SUMMARY
I have worked in the IT Help Desk Support industry for more than 15 years. I have extensive experience in providing customer support for standard and custom applications, performing password resets for computer and voicemail applications, monitoring, updating and escalating trouble tickets on a daily basis to ensure that requests are being addressed in a timely manner. I have also acted as liaison between government contractors, senior officials, and corporate purchasers. During my employment, I have proven my ability to supervise, communicate effectively, and operate within a team while maintaining the skill set to work autonomously.

EDUCATION

B.S. Business Information Systems,

TRAINING & AWARDS

• Interconnecting Cisco Network Devices,
• Cisco Catalyst 5000 Switch Configuration,
• CONFIDENTIAL Network ALL STAR award,
• Remedy AR System Training,
• Certificate of Appreciation
• CONFIDENTIAL Star Performer award,
• Network ALL STAR award,
• Introduction to LANS/WANS,

TECHNICAL SKILLS

Cisco Routers/Switches, CSU/DSU devices, SUN UNIX servers, Asend Maxes, Remedy Action Request System,HPOpenview, PRISM, OCI, Delphi, Track-It, Projec Trak, Assyst, UNIX, Windows 7,Windows XP, Microsoft Office Suite, Windows 2000, Windows NT

PROFESSIONAL EXPERIENCE

August 2010- January 2011 Network Application Analyst
Confidential.

• Proactively monitored help desk voicemail system and evaluated, routed, and assigned tickets to appropriate personnel on the team.
• Monitored the Group Link ticket tracking system daily.
• Performed initial troubleshooting on EAS application to determine severity of the alert.
• Provided EAS (PRISM) support to internal and external users via e-mail, phone messages, and walk-ins in a positive and professional manner.
• Conducted data manipulation to correct issues causing error messages in validations.
• Assisted the user with the creation of amendments in order to change the amount in released PRs, line items or routing lists.
• Assisted the user with creating requisitions for modification to de-obligate money from existing awards.
• Provided one-on-one training to peers, and trained in small user groups.

October 2005- August 2010 Systems Analyst
Confidential
Administration

• Served as Team Lead for the PRISM/OCI/Delphi Help Desk, which consisted of three members.
• Monitored Remedy and ProjecTrak daily.
• Acted as the liaison between MIL Corporation and the client.
• Provided hands-on end- user support for PRISM/OCI/Delphi users.
• Supported, Requisitioners, Contracting Officers, COTR’s, Funds Certifiers, Buyers and Approvers.
• Conducted data manipulation to correct issues causing error messages in validations.
• Provided one-on-one training to peers and trained in small user groups.
• Served as primary point of contact for all help desk calls on the PRISM/OCI/Delphi Hotline.

August 2003-October 2005 IT Helpdesk Coordinator
Confidential

• First line point of contact for Interstate Hotels & Resorts Systems users requesting assistance with application issues.
• Interfacing with development teams and production support teams to resolve application issues and provide customers with real-time updates.
• Acted as liaison between customers and other support organizations in identifying business impacts for reported problems and troubleshooting short-term solutions.
• Responsible for ordering all computer equipment and software for the Interstate Hotels & Resorts Corporate Office and for 375 properties worldwide.

October 1997- October 2003 NOC Engineer Confidential

• Senior Provisioner and single point of contact between GTE Internetworking Account Management, the Sales regions, and the customer.
• Troubleshooting Frame Relay, T1, T3, and various OC level circuits, as problems arose during activation.
• Communicated with both LECs and CLECs in order to effectively and efficiently resolve issues.
• Utilized hands on work experience with LAN/WAN internetworking, E-mail integration, routing using TCP/IP protocol (e.g., BGP, OSPF, IGRP, Ethernet).
• Developed proficiency with Cisco routers and various CSU/DSU devices.
• Ensured that interested parties were kept informed of status of the order at each phase.
• End-to-end coordination of all provisioning activities on customer orders, through order-completion.
• Tracked all activities performed by various groups to ensure timely completion.
• Provided technical support in provisioning and activation of all products in the Internet Advantage product line.
• Made strategic suggestions and implementing alternate strategies to meet customer’s needs.
• Ensured order changes fell within the guidelines set forth by Network Engineering.

Network Confidential

• Provided surveillance for voice and data circuits monitored T1/T3 connectivity.
• Investigated the network management alarm and directed tickets to the appropriate resolution team to get them resolved in the timeliest manner.
• Verified the categorization and severity of tickets and took corrective action to clear network faults, utilizing the HPOpenview monitoring platform.
• Monitored SUN UNIX servers, Ascend Maxes, Cisco routers/switches, multiplexers and digital switches using TCP/IP protocol and analyzing network equipment alarms.
• Updated trouble tickets using the Remedy Action Request system.
• Provided status updates on outages; communicating with Network Operations Center (NOC) counterparts & in the Local Telephone Company facilities.
• Directed actions of Point Of Presence (POP) technicians and facilitated equipment correction via Field Services.

September 1993- October 1997 Integrated Systems Surveillance 
Confidential

• First line point of contact for CONFIDENTIAL Systems users requesting assistance with network printers, RACF Security Administration / password resets, and VTAM terminal resets.
• Daily familiarization with scheduled outages, and national and regional network-impacting events.
• Responded to questions concerning system connectivity and availability.
• Performed basic problem identification/resolution on a number of CONFIDENTIAL system/products
• Communicated system outages/alerts.
• Assisted users in navigating within CONFIDENTIAL’s Legacy Order Entry, Provisioning and Billing systems.
• Opened InfoMan and CSM Trouble Tickets to facilitate resolution of more complex problems.

Technical Service Specialist
Confidential

• Technical Service Support Help Desk / Call Center Team Leader.
• Second Level Support Specialist and Team Lead for CONFIDENTIAL’s Network provisioning applications.
• Primary responsibilities included providing second level support for problematic issues pertaining to CONFIDENTIAL’s Legacy applications for Order Management, Provisioning and Billing.
• Interfaced with the development team to resolve application issues.
• Performed real-time data fixes, as needed.
• Answered high volume of calls from internal and external customers.
• Provided technical service support to internal and external customers for complex service ordering problems.
• Acted as a liaison between customers and other support organizations in identifying business impacts for reported problems and impacts to Customer Service Centers and CONFIDENTIAL business units.
• Provided technical translation of causes and problem resolutions.
• Facilitated problem resolution by reviewing open problem tickets, gathering additional information as necessary, and proactively providing status updates to customers, while driving the ticket to resolution.
• Provided technical advice to Technical Service Specialists; representing Help Desk on periodic conference bridge meetings during unscheduled outages, and/or as required.