TECHNICAL SKILLS

• Top Secret Cleared
• HDI - SCA Certified customer service professional
• Exchange Server 2007
• Lync Server 2010 CS User Administrator
• Remedy v7.5
• Active Directory Administrative Center
• Computerized Maintenance Management System (CMMS)
• ServiceNow
• EM7
• System Center Operations Manager (SCOM)
• Microsoft Edge & Office eRecords classification tool
• Mobile Iron
• BMC Service Desk Express
• Skype
• PowerShell
• Enhanced Mitigation Experience Toolkit
• NT Toolbox
• GO Remote Access
• Remote Desktop Connection
• Server Manager
• Entrust Entelligence

PROFESSIONAL EXPERIENCE

Confidential

Senior Technician

Responsibilities:

• Serves as senior technical member of transition team supporting Secretary of State and other high level officials and staff at the confidential during the Obama/Trump transition. Fosters ticket triage via email and phone call. Notifies teams of incident assignment. Provides all customers with a receipt for their incidents. Desk-side diagnoses. Customer profile and account management. Provide systems monitoring, SCOM / EM7 server management, server room maintenance, critical outage escalations and support. Responsible for drop-in client management, mobile services/resolutions and on-site support for laptops and projectors
• Coordinate and lead shift report meetings, documenting the teams work completion for the day. Co-ordinates with Crisis Resource Management at a moments notice during task force assembly or Tech Management during after-hours for VVIP customer critical issues while TDY.
• Create and maintain temporary user duty accounts. Schedule and setup presentations for speeches and gatherings. Monitor and support surge situations/conferences and speeches for the client. Customer follow-ups throughout the shift for various incidents. Managed unexpected and scheduled network outages, migrations and updates that cause work stoppage. Provide quality assurance.

Confidential

DS STAC Security Technician

Responsibilities:

• Provides support for day-to-day as well as long-range program planning and processes
• Utilize innovative approaches, effective understanding of program requirements and the capability to interpret, integrate, and disseminate large volumes of information
• Input information into the Computerized Maintenance Management, System (CMMS) data base and update and/or modify information as required
• Trouble-shoot CMMS and other pieces of security equipment at the tier 1 and 2 level
• Train DoS employees and contractors in the use of CMMS as well as issue them training and production licenses as required, create new user accounts and unblock user accounts
• Provide support to technical and program management in the direction, preparation, and coordination of security technical repairs worldwide
• Perform various administrative and analytical tasks in support of the Security Technology Assistance Center
• Properly protect, enter and disseminate classified information
• Participate in special projects as required
• Monitor the progress of security repairs and notify customers of repair status
• Interacts regularly with customers and other industry representatives to ensure that customer needs, and requirements are being met.

Confidential

Tier II Support

Responsibilities:

• Provide level 2 support to Confidential Offices throughout the U S and abroad.
• Produce results in a very fast paced, high volume call center environment.
• Support of RSA Tokens, Remote Access, Wireless Connectivity Windows 7 Support, Office 2003-2010 Support.
• Document Management System support (Check out, Check in, inaccessible documents).
• Office 2003 and 2010 formatting Support (Word, Excel, PowerPoint Outlook).
• Provide support for website (Intranet/Internet) and helping change passwords and reset logins.
• Update knowledge base and conduct computer diagnostics to investigate problems.
• Provide hardware and software support of desktops, laptops, tablets and smartphones.
• Train users in the proper use of hardware or software.
• Provide technical assistance and support for incoming requests and issues related to computer systems, software, and hardware via phone and email.
• Manage user’s accounts through Active Directory but not limited to: Installing selected server applications and perform upgrades as necessary. Mapping users to local and network-based peripheral servers/devices. Configure, troubleshoot, and manage content (email) filtering technology.
• Ensure timely escalation of customer problems, when necessary, by documenting the impact to the customer and by assigning an appropriate priority and resolution target.
• Monitor the progress of requests for support and ensures that users and other interested parties are kept informed.
• Ensure that all work is carried out and documented in accordance with required standards, methods and procedures.
• Perform other duties as required.

Confidential

Graphic designer

• Created and designed quality graphics for use as fliers, posters, banners, business cards and more.
• Create custom logos and branding images for businesses and individuals.
• Design CD and Album cover and creates one of a kind artwork.