Experience

• 

  Howard Community College

  • IT Helpdesk Tier I Technician

    • Jul 2016 - Present

    • Resolve single sign-on challenges for field users (Personal Identity Verification (PIV) cards)Provides resolution for escalated service tickets• Works with clients to evaluate and solve technical problems• Network Administration including creating modifying and deleting user accounts, loading new software, and monitoring system utilization• Provide accurate information on IT products or services• Administered operational support, researched subject matter, organize and maintain all files for the operations • Preformed helpdesk duties, solve system log-in problems, prepared workstations, perform data entry, applications and network troubleshooting• Contribute to expedite problem resolution by giving in-person, hands-on support to Tier 3 personnel, when necessary• Follow up with customers to ensure issue has been resolved• Account access granting and/or disabling, across the board• Work with Active Directory to allows admins to manage and store information about resources from a network, as well as application data, in a distributed database.