• Responsibilities include entering and scheduling appeals for various Maryland counties for public assistance programs. • Scheduling hearing dates for appellants/judges and other court officials • Data warehousing using secured State of Maryland databases in accordance with state government regulations • Processing and responding to facsimiles/email regarding needs of both internal and external clients including withdrawals, postponements, continuances and other needs of all parties involved. • Adding and updating documentation to case files and filtering information using secure databases and verifying requests from all parties involved in cases. • Other duties and responsibilities as assigned

• Responsible for troubleshooting various issues with Credit card terminal devices MDB, Marshall and Pulse protocol for machine and device communication• Updating and tracking service tickets using Salesforce to log any relevant information about device functionality and history of symptoms• Testing devices with latest firmware and software and recording findings to be reported to developers to be implemented to other devices in the field• Coordinate with sales department, Finance Department, Setup department and onboarding department to calculate data for reimbursements, refunds on transactions, device replacement and confirming information on customer accounts• Continuously communicate with customers to help resolve more complicated issues with account and devices• Coordinate with team members to assist with proper configurations to use EMV feature with credit cards in the United States and Canada.

• Responsible for troubleshooting various issues within both TARIS and DLS computer systems in the Branch in accordance to State of Maryland procedures and protocol. • Procuring equipment from designated storage areas• Deploying Software updates in conjunction with both DLS and Taris teams in accordance with State of Maryland regulations and other state mandated protocols• Logging information and updating Maximo database with serial numbers and other tracking info for controlled inventory. • Troubleshooting MDOT Kiosk and CTM (Customer traffic management) system along with deploying, replacing and configuring parts as needed• Troubleshooting and maintaining printers in kiosks, counters, closeout stations and others for both Taris and DLS for various branches throughout the State of Maryland• Configuring all touch screens at both DLS and Taris stations including ELO, 3M touch screens. • Windows 7 to Windows 10 migration and subsequent application support and configuration in accordance with State of Maryland regulations

· Responsible for adherence to the upgrade process and procedures for both production and Non production environments· Monitor and manage Servers for errors, and updates, on Test, Q&A, and Production Servers. · Monitor and update tickets within the Oracle ticketing software· Take inbound technical customer support calls for the 3M HIS software solutions, which involves multiple client phone conversations to fully understand and resolve issues· Identifies and resolves customer software problems, software failures, and complex problems which require independent action to correct and/or prevent· Troubleshoot assigned 3M Software applications as well as interfaces (HL7, XML, etc.,) as well as Windows operating systems, network, and Citrix· Required to provide after-hours on-call support as necessary· Train existing staff on pertinent issues relating to OS, Citrix, Networking, etc. where necessary

• Establish and leverage relationships with School and county officials to provide exceptional user interface with latest versions of various programs and equipment• As required, performs periodic maintenance for all computer hardware and peripherals. Travels from site to site to deploy, repair, troubleshoot or replace electronic equipment.• Leads several high-level projects that include system support groups with program design to identify, communicate, implement, and resolve processing issues.• Impart knowledge gained through testing, certifications and other means to repair hardware, firmware and software on Baltimore County encrypted devices. • Provides internal clients with IT support by creating tickets and documents all activities in helpdesk ticketing systems via telephone, email or instant message using multiple systems in conjunction with other field technicians. • Deploy and install programs, drivers and other software through Alteris Deployment console to teachers, administration, students and other faculty in conjunction with updates to Supervision.

• Establish and leverage relationships with Executive Sales and operational stakeholders throughout the organization to build and maintain the client referral database. • Process, analyze and evaluate data records by accessing multiple online databases and resources.• Leads several high-level projects that include system support groups with program design to identify, communicate, implement, and resolve processing issues. • Manages daily reports of workflow through Access database, Excel, and internal systems.• Assists with creating and implementing standard operating procedures and training initiatives.• Provides internal clients with IT support by creating tickets and documents all activities in helpdesk ticketing systems via telephone, email or instant message.

• Wrote the SOP for the Logistics Department • Responsible for troubleshooting, maintaining, and providing training to install shipped credit card terminals to and from various customers.• Quickly respond to inquiries from vendors and associates, resolving complex logistical issues by accessing various sources of logistical data. . • Perform weekly, monthly, and yearly inventory counts and maintained inventory database. • Supports and maintains user account information including rights, security and systems groups.• Encrypting and securing all credit card terminals in accordance with Visa and federal regulations to secure payments from various vendors