SUMMARY:

• Eclectic yet professional being wif extensive experience in a wide range of technology functions, including systems analysis, network/security administration, hardware and software deployment, infrastructure support, programming, website design
• IT project management. Passionate about learning; assimilates new knowledge very quickly. Known for initiative, analytical and critical thinking skills, innovation, and quality orientation.
• Customer focused team player who’s equally effective as an independent contributor. currently hold a Public Trust Clearance wif the US Bureau of the Census.
• HardwareServers, Desktop and Laptop—Apple/Macintosh; Dell, HP, Sun, IBM, and Compaq;
• Tablets—iPads, Android, Nook, and Nexus; Phones - iPhone (ALL); Printers, Scanners—Xerox, HP, Epson, Fujitsu, and SAN/NAS - HP Arrays, Dell Blade Veritas Backup Exec
• SoftwareKofax, LiveScan, Oracle, Linux, Lotus Notes, MS Office Suite, Microsoft Publisher, Win Zip, Adobe Creative Suite 6, FrontPage, WordPerfect, Photoshop, SharePoint, and Windows. Number, Pages, Keynote, Final Cut Pro X, Adobe Creative Cloud, Pro Tools, Apache, Windows RDP, Juniper VPN, Cisco VPN Client, Symantec Corporation Software ALL, SAP, Salesforce, X/HTML, DHTML, CSS, XML, Dreamweaver, Crystal Reports, SQL Management Studio, Oracle, Control-M, Autosys, Solarwinds (Orion), CAMPIN/CHEC, ServiceNow, Remedy, SinglePoint,
• OS Mac OS, Win 7, Win 10, UNIX Server, Win 2008, Oracle, Linux, Solaris, VMware/Workstation/Player/Fusion/vSphere, Hyper V, VirtualBox, and Virtual

PROFESSIONAL EXPERIENCE:

Information Technology (IT) Specialist

Confidential, Suitland, MD

Responsibilities:

• Assist wif the installation, troubleshooting and technical writing for my team. Includes Remote Operation Site (ROS), National Processing Center (NPC), Call Centers (CC), Telephone Call Center (TCC) and those employees that are part of the Work At Home (WAH), program.
• Time is divided to assist on both Helpdesk side of CHEC and the ADSD Scanning Team to support Kofax, LiveScan and PaperStream applications and hardware. Provide technical insight to repair, configure and troubleshoot issues directly associated wif CHEC/CAMPIN system.
• Other applications and skillsets used on a routine basis include PowerShell scripting, Active Directory, Citrix(Receiver), and VDI.

Confidential, Charlotte, NC

Contractor

Responsibilities:

• Responsible for driving projects related to the integration of privileged account management into new environments.While in the middle of switching from previous organizational structure to new applications and customer solutions.
• Incorporated my way of organizational structure to accomplish businesses goals. Promoted automation of autantication services using ITSM methodologies and tools. Responded as a project lead on projects involving strong validation.
• Created and reviewed technical documents to accent frequent changes being made in business organizational structure. Responsible for status reporting as well as being able to interact and communicate wif both technical and non-technical audiences.
• Used applications such as SAP, SinglePoint 2.0, Office365/Skype for Business, and Salesforce. Responsible for managing all agents wifin worked shift. Self-motivating and responsible to work autonomously in a professional manner.
• Strong technical writing, client relationship and communication skills. Daily exhibition to deliver a powerful, positive experience for new & existing customers. Coordinated issue resolution efforts to ensure timely resolutions are met and customer satisfaction is upheld. Communicated issues and updates to clients, impacted project managers, and team members. Routine use of knowledge of Cisco functions, processes and capabilities. Ability to adapt quickly to changes in requirements and communicate across teams and clients.
• Oversees a variety of project activities which would include the documentation of project scope, tasks and dependencies identified, the creation and update of project schedules, the creation and follow-up on communication plans, the establishment of risk identification and mitigation plans, the creation and tracking of budgetary documentation and post project historical documentation. Responsible for managing projects while providing leadership and mentoring other team members wifin the organization and department. Exhibited excellent oral and written communication skills. Experience communicating wif all levels internally and externally, working exclusively wif international teams wif language barriers. Oversee Service Desk Agents in entire process of dispatching field engineers and troubleshooting various sites internationally.
• Created quotes for billing processing including entering Requisitions in SAP. Coordinate sites audits, field engineer visits wif both customer and affiliate, acting as liaison. Create technical knowledge base documents shared in SharePoint. Work is cross-functional, and tactical in nature.

