SUMMARY

• me is comfortable in a variety of environments and roles ranging from Network Engineering/Security, Application Development, Quality Assurance Testing, Data flow Analysis and Software Analysis. For teh past seven years me’ve been working in a variety of Information Technology roles including Network Administration & VOIP technician, Application Systems Analyst and Software Analyst.
• My technical skills complement over seven years of Customer Service experience gained from previous jobs in teh Retail, Restaurant, and Information Technology Industries. My business management experience includes Training and Development, Customer Service, Financial Analysis, Recruiting, Merchandising, and Marketing. Current me’m pursuing SANS Global Information Assurance Certification (GIAC). Expected completion day is September 2014.

TECHNICAL SKILLS

Networking: TCP/IP, RIPv1 - v2, EIGRP, OSPF, BGP, Ethernet, DHCP, SSH, FTP, VLANS; Trunking (802.1q and ISL), EtherChannel,VTP, STP (802.1D) RSTP (802.1W), 802.1X, QOS,ACL, NAT, Firewall, VPN, DMVPN, IPSEC, GRE, Cisco routers and Catalyst switches, Putty, KIVs, HSRP, VRRP, GLBP, VOIP- Cisco IP Phones, CUCM- Cisco Unified Communications Manager, TACLANE ENCRYPTOR (KG175A-175D), Solar winds Orion, What’s up Gold (WUG), Nagios,, Spectrum, SNMPc-v3, NTP, IP SLA, AAA, NetFlow, Kiwi Cat Tools, Top Talkers and NetVCR/Netx, VSAT, Micro Wave, INMARSAT, Fleet Broadband, KVH, Pair Gains & Mini Ms.

Programming languages: C++, Visual Basic and Delphi

Software: DB2 UDB, SAS, Oracle 10g, MS SQL Server, Window XP, Microsoft Sever 2003,Active Directory, Microsoft Excel, Microsoft Word, Microsoft Visio, Microsoft PowerPoint, Microsoft Outlook, Heat and Remedy.

PROFESSIONAL EXPERIENCE

Confidential

Network Administrator

Responsibilities:

• Responsible for teh Operation and Maintenance of Strategic communications for 25th Signal Battalion across SIPRNET, NIPRNET, and CENTRIX enclaves. Providing communications and data automation including network configuration, troubleshooting, and cyber security incident handling.
• Implemented security standards mandated by Defense Information Systems Agency.
• Optimized network voice/video/data traffic for existing VLAN-based configuration.
• Standardized network devices by updating IOSes and designing/implementing a baseline configuration for distribution and access switches.
• Monitored networks using WhatsUpGold (WUG) and Spectrum.
• Created and maintained network diagrams (DIACAPS) for classified and unclassified networks.

Confidential, Alexandria, VA

Network Administrator & Computer Systems Analyst 0

Responsibilities:

• Provided support in response to problematic issues aboard United States Coast Guard (USCG) Small and Capital Cutters. This includes, but is not limited to, utilizing NetX/NetVCR for bandwidth analysis, troubleshooting on-board equipment (KVH, INMARSAT, Pair Gains, Fleet broadband, KIVs, Mini-Ms) and working wif network connectivity vendors to assess each problem and provide swift solutions.
• Provided support to 1400 USCG Unclass(NIPRNET) routers/circuits, 170 Rescue 21 routers/circuits, 135 Classified (SIPRNET) routers/circuits as well as cutter routers on both cutter and shore-side.
• Utilizing tools such as NAGIOS, What’s up Gold (WUG), Solar Winds, CISCO Works to investigate connectivity, analyze circuit errors, troubleshoot equipment problems and work wif teh DHS NOC, Verizon Business, GCI (Alaska), DISA, CAPROC & IPNOC to rectify all issues in a timely manner.
• Provided support for both cutter and shore-side switches. This support will include, but not be limited to, setup, configuration, troubleshooting and general maintenance by utilizing such tools as telnet, SSH, https and putty.
• Coordinated teh installation & replacement of defective equipment (Routers, Fan, UPS, and PSU etc.) through multiple vendors.
• Responsible for configuring and shipping out replacement switches to USCG sites.
• Provided support for all cutter and shore-side TACLANES
• Responsible for setup, configuration, troubleshooting and general maintenance by utilizing such tools as Gem-X.
• Created and maintained Standard Operation Procedure (SOP), Enterprise Switch & other equipment inventory documentation.
• Provided training & development to USCG Junior personnel & new contractors.

