SUMMARY:

• HIGHLY SUCCESSFUL INFORMATION TECHNOLOGY (IT) SPECIALIST with over 25 years of progressive experience providing IT services.
• Implemented systems for complex modernization efforts, reengineering of legacy systems and systems integration projects.
• A persistent leader with strong business acumen and proven ability to balance short - term priorities against long term organizational goals.
• Very strong critical thinking and problem solving skills.
• Highly organized, able to prioritize workload and manage simultaneous assignments while attending to all details.
• Operate quickly in a high-stress, fast-paced environment. Outstanding interpersonal dynamics consistently result in the development of strong customer rapport and productive working relationships within multi-ethnic / multi-cultural environments.
• Recognized for outstanding communication skills, flexibility, keen political savvy, leadership abilities and a sense of humor.

AREAS OF EXPERTISE:

• Program Management and Analysis
• Strategic Planning and Operations
• Team and Project Oversight
• Quantitative / Qualitative Analysis
• Project Management
• Analytical / Critical Thinking Skills
• Process Improvement
• Oral and Written Communication

TECHNICAL SKILLS:

Platforms: Windows 2007/2010, Apple OSX, Windows NT Workstation/Server, Windows 2000/2007 Professional / Server, Linux, UNIX, DOS, Mac OS Novell, NetWare / GroupWise / IntraNetWare, Cisco IP Phone Management Systems, BitLocker and McAfee Encryption Software

Hardware: Apple and Intel desktops/laptops, servers, printers, modems, routers, switches, Blackberry, smartphones, PDA s, hubs, fiber, Tx, coaxial, WiFi, NICs, Memory, Systemboards, RAID, SCSI Network, and closet maintenance and patching

Applications: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Adobe PageMaker/Acrobat Lotus Smart Suite, LotusNotes, McAfee Antivirus, Remedy, MS Exchange, SAP R/3 General, and SAP R/2

Networking: Active Directory, TCP / IP, IPX / SPX, NetBEUI, NetBIOS, SMTP, POP, LAN / WAN, VPN, FastEthernet, 3Com, LAN Manager, LANDesk, Laplink, and WinInstall

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

IT SYSTEMS AND NETWORKS EXPERT

Responsibilities:

• Maintain PC and Macintosh computer configurations for operating systems and applications for user desktops, laptops, and workstations. Ensure integration of IT programs and services by developing solutions to integration and interoperability issues; designing, developing, and managing communications systems that meet current and future business requirements. Perform data transfers, deliver computers, and assist with inventory-related tasks. Evaluate equipment operation, provide configuration management, troubleshooting and maintenance support for IT systems. Participate in all projects and technology implementations, establish test scope and strategy, investigate deficiencies, perform gap analysis and risk assessment, and engage in new requirements development. Provide cross-platform support to customers for hardware and software-related issues.
• Extensive experience applying advanced IT principles, concepts, standards, technologies and problem management methods and practices. Identify opportunities to improve network solutions to support business processes, while incorporating emerging technologies.
• Advise on highly technical system and application challenges to ensure capacity to meet current and future business needs. Coordinate with all entities involved to ascertain system requirements, program functions, output requirements, input data acquisition and system techniques and controls. Advise management on improving processes and policies based on keen understanding of interconnectivity between systems, processes and regulations and thorough review of best practices in IT. Create optimal strategies for applying and optimizing technology. Question conventional approaches and develop new insights into situations to implement organizational changes. Expert in exploiting use of technology to improve operational effectiveness and efficiency.
• Valued by management for flexibility and creativity in utilizing change management techniques to meet and often exceed organizational objectives.
• MAINTAIN AVAILABILITY AND INTEGRITY of production systems, including backups. Restore, monitor performance, tune, plan capacity, upgrade and perform migrations to maintain release currency and implementation requested or required changes. Practice information security protocol required to protect systems by leading desktop initiatives to implement policies and conduct routine system scans.
• Liaise between customer and vendors to resolve upgrade and maintenance problems. Ensure conformance to customer program requirements. Evaluate and monitor contractor / vendor performance. Work with clients and customers (senior management officials, information technology personnel, research and development organizations, general public) to assess technology needs, provide technical information and assistance, resolve IT problems, and to satisfy expectations. Valued by management for exceptional customer service practices.
• Committed to providing quality products and services using extensive knowledge about innovations in IT products and services.
• Investigate and evaluate difficult problems involving complex issues. Coordinate original and ongoing studies to resolve new problems and gain agreement on methods and techniques for unusual problems. Develop technical solutions to solve complex system issues to mitigate risk. Resolve critical issues with validated software and equipment and new technology and software. Applying keen attention to detail, ensure accuracy, completeness, and consistency with standards. Collect, evaluate and summarize capacity, performance, problem resource, and workload data to maximize the effectiveness and efficiency of installed software. Use sound judgment to generate and evaluate alternatives and make recommendations.
• Extensive knowledge of IT platforms (network, wireless, telecommunications), hardware, software and services sufficient in solving IT issues.
• SUMMARIZE AND COMMUNICATE highly technical and complex information into clear, concise briefings and reports for senior level management. Communicate with team members to identify potential solutions and coordinate with vendors to ensure selected solutions are within project scope and budget constraints. Effectively express information to individuals and groups, taking into account the audience and nature of the information. Make clear and convincing oral presentations; listen to others, attend to nonverbal cues, and respond appropriately.
• DEVELOP PROFESSIONAL AND STRATEGIC WORKING RELATIONSHIPS across multiple IT disciplines with counterparts throughout the organization to develop project plans and attain established objectives. Foster and develop pivotal and cooperative relationships that are key to overall successful accomplishment of time-sensitive and critical actions. Work closely with technical staff and senior management to identify and mitigate risks to project timelines. Interact effectively in situations where frequent changes, delays and unexpected events arise, which cause major shifts in priorities, timetables and work assignments.
• Superior time management skills afford the time to assist and collaborate with colleagues as well as across departments. Consistently establish effective priorities among opposing requirements and setting criteria and standards.

