SUMMARY:

• Program specialist providing optimal performance, reliability, and security according to core business needs
• 15+ years of experience in information technology.
• Process improvement champion with a history of implementing new procedures and technologies to strengthen program function and enhance operational efficiency and reliability.
• Repeated success directing IT projects, and developing instruction courses for staff with new and improved programs
• Strategically allocating resources and delegating tasks to achieve on - time, on-budget delivery.
• Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.
• Provides windows desktop and system administration
• Expert level performance with hardware/software integration
• Manages multiple projects with fast turnaround
• Excels in establishing excellent working relationships with customers, vendors, and contractors.

AREAS OF EXPERTISE:

• Testing & Troubleshooting | Project Management | System Administration
• Vendor Relations | Strategic Planning | Resource Allocation | Effective Communication
• Team Leadership | Business Continuity | D Confidential Backup & Recovery | Ghost imaging | LANDesk administration
• Windows 2K3 & 2K8 installs | McAfee Endpoint Protection | Cisco VPN configuration
• Lotus Notes configuration | Tablet & mobile device configuration

TECHNICAL PROFICIENCIES:

Platforms: Windows Vista/7/10; Mac OS X; Oracle; SAP 12 Years Plus exp in Windows 7, Environment

Software: Microsoft Office (Word, Excel, Outlook, PowerPoint, Project), SQL, and SharePoint; QuickBooks, Maximo, CA Service Desk and CAPRS ticketing experience, Peoplesoft

Languages: Java, HTML

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Senior Help Desk Technician

Responsibilities:

• Receives customer IT service request via telephone, chat, fax and email.
• Responsible for troubleshooting and triage service request using a scripted knowledge base.
• Promoted to leadership role amongst my team for maintaining key business applications and systems.
• Plan, coordinate, and execute hardware and software upgrades. Serve as vital resource for other Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets. Serves as primary support interface between Confidential IT departments and all Confidential end users.
• Ensure that the Tier 1 & 2 Call Center (PC Phone Support) client support expectations are met through first call problem resolution efforts by utilizing company Wiki page.
• Documents calls in the Call-Tracking system to ensure proper tracking and resolution for all reported incidents from Metro employees.
• Used Peoplesoft as a verification tool, also troubleshooted issues with log in issues with the Peoplesoft Application
• Assisted the implementation of the new Knowledge base platform used by all Helpdesk Tier 1 & 2 staff for incoming technical support request.
• Was awarded the “Goal Getter” award by management. The recipient is selected amongst your peers every year.
• It is given for showing excellent initiative, reliability, and incomparable drive for all Help Desk functions and task at hand.

Confidential, Washington, DC

Systems Analyst/Tier 2 Technician

Responsibilities:

• Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony.
• Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues.
• Participated in large-scale upgrades and installations.
• Supported operations and maintenance of IT infrastructure for the DC DMV customer to include hardware installation, software configuration, and security hardening.
• Performed task such as office printer installation, configuration, and repair.
• Responded to remedy service desk requests/incidents to meet customer SLAs (4-hour response, 2-hour fix).
• Responded to internal and external audits to mitigate risk.
• Provided proactive/hands-on approach to improve day-to-day operations by recognizing the customer needs and refined business practices to improve efficiency.
• Implemented GOTS software to support DC Harbor Patrol, DC DMV adjudication/processing (eTIMS).
• Loaded & removed software for handheld devices ( Confidential MC-75A) for DC DPW Parking Enforcement.
• Managing BPO backend administration for ticket processing infrastructure.
• Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365 impacting more than 50 onsite staff and all remote employees.
• Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency. Managing BPO backend administration for ticket processing infrastructure.
• Managed AD domain user administration (creation, modification, deletion, etc.)
• Played an instrumental role in companywide migration from legacy eTIMS to the new upgraded eTIMS internet based format
• Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades (eTIMS).
• Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.
• Quickly learned and master proprietary applications.
• Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.