Summary

Motivated and performance-driven technical professional with proven track record overseeing documentation, upgrades, and replacements to corporate hardware and software systems. Talented communicator capable of delivering reports and reviews to upper management while collaborating with specialists to achieve desired results quickly and efficiently.

Areas of Expertise:

Technical Proficiencies

Professional Experience

Confidential

Telecommunications Specialist support DOD/Defense Security Services

• Define and classify level, priority and nature of problems, requests and/or issues Provide software/hardware trouble-shooting support, training coordinate with support resources as problems are reported through the Help Desk or as assigned by the task manager.
• Research and analyze system problems and initiate appropriate actions along with documentation.
• Assist in the implementation of software and hardware system projects as assigned.
• Coordinate with System Administrators implementing CAC login policies to enforce DoD users on the network to comply.
• Monitor system performance indicators as requested.
• Perform miscellaneous tasks i.e. use of office automation tools help desk updates, telephone coverage, etc.
• Securely configure DoD workstations to operate on the network, including the installation of operating systems and application software with the appropriate security settings and patches as well as cable installations.
• Develop well written SOPs to provide efficiency and consistency to improve productivity.
• Provide Technical experience for telecommunication and video conferencing systems.
• Create cost analysis and statements of work for management to build new communication systems.
• Main point of contact for system outages, changes and upgrades to telecommunications systems for 52 offices across the country.
• Create and manage user accounts on the Blackberry Enterprise Server.

Confidential

Help Desk Support Analyst 744th Communications

• Provided technical, operations, and training support to VIP users of DoD computer support systems.
• Acted as a liaison for data transfer system designs, implementations and policies.
• Installed and tested personal computers, printers, and other peripherals configure operating systems, shrink-wrap programs, and applications software programs. Developed reports and databases.
• Provided technical support for personal computers interacting and supporting VIP personnel at Andrews AFB personal computers relative to desktop hardware, software packages while documenting policy.
• Performed hardware diagnostics and coordinated repairs.
• Assisted in planning and designing personal computers which included MS Outlook, PST file setup, maintenance and recovery.
• Developed well written SOPs to provide efficiency and consistency to improve productivity.
• Assisted Networking team using Wireshark Network Protocol Analyzer to capture network activity.

Confidential

Site Manager Senior Help Desk Technician 78th Medical Group

• Assisted end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at Tier 11 support level.
• Network Connectivity, ghost and re-image hard drives, MS Office suite, Windows XP,Vista and Windows 7 customer assistance includes, but not limited to: supporting 700 desktop computers and 50 laptops and the software loaded on the equipment.
• Managed user accounts and access control using MS Active Directory.
• Served as the78th Medical Group Blackberry CSA and provided training and support to users.
• Supported conferences and training events to include setup, support, and breakdown of any IT equipment needed and provided training for users.
• Tracked and updated the movement of all IT assets laptops, desktops, printers, etc.
• Served as a Common Access Card CAC trusted agent conducting CAC pin resets daily for base personnel.
• Provided training with Remedy and ITSM ticketing system to successfully document requests.
• Developed well written SOPs to provide efficiency and consistency to improve productivity.

Confidential

Field/Network Technician Support Contractor

• Executed onsite setup and installation of new computers for Mercer University and, performed data migration from legacy computers. Performed a physical inventory of equipment.
• Executed on-site installation for new Cisco switches at CVS stores throughout the state of Georgia. Included removing the existing LAN equipment such as hubs and switches.
• Executed on and off-site installations and maintenance of corporate computer systems, including all related troubleshooting, repairs, and documentation and upgrading of hardware, software, and peripherals.
• Organized user account information such as rights, security, and system groups.
• Completed additional assignments as necessary for maintenance tech scheduler, supervisor, CIO, and Director of Operations.
• Performed a physical inventory of assets for the state of Georgia.
• Supported major server upgrades across 15 branches in 3 months, which optimized networking performance and agent productivity contributed additional hours as necessary.
• Documented technical details and analysis of vulnerability data found.
• Used Netstumbler to monitor wireless activity for various field offices to maximize and reduce interference on our wireless networks.
• Installed and configured Zone Alarm to monitor the network for suspicious behavior and to reduce new attacks that traditional anti-virus couldn't detect.