Information Technology Manager

• Aug 2022 - Present

Deputy Director Information Technology

• Feb 2022 - Jul 2022

IT Manager

• Feb 2021 - Feb 2022

Senior Information Technology Specialist

• Sep 2020 - Feb 2021

Sr. Help Desk Team Lead

• Mar 2019 - Sep 2020

►MY ROLE: In my current role I manage over 25 technicians, including performance reporting and training, providing technical support to WMATA. I also led multiple, simultaneous technology projects as project manager at NPS. My projects include systems migrations, server management, upgrades, and recovery.►IMPACT:-Spearheaded print server migration project; led initiative for cross-training technicians and successfully brought team to meet contract SLAs after vetting and hiring of top technicians.-Oversee quality, reporting, and adherence to standard operating procedures aligned with company mission.

Senior Help Desk Technician

• Jan 2018 - Mar 2019

• Windows 10 Migration Project (In-Place Upgrade/Wipe & Reload/Surplus).• Lead Network Printer migration project.• Administer McAfee Encryption and Authentication system.• Administer MaaS360 Mobile Device Management.• Administer First Call Resolution (FCR) workload.• Act as the single point of contact for nationally dispersed National Park Service customers• Recommend improved procedures for CSC responsibilities and incident management.• Create and review SOPs and Work Instructions.• Provide lead technician assistance to teammates to mitigate/resolve escalations. • Maintain and improve quality results by adhering to established processes, procedures, and guidelines• Provide remote technical and software support to end-users using Active Directory, SCCM, CMD, DameWare, RDP, etc• Reset passwords and unlock accounts thru Active Directory.• Create and manage user and computer objects on Active Directory.• Troubleshoot VPN and Pulse Secure issues.• Perform document, data, and file recovery.• Provide PIV Card user support and troubleshooting.• Install, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performance.• Maintain and repair laptops, workstations, wireless device, and networking issues.• Maintain and repair Apple Mac laptops and desktops and setup for networking.• Maintain working knowledge of new products and/or services.• Enter and track activity of user and issue information within trouble ticketing system.

Help Desk Systems Administrator

• Jul 2016 - Jan 2018

►MY ROLE: I delivered Desktop Engineering Support to CFTC, including phone, desktop, and laptop support, remote and in-house installation and maintenance, troubleshooting, and peripheral device oversight.►IMPACT:-Completed 1K mobile device refresh project on budget and within projected timeframes.-Managed regular reporting requirements, troubleshooting, and quality oversight. ►MY ROLE: I delivered Desktop Engineering Support to CFTC, including phone, desktop, and laptop support, remote and in-house installation and maintenance, troubleshooting, and peripheral device oversight.►IMPACT:-Completed 1K mobile device refresh project on budget and within projected timeframes.-Managed regular reporting requirements, troubleshooting, and quality oversight.

CALL Lab Instructor

• Oct 2015 - Nov 2016

►MY ROLE: I built and delivered memorable lesson plans during 12 class rotations.►IMPACT:-Oversaw computer lab operations, user troubleshooting, and support as primary problem solver and go-to manager.-Performed placement testing, mid-semester testing, and final testing of skills. ►MY ROLE: I built and delivered memorable lesson plans during 12 class rotations.►IMPACT:-Oversaw computer lab operations, user troubleshooting, and support as primary problem solver and go-to manager.-Performed placement testing, mid-semester testing, and final testing of skills.

