Experience

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  havas CX helia

  • Baltimore, Maryland, United States

  • IT Manager

    • Apr 2013 - Present
    • Baltimore, Maryland, United States

    Providing end user support for Havas employees in the Baltimore, MD/Richmond, VA area. Including Windows, Mac OSX, network, Windows server, and Mac server. Duties include asset management, printer contracts, XiNet support, mobile device support and management.

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  State of Maryland Department of Human Resources

  • Baltimore, Maryland Area

  • Desktop Support/Network Analyst

    • Sep 2011 - Apr 2013
    • Baltimore, Maryland Area

    Providing end user and system support for all DHR facilities in Baltimore City. Duties included setup and break/fix support in the Windows, Windows Server, and Linux environments.

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  US Department of Health and Human Services

  • Desktop Support

    • Jun 2011 - Sep 2011

    Handling inbound tickets in the Remedy Ticket systemAssisting onsite employees and inbound phonecalls from HHS employees deployed throughout the United States.Setup and maintained new network and Exchange accounts in Active DirectoryTroubleshooting Blackberry and iPhone issuesCoordinating the deployment of new equipment to HHS employees

• 

  US Department of Justice

  • IOSC Engineer

    • Nov 2009 - Jun 2011

    Monitoring & troubleshooting networks, servers, and mainframe via multiple interfaces including HP Openview, CiscoWorks, & AS/400Troubleshooting network issuesTroubleshooting desktop issues in both the Windows XP & Windows 7 environmentsCabling the data center to facilitate network and switch setupForwarding network ports when necessary; turning ports up/downRunning tape backups in AS/400Rebooting servers when requiredSetting up/Removing/Troubleshooting Active Directory and exchange accountsDocumenting and receiving tickets using the Remedy Ticketing systemRemoving defective server racksReplacing hard drives in defective server racksImaging and installing new PCs

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  Baltimore City Department of Education

  • ITD Tier I

    • Jun 2009 - Nov 2009

    Taking incoming calls from Baltimore City Public School employees both in HQ and in the schoolsSetting up and troubleshooting networks printers in the Windows XP & Windows 2000 environmentsSetup network accounts for new employees and removing outgoing employee access in Active DirectoryAssisting with rollout of new Student Management System (SMS) software including installation and training employeesImaging PCs for deployment to schools and within the buildingTroubleshooting MS Exchange server issuesTroubleshooting Blackberry issues for the Blackberry Bold (9000) including syncing with the MS Exchange serverTroubleshooting network issues for customers in the central office and in the schools using Dameware Remote Control when necessary

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  MedStar Health

  • Service Desk Support Specialist

    • Sep 2006 - May 2009

    Troubleshooting and triaging calls from four major hospitals in the Baltimore/Washington areaMigrated user network accounts to Active Directory including setting up distribution group and routing home foldersManaging staff of four during the 3rd shift including scheduling, training, and quality assuranceMonitored employee calls using ACD agentSetting up customer contacts and accounts in Altiris databaseUpdating knowledge base articles and migrating from a Lotus notes database to AltirisSupporting MS Office 2007 usersSetup Polycom phones for teleconferencingIncoming support for telephone issues including phonemail resets, broken patient and employee (Blackberry) phones, and downed linesSetting up VPN access requests and troubleshooting VPN issuesAcquiring and reporting phone metrics for employees using ACD agentImaging PCs using AltirisSending out communication for major system outages to hospital AVPs and senior leadershipOver 80% first call resolutionMapping users to network drivesSetup and transcribed conference calls between senior hospital leadership during unexplained outages or outages that ran past scheduled times to discuss and implement resolutionsSetup, maintained, and troubleshot Citrix accountsTroubleshooting network issues including no connectivity, loss of access to network drives/applications, and checking network cardsInstalling and supporting network cards, hard drives, and other hardware on PCs in Central Business OfficeCleaning and installing software to prevent intrusive virus attacks on PCsThomson Prometric

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  Thomson Prometric

  • HelpDesk Analyst

    • May 2006 - Sep 2006

    Handling inbound call traffic from Thomson employees concerning desktop issues both onsite and in testing centersTroubleshooting PCs in the Windows XP & Windows 2000 environmentsSupporting MS Office 2003Assisting with basic LAN & WAN configurations, setting up PCs inside the building98% service score when surveyed by employees & 90% Quality Assurance scoreSolving basic MS Exchange issues90% First Call Resolution

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  Vinciti AQ

  • Tier 2 HelpDesk Analyst

    • Dec 2004 - May 2006

    Taking anywhere between 25 to 40 calls per day depending on call volume98% Customer Satisfaction scoreReceived inbound call escalations from other groups as the highest level of tech supportSending peer feedback on employees in other groups in departments when warranted providing both positive and negative tips for critiquing purposesUsing PeopleSoft 8 (GCRM) to log cases, create contacts, and setting up repairs or dispatchesProviding support for iPods on Macs and PCs and Apple peripherals on Windows machinesAssisting with both wired and wireless network setup using the Airport base stations with both Windows 2000 & Windows XPConsulting with Tier 1 agents to help resolve problems with iTunes, Quicktime, iPod, Airport Extreme/Express, Appleworks, and taking over when there were manager requestsOffering appeasements and customer satisfaction codes to cover repair costs for customers as means of damage controlAssisted with creating pertinent knowledge base articles used to assist customers using the support website for self-help. Also useful when developing new training materials for incoming agentsWhen trends developed regarding products, sent escalations to Apple’s engineering departmentProvided support for portable Apple computers and iPods used in both the Mac OS X and Windows environmentsOver 95% First Call Resolution