Christopher Bates Email & Phone Number

Germantown, Maryland, United States

Germantown, Md

• Engaged in Designing, Administrating, Implementing, Troubleshooting, and Analyzing the IT System Center Infrastructure• Created OS Deployments, Application Packaging and Distribution, Patch and Driver management, Task Sequences, Event Monitoring, Performance Tuning, and Automation• Provided operational support for all SCCM day to day activities• Implemented policies and procedures surrounding the security and access of all SCCM functions• Created and maintained reports for patch compliance and system audit data• Adhered to strict policies, processes and procedures as a Contractor to the United States Department of Energy• Assisted with the execution of projects related to SCCM, Active Directory and SQL• Identified potential shortcomings or inefficiencies in the operating environment and drove improvements

Washington, Dc

• Manager of the Service Desk for the contract supporting the Small Business Administration Headquarters, managing 8 tier 2 technicians• Worked to create strong standards and collaboration between Contractor and Federal IT assets• Accomplished raising the on-time SLA average from 65% to 85%• Designed a system encouraging SOP creation resulting in doubling the Knowledge Base available for all technicians• Collaborated with System Administrators, Network Operations Center technicians and Security Operations Center technicians to refine processes to deliver the highest level of customer service• Increased productivity of the Tier 2 technicians by 100%, bringing the average ticket resolution from 4 to 8 per day per technician while increasing positive Customer Satisfaction Survey averages• Aided in the re-creation of the SCCM task sequences, streamlining the imaging process and creating a one touch solution for the Service Desk technicians

Rockville, Md

• All duties performed in a fast paced medical environment for Adventist Healthcare• Active Directory management, including GPO implementation, object sorting for proper security and general cleanup of AD• SCCM package creation in VBScript for automated push to systems companywide• SCCM image development, testing and distribution• Microsoft Windows update/upgrade testing across all system environments with an emphasis on maintaining compatibility with a large scope of software• First line of testing and development for new hardware and software requests• Active consultant for Field Service Technicians aiding in larger scale and increased difficulty Remedy tickets

Rockville

• Team leader as hired for all deployment and upgrade projects in the Adventist Healthcare chain of hospitals and offices, managing a team of 3-5 technicians during any given project• Installation and configuration of Microsoft based systems through SCCM imaging software• Upgrading of laboratory computer systems with an emphasis on proper back-up protocols and minimum system downtime• Help desk ticket troubleshooting as needed to support the staff at Shady Grove Adventist Hospital• Several software and hardware upgrades and adjustments across many departments and locations.• Ongoing project deployments as scheduled through Anthelio and Adventist Healthcare

• Initial office network setup including each end-user’s system and all office printers• Exchange email upgrade migration with complete emphasis on full backups and minimal server downtime• Installation and maintenance of required security software for all user’s desktop/laptop systems• Creation of company’s cloud service for backup and storage including training on its use to each employee• Technology consultant for new hardware and software acquisitions• On-call support for all troubleshooting, repair and maintenance in both a local and remote capacity• Supporting use of all MS Office products, MS Windows products and Apple OS systems

• Initial office network installation in regards to Cisco routing, switch and static printers• Office IT Support Technician maintaining 4 locations via on-site and remote assistance• Support and maintenance of Windows based systems on multiple platforms• Implementation of Web and Phone conferencing with related maintenance and support• Management and monitoring of system backups and data storage redundancy• Support of a Wealth Management Team through market research, data entry and analysis of charitable organizations for allocations of monetary donations • Tracking, maintenance and inventory control of all IT equipment

Germantown, Md

• Evening Operations Supervisor managing 20+ employees• Wired/Wireless network implementation and maintenance• Installation and configuration of Microsoft based systems • Account and database management as well as training staff on implemented systems• Audit tracking of accounting data to monitor monthly sales to metric company goals• Coordination of group bookings for business groups, sports teams etc.• Front line tech support/troubleshooting for the hotel’s telephone systems

Gaithersburg, Md

• Notebook and Desktop hardware/software computer support for off-site contract managers, technical troubleshooting and customer service• Logistical management of new software and hardware distribution to IBM contract managers, tasked with determining necessity and for IT resources• Responsible for managing customer consulting contracts, front line customer service and records/data maintenance• Research of software development and vulnerabilities of implemented programs, deployment of critical updates and training on latest software version releases • Building, configuration and maintenance of physical hardware systems (desktop and laptop workstations)