CERTIFICATIONS
Canon Certified, Dell Certified, Microsoft Certified.
EDUCATION
Communications, Morehouse College, Atlanta, GA 1989-1992
REFERENCES AVAILABLE UPON REQUEST
EXPERIENCE SUMMARY
A mid to senior level Support Technician with over two decades of professional experience in stand-alone, networked and remote accessed hardware and software installation and support, which includes support experience in educational environments. End-User Support skills include, completing service calls, network and desktop troubleshooting, and software upgrades. Infrastructure and Network Services include configuration, installation, testing, analysis and upgrading of network equipment and services. Provided clients with remote access to their network resources.
TECHNICAL WORK EXPERIENCE
12-23 - present Enoch Pratt Free Library Baltimore, MD
Digital Navigator
Teach technology classes in various branches in Baltimore's library system. Assist customers with technical issues (phone software, resumes, etc). Assist customers with Telehealth devices, oversee computer labs in branches, develop training materials for classes.
02-23 - 06-23 Henrico County Schools Richmond, VA
Long Term Board Sub
Taught technology classes for grades 6th - 8th at Fairfield Middle School in Richmond, VA, implementing the county's CTE curriculum.
03-22 - 12-22 Leavitt Group Enterprises Cedar City, UT
IT Contractor
Team member for national upgrade project for Insurance offices IT infrastructure. Updated existing workstations, rolled out new laptops and desktops, performed software updates, assisted IT Department in updated networking equipment and e-cycling.
02-21 - 06-21 GTN Technical Staffing Glen Allen, VA
Depot Associate
Temporarily managed IT assets for Magellan Health Services eastern region as company shifted internal structure. Responsible for configuration and deployment of computer and peripherals, warranty repair, inventory and e-cycling. PXE, SCCM, Windows 10, Dell Latitude, Microsoft Surface.
08-19 – 08-20 LTYC, Inc Baltimore, MD
Classroom Teacher
Responsible for creation of a technical curriculum and classroom teaching at middle school level (6th-8th grade) in Baltimore City Public School System.
09-18 – 08-19 Futuremakers Baltimore, MD
Lead Coach
Lead the implementation of unique project-based workshop plans based on a theme, which develop and evolve throughout the workshop duration. Gather data to coordinate roles, instruct, and assess project’s progress. Teach soldering, use of power tools, coding, and basic electrical component construction.
07-14 – 8-15 Apex Systems, Inc Baltimore, MD
Desktop Support Engineer
Desktop Support Engineer for Kohl's EFC Warehouse, which is regional distribution center for the company's online shopping website. Responsible for the imaging of desktop and laptops, repair and deployment of printers. Perform troubleshooting of RF guns and work with third party vendors to address hardware and software issues affecting workflow equipment on site.
06-12-03/14 Dominiontek, Inc Richmond, VA
Desktop Support Engineer
Desktop Support Analyst for two Baltimore City Public School System high schools, providing hardware support and consulting on technology purchases, inventory, deployment and repair for workstations, printers, document cameras, projectors and interactive whiteboards. Work with third party vendors and BCPSS engineers to diagnose and resolve hardware, software and networking issues. Provide training for faculty on software packages and hardware. Working with Windows 7, Windows XP, Linux, and Apple OS X. Certified in Smart Notebook software.
02/10-05/12 G & B Solutions Baltimore, MD
Call Intake Analyst
Call Intake analyst for the Social Security Administration National Service Center Help Desk, providing technical support for National and International Social Security offices. Perform troubleshooting via phone (Dell and HP Desktops, Dell and Fujitsu laptops) and remote access on Servers, Desktop workstations and printers. Worked with Windows XP, Vista and 7 on workstations and laptops; worked on Server 2003 and 2008 on Servers along with Ultrabac.
05/09-11/09 Technisource Baltimore, MD
Helpdesk Analyst
Help desk analyst for the Medstar Hospital system, providing technical support for several thousand users. Utilized Remedy, Active Directory and supported third party software packages specific to the healthcare industry (MedConnect, Invision, and others).
