PROFESSIONAL SUMMARY:

• Driven, motivated, and dedicated IT professional with 10 years of industry experience covering a vast array of functional areas within the Information Technology Career Field.
• Adept at solving network, hardware, software, telecommunication, electronic, and mobile technology issues in an expedient professional manner.
• Confidential veteran trained to be detailed oriented and highly self - motivated to accomplish any given task.

PROFESSIONAL EXPERIENCE:

Confidential

Senior Service Desk Technician

Responsibilities:

• Apply diagnostic techniques to identify, investigate cause, and resolve support issues from end user’s (device hardware, software, and connectivity issues.
• Provide Tier 3 Mobility support to the Operations team and Support organizations.
• Manage and maintain Active Directory objects and accounts.
• Respond to requests for technical assistance via phone, email and via the Remedy Tracking system
• Install operating systems and applications and conduct technical training demonstrations.
• Escalate more involved problems to the appropriate Engineering Level support teams.

Confidential

Specilaist/ technichian

Responsibilities:

• Support system re-design, enhancements and /or upgrades to existing production BES systems.
• Provide Technical input and present recommendations and solutions to decision makers including both Government and Contractor Staff.
• Support Tier 1 and Tier 2 Operational staff to troubleshoot and resolve escalated incidents/ or service requests; perform advanced technical analysis and troubleshooting
• Document system changes and participate in change control meetings.
• Implement secure mobile solutions that deliver email, calendar, contact information and Department-specific applications.
• Engage vendors for advanced troubleshooting, recommendations for system enhancements.

Confidential

User Support Specialist

Responsibilities:

• Maintained and managed the mobile device implementation process, provided initial training for Apple Products and Mobile Enterprise Email.
• Processed and granted requests for access to share file locations across multiple Confidential networks.
• Repaired, replaced, removed, upgraded, tested and/or coordinated fix actions for "out of warranty" equipment that could not be resolved at the Tier I or Tier II level.
• Deployed PCs, Printers, Operating Systems, and Applications to end users installed and configured to the exacting specifications required for security and compliance.
• Support mobile software and configuration updates.
• Provisioned, configured, and conducted the deployment of new mobile devices to users located throughout the U.S.
• Assisted and implemented installations, configurations, programming, initialization of VTC systems and teleconference equipment.
• Utilized Active Directory to develop and modify user account profiles and join PCs to domains

Confidential

Clinical Systems Help Desk Technician

Responsibilities:

• Assisted users with personal computer (PC) and server problems relating to hardware, software, and network configurations.
• Troubleshot all Microsoft Office Automation Tools, Microsoft Operating Systems, and Microsoft Electronic Mail software, as well as any other Automated Information System interfaces with the PC.
• Troubleshot printers and other PC peripherals as well as connectivity problems.
• Supported the implementation of computer security through automated procedures, manual fixes, and customer interaction.
• Maintained conceptual knowledge of networking to troubleshoot PC problems such as connections and file level security
• Created deleted, modified, repaired email and user accounts and updates passwords.
• Validated user accounts for active and inactive staff. Manage user accounts.
• Assisted installation and implementation of small-scale Information Technology (IT) projects local to Langley Confidential .

Confidential, Chesapeake, VA

Information Systems Administrator

Responsibilities:

• Provided Tier 3 level technical support abroad and local, installing and maintaining the shipboard and shore ATIS software for the Confidential (SPAWAR, NAVSEA).
• Managed, administered, and installed SQL Server 2008 R2 or above database servers
• Configured SQL Server monitoring utilities to minimize false alarms.
• Provided disaster recovery testing and maintaining of fleet ATIS backups.
• When performance issues arise, determine the most effective way to increase performance including hardware purchases, server configuration changes, or index/query changes
• Introduced and integrated new technologies into existing data center environments.
• Performed routine audits of network systems and installed software for overall program compliance.
• Applied operating system updates, patches, and configuration changes to CANES server and ATIS software.
• Responsible for the documentation of the configuration of the system as well as all performance troubleshooting and system tuning.
• Defined, oversaw, and participated in the work performed to plan, design, and manage network infrastructure components for effective performance, cost effectiveness, and availability.
• Performed daily system monitoring, verified the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups Perform regular security monitoring to identify any possible intrusions.
• Utilized CISCO Meraki network products to manage warehouse wide WiFi usage.
• Performed daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.
• Repaired and recovered from hardware or software failures. Coordinate and communicate with impacted constituencies
• Applied OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Performed periodic performance reporting to support capacity planning.
• Performed ongoing performance tuning, hardware upgrades, and resource optimization as required.

