CAREER SUMMARY:

Confidential Contract Support professional with 15+ years of experience in the Information Technology & Contract Strategies and Metrics fields providing IT, contract & software Asset Management experience as well as Tier I, II & III administration support for the Confidential . Received Foundation Certification in IT Service Management

TECHNICAL SKILLS:

Procurement & Contract Management System (PRISM), 1yr Purchase Card Purchase Request ( Confidential ), 1yr Microsoft Outlook 2010, 1.5yrs Microsoft Lync 2010, 1.5 yrs KSN ~ IT Asset Management System (ITAMS), 1.5yrs KSN ~ Definitive Media Library (DML), 1.5yrs MS Office 2010 (Word / Excel / PowerPoint), MS Publisher, 4yrs Lotus Notes R 5 / 6.5 / 8.0.2/ 8.5.3 / iNotes Webmail / Domino Web Access, 4yrs Remote Desktop Connection / SMS Administrative Console / Dameware Mini Remote Control, 8yrs Lotus Notes Domino Administrator 8, 4yrs Notes Medic Pro / Zapnotes, 4yrs Symantec Backup Exec 12 for Windows server, 4yrs Symantec Ghost, 1yr BMC Remedy / HEAT / Alert Monitor, 12 yrs McAfee Anti - virus, Citrix Metaframe / Safeboot / FRAC VPN Client / Cisco Agent, 8yrs SnagIt / WinZip, 4yrs Microsoft Internet Explorer, Google Chrome, Apple Safari Browsers

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

IT Contract Analyst

Responsibilities:

• Draft correspondence & Request for Information (RFI s) for verification of contracts & associated paperwork ensuring accuracy, correctness & completeness for all IT procurement actions exceeding 250K. Create a package to include CIO IT Procurement Review and Approval Form (CRF via MS Excel), Statement of Work (SOW via MS Word), cost data requirements or Independent Government Cost Estimate ( Confidential ) & technical proposals or Quotes (via Adobe) for review & submission to the CIO Review Team. Submit package to CIO Designee for signature via MS Outlook.
• R etrieve contract documents in both pre - award & post-award status & maintain archive database. Institute network file sharing solution for teammates for backup purposes. Configure file access locally on peer computers.
• Use Knowledge Services Network (KSN)/Information Technology Acquisition Request (ITAR) systems to create tracking numbers for budgeting purposes & submit Purchase Card Processing System ( Confidential ) requests for approval.
• Forward Supply Contract Tracking (SCT) spreadsheet to several vendors for quotes, select economical quotes / enter order information into Confidential & in turn, enter tracking data into SOT system.
• M onitor request statuses on KSN site in preparation of CIO Approval engagement for agency government contracts . Interact with enterprise management staff including senior executives, directors & deputy directors of Confidential .
• Work with Contracting Officer Representative s (COR) in the administration of services, materials & equipment associated with Confidential operations and/or production activities .
• Maintain detailed, organized file histories for each government contract & upload approval documents to KSN site while maintaining high level of confidentiality of proprietary records .

IT Software Analyst

Confidential

Responsibilities:

• Validated requirements to create and modify IT software asset records and associated contract records.
• Manually created or modified IT software asset records and associated contract records in appropriate software repository.
• Initiated requests to update master data registries to enable creation or modification of IT asset record.
• Researched, upgraded and downgraded parameters that impacted client approval to use when creating or modifying software title distributions.
• Provided expertise in ensuring that software installations and associated linkages were reflected correctly on the IT Asset Management (ITAM) site.
• Provided skills to ensure that software license records were linked to the correct hardware device.

Confidential, Washington, DC

EMS365 Tier III Specialist, Tier II Deskside Technician & IT Software Analyst

Responsibilities:

• Reviewed ticket escalation and submitted escalations to Microsoft ( Confidential ) via templates or via phone.
• Managed escalation and facilitated communications between EMS365 Managed Support and government clients offering Knowledge Base solutions as necessary negating escalation.
• Utilized SharePoint system to review escalations and gather Secure File Store (SFS) files & Netmon Captures to provide to vendor as required.
• Provided period updates in accordance with escalation severity level & coordinated high level telecons between Confidential /DOT/CSC personnel & Confidential to expedite problem resolutions.
• Participated in weekly team telecons to discuss open issues, propose process improvements and engaged Lync presentations to share virtual documents.
• Created Google Drive site to share reports and correspondence within team to support requirements of the contract- critical updates, tickets statuses, and special projects.
• Completed Tasks, scheduled Win7 Migrations and resolved incidents ensuring work flow adherence and compliance within SLA’s, SOP’s, and other related agreements. Diagnosed problems, determined appropriate course of action, escalated procedures, and ensured resolutions.
• Assisted with daily queue monitoring for the IT Remedy program, and managed the overall cycle of customer tickets from beginning to end. Assigned, reassigned or expedited status of tickets when necessary and utilized the Remedy Call Tracking Systems Queue to review and monitor ticket activity.

Confidential

Systems Administrator, Washington, DC

Responsibilities:

• Maintained backup systems for all regional Lotus Notes email servers.
• Participated in rotating backup tapes to an off-site location (Iron Mountain) by documenting processes and posting to a Team Room Database. Also scheduled tape pickup and delivery on weekly basis and organized the tape supply for daily and weekly backups.
• Utilized Remedy help desk software to manage incident requests for expert assistance.
• Troubleshot problems en route to a resolution and able to multitask efficiently.
• Created user accounts using Domino Administrator Client and assigned role based permission and placed users in appropriate groups.

Confidential

Helpdesk & PC Maintenance Technician, Washington, DC

Responsibilities:

• Maintained, analyzed, tested, and repaired computer systems, hardware and computer peripherals.
• Documented, maintained, upgraded or replaced hardware and software systems.
• Supported and maintained user account information including rights, security and systems groups.

Confidential

Helpdesk Technician, Washington, DC

Responsibilities:

• Supported "drop in" customers with network computer accounts, and answering general questions.
• Assigned trouble tickets of computer, printer, scanner, and fax equipment.
• Answered questions about and resolve everyday problems concerning connectivity to and host computers and the Internet, use of laptops and personal computers, software applications and operating systems.
• Performed general maintenance tasks related to Help Desk hardware and software configuration and operation, documentation and information resources, and other items as necessary to support the client base.

Confidential

Member of Technical Staff, Laurel, MD

Responsibilities:

• Resolved assigned trouble tickets of phone, video and voice conferencing equipment within 24-hour turnaround time.
• Installed programs including new system implementations, i.e. MeetingPlace, Norstar Systems and ProComm software.
• Coordinated and performed personnel moves, adds and changes for phones encompassing the Washington, Baltimore and Virginia Region.
• Maintained physical inventory of phone equipment and maintenance contracts with vendors.
• Processed phone invoices as well as administration and evaluation of ISDN, T1, long distance and local service lines.
• Created status reports for store openings/closings within the region through project management.
• Assisted with auditing, accounting and expense reduction of monthly Telecomm usage and budgeting.