Markell Dailey Resume 2016 (1)

MARKELL C. DAILEY
202-270-7827 | MarkellDailey20@gmail.com
AREAS OF EXPERTISE
- Client Relationship
Management
- Network Administration
- System Implementation
- Troubleshooting & Issue
Resolution
- Technical Training and
User Support
- Rapid Ticket Response
Times
- Asset Management
COMPUTER SKILLS
- Microsoft Office
2000-2016
- Microsoft Virtual
Application
- SCCM
- Windows NT 4.0 –
Windows 10
- Microsoft Exchange
- Microsoft Deployment tool
kit
- Change Pro
- TCP/IP
- Symantec Endpoint
- Cisco AnyConnect
- Symantec Ghost
- Active Directory
- Imanage
- Litera
- Group Policy managent
- VOIP
- Windows server 2008 R2-
12
EDUCATION
- Bachelor of Science –
Computer Science, College
of Southern Maryland, 60
Credits Completed
CERTIFICATION
- CompTIA A+
CLEARANCE
- Public Trust
AWARDS
Customer Service Award
Solutions-focused professional with 5+ years’ experience providing client-focused technical
support to 500+ users. Demonstrated capacity to identify root causes and direct users to lasting
resolutions. Adept at articulating complex technical concepts to users of varying technical
understanding. Well versed in a variety of common operating systems, applications, and hardware
with a proven ability to master new tools and technologies quickly.
PROFESSIONAL EXPERIENCE
National Public Radio (NPR) Desktop Engineer 11/2015- Present
Engage in the operations and IT processes and project activities to include technical support, operations,
infrastructure maintenance, database administration, in-depth technical analysis, applications development,
documentation and project management.
• Performs Desktop Engineering functions, including desktop security, patching, scripting, package
deployment and system management.
• Create strategies for desktop deployments and software upgrades to include repackaging, distribution,
and rollback, utilizing low-bandwidth and zero touch methods.
• Provide Tier III- IV Level support to the service desk and desktop support team
• Provides IT Management with regular reports related to patching, deployments, asset inventory, and
software compliance.
• Act as the Project Lead on large and small scale projects and provide updates and reports to IT
Management.
• Installs, test, maintain and upgrade corporate anti-virus application, deploys Windows OS and
application security patches, hot-fixes and updates.
• Troubleshoot and maintain Apple computers in a Windows environment to include support and
maintenance of MS Office, Adobe Creative Cloud, and Parallels on Mac OS X.
• Mentor and develop junior Service Desk and PC Support Technicians
• Establish and manage relationships with consultants and vendors of information and telecommunications
technology.
• Responsible for managing the SCCM, WSUS and WDS servers.
• Create desktop and laptop computer image using Microsoft Deployment Tool kit and SCCM task
sequence to be used on PC’s and Apple products.
• Create Microsoft Virtual Application software packages to be deployed through SCCM 2012 r2.
• Utilize Active Directory for assigning user rights, group rights, managing security logs and managing
user accounts.
• Manage Group policy settings for the NPR domain. .
• Troubleshoot, diagnose, and respond to LAN/WAN issues as directed by the Network Team and other
points of escalation, i.e., Security Team, Business Systems, etc…
• Respond to critical equipment, software and network issues as part of an ON-Call Rotation (24x7x365).
Indus Corporation/Library of Congress- (Contractor) Desktop Engineer 03/2015 – 11/2015
• Received numerous accolades and customer service awards.
• Act as the team-lead for the Desktop/Applications Support Team.
• Plan the implementation of computer hardware, software and other equipment.
• Provide senior level support/direction for hardware and software rollouts.
• Administers beta testing of new products and provides recommendations according to the needs of the
business.
• Develop, implement and maintain Quality Assurance and Quality Control procedures to be used
throughout the Library.
• Develops and maintains images of PCs using SCCM.
• Oversee the implementation of desktop application patches and version updates.
• Install, maintain, upgrade and troubleshoot PC's, laptops, printers and other peripherals
• Integrate all network and desktop user applications
• Maintain an accurate inventory of assets.
• Setup and customize various handheld and other end-user computer peripherals and devices.

MARKELL C. DAILEY
• Adhere to and
support the IS
Service Level
Agreement which
articulates uptime
and performance
commitments to the
user community.
• Work with the
Senior Management
staff to determine
and implement
process
improvements to
further leverage the
Library’s
investment in
technology.
• Provide Emergency
support after hours
to resolve hardware
and software system
emergencies

