Experience

• 

  Johns Hopkins University

  • Technical Support Analyst

• 

  Johns Hopkins School of Nursing

  • Baltimore, Maryland Area

  • Technical Support Analyst

    • Feb 2017 - Present
    • Baltimore, Maryland Area

    - Apart of a team that provides a broad scope of technical support for Students, Faculty, and Staff.- Main contact for purchasing Apple or Dell desktops, laptops, or tablets within SAP. Have a standard configuration that is normally purchased but will make recommendations based off of users Qualitative, Quantitative, Adobe Creative Cloud, or specific software needs. Comfortable and confident when placing large orders. - Re-stock cables, adapters, unmanaged switches, monitors, webcams, soundbars, peripherals, etc...- Image machines by utilizing task sequences setup within SCCM by Systems Engineer. After imaging the tracking solution clients Absolute Computrace and BMC Track-it are installed. - General on-boarding of employees: mapped drives, software/printers installed, appropriate permissions, etc-Enter information accordingly into our ticketing system JIRA, WIKI Confluence, password manager, or asset tracking BMC Track-it when necessary.- Experience with hardware replacement, data recovery, and backup solution GHOST.- Schedule and support video conferencing mainly with the application Zoom.- Assist with a variety of software to the best of my ability and knowledge. Will reach out to third party vendors if necessary. - Utilize Address Registration System to register for a Dynamic or Static IP addresses depending on circumstance.- Exposure in: Airwatch, Intune, Active Directory, Citrix, Pulse Secure, Confluence, Bomgar, Computrace, Bitlocker, SCCM, Qualtrics, Symantec Ghost, SAP, Pharos, Sharepoint, JIRA, Box, Zoom, MFA, BMC Track-it, macOS, Office Suite

• 

  Smart Computing Solutions

  • Annapolis MD

  • Junior Systems Engineer

    • Jan 2016 - Nov 2016
    • Annapolis MD

    - Apart of a team that provided IT support for 80+ small to medium sized business clients and over 800 end users. - Utilized various tools to properly diagnose PC issues, apply fixes, contact support when necessary, and elevate to higher techs when needed. - Answered a variety of calls throughout the day and properly assisted or routed the caller while maintaining a professional and courteous demeanor. - Ensured proper installation of laptops, desktops, docking stations, monitors, printers, and variety of third party software.- Have added/edited users in Active Directory, Exchange Management Console, and through Office 365. - Experience replacing memory, power supplies, hard drives, and SSDs. - Have accessed firewall to assign SSL VPN permissions, manage content filtering, monitor traffic, assign Wifi passwords, and various basic settings.- Setup of DATTO NAS devices and regularly monitored backups through partner portal and software. Also checked Windows Server Backups to external drives. - Have run Cat5/Cat6 cable in a variety of settings for Data and VOIP connections. Ensured keystone jacks, wall plates, and patch panels were properly punched down and secure. - Exposure in: Windows OS, Windows Server, Office 365, Office Suite, Exchange Management Console, Active Directory, Datto, ShadowProtect, VOIP Phones, Cat5/Cat6 cabling, Dell SonicWall, Dell Switches, Dell Rack and Tower servers, VMWare, Putty, Powershell, Linux, WinSCP, MacOS, Dell OpenManage, FileZilla, Salesforce, DNS