Qualifications & Education

Micros OPERA Certified Technician

Micros Res Certified Technician

Classes towards Hotel/Motel/Restaurant Management

Classes towards Philosophy Major

Hardware

IBM compatible desktop PCs and Servers, Processors, Motherboards, RAM, CD /DVD Drives, Video, Sound & Network Cards, Micros Workstations

Operating Systems

Windows 7, Windows Vista, Windows XP/2000/NT for Workstations and Servers,

DOS, roomMaster2000, Lodgistix, Micros OPERA

Software

Microsoft Office Suite, Adobe Creative Suite, Groupwise, Zotero, Tivoli, CA Service Desk, Remedy, Avaya Phone System Administrator, Dameware, OXI, Res. and Oracle DBA

Skills and Abilities

• Ability to solve: problems in networks, hardware and software problems, etc.

• Installed local area networks both wired and wireless, in addition to cabling and peripherals.

• Communicate and interact successfully with a diverse community. Additionally developing and maintaining positive professional relationships with colleagues and clients.

• Researched and reported on problems, solutions, products, etc, to facilitate comprehensive documentation production.

• Work as a team leader, a team member and independently

• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution to both customers and staff.

• Excellent oral and written communication skills with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.

• Public Trust Security Clearance

PROFESSIONAL EXPERIENCE:

The Carlyle Group Windows 7 Migration Technician

Insight Global

Dec 2011-Jan 2012 contract

• Supervised unboxing & imaging of laptops by department to ensure that daily migration installation quotas were able to be met.

• Configured laptops BIOS, domain, User Account Control and verified laptops were sent to migrations with department specific non image standard programs installed to minimize technician time at deskside.

• Followed up with clients post migration to verify installations performed properly and all software configurations completed for variety of software suites.

• Installed desktop and laptop hardware as necessary to ensure peak performance and utilize all aspects of a 64 bit operating systems

• Inventoried assets pre-migration and ensured asset inventory remained current and correct during the project.

• Provided user coaching on the basics of Windows 7 and Office 2010 post install

Library of Congress Windows 7 Team Lead

The MIL Corporation

June 2011-Aug 2011 contract

• Functioned as team lead for migration team, which performed 800+ migrations from Windows XP SP3 to Windows 7 SP1. Supervising a staff of nine and reporting individual work progress to migration project manager to facilitate successful contract resolution by agreed upon date

• Supervised unboxing & imaging of laptops by department to ensure that daily migration installation quotas were able to be met.

• Configured laptops BIOS, domain, User Account Control and verified laptops were sent to migrations with department specific non image standard programs installed to minimize technician time at deskside.

• Assumed duties of project manager to allow management travel during emergency situation.

• Followed up with clients post migration to verify installations performed properly and all software configurations completed for variety of software suites.

• Inventoried assets pre-migration and ensured asset inventory remained current and correct during the project.

• Performed migrations as necessary to keep target installation quota at proper levels

• Coordinated with department heads via email, phone and in person to schedule the required number of daily migrations set by each department.

• Used remedy 7 to create, track and follow up on tickets for each migration.

• Used User State Migration Tool to perform migrations personally as necessary

• Worked with eleven divisions and their individual coordinators to facilitate ease of install, and to minimize technician time spent in transit between divisions

IT Technician

Allegis Group

Aug 2010-Apr 2011 contract

• Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; use a ticketing system to track and route problems and requests and document solutions for corporate and commercial customers: Allegis Group, Teksystems, Aerotek, LincGroup, Major Lindsay Africa, Manatt Philps and Phelps, School Specialty, Visicu, Best Buy and Marketsource.

• Manage active directory accounts for both corporate and commercial customers: Allegis Group, Teksystems, Aerotek, LincGroup, School Specialty and Marketsource.

• Maintain phone systems: resetting voicemail password, assigning new users, deleting old users, for corporate customers: Allegis Group, Teksystems and Aerotek.

• Provide software support for a variety of internal programs and standard operating systems to international, corporate and commercial customers: Allegis Group, Teksystems, Aerotek, LincGroup, School Specialty, Manatt Philps and Phelps, Major Lindsay Africa and Marketsource

• Maintain users on BES servers for corporate and commercial customers: Allegis Group, Teksystems, Aerotek, and Major Lindsay Africa.

• Track and report errors within Oracle DB jobs for Allegis Group

• Maintain user database for external timekeeping software for corporate and commercial customers: Teksystems, Aerotek and Marketsource

Self Employed IT Consultant

Front Office Manager & Onsite IT Tech

Comfort Suites Columbia

(Jan 2010 – March 2010) contract

• Upgrade existing office computer hardware and install to maximized front office efficiency.

• Provide onsite IT support for wireless network, PMS, phone and movie servers as well as all other office hardware.

• Cut operating costs by ensuring competent use of supplies by all staff.

• Responsible for accounts payable and account receivable, ensuring billing was done correctly and promptly.

• Ensure proper staffing levels at all time via hiring, firing, promotion and scheduling for front office and reservation departments.

IT Installer

Net Results

Montgomery County Public School System

(August 2009) contract

• Unbox & image twelve hundred laptops, configure the bios to customer specifications. Test laptops to ensure proper install after imaging and bios configuration.

• Unbox and assemble secure audiovisual carts. Install wireless network antenna, router & appropriate cabling to accommodate twelve laptops per cart

• Once cart assembly and laptop image verified, install laptops on a school by school basis. Connect to central server & network for specified locations to verify functionality on site.

Help Desk Technician

Micros Systems, Columbia, MD

(March 2008- April 2009)

• Provide technical phone support to thousands of Micros customers, supporting Windows 2000 / XP, MS Office Suite.

• Upload information into Oracle, create tables.

• Maintain Corporate Productivity Goal of 70 calls / shift; my actual productivity was 110 calls / shift while receiving many “customer compliment” cards and a high level of client satisfaction.

• Identify, diagnose and resolve problems for users in a call center environment; communicate solutions to end-users.

• Capture and document the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; use a ticketing system to track and route problems and requests and document solutions.

Front Desk Evening Shift Manager

On Site It Tech

Park Place Hotel, Ocean City, MD

(Jan 2006- Feb 2008)

• Oversight of Front desk, Reservations, Housekeeping and Maintenance for PM shift

• Serve as on-site IT person: maintain, repair/rebuild server and computers as needed.

• Use suggestive selling techniques to sell rooms and to promote other services of the hotel.

• Troubleshoot problems on night shift and notify appropriate staff as needed

Additional Job experience (prior to 06)

Available at request

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