Roy L. Tieuel Jr.
Baltimore,MD
Summary
Dynamic and career-oriented Information Technology specialist with a proven track record of delivering high-level technical support while maintaining professionalism. Expertise in planning, organizing, and directing activities within computing environments, including system hardware, software, and computer center operations. Technically adept at swiftly assessing situations to implement tailored solutions that align with business needs. Exceptional communication skills foster effective collaboration and problem-solving in high-pressure scenarios, ensuring optimal outcomes for all stakeholders.
Overview
27
27
years of professional experience
7
7
Certifications
Work History
Sr. Systems Administrator
Johns Hopkins University
04.2020 - Current
- Managed system configurations and upgrades to enhance performance and reliability.
- Reduced downtime with proactive system monitoring and timely issue resolution.
- Improved end-user satisfaction by providing responsive technical support and addressing concerns efficiently.
- Developed comprehensive documentation for IT systems and procedures, enabling efficient knowledge transfer among team members.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Evaluated software products to determine compatibility with existing systems.
- Diagnosed and resolved hardware and software issues.
SCCM Desktop Engineer
Occam Solutions (NIH)
03.2019 - 01.2020
- Build, configure and maintain Windows PC configurations
- Manage and administer client system infrastructure for Windows endpoints
- Maintain client hardware standards including client configuration and test new technology to improve computing environment
- Implement client-side applications and services that will provide new technologies for employees to improve their work experience, productivity and security
- Planning and administration of enterprise software including deployment and package management (e.g. Office 365, Windows 10)
- Maintain a standard Windows image for deployment by the support team
- Perform well-organized and timely deployments of application, major upgrades, security updates and patches
- Build and implement client quality and testing processes
- Drive client security model and best practices in an enterprise environment
- Work as the escalation point between different support teams for issues from a desktop engineering perspective
- Write scripts that automate application and settings distribution using internal tools
- Diagnose and investigate unique and complex systemic problems
- Collaborate and work with cross-functional teams to manage client systems as they relate to internal infrastructure
Senior Technical Support Engineer
FTI Consulting
03.2014 - 08.2018
- Works as a senior technology support advocate for the company. Acts as the senior liaison between office and systems integrators and/or vendors when appropriate.
- Provided technical support to C-Suite executives and support staff.
- Used Remedy and then Service Now for Incident and problem tracking and resolution on a daily basis also used Service Now to order hardware and software and track purchase orders to completion.
- Provided Inventory management by keeping track of all assets through out the supported offices via excel spreadsheet.
- Assigned 15 to 30 incidents a day to be resolved within SLA’s
- Provided end user support via phone, email and deskside.
- Provide senior level leadership within the IT group in the definition, documentation and implementation of appropriate processes and procedures to continuously improve the technology support within the company.
- Provide senior level leadership in technical projects including the design, development, documentation, analysis, creation or testing of computer systems based on user or system design specifications.
- Provide senior level leadership in the development and documentation for continuous improvements to all help desk, application and network administration and logistical aspects of providing the client care to all staff in the company
- Provide senior level leadership in maintaining an in-depth knowledge of all client care services and applications used in the company. Acts as a senior level advocate for the staff in the resolution of any and all computer-related problems or issues. Assists in writing, structuring, and organizing technical procedures.
- Provide senior level leadership in the configuration, installation and troubleshooting of software applications and databases on workstations, file and application servers.
- Configures and supports all department approved wireless devices.
- Maintains thorough understanding of video equipment installed in the office and can provide audio and video calling assistance for staff.
- Provide senior level leadership in maintaining in-depth experience with application software installation and use. Remains knowledgeable of, and experienced with using complex operating systems on workstations and servers, local networks, wiring schemes, wide area networks, LAN/WAN connectivity, and data communications protocols. Remains competent and has a thorough understanding of PC hardware components and company supported software, including messaging clients, web browsers and Internet, anti-virus software, office productivity applications, and time entry systems.
SCCM Configuration Manager
Insight Global (DELL)
08.2013 - 02.2014
- Support and troubleshoot SCCM operating system task sequences.