11/08 – 06/09 NiteWire Technical Services Baltimore, MD
Independent Contractor
Responsible for Data Recovery, hardware and software upgrades, new workstation and user setup, home networking, virus removal and various consulting duties.
04/07 – 07/08 Canon Business Solutions Arlington, VA
Digital Services Specialist
Member of the color copy team in the Washington, DC market. Responsible for the installation, configuration and repair of Canon ImageRunner color family copiers. Consulted with customers regarding networking of copiers. Tasks include maintaining
inventory of parts and ordering replacement parts for customers.
11/06 – 02/07 Lockheed Martin Information Technology/NetStar Fairfax, VA
Help Desk Specialist
Worked with transition group that moved and installed LMIT congressional client’s hardware into new offices. Upgraded hardware for workstation PCs; also upgraded software for PCs. Answered calls for LMIT helpdesk, assisting customers in troubleshooting various desktop related issues.
04/06 – 09/06 Allegis Group/Tek Systems Linthicum, MD
Help Desk Specialist
Provide desktop and application support for several customers for the Allegis Group Consolidated Service Desk. Ensure that infrastructure problems are resolved in a timely manner, such as network connectivity issues, printer problems, and desktop errors.
Help support multiple clients upon different network environments, such as Windows NT, 2000, and XP through the use of Active Directory (Microsoft).
Utilized Remote Desktop (Win XP) as our desktop remote control tool.
09/05 – 02/06 University of Maryland School of Medicine Baltimore, MD
IT Support Specialist
Provide desktop and network support to around 1,000 local and remote users.
Perform hardware repairs on multiple platforms such as Dell, IBM, Apple and HP.
Ensure that infrastructure problems are resolved in a timely manner, such as network connectivity issues, printer problems, and desktop errors. Help support multiple clients upon different network environments, such as Windows NT, 2000, and XP through the use of Active Directory (Microsoft). Responsible for performing data transfers when needed, and maintaining system backups. Utilized Remote Desktop (Win XP) as our desktop remote control tool. Help support email issues on Lotus Notes & MS Outlook.
Ensure that each workstation that is on the LAN, are running the most updated software, pertaining to Norton Anti Virus. Responsible for the analysis, support, and the implementation of pc applications. Provide application support for MS Office 2000, MS Project, Photoshop. Provide Remote Access support for telecommuters who dial-up, or access the corporate network via DSL, or cable modem. Support the Executive staffs’ wireless devices, such as Palm Pilot’s, Pocket PC’s, and Blackberries.
04/99 – 09/05 EMC Software Group, Inc. Rockville, MD
Technical Support Engineer 02/03- 09/05
Systems Engineer 12/00 – 02/03
Technical Support Representative 05/99 – 12/00
Testing and Configuration Work:
• Troubleshoot advanced support issues and act as intermediary between support and development for Legato DiskXtender, ArchiveXtender and EmailXtender applications. Log cases in Clarify and software issues in Clearquest.
• Work with various EMC hardware products (EMC Centera, EMC Celerra, and EMC Clarion) connecting to EMC HSM Windows products.
• Conduct quality assurance testing and document results on products that interact with Legato software- test configurations include setting up Windows 2000 Active directory network and testing with Microsoft Cluster Server. Also performed same tests with Windows NT test domains. Test applications include Microsoft Office 97, Office 2000 and Office XP. Test client platforms include Windows Oses.
• Conducted configuration testing with DiskXtender 2000 and Tivoli Storage Manager. Tested basic functionality within NT domain and Windows 2000 domain.
• Conducted compatibility testing with DiskXtender 2000 and Apple clients (iMac and G4 workstations). This included setup of Windows 2000 domain and the configuration of the Apple clients.
• Conducted compatibility testing with DiskXtender 2000 and EmailXtender with various anti-virus applications (Norton Antivirus, MacAfee VirusScan, Sophos Anti-Virus, F-Prot AntiVirus, Trend Micro PC-cillin), and Backup applications (Backup Exec and ArcServe).
