SUMMARY:

To establish a challenging position in Information Technology, with a corporation in management, measurement, systems and engineering support. Where my 19 years of comprehensive senior systems analyst and governmental executive experience will assist to promote, achieve and support the company’s growth and future.

TECHNICAL SKILLS:

Hardware: Dell Computer Systems & Laptops(E6400 & E6410) Desktops (OptiPlex 760s,Optiplex GS62), Dell tablet ST Compaq Computers & Laptops, Toshiba Laptops, HP Computer Systems and Gateway Computer Systems, HP EliteBook 9470 & 9480 laptops, HP 6470 & 6480 Xerox and Samsung Printers, Samsung tablets, Scanners, Modems, Routers, Switches, RJ 45 Cables, Blackberry’s, iPhone, iPads, memory, hard drives, motherboards, NICs: Intel, heat sinks, LAN, WAN

Platforms: Microsoft Windows 7, Microsoft Windows 8, Windows 10, Windows Vista, MACS, Linux and UNIX, iPhones, iPads, Blackerries

Productivity Suites: Corel Suite 12 - Standard & Legal, Office 365, Microsoft Office Suite 2013,, Microsoft Suite 2010, Microsoft Suite 2007

OS Features: GPO, Active Directory, Telnet

Software: Configuration Manager/SCCM, Microsoft Exchange Cloud Microsoft SharePoint 2010, Adobe Acrobat, SQL, Oracle, Agile, Microsoft Project, Skype for Business, Avecto Privilege Guard Client, Windows McAfee EPO, Active Directory Client, Juniper Networks, DRA Informs, Power Shell, Remedy Help Desk Agent, McAfee Help Desk Agent, DK Help Desk Agent, Quick View Plus, Paradox, GroupWise, Cheyenne Anti-Virus, Etrust Anti-virus SMS Remote Access, LANDesk, Citrix, TCP/IP, HTML, Internet, Intrusion Detection System (IDS), Symantec Endpoint, Point Sec 5.x, Black Ice 7.02, Proventia 3.6, Cisco VPN Client & ITAMS 5.1 & AT&T Dialer, LexisNexis, Summation, Westlaw, Trial Lawyer and Paradox, Live Scan, Microsoft Exchange 2008, Mainframe(Rumba), HP Service Center, Wavelet Scalar Quantization, AP Test Manager, SAP, Windows Software Center, AirWatch, BES Server

PROFESSIONAL EXPERIENCE:

Project Migrations Analyst

Confidential

Responsibilities:

• Enterprise scheduling for Confidential clients.
• System Implementation
• Project Lead on testing of Windows 10 and Office 2016
• Chronicle weekly migrations, deployments and imaging concerns.
• Conduct and moderate weekly progress meetings
• Imaging, software and package deployments
• Desktop Engineering - scripting and testing images with various hardware to include Microsoft Surfaces Lenovos, MACS, Dells and HPs.
• Service Level Agreement compliance
• Root Cause Analysis
• Client Relationship Management

Systems Analyst

Confidential, Bethesda, MD

Responsibilities:

• Performed advance calibration and accommodation through proper handling, routing and resolution of break/fix (troubleshooting) problem incidents, service requests and IT infrastructure projects in an enterprise environment.
• Thoroughly assessed client’s contingency through proper analysis by making sure the client is back in their traditional state.
• Imaged and reimaged laptops, desktops, tablets and POS systems.
• Supported the following OS structures: Windows 7 and Windows 8… in testing phase of Windows 10 on Dell, HP and Samsung hardware.
• Project Management focus: Served as deskside project lead for the implementation of the new Enterprise Hardware Software request structure.
• Testing focus: JAVA Testing using Agile Test and AppsWatch for web application testing and SQL Profiler for Oracle(Hyperion) and Khalix Database testing
• New Hire and White Glove Executive Training.
• Technical Migrations (Including hardware and software upgrades).
• Microsoft Office 2013 Deployment
• Active Directory administration
• Group Policy
• SQL server Hyperion & Horizon support
• SAP Spectrum support iPhone, iPad deployment and support\AirWatch administrator.
• Blackberry support\BES administrator.
• Bloomberg and HedgeServ support.
• Laptop, tablet, and peripheral allowance pool.
• After hour support.
• Client resource training.
• Standard Operating Procedure authoring and modifying documentation.
• HP Certified…enabled me to replace hard drives, motherboards, RAM, fans, NIC cards, heat sinks and other hardware.
• Adhering to Service Level Agreements.
• Instrumental in ITSM process problem management, change management, and customer management.
• Teamed with the appropriate support areas (server administration, engineering and DBA support) to ensure software/patch distribution goals are remediated within the required timeframe.
• Maintained security on enterprise laptops as McAfee Endpoint Protection administrator, as well as deploying McAfee Endpoint Encryption through SCCM… along with MEE registering and agent check-ins.
• Computer remediation, ensuring that all active systems are free of vulnerabilities.
• Ensuring customer engagements result in 100% customer satisfaction by providing quality, courteous, reliable timely responses to all clients, Remedy ITSM incidents and requests.
• Maintaining Service Level Agreements, (SLAs) and Standard Operating Procedures (SOP).
• Fostered teamwork and idea-sharing, by collaboratively developing ideas, plans and solutions while gaining commitment to shared goals.

