Experience

Makro Technologies Inc.

• United States
• Staffing and Recruiting
• 1 - 100 Employee

• Desktop Support Analyst

  • Aug 2012 - Sep 2012

  Reston, Vrginia o Provided 2nd level desktop support to various Sprint retail stores. o Upgraded Sprint retail locations from a switched based - networking infrastructure to a broadband cable modem configuration. o Troubleshot point of sale equipment and upgraded software for credit card swipe machines. o Serviced and maintained Dell Wyse terminals and migrated Dell laptops and desktops from Windows XP to Windows 7. o Installed and troubleshot Microsoft Outlook and the Office 2010 application… Show more o Provided 2nd level desktop support to various Sprint retail stores. o Upgraded Sprint retail locations from a switched based - networking infrastructure to a broadband cable modem configuration. o Troubleshot point of sale equipment and upgraded software for credit card swipe machines. o Serviced and maintained Dell Wyse terminals and migrated Dell laptops and desktops from Windows XP to Windows 7. o Installed and troubleshot Microsoft Outlook and the Office 2010 application suite. o Successfully troubleshot various HP printer related issues. o Resolved support tickets either onsite or remotely, utilizing DameWare remote desktop software. o Performed scripted configurations of laptops and desktops with Windows 7 images. o Managed and implemented asset inventory for used and new computer hardware. Show less



SoftTech Consulting

• Belgium
• 1 - 100 Employee

• PC Specialist

  • Feb 2012 - May 2012

  Department of Labor o Followed best practices and security level agreements (SLA), when implementing laptop security protocols. o Received training for ITIL version 2. o Increased efficiency and prevented a costly upgrade by implementing a resolution for the printing of adobe documents for HP Laser Jet 1020 printers. o Wrote technical documentation of best practices to be included in an upcoming knowledge base. o Secured laptops by installing and configuring McAfee Anti-Virus Enterprise software.… Show more o Followed best practices and security level agreements (SLA), when implementing laptop security protocols. o Received training for ITIL version 2. o Increased efficiency and prevented a costly upgrade by implementing a resolution for the printing of adobe documents for HP Laser Jet 1020 printers. o Wrote technical documentation of best practices to be included in an upcoming knowledge base. o Secured laptops by installing and configuring McAfee Anti-Virus Enterprise software. o Updated, configured, and managed user accounts in Active Directory. o Performed scripted imaging of laptops for employees’ access. o Troubleshot various HP LaserJet 1020 printer related issues. o Maintained a record of daily communication of technical problems, ticket escalations, and remedial action taken. o Assisted users in troubleshooting Wi-Fi wireless connections for the Cisco VPN client. Show less



Accuvant

• United States
• Computer and Network Security
• 1 - 100 Employee

• Security Analyst

  • Oct 2011 - Dec 2011

  Hanover, Maryland o Explained and demonstrated how to use enterprise security products to both technical and non-technical personnel. o Provided remote consulting services via WebEx sessions to assist with implementation of multiple McAfee products, including ePolicy Orchestrator (ePO), Endpoint Encryption, and Virus Scan Enterprise. o Implemented and configured McAfee software (HIPS, Antivirus, and Endpoint Encryption) and intrusion protection systems (IPS) in enterprise environments. o Initiated… Show more o Explained and demonstrated how to use enterprise security products to both technical and non-technical personnel. o Provided remote consulting services via WebEx sessions to assist with implementation of multiple McAfee products, including ePolicy Orchestrator (ePO), Endpoint Encryption, and Virus Scan Enterprise. o Implemented and configured McAfee software (HIPS, Antivirus, and Endpoint Encryption) and intrusion protection systems (IPS) in enterprise environments. o Initiated support for McAfee authorized support customers, while following SLA and SOP processes - interacting with both customers and partners. o Tested McAfee software in a Windows Server 2008 and Windows 7 virtual environment, utilizing Oracle’s Virtual Box and VMware Show less



Erickson Living

• Hospitality
• 1 - 100 Employee

• IT Service Desk Analyst Contractor

  • Jul 2011 - Sep 2011

  Catonsville, Maryland o Supported several thousand internal and residential users nationwide, as well as corporate users and executive leadership. o Coordinated special projects to increase productivity and meet service level agreements. o Modified Access Control List (ACL) in Windows 2008 file server to secure key department folders. o Updated configured and managed user accounts in Active Directory. o Responsible for the creation of distribution list in Exchange 2007. o Worked closely with business… Show more o Supported several thousand internal and residential users nationwide, as well as corporate users and executive leadership. o Coordinated special projects to increase productivity and meet service level agreements. o Modified Access Control List (ACL) in Windows 2008 file server to secure key department folders. o Updated configured and managed user accounts in Active Directory. o Responsible for the creation of distribution list in Exchange 2007. o Worked closely with business analyst to resolve coding errors and restore software functionality to various proprietary and licensed applications. o Provided technical support for Windows XP and Office 2007. Show less