IT Security Engineer

Confidential, Charlotte, NC

Responsibilities:

• Pride myself wif the opportunity received here to provide direct support to customers, business and IT staff for security related issues on a mundane basis. Worked wif ServiceNow, SIAM, WebMTracks, EAC/ECP.
• Assisted internal and external employees wif setup of their accounts in various portals and system software. Password resets, account creation, account verification and reporting in various software and applications.
• Proactively identify and drive opportunities for process improvement. Utilized excellent oral and written communication skills. Experience communicating wif all levels internally and externally. Utilized
• Experience wif Process Improvement, Self Service Portals, and KPIs. Ensured security capabilities were being used correctly at all times.

Technology Liaison, Desktop Support

Confidential, Charlotte, NC

Responsibilities:

• Used SQL Management Studio, Oracle, SAP, SharePoint, Confidential, Transmit Master, Crystal Reports 10, Spear 4i Technologies to carry out tasks and duties on a daily basis. Develops resource plans, work effort estimates, and project plans.
• Daily use of Technical writing skills. Works independently and receives minimal guidance. Set up Employee/Security User/ Equipment Accounts in Spear 4i. Program Modems via Ace Manager to work on 4G Cellular provided by Verizon.
• Programmed EEProm flash cards to work wif Sierra 4G wireless modems. Apply patches to modems via Ace Manager web portal. Create Reports via Crystal Reports in conjunction wif SQL Management Studio. Provide monthly reports after data mining, using pivot tables, charts in Excel.
• Assist Director and Superintendent in the overseeing of Maintenance Department, which include approximately 75 people. Write and execute business rules to run in conjunction wif Spear 4i. Technical writing to involve the creation of TSRs/PSRs for the purchase of new equipment.
• Created presentations and test website segments on Mac via Dreamweaver utilizing various HTML, CSS, XML functions/formats. Purchase and Image Bus Diagnostic Laptops wif Windows 7 and other vendor-specific software.
• Configure and test new equipment (using Windows 8, 8.1 and/or 10) for future use. Utilized MS Office Access, Publisher, Word, Excel, OneNote, Project, Visio, and Outlook for support of daily record keeping task, projects, troubleshooting, databases in conjunction wif Windows 7

IT Support Analyst

Confidential, Charlotte, NC

Responsibilities:

• Frequent troubleshooting and testing of new hardware upgrades and applications prior to implementing into production. Gained great knowledge of the following environments: Office Admin Center, Office365/Skype for Business, Salesforce. Developed resource and project plans.
• Managed the daily performance of computer systems. Installed and performed repairs to hardware, software, or peripheral equipment, following design or installation specification. Utilized Office365 in conjunction wif Office Admin Center and Exchange Control Panel to reset passwords, create and troubleshoot accounts.
• Exhibited my ability to work well both as a team and independently. dis position involved frequent customer contact and interaction thus requiring excellent people skills along wif the technical requirements. Assisted Legal Department wif file transfer and document separation pertaining to GE merger desisting. Develops resource plans, work effort estimates, and project plans.
• Responsible for working wif application managers to document data integrations, transport processes, data transformations and data lineage; create process maps and diagrams; and analyze and identify gaps between current processes and policies. Developed resource plans, work effort estimates, and project plans. Worked wif Lead Engineer when defining messaging strategies and direction for infrastructure system design, optimization, analysis and solution delivery. Manage user creation/deletions, permission delegations, set up of accepted domains and Address Book Policy enforcement in MS Exchange Admin Center. Create Public Folder, Shared Mailboxes and office resources in Exchange Admin Center for external marketing.
• Assist in the enforcement of Group Policies in management of Organizational Units and users in Active Directory. Responsible for unlocking, resetting and deactivating user accounts in Active directory. Create and Configure User and Domain entries in Proof Point. Manage user creation and deletion of user LDAP accounts in UNIX-based Email gateway, Proof Point server. Add Accepted Domains and Set up Domain in Proof Point Servers.
• Update existing workstations wif O365 Email Archiving/Data Migration. Configuring and troubleshooting email transport related technologies (SMTP, IMAP, POP3, etc.) as well as mail routing issues. Troubleshoot NDR issues to provide clients wif good mail flow in a timely manner. Configure email connectors in Migration wiz for Advisor offices to transfer legacy email to new email hosting accounts. Provisioned advisor office accounts to import Customer Data Elements (CDE).
• Utilized MS Office Word, Excel, and Outlook for support of daily record keeping task in conjunction wif Windows 7.

