TECHNICAL SKILLS

• Microsoft Office Application
• CWE Database
• Lotus Notes
• Type 50 wpm
• PDF Filing
• Acrobat Reader
• Bookkeeping
• Interpersonal Skills
• Proficient use of large telephone switch board fax machines
• Configuration
• Remote Access
• Video Conferencing set - up
• SRS/Remedy
• ESMT
• RT Ticketing System
• Roundtable
• Fusion
• TIDE
• Role Manager
• Anti-Virus and problem solving
• Access Management
• WKS set-up and break-downs
• DTO processing and WKS rebuilds. Windows Server: Windows Vista
• XP 2000, 2003 & 2008 server
• Microsoft exchange 2003 & 2007
• Windows Server 2008 Active Directory

PROFESSIONAL EXPERIENCE

Confidential

Infrastructure/Systems Administrator T2

Responsibilities:

Serve as an Infrastructure/System Administrator T2, responsible for resolving IT hardware and software infrastructure (servers, network, security, etc.) issues using systems analysis techniques and procedures to ensure appropriate function of hardware, software or system functional specifications. Analyzes, troubleshoots and resolves issues with IT infrastructure including user systems, servers, storage, and network connectivity. Provides system administration for assigned infrastructure and establishes and maintains security as it relates to users. Applies secure patches and operating system upgrades to ensure the security and integrity of the technical environment. Supports new infrastructure projects. Maintains all configuration documentation for assigned infrastructure.

Confidential

System Administrator/CMA

Responsibilities:

Served as a System Administrator, providing support with IT related issues. Troubleshooting issues with Lotus Notes & the new system ICE. All request are conducted through remote assistance, in person, or by phone. Install, move, and rearrange workstations in common work areas. Provide access to all new employees by: creating their accounts, and granting access to all the required databases. Submit trouble tickets through the ESMT database and resolve and close tickets assigned to me. Set-up the VTC system for scheduled meetings, also complete DTO request. Provide assistance with phones, applications, and share drives. Organize and perform mass scanning effort to turn hard copy documents into soft copies and assist with the proper storage of the scanned files. Identify and document as-is customer file and document processes, identify applicable regulatory document retention requirements, clean up existing archives. Actively support Window Servers responsible for over 900 Windows 2000 and 2003 servers globally, installation, configuration and support of Windows 2003 servers utilizing Dell hardware. Provide patching and upgrades for all servers on monthly schedule, provide Active Directory and DNS support based upon requests and issues, installation of network print queues and troubleshooting of same, creation of user home directories and migration of user data from various servers and domains, routine maintenance and cleanup of server file and directory structure.

Confidential

Sr. Help Desk/Support Specialist

Responsibilities:

Serve as Sr. Help Desk/Support Specialist, responsible for recording incidents and providing support to the Users. I am the single point of contact for total support service for all issues relating to IT services for the Customer. Provide daily technical assistance to computer system Users, including the use of computer hardware and software, printing, installation, word processing, electronic mail, and operating systems. Maintain a service perspective including and understanding of relationships, dependencies, and requirements of hardware and software components. Provide assistance via Active Directory, granting Users access to requested groups and application. Reset passwords and Users accounts per requested. Resolve all computer problems for clients in person, via telephone, or from a remote location.

Confidential

System Administrator

Responsibilities:

Serve as a System Administrator, analyzing logs, tracking and resolve software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet business needs.Perform troubleshooting to isolate and diagnose common system problems; document system events to ensure continuous functioning. Recommend course of action and implements as approved. Upgrade system software and hardware components as required to meet business needs, and coordinate backups. Ensure upgrades are occurring in accordance with established parameter. Coordinate the installation of client department specific applications and systems. Determine appropriate method for installing applications and systems; resolves matters of significance and implements corrective course of action as needed. Install, test, upgrade, and configure system files and services to enhance performance. Utilize standard corporate tools to record change and problem activities for tracking purposes.

