Experience

• 

  Wcsr

  • Information Systems Security Analyst

• 

  WCSR

  • Deskside Support Analyst

    • Oct 2007 - Present

    Management of all technology needs in the Baltimore, MD and Wilmington, DE offices. Also assist remotely and onsite at our Washington, DC office. Conduct Tier II and Tier III support for all calls escalated through an external help desk.Responsible for installation, configuration, and support of all firm software and applications.Responsible for end user support of all firm hardware including desktops, laptops, printers, copiers, VOIPphones, broadband cards, MIFI devices, tablets, video conferencing and smart phones.Management and primary contact of firm's wireless accounts. Management of all smart phones, broadband cards and internal modems within the firm. Includes all account documentation, vendor relations, product training, usage audits, equipment orders, upgrades and deployment.Supplies documentation for yearly expenses and budgets as it relates to firm wireless accounts.Configure and maintain secure wired and wireless network connectivity.Assist users and configure hardware for IP video conferencing.Conduct new user setups; imaging, profile builds, documentation and deployment.Management of local server rooms on site including repairs, upgrades, and network switching and patching. Work with engineers to safely bring down servers, phone system and HVAC during planned outages and maintenance.Maintain relationships with vendors for hardware and support contracts.Management of all assets and inventory within my offices. Responsible for maintaining a high level of knowledge and skill in the use of all software that is considered Firm standard.Identify training for special usage groups as needed.Mentor co-workers as well as other technical staff.Provide one-on-one consulting for users’ home wireless and PC solutions.Provide technical support in courtroom as needed for trials.Setup and breakdown of equipment for off-site presentations and conferences.Analyze workflow of existing processes; recommend ways to improve work product production.

• 

  Maryland Insurance Administration

  • PC Support Specialist

    • Dec 2004 - Oct 2007

    Provide Tier 2 help desk support to over 300 usersTroubleshoot network connectivity, user accounts, file & print sharing, hardware and softwareInstall/update applications onto multi-user network infrastructureInstall/configure operating systems onto client computersCustomize applications and services as requiredDiagnose and resolve user, network and computing problemsCoordinate hardware repairs with vendorsParticipation in rollouts including GroupWise email clientConduct re-imaging of machines through use of ghosting softwareCreating Boot disksConfiguration of Snap ServersPrinter maintenance and troubleshootingInstall, configure, and maintain all wireless devices within agency.Prepare material and instructions for end users and MIS support employeesRedesign and implementation of Intranet Website

• 

  Mentzer Media

  • Media Assistant

    • Jun 2004 - Jan 2005

    • Assisted in placement and purchasing of media buys for clients.• Conducted Competitive tracking of media spending.• Updated TV programming and advertising rates using TV Scan software.• Sent and confirmed traffic instructions to be used in conjunction with media buys.• Organized, prepared and sent mailings and overnight deliveries.• Orientation and training of new staff.