SUMMARY:

Committed to professionalism, highly organized, work under strict deadline schedules with attention to details and perfection, have excellent written and verbal communication skills. The position should provide me with an opportunity to utilize the technical, logistical, and managerial skills that I have gained over the years.

PROFESSIONAL EXPERIENCE:

SR IT Analyst

Confidential

Responsibilities:

• Direct the efforts of the Desk side team to meet operational day to day deliverables ensuring a highly productive and secure desktop environment
• Understand objectives, role, and function of each team member
• Lead by example in managing staff and building a strong, client - focused technical support team
• Provided SharePoint best practices and advice regarding site set-up, site security, maintenance, and future needs
• Asset Management
• Good understanding of cGMPs and regulations
• Dispatch vendors to a specific issue
• In charge of equipment and software deployment
• Install, Configure and support Webex, Confidential Jabber, File Transfer Protocols and various other programs
• Installs and tests telecommunication components, including analog circuits, T1 lines, transmission lines, and circuit packs; operates and maintains data test equipment, analyzes telecommunications system data, and makes corrections to the system as needed.
• Coordinates moves, adds and changes of telecommunication equipment by: obtaining written estimates and authorizations, implementing software changes, contacting vendors to schedule service or purchase equipment, invoicing users for services, and maintaining an inventory of devices and their locations within the network.
• Administers call accounting systems by maintaining data bases, producing reports of calls, invoicing users, tracking calls as requested and resolving problems; analyzes system for cost effectiveness and recommends ways to cut maintenance costs and use revenue to enhance system performance.
• Responds to technical emergencies during rotating shifts of 24-hour-a-day (RTO)
• Deploy database change scripts provided by third party vendors
• When performance issues arise, determine the most effective way to increase performance including hardware purchases, server configuration changes, or index/query changes
• Manage the development of the team by ensuring that daily tasks and activities are in line with their abilities; understand career aspirations
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, BlackBerrys, Smartphones, and basic printer support
• Maintain, Create and edit Google Applications (Google sheets, docs, drive, Gmail, etc.)
• Experience configuring, imaging, maintaining and troubleshooting Windows XP and Windows 7 based desktops, laptops, tablets and toughbooks
• Install, configure and support Citrix, Office 2010/2013/2016, O365.
• Install, configure and support hard drive encryption, decryption, recovery
• Basic understanding of Confidential switches, routers and TCP / IP networking
• Load image and create/manage/change configurations of client profiles on computing device using Windows Operating Systems (ie Windows 7) and Macintosh (MAC)
• Add client devices to a domain and resolve issues that may occur because of
• Support users with Apple Mac and IOS devices
• Support Multifunctional Devices (MFD) for issues like Scan to Email, Scan to Fax, and Email to Fax etc.
• Support Hardware Refresh, Redeployment, and Disposal activities
• Troubleshooting and resolving software issues.
• Ability to install, configure, reconfigure, or reinstall software including remote support
• Good working knowledge of Linux commands, tools, and system administration
• Support and configure all Videoconferences ex Intercall, Polycom, Skype, Confidential Telepresence
• Performing asset inventory activities as needed.
• Trains and orients users on use of hardware and software.
• Recommends and / or performs upgrades on systems to ensure longevity
• Support VIPs on site, if necessary
• Coordinate with local cabling vendor for cabling requirements

SR IT Analyst

Confidential, North Carolina

Responsibilities:

• Experience configuring, imaging, maintaining and troubleshooting Windows XP and Windows 7 based desktops, laptops, tablets and toughbooks
• Install, configure, and support HEAT
• Admin / Configuration / Development knowledge
• Incident Management, Problem Management, Change Management, Release Management,
• Knowledge Management, Asset management, CMDB, Service Requests and SLM
• Writing UI Actions / UI policy / Access Control Lists, etc.
• Hands on experience with client scripts and business rules.
• Overview of different integrations like LDAP integration and Overview of Web-services.
• Retrieving complex reporting’s based on user requirements
• Understanding of system logs
• Import/Export of data for different modules
• Update sets to move customization from Dev. to Production Instance.
• Good Understanding of ITIL Concepts
• Install, configure, and support hard drive encryption, decryption, recovery
• Create and Analyze data and reports
• Basic understanding of Confidential switches, routers and TCP / IP networking
• Load image and create/manage/change configurations of client profiles on computing device using Windows Operating Systems (ie Windows 7) and Macintosh (MAC)
• Add client devices to a domain and resolve issues that may occur because of changes to the clients' computing environment under this contract.
• Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help
• Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
• Tracking and classifying incoming incidents or service requests, attempting initially solutions.
• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Customer Service
• Update the knowledge base & work logs
• Coaching analysts for correct routing of tickets, capturing critical information
• Technically upgrade across versions of environment when required
• Adhere to organization policies and procedures
• Complies to regulatory requirements
• Apple OS X Yosemite and OS X Mountain Lion desktops, laptops, tablets and all Apple products
• Alert Monitoring &Ticket Monitoring
• Informing On - call support
• Telecom Specialist as a WebEx, Confidential Jabber conference and Inter Call audio conference Administrator supporting employees
• IT asset tracking and management
• Install, configure and support McAfee Suite and/or Symantec Anti-Virus software on a PC
• Dispatch vendors to a specific issue