- Support and troubleshoot hardware driver configuration.
- Creating applications and packages in SCCM 2012.
- Support and troubleshoot 2012 site-to-site package distribution.
- Support and troubleshoot software updates.
- Run and Support application package QA via virtual servers and workstations.
- Work with teams, vendors, and consultants to determine the strategy for complex system changes, upgrades, and implementations.
Lead Tech Support/Senior On-Site Support Engineer
DSM ICT (Martek Biosciences)
07.2008 - 06.2013
- Act as the local extension of the DICT Service Desk.
- Take care of activities related to incidents, changes and assisting in problem investigations.
- Provide desk side services including installs, system configuration, hardware break/fix and advanced technical support.
- Provided Active Directory, Exchange, VMWARE and Windows Server Operating Systems support.
- Supported the Microsoft Office Suite of applications (Excel, Word, PowerPoint, Access, Outlook)
- Provided Application documentation (SOPs)
- Helped with the set up and configuration of the SCCM 2007 infrastructure.
- Packaged and deployed multiple applications via the SCCM system.
- The use of Microsoft Deployment Toolkit (MDT) in conjunction with SCCM to deploy windows 7 and XP over the network with a zero touch solution.
- Performed migrations from XP to Windows 7.
- Responsible for creating task sequences and automation for migrations.
- Desktop patching and deployment for OS via SCCM.
- Used Heat for Incident and problem tracking and resolution.
- Upgraded the Incident and problem tracking system (Track It!).
- Provided server support for over 20 virtual and physical servers.
Desktop Support Specialist
KForce (Navy ERP)
11.2007 - 02.2008
- Deliver high levels of customer service.
- Provide technical support for desktops, laptops, network connectivity and Citrix business applications.
- Provide desk side services including installs, system configuration, hardware break/fix and advanced technical support.
- Coordinated efforts with internal clients both on and offshore to implement a company wide upgrade of Windows 2000 Active Directory
- Analyze, diagnose and document reported issues and outages.
- Reset network and application passwords according to information security guidelines using active directory via Citrix clients.
- Used Heat for Incident and problem tracking and resolution.
- Troubleshoot Blackberry devices.
- Set up Blackberry devices to receive emails from exchange servers.
- Installed Blackberry software on laptops and desktops for synchronization.
- Installed VPN software on Laptops.
- Configured VPN software to connect to VPN servers.
IT Support Specialist
Vis.align (Erickson Retirement Communities)
01.2006 - 09.2007
- Assisted in the implementation and customization of an enterprise wide work order management system.
- Well versed in Visio flow charting.
- Able to develop and improve processes.
- Deliver high levels of customer service.
- Answer incoming technical support phone calls in a high-volume environment.
- Provide technical support for desktops, laptops, network connectivity, business applications, Citrix applications and voice-over-IP telephone systems.
- Configuration, testing, and implementation of group policy to effectively manage servers and desktops in Windows 2003 Active Directory.
- Provide desk side services including installs, system configuration, hardware break/fix and advanced technical support.
- Analyze, diagnose and document reported issues and outages.
- Determine severity, impact, and nature of reported issues.
- Enter pertinent information and updates of reported issues in Help Desk application.
- Reset network and application passwords according to information security guidelines using active directory.
- Used Heat for Incident and problem tracking and resolution.
- Provide assistance to other team members when needed.
- Troubleshot windows Mobile base Smart phones.
- Set up windows base smart phones to synchronize with exchange servers.
- Participate in project based activities including system builds, moves and installs, and other projects.
- Installed VPN software on Laptops.
- Configured VPN software to connect to VPN servers.
Support Center Agent
Johns Hopkins Hospital
05.2003 - 12.2005
- Primary contact point for JHMCIS customers seeking assistance with IS related problems.
- Used Peregrine Service Center for Incident and problem tracking and resolution.
- Reset network and application passwords according to information security guidelines using active directory.
- Assists customers as they gain access to authorized applications.
- Deal with solving problems encountered by others; work with people who have varied levels of computer knowledge.
