PROFILE:

A customer - oriented Information Technology Specialist with over 15 years of experience and expertise in a broad range of hardware and operating systems and complete software life cycle for large and small systems, including installationconfiguration, maintenance, and troubleshooting.

EXPERTISE:

SOFTWARE : Microsoft Windows operating systems, apple-macintosh (OS), Microsoft Exchange; HTML; Adobe including Photoshop, Illustrator, Acrobat, Symantec (Backup Exec) & (Norton AntiVirus), symantec enterprise vault, Trendmicro, and Microsoft Office Suite and sharepoint; novell; magic ticket tracking system; java (in development)

HARDWARE: Servers, Switches, Routers, Apple-Macintosh & hardware, Power Supply Unit, Motherboard, CPU, RAM, Video Card, Hard Disk Drive, Blackberry Service, DAT Tape Backup Drives and storage.

NETWORKS: LAN/WAN, DNS, WINS, DHCP, TCP, and VPN.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Independent information technology consultant

Responsibilities:

• Provide independent information technology consulting services
• Upgrade/repairs; Imaging and deployment; small business networks

Confidential, WASHINGTON, DC

SERVICES REPRESENTATIVE

Responsibilities:

• Provide high-quality, enthusiastic, and prompt customer service to members. Interface daily with hundreds of members.
• Effectively manage service demands that fluctuate throughout the day.
• Build and maintain customer relationships to promote customer loyalty, gain referrals, and elevate positive word-of-mouth advertising.
• Promote the Confidential ’s brand in order to increase sales.
• Educate members about the advantages of the Confidential by effectively explaining the advantages and benefits of Confidential services.
• Manage member support services and facilities.
• Review facilities and operations daily.
• Ensure all services and equipment are operational, clean orderly.

Confidential, WASHINGTON, DC

COMPUTER SUPPORT SPECIALIST

Responsibilities:

• Provided top-notch customer and technical support in a high-paced office of 250 professional analysts, public policy, and budget experts.
• Received, logged, and tracked help approximately 15-20 desk calls per day.
• Performed technical analyses to diagnose and resolve difficult customer support requests related to integration or configuration issues and supports systems involving several different platforms, operating systems, applications, and desktop configurations.
• Migrated office email platform from Novell GroupWise to Microsoft Outlook 2007.
• Installed, configured, imaged PCs, troubleshot, and maintained customer hardware and software.
• Advised end-users in computing and networking components to meet their business needs.
• Received formal acknowledgment from the Director for “process excellence.”

Confidential, WASHINGTON, DC

HELP DESK ANALYST

Responsibilities:

• Provided technical /customer support to requests for service that originated by telephone, email, web, and chat from over 500 users in a fast-paced office located in three different buildings. Interacted effectively and courteously with end-users.
• Troubleshot and performed technical analyses to diagnose and resolve difficult customer support requests related to integration or configuration issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.
• Guided users through a series of steps to determine problems.
• Classified level, priority, and nature of problems.
• Deployed a series of new PCs for at least 300 users.
• Opened, tracked, and closed trouble tickets; ensured problem ownership and promoted end-user satisfaction.
• Maintained accurate and up to date activity records.
• Installed, configured, imaged PCs, troubleshot, and maintained customer hardware and software.
• Advised and trained end-users in computing and networking components to meet their business needs.
• Kept up to date on technologies used by customers.

Confidential, RESTON, VA

Field Technician

Responsibilities:

• Delivered prompt and accurate onsite, technical support on a variety of computer and network problems to law firms, corporate offices.
• Assisted with the implementation and daily operation of major computer hardware, software, and networks.
• Installed and tested network applications. Monitored network performance and analyzed and diagnosed networking problems.
• Performed local area network configurations.
• Monitored, analyzed, and resolved end-users’ problems and provided informal and assistance.
• Provided system-and component-level repairs for desktops, laptops, printers, and other computer peripherals and electronic equipment.

Confidential, Washington, DC

Teacher

Responsibilities:

• Implemented stimulating lesson plans to capture students’ attention and interest.
• Utilized discussion-based lessons centered on real-life situations to show students the importance of getting a solid and how Math correlates to everyday life.
• Created and administered weekly quizzes and monthly tests to track students’ progress and understanding of the concepts.
• Conducted parent conferences.
• Implemented a Talent Development model, an initiative developed by the Confidential aimed to improve student performance and engagement through changes to organizational structure and al processes of middle and high school.

Confidential, CAMBRIDGE, MA

Technical Assistant

Responsibilities:

• Managed and maintained a PC/Mac computer lab used by faculty and students.
• Assisted faculty members with integrating technologies and software programs into their courses.
• Provided technical instruction and assistance to students creating projects using Microsoft Word, PowerPoint and Excel, Microsoft Publisher, Adobe Photoshop, Adobe PageMaker, and Adobe Photoshop.
• Imaged PCs using Ghost and Macs using a Firewire drive.
• Worked on eMac as well as first- and second-generation iMac.
• Troubleshot and resolved students’ computer and network problems.
• Prepared students for Massachusetts Comprehensive Assessment System (MCAS).
• Collaborated with special teachers to provide academic support for students.
• Assessed the academic needs of students using their Individualized Student Success Plan (ISSP).
• Conducted both pre and post assessments for every student.
• Developed engaging curricula and provided targeted instruction designed to build upon students’ strengths with the goal of improving mathematic and literacy skills.

Confidential, CAMBRIDGE, MA

Technical Assistant

Responsibilities:

• Troubleshot and upgraded memory, hard drives, and operating systems on first and second generation Macs, and eMacs.
• Backed up all staff data using Retrospect for Mac OS-9 and OS-10.
• Troubleshot and maintained staff workgroups and servers G3 and G4 Power Macs.

Confidential, BOSTON, MA

Technology Specialist

Responsibilities:

• Provided in-classroom technological assistance and support, including troubleshooting and inspecting Mac- and PC-compatible printers.
• Effectively maintained NT 4.0 and Hi-Q network servers, Outlook Express, Eudora, Windows 2000, Windows XP, Windows 98, Windows NT, Windows 95, and Macintosh OS-9 and OS-10.
• Installed and upgraded MS Office, Adobe Photoshop, Adobe PageMaker, Adobe Illustrator, Freehand, and Final Cut Pro for PCs and Macs.

Confidential, Cambridge, MA

Director of Computer Technology

Responsibilities:

• Trained middle and high school students in the areas of robotics and computer technology.
• Demonstrated how to construct, program, and operate various robots.
• Instructed students in how to build, use, and understand PCs.
• Instructed students and staff in Confidential . Intranet and mathematical software.
• Managed computer component of after school programs.

Confidential, Cambridge, MA

Technology Consutlant

Responsibilities:

• Troubleshot and inspected Mac- and PC-compatible printers. Maintained NT 4.0 and Hi-Q network servers, email software, Windows 2000, 98, 95, NT, Workstation 4.0, and Mac OS-9 and OS-X. Installed/upgraded MS Office, Photoshop, PageMaker, Illustrator, Freehand, and Final Cut Pro for PC’s and Macs.
• Maintained NT 4.0 and Hi-Q network servers, email software, Windows 2000, 98, 95, NT, Workstation 4.0, and Mac OS-9 and OS-X.
• Installed and upgraded MS Office, Photoshop, PageMaker, Illustrator, Freehand, and Final Cut Pro for PCs and Macs.