TECHNICAL SKILLS:

• Berkeley 4.3 BSD UNIX (1 year)
• Citrix Metaframe 32 - bit ICA client (3 years)
• Microsoft Exchange 5.0/2000/2003 server admin/support (3 years)
• Microsoft SMS (0.5 years)
• Microsoft Windows 2000/XP/Vista/7 Professional (8 years)
• Microsoft Windows 2000/2003/2008 Server (4 years)
• Microsoft Windows 95/98/Me (7 years)
• Microsoft Windows Active Directory (5 years)
• Microsoft Windows NT 4.0 (2 years)
• Confidential NetWare 3.12 administration (6 years)
• Confidential NetWare 4.11/5.1 NDS tree services (5 years)
• Confidential NetWare ZENWorks (2 years)
• TCP/IP (6 years)
• C (3 years)
• C++ (3 years)
• FORTRAN (2 years)
• BASIC (10 years)
• BackupExec backup software (2 years)
• Borland C++ v5.0 (3 years)
• CEO Scheduler Plus 6.12 task management software (3 years)
• Corel WordPerfect power user (6 years)
• Crystal Reports 8.5 basic support (3 years) dBase III+/IV (8 years)
• FoxBase and FoxPro (3 years)
• Internet Explorer browser configuration (14 years)
• Lotus 1-2-3 (11 years)
• Lotus Notes/ Confidential Notes client and server support (3 years)
• McAfee anti-virus (6 years)
• Microsoft Office 97/2000/XP/ 2003/2007/2010/2013 power user (13 years), including 3 years experience with Microsoft Access database management
• Netscape Communicator/Navigator browser (10 years)
• Norton/Symantec Ghost disk imaging (7 years)
• Oracle 9i/11i/12g database system user (4 years)
• ProComm Plus communication software (4 years)
• Remedy v3.2.1 / v4.5.2 / v7 task management software (5 years)
• SQL Server 2000 (1 year)
• SupportMagic task management software (1 year)
• Symantec LiveState Recovery backup software (1 year)
• Symantec/Norton anti-virus (1 year)
• Veritas backup software (2 years)
• WSFTP FTP software (4 years)

EXPERIENCE:

HELP DESK ASSOCIATE

Confidential, Linthicum Heights, MD

Responsibilities:

• Full-time, permanent with Public Trust clearance, Confidential Global Business Services
• Member of call center technical support specialists supporting healthcare integrated general ledger accounting system used by contractors
• Configure and maintain Ifbyphone/Dialogtech call routing and distribution system software
• Analyze and classify technical and procedural difficulties of general ledger accounting system users, including client/server connectivity and configuration issues Network administration of accounts in Active Directory for users of CMS WebCenter document management system
• Maintain and distribute documentation of service desk associates work schedules

HELPDESK ANALYST

Confidential, Rockville, MD

Responsibilities:

• Member of call center technical support specialists supporting desktop and laptop PCs and special-purpose wireless handheld computers in Confidential network with Windows and Confidential NetWare 6.x servers and Active Directory
• Examined and corrected hardware, software, and network connectivity problems with special-purpose handheld computers and custom applications in Microsoft Windows Mobile Examined and corrected or assisted with correcting technical problems with special-purpose software for use in field operations for 2010 US Census
• Reported and monitored help desk task development using Remedy version 7 task management software and Lotus Notes 6.5 Web mail access when off-site
• Assisted in creation and management of network accounts using Microsoft Windows Active Directory Provided McAfee Endpoint Encryption support for field employee laptops, including password setting and low-level troubleshooting
• Contributed to successful accomplishment of hardware deployment

HELPDESK TECHNICIAN

Confidential, Gaithersburg, MD

Responsibilities:

• Professional, and executed office-to-office moves of PC and network equipment Examined and corrected hardware, software, and network connectivity problems, with occasional remote assistance through Confidential NetWare 6.5 server connection in NDS Assisted in provisioning, activation, and troubleshooting support of BlackBerry handheld devices in BlackBerry Enterprise Server environment Managed Microsoft Windows network accounts in Active Directory
• Occasionally supported PC and AV technical support of visual presentations in Microsoft PowerPoint
• Accomplished major PC hardware rollout to upgrade 200 network workstations

PC TECHNICIAN/HELP DESK

Confidential, Paramus, NJ

Responsibilities:

• Member of team of 10 specialists on evening-shift upgrading 1,800 hotel management systems, applying software upgrades and configuration changes to remote Windows 2000/2003 servers of hotels in wide-area network Coordinated with hotel management personnel in re-scheduling software upgrade appointments
• Connected to remote Windows 2000/2003 servers through TCP/IP or dial-up modem connection using pcAnywhere v10.5, and shut down software interfaces
• Examined pre-upgrade server backup status using BackupExec, Veritas, and Symantec LiveState Recovery backup software
• Applied special-purpose update packages to Oracle 9i-based hotel management software, using Oracle scripts and batch files, line commands and custom wizards
• Applied Oracle 9i line commands to resolve upgrade application behavior problems and control write access to databases before and after upgrade applications Restarted software interfaces and tested software functionality Adjusted registry entries for Windows 2000/2003 servers, to enhance server performance
• Activated post-upgrade server data backup processes using BackupExec, Veritas, and Symantec LiveState
• Recovery backup software Instructed hotel management personnel in use of new features of hotel management software

APPLICATION/INFORMATION SECURITY ANALYST

Confidential, New York, NY

Responsibilities:

• Member of team of 4 contracted specialists who assisted technical staff employees with the development of an automated resource access entitlement review system using Microsoft SQL Server 2005
• Verified and documented computer system resource information in intranet-based database
• Examined, verified, and distributed delimited data feed files for SQL Server
• Periodically assisted software engineering staff in data processing
• Over 50 reviewed entitlements for network applications were successfully in production or exempted

PC TECHNICIAN/HELP DESK

Confidential, Linthicum, MD

Responsibilities:

• Member of team of 10 specialists on evening-shift upgrading 1,800 hotel management systems, applying software upgrades and configuration changes to remote Windows 2000/2003 servers of hotels in wide-area network Coordinated with hotel management personnel in re-scheduling software upgrade appointments Connected to remote Windows 2000/2003 servers through TCP/IP or dial-up modem connection using pcAnywhere v10.5, and shut down software interfaces
• Examined pre-upgrade server backup status using BackupExec, Veritas, and Symantec LiveState Recovery backup software Applied special-purpose update packages to Oracle 9i-based hotel management software, using Oracle scripts and batch files, line commands and custom wizards
• Applied Oracle 9i line commands to resolve upgrade application behavior problems and control write access to databases before and after upgrade applications Restarted software interfaces and tested software functionality
• Adjusted registry entries for Windows 2000/2003 servers, to enhance server performance
• Activated post-upgrade server data backup processes using BackupExec, Veritas, and Symantec LiveState Recovery backup software Instructed hotel management personnel in use of new features of hotel management software