Experience

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  Kelly Benefits

  • Director Of Technical Support, Information Technology

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  Kelly Benefits

  • Sparks, MD

  • Manager of Technical Support, Information Technology

    • Jun 2019 - Present
    • Sparks, MD

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  DXC Technology

  • Owings Mills, MD

  • Senior Lead Technician/Account Lead/Technical Trainer

    • Nov 2013 - Nov 2020
    • Owings Mills, MD

    • Served as acting Area Manager to 60+ technicians.• Worked as a project manager and refresh coordinator to complete 600 PC refresh.• Created absence request process and documentation which was adopted by east region of 260 technicians.• Served as ServiceNow trainer.• Facilitated daily trainings, meetings, and conference calls for 50+ technicians across 20 difference accounts.• Lead project to upgrade UPS using APC products while creating appropriate power balancing plan to maintain uninterrupted service.• Created processes and training material to assist new technicians with account and company specific procedures.• Installation and management of new servers, wireless routers and access points.• Installation, upgrade, configuration, and deployment of Windows 7,8, 10 OS and MS Office 2016 in an existing Windows environment. • Repair and upgrade of current servers and network equipment.• Installation and maintenance of IBM tape storage system.• Migration of Entourage and Lotus Notes to Microsoft Outlook. • Re-Map all Network Printers and shared drive access.• Backup and restore customer data, settings, favorites, mailbox, calendars & signatures.• Reconfigure user access permissions, Windows firewall security, domain and shared access permissions. • Configure machines for secure auto-logon and single access logon.• Provide prompt resolution to any issues found during Windows 10 OS upgrade and deployment.• Conduct technical research for any unforeseen issues or problems with Windows 10 OS.• Created standard Windows 10 images for widespread SDS Sever deployment via Network.• Provided desktop services, help desk, on site troubleshooting, and software imaging for clients.• Assisted in Network management, WAN implementation, Host Connectivity, and workstation installation.• Developed training materials and procedures for end users across various supported accounts.

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  TerpSys

  • Computer Analyst

    • Aug 2011 - Nov 2013

    • On average handle between 10 and 15 help desk tickets a day via face to face, phone, e-mail, or remote support.• Developed training materials and procedures to train users in proper use of hardware or software. • Built, configured and upgraded computers and laptops from a variety of different manufacturers that include HP, Dell, Lenovo, Gateway, Toshiba, Apple, Sony, and Samsung.• Routinely used software such as Microsoft Access, Excel, Word, PowerPoint, Outlook, Visio, Publisher, FrontPage, OneNote, Adobe Acrobat, and Flash, to create company standard operating procedures, training documentation and analyze data for various branches. • Active Directory management tasks includes: creating, maintaining, transferring and removing user accounts. • Utilize Remedy and Service Now ticketing systems to update and resolve customer service requests• Upgrade user laptops, desktops, tablets and mobile devices to insure all the latest software, updates, patches and virus definition are current.• Setup Wireless networks to include Routers, Bridges, Switches and access points for conferences and mobile events..

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  Geek Squad

  • Services Manager for Best Buy Stores

    • Oct 2007 - Aug 2011

    • Provided helpdesk and desktop PC, and technical support to end-users. • Log and troubleshoot hardware and software connectivity issues. • Directed 15 computer technicians in daily computer repair processes.• Trained newly hired employees in advanced computer repair techniques.• Utilized STAR ticketing system to track repair progress of up to 200 service requests daily.• Administered and analyzed monthly and weekly sales reports.• Analyze, log, and track complex software and hardware matters as they pertain to network connectivity issues, as well as printer, server, and application issues.• Evaluated employee performance via semi-annual and annual reviews. • Organized and implemented weekly schedules for all employees.• Performed in store and on-site advanced repair procedures including; LCD, motherboard, power supply, video card, hard drive, heat sink, processor, and keyboard replacement.

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  GameStop

  • Store Manager

    • Aug 2005 - Mar 2007

    • Served as opening and closing manager.• Handled all store finances and banking.• Assisted customers in the selection of retail merchandise.• Interviewed and hired a staff of ten employees.• Describe merchandise and explain use, operation, and care of merchandise to customers.• Recommend, select and help locate or obtain merchandise based on customers’ needs and desires. • Answer questions regarding the store and its merchandise. • Maintain knowledge of current sales and promotion, policies regarding payment and exchanges, and security practices.• Demonstrate use or operation of merchandise.• Performed physical inventory of store merchandise annually.