SUMMARY:

• Accomplished Professional with experience and training participating in various aspects of IT integration (both functional and technical), problem solving, technical training and project efficiencies.
• Proven success in devising and implementing technical solutions to varying business situations.
• Exceptional analytical, communication and knowledge acquirement skills.
• Respected leader and team player dedicated to surpassing departmental objectives.
• Superb leadership, communication and interpersonal skills; ability to build rapport with key stakeholders and succeed in high - pressure, challenging and deadline-driven environments.
• Computer proficiency in MS Office Suite, Windows 98, 2000, XP, Vista, and Windows 7
• BMC Service Desk Express, Active Directory, Macromedia Flash
• Established reputation for results while bridging the gap between technological complexity and business requirements
• Process Improvement

CORE COMPETENCIES:

• Systems Administration
• Staff Training & Supervision
• Systems Deployments & Integration
• Technical & User Documentation
• User Support & Training
• Hardware Replacement & Repair

PROFESSIONAL EXPERIENCE:

Confidential, Rockville, MD

Help Desk Analyst

Responsibilities:

• Coordination of incident problem solving efforts between customers and remote site personnel, software support, and investigation and analysis of product problems.
• Provides help desk support to customers through telephone and email communications to determine source of specific issue and recommend solution
• Reduced problem ticket turnaround times by successfully streamlining solution processes.
• Escalated issues as needed and maintained communication with customer and Technical teams. Extensively utilizes BMC to record and track issues.
• Install, assemble, maintain, configure, troubleshoot, and upgrade computer hardware and software, networks, and other peripheral equipment such as printers, scanners, faxes, and related hardware.
• Maintains current knowledge of hardware, software, and network technology.
• Contributed to research and implementation of the Enterprise Wireless Windows configuration solution which allows Window 7 machines to connect to an EAP-FAST network with pre log in configuration.

Confidential, Rockville, MD

Network Technician

Responsibilities:

• Provided in-house and on-site technical support for installation, troubleshooting, repair, and other customer support.
• Developed and conducted training and instruction for system users on operating system and relational databases.
• Diagnosed and repaired component failures returned by the customer.
• Designed companywide user manuals improving the ability to train customers on troubleshooting techniques and repairs.
• Maintained records on work performed, analyzed data collected, and generated result reports.

Confidential, Prince Georges, MD

Network Support Help Desk Technician

Responsibilities:

• Troubleshooting software including operational issues, installation and technical issues.
• Maintained user accounts for trouble ticket database using Microsoft ActiveSync.
• Planned and implement network security, including building firewalls, applying cryptography to network applications, and managing host security.

Confidential, Reston, VA

Lead Technical Service Representative

Responsibilities:

• Lead technician responsible for managing TSR issues and escalations.
• Responsible for troubleshooting all software and hardware problems with phone and PDA devices.
• Performed maintenance, evaluation, installation, and training tasks to ensure LAN performance meets company and user requirements.

Confidential, Springfield, VA

Technical Support Representative

Responsibilities:

• Supervised all technical support specialists by providing immediate feedback on improving customer service while increasing desired goals.
• Ensured customer service standards to maximize customer experience while handling and resolving all customer issues Responsible for troubleshooting all software and hardware problems with phone and PDA devices.
• Researched and logged client’s information into database regarding customer problems and responsible for troubleshooting software and hardware related to the diagnosis of the problem.
• Setup workstations, laptops, and configured systems.

Confidential, Beltsville, MD

Surface Mount Technician

Responsibilities:

• Troubleshooting of SMT machines, processing of circuit cards, and inspection of product specification requirements
• Directly responsible for running SMT machines to produce boards for clients’ specifications.
• Performed hand soldering component placement and removal.
• Analyzed schematics for fabrication of circuit cards.

Confidential

Communication Security Equipment Technician

Responsibilities:

• Coordination and performance of repairs on tactile and non-tactical circuit cards characterized by the presence of surface mount components, highly static sensitive components, and multi lead devices.
• Developed and implemented diagnostic test routines.
• Performed complex miniature and micro-miniature soldering using an MK-2663/U soldering station.
• Completed acquisitions and deadline reports on equipment malfunctions which constitute security violations.
• Responsible for troubleshooting circuit cards and board component level and prepared and applied different conformal coatings onto boards.