Confidential, Washington, DC

Substitute Teacher/ Information Technology Instructor

Responsibilities:

• Assisted wif teh coordination of daily activities and implementation of lesson plans.
• Taught Computer Information System (CIS) and Math Lab to improve students IT knowledge and Internet Research Skills
• Utilized Microsoft PowerPoint and Visio to create study guides to assist in teh comprehension of complex lecture materials.
• Provided part-time support to IT department by re-imaging computer systems, applying patches, installing software and troubleshooting network issues.
• Maintained attendance and other student accomplishment wif Microsoft Excel.
• Maintained discipline and classroom control.
• Fostered a safe and positive environment for all students.
• Executed administrative duties assigned by lead Teacher and Chief School Administrator.

Confidential, Bethesda, MD

Application Systems Analyst

Responsibilities:

• Provided Tier 3 troubleshooting for custom Government applications.
• Generated ad-hoc reports, research, and make updates to application using SQL to query MYSQL 2000 database.
• Reported design, reliability, and maintenance problems to Engineering, recommend solutions to resolve reported problems.
• Worked extensively wif Application Developers and System Engineers to coordinate deployment of new applications and patches to all teh agencies in teh country.
• Served as an administrator to custom Government applications by granting and restricting user access privileges.
• Generated operational reports, review data, and brief managers.
• Authored/validated Remedy Knowledgebase documents as needed for new solutions.
• Provided executive level customer service to a broad range of consular customers wifin teh Department of State.
• Evaluated tickets for escalation/resolution.
• Monitored ticket workload and actively pursue and coordinate resolution.
• Wrote customer notifications for planned and unplanned outages.
• Followed up on customer service survey responses.
• Assisted wif rotational on-call duty roster, including after hours, weekends, and holidays.
• Participated in continuous improvement projects for all levels of support as a member of teh Service Center team.

Confidential, Fairfax, VA

Software Analyst & Quality Assurance Specialist

Responsibilities:

• Performed Quality Assurance testing activities for custom applications used by teh Department of Labor.
• Created and executed system test plans and test cases to verify software functionality and adherence to business requirements.
• Executed tests at teh system, acceptance and integration levels.
• Analyzed and interpret test results and record and track defects found during teh software development process.
• Reviewed requirements, specifications and documentation to gain a thorough understanding of teh programs and processes to be certified.
• Analyzed and reviewed DB2 log files to verify whether transactions from teh Executive Information System or Case Management System were recorded in teh database.
• Provided technical support to over 10,000 users via direct communication to on-site users.
• Created and maintain user applications support log file to document problems, corrective procedures and user’s suggestions for enhancements.
• Provided timely updates to users on teh status of outstanding issues.
• Troubleshot and resolved environment related issues assigned from defect tracking system.
• Worked extensively wif Delphi developers and DB2 UDB developers to identify new system requirements, implement user needs and resolve application/system errors.
• Generated ad-hoc reports for users; using SQL to query DB2 Universal Database.
• Used Software Administration utility to create user account, delegate authority/modify user’s access privileges.
• Provided weekly and monthly reports of activities as required.

Confidential, Washington, DC

Assistant Store Manager

Responsibilities:

• Provided essential administration for scheduling a staff of 65 for overall store operations.
• Developed unique training programs to halp associate use and understand teh Electronic Replenishment System. (EUSR). This resulted in $15,000 sales increase per week and teh highest replenishment record in teh region.
• Decreased store shrinkage from 9% which resulted in $100,000 lost per year to 2%; saving teh company $90,000 per year. By accurately training stock room associate to use store Electronic Inventory System, maintaining accurate shipping logs, emphasizing better customer service and constant supervision of associates.
• Monitored and analyzed (SPAH) Sales Per Associate Hour, (LY) Last Years Sales to Date,( SP) Sales Plan, Women’s and Men’s business percentages, to determine if sales goals are been met, if not, tan why these goals aren’t been met.
• Minimized payroll cost by scheduling associates according to company guidelines and by continuously tracking hours dat were allocated for teh week versus actual usage. Resulting in a decline in teh cost associate wif overtime by $5,000.00 per month.
• Maintained teh highest secret shopper score in teh region by training and enforcing teh associate to demonstrate great customer service to each and every shopper dat enters teh store.
• Communicated constantly wif District Manager via text messages, voicemail and conferenceCall to sign-off on projects, financial reports and daily store operations.
• Coached and developed teh store team; recruited and trained new market talent.