Industry: Government Administration• Principal IT Support Engineer resolving a multitude of break/fix issues from the keyboard up to the Switch for multiple departments: Public Works, Parks & Recreation and other departments at City Hall and other City sites throughout Durham• Collaborate with Durham Television Network setting up the live-streamed Zoom Meetings for the City Council meetings and Work Sessions• Perform Windows 11 imaging for Dell desktops, laptops, rugged tablet devices and Microsoft Surface laptops• Activate and verify connectivity for Android smartphones, Apple iPhones and mobile hotspot devices• Configured VPN client software on employees' laptops enabling them to work from home or from any remote location• Troubleshooting and resolving a multitude of Windows 11 and Office 365 Enterprise issues; both software and network related• Perform IMAC (Install/Move/Add/Change) related tasks setting up laptops, desktop, IP phones as assigned• Interact with a wide range of complex personalities while providing high levels of service regardless of their hierarchy in the organization on a daily basis

Industry: Government Administration• Operated as the main IT Support for senior level employees: Project Managers, OperationsManager, Assistant Directors, up to the Director for the multiple divisions within General Services• Provided troubleshooting support for Dell desktops, laptops, in addition to activating and supporting Android smartphones, Apple iPhones and iPads• Participated in meetings with both senior Project Managers and 3rd party vendors offering direction from the IT perspective and best course of action • Configured VPN client software on employees' laptops enabling them to work from home or from any remote location• Worked with Cyber Security when addressing VPN connectivity issues with vendors in addition to teaching vendors how to spot suspicious e-mails deterring phishing attacks• Worked with vendors contracted to monitor the City's Business Systems ensuring they are up-to-date • Performed IMAC (Install/Move/Add/Change) related tasks setting up laptops, desktop, IP phones as assigned• Authored documents on how to resolve typical connectivity issues in addition to addressing more complex incidents to mitigate any possible impacts

Industry: Government Administration• Operated as the liaison between the City and 3rd party vendors providing their network hardware and Internet Telephony services • Installed and provided troubleshooting support for Cisco IP Phones at City Hall and at other City sites• Traveled to other sites throughout Durham evaluating the environment, conducting site surveys, gathering data for special projects from Public Affairs when assigned• Participated in weekly meetings with vendors, analyzed and compared ratio of open tickets, ran checks for SLA violations and worked to normalize tickets to acceptable levels

Industry: Government Administration• Performed Deskside support for a multitude of IT issues from the keyboard up to the Switch for multiple departments within City Hall• Performed Windows 10 imaging for Dell desktops, laptops and Microsoft Surface laptops• Configured VPN client software on employees' laptops enabling them to work from home or from any remote location• Performed troubleshooting and resolved a multitude of Windows 10 and Office 365 issues; both software and network related• Performed IMAC (Install/Move/Add/Change) related tasks setting up laptops, desktop, IP phones as assigned• Interacted with a wide range of complex personalities while providing high levels of service regardless of their hierarchy in the organization on a daily basis

Industry: Construction• Operated in an unsupervised capacity providing Windows, Office 365, desktop support in addition to supporting 200+ employees at other office locations: Cleveland, OH | Richmond, VA | North Charleston, SC• Traveled to construction sites to resolve various break/fix and connectivity issues for the field workers• Installed CradlePoint 4G LTE modems in job trailers as "stopgaps" until permanent Internet connections were installed• Re-imaged desktops and laptop ensuring they were built to Donley's company standards• Performed various IMAC (Install/Move/Add/Change) related tasks setting up laptops and cubicles for new employees as assigned• Maintained a high ticket resolution rate• Troubleshoot various hardware from Dell Laptops, Surface Pros with special emphasis on iPhones and iPads• Developed and implemented methods to reduce company spending by re-deploying equipment• Maintained inventory of laptops, inspected returned laptops and verified if fit for re-deployment or disposal• Provided guidance and instructions for employees on how to perform anti-virus scans, safe Internet conduct and spotting suspicious e-mails to deter phishing attempts

Industry: Cloud Computing• Provided phone and e-mail support for customers using a range of Citrix products: ShareFile, Citrix Virtual Desktop and RightSignature• Successfully configured various Citrix desktop tools and explained to customers how they integrated with Windows and Microsoft Office• Documented software bugs and escalated them to the Development Team to create fixes for resolution• Created step-by-step instructions for customers to manage their Share File Accounts• Assisted with training new agents when requested by managers• Provided Windows troubleshooting support for customers and fellow employees• Maintained a high case resolution rate• Maintained a high 83% Net Promoter Score with excellent feedback from customer surveys

