PROFESSIONAL SUMMARY:
6+ years of experience in Production Support, Cybersecurity, Business Development, Proposal Management, Program Management, Human Capital/Human Resource Management, Organizational Change Management, Operations Management, Contracts Management, Procurement Management, Finance & Accounting Management. Technical experience in IT Architecture, Engineering, Operations, and System Administration. Oracle, AWS, Azure, and private cloud environments in private sectors.
TECHNICAL SUMMARY:
Application & Languages:
- Virtual Network, Active Directory, Database Management, Identity Access Management, CloudWatch, Azure
- Cosmos DB, Azure Cost Management, Services, SQL Database,Microsoft Exchange Management Console, VPN, ServiceNow, Salt Stack, Virtual Desktop Infrastructure (VDI), SCCM, MS Intune,
- Service Now, , Database Management, Identity Access Management, , MS Intune, Blackberry Work, Blackberry UEM Client, Microsoft O365, CMDB, Cisco AnyConnect, Remedy, Azure, Azure DevOps, Confluence, SharePoint, Microsoft O365
- Operating Systems: Microsoft Windows OS, Mac OS
- Other: Cybersecurity concepts such as vulnerability and risk assessment, security controls, confidentiality, and incident recovery
PROFESSIONAL EXPERIENCE:
MSP in Maryland (2021-Present)
IT Production Support Analyst II
- Serve as technical liaison in IT with integration to Core systems and enterprise applications
- Serve as a support escalation resource for enterprise applications within the IT department
- Create, maintain, and utilize standard operating procedures for the operation, maintenance, and upgrades of applications including associated change management procedures
- Participate in incident response for issues impacting the operation of applications and work with other technical, product owners, and vendor technical support teams to resolve issues
- Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application(s)
- Collaborate with analysts, application developers, and system owners in the testing of new functionality, and interoperability of applications
- Developed and executed release management plans as part of application deployment projects, application updates and upgrades to ensure the application functions and operates per defined requirements and specifications
- Participated in root cause analysis to recommend product enhancements or other appropriate actions to improve productivity for both the business unit and IT department
- Assisted with the evaluation, testing, and communication of application software and services Lead IT
- Operations in performing system performance monitoring and tuning while coordinating with in – country and out of country System Administrators to ensure all technical procedures are meeting global standards
- Periodic Client sites visitation to ensure uninterrupted IT production.
- Provided Remote desktop support between various clients
- Installing and troubleshooting AutoDesk applications
MSP in DC (2018-2021)
Technical Support Analyst
- Provide Tier I/II contact and incident resolution to customers with hardware, software, and application problems in a Windows 10 environment
- Create and manage user accounts, schedule video teleconferences, and provide remote troubleshooting support to customers
- Implemented and maintained an Active Directory Environment, handling account creations and account management
- Troubleshooting tickets relating to Office 365, Skype and any issue after Office 365 installation
- Install Office 365, assuring that it worked properly and configuring office as well
- Mitigated Tier 1 and Tier 2 help desk requests utilizing Spiceworks/ServiceNow ticketing system
- Conducted migrations from Windows 7 to Windows 10
- A/V conference room set up.
- Remote Connections using SCCM
- Copier/printer set up/maintenance-toner change.
- Install and configure new software and updates
Verizon Data Center (2018-2018)
PC Technician
- Recording device/asset identification information.
- Uninstalling server hard disk drives.
- Scanning all devices to COEP scrap location.
Engineering Company (2017-2018)
Helpdesk Specialist/ AV Technician
- Provide technical support to customers in person, via telephone, and with remote support tools.
- Update deployment using PDQ deployments
- Record all activities through our ticketing system, Autotask and provide user account management in Active Directory (creation, deletion, permission and VPN Access).
- Setup, configure, deploy, maintain, troubleshoot and support computer workstations, printers, scanners, laptops, tablets, wireless phones and mobile hotspots devices.
- Image and setup desktops and laptops for users and perform backups and recovery
- Establish remote connectivity using Log Me In Rescue
- Responsible for imaging desktops or laptops or creating ghost image for the users
- Setup, operate, and remove AV equipment, chrome boxes, wireless microphones or LCD projectors for meetings.
- Consistently praised for communicating effectively with both technical and non-technical users.
- Known for excellent problem-solving skills and patience in dealing with frustrated users.
- Escalate jobs as required to ensure customer satisfaction at all levels
EDUCATION & CERTIFICATION:
- Associate in Procurement
- Google IT Support Professional Certificate
- CompTIA Security+ Certified
