Independent Contractor Resume VA - Hire IT People

SUMMARY:

Information Technology (IT) Professional offering over 10 years of exceptional technical support and proven ability to manage and maintain high - availability systems, help desk management, and systems/network administration. Advanced at every IT/IS project to include Help Desk Team Leader. Career marked by highly visible roles with Electronic Systems, Verizon Online, and Confidential . Areas of expertise:
HW/SW Installation & Configuration
Information Security Practices
System Migrations & Upgrades
Team Leadership & Mentoring
Troubleshooting & Root Cause Analysis
System/Equipment Integration
Email & Network Account Management
End-user Support & Communication

PROFESSIONAL EXPERIENCE:

Independent Contractor

Confidential,VA

Responsibilities:

Resolved 97% of all IT field calls, remote calls, and inbound customer calls within Service Level Agreement of clients.
Maintained an average of 5 stars out of 5 stars across all customer service/client ratings.
Configured/installed: PDA, various wireless routers, SMART appliances, Apple Iphone, Android devices, Mac IOS OS 8-present, Windows operating systems 95- 10 Pro, supported/configured Microsoft Server 8,10,12, basic setup of LAN and WAN devices.

Tier 2 Help Desk Specialist

Confidential, Chesapeake, VA

Responsibilities:

Maintained a 9.7/10 customer satisfaction rating on all corporate customer surveys.
Promoted to Tier 2 Advanced Internet Support Team Leader of 10 members in less than a year.
Implemented tracking software that lowered customer wait times by 15%.
Maintained perfect attendance and had an average call time of less than 5 minutes.
Supported Tier 1 and customer escalations from other departments.
Continually provided product and support improvement ideas in team meetings.

Senior Network Administrator

Confidential,VA

Responsibilities:

Maintained and supported a 99% uptime of Navy supply ship network.
Upgraded 5 ships from Microsoft Exchange Server 2008 to 2012.
Replaced 75 workstations with full functionality in one day.
Installed, administered, maintained, troubleshot, and supported high-availability systems, server stacks, LAN, VTC, and peripherals.

Technical Support Representative

Confidential,Virginia Beach,VA

Responsibilities:

Maintained 96% classroom uptime with Navy Network.
Replaced 35 networked workstations with full network functionality in 8 hours.
Upgraded Oceana Naval Base/CNATTU server from Microsoft Server 2003 to Server 2008.
Installed touchscreen learning centers for 8 classrooms.
Team leader of 12 Field Technicians.