Support Center Analyst

Confidential, Greensboro, NC

Responsibilities:

• Frequenting these environments: Oracle 10g, Windows XP/7, WMPlus, Exceed, Order Manager, Supplier Portals, Dashboards, Toad, XML, InfraEnterprise8, Integrify, and the Cisco Softphone, was able to develop resource plans, work effort estimates, and project plans.
• Worked independently and received minimal guidance. Routine technical writing for Helpdesk Department.
• Set up Windows User Accounts & Mailboxes using Microsoft Active Directory and Exchange. Set up User Accounts on a routine basis for portals such as Order Managers, NT Accounts, Management Consoles, WMPlus and Exceed for customers such as Verizon, Boeing, Avaya, Siemens, Logitech, and more. Provide Technical Writing for the ongoing improvement of the ticketing system Infra.
• Use of base knowledge of C#, MS Active Directory, Exchange, and Windows Server 2000. Utilize ticket-generating software Infra. Constant usage of Remote Desktop and Dameware to resolve user issues.
• Responsible for troubleshooting via phone and remote support. Provide technical support in activities associated wif the identification, prioritization, and resolution of reported problems.
• Utilized MS Office Access, Publisher, PowerPoint, Word, Excel, and Outlook for support of daily record keeping and database-related task in conjunction wif Windows XP and Windows.

Support Center Analyst

Confidential, Winston Salem, NC

Responsibilities:

• Utilized the following applications: MS SQL Server 2000/2005, Toad, SQL Developer, PUTTY for UNIX, MS Office Tools, and SharePoint to work independently and receive minimal guidance while performing various duties.
• Some of which encompassed experience wif EPIC Hyperspace Installations for Healthcare facilities, including other software integrations. Basic knowledge of MS Active Directory, Windows Server 2003, 2008.
• Utilize ticket-generating software Remedy. Routine initiations of data migrations using Symantec Ghosting Software. Use intermediate knowledge to re-imaging both laptops and PCs for Physicians and other staff.
• Constant usage of Remote Desktop, SharePoint, Microsoft Software Center, and the mapping of network drives. Use of adequate knowledge of network port activation via Cisco portal.
• Serves as liaison to software/hardware providers and outside repair services for the purpose of conveying and/or receiving information. Knowledge of current standards and terminology used for LAN and WAN setup and optimization.
• Utilized MS Office 2010’s Word, Excel, and Outlook for support of daily record keeping task in conjunction wif Windows XP and Windows 7.

Desktop Support Specialist

Confidential, Winston Salem, NC

Responsibilities:

• While using the subsequent software tools and suites: WebSphere Portals, Lotus Domino/Notes, UNIX (HP/SUN/AIX), Oracle, Shell Script, Autosys, Control-M, and PowerShell, answer user inquiries regarding computer software or hardware operation to resolve problems.
• Referred major hardware or software problems or defective products to vendors or technicians for service. Entered commands and observe system functioning to verify correct operations and detect errors in Autosys and Control-M under UNIX platform. Had to oversee the daily performance of computer systems.
• Installation and configuring of Autosys applications in production, development and release environments. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Utilized MS Office 2010’s Word, Excel, and Outlook for support of daily record keeping task in conjunction wif Windows XP. Was required to participate in 24 x 7 on call rotation during after-hours, weekends and holidays.

Helpdesk Support Analyst

Confidential, Greensboro, NC

Responsibilities:

• While using the following software tools and packages: Passport, G-Site and SMS Ticket System, I provided servicing and repairs via phone and remote support. Provide technical support in activities associated wif the identification, prioritizing, and resolution of reported problems.
• Occasionally, I would of to involve use of problem management databases and halp desk system. Also, consistent troubleshooting of general problems under direction of a higher level of support. Escalated problems to that higher level of support as needed.
• dis included services that exceeded response time, repair time, lack of parts, and any other issue that could impact customer service.

IT Floor Support

Confidential, Winston Salem, NC

Responsibilities:

• Although hired initially to work as IMCW for Daycare Department, the company questioned my technical skills after solving their constant IT related issues repeatedly. Addressed all computer and printer-related issues by troubleshooting via email, phone and/or physical response in addition to case work-related duties. In regard to case worker duties, had to obtain all pertinent intake/review data concerning the customer’s family composition, financial employment and health status.
• Interacted wif customers and third-party verifiers, both verbally and in writing regarding explanation of program guidelines. Educate and direct customers on how to access services provided wifin the agency as well as external resources available. Accurately determine customer’s continued eligibility based on established timeliness for completion of reviews. Reacts to changes in household situations according to program standards Utilizes agency procedural guidelines in accomplishing work.
• Persistently aided clients in identifying and removing barriers to financial self-sufficiency. Because of my ability and desire to work wif many of my clients one-on-one, I still has a professionally close relationship to 45% of my clients as they still express their gratitude and appreciation for my works