Help Desk Specialist Jr

• Mar 2016 - Jul 2016

Provide friendly and helpful customer service as first point of contactProvide technical and software support to end-usersProvide support to desktop and laptop customers in house and remotelyInstall, maintain, and upgrade laptops, workstations and software, mobile devices, printers, copiers and fax machinesAssist the client in solving laptop workstation and networking issuesMaintain and repair workstations, computers and peripheralsInstall, configure, diagnose, repair and/or upgrade hardware and equipment ensuring its optimal performanceProvide reporting and ticketing informationMaintain working knowledge of products and/or servicesPrepare reports and correspondence as neededEnter and track activity and user information within trouble ticketing systemPerform other duties as assigned by supervisorCommitment to excellence and high standardsStrong organizational skills; able to manage priorities and workflowTroubleshoot problem areas in a timely and accurate fashionMaintain and improve quality results by adhering to established processes, procedures and guidelinesRecommend improved procedures for Customer Support Center responsibilitiesInform and instruct clients by explaining procedures; answering questions; providing information

Desktop & Mobile Technician

• Mar 2010 - Jul 2016

- Macintosh OSX, Ubuntu Linux, and Windows installation and upgrades.- Troubleshoot systems with virus, spam ware, and adware.- Recovery of Windows XP, 7, 8, 10, Macintosh 10.X systems, and Ubuntu Linux.- Repair, update and maintain hardware of mobile iOS devices (iPhone, iPod, iPad), Android devices (Samsung, LG, etc.) Blackberry and Windows devices.- Buy, Sell, Trade, Repair Windows-based and Macintosh computers & mobile devices with sales nearing the hundred thousand dollars annually.- Data and password recovery on Windows and Mac-Based systems.

IT & SALES ADMINISTRATOR

• Oct 2011 - Oct 2015

►MY ROLE: In this role I led two refresh projects for 10 workstations each. I set-up the server and led user training. I also served as technical advisor and IT support resource, recommending upgrades and software purchases.►IMPACT:-Implemented cyber security playbook, including policies and procedures to maintain secure network and infrastructure.-Maintained website database and performed evaluations and corrections on MySQL Database.- Planned and executed book sales, fairs, and exhibitions with thousands of dollars in revenue; select events included: TESOL, NABE, MFLA, and Watesol.

Per Diem Sales Executive

• Feb 2013 - Sep 2013

- Work Sales calls for MD, DC, and VA. - Use PowerPoint and Excel for presentations within the school districts. - Conduct Book-fairs and Exhibits. - Utilize Excel importing and exporting for reports. - Work with sales reps on key account calls and meetings. - Work Sales calls for MD, DC, and VA. - Use PowerPoint and Excel for presentations within the school districts. - Conduct Book-fairs and Exhibits. - Utilize Excel importing and exporting for reports. - Work with sales reps on key account calls and meetings.

Administrative Assistant

• Feb 2011 - Oct 2011

- Manage consultations, client appointments, and court hearings via Google calendar. - Translate documents from Spanish-English/English-Spanish. - Responsible for drafting legal documents, contracts, affidavits, statements, etc. - Scan and compile close case documents into .pdf files using Adobe.- Fill-in immigration forms for client applications. - Manage consultations, client appointments, and court hearings via Google calendar. - Translate documents from Spanish-English/English-Spanish. - Responsible for drafting legal documents, contracts, affidavits, statements, etc. - Scan and compile close case documents into .pdf files using Adobe.- Fill-in immigration forms for client applications.

Passport and Visa Specialist

• Jan 2009 - Jul 2009

- Receive customer documents and process.- Daily Updates of customer’s application status and estimated completion schedule.- Stay Up-To-Date on US Department of State and Foreign Embassies policy changes- Prepare 6 Manifest for Passport Agency drop and distribute daily picks to designated agents.- Maintain passport reservation system and slot usage. - Receive customer documents and process.- Daily Updates of customer’s application status and estimated completion schedule.- Stay Up-To-Date on US Department of State and Foreign Embassies policy changes- Prepare 6 Manifest for Passport Agency drop and distribute daily picks to designated agents.- Maintain passport reservation system and slot usage.

Passport Specialist

• Mar 2008 - Nov 2008

- Receive customer documents and prepare for processing.- Daily Updates of customer’s application status and estimated completion schedule.- Maintain Up-To-Date on US Department of State and Foreign Embassies policy changes and fees - Receive customer documents and prepare for processing.- Daily Updates of customer’s application status and estimated completion schedule.- Maintain Up-To-Date on US Department of State and Foreign Embassies policy changes and fees