Support specialist with 7+ years' experience managing and coordinating operations of various network systems, with a talent for analyzing problems, developing and simplifying procedures, and finding innovative solutions. Proven ability to motivate and work effectively.
Microsoft Server 20xx
Windows Deployment Services
MS Exchange 2013
Microsoft SCCM 2012
Storage Area Network (SAN) Management
Microsoft Office Suite 20xx
Knowledge of network essentials and concepts
Knowledge of server and PC hardware troubleshooting techniques
Tech Coordinator/ User Support Specialist, 04/2014 to 06/2015Frederick County Public Schools － Frederick, MD
Primary contact within the building for computer related systems Maintained labs and peripherals (printers, scanners, interactive whiteboards, student response systems, smart pens, etc.) Managed the PC and peripheral inventory and maintained inventory information on all school technology equipment Served as a resource regarding software on the network and maintained the management components of software chosen for use Scheduled and kept log of teacher and student use of computer labs (and shared technology equipment) to support school and county improvement goals Provided students and staff with software, hardware, and peripheral orientations as needed or refer them to the appropriate system resources Provided on-going first tier technical support on instructional desktop and laptop computers and peripherals Set up new instructional computers and peripherals Imaged new computers as well as existing PCs as needed Performed hardware and software upgrades as needed Provided teachers with support materials to facilitate their effective use of new hardware, software, and peripherals Assisted staff with FCPS resources such as e-mail, Employee Self-Service, etc.
IT Support Specialist/ Service Bureau Project Manager, 11/2012 to CurrentThe Crowley Company － Frederick, MD
Support of network and system services comprised of 25+ Windows based servers and 70+ workstations and laptops Managed systems including WSUS, Active Directory DS, Windows Deployment Services, File services (Share and Storage Management, DFS Management), GPO management, DNS, DHCP Managed Storage Area Network (creating, deployment and management of LUNs, allocating appropriate space, optimizing volumes) for archival preservation and digitization service bureau with a storage throughput of ~30 TBs/week Monitored SAN through Dell Compellent Enterprise Manager and created storage and replay profiles to maximize space and ensure data integrity Developed and managed data progression system to continually free space on SAN Maintained MS Exchange server; mailboxes, groups, security certs Migrated multi-domain network into a single domain using MS Active Directory Migration Services in a multi-OS environment increasing efficiency of resources and reducing system issues by 70% Setup and management of wireless networks; 802.11g, 802.11n, and 802.11ac Upgraded PCs from Windows XP to Windows 7, Windows 7 to Windows 8/8.1 and servers from Windows Server 2003 to Windows Server 2008, 2008 R2 to 2012 R2 Deployed and managed multiple servers using Hyper-V 2012 with various configurations Installation and setup of Windows Deployment Services and successful setup and capture of multiple OS images Ensured users have appropriate access to network services using GPO and Security Groups in AD Responsible for physical network cabling, labeling and documenting Production tracking of archival preservation and digitization jobs Tested hardware and software prior to and following update/repair to verify compatibility with network peripherals.
Lead Evaluation Support Specialist, 07/2007 to 10/2012Default Resource － Frederick, MD
Aiding consultant to the Director of Technology regarding network environment and stability Developed procedures and practices for testing reliability and stability of software components and interfaces for network environments Administered Desktop related functions including hardware and software set-up and configuration Performed troubleshooting on network connectivity, desktop configuration, printers connectivity, and network access issues regarding permissions Instrumental in the planning, development, and deployment of a new online business infrastructure Researched, tested, and documented results of online system enhancements pre and post-deployment Wrote, designed and produced testing scripts to communicate and validate expected results of programming developments to company custom build web applications Stimulated system problems to help resolve operating inconsistencies Designed detailed operating manuals for end-user use of custom web applications Facilitated end-user training to internal and remote personnel to enhance system comprehension Trained and managed 20+ team members and achieved significant improvements in their productivity resulting in above 90% target goals Led, organized, and assigned daily work to team using online platform and Microsoft Office Suite Monitored performance of remote personnel and the overall region through online infrastructure Contributed to policies and procedures development to instill quality, proficiency, and uniformity within office operations Refurbished laptops, desk stations, test stations, and various computer components Diagnosed hardware and software problems in Windows-based workstations Supplied hardware and software troubleshooting support for remote and local computer systems Coordinated with vendors and company personnel in order to facilitate on target expectations Researched new technology to recommend implementation Maintained logs related to network functions, as well as maintenance and repair records.
Senior Customer Service Representative, 11/2005 to 06/2007Wells Fargo Home Mortgage － Frederick, MD
Proficiently displayed above target times for call-resolution resulting in achievement of senior level Provided Internet support and general troubleshooting for online issues Supplied various solutions to customers for issues related to mortgage accounts and resolved general concerns while retaining a 99+% customer satisfaction rate Researched and resolved processing and origination errors of new loans Analyzed escrow accounts using proprietary online mortgage system to provide agreeable options to the customer Prospected sales of other banking products; home equity loans, insurance, accounts, and refinance to strengthen customer retention.
Associate of Science:Information Technology Computer Network Systems,2009ITT Technical Institute － Owings Mills, MDGPA: GPA: 3.6/4.0Information Technology Computer Network Systems GPA: 3.6/4.0
Active Directory, AD, banking, hardware, consultant, customer satisfaction, Dell, DHCP, DNS, e-mail, equity, network cabling, insurance, inventory, laptop computers, laptops, Director, materials, access, MS Exchange, MS Exchange server, Microsoft Office Suite, office, Windows Operating Systems, Windows 7, Windows 8, Windows, Windows XP, Migration, Enterprise, network, networks, OS, PC hardware, peripherals, personnel, policies, printers, programming, quality, sales, Storage Area Network, SAN, scanners, servers, scripts, software troubleshooting, teacher, technical support, user training, troubleshooting, upgrades, web applications, Windows Server