SUMMARY:

I am a relaxed, team - oriented and resourceful IT support specialist; who has amassed a variety of technical, managerial and customer service skills from a diverse portfolio of experiences. I love providing compassionate customer service; I enjoy helping people, and working within a team of like-minded professionals. Currently, I am looking to work as a senior support specialist, within a diverse team that communicates and works well together.

AREAS OF EXPERTISE:

Hardware: Confidential and HP servers. All desktop PC’s and peripherals. Printer repair and maintenance IBM, HP, Canon, Epson, Confidential, Lexmark and NCR. Mobile Devices (iPhones, iPads, Blackberry’s and Android phones)

Software: Windows 2003, 2008 & 2012 Server. Windows XP, Vista, 7, 8 & 8.1. Office 97, 2003, 2007, 2010 & 2013. Netview, Netware, Novell Groupwise, Citrix, Remedy, Blackberry Enterprise Server (BES) and GoodLink. Antivirus (McAfee, Norton, ESET, AVG, Avast), Wireshark, SQL Data Analysis

Network: Routers (Cisco, Confidential, HP, Linksys and Netgear), Firewalls (Cisco, Netgear, ZyXel), Network design and configuration including LAN, WAN, TCP/IP, DHCP, DNS, Active Directory and Exchange

PROFESSIONAL EXPERIENCE:

Confidential, St. Louis, Missouri

System Administrator/IT Support Specialist

Responsibilities:

• Supported Confidential Windows 2013 servers, Windows 10 workstations and networks.
• Performed security audits on network hardware and servers.
• Ensured compliance with federal data security guidelines while training teammates in security best practices.
• Supported mission critical Confidential equipment and programs by creating documentation of the Confidential information systems architecture and bridging the knowledge gap between diverse support teams.
• Spearheaded an auditing project of all Confidential hardware at the St. Louis location.
• Implemented proper destruction and disposal of excess Federal hardware, ensuring all data was removed, above and beyond the standard Federal guidelines.

Confidential, St. Louis, Missouri

Lead Tier 2 System Administrator

Responsibilities:

• Designed and launched a mission critical Service Desk for the Confidential th Confidential ; which involved significant recruiting duties and training for personnel.
• Recruited key personnel from a wide variety of service industries creating a diverse team with a variety of applicable skill sets.
• Worked with a variety of Government, civilian, contractor and military personnel to ensure all possible needs and expectations were met.
• Designed policies and procedures for the Service Desk that were then replicated and implemented across the entire support structure of our unit. All other support groups were redesigned to replicate our success.
• Go-to person for advanced issue diagnosis and resolution, which allowed for improved process design, enhanced documentation and enhanced customer service.

Confidential, St. Louis, Missouri

Tier 2 System Administrator

Responsibilities:

• Rapidly identify and resolve technical issues for a national emergency response team utilizing Remedy and first contact resolution processes.
• Provide support for a multitude of software, hardware and network issues, including personnel account authentication, encrypted mobile phone communication and VIP user support.
• Configure user and folder permissions, Exchange mailboxes and server settings for 77,000 member domain.
• Responsible for Active Directory administration, training of new system administrators, widespread outage recognition, trend analysis and resolution with large geographically separated teams.
• Researches and documents unique challenges and disseminates optimal resolution details to peers to ensure consistent support and to minimize redundant troubleshooting efforts.
• First to provide constructive feedback on systems improvement; this received recognition from Command.
• Advocate for effective process flow with a strong emphasis on customer service; this led to becoming organizationally recognized as a key process design leader for systems analysis, process improvement and customer relations.
• Go-to person for advanced issue diagnosis and resolution, which allowed for improved process design, enhanced documentation and enhanced customer service.

Confidential, St. Louis, Missouri

Windows Migration Specialist

Responsibilities:

• Recognized for excellent service by client after completing 500 workstation migration one month ahead of schedule and under budget. This helped facilitate future migration project design and implementation.
• Provided unprecedented customer service for remote location customers by troubleshooting other issues in addition to project requirements due to infrequent onsite technical support assistance.
• Changed remote location personnel’s negative association of IT support by showing the value of the migration efforts and helping them see that IT support is on their side and here to help make their jobs easier. These change management endeavors went above and beyond contracted requirements, but improved morale and interaction between IT support and the customer base.

Confidential, Belleville, Illinois

IT Support Specialist & Telecommunications Project Manager

Responsibilities:

• Spearheaded an enterprise wide telecom system update, which included extensive technology, vendor and financial research (e.g., cost savings on moving from analog to digital and amortization of savings). This project resulted in saving an estimated $4 Million over the next five years.
• Conducted an improvement project to implemented standardized, single vendor support for all copiers, printers and faxes.
• After significant research on appropriate technologies, viable vendors and financial considerations, the project realized a streamlined process with same day support and the elimination of hundreds of hours of downtime.
• Managed physician and staff expectations by using a high degree of diplomacy and finesse in showing the value of new technology and how it helped them in their positions. Productivity and morale were improved by ensuring the customers adopted new technologies as they were rolled out.

Confidential, St. Louis, Missouri

Helpdesk Supervisor, Trainer & Project Manager

Responsibilities:

• Chosen by leadership, due to exceptional performance, to simultaneously participate in another helpdesk design project that involved leading and training a team of technicians.
• Our collaborative teamwork allowed us to build a helpdesk, from scratch, and successfully meet the aggressive customer requirement of a one month build, while the supported application was intermittently offline.
• Designated the informal go-to for collaborating with subject matter experts (SMEs), some of whom felt threated by our projects.
• By using effective networking and communication techniques, the SMEs released critical information for completion of our projects.