Experience

Leidos

• Software Development
• 400 - 500 Employee

• Computer Analyst

  • Dec 2019 - Present

  • Monitored system performance using Aternity Riverbed to conduct maintenance and perform troubleshooting and repairs as required. • Followed enterprise policies, standards and procedures for new and existing AD related technologies during migration and laptop/server refresh while using Druva to transfers data. • Support Employees working at Remote Sites (Wireless connectivity issues, VPN connectivity issues and Cisco Any Connect support) ensure laptops are encrypted per CMS standards • Successfully implemented impact analysis metrics to ensure Knowledge Base Articles (KBAs) are up to date and accurate base on CMS business functions. Conduct follow-up conversations to gather feedback and facilitate continued improvements by performing monthly review of KBAs by defined metrics. Present briefings to senior level management on IT operational and integration issues. • Recommended solutions for improvements pertaining to integrated IT and telecommunication systems by analyzing data sources and flow, and existing system interactions, to accurately define interface requirements. • Responsible for all MacBook deployments and setups to CMS end users and executives • Managed and advise lower level IT technicians on installing, configuring, and providing peripheral device support utilizing Microsoft Windows operating systems. • Collaborated with CMS managers to define and prioritize requirements to deliver IT related products and services. Assess stakeholder perspective, exchange ideas and provide advice to improve operational efficiencies. Conducted follow-up conversations to gather feedback and facilitate continued improvements. • Prepared for Leidos Management a variety of comprehensive status reports, management summaries, and briefing papers which identify problems, and assess the overall condition of work completed or in progress and outlined issues, solutions and all recommendations:



Consilio LLC

• United States
• Legal Services
• 700 & Above Employee

• IT Support Specialist/Desktop Support Engineer

  • Aug 2016 - Jun 2019

  • Support all network hardware and equipment, including routers, switches, hubs, firewall and IPS utilizing vendor provided managed services when necessary • Responsible for providing superior desktop support for the CEO, VP, CFO , CISO, and CFO. • Ensure configuration management is appropriate for all Information Systems (IS) software and hardware, including that change control requirements are documented and tracked • Manage Account Administration: Active Directory Users and Computers and Security Groups, Citrix AppCenter users and publications, VPN, Windows Server 2012 R2, Web applications, Physical Security (proximity cards). • Proactively monitor and respond to electronic tickets from internal and external clients for both trouble and task oriented issues, while providing clearly written documentation regarding the problem, task, and resolution • Ensure all systems are operated, maintained, and information is disposed of in accordance with internal security policies and practices • Resolve complicated issues involving AV equipment, Printers, Security Systems and Proximity key card systems, Cable management, while maintaining a clean and orderly IT storage area. • Responsible for attending meetings both locally, and via teleconference. Frequently meet with local vendors and contractors. Maintain a written spreadsheet of all current IT hardware. • Conduct user training to ensure systems security and increase user awareness



TEKsystems

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Multi-Client Analyst

  • Dec 2011 - Aug 2016

  • Provide overall remote training and support for several key accounts to include but not limited to Best Buy, Littler Mendelson Law Firm, Manatt Phelps & Phillips and Medimmune Pharmaceuticals • Access user's desktop to troubleshoot computer, install hardware equipment (power supply, CPU, RAM, Hard disk, Disk Drives, Network Interface Cards, Motherboards, PCI/AGP Cards) • Perform active directory object manipulation including password resets, profiles, distribution security groups and user account creation • Responsible to install and/or troubleshoot applications using Cisco WebEx, SMS, Windows Remote Assist, Microsoft Lync or Go2Assist • Install desktop software application, hardware, peripherals and configure Microsoft Outlook mailboxes remotely • Proactively monitor while documenting client activity via Remedy, Siebel, Salesforce, Service-Now, and CA ticketing software • Support proprietary firm applications (WorkSite+, iManage, MacPac, CommVault, AccuRoute, Biscom) and remote access tools (Citrix, Cisco VPN) in addition to mobile device support (BlackBerry, iOS and Android platforms)



Erickson Living Management LLC

• Baltimore, Maryland Area

• Network and Desktop Support

  • Sep 2014 - Oct 2015

  • Connectivity and networking support and troubleshooting in complex, multi-site LAN/WAN environment • Analyze and document reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process • Assist remote users in connecting via the Citrix application to connect to their network resources. Using the Cisco Call Manager administrator console. • Create voice mailboxes, manage mailboxes/extensions and reset passwords using Unity Connections. • Performed installation and configuration of all software applications; operating system and anti-virus updates. Troubleshooting and administration of Linux, Unix, Windows 7, 8, and Windows XP computers. • Remote assistance with installs, network configuration, system configuration, hardware break/fix and advanced technical support. • Responsibility for granting access to shared drives, adding group memberships, resetting passwords, enabling/disabling accounts in Active Directory. Responsibility for processing contractor access request and processing termination request from PeopleSoft team. Creating mailboxes, distribution list and granting rights in mailboxes using Exchange Management Console. Developed and maintained group memberships for shared drives in Windows Server 2010. • Create and maintain Service Desk documentation and intranet sites. Document solutions into Knowledge Base articles to improve future service delivery. • Deployed and installed hardware and software on desktops and All in one computer monitors. • Installed memory, hard drives, NIC cards, and video cards in desktops. Troubleshoot computer hardware and software. Maintained and troubleshoot routers, switches, desktop and laptop computers.



Omnilink Systems

• Software Development
• 1 - 100 Employee

• Technical Support

  • Aug 2009 - Sep 2011

  • Responsible for supplying front-line technical support, monitoring services, and world-class customer service • Work to define and diagnose issues by applying technical expertise, product knowledge, communication skill, troubleshooting methodologies and problem solving skills • Provide for the 24-hour monitoring and support of LBS devices and entities while maintaining a strict adherence to policies and procedures as defined by contractual Service Level Agreements (SLAs) • Participate in the creation of documentation and assist in the preparation of technical presentations for Omnilink staff designed to improve the technical capability of the team