Operations Manager/ SR Video Conference Engineer/ SR Technical Analyst

Confidential, Raleigh, NC

Responsibilities:

• Manage and increase the effectiveness and efficiency of Support Services ( Confidential, IT, Logistics and Finance), through improvements to each function as well as coordination and communication between support and business functions.
• Software deployment and licensing
• Experience configuring, imaging, maintaining and troubleshooting Windows XP and Windows 7 based
• Knowledge Management, Asset management, CMDB, Service Requests and SLM
• Writing UI Actions / UI policy / Access Control Lists, etc.
• Hands on experience with client scripts and business rules.
• Overview of different integrations like LDAP integration and Overview of Web-services.
• Retrieving complex reporting’s based on user requirements
• Understanding of system logs
• Telecom Specialist as a WebEx, Confidential Jabber conference and Inter Call audio conference Administrator supporting employees
• Import/Export of data for different modules
• Update sets to move customization from Dev. to Production Instance.
• Good Understanding of ITIL Concepts
• Install, configure, and support hard drive encryption, decryption, recovery
• Create and Analyze data and reports
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Apple OS X Yosemite and OS X Mountain Lion desktops, laptops, tablets and all Apple products
• IT asset tracking and management
• Schedule and dispatch workers, work crews, equipment, or service vehicles to appropriate locations per customer requests, specifications, or needs, using radios, instant messaging, or telephones.
• Development of individual program budgets
• Provided trouble shooting via web ex
• Extensive knowledge and experience with video-conferencing (VC) systems, products, components, and vendors.
• Tracking and classifying incoming incidents or service requests, attempting initially solutions.
• Provides initial assessment of categorization and prioritization for reported Incidents and
• Service Requests and provides initial support, targeting a higher level of first contact resolution
• Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
• Perform hierarchical escalation to Service Desk Management and Incident Management
• Provide communication to end users concerning the status of Incidents, Service Requests, and Changes
• Compiles data through Incident entry
• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process
• Customer Service
• Update the knowledge base & work logs
• Coaching analysts for correct routing of tickets, capturing critical information
• IT asset tracking and management
• Install, configure and support McAfee Suite and/or Symantec Anti-Virus software on a PC
• Install, configure and support Java, Sharepoint and SAS
• Implementing new POS systems to New and Existing customers
• Basic understanding of Confidential switches, routers and TCP / IP networking
• Knowledge and Experience with Database management systems (DBMS)
• Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones, Instant Messaging and two-way radios.
• Reconciling monthly activity, generating year-end reports, and fulfilling tax related requirements
• Service Desk team management
• Coordinate the RMA parts replacement in support of standard customer maintenance agreements
• Analyze and rectify customer / technician concerns using establish procedures.
• Installed and maintained routers, printers fax machine, computers
• Pay Train new personnel on inventory flow and inventory data recording procedures
• Creating, Maintaining and enforcing a process for Return Materials Authorization
• Develop, create, and implement customer information for the customer data Hub
• Oversee monthly and quarterly assessments and forecasts of organization's financial performance against budget, financial and operational goals. Oversee short and long-term financial and managerial reporting
• Disbursement of checks for agency expenses
• Maintaining Intersection's archival and administrative
• Experience with Windows Server 2008 / 2012,
• Managing day to day processing of accounts receivable and payable using QuickBooks, producing reports as requested
• Develop, maintain, and monitor all accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems.
• Knowledge of tax and other compliance implications of non-profit status
• Prepared information and input for the salary budgets.
• Develop long-range forecasts and maintain long-range financial plans.
• Prepare annual audit and be a liaison with all outside vendor.
• Organizational Effectiveness
• Administration & Scheduling using TMS
• Upgrading Firmware for all Confidential endpoints

Network Engineer/Logistics SR Project Manager

Confidential, Raleigh, NC

Responsibilities:

• Provided trouble shooting via Web EX
• Provides trouble shooting with Tandberg products
• Remote technical support for all types of video conferencing
• Provide ongoing preventative maintenance including software upgrades, equipment testing, and user training.
• Dispatch vendors to a specific issue
• Confidential VOIP
• Experience working with incident/change/request management systems (Magic, Remedy)
• Coordinate the RMA parts replacement and dispatch of service technicians in support of standard customer maintenance agreements
• Analyze and rectify customer / technician concerns using establish procedures. documentation on daily basis
• Handle key inventory tasks and monitored for inventory discrepancies
• Solid knowledge of SAN/LAN/WAN architecture and technology
• Experience with Windows XP, Vista and 7
• Basic understanding of Confidential switches, routers and TCP / IP networking
• Review existing inventory control procedures and revised them wherever required
• Prepare & deliver MPR (monthly performance report) to track business metrics actual vs. target;
• Train new personnel on inventory flow and inventory data recording procedures
• Creating, Maintaining, and enforcing a process for Return Materials Authorization
• Develop, create, and implement customer information for the customer data Hub
• Concepts and principles of customer service, especially in a call center environment
• Develop, create, and implement South American procedure for import and export
• Communicate and build rapport with partners and end users; convey trust and assurance.
• Coordinate the RMA parts replacement and dispatch of service technicians in support of standard customer maintenance agreements
• Experience with Windows Server 2008 / 2012
• Administration & Scheduling using TMS
• Upgrading Firmware for all Confidential endpoints
• Open, maintain and close trouble-tickets for all incoming customer requests

SR, Inventory Control Manager/ Project Manager /SR Dispatcher

Confidential, Melbourne, FL

Responsibilities:

• Handle key inventory tasks and monitored for inventory discrepancies
• Review existing inventory control procedures and revised them wherever required
• Prepare & deliver MPR (monthly performance report) to track business metrics actual vs. target;
• Experience working with incident/change/request management systems (Magic, Remedy)
• Train new personnel on inventory flow and inventory data recording procedures
• Creating, Maintaining and enforcing a process for Return Materials Authorization
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Develop, create, and implement customer information for the customer data Hub
• Relay work orders, messages, and information to or from work crews, supervisors, and field inspectors using telephones, Instant Messaging and two-way radios
• Remote technical support for all types of video conferencing
• Provide ongoing preventative maintenance including software upgrades, equipment testing, and user training.
• Knowledge with Windows Media, Quicktime and Flash working with TMS
• Experience working in Virtual Networks.
• Experience working with Jabber
• Install, configure and support VPN /remote connectivity
• IT asset tracking and management
• Order, ship and Track equipment with each customer and follow-up with documentation on daily basis
• Handle key inventory tasks and monitored for inventory discrepancies
• Experience with Windows XP, Vista and 7
• Tracking and classifying incoming incidents or service requests, attempting initially solutions.
• Provides initial assessment of categorization and prioritization for reported Incidents and
• Service Requests and provides initial support, targeting a higher level of first contact resolution
• Provide communication to end users concerning the status of Incidents, Service Requests, and Changes
• Compiles data through Incident entry
• Independently resolve tickets within SLA
• Adheres to standard operating procedures / work instructions
• Follow the escalation process

Confidential, Palm Bay, FL

Human Resources Manager

Responsibilities:

• Coordinated appropriate pre-employment background checks and drug screening.
• Ensured proper documentation for employment with I-9 and E-verify
• Performed various administrative duties
• Maintained and develop Confidential policies, ensuring compliance and to contribute the development of corporate Confidential policies.
• Timely recruitment of required level / quality of Management staff, other business lines staff, including non-billable staff with appropriate global approvals, to meet business needs, focusing on Employee Retention and key Employee Identification initiatives.
• Provide active support in the selection of Recruitment agencies which meet the corporate standard and recruitment using webs and advertisements
• Prepared information and input for the salary budgets. Ensure compliance to the approved salary budget; give focus on pay for performance and salary benchmarks where available.
• Ensure adherence to corporate guideline on salary adjustments and promotions. Coordinate increments and promotions of all staff.
• Ensure appropriate communication at all staff levels. maintained and developed leading edge Confidential systems and processes to address the effective management of people in relation to the following in order to maintain competitive advantage for Performance Management, Compensation / Benefit programs, Reward and Recognition Management Development / Career Development and Staff
• Retention
• Recommend and ensure implementation of Strategic directions for people development within the organization.
• Ensure a motivational climate in the organization, including adequate opportunities for career growth and development.
• Provide counsel and assistance to employees at all levels in accordance with the company's policies and procedures as well as relevant legislation.