OBJECTIVE:

Obtain a position that will allow me to further develop my management ability while applying my increasing knowledge of networked computer systems and customer relations.

• Bachelor’s of Science in Business Administration

WORK EXPERIENCE:

2007 2009 Confidential,Austin, TX

• Functioned as Pinnergy, LTD System Administrator. Assigned to research, implement, and maintain new software and hardware solutions including PDAs, asset tracking software, internet monitoring software, video conferencing system, tape backup system (using Symantec Backup Exec), and Dell PowerVault external storage units. Maintenance and troubleshooting of company email system utilizing Microsoft Exchange 2007. Responsible for troubleshooting network connectivity and transfer problems. Performed troubleshooting on Dell laptops, desktops, and servers; prepared systems for deployment; performed data transfers; diagnosed and repaired various software issues; and performed troubleshooting of virus and Trojan software problems.

2007 2007 Confidential, Austin, TX

• Provided second level phone troubleshooting support to field service engineers of Wincor-Nixdorf Inc. Responsible for the logging, dispatching, and closing of trouble calls for the Wincor-Nixdorf Banking Services division. Tracked and reported technician progress, parts inventories, and trouble call status through use of Oracle and SAP software. Coordinated service, preventative maintenance, and installation projects for technicians located throughout the United States.

2006 2007Confidential, Austin, TX

• Worked as part of a team providing desktop support in a networked environment to the over 2,000 users located at Freescale Semiconductors. Performed hardware and software support on various models of Dell and HP desktops and laptops. Responsible for setting up user accounts in Active Directory, completing remote data transfer between users, and supporting all Freescale recognized software. Used various remote software tools to access and troubleshoot user systems. Carefully tracked, completed, and detailed work performed in Remedy trouble call system.

2005 2006 Confidential,Baltimore, MD

• Responsible for installation, maintenance, and troubleshooting of various servers, desktops, laptops, and printers on large scale networks for Fairfax County Schools, Social Security Administration, and HSBC Bank. Coordinated major IT equipment relocations, system upgrades, and various security system installations. Maintained detailed parts inventory, documented trouble call progress and closure information, and completed all jobs with respect to service agreement time requirements.

2002 2005 Confidential, Fort Meade, MD

• Performed hardware and software troubleshooting and maintenance on Dell and Compaq laptops, desktop computers, and servers located in the National Security Agency. Repaired HP and Tektronics printers.
• Received trouble calls, prioritized in order of importance and timeliness, diagnosed symptoms, ordered parts, and repaired systems. In charge of ordering, invoicing, receiving, and delivering parts to a primary materiel management center in NSA. Coordinated and executed maintenance services and upgrades to all unclassified clients in Fort Meade area. Completed and documented reimbursements for warranty systems repaired. Responsible for maintaining IDI client relationships and customer satisfaction in Fort Meade area.

2001 2002 Confidential,Andrews, NC

• Responsible for the coordination of repair and maintenance of numerous bank alarm systems located throughout the Western North Carolina area. Also performed regular maintenance and troubleshooting on bank ATMs, electronic locks, and any audio and video problems located within the bank.
• As leader of the Southwestern North Carolina division, managed the training, tasking, and assigning of trouble calls to first line technicians. Also tasked with being on call 24 hours a day, maintaining own expenses and hours for payroll submission, and required to work large amounts of overtime. Served as lead technician and customer liaison and oversaw all projects in the area.

1999 2001 Confidential,Fort Meade, MD

• Performed technical support and call escalation on several types of IBM compatible workstations, servers, and printers. Involved in solving the most difficult problems in the Agency’s hardware and software maintenance effort. Provided support for Dell GXM, GXA, GX1, GX200 and Power Edge XL servers. Received trouble calls through Remedy and HATS trouble call system.
• Responsible for maintaining Digital, Scope, Compaq and Gateway PC’s. Experienced with Unix in repairing Sun Sparc 2, Sparc 10, Sparc 20, Ultra 5, Ultra 10, and Ultra 60 and Enterprise Servers.
• Assisted in installation, maintenance and system modifications on Remote Collection Systems, fiber optic Ethernet LAN’s, routers, bridges and servers. Duties also included instruction and training of new personnel on repair and upgrading of workstations and printers.

1998 1999 Confidential,S. Korea

• Involved in the maintenance, operation, and administration of an airborne intercept and analysis, high accuracy direction finding and secure communication system that operated on an Ethernet network that utilized the Windows NT operating system. Accountable for the maintenance and mission operability of the Integrated Processing Facility.

TECHNICAL SKILLS:

• Ten years of increasing experience in maintaining Computer Information Systems in a networked environment. This includes providing technical hardware and software support on Compaq, Dell, and Sun Microsystems workstations and servers, as well as printers. Performed installations, troubleshooting and diagnostics on various operating systems including Windows Vista, Server 2003, XP, 2000, 98, 95, NT, Unix, Sun OS and Solaris.
• Experienced in the training and instruction of new personnel on all phases of the job. Extensive knowledge of various remote software applications including GoToMeeting, Remote Desktop, and Net Meeting, as well as background with Active Directory. Operational and technical knowledge of MS 2007 and 2003 Office products. Experience with hardware and software of PDAs, digital cameras, scanners, multi-function printer and copier units. Skilled in the areas of writing, public speaking, teamwork and customer service.

CERTIFICATIONS:

• Certificate, Network+, CompTIA, 2005
• Certificate, A+ Operating Systems, CompTIA, 2002
• Certificate, A+ Core Hardware, CompTIA, 2002
• Certificate, Compaq Desktop Systems, Compaq, 2002
• Certificate, Compaq Notebook Systems, Compaq, 2002
• Certificate, Dell Desktop Systems, Dell, 2002
• Certificate, Dell Server Systems, Dell, 2002
• Certificate, Dell Laptop Systems, Dell, 2002
• Certificate, Dell Workstation Systems, Dell, 2002
• Certificate, Diebold Development and Education, OS2 Processors, 80 hours, 2002
• Certificate, Diebold Development and Education, MDS ATM Troubleshooting and Maintenance, 100 Hours, 2002
• Certificate, Dell Win/PC Repair Support, Intelligent Decisions Incorporated, 40 hours, 2001
• Certificate, Sun Cluster Administration Course, National Cryptologic School, 40 hours, 2001
• Certificate, IHUB Installation, Hardware and Maintenance Course, National Cryptologic School, 40 hours, 2001
• Certificate, Tektronics 740, 750, 840 and 850 Printer Course, Xerox Company, 40 Hours, 2001
• Certificate, Sun Microsystems Hardware and System Administration Course, US Army, 2 months, 1997
• Certificate with honors, Basic Electronics Maintenance Course, US Army, 8 months, 1997