SUMMARY:

• Over 12 year’s customer service and helpdesk experience, earning a solid reputation for productivity, complex problem resolution and professionalism.
• Works closely with Chief Information Officer (CIO), Senior Staff, and end - users to avoid redundancy, minimize expenditures, and improve overall synergy within organization.
• Proficient in the deployment as well as management of cloud-based infrastructure, especially on Microsoft Azure.
• Proven experience in Widows Server, AWS, Break Fix, system troubleshooting, system integration, technical support, and customer service helpdesk.
• In-depth experience establishing best practices and guidelines for selecting, developing, and implementing information systems within enterprise.
• Proactive self-starter with excellent communication, attention to detail, and organizational skills.

PROFESSIONAL EXPERIENCE:

IT Specialist

Confidential

Responsibilities:

• Monitoring the Health Status of VM’s in Azure
• Troubleshoot Azure related issues and engage internal ad external teams and vendors for issue resolutions.
• Identifying, scheduling, overseeing and performing information security analysis functions and installing updates to servers to ensure all applicable security and regulatory requirements are met.
• Reviews technological data, and data trends and makes recommendations and suggestions to the Chief Information Officer (CIO) and the Chief Procurement Officer (CPO) regarding the technology improvements that are required.
• Create and maintain good technical documentation (SOP’s) of all IT Procedures and vendor contacts.
• Performed on-site and remote technical support.
• Composed status reports on backups. Created guidance for users and IT staff when new software was introduced.
• Create and manage MS Office365 accounts.

IT Specialist

Confidential

Responsibilities:

• Communicate on a daily basis with various customers (by e-mail and phone) and resolve support and change requirement issues starting from problem assessment and gathering details, reproducing the problem, resolving the problem (on database level, server settings, resolving bugs in the code), designing a solution, testing it and delivering it to the customers by arranging deployment, and following up after implementation.
• Point of contact for all Department of Correction ( Confidential ) account creation and access rights. Systems include but not limited to Active Directory user and group accounts, JACCS (Inmate Management System), DC Government email, and Lotus Notes.
• Initiated first Confidential IT Newsletter “Bits and Bytes” to inform users about upcoming software and hardware changes throughout the agency.
• Weekly updates to Confidential DC government website. Updates the official population count and “Inmate Demographics and Statistics” page.
• Created an electronic PDF fillable version of the “Application Request Form” that everyone uses for any and all changes regarding account access and rights.
• Designed a centralized database and system for filing all old and new application request forms. Maximizing time and efficacy when users inquire about status updates.
• Established a knowledgebase in “Dell Kace’ system for sharing ideas and resolving common solutions to difficult problems. Create, update and resolve tickets using Dell Kace . Provides monthly status reports of common problems and number of tickets open, closed and pending
• Reviews, revises, and establishes policies regarding the Confidential Help Desk.
• Create, update and resolve tickets using Dell Kace K1000. Provides monthly status reports of common problems and number of tickets open, closed and pending.

Network and Systems Administrator

Confidential, Rockville, MD

Responsibilities:

• Upgraded and successfully implemented the City of Rockville’s Emergency Notification System through Ever Bridge.
• Enables effective configuration management from discovery of all systems connected to the network through establishing and managing the baselines across those systems and identifying where those system drift from their expected configurations.
• Administer accounts on Active Directory servers, network domains, application processors, appliances, and other computing equipment, including, but not limited to account creation, modification, and deletion, and privilege and rights administration.
• Monitor, Plan and coordinate the distribution of client/server software service packs.
• Managed Sophos antivirus console; Removing viruses, making profile changes, and editing logon scripts and configuration files.
• Created, managed, updated and deployed customized images of PC’s deployed in each department; using Symantec Ghost; Maximizing the effectiveness of installed technology across the network.
• Performed Windows 2008 server installation, configuration, administration, management and monitoring, including all patch and service pack levels.
• Proposal/Budgeting of new IT systems for various customer needs. Make recommendations for new equipment and services and work with various vendors for procurement.

Systems Administrator

Confidential, Washington, DC

Responsibilities:

• Sustain and developed the security of network systems to ensure the confidentiality, integrity and availability of data and information systems are maintained in accordance with company security policy, legal requirements and best practices.
• Provided PBX and VoIP phone support, performed administration of Call Pilot voicemail system, and set up and maintained audio visual devices.
• Managed active directory user accounts per company policies and procedures, created scripts, and assigned permissions.
• Identified ways to minimize support issues that caused extended downtime and increased service cost, established “Brownbag” sessions with an open forum focused on users’ issues.
• Removed viruses, made profile changes, and edited logon scripts and configuration files.
• Remotely provided technical support to end users with VPN connectivity issues.
• Provided Security Awareness to users.
• Created Virtual Machines/ virtualized environments.
• Oversee network and server configuration maintenance and management.