Goal:

T use my technical and personal skills t further the directives put forth by the MIS/IT Director.

Clearance Level:

Received TS Clearance

Areas of Expertise:

• Leadership Over 3 years supervisory duties from various service providers.
• Management Supported a team of 20 analysts with the day t day operation and future needs.
• Manufacturer/Assembly Created documentation and assembly processes for custom hardware for use in MOB system.
• Relevant Experience:

Present: Information Technology Support Analyst II

• Information Technology Support Analyst II reporting t the Help Desk Lead with the responsibilities of supporting 700 users in the mortgage servicing industry. Duties include, but not limited t the following:
• Answer incoming phone and emails according t company standards and SLAs
• Create and update tickets for proper tracking and follow-up
• Perform desktop related troubleshooting either remotely or at the desk using multiple remote access softwares
• Setup desktops using Ghost imaging, but working on SCCM integration
• Diagnose and maintain company printers, copiers and AV equipment
• Support over 18 different applications in regards t operational administration
• Assist in supporting internal corporate applications, such as Cisc IP Phones, Sharepoint sites and McAfee ePolicy Orchestrator Administration

Confidential

Application Support Specialist

• Application Support Specialist reporting t the Team Lead with the responsibility of supporting clients in the installation, configuration and operation of specific customer related software. Using various support methods t ensure end-users have the software installed and configured properly on multiple types of end-user equipment.
• Answer incoming phone and emails according t company standards and SLAs
• Create and update tickets for proper tracking
• Image and ship desktops and laptops for Off Premise Workers
• Create a process t track and update databases for the shipment of Off Premise Worker equipment

Confidential

Systems Analyst

• Systems Analyst reporting t the Director of Technical Services with the responsibility of supporting multiple clients with different requirements using multiple support methods, whether electronic communication or with on-site visits.
• Created documentation processes for Help Desk ticketing process
• Provided Help Desk Support for all clients
• Created support documentation for common support incidents
• Created assembly process and documentation for bespoke electronic equipment
• Provided training t other technicians on the day t day requirements while on-site
• Supported multiple computer platforms PC/Mac in support of custom software
• Provided other technical support when requested

Confidential

System Support Technician

• System Support Technician reporting t the Project Manager with the responsibility of supporting the multiple desktop configurations and providing the correct documentation required t satisfy the needs of the various teams involved.
• Utilized Symantec Ghost software for image deployment
• Coordinated resources t provide a timely execution of goals
• Provided support documentation for further/future training
• Provided support for other teams involved in customer support roles

Confidential

Site Support Tech 1

• Site Support Technician reporting t the Service Area Manager, Dana Rowland, with the responsibility of maintaining SAIC equipment t documented policy and procedure standards.
• Performed Site Lead and NPOC functions for multiple locations
• Performed local server hardware/software maintenance
• Configured and supported desktop and laptop per SAIC standards
• Verified all IT systems meet SAIC security standards and policies
• Supported Avaya VoIP telephony
• Provided hands-on assistance for remote teams

Confidential

MIS Technical Representative

• MIS Technical Representative reporting t the MIS Manager with the responsibilities of supporting local and remote office personnel with the necessary technical skills and knowledge on hardware and software.
• Performed local network management
• Performed new user setup and password resets
• Performed local server hardware maintenance
• Normal AD operations and maintenance
• Configured and supported laptops and desktops for centralized distribution
• Setup and supported various server and server-side applications:
• BES Blackberry messaging server
• Navision Company accounting solution
• SharePoint Intranet department sites
• Supported Avaya IP Office telecom solutions including VoIP configurations
• Provided support and installation of wireless equipment
• Provided local printer and hardware support
• Laserjets
• Inkjets
• Plotters

Confidential

Printer Technician

• Printer Technician reporting t the Service Dispatcher and Team Leader with the responsibilities related t device maintenance repair.
• Performed on-site maintenance and repair of printers and other peripherals
• HP, Canon, Phaser Brand models
• Other specialized models
• Performed diagnostics and troubleshooting on connected computers
• Performed necessary ticketing and inventory management

Confidential

Help Desk Analyst

• Help Desk Analyst reporting t the Owner with the responsibilities of answering technical support calls.
• Provided Help Desk support t multiple clientele with far ranging types of software
• Customers range from major corporate clients t individuals
• Software ranges from generic OS issues t MS Office
• Provided internal company hardware support
• Desktops and network
• Telecom support

Confidential

Technician

• Technician reporting t the Service Manager with the responsibilities of equipment repair and customer satisfaction.
• Performed on-site maintenance and repair on various computer equipment
• Printers and other peripherals
• Desktops and laptops
• Achieved manufacturer certifications from HP and Compaq
• Assisted in Citrix server installations and maintenance
• Performed network wiring in existing construction

Confidential

Technical Support Analyst

• Technical Support Analyst reporting t the Team Lead and Manager with the responsibilities of resolving user technical issues with ISDN and DSL.
• Supported the hundreds of users associated with the ISDN and DSL services
• Coordinated the work schedules between the end users and core network technicians
• Served as an escalation point for lower Tier support personnel
• Assisted other team members with any issues on the Verizon network
• Promoted t Presidential Appeals Team Lead
• Oversight of 20 analysts on day-to-day operations
• Initiated tasks t enhance customer satisfaction
• Reported t Verizon management