SUMMARY

• Serves as the point of contact for resolution of desktop/active directory related problems or MAC
• Proven ability to produce in a fast - paced environment
• Installs, images and configures desktop and laptop computers for new users; troubleshoots, repair various Point of Sale (POS) components which included but not limited to NCR, Confidential and IBM registers
• Experience working with multiple ticketing systems and able to manage multiple tasks
• Proven leader and trainer, assisting end users with new platforms after POS implementation

TECHNICAL SKILLS

Call-Tracking Tools: Service Now, Remedy, CA-SDM, SQL Database, AutoTask

Cloud Computing: Microsoft SkyDrive,Google Drive, and Dropbox

Hardware: Laptops, Avaya\CISCO Telephony Systems, Printers, Routers, WAP, Point of Sales (POS)

Networking: Tenable Nessus, Packet Analysis, Active Directory, TCP/IP, SCCM 2012 R2, VMWare

Operating Systems: Windows XP, 7, 8/8.1, 10; Windows Server 2003, 2008

Security: Bit Locker, Sophos, Single Sign-On (SSO), CommVault, SSH, Norton, McAfee

Software: MS Exchange 2007, 2010, 2013; Lotus Notes 8.5; Lync 2013, JIRA, WebEx/TeamViewer

PROFESSIONAL EXPERIENCE

POS Field Service Technician

Confidential

Responsibilities:

• Technical lead for POS equipment Installations, Refresh and Re-imaging Projects for retail vendors and hotels.
• Equipment including: Confidential POS terminal, PDT hand scanners, Confidential MX series terminals, Epson Printers, NCR Flatbed scanners, Elo touchscreen monitors
• Trains customers on all aspects of POS systems and Registers prior to opening of new hotels or retail stores
• Provides on call technical support and upper level support for other Field Service Technicians
• Travel's within an assigned territory/region to assure continuity of high levels of customer satisfaction for retail clients sites: Au Bon Pain, Family Dollar

IT Consultant, Network Administrator

Confidential

Responsibilities:

• Migrated Windows 7 & 8 and PC deployments, with application loading, user data transfer
• Installed configures and deploys Microsoft SCCM 2012 R2 to facilitate software and patch deployment
• Installed, configures and deploys Cisco Jabber Messenger
• Provided both phone, remote and on-site customer technical support
• Maintained user, group, group policy objects (GPO’s) and computer accounts via Active Directory
• Created and monitor trouble tickets via AutoTask
• Supported more TEMPthan 6,000 off-site end users and upper level engineering in a fast-paced environment

Help Desk Supervisor

Confidential

Responsibilities:

• Implemented the U.S. Presidential directive to enhance and strengtan the Federal Government’s cyber security. Instrumental in accelerating implementation of multi-factor autantication for the Department of Veterans Affairs
• Promoted to Supervisor/Administrator of CA - Service Desk Management: Our call center staff implemented a soft-token solution for 102,000 remote users with a success rate of 98.1% in less TEMPthan a 6-month time period
• Supervised a staff of 15 Call Center members: Reviewed support tickets, provided regular feedback, and developed training material; as required lead training and meetings
• Provided subject matter expertise to help team members understand and resolve technical issues
• Developed and maintained call/email scripts for staff, disaster recovery, and vendor relationship policies: Two-Factor Autantication (2FA) via Citrix Access Gateway (CAG), which saved significant cost on hardware and software deployment
• Compiled and analyzed daily and weekly metrics reports via ticketing systems and discussed future forecasting projections with management
• Create, respond to, escalate, and close tickets. Track all outstanding tickets, working closely with Tier II Technician to ensure any problems are resolved in timely manner.
• Document all technical issues all the work done using JIRA, Excel and MS word

IT Consultant, L2 Support Analyst

Confidential

Responsibilities:

• Provided on-site IT/Polycom support for an office of 100 users
• Used Ghost to deploy operating system image on Lenovo laptops
• Configured laptop with Sophos encryption and enabled CommVault for backup recovery
• Administered monitoring tools: process explorer, event monitor and Malwarebytes to identify/remove malware issues
• Assisted in training end-user in Intra-links VIA, Okta Single Sign-On, Salesforce and other software and web-based components
• Created and managed user profiles using Active Directory in MS Exchange Server 2010

IT Consultant, L2 Deskside Support

Confidential

Responsibilities:

• Provided hands-on support deploying Windows 7 OS on Confidential laptops using Ghost/Acronis Image deployment for data migration
• Transitioned users to Service Now from Remedy ticketing system
• Created Remedy tickets to monitor trouble or reoccurring network issues
• Installed Jupiter for VPN remote connections access to company network
• Setup and monitored video conferencing equipment via CAFM room booking; test, set-up and troubleshot VC: equipment, rooms, TV monitors and white boards
• Trained new employees on the office wide IT rules and regulations and provided equipment
• Worked with clients both in-store and on-site to install, troubleshoot, and repair technical problems for computer systems, including laptops, desktops, printers, modems, and monitors.

IT Consultant

Confidential

Responsibilities:

• Performed OS system upgrades on Lenovo laptops for various SunTrust Bank location in the DC metro area
• Provided follow-ups on all implementation related tasks
• Ensured customer data was transferred and dat peripheral devices were connected and functioning

Field Services Representative

Confidential

Responsibilities:

• Racked, Stacked and Configured Dell Power Edge 610, 720 servers in APC racks
• Managed a team of ten specialist installing IBM POS systems, Dell Back office equipment and End of lease (EOL) workstations on various large scale hotels and retailers in the DC Metro area
• Conducted Site Survey at retail department stores; identified and configured Cisco router and T1
• Migrated users from Lotus Notes 8.5 to MS Exchange 2010
• Installed and configures new workstations, peripherals and laptops with PGP encryption
• Trained retail store managers and staff on new equipment and functionality
• Installed and troubleshoot Dell PowerEdge Back Office Server Solutions: T310,T410

Lead Windows 7 Implementation Technician

Confidential

Responsibilities:

• Lead a team of 10 technicians in a 24x7 implementation/support role updating 5,000+ employees
• Decrypted laptops of PGP encryption administering SCCM to deploy Windows 7 on to end user systems
• Migrated users data via USMT software to transport data files
• Performed “Kill Disk” DoD standard software to wipe user data for deploying Windows 7 OS
• Performed “Robocopy” command feature via command prompt to manually copy user data
• Displayed time management, leadership and organizational skill on daily bases by leading team meetings

Telecommunication Service Manager/Telecom Technician

Confidential

Responsibilities:

• Managed 3 telecom technicians installing Cat5e, Access Points, Cable pulling, CATV cabling and created and maintained, financial account record for project campus wide including accounts payable & accounts receivable
• Produced and presented monthly budget reconciliation displaying outstanding accounts, current invoices and profits
• Coordinated site surveys for telecom implementation with customer prior to creating work order to ensure accurate billing