Mark Anthony Oliva
Baltimore,MD
Overview
7
7
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer for the MDTHINK Project
Department of Human Services
Baltimore, MD
02.2022 - Current
- Drove desktop support initiatives for the MDTHINK Project, exhibiting proficiency in image creation and comprehensive configuration of new employee laptops, encompassing hardware, software, and VPN connections.
- Pioneered the development of Batch Scripts, effectively automating tasks to enhance efficiency in the imaging process, contributing to time and resource optimization.
- Championed key Special Projects, notably leading the Windows Domain implementation for MDTHINK, showcasing adept technical skills and strategic thinking.
- Assumed a leadership role in internal IT training, serving as the primary instructor for the team. Spearheaded training programs covering vital skills such as image creation, networking, and programming in Java and Python.
- Maintained a vigilant approach to enforcing MDTHINK standardized security policies, ensuring the utmost integrity and confidentiality of sensitive data.
- Demonstrated adept management of hardware assets, consistently optimizing inventory accessibility with JIRA Insight. Proactively initiated equipment orders to meet operational demands.
- Established collaborative partnerships with vendors, streamlining laptop shipments and coordinating efficient hardware repairs, fostering seamless IT operations.
- Exemplified proficiency in prioritizing and resolving IT ticket requests through the JIRA ticketing system, providing unparalleled technical support and troubleshooting to ensure optimal system performance.
- Played a pivotal role in the onboarding process for new employees, overseeing account access management and addressing diverse technical requirements with precision.
- Implemented secure data disposal protocols by meticulously wiping storage drives for offboarding employees, maintaining the integrity of confidential information throughout the employee lifecycle.
IT Specialist II - 40 Hours Per Week
State of Maryland Department of IT(DMI Contractor)
Annapolis, MD
02.2020 - 02.2022
- Demonstrated technical expertise by providing exceptional support to a user base of over 500 individuals spanning the Governor's Office, Department of Budget and Management, and the Department of General Services for the State of Maryland. Proficiently configured new employee workstations and laptops, ensuring the smooth integration of hardware, software, and peripheral devices, including Pulse Secure VPN connections.
- Took charge of domain management, adeptly handling settings, computer additions to the domain or Organizational Unit (OU), and user password resets for streamlined access control with AD Manager.
- Leveraged Bomgar Support for efficient remote assistance and troubleshooting, enhancing overall support capabilities.
- Enhanced operational efficiency by documenting repair processes and leveraging the Service Now ticketing system to streamline support workflows. Proactively analyzed and resolved network issues, contributing to sustained organizational effectiveness.
- Executed the setup of the Governor's Reception Room, deploying computers, projectors, and cameras for conference meetings, demonstrating a versatile skill set that extends beyond traditional IT support.
Computer Specialist II - 40 Hours Per Week
Maryland Correctional Enterprises - DPSCS
Jessup, MD
08.2018 - 02.2020
- Spearheaded comprehensive IT support for both PCs and printers, exhibiting proficiency in diagnosing and resolving hardware and software issues promptly.
- Orchestrated the seamless migration of over 150 users from Windows 7 to Windows 10, employing Symantec Ghost for a smooth transition.
- Took charge of the installation and administration of Network Attached Storage, including meticulous management of user accounts and permissions.
- Conducted thorough digital forensics using Autopsy Digital Forensics Software within prison systems, ensuring the detection and elimination of contraband on inmate computers, thereby contributing to a secure environment.
- Provided adept tier 1 support for the NEC VoIP phone system and managed fundamental AS 400 server administration, ensuring seamless communication and server functionality.
- Maintained Local Area Network (LAN) integrity and configured layer 2 Cisco switches for diverse MCE shops, optimizing network performance.
- Streamlined logistics by setting up and shipping IT equipment to different locations, collaborating with vendors to ensure optimal support.
Lead I.T./Field Technician - 40 Hours Per Week
Baltimore City Public School ( Midtown Contractor)
Baltimore, MD
06.2017 - 08.2018
- Delivered comprehensive user support services for a dynamic school district encompassing over 1000 users, ensuring seamless technology integration into daily operations.
- Directed and motivated a team of four technicians to deliver top-notch user support services across the entire school district.
- Expertly diagnosed and resolved technical issues related to Windows desktops and laptops, iMac and MacBook, tablets, computer networks, and printers, contributing to the smooth functioning of IT infrastructure.
- Empowered teachers and staff by providing adept assistance with Office 365, and executed regular backups of user profiles to safeguard critical data.
