SUMMARY:

I am looking to expand my knowledge and work experience in the IT world with a focus on system administration, and growing my background in the cyber security industry.

EMPLOYMENT/EXPERIENCE:

Confidential

IT Specialist/Security Officer

Responsibilities:

• Delivers customer support programs and services including installation, troubleshooting, and user assistance with a focus of IT security functions as it relates to the Internet, network operations, user access, and other areas as they are identified.
• Works with program and administrative office’s staff to resolve recurring and chronic end user problems. Installs, troubleshoots, maintains, and repairs hardware and software.
• Assist with tasks for development and maintenance of the IMLS supported products including hardware, software, and applications
• Maintain nventories of deployed equipment and software; maintenance history of all IMLS equipment supported by OCIO, database of spare parts inventory, database of manuals and CDs; and software license database that covers the entire grant management life cycle.
• Prepares statistical documents required for monitoring IT Help Desk performance.
• Prepares technical documentation of OCIO products and services
• Develops SOP’s for procedures documenting the OCIO processes.
• Certified as a Contracting Officer Representative (COR) to assist with contract management.

Confidential

Consultant

Responsibilities:

• Provide strategic communication support to the GMD Systems Branch
• Provide Change management, system implementation, grants management support
• Help define key messages and develop presentations, talking points, website content in addition to other forms of communication about the Branch’s activities.
• Supports the development and implementation of the Non - Disaster Grants Management System ( Confidential ), which is intended to provide Confidential with a system that covers the entire grant management lifecycle.
• Assist in developing tracker and process for Confidential system request.
• Provide user support for system access request for systems utilized by FEMA staff.
• Assist in writing and delivering information to update internal and external stakeholders on system functionality.

Confidential

Helpdesk Analyst

Responsibilities:

• Provide Confidential expertise.
• Develops and maintains SOPs for helpdesk support.
• Inbound phone support and logging of trouble ticket calls into Heat ticketing system.
• Email/Voicemail support
• Installs and configures desktop software remotely.
• Follow procedures for problem escalation/prioritization.
• Establishes and manages user accounts.
• Troubleshoot computer hardware and software (MS Office, Adobe, WordPerfect, Internet Explorer, CA Tools, Active Directory, Windows XP etc.)
• Account Creation/Maintenance
• Assist with training/coaching of new team members

Confidential

Associate Help Desk Technician

Responsibilities:

• Maintain and track trouble tickets through final resolution using Remedy.
• Manage and maintain a high "first contact" resolution rate that is tracked through established agreements
• Troubleshoot computer hardware and software (MS Office, Internet Explorer, Windows XP, etc.)
• Expertise support for Confidential
• Tier I support during initial calls
• Assist in resolving user problems and issues.
• Provide "live" support coverage to users worldwide

Confidential

Software Configuration Specialist/Implementation Specialists

Responsibilities:

• Database design and development of report structures
• Modify computer database, and related reports and documentation as required to further prepare and ready the Customer's POS system for installation
• Assist to Configure applications/operating systems, and configure/test complete systems according to design for POS systems using TCP/IP in a LAN environment.
• Assist in large/complex system installations as required and other field/in-house activities
• Track, research and resolve post install cases utilizing Clarify Tracking software
• Develops and maintains SOPs
• Stage/prepare Customer equipment for installation.
• Prepare/setup equipment for End-User training
• Conduct End-User, Staff and/or Management training
• Provide "live" support coverage on Customer sites nationwide.
• Address Customer issues list and assist with obtaining final Customer sign-offs
• Troubleshoot computer hardware and software ( Confidential Software, Server 2003, Windows XP

Confidential

Business Accounts Coordinator

Responsibilities:

• Team Trainer
• Team Point of Contact
• Inbound phone support
• Troubleshoot telecommunications equipment (to include: Wireless Air Cards, Cell Phones, and PDA/Smart phones/Blackberry devices.)
• Responsible for learning detailed information dealing with the wireless industry while working independently
• National Business Accounts support/maintenance
• Offline Follow-up team
• Priority/White Glove Business Accounts Team member.

Confidential

Intern

Responsibilities:

• Troubleshoot computer hardware (Desktops, Printers, Projectors) and software (MS Office, Adobe, Word Perfect, Internet Explorer, Dream Weaver, Windows 95/XP etc)
• Maintained a database to track internal documents throughout the office.
• Develops and maintains SOPs
• Operated daily as apart of the desktop support team which helped to support the Overseas Building Operations Bureau.
• Handled the distribution of all documents and other correspondence that entered the office.
• Data entry

Confidential

Sales Representative

Responsibilities:

• Assisted customers with purchases, cashier duties
• Troubleshoot electronics to include (AV equipment, CB Radios, Cell Phones, and other Confidential products)
• Kept a detailed oriented inventory log which allowed me to utilize my accounting skills
• Assisted customers with wireless sells
• Maintained appearance of the store