| Professional Summary |
- Excellent oral and written communication and presentation skills
- Strong organizational and analytical skills, with an eye for detail
- Effectively negotiate, network, and close deals
- Personable, motivated, enthusiastic.
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| Experience |
| Confidential |
| Service Desk Analyst - Identify, diagnose, and resolve issues of the mainframe, personal computer software, hardware, and networking
- Define and classify level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user, dispatch field engineers from appropriate team
- Create new users, assign permissions, and transfer user accounts in Active Directory
- Coordinate timely repair of PC computer equipment according to contract Service Level Agreements
- Provide one-on-one end user problem resolution via phone, email, and remote tools for State Department employees
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| Confidential |
| Help Desk Technician - Provide phone, remote, and desk-side technical support to users and other technicians for e-mail, directories, Microsoft Office applications, and network connectivity
- Deliver, tag, set up, and assist in the configuration of end user hardware, software and peripherals
- Provision deactivate user accounts, user permissions, and applications as assigned
- Consistent presentation of a professional image, both on the phone and in person
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| Confidential |
| Help Desk Specialist - Resolve user IT requests for assistance or assign problem to other technicians for resolution
- Collaborate and research with senior technicians to find solutions for complicated IT projects
- Use the REMEDY IT Problem Tracking System and enter all user requests for assistance
- Author training manuals designed for presentation in computer training classes for end users
- Aid in improving the lot of the average citizen-soldier in Office of the Chief, Army Reserve by engaging Army Staff counterparts in crafting and improving Army policy
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| Confidential |
| Lead Computer Technician - Provide network diagnostics, maintenance, repair, troubleshooting and implementation services to a variety of end users
- Ensure and confirm satisfaction with provided solutions received two promotions for being attuned to the needs of users
- Design and deploy network security solutions, including software and hardware firewall configurations for home offices
- Initiate new ideas for technical marketing helped exceed company sales goals by 200
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| Confidential |
| Computer Refurbisher - Rebuild personal computers by performing hardware configuration, proper operating system reinstallation, and software installation
- Display skills the Microsoft Office Suite Word, Excel, PowerPoint, Outlook
- Listen attentively to user concerns and provide appropriate feedback with courtesy and respect
- Exhibit in-depth knowledge and understanding of numerous software packages and networking hardware
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