SUMMARY

• Achievement oriented 14 year Veteran with an Information Technology background. I have over 14 years of experience ranging from Government/military operations to large scale corporate information management in both independent and team environments as well as time - sensitive and classified information/projects.
• My dedication to a project provides quality results and a technical aptitude backed-up with hands on experience.

PROFESSIONAL EXPERIENCE

Technology Analyst

Confidential, Virginia

Responsibilities:

• Responsible for the delivery of ITS projects focusing on personal computing, mobile devices, IT infrastructure, both in the Deloitte office and at remote firm engagement sites.
• Tracking & documenting support activities, using the Service Desk system.
• Experienced with end user support, possess strong technical knowledge of Windows 7, Microsoft Office products including MS Outlook, Microsoft Lync, and McAfee Antivirus.
• Assisted in special projects as assigned to incorporate continued success at the Service Desk.
• Ability to prioritize tasks and work on multiple assignments.
• Daily Performance and troubleshooting of laptops, kiosk, and Network printer hardware repair.

Help Desk Analyst Unisys

Confidential

Responsibilities:

• Providing Tier 1/2 Level support on computer hardware and peripheral equipment installations and configurations
• Imaging and re-imaging of new Workstations using Symantec Ghost 11.5 Console
• Removing old equipment and performing data migration to 150 new Dell Laptops
• Responsible for VTC and BRIDGIT conferencing setup for Senior Leadership and office personnel
• Troubleshoot VPN and Citrix connection issues for remote users
• Create new user accounts and workstation configuration setup in Windows7 environment
• Troubleshoot issues pertaining to network printers, HP scanners, Common Access Cards (CAC) and Intranet performance
• Served as primary Project Analyst to Regional Census offices (South Carolina, North Carolina and Virginia)
• Managed IT deployment projects from end-to-end with assets ranging from over $250,000
• Managed Migration team deployment on network installs, circuits, routers, computers and VOIP communications for 20 field offices throughout North Carolina and Virginia
• Configured and Setup Phone Groups for Voice over Internet Protocol (VoIP) System
• Provided administrative and technical training to technical staff located within the Early and Local Census Offices (South Carolina Region, North Carolina and Virginia)
• Tracked call trends and service tickets utilizing Remedy 7.1 with calls reaching over 100 a day

Motor Vehicle Administrators

Confidential

Responsibilities:

• Provided helpdesk initiative for Department of Motor Vehicles (DMV) support systems throughout the United States for a 24 hour operation
• Assisted Lead with new AT&T and Verizon procedures for critical systems outages for DMV support
• Prepared documents, revisions and updates as required for daily help desk operations
• Participated in weekly conference calls with team members discussing ongoing and upcoming projects
• Served on task teams to identify internal and external customer needs related to redundancy technical issues Assisted in identifying improvements in the procedures, techniques, and services to prohibit technical downtime
• Provided vital and up to date system alert information to the AAMVA website
• Applied Tier 2 technical support on Dell Workstations, COTS, network printers, and Mainframe issues

US Army/Help Desk Analyst

Confidential

Responsibilities:

• Provided Tier I level response for the Human Resource Command for a Personnel of 2500 Users
• Assigned break fix issues to Technicians utilizing the Remedy ticketing system
• Responsible for coordinating with Technicians on resolution to personnel hardware/software issues
• Maintained updates to ticketing data base and phone call follow-ups to customers break fix issue
• Created and modified accounts within Citrix, VPN, Microsoft Outlook and internal applications
• Provided command with a summary of Break/fix issues, possible resolution, and recommendations

Verizon Business/Hardware Production Support

Confidential

Responsibilities:

• Managed server cabinet preparations for new hardware installation
• Liaison for vendor interactions consisting of hardware replacement as well as software issues
• Monitored Local Area Network (LAN) and Wide Area Network (WAN) connectivity
• Monitored and documented tape backups offered by StorageTek, Sun, and EMC Storage solutions
• Ran and terminated CAT5/Fiber Optics Cable layout in a raised floor environment
• Supervised 24 hour rotation for monitoring all systems performance and data center security environmental
• Prepared and tracked documents to Iron Mountain for recovery, archiving, and offsite storage of daily backups

US Army/Desktop Support Technician

Confidential

Responsibilities:

• Performed duties consisted of asset management of PC’s, Laptop, COTS, and peripherals
• Provided Tier 2 level support on computer hardware and peripheral equipment installations
• Configured PC’s and provided hardware/software updates, hard drive, memory, CD-rom, replacements
• Maintained the asset management database for software licenses and Warranty maintenance contracts
• Utilized Norton Ghost for imaging of PC’s and Laptops for quick and timely delivery to clients
• Responsible for providing command with a summary of HW/SW issues and recommendations
• Provided Leadership to a 20 Team personnel in validation and certification of Navy Marine Corps Intranet migration
• Responsible for collecting data and verification of personnel computer profiles utilizing the Bel-Arc Tool
• Participated on task teams to identify internal and external customer needs
• Assisted with various teams of processing site specific information necessary to the migration into the enterprise solution of NMCI
• Served as the liaison between various cross-functional department teams in communicating site specific data collection and processing of information

Jr. Network Engineer Management Technology (ManTech)

Confidential

Responsibilities:

• Installed and maintained Intrusion Detection Systems for the U.S. State Department network and their Consulates/Embassies worldwide and the US
• Monitored several networks for real time intrusion detection, attacks, and penetration for a 24 hour operation
• Obtained and resolved IP addresses via TCP/IP methods and ARIN website
• Collaborated with Enterprise Network Management Operations Center (NMOC) of Information Resource Management (IRM) on troubleshooting network connectivity, port spanning and router configuration
• Knowledge of testing tools (ping, tracert, telnet) and TCP/IP trouble shooting
• Monitored 12 aircrafts and flight time data through online workstations using the military flight data system
• Managed access to Joint U.S. Military Aircraft Flight planning system including review of user passwords and logs for authorized access
• Reviewed and generated daily assignments for aircrew and designated aircraft for scheduled missions
• Scheduled DOD flights for general officers, federal senior executive status and civilian personnel
• Maintained flight logs, navigation publications, charts, maps, and other pertinent materials
• Prepared and presented specific briefings to officers, enlisted, and civilian personnel
• Trained and Supervised Jr Enlisted Marines on the daily Squadron operation and deployments

TECHNICAL SKILLS

TECHNICAL SKILLS & KNOWLEDGE: Windows Operating Systems 7, Vista, XP Professionals, Microsoft Office 2007/2010 Professional, Adobe Reader XAdobe Acrobat Professional, Symantec Ghost 11.5, Remedy 7.1, Workstation/Laptop/Network Printer ConfigurationsCisco VoIP Telephony Support, Cisco AnyConnect Secure Mobility Client, Active Client CAC, Mobile Pass, JAVA 7Lumension Patch Agent for Windows, Windows Server Updates Services (WSUS), DHCP, DNS, TCP/IPCitrix Metaframe ICA Client, MS Active Directory, NetWare Administrator 4.11, Mcafee VirusScan EnterpriseWindows BitLocker, COTS/Hardware installation and configuration, Virtual Private Network(VPN), PolyCom HDX systemSMART Bridgit Conferencing, PDA Blackberry, Altiris deployment solution