National Labor College

• United States
• Higher Education
• 1 - 100 Employee

• Computer Support Specialist

  • May 2009 - Jan 2010

  Silver Spring, Maryland o Installed Trend Micro anti-virus software, while configuring security patches. o Automated anti-virus scans to run at specific time intervals throughout the day. o Developed various cost cutting alternatives to avoid costly upgrades for computer and peripheral hardware throughout the campus. o Deployed images to desktop clients using Norton Ghost. o Utilized batch scripting to automate desktop functionality. o Utilized Active Directory to change parameters, create new user… Show more o Installed Trend Micro anti-virus software, while configuring security patches. o Automated anti-virus scans to run at specific time intervals throughout the day. o Developed various cost cutting alternatives to avoid costly upgrades for computer and peripheral hardware throughout the campus. o Deployed images to desktop clients using Norton Ghost. o Utilized batch scripting to automate desktop functionality. o Utilized Active Directory to change parameters, create new user objects and security groups, and implement group policies. o Managed the Avaya administration console to create new user accounts, setup voicemail, and configure changes to account parameters. o Connected and configured desk-side phone stations for new user access. o Provided technical support for Wi-Fi network access. o Assisted lead network engineer in performing Windows Server 2003 and Exchange Server 2003 maintenance, configuration changes and updates. Show less



Walter Reed Army Institute of Research

• Research Services
• 400 - 500 Employee

• Desktop Support Contractor

  • May 2008 - Feb 2009

  Silver Spring, Maryland o Installed and troubleshot Citrix virtualization software for end user set-ups. o Responsible for ensuring a firm compliance to DOD security procedures and policies, which included administration of common access cards, digital certificates, and digital signatures. o Adherence to HIPPA processes and compliance. o Installed and configured hard drives, network cards, and video cards. o Utilized Active Directory Users and Computers to manage user accounts, modify group policies, and… Show more o Installed and troubleshot Citrix virtualization software for end user set-ups. o Responsible for ensuring a firm compliance to DOD security procedures and policies, which included administration of common access cards, digital certificates, and digital signatures. o Adherence to HIPPA processes and compliance. o Installed and configured hard drives, network cards, and video cards. o Utilized Active Directory Users and Computers to manage user accounts, modify group policies, and perform password resets. o Performed all levels of hardware and software systems support for several hundred computers and dozens of printers. o Restored network connectivity among personal computers and printers connected to Cisco switches. o Resolved system related errors, issues, and problems among Windows XP and Mac OS 10.4 operating systems. o Supported Outlook 2003, 2007 and Entourage email clients. Show less



WR Grace

• Chemical Manufacturing
• 1 - 100 Employee

• Help Desk/Data Center Operator Contractor

  • Jun 2007 - Oct 2007

  Columbia, Maryland o Applied remote access tools: System Management Server, Net Meeting and Windows Remote Desktop Protocol (RDP), to remotely identify, analyze, and repair system and software errors. o Utilized Active Directory Users and Computers to manage account parameters and rest passwords. o Employed HP Data Protector to manage server tapes, initiate nightly backup routines and prepare tapes for Iron Mountain storage. o Assisted customers in troubleshooting Wi-Fi wireless connections for the… Show more o Applied remote access tools: System Management Server, Net Meeting and Windows Remote Desktop Protocol (RDP), to remotely identify, analyze, and repair system and software errors. o Utilized Active Directory Users and Computers to manage account parameters and rest passwords. o Employed HP Data Protector to manage server tapes, initiate nightly backup routines and prepare tapes for Iron Mountain storage. o Assisted customers in troubleshooting Wi-Fi wireless connections for the Nortel VPN client. Show less



Connections Education

• United States
• Education Administration Programs
• 100 - 200 Employee

• Application Analyst

  • Aug 2006 - Dec 2006

  Baltimore, Maryland o Spearheaded an initiative to provide web based software training by way of Macromedia Captivate to end users in tutoring facilities. o Accurately resolved software errors among proprietary financial and educational software. o Initiated VNC remote desktop technology to identify and rapidly resolve an array of Windows operating system related errors. o Investigated and escalated software errors to developers. o Performed general Help Desk related functions.



PHH Arval

• United States

• Help Desk

  • Jul 2005 - Jan 2006

  Sparks, Maryland o Modified SQL scripts to resolve failed authentication and website database errors. o Maintained and enhanced HTML code within internal PHH websites. o Provided comprehensive technical support for seven e-business websites. o Identified and recorded software flaws in mission critical applications and forwarded issues to the appropriate development teams. o Provided technical phone and email support for Windows’ desktops. o Performed general Help Desk related… Show more o Modified SQL scripts to resolve failed authentication and website database errors. o Maintained and enhanced HTML code within internal PHH websites. o Provided comprehensive technical support for seven e-business websites. o Identified and recorded software flaws in mission critical applications and forwarded issues to the appropriate development teams. o Provided technical phone and email support for Windows’ desktops. o Performed general Help Desk related functions. o Utilized the Remedy ticket tracking system for quick and detailed documentation of end users’ concerns. Show less