TECHNICAL SKILLS:

• A+ Certified
• Windows 95/98/ME/2000/XP/Vista
• 7Microsoft OfficeSuite 2000/2003/2007 Outlook/Exchange
• Blackberry Support
• Remedy
• Peregrine
• Track - It
• Active Directory
• Web Development
• Web Casting
• Podcasting
• HTML
• Photoshop
• Research & Development (R&D)
• Visual Simulations for Training Applications

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Sr. Helpdesk Specialist

• Provides 24/7/365 IT Customer support for WMATA staff via email and phone.
• Assisting customers with Office 365/Outlook, login and profile creation.
• Assists with Active Directory, Oracle Peoplesoft, and Maximo password resets.
• Provides remote support with printer mappings and software installations.
• Create, assign, and escalate tickets using CA Service desk ticketing system.

Confidential, Washington D.C

IT Analyst Tier II

• Works with other teams to ensure 24/7/365 mission critical applications availability, reliability and performance.
• Assisting customers with Office 365 outlook, converting docs from PDF to Word. Setup outlook on PDA s, smart phone tablets. Assisted with all 365 questions and with mapping to the SharePoint drive.
• Assists in Active Directory, Windows Server, and MS Exchange administration
• Assists IT Security with antivirus server administration, and IT Application team with problem resolution.
• Assists with Windows 2012/2008 Active Directory domain services and related Group Policy (GPO), login scripts, domain permissions, and other management/administration components.
• MS Exchange 2010 administration, related messaging services, provisioning profiles on PDA s, Tablets, and company laptop.
• Document problems in the remedy database ticketing system and resolving open tickets.
• Troubleshoot all network, software, and hardware issues, while thinking tactically as well as strategically.
• Strong analytical and organizational skills and the ability to take on multiple tasks simultaneously.
• Lead pilot and testing efforts of a process, rollout including preparation of training material and ensure that customer queries on a new process are responded to.

Confidential, Capitol Heights, MD

Computer Repair/Internet Radio Owner/Web Administrator

• Provide computer repair consultation and service to customers.
• Remove, replace, and/or install hardware or software to client systems.
• Accomplish website platforms and maintain website updates for customers.
• Provide live and recorded shows or music for 24/7 streaming internet radio station.
• Collaborate with development teams to discuss, analyze, or resolve usability issues.
• Review or update web page content or links in a timely manner, using appropriate tools.
• Implement updates, upgrades, and patches in a timely manner to limit loss of service.
• Monitor web developments through continuing education, reading, or participation in professional conferences, workshops, or groups.

Confidential, Capitol Heights, MD

PSE - Mail Processor

• Makes one or more sortation’s of outgoing and/or incoming mail using the appropriate sort program or manual distribution scheme.
• Prepares work area, ensuring all necessary support equipment and materials, including labels, trays, and other containers, are in place.
• Removes sorted mail from bins or separations and places into appropriate trays or containers for further processing or dispatch based on knowledge of operating plans and dispatch schedules, or at the instruction of supervisors

Confidential, Washington,DC

IT Support Consultant

• Provided On-Site Technical Support to 300+ customers in a Windows XP/Office 2003 environment.
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.
• Organized and Assisted with coordination of office moves and cable management projects within building.
• Maintained records of daily data communication transactions, problems and remedial actions taken, or installation activities.
• Managed and maintenance the records and databases for information regarding software licenses, warranties, and service agreements for organization's hardware and software.
• Answer user inquiries regarding computer software or hardware operation to resolve problems.
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
• Oversaw the daily performance of computer systems.
• Achieved technical support for 300+ customers globally in a Windows XP/Office 2007 environment
• Referred major hardware or software problems or defective products to vendors or technicians for service.
• Structured and connected electronic equipment to record and transmit video conferencing, or multimedia presentations.
• Conferred with customers by telephone to provide walk through support for grant and scholarship application process
• Diagnosed and resolved reported incidents via Remedy ticketing system

Confidential, McLean, VA

PC Tech - Level I & II

• Achieved Level 1 and 2 technical desktop and Blackberry support to Navy Medical Command Client on-site and associated remote customers
• Initiated support for Windows 2000 to Windows XP and Office 2000 to Office 2003 conversions.
• Escalated trouble tickets to network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems within established SLA's.
• Provided support for a variety of Out-of-Scope, time and materials (T&M) projects included