- Oversaw the setup and maintenance of computer labs, showcasing proficiency in software installations and LAN connections to optimize educational technology resources.
- Demonstrated commitment to exceptional customer service by promptly addressing support tickets and meticulously updating the Heat ticketing system, resulting in heightened customer satisfaction levels.
- Swiftly responded to support tickets with HEAT Ticketing System, enhancing overall customer service levels and fostering a positive user experience within the school district.
Education
Associate of Applied Science - Network Technology
Community College of Baltimore County
2018
Skills
Technical Skills
Windows Server Administration
- Hands-on experience in administrating Windows Server 2022, including installation, configuration, and maintenance
VMware ESXI
- Proficient in managing and configuring virtual environments using VMware ESXI, ensuring optimal performance and resource utilization
Active Directory
- Expertise in Active Directory administration, including user and group management, policy implementation, DC configuration
Ticket Management
- Experienced in handling and resolving issues through ticketing systems such as JIRA, ServiceNow, Remedy, and Heat, ensuring efficient communication and resolution workflows
Troubleshooting:
- Proven ability to diagnose complex hardware, software, and networking issues, ensuring minimal downtime
Scripting:
- Skilled in scripting with PowerShell for Windows administration tasks and automation, as well as Python for versatile scripting applications
Networking:
- In-depth understanding of TCP/IP protocols, IPv4, subnetting, DNS, and DHCP
Asset Management:
- Proficient in Asset Management using JIRA Insight, ensuring accurate tracking, maintenance, and optimization of IT assets
Soft Skills
Great Team Player:
- Collaborative and supportive, contributing positively to team efforts, and morale
Problem-Solving:
- Adept in identifying root causes, and implementing effective solutions
Time Management:
- Efficiently managing tasks and deadlines to ensure timely delivery of given tasks and projects
Adaptability:
- Quick learner with the ability to adapt to evolving technologies and project requirements by continuous self education
Key Projects
MDTHINK WINDOWS DOMAIN Implementation
-Contributed significantly to the strategic planning and implementation of the Windows Domain infrastructure for MDTHINK
-Designed and implemented tailored Group Policy settings, optimizing the Windows Domain environment for enhanced security and streamlined operations.
-Innovatively developed a PowerShell script with automation capabilities, enabling seamless auto-joining of users to the Domain. This efficient solution not only saved time but also contributed to the overall efficiency and reliability of the system.
DHS MDTHINK Image Creation and Architecture
-Spearheaded the creation and architectural design of the first DHS MDTHINK image, streamlining system deployment and ensuring consistency across the organization's desktop environments.
-Collaborated with cross-functional teams to identify requirements and implemented robust security measures to safeguard sensitive data.
State of Maryland Laptop Deployment and Remote Work Preparation
- Played a pivotal role in a time-sensitive project, partnering with state agencies to facilitate remote work capabilities for over 200 users across various departments.
-Successfully imaged laptops, installed essential software, and configured VPN connections, enabling seamless remote access for employees.
NAS Server Implementation and LAN Engineering for Maryland Correctional Enterprises
-Led the installation and implementation of a Network Attached Storage (NAS) server, significantly improving data storage and accessibility for three Maryland Correctional Enterprises sites.
-Engineered a Local Area Network (LAN) infrastructure to facilitate efficient communication and data transfer between interconnected systems.
Baltimore City Public School District Desktop Deployment
-Led a high-performing team of six technicians in the deployment of over 150 desktops to multiple schools within the Baltimore City Public School district.
-Ensured smooth project execution through meticulous planning, coordination, and proactive problem-solving, resulting in enhanced educational technology resources for students and staff.
Certification
- Cisco Certified Network Associate Routing and Switching(CCNA)
-Cisco ID: CSCO13585580
- CompTIA Security +
-Candidate ID: COMP001021109141
- CompTIA A+
-Candidate ID: COMP001021109141
- TestOut PC Pro
-Candidate ID: UVEAS
-Certificate ID: CVRSR
Timeline
Desktop Support Engineer for the MDTHINK Project
Department of Human Services
02.2022 - Current
IT Specialist II - 40 Hours Per Week
State of Maryland Department of IT(DMI Contractor)
02.2020 - 02.2022
Computer Specialist II - 40 Hours Per Week
Maryland Correctional Enterprises - DPSCS
08.2018 - 02.2020
Lead I.T./Field Technician - 40 Hours Per Week
Baltimore City Public School ( Midtown Contractor)
06.2017 - 08.2018
Associate of Applied Science - Network Technology
Community College of Baltimore County
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