Administrative Office of the US Courts-Washington

• Used the following software to complete the day to day operations; Remedy, Kace, Active roles/ActiveDirectory, Bomgar/ VMware horizon, Microsoft office O365, Cyberark, Infoblox
• Followed defined standards for the deployment of Windows Desktop Images
• Followed Windows 10 Standard Image deployment checklists and processes
• Followed post install checklists
• Worked with systems engineers/administrators to facilitate remediation of tickets/alerts.
• Reviewed deployment of existing systems and remediate to ensure alignment with standards where necessary
• Ensured that deployments conform to approved design standards following documented SOPs andWork Instructions

Desktop Support Analyst

Venetoulis Institute for Local Journalism

• Serve as the first contact with customers who need technical assistance via the phone, email, or chat
• Document customer interactions and Manage Help Desk tickets in a timely manner
• Perform troubleshooting using different diagnostic techniques
• Install, configure, and maintain computer hardware and software. MAC/PC
• Documents hardware and software updates.
• Assist with User and Group management in Microsoft 365 and Azure AD
• Consults with users to determine appropriate hardware and software needs and assists in placing orders.
• Assist with Inventory and Asset Management
• Assist with network troubleshooting and configuration
• Trains users on good Information Security habits and new software/hardware.
• Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.

Desktop Support Technician

Mindoula Health

• Plan and execute installation, configuration, maintenance, and troubleshooting of networks, software, iPhones, and other equipment as needed
• Perform Level 1-3 Help Desk support (including troubleshooting and problem resolution including support from 3rd party vendor
• Assist other technicians and IT team members with installation, configuration, maintenance, and troubleshooting problems
• Maintain infrastructure software/firmware levels - troubleshoot and fix problems
• Provide excellent client service while troubleshooting client issues via phone, remote tools, desk-side and e-mail on Windows OS networked enterprise desktop environment
• Contribute technical solutions to organizational knowledge base

AAMVA (American Association of Motor Vehicle Administrators)

• Provide technical support for onsite and remote users in a Windows 10 - O365 environment
• Respond to phone calls, emails, and tickets
• Ensure tickets are responded too and resolved in accordance with SLAs
• Follow up on tickets and ensure issues are resolved and users are happy
• Took part in a Windows 10/O365 migration for devices and users still on outdated machines

DC Office of Cable Television, Film, Music and Entertainment (OCTFME)

• Set-up and provide maintenance to PCs, MAC Computers and related hardware/software
• Help maintain hardware/software inventories
• Process software installation requests such as O365, Adobe CC, Skype for Business & more
• Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals,including mobile devices (iPhone, iPad, Android, etc.)
• Document, maintain, upgrade and replace hardware and software systems for desktop and Laptopperipheral equipment
• Support and maintain user account information including rights, security and systems groups
• Assist user's in the setup of Poly Comm Video conferences

Tech Support Specialist

PM Hospitality Strategies, Inc.

• Manage the day-to-day operations of the Corporate Support Center as well as 20 hotels properties 
• Manage, configure, and troubleshoot all hotel IT systems, including but not limited to, exchange servers, HSIA, television, CISCO IP phones, computer hardware, PMS systems, file servers, print servers, and reader boards
• Serves as liaison with brand IT representatives/support to ensure compliance with standards
• Ensure timely response and communication with hotel/vendors and brand support
• Participate in the management team acting as a strategic business partner will all organizational plans, concerns and decisions
• Implement processes and procedures that will result in lower accounting; payroll and purchasing transaction costs

IT Manager

IFC - International Finance Corporation

•	Visit users deployed to provide deskside coaching or support
•	Leave call back card if user is not available and call to schedule revisit
•	Attend daily status meeting to give team update of visits and issues and log information in       Excel spreadsheet on a daily basis
•	Escalate urgent issues to project team/ITC as necessary
•	Keep track of visits in database and work with Training Lead for updates to this database
•	Keep track of when trainings will be offered and promote website and training offerings to staff

Desk-side Coach

US EPA

•	Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced IT department member
•	Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
•	Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
•	Record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

IT Deskside Support Technician

WMATA

•	Monitor, test and troubleshot hardware and software problems pertaining to LAN connectivity to more than 4000 users on Windows 2000, Windows XP operating systems environment 
•	Troubleshoots cat 5 Network cable throughout WMATA facilities and wire closet terminal panels.
•	Recommend and schedule repairs when necessary. Provide end users with support for LAN-based in-house applications (PeopleSoft, Maximo)

Desktop Technician

The Madison Hotel

•	Safeguard  the integrity of the network architecture
•	Oversaw all servers (AS/400, Delphi, Micros, NT, CRS and the Inline 20/20 phone network)
•	Managed all component of the technical department including, PBX, phone and Micros systems.
•	Maintained all LAN and WAN connectivity for the hotel.
•	Ensured all computer and network problems were completed in a timely manner.
•	Responsible for all wireless access points throughout the hotel and generating access codes for client use.

I am a skilled Help Desk IT professional with a strong focus on delivering top-tier technical support and customer service. I excel in troubleshooting hardware and software issues, resolving technical problems quickly, and providing clear, user-friendly guidance to clients and colleagues. My experience allows me to handle a wide range of IT challenges, ensuring that systems run smoothly and efficiently. I am committed to continuous improvement, staying current with new technologies, and always ready to assist users with their IT needs.

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