SPECIALIZED PROFICIENCIES: Customer Service & Communication: Provided timely, efficient, courteous and high quality service to internal and external customers via hands - on and remote support maintaining company standards. Assisted in the development, production, and integration of software applications and systems that enable customers to successfully meet their business goals. Willingness to work on high pressure, participate in 24x7 and weekend knowledge sharing, on-call support and deployment & maintenance tasks to support customers/clients.

Information Technology & Research: Implemented and designed new approaches to computing technology and found innovative uses. Coded, tested and debugged programs according to detailed requirements. Developed and understanding of software development systems life cycles. Operated as specialist in the deployment of mainframe systems, opening systems, imaging systems, or automated IT operations system and uses extensive knowledge to develop hardware, software, power, environmental, and cabling configurations to obtain the optimum configuration for given projects.

Technical Skills: Proficient in the followings programs Microsoft Office Suite, Corel Word Perfect, Lotus Notes, Internet, Oracle, Lamp(Linux-Apache-MySQL-PHP),Unix, Mac OS, ALC, Cobol, Kofax Ascent Capture, Websphere, Java, .NET, HTML, C#, MVC and various other software. Experience with: JAVA, Developer Tools, Integration Services, Business Intelligence, BPEL, SOAP, XML, JMS, SOA and Oracle SOA Suite, Business Activity Monitoring (BAM), ODI, Oracle Application Server, Oracle Web Services Manager (OWSM), Jdeveloper, Identity Management, Grid Infrastructure, Enterprise Performance Management/Performance Tuning, Enterprise Management, Content Management, User Interaction.

EMPLOYMENT HISTORY:

IT Specialist

Woodlawn, MD

Responsibilities:

• Performs installation, configuration within the windows environment.
• Troubleshoot and analyze hardware and software workstation problems to include a variety of peripherals and associated software.
• Serves as backup system administrator to manage day-to-day operation of several systems including physical and virtual servers, network operating systems, telecommunications infrastructure, application software including monitoring file servers for performance issues, and assists with server maintenance and security measures to prevent downtime. 
• Consults with program specialist in developing new services or enhancing existing services that expand current information dissemination capabilities.
• Performs testing to ensure systems are designed and implemented in accordance to requirements. Develops and maintains test scenarios, test cases, and tests scripts utilizing a combination of manual procedures and automated testing tools.
• Perform analyses to define opportunities for new or improved business requirements of customers.
• Establishes rapport quickly and effectively with groups and individuals and maintains effective working relationship.

Help Desk Specialist

Suitland, MD

Responsibilities:

• Monitor geographical data for end users all over the world.
• Responsible for sending satellite images to SDM (Senior Duty Meteorologist), along with Confidential and Confidential.
• Maintain proper functioning of satellite and servers, troubleshoot issues when there are concerns or improper malfunctions.
• Manages and maintains operation and administration of servers supporting file/print services, application services, database service, antivirus systems and related data processing, storage system operations and Tier 2 and 3 Customer Support services.
• Coordinate and write technical procedures when networks or servers begin to experience technical issues.
• Record data containing the following, Logs/Debug Files, FTP Errors, Image Time, Files Times.
• Review new and existing policies, operations, and system functionality; and provide input into solutions that solve problems and align with agency standards for system development lifecycle.

Access Control Specialist

Bethesda, MD

Responsibilities:

• Monitor CCTV system, watch for irregularities and report suspicious activity or emergencies to Lead CPSO. 
• Investigate alarms and work with FSO on resolving Alarm System malfunctions.
• Responsible for identification badge system: creating badges, enter new personnel in systems and issue proximity cards, remove personnel as needed, run reports, notify FSO of malfunctions, review daily alarm reports, maintain system printer.
• Maintain the DMP alarm system and update logs to show users or delete users, enter or remove personnel from the DMP alarm box as necessary.
• Develop, maintain, and train personnel in facility opening and closing procedures

Network Engineer

Baltimore, MD

Responsibilities:

• Installed computer networks such as local area networks (LANs), wide area networks (WANs), the Internet, intranets, and other data communications systems including server hardware and software infrastructure.
• Provided software support for communication systems in one or more IT functions such as systems analysis, requirements analysis, systems engineering, systems security, information assurance, operating systems, web or database systems, IT security, software testing and evaluation, systems integration and network services.
• Undertook routine preventative measures and implement, maintain and monitor network security.
• Supported network and computing infrastructure.
• Installed and maintained network services, equipment, and various devices.

IT Specialist

Lanham, MD

Responsibilities:

• As an IT Specialist I have performed required analysis, working with a contractor support team and end users of the system to fully document user’s requirements.
• Developed complex queries, reports, and dashboards including meeting with customers/system users, assessing requirements, identifying criteria, designing report formats, prototyping, developing code, testing, and implementing in the production environment.
• Provided LAN support in Windows, Linux/Unix, and Novell environment that included configuring, installing, and troubleshooting applications on the server as administrator and being able to write shell scripts for handling system maintenance tasks.
• Wrote, updated, and maintained computer programs and software packages. These were designed to handle specific jobs, such as tracking inventory, storing or retrieving data, or controlling other equipment.
• Prepared detailed workflow charts and diagrams that described input, output, and logical operation. This information was then converted into a series of instructions coded into computer language.
• While at the IRS, I developed and managed relationships with customers supporting diverse needs, including explaining technical or complex information about products.
• Resolved complex or non-routine issues, explained moderately complex ideas or information clearly. Listened to others and recognized potential miscommunications.

Help Desk Support

Columbia, MD

Responsibilities:

• My job as a help desk analyst was to identify, isolate and repair computer equipment showing wear and tear as well as preventative maintenance routines.
• Provided technical support to customers on telephone, email and through OS ticketing system. Helped customers identify and resolve issues pertaining to dial up configuration, web hosting and domain registration.
• I served as a leading point of contact to configure new desktop, laptop computers and Blackberry/Windows Mobile/Android/IOS devices received into service, gaining experience in installation and configuration of Web Application Servers on Linux operating system platform.
• Installed software for programs and peripherals, installed at workstations as required and ensured that systems operated in compliance with company standards.
• Managed VPN access for users, vendors and outsourced contractors. Setup and rack new switches, servers and security appliances as needed by company for interoffice connectivity. Ordered hardware and software through vendors.
• Responsible for sending out companywide emails on system outage and system updates. Created call volume reports for upper management.
• Recruited to enhance efficiency of cooperate operations through utilization of level-2 and level-3 administrative technical support including maintenance and supervision of over 300 for a 24 hour Network Operation Center.

Help Desk Support

Baltimore, MD

Responsibilities:

• Provided excellent services through phone to IT users for basic end user’s related hardware and software, desktop related LAN network systems.
• Diagnosed problems through discussions with users, via various forms of communication, and invoking problem recognition, research, and resolution steps.
• Maintained documentation of problems, their diagnosis, and provided recommendations to management for improvements. Made technical recommendations to solve business problems and improve systems based on business and technical analysis. These recommendations were made to include the most cost effective and high level of service possible.
•  Worked independently on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Normally followed established procedures on routine work, required instructions only on new assignments.
• Managed the company’s telecommunications systems and resolved issues that arise in a timely manner.