Guru of multiple information system, providing expert customer service to clients via telephone
and email, implementing latest technologies.
Computer Skills & Experience
Provide resolution for desktop, laptop, & network connectivity. Research, analyze and diagnose
problems with client systems, including PC servers, peripherals and Windows, BSD Unix, Linux
and Macintosh wired & wireless networks.
IT Specialist administering and maintaining information technology systems to offices for the
organizations’ standard hardware and software network connectivity.
ee Business Solutions
May February Hunt Valley, MD
Help Desk Specialist
Assisted with customer issues concerning client companies’ video games.
Distinguished between issues in our software & the hardware on which it runs. When issues were
found to be hardware specific, redirected the customer to the proper company.
Baltimore Data Capture Center
March July Essex, MD
Keyed From Image Specialist
Interpreted handwritten information from US Census forms, reentered into computer
Sylvan Learning Systems
August March Baltimore, MD
Call Center IT Representative
Provided tech support for Windows based systems via VPN to corporate learning center and
franchisees. The majority of this work involved connecting or reconnecting franchisees with the
resources on the corporate network so they would be able to access resources on the corporation
Conducted handshake process for franchise center network keys for lesson units.
Was tapped to spearhead an audit of Earned Revenue Reports from franchise centers worldwide,
uncovering monies not reported to the company.
Maryland State Department of Education October June Baltimore, MD
Network Specialist I Temporary Contractor
Provided customer support to offices and field agents statewide.
Provided Tier I and Tier II support on site and via VPN
Initiated paperwork for service of hardware.
Daytoday work included, but was not limited to, resetting user passwords, moving & setting up
hardware in local offices, and assisting in remapping users’ network drives via VPN.
Malcolm Circle Apt D Phone
Cockeysville, MD Email: