SUMMARY:

• Proven leader with strong organizational skills and project management skills.
• Fifteen plus years in a customer - forward position have given me the ability to work in an ever changing environment and meet the varying needs of my clientele, Acknowledge for capacity to tackle challenging issues, analyze viable alternatives, and provide innovative solutions that reside well within clients’ financial and time frameworks.
• Persistence, personal integrity, and channeled energies are major strength consistently cited by managers and clients alike-universally praising team spirits, independent work habits, and the determination to conquer technical challenges.

PROFESSIONAL EXPERIENCE:

Lead Tier II Analyst

Confidential, Arlington, VA

Responsibilities:

• Support 1200+ user locally and over the US as part of a team of nine.
• Mandate systems through CISCO and use telephone systems through Confidential .
• Respond to support request made in person, by phone and email, then document the problem, the action taken and the resolution in a ticket management system.
• Work within a tiered structure, assisting junior level staff, while escalating complex issues to more senior team members.
• Install, configure and troubleshoot Windows XP and Windows clients in an Active Directory environment.
• Support client using network and local printers and scanners.
• Support clients using Microsoft Office and various COTS and GOTS
• Support clients using Virtual Desktop Infrastructure
• Support clients server and web based applications and other propriety software.
• Support clients working remotely via a Cisco VPN software client over cable or Confidential connections and clients using iPhones and iPads.
• Perform Active Directory Domain administratives tasks.
• Contribute to SharePoint based knowledge base by adding resolutions for known issues and updating documentation as needed.
• Communicate with the rest of the IT department to identify and resolve system wide issues.

IT Technician/ Software Support

Confidential, Washington, DC

Responsibilities:

• Responsible for the maintenance, repair and installation of personal computer and network hardware and software.
• Review, maintained and performed upgrades to existing personal computer systems.
• Troubleshoot problems and determine solutions. Duties include system administration user account creation, backup/restoring data, ad providing specialized support to systems. troubleshoot by responding to user reports about service interruptions, analyzing network logs to locate the source of a problem and applying an appropriate solution.
• Applied solution by restoring broken or intermittent connections, adjusting software configurations, installing patches and rebooting the entire system.
• Monitored daily server traffic and system usage; maintained user accounts and access privileges; maintained network logs; updated network, application and security software;performed scheduled backups; performed scheduled tests; assisting with the realization of special projects; wrote user documentation; trained new users.
• Installed, troubleshoot, and configure Windows 7 Client, Microsoft Office Suite, applications and various internet browsers.
• Investigated hardware and software problems and performs and perform minor system hardware and communication connection repairs. mutation tool HP LoadRunner to stimulate an operational transaction load in performance testing scenarios.
• Determined user specifications for hardware and software and perform purchasing of hardware and software to meet the user’s needs. Experience utilizing the performance testing.
• Assisted with patch management of desktop operating systems.
• Developing client SharePoint sites and provided support as needed.

Tier I Help Desk Analyst

Confidential, Washington, DC

Responsibilities:

• Provide remote administrated desktop and software support using Remote Desktop on Confidential workstations.
• Provide logon support to customers of hardware, applications, and web base applications.
• Provide support of Confidential in a PKI environment.
• Verify security and reset of passwords for Confidential network infrastructure.
• Logged and Tracked calls received using a Windows XP and or 7 desktop systems running a web-based ticketing system.
• Researching and resolve caller inquires by utilizing established procedures, user manuals, accessing on-line applications, support groups.
• Troubleshoot and resolve hard interacting with hardware vendors, application developers and remote facility infrastructure teams.
• Troubleshoot Confidential systems such as RAPIDS and DBIDS.hardware, Printer, Operating System ( Windows XP, Vista, & 7 and Confidential OS X) and software (applications)
• Assisted Verifying Officials and Sites Security Managers with adding armed force members and veterans in the Confidential database.
• Provided exceptional customer service for Help desk support on MS office 2007 & 2010 including MS office for Confidential (iWorks).
• Provide configuration, installation, product suite support and troubleshoot for ware, software and communications issues by or interacting with internal and externa l

Technician Analyst

Confidential, Washington, DC

Responsibilities:

• Installed network Confidential refresh team for copied and configured user local profiles on Confidential ’s.Installed network Confidential ’s in a Hospital and Banking environment.
• Coordinated data updates with the technical staff; provided reports and dat access to the public in accordance with the Freedom of Information Act;
• Provide reports and data access to the public on accordance with the public in accordance with the Freedom of Information Act;
• Creating and reviewing user documentation.
• Coordinated data updates with the technical staff.
• Tests application enhancements and new system features.

Customer Support Analyst Tier I

Confidential, Arlington, VA

Responsibilities:

• Perform internet research on a broad range of subject.
• Provide end user support and basic training for SharePoint 2010 foundation.
• Perform basic telesales and schedule appointments.
• Assist with design, migration and updates of Kentico websites
• Support Microsoft Office 365 Migration, Archiving, eDiscovery, Compliance and Data Loss Prevention.