Experience

Prince George's County, Maryland

• Government Administration
• 200 - 300 Employee

• I T Manager

  • 2012 - Present



DST INC

• Technical Enterprise Services – Senior Technician

  • Oct 2009 - Jan 2012

  Provide technical service desk support for employees of Prince Georges County GovernmentProvide telephone-based/remote support at the fast paced OIT Inbound Call CenterProvide onsite Technical Support to over 36 AgenciesDocument all cases in Easy Vista ticketing systemDemonstrate mastery of remote support in use of SCCM Remote Desktop ConnectionInstall various software such as VNC, Cisco VPN Client, MS Office 2010, 2013, Visio, Project, Provide Support using SCCM to manage Laptops and Desktops image deployments Printer set up, Configuration, Management, Troubleshooting and Maintenance. Bit Locker Management (MBAM) - Encrypt and Decrypt all county user devices.The use of Absolute MDM (Mobile Device Management) to configure and manage mobile devices Provide LAN Account Management using Windows Server 2003/2008 Active DirectoryProvide device and user Account Management using SCCMDemonstrate an understanding of ITIL processes and use of technology to support users Demonstrate the ability to promptly resolve customer requests or complaints first call. Provide excellent customer service at each contactOther duties as assigned