SUMMARY:

The professional go - to person with 15+ years of combined technical skills, management and business analyses experience required to support and elevate your business teams. I work independently and within both large and small groups while excelling at efficient & effective process improvement.

TECHNICAL SKILLS:

• Help Desk Technical Support - 1,2,3rd level tier
• BMC Remedy Service Desk Ticketing System troubleshooting, support, analysis & resolution
• Microsoft Active Directory
• Avaya Server Administration - Basic PBX contact center operations
• Blackberry Enterprise Server (BES) v. 5.0.2
• C++
• Cisco Unified Presence Server (CUPS)
• Cisco Unified Communications Management (CUCM)
• Cisco VOIP
• DBA - Windows, SQL-Junior level
• Microsoft Exchange 2003/2007/2010
• Microsoft Exchange Server 2003, 2007, 2010
• Microsoft Exchange Management Console
• Microsoft Exchange VM
• Enterprise Voice
• Hardware rollouts, upgrades, maintenance
• Microsoft Office Communicator
• Mobile Devices (iPhone/ BB/Windows Mobile/iPad)
• PC builds, upgrades
• Quality Assurance
• Remote Access Server (RSA)
• Server builds, upgrades, maintenance
• Server Room HVAC Design/Maintenance
• Tandberg / Video Conference Administration
• TCP/IP Networking
• Technical writing - and Support
• Technical construction oversight
• Unified Messaging
• Webex / LiveMeeting Administration
• Windows Server 2003, 2008
• Windows XP / 7

EXPERIENCE:

Confidential

IT BUSINESS ANALYST

Responsibilities:

• Act as a consultant to client business to influence strategies and long-term planning
• Analyze and evaluate existing systems to provide proposed data processing and procedural enhancements
• Assess clients’ business needs and consult/recommend appropriate ordering platform
• Analyze client business process and recommend ways to improve for optimum performance
• Identify and deliver breakthrough value to HON and establish standard work processes so the breakthrough is repeatable
• Be a subject matter expert on area of expertise including best practices and technology trends
• Identify and resolve problems in a timely manner, gather and analyze information, develop alternative solutions, and work in individual and group problem solving situations for rapid continuous improvement
• Manage indirect resources, both internal and external, to understand and evaluate functional requirements, review technology/application alternatives, and develop innovative business solutions and designs

Confidential

BUSINESS INTELLIGENCE ANALYST

Responsibilities:

• Provide business intelligence to government contractors in order to provide competitive pricing strategies for contract bidding
• Prepare presentation materials and facilitate client meetings to discuss analyses for major ($100M+) Federal government procurements in such diverse areas as IT services, cloud computing, telecommunications, global content management & unmanned aerial vehicles
• Review and analyze acquisition documents with competitive assessment information to determine competitors' likely pricing strategies
• Effectively work in Black Hat, Green Team & Red Team proposal groups of 3 to 10+ personnel to conduct reviews & support proposal writing & bid pricing efforts
• Conduct telephonic & Internet-based research
• Business development & marketing of specialist services
• Responsible for managing & maintaining client relationships

Confidential, Washington, DC

INFORMATION TECHNOLOGY SITE MANAGER

Responsibilities:

• Lead IT projects throughout development lifecycles, develop plans and schedules, define milestones, monitor tasks assigned to teams, and evaluate and report s to management
• Work within Quality Assurance & Business Analyst teams to plan & implement successful testing strategy campaigns through hardware & software rollouts for user base of 600+ - Windows, Microsoft Suite, legal applications, digital dictation systems, databases, hardware, printers
• Assess, monitor & assure day to day optimum system reliability & performance
• Performed and supervised hardware, operating system & server upgrades & rollouts
• Planned & supervised design of construction plans, implementation & completion of office spaces - network connectivity for work force, conference & server rooms
• BES (Blackberry) Administration with client handheld support
• Primary remote support technician for Unified Messaging System, Office Communicator, CISCO VOIP, CUCM, CUPS
• Avaya PBX Administrator
• Microsoft Active Directory Administrator
• RSA SecurID Administration- Database Management, Troubleshooting
• TCP/IP Networking
• Use and DBA for Remedy tracking system for internal Help Desk
• Subject Matter Expert (SME) for iPhone/iPad, BlackBerry/BES support
• Provided video conference & support for Tandberg, MCU, Content Server & Polycom units
• Created workflow procedures & technical documentation for & IT knowledge base

APPLICATION & HARDWARE SUPPORT SPECIALIST

Confidential

Responsibilities:

• Provided first and second tier level support to all 600+ user base including remote locations, international included
• On-site testing & installation assistance for hardware & software
• Client facing video conference support and user database administration
• Handheld device support and database administration
• Quality Assurance testing
• Development of technical documentation & procedures for employee

HELP DESK TECHNICIAN

Confidential

Responsibilities:

• Assisted & supported 600+ users, remote offices & remote client access
• Analyzed and resolved client hardware & software issues
• Educated client base on applications & operating system(s)
• Worked closely with and escalated calls to technicians, specialists & developers

INTELLECTUAL PROPERTY ASSISTANT

Confidential

Responsibilities:

• Intellectual Property Business Practice - Liaison for practice area to Information Technology group for EFFIE database creation, documentation & business analysis
• Immediate troubleshooting of floor IT issues
• Dictation, pleadings, contracts, mediation planning - all Legal Paralegal/Secretary duties to Managing Partner, Vice-chair of IP Department & members of Confidential LLP Technology Committee

Confidential, Collinsville, IL

IT ADMINISTRATOR - LEGAL ANALYST

Responsibilities:

• Managed all aspects of collection & team processes
• Aided firm in client file growth by creation & maintenance of database & templates for more efficient document assembly process
• Maintained all aspects of hardware, software & firm network

Confidential, Bristol, PA

CORPORATE NETWORK CONSULTANT

Responsibilities:

• PC/Server Assembly, upgrades, diagnostics, CAT5 cabling, client software instruction - curriculum, documentation writing - personal & class instruction