Industry: Construction• Provided Windows and Office 365 support via phone and e-mail for BMC’s employees and its subsidiaries: Stock Building Supply, VNS Corp and Robert Bowden Inc.• Guided employees on how to install MobileIron on their smartphones and tablets for receiving company e-mail• Used Bomgar to troubleshoot and resolve various Windows and Office 365 issues for remote employees• Resolved various issues with Active Directory: password resets, employee account setup, reconnecting computers to the AD Domain• Maintained a high ticket resolution rate• Assisted employees with backup and restoring their data• Educated employees with best practices for PC maintenance including anti-virus and malware protection

Industry: Healthcare• Conducted account related support for Members who were enrolled in their employers' Flexible Spending Account program• Coached members regarding their rights and responsibilities for their accounts in accordance to IRS guidelines• Provided training to members to being self-sufficient when navigating PayFlex’s website for submitting claims• Provided Windows troubleshooting support for members as well as fellow employees• Learned new concepts of the Healthcare system from speaking to a variety of people nationwide

Industries: Aviation and Aerospace• Performed Deskside support in addition to Layer 1 and Layer 2 network troubleshooting up to the Switch for over 400+ employees in Honeywell's three main divisions: Corporate, Home Business Solutions and Aerospace• Oversaw the Windows Imaging and PC refresh process for laptops and PCs according to Honeywell standards• Performed IMAC (Install/Move/Add/Change) related tasks setting up laptops and offices when assigned• Participated in acquisition of COM DEV International with the migration their old Lenovo laptops to the DELL standard within the targeted time frame• Traveled to the new ON1i site to be the "eyes and ears" for the NOC Team; installed Cisco routers, NASA's JLAB server rack and other Network Layer 3 tasks when requested• Reclaimed and returned leased equipment to Dell and saving the ON0R site thousands of dollars monthly• Assisted employees with backing up and restoring their data• Created step by step instructions for Office 365 tasks and shared with staff and other employees• Maintained very high ticket resolution rate• Assisted external vendors when on site, setting up in the Main conference room and connect to the secured Wireless LAN• Designated as the site liaison and worked with external organizations that had OLAs (Operational Level Agreements) with Honeywell• Designated primary IT support for COM DEV International, a leading manufacturer of satellite technology designed for outer space

Industry: Airline• Operated in a mainly unsupervised capacity providing in-house support for computers, flight displays, check-in kiosks and other terminal equipment routinely in an airport• Performed Windows re-imaging for flight displays, kiosks and PCs then redeployed where needed throughout the airport• Inspected desktops, displays and other equipment if deemed fit for redeployment or disposal• Performed various IMAC (Install/Move/Add/Change) related tasks setting up PCs and terminal equipment at the airline counters as assigned• Maintained a high ticket resolution rate • Performed daily maintenance for the printers and kiosks replenishing paper and ink levels when necessary• Assisted with training new System Admins when requested by managers• Assisted passengers with check-in, print their boarding passes then directed them to airport security screening• Helped airline agents with defusing irate passengers as needed at the check-in counters• Collaborated with the security teams in keeping the Ottawa Airport a safe and friendly environment for its passengers and employees

Industry: Firewall Security• Provided support for customers worldwide using Check Point Firewalls and Nokia IP Appliances• Guided customers with configuring their firewalls in distributed or stand-alone environments• Provided customers best practices on networking and firewall maintenance for optimal security• Engaged in remote troubleshooting various configurations: site-to-site VPNs, clustering, management stations, software blade issues and upgrades• Used VMware to replicate customers' firewall environments• Assisted with training new agents when requested by managers• Gained new experience with firewalls, networking, virtualization and the opportunity to interact with different people around the world

Industry: IT Managed Services• Provided support over phone and e-mail for over 15,000 employees at Sempra Energy (San Diego Gas & Electric and SoCal Gas)• Resolved numerous connectivity issues with Windows and Microsoft Office suites 2003 - 2007• Educated employees on how to use their RSA key-fobs tokens for VPN access• Engaged heavily in Active Directory troubleshooting and resolving various account related issues• Maintained a very high ticket resolution rate• Assisted with training new agents when requested by managers

Industry: IT Managed Services• Provided support over phone and e-mail for over 8000 employees of Intuit Software across the U.S• Resolved numerous connectivity issues with Windows and Microsoft Office suites 2003 - 2007• Became the expert with resolving email issues on the Blackberry Enterprise Server• Educated employees on how to use their RSA key-fobs for VPN access• Engaged heavily in Active Directory troubleshooting and resolving various account related issues• Maintained a very high ticket resolution rate• Assisted with training new agents when requested by managers