Help Desk Analyst 3, Support Lead / Project Support - TOWER FEDERAL CREDIT UNION - Laurel, MD
(2022-08)
Provide 24/7 white glove support for the Tower Board of Directors and VP staff
- Administered user accounts, security groups, and OU structures in a hybrid AD/Entra environment
- Lead MacOS & IOS support.
- Purchase, Image & Deploy Mac & IOS devices.
- Utilized Workspace one to configure deploy and manage IOS devices
- Created and managed IOS compliance policies through AirWatch.
- Create and Maintain group policy kick scripts for Mobile and desktop hardware.
- Utilized Workspace One to Create, Maintain & deploy security policies, configurations policies and DEP enrollment workflows for mobile devices.
- Manage device lifecycle, MFA, SSO, and role-based access in a hybrid AD/Entra environment
- Utilized Workspace One to administrate App Catalog.
- Utilize Fiserv to image & deploy Windows laptops.
- Schedule and perform monthly patching for win2019 following CIS standards.
- Addressing and removing Vulnerabilities & failed patches.
- Integrated MacOS into the Intune
- Document server changes and create CAB meetings,
- Configure SSO policies and AD/Entra integrations
- Tech Lead for MS365 migration
- Field Branch Support
Help Desk Agent 2, Mobile Support - 1901 GROUP LEIDOS - Washington, DC
(2021-06 - 2022-08)
Provide technical support & solutions for the entire SBA agency.
- Image & deploy government-sponsored laptops & IOS Devices.
- Utilize Intune to manage IOS inventory, MDM policies & cell phone policies & data.
- Managed Intune app catalog.
- Provide white glove tech support to administration VPS
- Utilize win2019 to manage SBA user accounts.
- Directly communicate with the SBA administrator to provide on-call Mac support.
- Handle escalated trouble tickets from tier 1 & tier 2 help desk calls.
- Utilizes ServiceNow Ticketing systems to document workflow to provide expedient support.
- Provide insight & counsel on MacBook migration
Help Desk Agent 1 - THE ATLANTIC - Washington, DC
(2019-09 - 2021-01)
Working under the legal department, providing white-glove technical support to 24 members of the legal team, in addition to full support for over 800 in-office & remote employees on Windows & Mac OS, Lansweeper, & Sophos.
- Managed network user accounts & secure network shares in Active Directory/AD Manager.
- Utilize Fresh service ticketing system to track & resolve open trouble tickets.
- Set up hardware, software, & accounts for new hires, & coordinate employee departures.
- Managed Google's Workspace environment.
- Provide hands-on support to executive suite
- Set up & maintained live events & remote conferences.
- Basic PBX telephone troubleshooting & basic VOIP maintenance.
- Employed creative solutions to solve technical issues for both Microsoft & Adobe products
Compliance / Fix Agent - MCCABE WEISBERG & CONWAY - Laurel, MD
(2019-02 - 2019-09)
Oversee the Firm's Compliance Program, functioning as an independent & objective overseer that reviews & evaluates compliance issues/concerns within the organization. Accomplishes compliance by determining accountability; communicating & enforcing values, policies, & procedures; & monitoring onboarding & orientation, training, & communication programs.
- Develop standards to track & monitor vendors.
- Develop compliance financial strategies by estimating forecasting & anticipating requirements & trends.
- Utilized Jira ticketing systems & Outlook to support 55 end users.
- Managed & Troubleshoot network hardware.
- Diagnosed & solved desktop hardware/software faults.
- Repair & configure desktop hard drives & graphics cards.
- Managed computer hardware inventory.
- Utilized LapLink to migrate files from Windows XP & 7 to Windows 10.
Billing Agent / SME - COMCAST CORP - Silver Spring, MD
(2017-12 - 2019-03)
- Utilized CSG (Corrente Services Gateway) to review past, present, & future billing invoices with customers, while explaining & researching any disputes or misapplied payment.
- Processed payments, payment arrangements, & trouble calls.
- Preformed disconnections & created new serviceable addresses.
- Troubleshoot Routers & cable equipment following ITG.
- Dispatch technicians to fix cable lines.
- Promoted to SME agent where they took escalated calls & provided CSG error support for over 200 agents.
- Maintained highly effective ACR metrics for 2 consecutive years.
Administrative Assistant - HOWARD COUNTY DSS - Columbia, MD
(2015-06 - 2017-08)
Involved in the daily operation of the Administration Division.
- Assist the immediate supervisor in the management of the agency's fleet, stockroom, mailroom & record retention program.
- Created & maintained a file system to better organize fleet mileage & maintenance schedules.
- Prepare trouble tickets to track and respond to facility requests.
- Assist IT with tier-one tickets such as system lockouts & outlook set up.
- Utilized active directory to create new user accounts.
- Aided in technology refresh & organized agencies paperless initiative.
