▪ IT Field Technician for Baltimore County Public Schools in the South-Central area▪ Ensures technology within Baltimore County Public Schools are operational to ensure quality learning interactions▪ Trains interns and technicians on official field technician processes and procedures, including how to operate between locations, interact with teachers, staff, and students, device replacement and repairs, and operating BCPS software▪ Acted as a Lead Tech to direct the reimaging of 10,000 devices system-wide during the BCPS ransomware attack▪ Supports 174 schools within the Baltimore County school district impacted by the Covid-19 pandemic in order to support virtual learning ▪ Assists in managing field technician teams during student device swap operations by leading and directing the contacting of customers that submit tickets, and preparing and replacing devices accordingly▪ Remotely resolves tickets that impact virtual learning by contacting students, parents, teachers, and staff assisting them with technical problems through the Cherwell ticketing system▪ Identifies device damage and part failures and communicates directly with HP to order replacement parts and devices

▪ Provided IT support to Baltimore County Public Schools by ensuring students’ and teachers’ devices are fully functional▪ Triaged and troubleshot devices to see what was the root cause of the device not operating▪ Repair 20 devices daily by replacing motherboards, LCD, antenna kits, speakers, audio boards, fans, etc., and testing the devices’ components are fully operational▪ Branded motherboards with the correct serial number, re-imaged the hard drive and downloaded drivers ▪ Recorded troubleshooting steps, problems with devices, parts orders, and repairs in Autotask▪ Installed and migrated users’ desktops for BCPS offices, and ensured printers, scanners, and cameras were connected and operating correctly

 Fulfilled 10-20 orders daily by building PCs, installing Windows 10, downloading newly ordered software, running updates, and packing up the PCs with all of its peripherals Used various shipping methods to fulfill client orders through Fedex Ground and Express Ordered new PC parts, servers, printers, scanners, etc. from companies such as D&H and NewEgg while maintaining inventory records using SAP Performed repairs on PCs that were sent back from customers and ensured full system functionality Used SAP to maintain customer order records, fulfill orders inquired through the online store communicated billing inquiries to the finance department

 Upgraded the office’s PCs from Windows 7 to Windows 10, ran updates, installed and ran software applications and configured system settings Migrated all user data to updated PCs and ensured system functionality  Provided desktop support for hardware, software and network-related issues

 Monitored the IT Service Desk Jira ticketing system during the nightshift of peak season Ensured computers are running smoothly by creating and maintaining connections to the network domain  Connected PC’s to the domain to access the network files, applications, drivers, and other crucial documents and resources Verified that printers are connected to the computers to ensure consistent workflow Created and set up new and current users’ desktop and laptops Activated and perform Windows updates, download, run and maintain software applications to support security and productivity Troubleshooted thin and thick clients, printers, and barcode scanners to restore system functionality

In training to become CompTIA A+ and Network+ certified.

 Create and upload 50+ Business Requirements, User Requirements, and Functions in ALM for Small/Mid Group in Salesforce Created GENO Table for Drug/Pharmacy searching for 93 objects within Salesforce for Large Group that sells insurance to companies having 200+ employees Participating with Consumer Direct to resolves a list over 100 issues on our log dealing with Account/ Contact errors and other issues within Salesforce Use CA Agile to track User Stories and Daily Tasks along with uploading old User Stories and Portfolios from Version One

 Retrieved carts from lot daily using organizational skills to keep the lot clean, clear, and carts accessible for customers.  Answered 100 customers’ inquiries weekly and helped navigate them to the appropriate department.  Ensured the disposal of trash at the close of business resulting in environmental safety and cleanliness. Assisted 100-200 customers weekly with loading and securing merchandise using technical and organization skills to ensure customer safety and prevent merchandise and vehicle damage.