Information Technology Desktop Specialist Lead

• Feb 2023 - Present

Advises, collaborates, and assists business units with system enhancements and modifications. Serves as primary Managed Service Provider (MSP), as well as the escalation point for direct reports, accountable for managing desktop support Service Level Agreements (SLAs) and manages team's work performance and associated metrics. POC for asset management/ Procurement, implementation for all hardware assets. Advised all technical teams in the overall operations and maintenance of systems within the infrastructure for OJP Headquarters as well as train End Users/Clients on the equipment that they received. Mobile Device Manger (MDM) administrator, and escalation for the enterprise, (AirWatch). Provisioned IPADs, iPhone. Critical thinking, problem solving, that would have to be develop into an SOP. Ensure appropriate documentation is developed to substantiate plans and procurements. Deploy usability and effectiveness of processes and technology. Provide operational oversight for the change control and configuration management processes within the division. Fabricated Standard Operations Procedure (SOPs) that are now maintained and became part of Process and Procedure (PAPs), Provided cross platform integrations from all branched from Security, Systems, Networking, Service Desk, and upper manage with documentation. Being a Subject Matter Expertise (SME) providing clear verbal and written communication skills that all levels will understand. As an SME had to provide training to new hires, in Microsoft 365 Platform, including Azure, SharePoint, Power Apps, and VDI environment. Ensure that all projects from migrations (win11 to building moves) to teach refreshes (end Users data to software installs), were meet on time and accurate. Show less

Information Technology Team Lead

• Jan 2021 - Sep 2023

Directed and managed NuAxis Innovations technical teams in the overall operations and maintenance of systems within the infrastructure for DOI Headquarters and Sterling VA., location. Deployed appropriate documentation is developed to substantiate plans and procurements. Ensured usability and effectiveness of processes and technology. Ensured that policies stayed in line with federal regulatory requirements providing technical direction for DOI Headquarters and VA Headquarters. Provided operational oversight for the change control and configuration management processes within the division. Provided training and Oral Communication as necessary to team members to ensure standards and skills are up to date. Ability to handle changing priorities, deal with ambiguity and use good judgement in stressful situations that were demanded in the BSEE environment. The ability to change subject matter from Desktop to System, MDM, Networking, Security, Windows team, Tier 4 and 5Provided end user support for VTC infrastructure and endpoint devices including any hardware/software support. Established conference connections, troubleshot problems with voice or video issues. Used the Cisco CUCM Resource Center to schedule meetings and create the sessions for video conference meetings. Configured, maintained and tested enterprise-wide unified communications solutions with software as: OS installations and configurations (Windows 7, 8, 8.1, 10), Mac (OS X, Cheetah – Sierra, Android (Jellybean - Nougat), Virtual Machines. Web applications proficiency at Citrix, CUCM, Jabber, LifeSize, Orion, Active Directory. Show less

Tier 2 IT Desktop specialist

• Oct 2018 - Sep 2023

Managed staff to effectively and efficiently resolve software, hardware or network issues for approximately 80 executive employees (VIPS). Determined cause and solutions for networking issues on port, switch or server connectivity. Configured WINS, DNS, TCP/IP and DHCP for PC’s and network printer. Routinely served as backup Desktop Support Lead for DOI offices in DC and Sterling, VA locations. Provided remote support via Bomgar for DOI remote and facility employees. Facilitated Microsoft Office 365 migration from Google for DOI users. Provided mobile support for Apple and Android devices. Web applications proficiency at EPO (McAfee), O365, Maas360, DOI Access, Administration toolkit. Help desk support/Customer Service – ServiceNow (SNOW), Assist hardware, Remedy, over the phone and Teams. OS installations and configurations (Windows 7, 8, 8.1, 10), Mac (OS X, Cheetah – Sierra, Android (Jellybean - Nougat), Virtual Machines. Administrative support for cloud technology (SharePoint, Google Drive, iCloud), Adobe Suite, Excel databases, MFA accounts, Microsoft Suite, Command Line (CMD). Software support-MS Office 365, Internet browsers, anti-malware, Encryption and Decryption of objects. Show less

IT Service Dispatcher

• Aug 2018 - Oct 2018

Served as the initial point of contact for DOI-NPS employees/end users requesting IT assistance. Actively listened to and logged all calls, walk-ins, and emails to determine needs and details from end user requests and assigned priority levels and dispatch criteria based on end user needs. Provided first-call-resolution (FCR) support for easily resolved technical issues or provided detailed information to IT personnel to continue troubleshooting. FCR support to end users in-person or remotely (via Bomgar) included installing/updating software, reviewing patches for compliance with security requirements, troubleshooting various hardware and software issues, imaging and reimaging PCs, laptops, devices, and servers. Managed ticket system, including providing status updates and ticket resolution details to end users. Show less

Program Supervisor

• Sep 2017 - Jul 2018

• Provide basic on-site troubleshooting, computer support, and ticket creation • Call support and customer service on a mutli-line telephone• Manage RecTrac system to book events and process payments

Building Supervisor, MOD

• Sep 2016 - Jul 2018

• Serve as IT lead and provide computer and technical support• Manage RecTrac system used to book events and process payments

Therapeutic Recreational Leader

• Jun 2011 - Jul 2018

IT Support Assistant

• Sep 2016 - Dec 2016

- Reimaged computers, laptops, and mobile devices- Maintained integrity and most recent version of software applications- Supported IT technicians with helpdesk tickets- Supported employee database maintenance- Assisted with hardware inventory for redistribution- Assisted with on-site troubleshooting

Freelance IT Consultant

• Jan 2017 - Jul 2018

- Troubleshooting user malfunctions, software issues - Reimaging computers, laptops, mobile devices - Providing useful IT knowledge and tips to optimize user experience - Troubleshooting user malfunctions, software issues - Reimaging computers, laptops, mobile devices - Providing useful IT knowledge and tips to optimize user experience