Confidential, Washington, DC

SENIOR LAN SUPPORT SPECIALIST / IT REFRESH / IMACS IT SPECIALIST

Responsibilities:

• Managed the installation configuration, maintenance, and troubleshooting of hardware and software that linked various servers and PCs to networks for a contract under the Confidential . Administered and managed IT hardware and software projects. Planned, developed, and implemented troubleshooting of Local Area Networks (LAN), Wide Area Networks (WAN), and Virtual Private Networks (VPN) hardware to include switches, routers, and firewalls. Coordinated software and IT solution delivery, and IT project management and determined scope of work. Maintained IT configuration for extensive, complex, multiple-tasked systems. Oversaw installation and integration of advanced systems, fixes, updates and enhancements. Managed critical assets for the support staff, ensuring LAN equipment inventory was up to date in the database, researching computer equipment, and troubleshooting tickets.
• Expert decision-making skills: Consistently made sound, well-informed, and objective decisions based on critical thinking principles and sound facts and data. Provided varied IT processes training to program personnel to enhance program resources and capabilities.
• INFORMATION SECURITY (INFOSEC) PROFESSIONAL: Ensured confidentiality, integrity and availability of systems, networks and data through planning, analysis, development, implementation, maintenance and enhancement of information systems security programs, policies and procedures. Addressed and resolved security issues during system installations and upgrades to ensure appropriate levels of security were maintained by recommending risk assessments and appropriate disaster prevention and recovery procedures and controlled capacity and disaster recovery planning. Kept management officials apprised of problems and trends in ongoing IT security operations and provided recommendations.
• SYSTEMS ANALYSIS AND CONFIGURATION: Analyzed system processes and advised management concerning major aspects of system design. Provided analysis support for equipment malfunction trending. Optimized system performance through tuning, repeated adjustment, testing and re-adjustment. Verified stability, interoperability, portability, security and scalability of system architecture. Analyzed interrelationships of pertinent components of the system. Documented design specifications, installation instructions, and other system-related information. Experienced exposure to all aspects of enterprise solution development to include systems analysis, functional analysis and high-level design and system validation.
• Expertly applied analytical processes to the planning, design and implementation of new and improved information systems to meet the business requirements of the organization and customers.
• NETWORK ADMINISTRATION AND MANAGEMENT: Analyzed network management processes and procedures to configure and administer systems in support of program mission. Installed software, hardware, and managed upgrades. Developed and recommended efficient processes and ensured effective network management of closed area data center, audit logs, hardware/software baseline and asset inventory. Recommended changes to systems configurations to prevent reoccurrences of systematic problems. Identified network communication issues to ensure timely resolution.
• TECHNICAL SUPPORT AND TROUBLESHOOTING: Provided tech assistance to customers through inbound telephone and technical support calls. Provided second-level desktop support for computers, printers, applications, and smartphone devices. Used remote access to perform troubleshooting when needed. Walked customers through step-by-step processes for troubleshooting hardware and software issues. Investigated and evaluated difficult problems involving complex issues in hardware and software environments. Monitored and managed email, spam filters, fire walls, anti-virus systems and vulnerability scanners. Provided both on-site and remote technical support for software applications. Ensured that requests were documented and maintained in the Remedy tracking database.
• DEMONSTRATED EFFECTIVE ORAL AND WRITTEN COMMUNICATION SKILLS by expressing highly technical information to individuals and groups effectively taking into account audience and nature of information. Applied solid written communication abilities in documenting concept of operations, functional requirements and standard operating procedures (SOPs) for implementation. Developed and finalized reports, manuals, standard operating procedures, and briefings, ensuring material was properly formatted and edited for grammar and plain language usage. Communicated with supervisors, peers and subordinates, providing information by telephone, in written form, e-mail and in person.
• CULTIVATED AND MAINTAINED RELATIONSHIPS: Coordinated closely with project managers on different technology projects, such as: Windows 7 upgrade, software upgrades, server updates, and the generic improvement of system documentation. Collaborated with others to create a wide-range of plans and select appropriate IT solutions. Provided leadership, applying policies and practices, configuration management and troubleshooting techniques and tools including contemporary collaboration, ticketing, and software management tools. Attended and participated in essential meetings regarding status, service, project requests, development, and issues. Professionally represented company in all interactions.

Confidential, Northville, VA

Senior Software / LAN Support Specialist

Responsibilities:

• Supported and maintained LAN service areas for 15 servers, 700-node Windows NT/2000/Novell network, assured connectivity of servers with clients, and directed security and backup services.
• Provided Tier II assistance, including: desktop, Commercial Off the Shelf products, account management, networking, access connectivity, e-mail services, PDA’s, and wireless services.
• Assisted end-users via remote help desk capabilities, applying software patches, detecting and eradicating viruses, supporting OSD-specific applications, and providing one-on-one training.
• Administered domain server using Exchange 2000 and Lotus Notes problem ticket tracking.
• Collaborated with Network Engineers in LAN/WAN configuration, application installation, end-user training, and broad administration of user accounts, including policy and logon scripting.
• Assessed mission requirements, designed and implemented systems, evaluated and purchased hardware and software, secured licenses, and upgraded systems for process automation.
• Helped non-technical staff to ensure proper understanding of computer hardware and software processes and procedures, and explained highly technical information in easily understood terms.