SUMMARY:

Pursue an IT Specialist or IT Team Management role, focused on proliferation of business initiatives, leverage my experience, problem solving skills to enhance productivity, maximize performance and ultimately reduce total cost of ownership.

AREAS OF EXPERTISE:

• Hardware configuration/support
• Proactive desktop refresh
• Software installation and troubleshooting
• Equipment research/evaluation
• Experience providing IT operations support
• Superior Customer Service skills
• Asset tracking/management/disposition
• Data migrations for end users
• Demonstrated Project Management ability
• Hardware and software procurement
• Training and leadership of IT team members
• Management of remote IT resources
• Microsoft SharePoint admin/content management - EEO Counseling
• Web design utilizing iWeb and XHTML

TECHNICAL PROFICIENCIES:

Platforms: Microsoft Windows 2000/XP, Confidential OS, Virtual Machine, AS/400 (via emulation)

Tools: Remote Desktop Console, SCCM, Configuration Manager, Crystal Reports, Microsoft Operating System Deployment, Apple Remote Desktop, Symantec Ghost, Active Directory, Symantec Antivirus VPN connectivity, Microsoft Office Suite, Microsoft Project, Incident Tracking/Management (Remedy, Peregrine), Microsoft Outlook, Apple Mail, Quickmail, Instant Messageing/Chat, Clarity, Dreamweaver.

Hardware: HP/Compaq desktops and laptops, Dell laptops, Apple desktop Cisco Wireless cards, Verizon Air Cards, Apple Airport, broadband routers, USB based wireless adapters, HP Laser Printers, Lexmark Laser Printers, Cisco IP phones, Blackberry Curve, Canon digital SLR camera

Languages: HTML, MS-DOS

WORK HISTORY:

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Redesign and maintenance of knowledge base Sharepoint site, incorporating design from iWeb.
• Following security specific protocols for government IT support and handling of information.
• Serving as EEO Counselor for Information Technology branch.
• Co-authoring service level agreements and standard operating policies.
• Running of daily metrics reports using Crystal Reports.
• Troubleshooting and resolving IT support issues.
• Ticketing and routing of IT issues to appropriate fix agents.
• Creation of an IT self-help webpage.
• Participating in pre-pilot testing of government software applications.
• Providing leadership and guidance to junior specialists.
• Revision and testing of new-hire training documentation.
• Co-authoring service level agreements and standard operating policies.
• Design and implementation of email ticket submission process.
• Serving as EEO Counselor for Information Technology branch.

Confidential, Glen Allen, VA

User Support Engineer

Responsibilities:

• Production support (desktop hardware & software) for insurance associates.
• Working with hiring managers to identify technology needs for new hires.
• Participating in equipment moves for users between site buildings.
• Deployment and initial configuration of extensions on Cisco IP phones.
• Requisition, re-image and redeployment of surplus desktop computers and laptops.
• Software deployment to virtual machines.
• Partition expansion of drive space on virtual machines.
• Installation of specialty insurance applications.
• Installation of Microsoft Office, Access, Project, Visio Team Studio 2008 and CRM.
• Configuration of SSL/VPN connections users on company-issued and personal computers.
• Performing Symantec AntiVirus scans.
• Resolving support issues using remote connection tools.
• Appropriate and timely routing of issues supported by other teams.
• Disposition and relocation of 300+ computer and related peripherals to other buildings.
• Deployment and initial configuration of 600+ Cisco IP phones.

Confidential, Richmond, VA

Senior PC Systems Support Specialist

Responsibilities:

• Production support (desktop hardware & software) for loan center associates.
• Working with offshore helpdesk to identify opportunities to improve Associate Satisfaction.
• Coordinating, distributing and managing Confidential Request workflow to site support team.
• Managing team communications to the business partners..
• Site implementation of national initiatives such as software implementations for current and sunset software dependencies.
• Equipment disposition
• Disposition of 700 pieces of legacy equipment, resulting in lower monthly lease costs/overhead
• Instrumental in improving Confidential process with off-shore resources to improve associate satisfaction
• Insured daily ‘system ready’ status of all desktop systems, to insure proper delivery of software installs, patches, and upgrades.

