SUMMARY:

Extensive Information Technology experience in computer systems management, engineering, migrations and technical support with emphasis on operations and infrastructure technology and support.

TECHNICAL SKILLS:

Operating Systems: Windows 3.1 through 3.11; NT Workstation 3.0 through 2003; Windows95; UNIX S5 R4; Windows NT Terminal Server 4.0, Exchange Server 2003 - 2011, Windows NT Server 3.0 - 2008, Windows Vista, Windows 7, Windows 10, Windows 6.5 & 7 mobile, Android, SBS 2003 -2011

Software: MS Project, Remedy, Heat, Citrix, BMC Express, Magic, Unicenter, IIS, SAP Help Desk, SMS, VNC, Robohelp, Ghost, MS Office 2k -2007, Web Ex, Magic, SMS, Go to Assist. Bitlocker, Oracle, McAfee ePO, Office365

PROFESSIONAL EXPERIENCE:

Cloud Migration Engineer

Confidential

Responsibilities:

• Migration of infrastructure, data and applications out of legacy data centers into cloud and hybrid environments (public and private)
• Analyze systems and identify problems, evaluate, design solutions, and document.
• Automate thru scripts and implement operations best practices for virtualization environments
• Test and troubleshoot migrated systems on virtualized architecture
• Provide expertise and content to a number of key written deliverables
• Quickly adapt to several functional environments and meet deadlines
• Work both independently and as a team member.
• Provide recommendations for emerging technologies related to cloud

Team Lead

Confidential

Responsibilities:

• Provides Tier 3 incident and problem management,
• Diagnosis, escalation, tracking, and resolution for Windows 10 system
• Provide excellent customer service and a positive support experience to all levels of end users using the Service Desk ticketing system.
• Identify sources of Windows 10 issues, perform troubleshooting, and add to the knowledge base.
• Understand priority levels, escalation procedures, and ticket workflow for the Windows 10 project.
• Responsible for leading a small team of Tier 2 technicians
• Ensure Tier 2 technicians are updating tickets with the latest status, documenting solutions, and following the ticket workflow.
• Remote installation and configuration of remote printer

Confidential

Deployment Lead

Responsibilities:

• Imaging of new laptops, desktops tables and kiosk for IMF to Windows 10
• Migration of user data from windows 7 to windows 10
• Metric reporting of units completed daily, weekly and monthly.
• Project plan development and resource planning.
• Scheduling of all deployment assignment to field engineering
• Pickup of all existing inventory
• Development of scripts for use by field personnel
• Asset management reports for returned and installed inventories
• Continual improvement of the deployment process and reporting.
• Developed and maintained project plan based on the statement of work

Confidential, Hunt Valley, MD

Interim -Site Operations Lead

Responsibilities:

• Onsite and remote user support
• Patch management for 100 workstations, 5 physical and 15 vm servers
• Workstation imaging and setup
• Group and user account creation and management
• Active Directory administration
• Local disaster recovery plan, preparation and support
• Setup and support of training room pc’s
• Implementation of SysAid help desk ticketing and asset management systems
• VoIP phone administration
• Server 2012 administrations
• Windows 10 desktop suport
• Desktop administration
• Off site support for Confidential state customers
• McAfee EPO server administration
• Maintain all vendor support agreement and provide 1st level support of outside vendor products
• Responsible for the recommendation, selection, purchase, and coordination of installation for 3 rd party products and services

Confidential

Sr. Technical Specialist

Responsibilities:

• On-site, off-site, and telephone support for select Senior Executive Team
• Creation and management of Active Directory and Exchange users,
• Remote user support
• VPN setup and configuration
• Creation of user account and new user setup
• Software installation, configuration and trouble shooting in windows 10 enviroment
• Dell warranty repair work
• IMAC and new user installations
• Installation and troubleshooting of VPN clients
• Use of HP Security manager to look at client inventory, driver hardware monitoring
• Provide support for desktop printer and large multi-function device (print/copy/fax, and scan)
• Imaging of new laptop using SCCM for new users
• Oracle troubleshooting and administration
• The issuance of Prime cards to securely and efficiently allow for PKI-access to Confidential facilities and resources
• Implemented mobile access solution based on Safenets 2 factor authentication methods based on PKI and OTP
• Supporting audio/visual and videoconferencing technologies for Executive offices, meetings, and events
• Resolve IT Incidents and fulfill Service Requests in a timely manner
• Execute routine hardware/software deployments for Senior Executives and their Assistants
• Coordinate, manage, and execute Desktop Support projects, track progress, revise deadlines and ensure they meet changing needs and requirement