Confidential

System Administrator/CMA

Responsibilities:

Served as a System Administrator, providing support with IT related issues. Troubleshooting issues with Lotus Notes & the new system ICE. All request are conducted through remote assistance, in person, or by phone. Install, move, and rearrange workstations in common work areas. Provide access to all new employees by: creating their accounts, and granting access to all the required databases. Submit trouble tickets through the ESMT database and resolve and close tickets assigned to me. Set-up the VTC system for scheduled meetings, also complete DTO request. Provide assistance with phones, applications, and share drives. Organize and perform mass scanning effort to turn hard copy documents into soft copies and assist with the proper storage of the scanned files. Identify and document as-is customer file and document processes, identify applicable regulatory document retention requirements, clean up existing archives. Actively support Window Servers responsible for over 900 Windows 2000 and 2003 servers globally, installation, configuration and support of Windows 2003 servers utilizing Dell hardware. Provide patching and upgrades for all servers on monthly schedule, provide Active Directory and DNS support based upon requests and issues, installation of network print queues and troubleshooting of same, creation of user home directories and migration of user data from various servers and domains, routine maintenance and cleanup of server file and directory structure.

Confidential

Help Desk Analyst/CMA

Responsibilities:

Served as an Application Help Desk Analyst, providing support conducting remote assistance to assigned division and users in the field. Provide access to add/remove programs and share drives. Submit ADDS requests for group request through the ADDS system, notes database access, name change, and account creation. Provide support to Users throughout the cleared community in a 24x7 office; processing 30-50 request daily. Submit tickets and route to appropriate office, prepare and conduct operational outage reports daily regarding the operation of cables and frequent used databases. Provide support to Users unlocking their accounts and resetting passwords through Active Directory. Create and report “Daily Operational Reports” for Customer regarding the operation of cables and frequent used databases. Monitor cables and report any outages to assigned technicians. Establish single mailbox request; and grant access through Role Manager database. Verify Customer’s clearance status through Scattered Castles.

Confidential

Close Support/CMA

Responsibilities:

Served as a CMA/Close Support specialist, providing support to Users unlocking their accounts and resetting passwords through Active Directory. Conduct remote assistance to assigned division and users in the field. Provide access to add/remove programs and share drives. Submit ADDS requests for group request through the ADDS system, notes database access, name change, and account creation. Resolve issues in the CMA queue, as well as operating system and network connectivity issues. Document all work in the ticketing system (SRS & ESMT) and route tickets to appropriate service providers. Manage the functionality and efficiency of a group of computers running on one or more operating systems. Maintain the integrity and security of servers and systems. Set up administrator and services. Interacts with users and evaluates vendor products. Makes recommendations to purchase hardware and software, coordinates installation and provides backup recovery. Develop and monitor policies and standards for allocation related to the use of computing resources.

Confidential

Help Desk Analyst

Responsibilities:

Serve as a Help Desk Analyst, to provide telephone and remote assistant support to end-user supporting COTS, GOTS and Customer applications. (Support NCTC and DNI) As well as operating system and network connectivity issues. Document all work in the ticketing system; provide technical and software support to end users. Assist in solving computer-related and networking issues. Troubleshoot problem areas in timely and accurate fashion.

Confidential

Sr. Communications Analyst

Responsibilities:

Served as an IT administrator service provider to numerous employees in a high volume call center. Receive and screen incoming calls, answer multiple phone lines and direct all calls to proper personnel. Execute multiple tasks; managing the workload queue, voicemail set-up, voicemail password re-set, call forwarding, and conference calls. I managed a team of 5 colleagues, enabling and disconnecting telephone numbers for the cleared community. Created monthly excel spreadsheets, and conducted bi-monthly report meetings for upper management. Also conducted training for new employees and maintained the office training manual.

Confidential

Utility Cleaner

Responsibilities:

Served as a utility cleaner for security managed government building. Dispose trash recipicles, maintain common areas. I was responsible for office furniture for conference meetings, and seminars. Sustain entrances for employees and visitors, preserve offices, and cafeterias.

Confidential

Unarmed Security Officer Booz Allen Hamilton

Responsibilities:

Served as security guard for the Confidential . I was responsible for receiving and greeting official visitors to the facility; maintained badging system through use of automated database; verified identification and issued visitor badges through a Windows application. Also modified employee’s profiles via Windows Active Directory.