MARKELL C. DAILEY
Digicon Corporation/Commodity Futures Trading Commission- (Contractor) 04/2014- 03/2015
Desktop Support Engineer
• Responsible for Tier 2 & Tier 3 support of Commission users in DC, NY, Kansas City and Chicago.
• Respond to requests for technical assistance by phone, email.
• Provide administrative support using Entrust Identity Guard two-factor authentication software and hardware for remote services
to include VPN and Webmail.
• Utilize Active Directory for assigning user rights, group rights, managing security logs and managing user accounts.
• Provide MS Exchange support for configuration of mail accounts i.e., providing “full-access”, “Send As and Send On behalf”
permissions to user’s mailboxes as appropriate.
• Troubleshoot, diagnose and repair multi-functional devices used for scanning and printing services.
• Log requests and incidents using BMC Footprints Ticketing and Tracking System.
• Provide Tier II Level team support for users in MS Office to include the establishment of Pivot Tables, legal document formatting
and creating complex forms and formulas.
• Communicates directly with customers to collect information regarding their requirements for software requests.
• Uses Symantec Ghost to create and deploy Windows images
• Troubleshoot, diagnose, and respond to LAN/WAN issues as directed by the Network Team and other points of escalation, i.e.,
Security Team, Business Systems, etc…
• Performs installation, maintenance, troubleshooting and repair of hardware devices
• Configure, troubleshoot and repair mobile devices to include administration of Blackberry Enterprise Server (BES) and Maas360
Mobile Device Management System (MDM) for Android and iPhone/IPAD devices.
Steptoe and Johnson 05/2014-06/2014
Desktop Refresh (imaging project)
• Create data backups of profile information using automated scripts
• Used SCCM to deploy desktop and laptop window images
• Installed firm applications such as iManage, Litera/ ChangePro, Innova, Microsystems
• Perform maintenance and upgrade memory on desktops and laptops
• Configure users in active directory to point to the updated domain
Consumer Financial Protection Bureau – (Contractor) 09/2013 - 04/2014
Senior Desktop Technician
• Responsible for Tier 2 and Tier 3 support for users in the DC, Chicago, San Francisco and New York offices
• Performs administration, creation, and deletion of users, groups, and policies using Active directory and responsible for managing
security permissions for file shares, directories and DFS structures.
• Utilizes Blackberry Exchange Server to deploy and provision handheld devices
• Provide Tier II Level team support for users with regards to MS Office usage questions to include the establishment of Table of
Contents (TOC), Table of Authorities (TOA) and various other legal tools within the MS Office environment.
• Assist Network Engineering and Network Integration Teams with testing, deploying, troubleshooting and upgrading network
hardware and software.
• Communicates directly with customer to collect information relating to their requirements for software components.
• Perform final desktop and laptop configurations to include the application of the image, installation of software and final QA
testing.
• Develop Automated Forms to ease common tasks and overall efficiency. (i.e...PC/Laptop Inventory, Loaner Laptop availability
and disbursement and other equipment forms) using Adobe Professional.
• Install, maintain, upgrade and troubleshoot PC's, laptops, printers and other peripherals.

MARKELL C. DAILEY
Digicon Corp/Commodity Futures Trading Commission – (Contractor) 07/2012 - 09/2013
Lead Desktop Support Technician
• Provide on-site, end-user technical support and maintenance (hardware and software) on all desktop systems,
printers, copiers and other peripheral devices.
• Active Directory, assigning user rights, group rights, managing security logs and assigning user accounts.
• Responsible for troubleshooting HP LaserJet & Ricoh printers. Used Ricoh service portal to track usage and
activities. Conduct schedule checks and maintenance. Replaced damage printer parts and assembled
•
• Respond to requests for technical assistance by phone, email and/or using a help desk management system
Footprints.
• Troubleshoot, diagnose, and respond to LAN/WAN issues per direction from Network team.
• Track issues to resolution updating the internal knowledgebase and/or communicating lessons learned with
relevant business units.
• Recommend, schedule and perform Window 7 upgrades when required, subject to approvals.
• Assist in the onboarding and departing process within agreed start and end dates.
• Keep track of physical inventory IT asset management and other within-scope tasks/projects as assigned by the
Task Monitor or Federal Government COTR.
Digicon Corporation/Defense Contract Audit Agency – (Contractor) 11/2011 - 0 7/2012
Helpdesk Technician
• Performed first-level hardware and software troubleshooting to include the diagnosis and repair of computers
and computer-related peripheral (central processing unit, monitor, keyboard, and mouse) hardware failures via
telephone in support of 4000 user’s on-site and remote network users.
• Managed and monitored customer service requests including problem escalation to ensure closure and customer
satisfaction.
• Provided input into the development and implementation of processes, procedures and standards.
• Managed infrastructure assets: IMAC (install, move, and change), vendor support agreements, software licenses
and keys, hardware leases, service contracts, asset inventory and labeling.
• Implement and maintain anti-virus and related software across the local site.
• Performed routine hard disk drive de-fragmentation and surface scanning functions to ensure optimal
performance is achieved.
• Used available support tools, technologies, and acquired knowledge provide problem resolution and proactive
problem detection.
• Obtained new skills appropriate for the role via Internet, reading and training
Aspire Corporation, 05/2010 – 8/2011

MARKELL C. DAILEY
Helpdesk Technician
• Provided technical support via telephone and email and log all customer calls into the Aspire Call Tracking
System (ACTS). Managed shipping and receiving of inventory to the different offices.
• Received and responded to incoming calls or e-mails regarding hardware, network & software problems.
• Developed troubleshooting procedures. Maintained installation documentation and how-to procedures.
• Supported development and implemented of new computer projects and new hardware installations.
References Available Upon Request

Markell Dailey Resume 2016 (1)

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