TECHNICAL SKILLS:

Software: Microsoft Office 365 Administration Console, Intune Mobility Client, Microsoft Identity Manager, Safenet MobilePass, White Pages, Lotus Notes, IBM Domino Admin Client, Microsoft Office Suite 2003, 2007, 2010, &2016 (Access, Excel, PowerPoint, Word, OneNote), Microsoft Windows Operating Systems XP, Vista, Windows 7, Windows 8, and Windows 10. Bluecoat Web Filter, Norton Ghost; installing drivers, SharePoint, Salesforce, eMenu, basic HTML, blogs, and wikis, Remedy Ticketing system, ServiceNow ticketing system, Assyst ticketing system, basic understanding of database and SQL.

Hardware: Cisco IT Essentials (PC software and hardware); All PC desktops & laptops, general computer builds and hardware installations and swaps, BlackBerry configuration, iPhone Configuration, Android Configuration

Web Design: Created a website using the Google Blogger formatting tool. Designed the site and logo using Photoshop

Networking: General networking experience (running cables, troubleshooting connections, patching cables, activating ports). Assisted users with connecting to company VPN’s when teleworking via Citrix and Cisco Anyconnect.

Support: Help desk escalation and documentation on ticketing system, customer service support (email, phone, and in person)

EXPERIENCE:

Confidential, Washington, DC

Jr. Systems Analyst

Responsibilities:

• Provided overnight customer support for over 3000 users within the ITA network
• Used the Remote Desktop Tool to assist users overseas as well as domestic
• Worked both day and night shift, therefore have a good understanding of the differences between the two shifts
• Configured users work email to their government issued iPhones via Intune
• Assist users with teleworking tools such as Safenet Mobile Pass, Cisco Anyconnect, and Citrix
• Responsible for creating new user accounts and deleting old user accounts in MIM and Active Directory
• Supported users with Salesforce Outlook plugin installations
• Reset forgotten network passwords in Active Directory
• Made changes within Microsoft Office 365 Admin Console to reflect on users accounts
• Resolved 50 service tickets a month in ServiceNow

Confidential, Washington, DC

IT Specialist

Responsibilities:

• Led a team of 5 contractors in a migration project consisting of 1000 migrations
• Performed 4 migrations a day working with Partners and Counselors
• Satisfied 10 service tickets a day working in Assyst ticketing system
• Used problem solving skills to solve different issues and answer different questions in regards to Windows 10
• Created documents for knowledge based sections of the Lawfirm’s Insite in regards to Windows 10 questions.
• Rewrote the process we use to do the migration process

Small Business Owner, Largo, MD

Confidential

Responsibilities:

• Served over 50 customers a week, with dinners being approximately priced at $12 per meal
• Established a brand name in the Washington DC area with over 500 followers on business social media accounts.
• Prepared over 300 party wings every Monday and Tuesday by cleaning, brining, and seasoning them.
• Delivered at least 5 - 10 orders a day to surrounding areas while most customers elected to pick their order up.
• Developed business plans and specials every week

Confidential. Arlington, VA

Service and Support Engineer

Responsibilities:

• Provided qualified 1st and 2nd level support for users in the organization in order to swiftly rectify incidents and problems of IT systems
• Recorded over 300 incidents in the support tool for documentation and traceability purposes
• Think critically and independently to prioritize escalation as needed and provide support to users in technical matters and answer queries in regard to the use of the available IT equipment
• Assign system access rights and installing software and hardware in accordance with the relevant procedures
• Adhere to service levels agreements with the end users by completing at least 20 a week
• Provide IT services within defined service hours including on-call duties outside regular business hours which may include operation in a shift system in accordance with company needs
• Ensure high standards of quality, stability and consistency of the IT system environment according to our Principles of Administration and international guidelines
• Responsible for the setup, take down and re-location of all PC systems and other IT equipment
• Responsible for the setup/access of all incoming, outgoing and change requests for all end users
• Ensure correct inventorying and distribution of IT hardware following the existing rules and guidelines
• Ensure timely delivery of projects and distribution of workflow evenly among the team
• Supervising the implementation of merchandising layouts in stores
• Preparation and management of planned costs
• Managing utility charges within the region
• Managing contractors with whom buying agreements are in place
• Managing contractors with whom service agreements are in place
• Supervised over 5 groups contractors to place equipment in proper place
• Rearranged and organized entire supply room holding over 200 monitors and other miscellaneous items weighing over 50 lbs

Confidential, Tysons Corner, VA

Helpdesk Analyst

Responsibilities:

• Responsible for managing the Confidential Advantage Website Enterprise ecommerce platform that consists of 23 systems, more than 900,000 registered customers, and generates more than 6 Billion dollars in sales per year.
• Manage and deliver system information to vendors, customer agencies, and internal system users that grossed over $700 million in stock/schedules sale
• Provide business intelligence to internal and external customers to resolve issues. Direct management over Agency activity address code establishment, validation, and use, which is required to obtain supplies and equipment through the Fedstrip system from Confidential and DOD sources
• Assist customers through the entire process for purchasing Confidential goods and services compliant with all Government Agency and Federal Acquisition Regulations
• Assist the administration and implementation of programs for the development of training for vendors, customers, and internal users on new or revised automated acquisition systems
• Serve as Agency expert to customers in processes related to contract award, contract processing that include; acquisition planning, solicitation development, evaluation of bids, award of contracts, contract modifications, and contract close-out. Assisted over 100 lawyers with hardware and software issues on their desktops, laptops, and mobile devices
• Used Remedy Ticketing system to fulfill at least 20 service tickets on a daily basis. We had an SLA of satisfying at least 150 tickets a week.

Confidential, Washington, DC

Helpdesk Analyst

Responsibilities:

• Assisted over 100 lawyers with hardware and software issues on their desktops, laptops, and mobile devices
• Re-imaged and profiled approximately 3 laptops/desktops a day, adding the necessary software needed for that persons daily tasks
• Set up video conferences, and phone conferences in 4 large conference rooms in the building on a daily basis
• Solved approximately 10-15 service ticket requests daily
• Created, edited, and deleted accounts in Active Directory
• Set up new employees Cisco phones
• Assisted approximately 20 users weekly via phone support

Confidential, Washington, DC

IT Support Help Desk (Intern)

Responsibilities:

• Tier 1 Support (service requests/trouble tickets) Helped users find solutions to everyday problems, questions, or concerns with their workstations. Handled approximately 10-20 tickets a day.
• Resolve tickets and troubleshot to include: software application installation, updating RAM and drivers, adding printers, configuring network and firewall issues
• Performed PC moves. Users would receive a new location within the building and my responsibility would be to gather all of their computer components and set it up at the new station.
• Active Directory experience includes editing, creating, or deleting the users account.
• Ghostcast Server. Worked on a project where I had to help all 500 users in the building upgrade from Windows XP to Windows 7 OS. The Windows 7 Image was stored on a server and we used Ghostcast to deploy the image to the users.
• Software Installation. Users required certain software to complete different tasks. It was my responsibility to install the programs and explained how they worked.

Confidential, Bowie, MD

Help Desk/ Computer Salesman

Responsibilities:

• Completed various activities including helping customers find the computer that best suited their needs improving customer service satisfaction 30%.
• Stocked hundreds of products each day, improving the look and of the store.
• Resolved over 15 laptop and desktop problems working with "Geek Squad"
• Resolved tickets and troubleshoots to include: software application installation, updating RAM and drivers, adding printers, configuring network and firewall issues