Emanuel T. Stevenson
Hyattsville,MD
Summary
Leading to obtain a position in a leading information technology group that utilizes my skills as consistent troubleshooter with great attention to detail. To continue growth in the IT field. Technical software, hardware and network problem resolution, making independent decisions also a Team Player. Proactive self-starter known to initiate process and system for overall improvements. Extensive knowledge of Windows operating systems. Problem analysis and solving skills. Attention to detail, and the ability to multi task. Demonstrated excellent written and oral communication skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Media Tech
City Of Hope IWC
Elkridge, MD
06.2015 - Current
- Oversee the use of various media equipment, including video, film, photographic and audio equipment.
- Oversee or operate highly technical or complex equipment, such as multi-media and computer projection equipment.
- May assist in training, scheduling, and distributing work of other staff, members, students, casuals and temporary workers.
- Coordinate equipment installation, maintenance and repair needs.
SR Desktop Engineer
Leidos
02.2023 - Current
- Technical support: Respond to client support requests, diagnose issues, and provide technical assistance.
- Hardware and software: Install, configure, and maintain hardware and software.
- Network troubleshooting: Identify and resolve network and connectivity issues.
- System upgrades: Install new hardware and software, and perform system reconfigurations.
- Security: Ensure the security of desktop computers and data.
- Inventory: Maintain an inventory of installed software and manage software licensing.
- Training: Train and guide staff on the use of hardware and software.
- Documentation: Document incidents, problems, and resolutions.
- US Department Of Transportation
Technical Support Analyst II
Cowan Systems LLC
Halethorpe, MD
09.2020 - 02.2023
- Support and maintenance of the desktops, laptops, IP phones, mobile phones, printers and peripherals on the corporate network.
- Support of the company's enterprise virtual desktop and application delivery software systems in conjunction with other members of the IT staff.
- Accurately log all support requests in the Ivanti Service Desk system. Acknowledge, troubleshoot and resolve all assigned tickets; escalate and follow through, when necessary, especially in system down situations.
- Responsible for creation, deletion and modification of user accounts and Microsoft O365 mailboxes.
- Maintain user accounts, groups, permissions, and licenses in Microsoft O365 and Azure Active Directory.
- Responsible to communicate all system related issues to IT staff through channels set forth by management.
- Facilitates moves, additions, and changes of computer and phone related equipment as required.
- Perform user profile data migrations and restorations.
- Maintenance of hardware and software inventory within the Asset Management system.
- Assist next level IT support staff as necessary.
Helpdesk Tech
Social Security Administration
Woodlawn, MD
01.2015 - 08.2020
- Provides Technical support first and second Level tier2 for supporting infrastructure.
- Work with OS Windows 7 and Windows 10. Active Directory Assistance. Password reset for users in Windows and Mainframe in addition, Complete Roaming Profile rebuilds and Outlook profile rebuilds when required.
- Provides guidance and direction to subordinates, including setting performance standards and monitoring performance actively train new hires.
- Responsible for answering helpdesk/IT related calls with problem solving solutions, and following up and closing tickets. Support internal end-users around the country and Global.
- Adheres to established documenting standards creating and investigating tickets along with following up with users and LAN support. Troubleshoot all applications. Diagnoses and resolves problems using documented procedures and checklists. Review and update Technical information into a knowledge base (KB) for guides and procedures.
- Provide problem reporting and resolution services to a wide variety of agency network customers for numerous LAN/WAN devices, system platforms, Commercial off the Shelf (COTS) software, and agency-specific applications and IT hardware. Familiar Microsoft System Center Configuration Manager (SCCM). Network knowledge and experience with IP Addressing, Active Directory, DNS, DHCP, HTTPS, TCPIP, and Permissions.
- Software and solutions used daily, Bomgar, Cisco any connect for VPN, AVAYA, CAPRS ITSM System, SKYPE, SMS, MS Word, McAfee Software.
Technical Analyst
Tek-Systems
Linthicum Heights, MD
09.2013 - 11.2014
- Contracted for Whiting-Turner Contracting Co.
