements management, and access revocations.

Monitored and maintained CA7 AutoSys job scheduling to ensure operational efficiency.

Processed mainframe deployments for changes via Endevor, ensuring seamless integrations.

Executed changes for AutoSys jobs and commands to optimize performance.

Configured and maintained Autosys calendars to streamline operations.

Performed Extract, Transform, and Load (ETL) processes to facilitate data analysis.

Assessed and sustained workflow and job scheduling via CA7, minimizing delays.

Diagnosed and resolved scheduling discrepancies to ensure smooth operations.

Provided expert consultation to staff members and developers regarding batch scheduling.

Delivered technical assistance to programmers related to deployment changes.

Ensured quality assurance for deployment changes and scheduling across company platforms.

Coached and mentored colleagues by offering technical training and on-the-job project assistance.

SKILLS:

PC setup and installation

Hard drive encryption

VPN set-up

Microsoft Operating Systems NT through XP/2003

Windows 7

Windows 10

Mainframe z/OS

Adobe Experience Manager

IBM workstations

Dell workstations

HP workstations

Toshiba workstations

IBM laptops

Dell laptops

HP laptops

Toshiba laptops

IBM servers

Dell servers

HP servers

Toshiba servers

IBM printers

Dell printers

HP printers

Toshiba printers

AEM

CA-7

AUTOSYS

TSO

SDSF

IBM JCL

ENDEVOR

HI NET INVESTMENT TRACKER

JIRA

PUTTY

UNIX

Mainframe Production Control Support

HInet investment trackers

AEM Provisioning

CA7 AutoSys job scheduling

Mainframe deployments

AutoSys jobs

AutoSys commands

Autosys calendars

Extract, Transform and Load (ETL)

Workflow monitoring

Job scheduling monitoring

Batch scheduling consultation

Deployment changes

Interwoven Control Hud

Application Maintenance Platform (AMP)

Unix/WAS6/WAS7 changes

Client/Server Operations

Remote support

On-site support

Server security patches

Workstation security patches

Laptop security patches

Anti-virus definitions

Cisco VPN software installation

Secure authentication

Remote communication

Server activity monitoring

IBM Director Console

Microsoft Operations Manager (MOM)

HP OVO

Server hardware diagnosis

Workstation hardware diagnosis

Software Engineering support

Desktop Design and Integration support

Problem Report documentation

Microsoft Outlook installation

Microsoft Outlook configuration

Microsoft Outlook maintenance

Networking equipment management

Security equipment management

Router management

Switch management

Intrusion detection system management

Networking troubleshooting

Security troubleshooting

Server hardware inventory

Networking hardware inventory

Software installation

Software configuration

Software maintenance

Project initiatives support

Change documentation

Change communication

Business contingency plan preparation

Business contingency plan execution

Disaster recovery testing

Backup integrity

System functionality

Network performance optimization

Desktop Support

System operations

Hardware installation

Software installation

Server migration

Hard drive installation

CD-ROM replacement

DVD-ROM replacement

Floppy drive replacement

CMOS battery replacement

Power source replacement

Memory replacement

Video card replacement

NIC card installation

Token ring card installation

Infrastructure problem resolution

Network connectivity troubleshooting

Network printer troubleshooting

Desktop error troubleshooting

Application support

Microsoft Office 98 / 2002 support

Access support

Word support

Excel support

Symposium installation

Ceridian installation

Source 500 installation

Doc1 installation

Witness Client installation

Microsoft office installation

Adobe installation

Micro media flash installation

Office server raid configurations

Print driver installation

Multi-tasking

Prioritization

Customer service

Establishing and maintaining effective working relationships

Clear and concise verbal communication

Clear and concise written communication

Team support

Training team members

Technical assistance

Quality assurance

Consultation

Technical training

On-the-job project assistance

Unsupervised work

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