- Perform basic network operations including backups, software distribution and problem isolation based upon reported errors.
- Utilize network, LAN and various system monitors to diagnose and troubleshoot problems.
- Work with customers to correct many problems of various types and level of importance.
Consultant
Tek Systems
05.2002 - 05.2003
- Managed and directed a technical helpdesk of 60 subject matter experts.
- Served as senior point of escalation for operational and support issues for the 60 member desk.
- Responsible for the reporting, monitoring and managing of all escalated critical issues.
- Defined and documented policies and procedures for troubleshooting all supported applications.
- Organized, prepared, scheduled and conducted training sessions on all supported host, web and proprietary applications.
- Coordinated efforts with internal clients both on and offshore to implement a company wide upgrade of Windows 2000 Active Directory
- Configuration, testing, and implementation of group policy to effectively manage servers and desktops in Active Directory
- Participated in the staff hiring, appraisal and professional development.
- Resolved difficult end-user issues escalated by subject matter experts
- Ensured adherence to daily processes and procedures, including call monitoring, troubleshooting, routing and closure.
- Provided technical support on multiple web, host and proprietary applications.
- Used the Vantive Ticket tracking system to record and manage service requests for a client base of 70 distributors.
- Assisted Coca Cola distributors of various skill levels with connectivity and data transmission issues within Windows 95, 98, 2000, XP, NT and ME.
Help Desk Support Analyst
Aetea Information Technology
01.2001 - 04.2003
- Supported a client base of 15 Mortgage service center clients in using the Maestro Loan Processing Software.
- Utilized SQL scripts to facilitate changes to the Maestro database
VSAT Technician
Hughes Network Systems
01.1999 - 05.2001
- Supported a client base of over 65,000 customers who utilized the VSAT and Direct PC Enterprise Edition (DPCEE) satellite network equipment.
- Oversee and participate in day to day Active Directory operations inclusive of administration and maintenance.
- Configured and tested General Motors Distance Learning Equipment, which included both audio, video and videoconferencing equipment.
Education
Bachelor of Science - Computer Science
University of Maryland Eastern Shore
Skills
- Windows Server 2012/2008
- System upgrades
- Program installations
- Technical support
- ITIL framework
- LAN/WAN/DHCP/DNS
- SCCM, 2007, 2012
- Windows administration
- Software/System Development Lifecycle
- Service Now/Heat/Remedy
- Citrix/VPN/Remote Access
- Active Directory management
- Desktop troubleshooting
- Hardware troubleshooting
- Hardware and software installation
- Linux certification
- CompTIA A
Certification
- HDI Helpdesk Analyst
- Microsoft Certified Desktop Support Technician (MCDST)
- System Center Configuration Manager 2007, 2012 Current Branch (SCCM)
- MCITP: Enterprise Desktop Support Technician on Windows 7
- ITIL Foundation – IT Service Management.
- Linux Essentials https://cs.lpi.org/caf/Xamman/certification/verify/LPI000607109/626hlmp4me
- CompTIA A+
Timeline
Sr. Systems Administrator
Johns Hopkins University
04.2020 - Current
SCCM Desktop Engineer
Occam Solutions (NIH)
03.2019 - 01.2020
Senior Technical Support Engineer
FTI Consulting
03.2014 - 08.2018
SCCM Configuration Manager
Insight Global (DELL)
08.2013 - 02.2014
Lead Tech Support/Senior On-Site Support Engineer
DSM ICT (Martek Biosciences)
07.2008 - 06.2013
Desktop Support Specialist
KForce (Navy ERP)
11.2007 - 02.2008
IT Support Specialist
Vis.align (Erickson Retirement Communities)
01.2006 - 09.2007
Support Center Agent
Johns Hopkins Hospital
05.2003 - 12.2005
Consultant
Tek Systems
05.2002 - 05.2003
Help Desk Support Analyst
Aetea Information Technology
01.2001 - 04.2003
VSAT Technician
Hughes Network Systems
01.1999 - 05.2001
Bachelor of Science - Computer Science
University of Maryland Eastern Shore
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