Consultant-Systems Engineer

Confidential

Responsibilities:

• Recommendation of a standard agency management system for multiple P&C agencies.
• Serving Confidential liaison and project manager for new carrier rollouts.
• Development of support transition plans to in corporate former Fleet sites into Bank standards.
• Owning, addressing and resolving daily technology operations needs for call center.
• Insuring adherence of call center and associates to Bank technology standards and procedures.
• Identification, documentation and development of reporting needs.
• Creation of technology and related infrastructure diagrams in Microsoft Visio.
• Documentation and vendor-adherence to committed service level agreements.
• Aligning new business unit with Bank technology processes and procurement standards
• Served as change manager/project manager for rollout of Confidential outbound dialer to support new branch within business unit.
• Instrumental in insuring uninterrupted support for newly acquired agency when budget constraints affected onsite support process.

Technology Project Analyst

Confidential

Responsibilities:

• Project managing business partner funded initiatives for server implementations, server load balancing, infrastructure upgrades
• Serving as site lead and project manager of printer standardization.
• Consulting business partners on technology related needs.
• Engaging vendor resources and ordering equipment utilizing service orders through Workforce Management System.
• Outline migration scope and team action records using Microsoft Project 2000 & Excel.
• Utilizing Clarity to accurately track and allocate daily cycles spent on projects.
• Serving as deployment co-lead for Richmond, VA deployment efforts (desktop migrations & proactive refresh).
• Project managing implementation of Big IP technologies to support e-commerce expansion
• Seamless disposition and implementation of printer refresh for all non-branch Bank offices in Richmond, VA.
• Participated as a consultant on implementation of a $150, 000 audio/visual upgrade to a conference room in Florida

Project Manager

Confidential

Responsibilities:

• Identifying, organizing, and managing migrations to the corporate standard desktop platform for individual users and entire lines of business (500 to 1000 or more users) moving from legacy platforms to Windows 2000 and Windows XP.
• Outline migration scope using Microsoft Project 2000 & Excel.
• Identifying, analyzing and addressing applications and other dependencies for client groups during migrations.
• Managing teams of installers (both on site and remote), including scheduling and adherence to related policy and procedure.
• Management of regional operations including expense control.
• Provide data and statistical analysis for Northeast deployment region (East Coast from Virginia up to New York) utilizing Microsoft Access and Microsoft Excel.
• Served as deployment co-lead for New York (advocate for successful migrations and escalation point for related process/procedure)
• Project status reporting and metrics.
• Proactive deployment forecasting and scheduling.
• Server decommission.
• Instrumental in the decommission of 25 legacy network servers through addressing of dependencies.
• Successful in project managing desktop refresh of nearly 2000 seats across 2 remote locations in 6 months.
• Provided critical reports detailing weekly progress and accomplishment for all regional refresh efforts and forecasting of anticipated accomplishments,

Confidential, Glen Allen, VA

Senior Support Specialist

Responsibilities:

• Providing leadership, guidance, and training to fellow support specialists.
• Building and maintaining IT people flows/escalations & contact rosters.
• Identifying revenue impacting software/hardware problems.
• Providing telephone and remote control based support for software applications including Remedy User, C2It (custom Macintosh “shell”), Microsoft Exchange, and customer billing systems.
• Providing leadership and guidance to co-workers as a lead support specialist.
• Managing issues and workload by using Remedy User.
• Creation of a training manual for all new hires and junior specialists
• Participated in successful rollout of an AS/400 based billing systems for all California offices.

Confidential, Richmond, VA

Technology Support Technician

Responsibilities:

• Maintaining, updating, troubleshooting hardware on all computers in 6 county schools, and 5 staff training labs, which were 99% Macintosh-based.
• Novell administration on Intranetware 4.11, to create and modify users, and set access rights.
• Administering QuickMail (inter-office email) for each school.
• Resolution of minor hardware repairs such as: replacing floppy disk drives, CD-ROM drives, and hard drives, installing batteries, and SIMMS/DIMMS.
• Maintaining good relations between schools and the Confidential .
• Instructing and training teachers on the proper use and care of computers and peripherals.
• Monthly maintenance on servers and administration machines.
• Participated in physical networking and setup of classroom desktop computers for all Henrico County middle and high schools.
• Setup of students on learning software Confidential school computer lab
• Instrumental in identifying and resolving server, software and desktop hardware issues Confidential schools to minimalize downtime and increase available resources to students.