• Conducted compatibility and performance testing with DiskXtender 2000 and various storage libraries (direct hands on experience with HP Optical libraries, Plasmon Optical and DVD libraries, Asaca DVD libraries, Kubota DVD libraries, NSM CD and DVD libraries, StorageTek Tape libraries, IBM Optical and Tape libraries, Sony Optical and Tape drives, DISC Optical Libraries, Pinnacle Optical Libraries, Pioneer CD and DVD Libraries, Exabyte Tape Libraries, ADIC Tape libraries, ATL Tape libraries, Maxtor MaxAttach Network attached storage, and SNAP Snap 4000 Network attached storage). This includes setup of library, updating of library firmware, calibration and troubleshooting routines on libraries, repair/replacement of drives, SCSI cables and cards.
• Setting up tests and troubleshooting customer sites that include the configuration of Windows NT and Windows 2000 (Active Directory and NT) users and security schema.
• Conducted Quality Assurance compatibility testing for DiskXtender 2000 and EmailXtender 4.2.
• Conducted compatibility testing with EmailXtender and Microsoft Exchange 5.5, Microsoft Outlook, Lotus Domino Server and Lotus Notes.
Consulting and Support Work:
• Troubleshoot advanced support issues and act as intermediary between support and development.
• Handle support calls for Legato/OTG Storage product line (DiskXtender, EmailXtender, ArchiveXtender and CDXtender). This includes phone support, email-based support, and web-based support (PC-Anywhere or WebEx). Clients are domestic and internationally based.
• Administer the FTP site for the Rockville Support group. This includes the maintenance of customer password list, and the upload of new applications, as well as assisting clients with downloading applications from the FTP site.
• Handle support calls for legacy DiskXtender clients (DiskXtender 3.2). Perform troubleshooting (using script, modifying security settings, recovering Databases from backup) on Microsoft SQL server 6.5 to remedy issues with DiskXtender 3.2.
• Handled legacy support calls for CDXtender 2.x.
• Handled support calls for ArchiveXtender Ascent Edition, and ArchiveXtender.
• Write troubleshooting documentation and knowledge base articles for supported products.
• Setup and maintained Windows NT testing domain for entire support department. Used PowerQuest drive image to maintain copies of test workstation configurations.
• Performed onsite installations and upgrades of DiskXtender 3.2, 4.x and DiskXtender 2000. Provided training for Legato/OTG clients. Onsite tasks include setup of DiskXtender server, setup of storage device (library, drive, nas), and configuration of device within DiskXtender, end-user testing, and training for Administrators.
• Performed onsite installations and upgrades of EmailXtender 4.x. Provided training for Legato/OTG clients. Onsite tasks include setup of EmailXtender server, setup of storage (via DiskXtender or otherwise), configuration of Mail Servers (Microsoft Exchange 5.5 or Exchange 2000, and Lotus Domino) setup of SQL server configuration, setup of Microsoft Internet Information Server, setup of end-user mail clients (Outlook or Lotus Notes), testing, and training for Administrators. This could also include the troubleshooting of Point Jukebox software for storage purposes.
04/97 – 04/99 Key Resources Inc. Walnut Creek, CA
Network Administrator
• Began stint as assistant to Network Administrator and was promoted when they left the position.
• Maintained all hardware for a NT network that included 3 sites, 4 offices, with 60-70 users and approximately 75 workstations and servers.
• Managed, configured and performed troubleshooting on software that included Windows NT, Exchange 5.0 Server, SQL 6.5, Great Plains, Temporary employee tracking software, Windows 95 and 98 desktops and laptops.
• Setup and maintained budget for said network.
• Oversaw and executed migration to Office 97 for entire network
• Created documentation for end-users and trained all employees on new software or during orientation.
• Assisted in design and served as Webmaster for company website, www.keyresources.com (created design for website in FrontPage and modified using HTML).