Experience

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  Kelly & Associates Insurance Group

  • United States
  • Insurance
  • 400 - 500 Employee

  • Security Engineer

    • Feb 2018 - Present

  • Infrasructure and Operations Support

    • Apr 2012 - Present

    Kelly & Associates Insurance Group – Hunt Valley, MD April 2012 - PresentInfrastructure and Operations Support• Provide second level support to end users and related duties in the IT Support Center which includes Windows and Mac operating systems, desktop computers, peripherals, mobile devices, LAN issues, MS Office, e-mail applications, web applications, learning management system.• Diagnose, troubleshoot and resolve hardware, software or connectivity problems, escalate problems/tasks when appropriate to internal IT senior staff or third party vendors in accordance with established procedures.• Provide information management solutions, including software, hardware, systems integration, consultation, and support through the use of internet and intranet communication tools to facilitate the creation and completion of complex case resolution for internal employees and clients requiring technical support or experiencing difficulty with database functionality.• Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely resolution of issues.• Plan and schedule the installation/updates of new or modified software to ensure system availability as well as provide test builds for end user before implementation of changes.• Demonstrate positive customer relations and ensure proper documentation, notification, escalation, tracking, and follow up of all incidents.

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  Micros Systems

  • Columbia, Maryland

  • Support Analyst

    • Apr 2011 - Apr 2012
    • Columbia, Maryland

    •Provide information management solutions, including software, hardware, enterprise systems integration, consultation, and support through continued training and the use of internet and intranet communication tools to facilitate the creation and completion of complex case resolution for clients requiring technical support or experiencing difficulty with database functionality.•Maintain Windows servers, including diagnosis and resolution of problems with networking, services, and malicious software through the maintenance of software and hardware, control of current versions and future releases of applications software.•Frequently use Microsoft Remote Desktop Protocol, WebEx, and Bomgar to plan, design, document, test, integrate, maintain and modify systems for solving problems or accomplishing work processes using information technology systems such as computers, servers or routers.• Plan and schedule the installation of new or modified hardware and software to ensure system availability.• Demonstrated experience with systems administration duties, such as loading operating systems and troubleshooting hardware/software problems in person, over the phone or remotely.•Provide scalable solutions through Oracle DBMS involving script execution and creation in SQL, crash recovery and table space management.•Use network diagnostic tools such as DOS, Telnet, Ping, TraceRT and Pathing to diagnose and resolve network related issues.

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  InterContinental Hotels Group

  • Front Desk Agent

    • Oct 2008 - Aug 2011

    • Using an Opera Based System, have the responsibilities to check-in/check-out hotel guests in a timely and professional manner; and process all payments according to established procedures.• Handles all requests for guest room reservations, changes, and cancellations in accordance with established standards, and responds to and provides information on hotel services, local attractions, and travel directions.• Book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel in accordance with established standards and/or scripts using the hotel's reservations system; process reservations from the sales, reservations centers or travel agencies/wholesalers.

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  Tanaco Inc.

  • Network Trainee

    • Nov 2009 - Feb 2011

    • Computer Networking• Video Surveilance camera installation.• Computer repairs and maintanance• Software installation and configuration

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  Comcast

  • Direct Sales/Verification

    • Jul 2007 - Apr 2008

    • Using Cable Data-Entry responsible for new client acquisition and upgrading services to existing subscribers.• Responsible for training new employees and familiarizing them with the Data-entry systems: Cable Data and Comtrac.• Verified sales of associates to ensure client was receiving what was requested, which increased customers and helped them to receive their product quickly and efficiently. Also helped commission to be processed quicker for associates and technicians.• Communicate specific market offers and promotional information to residents to ensure maximum sales performance.