Systems Support Analyst

Confidential, Laurel, MD

Responsibilities:

• Furnished Level II and Level III support by analyzing and diagnosing various software and hardware issues, in a Microsoft Windows XP Professional and transitioning Windows 7 environment.
• Examined and resolve client issues through SCCM Configuration Client, as well as desk side…with a customer service approach.
• Balanced connectivity via VPN Citrix & remote access.
• Created, added and modified client accounts, exchange mailboxes, distribution lists and public mailbox folders in Active Directory. Set up Public Shared folder requests.
• Reset client account credentials.
• Composed Mainframe (Rumba) accounts. Reset Mainframe credentials and execute data sets.
• Imaged and configure workstations and laptops for the client community.
• Trained new users and current users on the different images used on desktop
• Recorded and Q&A incident through and HP Service Manager Client.
• Run Outage, Q&A & Analyst reports . Transpose Oracle Time Entry Client credentials.
• Traveled to various depot satellite offices to install, diagnose, configure, train and resolve desktop issues with a customer service approach
• Set-up Blackberries on EES Blackberry Exchange server
• Setting up activation code for Blackberry new users on Exchange and on the device itself
• Training for new Blackberry users/clients.

Virtual Private Network Systems Analyst

Confidential, Landover, MD

Responsibilities:

• Provisioned as a Level 3 Systems Analyst under a Virtual Private Network infrastructure, for the Department of Treasury-Internal Revenue Service. Supporting over 35,000 ERAP remote users at 400 sites.
• Troubleshooting connectivity issues via modems, routers, switches and servers through a CISCO VPN Client set up. Support also entails connections through Dial-Up, Broadband (i.e. Cable Modem, DSL, and Wireless Cards/Aircards,), on laptops and desktops in a Microsoft Windows XP Professional and Microsoft Windows Vista Professional environment.
• Taxonomy of all call queue, web incidents tickets and fixed site outages. Responsible for various PMO activities such as:
• Supported the PMO in the definition, improvement, and implementation of VPN problem management processes, procedures, and plans for IRS Field Operations personnel and EN Operations Management.
• Supported the PMO in the definition, improvement, and implementation of VPN knowledge capture and management processes and procedures.
• Supported the PMO in ensuring resolutions to problems that are fed back into the ITAMS Probe and Response guide and updating existing ERAP Knowledge Base as necessary.
• Supported the PMO in measuring and maintaining Service Level Agreements (SLAs) and Standard Operating Procedures SOP, established for program performance as agreed with the MSP and as defined by MITS (Onsite technical support). Liaison between government and vendor.
• Supported the PMO in the assurance of end user support systems. Activities may include, but are not limited to coordination between various IRS support organizations and vendors (Verizon and AT&T), and logging, tracking, and reporting status of outages. Tracking, affecting upgrades, deployment tools, implementations, performance, and contract compliance.

Team Lead/Supervisor, Senior Systems Analyst

Confidential, Washington, DC

Responsibilities:

• Led a team of 13 analysts supporting the Confidential Help Desk, with levels of Tier I, II & III support, as well as provided the Tier II and Tier III support, with the U.S. Department of Justice -Justice Management Division (JMD) and Senior Management and Executive Offices including the Attorney General and his components in a call center and helpdesk environment.
• Provided technical support to FBI, DEA, BOP, Local Police, US Marshalls, Bureau of Prisons and ATF through a Joint Automated Booking System (JABS) with a focus on Live Scan fingerprinting….. Unlocking and resetting of accounts, maintenance of fingerprinting software and account management.
• Supported over 25,000 users, to include VIP Staff, support in Windows XP, Office XP Professional and Corel WordPerfect Suite.
• Provided technical and desktop support during its migration from Windows NT to a Windows 2003 network migrated to various buildings install, diagnose, configure, train and resolve desktop issues with a customer service approach.
• Traveled to end users site and setting up the physical HP/Compaq workstations and network printers connecting them to the Domain and patching them down in the network wiring closet. Added P/C’s and printers to correct container in MS Windows 2003. Also installed, diagnosed, configured, trained and resolved issue desk side with a customer service approach.
• Managed communication between Government Staff and Help Desk in a liaison manner.
• Provided daily ACD Analyst, and Vendor reports from Crystal Reports to client
• Monitored Help Desk opened and closed calls. Report results to government managers.
• Ensured the Help Desk was aware and prepared to address all situations in a timely manner.
• Attended management meetings with the government staff.
• Managed, directed, trained and provided guidance to my team members, Tier Levels, 1, 2 and 3, to provide the same proficiency.
• Held weekly new user and current user training classes on Microsoft Office and Corel Suites.
• Managed the day-to-day activities of the Help Desk (13 contractors).
• Recorded and processed Account Management requests for the Account Administration Group.
• Acted as liaison between Account Management and Designated Signing Officials to ensure accurate documentation was submitted.
• Responsible for technical writing and implementation of training manuals.
• Handled employee scheduling… personal and business, budgeting, vendor acquisitions and employee tasks.
• Handled all user escalations.
• Counseled and coached staff.
• Encrypted Government laptops with Point Sec Encryption software.

Confidential

Responsibilities:

• Supported, assisted & trained the attorneys in the Attorney General’s office as well as other Department of Justice components, in such legal software as Lexis Nexis, Westlaw, Paradox and ISYS.
• Trained and directed attorneys in Corel Suite 5x - 12x Legal, focusing on creating pleading paper, merging, table of contents, depositions, case filings and appellate briefs to ensure the court’s approval.
• Worked in Civil assisted end users and attorneys with such software as Trial Director and Summation.
• Supported maintenance testing for the Department of Justice and its agencies, consisting of GUI Base and back-end testing with such software as Oracle, Lexis Nexis, Westlaw, Paradox and ISYS.
• Created test data with XML Spy for Web testing.
• Wrote test cases based on requirements.
• Tested these products on functionality, usability in a UNIX environment.
• Used Mercury Quality Center to execute test cases and track defects.
• Created Test Cases and Formulas and Test Data to mimic data from various DOJ.
• Q&A test cases written and executed.

Confidential

Technical Analyst

Responsibilities:

• Worked in Active Directory creating, building, deleting, and modifying accounts with Account Management.
• Troubleshoot Hardware (via LANDesk Remote connection) and various other Software issues, and any Network connectivity issues.
• Maintained user account security with Directory Resource Administrator/NetIQ Administration and User Management.
• Provided remote support via Dial-In access to the JMD Desktop via JSRA Citrix and using encryption software PointSec. Also provide support for JMD Legacy Applications, such as Informs Filler (accessed via Terminal Services, thru Citrix MetaFrame), FMIS and FMIS PC2.
• Record problems using Remedy Help Desk vers.6.
• Responsible for resolving the majority of user’s issues, with a positive Customer Service approach.
• Worked with 20 MS Exchange 2003 - Service Pack 2 servers. Monitoring spam…rebooting if an exchange problem occurred. Also instrumental in mailbox restorations and public shared mailbox building as third level support.
• Worked with Windows 2003 5.2... Monitoring, shadowing, rebooting servers and print servers, file restores. Created public shared folders as third level support. Also worked with Citrix Server Meta Frame, adding, deleting and renaming user accounts.
• Set-up Blackberries on EES Blackberry Exchange server.
• Deploy and set up activation code for Blackberry new users on Exchange and on the device itself.
• Training for new Blackberry users/clients.

Receivables Manager

Confidential, Chantilly, VA

Responsibilities:

• Supervised and managed an administrative staff of four.
• Responsible for the collection of open balances on approximately three hundred (300) Accounts.
• Reconciled accounts and entered in adjustments through Deltek Accounting System& Microsoft Excel Microsoft Word.
• Handled all customer disputes and account escalations for supervisory approval. Interfaced and corresponded with Confidential 's sales force and billing department.
• Responsible for updating and maintaining vendor and consultant staffing reports i.e. contracts expirations and compliances.
• Created invoices generated for billing and contracting accounts in Microsoft Word. Tracked purchase orders, vendor expenses, work commissions and expirations.
• Retrieved Dun and Bradstreet reports daily, obtaining credit qualifications for clients.