SUMMARY:

• Skilled at collaborating with cross - functional teams from diverse cultural background; combined with proven ability to effectively manage and administer HR & IT systems, aligning policies and procedures with compliance laws.
• Along with a proven record of maintaining department’s data integrity.
• Equipped with excellent multitasking skills, along with the capacity to accomplish tasks in a timely manner and providing mentoring, peer coaching, or training to teammates.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and Word), Microsoft Access, SharePoint, Windows 7, 8 & 10, Active Directory, Remedy ticketing system and mobile support with Blackberry, Confidential, and Android platforms, Mobile Iron, Purebred and Direct Access.
• Also with experience as a UEM (Unified Endpoint Manager), and knowledge and experience providing support and console administration of Citrix XenMobile.

AREAS OF EXPERTISE:

• Blackberry Enterprise Service
• Citrix Xenmobile
• Customer Service
• AirWatch
• Mobile Support
• Powershell Scripting
• Desktop Support
• UEM Unified Endpoint Manager
• Samsung Knox

CURRENT PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Service Desk Technician

Responsibilities:

• Provide in-depth and high level, telephone support to the Joint Staff customers on hardware, software, and network related problems, questions, and use on both NIPR & SIPR.
• Perform basic troubleshooting of, and creating user’s Skype accounts and configuring Microsoft Outlook as well as local printers, installing drivers, and mapping network drives.
• Provision and de-provision user’s mailboxes and list as well as modify user entitlements through Confidential .
• Provide analysis, administration and support of thin clients, virtual (VDI) and physical desktops.
• Remotely assist users promptly and efficiently by utilizing Confidential, Remote Desktop or Skype applications.
• Manage the Remedy ticket queue, by assigning tickets appropriately, ensuring all tickets are updated, and following up with technicians regarding open tickets.
• Troubleshoot VMware issues, as well as performing installations on user’s laptops for remote usage.

Confidential, Washington, DC

Service Desk Technician

Responsibilities:

• Provided in-person, phone, and email support to end-users of the State Department promptly and professionally.
• Ensured all requests for services and incidents are logged/updated, addressed/resolved.
• Ensured all critical or VIP requests or tickets are attended to or resolved promptly and efficiently.
• Processed new service enrollments and/or service account requests (e.g., XenMobile, Android, BlackBerry, and GO).
• Added account information into Active Directory; added new accounts in the correct Citrix Access Gateway (CAG) membership; verified account status; verified status of selected wireless plans, modified service requests in Remedy.
• Troubleshoot Confidential and Android mobile devices and configured devices correctly for Xenmobile and Samsung Knox functionality.
• Performed device activations and re-activations; performed RSA Pin resets and/or RSA soft token pushes to user’s.
• Troubleshoot BlackBerry access issues, and remote access Citrix Client issues; provide instructions to end users on how-to configure workstations for remote access use and escalate service requests and/or incidents, if necessary.

Confidential, MD

Windows 10 Deployment Technician

Responsibilities:

• Install, configure, test, support and troubleshoot PC’s, laptops and mobile devices, working with the applications, infrastructure and/or network teams when necessary.
• Perform basic troubleshooting, setting up and configuring local printers, install drivers, map network drives, and map network printers.
• Completed Tech refresh initiative on applicable PCs (removing from box & connecting to monitor, keyboard, mouse and network).
• PC imaging; post-configuration; naming computer and adding to Domain; adding peripherals; releasing and renewing IP addresses.
• Provided top-notch customer service to our clients while communicating any outstanding issues to both customer and project team.

Confidential, Arlington, VA

IT Support Technician

Responsibilities:

• Provides remote and onsite technical support with an emphasis on Confidential Hardware.
• Perform and aid in the deployment of government iPhones go field grade officers of the 844th division of the Air Force.
• Recommended changes in business policy and information technology applications, needed to correct data.
• Configure over 500 IPhones with MobileIron and encryption software, while also serving as the initial point of contact.
• Troubleshoot hardware and software issues in person, remotely and via phone.
• Gather and analyze information about the user's issue to answer basic questions about installation, operation, and configuration.

Confidential, Washington, DC

Administrative Clerk

Responsibilities:

• Provided analytical support for the Confidential Assistant Commandant for Human Resources ( Confidential ).
• Analyze information contained in Direct Access to evaluate the accuracy, validity and conformance to business policy.
• Recommended changes in business policy and information technology applications, needed to correct data.
• Monitored the data transfer from Confidential ’s Training Management Tool (TMT) to Direct Access, to evaluate accuracy and timeliness in accordance with established procedures.
• Maintained records and performed data entry in Human Resource systems for enlisted job based skills and officer specialty assignments.

Confidential

Human Resource Specialist | Mailroom Supervisor

Responsibilities:

• Trained staff on HR systems resulting in a significant increase in efficiency and productivity of processing actions.
• Maintained manual and electronic copies of all administrative documents within the office, ensuring prompt and reliable service for over 1,200 Soldiers in the organization.
• Served as the organization’s mail clerk, receiving, and distrusting mail for over 300 soldiers.
• Created, filed, and destroyed personnel records in compliance with applicable regulation requirements and laws.
• Reviewed and expedited over 500 family and soldier pay, finance, benefit, and insurance coverage transactions.
• Made photocopies, scans and faxes documents and performed other clerical functions.
• Performed data entry and analysis from HR systems into Microsoft Office programs for the entire organization.
• Conducted Soldier Orientation for all soldiers newly assigned to the unit and processed all paperwork associated with new soldiers.

Confidential, Largo, Maryland

Waiter | Bartender

Responsibilities:

• Ordered liquors, wines, and other beverages as well as supplies to ensure that stocks were per estimated demand.
• Assisted in creating new drink mixtures, and improving existing local favorites.
• Supervised and trained staff in all aspects of bar service and equipment.
• Established and maintained business relationship with clients and vendors.
• Provided superior guest service, friendliness, and restaurant cleanliness while promptly taking orders.
• Accurately prepared itemized checks and discreetly handled payment transactions.
• Earned a reputation as a valuable and cooperative co-worker whom was always willing to help others when needed.