Confidential, Newport News, VA

Helpdesk Analyst / Frontline Support

Responsibilities:

• Addressed and resolved basic incidents and requests; logged all incidents and requests; engaged other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Created a positive customer support experience and builds strong relationships through deep problem understanding, ensured timely resolution or escalation, communicated promptly on progress, and handling customers with a consummately professional attitude.
• Expanded general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
• Analyzed and resolved incidents and requests regarding use of application software or hardware.
• Followed up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests were filled, and the customer communication is complete.
• Documented resolutions and updated self-help and staff knowledge bases.
• Provided excellent service through phone, email and instant message to users for basic end user related hardware and software issues and, desktop related LAN issues.
• Configured and reset the network access accounts whenever required Installation of new hardware and software.
• Processed software and hardware access requests by coordinating user setups, installations and upgrades.

Confidential, Ft. Eustis, VA

Tier 1 Help Desk Support

Responsibilities:

• Acted as liaison between end-users and external Confidential training community functional areas, schools, course managers, and course-ware/course content providers to refer or respond to student reports of course content or course ware behavior.
• Conducted research using collaborative tools, the web, and other resources to obtain answers to all inquiries in regards to the Confidential Learning Management Systems (ALMS).
• Assisted end-users to navigate the ALMS environment, to include advice on locating, registering for, and launching online courses; tracking progress; and managing their overall courses of self-study
• Administered and evaluated end-user accounts, role/permission assignments, and logon activity/anomalies within the ALMS.
• Documented and logged problem reports from customers into a trouble ticket/incident reporting system to facilitate tracking, workflow management, escalation, and resolution of issues.
• Responded to incoming customer inquiries for Confidential -Wide Training Support products and services

Confidential, Chesapeake, VA

Technical Support Representative

Responsibilities:

• Acted as the subject matter expert to a group of 75 to 100 technicians in-house and a small number of outside product specialist retail locations
• Maximized equipment up-time through timely response and effective and efficient offsite repair with selective customer training to ensure high levels of customer satisfaction.
• Demonstrated mechanical and electrical aptitude within the realm of small office/ home office equipment. (Printers, Scanners, Physical Print Servers)
• Communicated and interacted with customers, field service, sales, management, and administration in a way this is courteous, positive and professional.
• Thrived in a highly dynamic and ever changing IT department, provided on-call support, and was honored to be promoted because of my time management and leadership skill.
• Demonstrated a natural affinity for troubleshooting and resolving client issues quickly, and delivering outstanding customer service while doing so.
• Provided feedback on new processes and new products not yet released to the public directly to product engineers and Confidential Corporate offices
• Monitored personal team of technicians monthly and provides feedback based on a predetermined scale of metrics and troubleshooting ability
• Scheduled and organized shift patterns for other team members to ensure that customers are never left unattended to.
• Facilitated and organized training sessions for all agents and participated in recruitment of new call center agents.

Confidential, Virginia Beach, VA

Information Technology Specialist

Responsibilities:

• Provided troubleshooting for software systems and system hardware on areas such as IP conflicts, TCP/IP routing, satellite signal acquisition, data path transmission and related irregularities.
• Documented reports on network architecture and functioning - Maintained and delineated important equipment needed for network operations and tasks.
• Maintained network equipment including Cisco switches and routers.
• Implemented the migration of over 8000 employees' e-mail to Confidential ENTERPRISE EMAIL using Outlook 2010 and/or Outlook Web Access (OWA) client access.
• Maintained network equipment including Cisco switches and routers.
• Implemented the migration of over 8000 employees' e-mail to Confidential ENTERPRISE EMAIL using Outlook 2010 and/or Outlook Web Access (OWA) client access.
• Provided daily hardware and software technical support for military computer and communications hardware, software and equipment created with BMC remedy trouble ticket software.
• Ensured data integrity and security through administration hierarchy, denying external unauthorized access.
• Created user accounts, and security groups, assigned permissions, deployed client workstations to network.
• Diagnosed clients’ computer issues remotely on the network using Windows Remote Desktop application and created hardware profiles for laptop clients.
• Provided overall router and server administration including monitoring, analysis, troubleshooting and performance tuning.
• Provided troubleshooting for software systems and system hardware on areas such as IP conflicts, TCP/IP routing, satellite signal acquisition, data path transmission and related irregularities.

Confidential

Signal Support Specialist

Responsibilities:

• Proactively monitored and troubleshot all hardware, software, and support equipment involved in the collection, processing, and transmission of specialized field data, including servers, modems, routers, switches, satellite communications uplink / downlink equipment, Confidential systems, and generators.
• Assisted in customizing the network as per requirements by adding new applications and programs to existing networks.
• Ensured that the installed applications and network functioned properly and sorted out minor issues such as insufficient speed and crashes.
• Planned and provided training and support for the Divisions local area networks which serviced over 10,000 users.
• Supervised the tactical communications and automated Help Desk support to the Battalion Command team.
• Served as the Senior Signal Support Systems/Re-transmission Team Chief in a Division Special Troops Battalion.
• Assisted in staff supervision of information network security and Confidential Information Assurance policies.
• Managed and configured existing network design to facilitate day to day usage.