Raymond Bowen
Randallstown,MD
Overview
17
17
years of professional experience
Work History
End User Specialist II (Contract)
Maryland State Department of technology
05.2022 - 03.2025
- Installation and maintenance of hardware such as printers, scanners, or other devices
- Maintenance of critical software for user support
- Installation of applications software and customization as required
- Troubleshoot and resolve issues with desktop/laptop/tablet/mobile device hardware, software, network connectivity, and other factors effecting systems operations and performance
- Ensure desktop computers interconnect with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems
- Install, test, and support new and existing software
- Assist in the completion and capture of physical inventory
- Maintain established SLA for ticketing system( ServiceNow)
Helpdesk Engineer
MoneyMailer
11.2021 - 10.2023
- Safeguarded company data with top-quality anti-threat planning and corrective action strategies
- Implemented remote troubleshooting techniques to solve common software and hardware issues
- Drafted and submitted system performance reports to supervisor
- Diagnosed and resolved faults based on technical knowledge and use of pre-scripted repair trees
- Managed IT functions to support hardware, software and network systems
- Resolved emergency issues quickly by maintaining organized spare parts inventory
- Documented troubleshooting procedures and updated system records in detail
- Guided customers through set up and safe operation of equipment
- Helped users via telephone to diagnose and triage problems
- Improved user performance by providing training in hardware and software use
Helpdesk Technician
Caremetx
06.2019 - 10.2021
- Provided technical assistance and support related to computer systems, software, and hardware
- Performed employee onboarding IT functions for new employees and contractors including setting up user accounts and computer logins
- Create technical documentation to include, but not limited to: Knowledgebase Articles, Work Instructions and User Guides
- Call Center/Phone administration and end to end troubleshooting
- Trained users on the use and best practices of using hardware and software
- Ordered and received hardware to corporate offices or employees home offices
- Managed service desk tickets through the ticket life cycle
- Worked with hardware and software vendors on troubleshooting end point system issues
- Supported the corporate onboarding and orientation processes
- Collaborated with IT Systems Engineers on projects and managing corporate system
- Served as the first point of contact for customers seeking technical assistance over the phone or email
- Performed remote troubleshooting through diagnostic techniques and pertinent questions
- Walked the users through the problem-solving process
- Gained feedback from customers to improve support and training methods
- Directed unresolved issues to the next level of support personnel
IT Help Desk Analyst(Contract)
T.RowePrice
01.2018 - 01.2019
- Support customers on the phone and via emails taking customer calls and responding to e-mail inquiries throughout shift
- Troubleshooting and diagnosis of technical issues
- Maintaining objectivity in effective problem resolution
- Escalating problems to Level II and supervisor based on department operations and procedures as necessary
- Handling all incoming technical support problems using Service Now’s ticketing system and other systems as required
- Assisting with the processing of customer software order
- Assisting in the deployment of remote users via Citrix
IT Consultant
Byte Right Support
08.2017 - 11.2017
- Provided the highest level of IT support to current and potential clients
- Installed and configure Microsoft Operating system to client workstations
- Utilized ConnectWise to provide customer with timely support
- Took lead in all walk-in customer It requests
- Assisted in the managing of Screen Connect accounts
- Performed weekly Onsite visits for customers
- Ensured all workstations were patched and had required updates
IT Consultant
Ease Technologies
02.2016 - 04.2017
- Created and manage virtual desktop environments using Cloud Workspace
- Provided professional IT support for all customers
- Maintained the patching and backups for client’s workstations
- Managed user accounts for cloud applications (Office 365)
- Assisted in Office 365 Migrations
- Installed and configured Microsoft Operating system to client workstations
- Provided onsite technical support for customers
- Created standard operating procedures for new methods that were implemented
- Provided timely support to all requested that were sent in the ConnectWise ticketing system
- Assisted in the troubleshooting of various operating systems (windows XP to 10)
System Administrator
Exceptional Software
12.2011 - 01.2016
- Creates and Manages user accounts using Active Directory on Windows Server 2003-2012
- Maintained Virtual Infrastructure using Vmware's VSphere
- Administered cloud-based MS Exchange server (Office 365)
- Created and updates IT standard operating procedures
- Created and deploys standard Windows XP/Vista/7/8 Images using Clonezilla
- Trouble shoots issues regarding web, application and file servers on Windows Server 2003-2012
- Managed IT Service desk requests using SysAid 8.X
- Provided timely and professional IT support for all internal customers
- Ensured the delivery of Windows, antivirus and other software patches and security updates
- Performed hardware inventory and decommissions obsolete equipment
- Assisted in virtualizing and decommissioning old servers
- Troubleshoots and configures VoIP phones and telephony system features
- Collaborated with HR to ensure the smooth deployment of new hires
- Installed, configured, maintained and supported MS Windows operating systems in physical or virtual/cloud infrastructures for corporate production and development networks
- Managed user and computer accounts in local directory servers and remote/cloud-based software systems
- Provided support for network and desktop printers, scanners, and fax machines
- Provided data and support for cost-benefit analyses of IT purchases
Sales Associate
AT&T Portables
02.2008 - 06.2008
- Completed sales functions in compliance with established policies and procedures and in a professional and courteous manner
- Maintained a high level of customer service by ensuring that merchandising/recovery is completed and that register, and customer service area is processing customers in a timely manner
- Assisted with the presentation of window displays, promotional presentations, and sales programs as assigned
Education
BS - Cybersecurity
University of Maryland Global Campus
Skills
- Hardware installation
- Software maintenance
- Team collaboration
- Problem resolution
- Attention to detail
- Remote support
- ServiceNow management
- User training
- Customer service
- Troubleshooting procedures
Timeline
End User Specialist II (Contract)
Maryland State Department of technology
05.2022 - 03.2025
Helpdesk Engineer
MoneyMailer
11.2021 - 10.2023
Helpdesk Technician
Caremetx
06.2019 - 10.2021
IT Help Desk Analyst(Contract)
T.RowePrice
01.2018 - 01.2019
IT Consultant
Byte Right Support
08.2017 - 11.2017
IT Consultant
Ease Technologies
02.2016 - 04.2017
System Administrator
Exceptional Software
12.2011 - 01.2016
Sales Associate
AT&T Portables
02.2008 - 06.2008
BS - Cybersecurity
University of Maryland Global Campus
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