Confidential

Lead Tech

Responsibilities:

• Manage all aspects of the implementation and deployment of a new Managed Print Services Customer.
• Installing, configuring & testing HP Multi-Function Printers (MFP's)
• Configuring & testing Canon MFP's
• Un-crating and unpacking of new printers; assembly and network connections
• Initial printer setup and configuration
• Testing, Troubleshooting and Solving printer issues
• Assist local users on desktop setup
• Disconnecting old printers and assisting in disposal

Confidential, Baltimore, MD

Site Technical Lead

Responsibilities:

• Responsible for support of all desktop operations headquarters and 1 other local site.
• Managed construction build-out for all I.T. related build-outs.
• Management of 3 desktop engineers and 1 telephone analyst
• Deployment of workstations and laptops to users
• Managed construction build out and deployment for 3 floors in headquarters building
• Management of 6 contracted employees during buildout.
• Installation of wireless access point, printers, network switches and routers.
• Provided weekly status reports to management concerning inventory levels, special projects and employee deployments.
• Migration of user from Win 7 notebooks to Windows 10 tablets.
• Provided Windows 10 support to U.S. branches during migration of branch computers
• Responsible for coordinating and overseeing cross-functional IT teams in Service Desk Support and CIO/Executive Support.
• Managed the design and build out of all video conference rooms
• Support of all video teleconferencing rooms
• Installation and support of vpn clients for user community.
• Managed vendor installations for AV, network cabling and data testing
• Primary support for all executives and managing directors.
• New technology user workshops
• Provided tier 3 hardware and software support for U.S based branches.
• Vendor relations and management
• Installation and configuration of HP MF, BW and color printer
• Software trouble shooting of COTs and custom developed applications
• Limited support of Mac hardware and software
• Development of departmental SOP’s and supporting documentation and development of user support guides.

Confidential, Bethesda, MD

Imaging Analyst

Responsibilities:

• Coordination with individual properties regarding reimaging/Final PC Setup of PCs based on corporate standard.
• Enhance end user productivity by performing Reimaging/Final PC Setups, configuration, data migration, and PDA/handheld device configuration for all PCs within scope.
• Keeping current with workload activities, client billing in BMC Remedy, Request Center, voicemail and other tools and applications as necessary.
• Desk side delivery of PCs to Headquarter customers including executive level support
• Performed remote field Reimages/Final PC Setups based on volume and/or business needs.
• Diagnose and replace hardware issues with IBM/HP laptop and desktop PCs.
• Provide end user technical support for Windows 7, Windows XP operating system and Microsoft Office 2010.
• Assist with transition of end users and departments to Windows 7 operating system.
• Provide remote support using WebEx support center software
• Assist with transition of end users and departments to Microsoft Office 2010.
• Maintenance of internal support documentation and escalation policies.
• Ensure standard image are consistent across brands.

Confidential, Baltimore, MD

Field Engineer

Responsibilities:

• Migration of Dell and HP workstations from XP to Windows 7 in large corporate environments
• 11/2012 to AEGON Baltimore, MD
• 03/2013 Service Delivery Site Lead
• Management of 3 desktop support engineers
• Installation of new users
• Coordination of all interoffice moves
• Senior level support of window XP and Windows 7 customer (beta group)
• Workstation installation
• PC imaging and reloading
• Creation of user account on and administration of A.D
• Overflow NOC support
• Installation and support of Office 2010 and installation of Bloomberg workstation, both dedicated and software
• Coordination of Dell part and warranty exchange
• Helpdesk procedures and documentation development of technical solutions for junior staff members.
• 24x7 support