PROFESSIONAL SUMMARY:

• Help Desk professional with 16 years of experience supporting the defense industry.
• Use Active Directory, Microsoft Exchange server, REMEDY, account resource manager, MS Office Suite, and various window platforms daily to support the customer gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services.
• Provide day - to-day consultation, training, instruction, trouble-shooting, and problem-solving to computer users for hardware, software, network and related computer systems and peripheral devices ensuring the effective operation of all systems.
• Monitored, maintained and troubleshot data telecommunications systems and services for mission critical global system for Confidential evaluating, designing and maintaining existing or proposed data telecommunications systems and ARS REMEDY.
• Seeking a challenging position within a company allowing me to use my technical, oral and written communication skills, analyzing and planning, organization, implementation, and evaluation issues in a supportive position offering professional contribution and growth. Committed to completing tasks; striving and obtaining excellence while responding to customer needs in a timely and judicious manner.

EMPLOYMENT:

Confidential, Arlington, VA

IT Support / Helpdesk

Responsibilities:

• Wireless carrier device activation, deployment and support experience Wireless cell phone technician.
• IT System Support Analyst (laptops, desktop Refresh)
• Daily installations /Customer Support and customer service interactions
• Broad skills in mobile wireless technologies (mobile devices /, Blackberry, iPhone 6, Samsung Galaxy 6, etc.).
• Daily usage and interactions with Remedy ticketing system to track and process requests for service.
• Resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products

Confidential, FT. Meade, MD

IT Support Consultant / Help Desk/VTC Engineer

Responsibilities:

• Helpdesk Technician/ VTC Engineer / IT Support responsible for providing technical support. Created NMCI unclassified and classified accounts. Submit weekly status reports. Submitted user trouble tickets to Eagle Alliance and Global Helpdesk.
• Equipment worked on includes various Dell computers, various HP computers, various HP and Xerox printers, scanners, converters, switches and hubs.
• Software and operating systems, used daily to support the customer includes, Active Directory, Microsoft Exchange server, REMEDY, account resource manager, MS office suite, and various window platforms.
• Handle Remedy tickets including, but not limited to, submitting account applications, creating user accounts, resolving problems on the Meade, Classified and Unclassified systems
• Installed printers, installed CAC (Common Access Card) readers, installed workstations and running the necessary cables. Submit, update and resolve tickets through use of Remedy
• Gathered, analyzed, reviewed, categorized and overseeing ticket assignments for technical support, insured referral to appropriate level of services
• Implemented methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships
• Analyze help desk performance through various statistical and reporting methods and implementing changes necessary to improve. Escalating/assigning work appropriately
• Provides day-to-day consultation, training, instruction, trouble-shooting, problem-solving to computer users for hardware, software, network and related computer systems and peripheral devices. The position ensures the effective operation of all systems
• Engage appropriate services for escalations
• Monitor and set up Bridge calls and troubleshoot/correct issues as they arise
• Provide support to AV/VC and IT Technicians in the field
• Monitor assigned videoconferencing calls on end users’ event sites
• Troubleshooting as needed to satisfy the end user’s needs and escalate if necessary. Assist users on using videoconferencing systems before and during events
• Communicate with bridge operations center for all multipoint call or any calls going through the videoconferencing bridges worldwide
• Take on tasks for special projects or assignment as and when requested by Client and executes them within the given timeline
• Maintain proficiency in videoconferencing and collaborative technology as well as professional office skills both of a technical and non-technical nature
• Use the trouble ticket system to open, track, and resolve assigned trouble tickets
• Test assigned videoconferencing rooms on a reoccurring schedule and report results and finding in the VC test database
• Provide support and resolution for tickets related to the video conferencing infrastructure which supports events

Confidential

Tier 3 Support

Responsibilities:

• Installed and configured servers, computers with hard-drives install all hardware and Software.
• Install workstations for help-desk personnel and Confidential .
• Install all cables, including but not limited to servers.
• Monitored operations of Messages and troubleshooting.
• Daily updates / downloads on servers and backups.
• Cable maintenance with installation. Worked on trouble tickets using Remedy assisting the Helpdesk

Confidential, FT Meade, MD

Responsibilities:

• Establish work procedures, schedules, and comprehensive training programs at the National Security Agency ( Confidential ), (CTOC) Messaging Center
• Performed cryptographic key changes/destruction on a daily basis, which includes other peripheral equipment.
• Provided day-to-day operations for Confidential with ARS REMEDY, GENSER/DSSCS traffic, DGWS, Newsstand, Newsdealer, Avenue, Ramp, and Agency root
• AMHS and SmartGuard, to include performing daily table save/back-ups
• Manage the Global Telecommunications Systems network assuring lines are active use extensive network experience in-circuit restoration to include troubleshoot and perform software-testing equipment with commercial carriers
• Provides and maintains support for multiple, global, tactical, strategic missions worldwide
• Responsible for maintaining, operating, monitoring, and configuring full connectivity on all circuits, routers, and network connections as well as managing all outages and malfunctions, including circuit restoration and equipment testing

Confidential, FT Meade, MD

Telecommunications Operator

Responsibilities:

• Monitor, maintain and troubleshoot data telecommunications systems and services for a mission critical global system for Confidential on a daily basis. Evaluate, design and maintains existing or proposed data telecommunications systems and ARS REMEDY.
• Daily changes and updates on Confidential equipment and keys
• Primary responsibilities consist of managing the Global Telecommunications Systems network assuring lines are in active, use extensive network troubleshooting skills and software testing equipment experience in circuit restoration including interaction with commercial carriers/vendors
• Experience with PLAS, SIGADS, CARPS, and WARPS requests. Retrieve dumped/lost/misplaced messages and handle High Precedence Messages in a timely manner
• Manage and troubleshoot Newsstand, AMHS, Newsdealer, and SMART circuits insuring connectivity over 150 circuits.
• Knowledge of and experience using both Newsstand/Newsdealer and Avenue Systems. Correct and format messages as needed in Messaging Manager role