SUMMARY:

Experienced. . . actively looking for a fulltime program management position with a opportunity to mentor, train and manage team members directly. After being laid off nine months ago, I have been actively interviewing but have not found the right fit.

TECHNICAL SKILLS:

• Server Administration, Altiris
• Cisco (CUCDM) to configure cisco p0hones/softphones, Jabber, Skype for BusinessJAMF\Casper,Mass360, MAC OSX, centricity, LexisNexis, MacBook s, iPhone, iPad, android devices, DUO authentication, VMware Fusion 10, PGP/Bitlocker encryption.
• Remedy, Footprints and Services Now\ITMS, PolyCom and Centron Systems, GotoMeeting, adobe connect
• Directory, VPN, DNS, DHCP. RAS token administration/soft and hard tokens. Diagnosing and resolving remote access issues.
• Business Skills: Market Research, Data Collection and Analysis, Change Management, Group Facilitation and Team Building, SLA s development

PROFESSIONAL EXPERIENCE:

Help Desk Engineer

Confidential,Washington, DC

• Worked as contributing member of SOP team for key applications used by American finance and Assessment.
• Updated existing technical documents in support of the contract and wrote new ones for KB.
• Supported AIR personnel with AV conferences using Adobe Connect, and GoToMeeting
• Managed Active Directory users and group accounts.
• RSA Tokens, soft tokens,
• Performed configuration and deployment of Cisco IP Phones and Softphone using IP Communicator, (CUCDM)
• Supported Air personnel with VPN connections and general hardware and software issues
• VMWareFusion 10, AirWatch, LANDesk, Footprints and Remedy
• Mobile support of Andriod, Blackberries and Apple iPhone and IPADs.
• LAN\WAN support line testing using Fluke. AD support and security group management.
• Office 365, Adobe suite, Windows 10, OSX Sierra\El Capitan. Mobile Droid and Apple Support.
• Supported MAC users from the configuration and deployment of new MacBook systems and upgrade using JAMF\Casper.
• Performed first call resolution and escalation when managing the Helpdesk Que using FootPrints

Lead Deployment

Confidential,Falls Church, VA

• Assisted Inova Technical Staff for the EPIC center in the installation and configuration of CareFusion for 7 training rooms
• Worked alongside the Inova IT staff to assist in closing backlog of service desk Incidents.
• Worked with EPIC and the installation and configuration of various testing and live software modules for training.
• Deploying software using sccm.
• Participated and owned portions of training and project hand - offs
• Managed small to medium projects, i.e. special contractor room builds consisting of phones and LAN drops/Wifi
• Wrote technical documents in support of the contract
• Assisted in the creation of standard operating procedures.
• Trained technicians in the proper procedures in scouting and deploying windows7 devices.

Service Desk Analyst

Confidential,Washington, DC

• Monitor Tier1 Queue and assign issues to tech support.
• Active Directory account administration for Users, Computers and Groups’
• Remote Account Administration for Citrix clients
• Administration of BES Server for the Blackberry Bold and Blackberry Q10.
• Account Setup and Configuration for FINRA Accounts.
• Password administration for SEC Sybase Systems
• Respond to customer technical inquiries and act as a liaison for various Technical Teams,
• Provide Remote support to home user’s access the SEC network via any ware and VPN,
• Research technical issues related Microsoft Office 2010 and other COTs applications running on SEC issued equipment
• Running on PC’s and Laptops running Windows 7 SP1
• Reset Blackberry accounts, Activation and system restore as well as push needed applications such as Soft Tokens for remote users.
• Issue RSA Tokens to SEC personnel and contractors.
• Reviewed Technical Documentation published to SharePoint for Accuracy and Technical Feasibility.
• Research ongoing technical issues finding a sound permanent resolution to ongoing issues that affect multiple business units.
• Support SEC base of 4000 working in a Windows 2008R2 and Citrix Environment.
• Push software and patches using SCCM.

Lead Help Desk Analyst/Manager

Confidential,Washington, DC

• Installed software, modified and repaired hardware and resolved technical issues.
• Managed day to day helpdesk operations with staff of 4 helpdesk analyst level one and 2
• Managed Change Management and served as the central liaison between client and company of ver 450 personnel in Active Directory environment
• Change Management Served as primary contact for the testing, migration, deployment and configuration of network platforms and clinical applications for Perioperative Services reporting directly to the VP of Perioperative Service for WHC.
• Works with and responds to client or third party on new solutions, project questions, and client requests or escalations
• Combined technical and management skills while mentoring group members as they resolved complex technical issues and provided expert technical advice to management for business decisions bolstering increased revenue.
• Decreased inbound volume into help-desk support systems by more than 30 percent by expanding and refining client base as well as internal associates, delivering weekly in-services that trained clinical and administrative staff to utilize online tools.
• Partnered with team leaders to design strategy to address conflicting priorities.
• Managed Vender contracts and SLA.
• Worked Assisted in the setup and configuration of Cloud infrastructure using VMware vSphere
• Assisted SOL attorneys with DOJ documents aiding in the extrapolation and dissemination of data using Adobe X.
• Supported support for users and machines in a XenDesktop environment.
• Conducted weekly software audits assuring agency software licensing compliance
• Headed the Windows XP to Windows 7 migration for the Confidential coordinating work schedules with network engineers and security government IT personnel.
• Re-wrote and consolidated all technical documentation tested for accuracy and validity of all software and system configuration notes.

PC\LAN Specialist

Confidential,Washington, DC

• Provided 24-hour support and point of contact for intelligent patient records for obstetrics (IPROB) for 4 Medstar Hospitals located in DC, Maryland and Virginia
• Managed a team of six network engineers and 4 techs to rebuild and manage the wireless network used for PICIS the primary billing system for WHC. I was able to resolve the ongoing connectivity issues with the computer on wheels (COW) that were used for perioperative services. i.e. OR’s, PACU’s, surgical clinic, endoscopy admitting and testing and the emergency room
• Partnered with the client manager to develop and/or understand change requests to be implemented.
• Executed and managing system analysis, development, and testing of a project end to end.
• Debugging issues and utilizing system knowledge to identify true root cause analysis of defects.
• Provided estimates related to timing and cost of new client requests.
• Consulted the client on technical capabilities of the system and providing creative solutions for their requests
• Completed quality assurance review of completed analysis, configuration, test plans, or executed testing.
• Owned deployment activities and lead teams through the SDLC methodology
• Monitored project tasks and escalating as needed if deadlines become at risk or capacity concerns arise.
• Utilized appropriate system tools to support the team with technical expertise
• Coached Client Specialists and helping grow their technical knowledge and skills
• Conducted routine maintenance of Clinical applications server the intelligent patient record for obstetrics (IPROB).
• Managed 4 contract IT personnel for monthly system maintenance for 5 Medstar’s Hospitals throughout the DC, Maryland and Virginia.
• Supported MAC machines running OSX, troubleshooting and repairing.
• Facilitated weekly team meetings to identify problem, solutions and resolutions to on-going problems and issues.