● Team SME for Mac, Developer, and Mobility related issues ● Collaborate with 2nd and 3rd level teams to solve multi-user issues and perform tests of potential solutions and to work on company wide projects including upgrades and new system deployments. ● Manage stockroom inventory and local imaging to maintain stock requirements● Design, plan, and create processes for new support delivery concept for end user’s● Assist developers with complex questions related to their development environment and issues getting it to work under Capital One policy● Helped to open and train new techs at newly opened PowerUp Bars and the Service Desk relaunch● Create / update ServiceNow knowledge base articles as needs arise and changes are needed● Understand developer environments including Python, Ruby, Bash, Docker, AWS and other development and engineering systems.● Transition user from on-prem services to new Amazon and Google cloud systems

Perform monitoring and initial triage diagnostics of data center and CO-LO facilitiesUse Symantec NetBackup to monitor and perform tape library maintenanceMonitor and maintain virtual servers via Microsoft VMM and vSphere Coordinate conference calls between teams during emergency procedures Escalate problems per procedure to ensure solutions are quickly appliedPatch Unix and Windows servers as requiredPerform maintenance on NetApp data-stores for virtual serversMaintained IBM AS/400 mainframe system

Performed computer hardware and software upgrades compliant to existing standards Created remote user EOL procedure and process tracking system Responsible for on the phone support of users during transition Maintained information and data security throughout the transition in compliance with HIPPAPrepped units for return to vendor with approved data destruction processResponsible for keeping hundreds of assets updated in asset management systemUsed Microsoft SCCM to deploy and configure assets Assisted remote users in troubleshooting and fixing problems via WebEx Service Desk

Guided & informed customers of available services and recommended products that would help benefit their businesses. Performed virus removals, system restores, and hardware upgrades at customers requestWent to customer's residence to assist in installing new products or network upgrades. Performed advanced PC diagnostics using PC Doctor and other tools

PC hardware diagnostics and virus removal

Prepared, imaged and deployed more than 3000 desktops, laptops and MacBooks to 54 locationsImaged units using LANDesk Management SuiteInventory tracked and processed through TrackVia database. Created new system images per clients specifications

Prepared, imaged and deployed more than 3000 desktops, laptops and MacBooks to 54 locationsImaged units using LANDesk Management SuiteInventory tracked and processed through TrackVia database. Created new system images per clients specifications

Company I was contracted through while working at Bon Secours and Richmond Public Schools.

Worked at St. Mary's Hospital in a medical environment providing support in sterile surgical suites, patient rooms, and staff officesProvided desk-side support to patients, nurses, physician, and office staffUsed Heat help desk application to monitor and manage work ticketsDiagnose, repair, and image HP/ Lenovo PCs/laptopsDiagnose and repair HP and Lexmark printers, including full rebuildsAssisted network team on occasion to resolve network problems and new deploymentsInstalled Citrix clients to facilitate application deploymentLed the technical deployment of a specialized cooler status monitor/alarm system Used Microsoft Active Directory to manage user and PC accounts Used Symantec Ghost to facilitate deployments and major device updates.Supported over 9000 devices, local and remote, in an Windows XP/Vista environment

Monitor helpdesk PC/Printer troubleshooting, maintenance, and imaging Application maintenance and upgrades Setup & maintenance of network hardware; including some cabling