SUMMARY:

• Over ten years of proven success in Information Technology coupled with seven years of marked leadership and technical support with the Confidential, and extensive experience in network administration.
• Highly accomplished in improving service and program quality, streamlining system operations, and enhancing organizational productivity.
• Skilled in implementing training to end - users, configuring new user profiles, and upgrading and migrating operating systems.
• Ability to cultivate long-term relationships with end-users, vendors, and customers to enhance internal and external service satisfaction.
• Seeking to leverage systems administration and leadership experience for continued professional development with an organization dedicated to optimizing processes.

AREAS OF STRENGTH:

• Systems Management
• Troubleshooting
• Helpdesk
• Configuration
• Desktop Support
• Training & Coaching
• File Management
• Program Management
• Network Security

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Information Security Technician

Responsibilities:

• Support tasks identified by the Access Control Front End Team Lead and Access Control Front End Subject Matter Expert (SME).
• Provides telephone support to end-user community via the Access Control Hotline on questions related to Identity Access Management System(IAMS) and/or Access Control related issues by logging in to the telephone Confidential system.
• Provides E-mail Support to end-user community via the Access Control and Helpdesk Inboxes.
• Research issues within the IAMS and/or Remedy systems related to users access.
• Monitor the group IAMS queue for incoming access requests and approving or rejecting the request based on the accuracy of the POC listed.
• Tested and implemented new Confidential ticketing system Service Now. Opens, tracks, and closes trouble tickets
• Tested and assisted with the development of Confidential access management system Access Request and Certification System(ARCS)
• Monitor the IAMS Support Service Now queue and assigns time for incoming change requests and tasks to be completed.
• Contribute knowledge and updated information to maintain the Access Control SOPs and Training manuals for IT Access Control Security.
• Tested and implemented new Confidential IT related issue system Access Request and Certification System(ARCS)
• Provides timely responses to client and management requests on a regular basis.

Confidential, Arlington, V

Tier 1 Examiner Help Desk Analyst

Responsibilities:

• Maintains and troubleshoots all Confidential security token user accounts
• Opens, tracks, and closes trouble tickets using Remedy; escalates tickets if need be and tracks activities of technical support specialists to whom tickets were assigned
• Software Issues Confidential specific applications, FDICconnect, Safenet, Remedy, Service Now
• Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions, and use
• Responds and follows-up on internal and external customer support problems
• Documentation and records of services performed.

Confidential, Washington, DC

Field Technician

Responsibilities:

• Provide onsite issue resolution of workstations, printer, scanners, and auxiliary peripheral devices.
• Install bank computer system peripherals including computers, network printers, and VOIP phone systems.
• Set up and configure computer hardware and software systems and servers.
• Prepare unessential computers for removal from site by erasing hard drives and removing vital information.
• Collaborate with cross-functional teams to execute and fulfill technical and computer requests.
• Maintain accurate documentation and records of services performed.
• Execute performance tests to evaluate system and operating conditions.

Confidential, Washington, DC

Desktop Support Technician

Responsibilities:

• Oversaw systems administrative and operational management of more than 1000 computer systems.
• Maintained files detailing custom application in accordance with vendor requirements.
• Installed and configured microcomputer hardware and software, and set up servers and peripheral devices.
• Troubleshot software and hardware issues by analyzing, diagnosing, and testing errors and issues.
• Routinely tested systems to maintain systems configurations.
• Developed installation plans and assessed security needs of computer facilities.
• Generated reports detailing technical support activities and progress of pending work orders.
• Provided technical expertise and served as technical resource to all end-users.
• Answered 10 to 15 trouble tickets a day
• Scheduled training for end-users on systems and hardware usage, and utilized commercial and government off-the-shelf products to initiate end-user training.

Confidential, TX

Telecommunications Manager

Responsibilities:

• Supported largest medical treatment faculty level network server room in Air Force District of Columbia Command with infrastructure value of $5.6MM.
• Installed, maintained, upgraded job-specific health information systems such as Armed Forces Health Longitudinal Technology Application (AHLTA), Composite Health Care System (CHCS), and Essentris.
• Set up, maintained, and repaired computer and telecommunications equipment valued at $15MM to support all National Capital Region medical treatment facilities.
• Administered 4,600 equipment assets including 20 servers and 18 communication closets.
• Managed second largest Air Force District of Columbia Command and Base telecomm program.
• Maintained and troubleshot 10 video conference devices, 65 Blackberrys, 60 mobile phones, and 400 pager devices valued at $24,000, in addition to 22 land mobile radios, 20 wireless air cards, and 6 satellite phones.
• Enforced system implementation goals of assigned programs and program segments.
• Defined goals and objectives, and developed best practices and solutions to resolve system needs.
• Executed $350,000 telecommunications project, and migrated 5,000 cables and rewired 12 communications rooms to improve connectivity by 35% to 70%.
• Oversaw all telecommunications services for 1,400 staff members and 69 residents at 20 buildings to support more than 393,000 beneficiaries.
• Directed $800,000 wireless technology and device upgrade and secured assets valued at $790,000.
• Commanded 180 time sensitive security directives, secured $3.5MM in IT assets, and safeguarded more than 447 medical patient files.
• Coordinated $5MM wireless installations, configured 410 access points, and increased patient access and availability from 18 to 26 appointments.
• Updated systems by installing 360 software security patches to secure servers against 3,600 vulnerabilities and protect assets and equipment valued at more than $2.5MM.