- Installed, diagnosed, repaired, maintained and upgraded PC hardware and equipment.
- Troubleshoot problems areas.
- Provided end-user assistance where required.
- Imaged and deployed PC is to end-users at various locations.
Sales Associate
Radio Shack
Baltimore, MD
07.2013 - 09.2014
- Achieved personal sales and profitability goals by consistently engaging guests.
- Greeted every guest with enthusiasm and energy.
- Provided guests solutions in a friendly, confident and knowledgeable manner.
Information Technology Intern
Domino Sugars
Baltimore, MD
07.2013 - 07.2014
- Provided technical assistance to clients, from troubleshooting email to installing new software applications.
- Repaired Desktops and laptop computers for employees on-site and off-site.
- Imaged and deployed PC is to end-users at various locations.
- Resolves technical problems and answers queries by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Diagnoses, identifies, isolates, and analyzes problems utilizing historical database records. May route calls to product line specialists, application, or system support specialists. Maintains and updates records and tracking databases.
Rover
University Of Maryland
Baltimore, MD
11.2012 - 11.2013
- Tour around campus garages. Security when required.
- Assist Students and facility Staff with Roadside assistance.
- Resolves technical problems and answers queries by telephone or self-service ticket in support.
Photo Specialist/Customer service Support
Walgreens
Towson, MD
02.2009 - 02.2013
- Developed photo orders. Maintain and organized the Store with products and services.
- Help liaison and manage the photo sample process as it relates to our internal photo team as well as cross-functional partners. Work proactively with other team members to insure customer satisfaction.
- Operated the photo processing machines that print photos from negatives or digital image files.
- Opened and transferred digital files, photo printing, maintaining the printer and processing equipment. Responsible for delegating tasks to maintain the appearance of the store.
- Cashier for the photography lab.
Education
Training -
Baltimore City Community College
Baltimore, MD01.2014
Certificate in Information Technology -
Baltimore City Community College
Baltimore, MD01.2014
Skills
- Software
- Microsoft Office 365
- Windows 10
- Windows 11
- Troubleshooting
- Computer hardware
Certification
- HDI Desktop Support Technician (HDI), 05/01/25, C50606, Troubleshooting, Customer Service
- Introduction to Computers and Operating Systems and Security, 10/01/24, https://coursera.org/share/77296f332706f31d544d755fde5654df, Patch Management, Information Systems Security, Enterprise Security, Servers, Computer Systems, Operating Systems, Data Storage, Computer Architecture, Cybersecurity, Computer Hardware, Cloud Computing, Security Awareness
- Introduction to Networking and Cloud Computing, 11/01/24, https://coursera.org/share/a3bfded817e82fc288107e29ce45cda2, Network Security, Firewall, Cloud Computing, Virtualization, Network Infrastructure, Digital Transformation, Computer Networking, Virtual Machines, Network Monitoring, Artificial Intelligence and Machine Learning (AI/ML), Cybersecurity, Microsoft Azure
- Cybersecurity Threat Vectors and Mitigation, 05/01/25, https://coursera.org/share/731706df7230f86ef392981a1b65781a, Authorization (Computing), Threat Management, Network Security, Authentications, Active Directory, Encryption, Security Strategy, Identity and Access Management, Cryptography, Firewall, Threat Detection, Multi-Factor Authentication
Security Clearance
Maintain a public trust security clearance.
Timeline
SR Desktop Engineer
Leidos
02.2023 - Current
Technical Support Analyst II
Cowan Systems LLC
09.2020 - 02.2023
Media Tech
City Of Hope IWC
06.2015 - Current
Helpdesk Tech
Social Security Administration
01.2015 - 08.2020
Technical Analyst
Tek-Systems
09.2013 - 11.2014
Sales Associate
Radio Shack
07.2013 - 09.2014
Information Technology Intern
Domino Sugars
07.2013 - 07.2014
Rover
University Of Maryland
11.2012 - 11.2013
Photo Specialist/Customer service Support
Walgreens
02.2009 - 02.2013
Certificate in Information Technology -
Baltimore City Community College
Training -
Baltimore City Community College