Objective

I am currently looking for a full time position in an environment that will broaden my career in the technical world, increased benefits for my family, and the opportunity to help the company advance efficiently and productively.
Skills

• 7 years Help-desk experience & 4 years of desktop support.
• Email Applications: Lotus Notes (versions: R4, R5, & R6), GroupWise (versions: 6.5& 7),, & Outlook 2003/2007.
• Windows Operating Systems: Windows 95, 98, ME, NT, 2000, 2000/2003 Server, XP, Vista, & Windows7.
• Web Applications: Flash Professional, Dreamweaver, Adobe Illustrator, Photoshop, Fireworks etc.
• Linux-Based operating systems (minimal experience): Fedora, Ubuntu, Backtrack I & II, CentOS, Redhat9, Smoothwall, Xandros, and Suse9.
• Helpdesk software: Heat, Magic, Computer Associate’s Unicenter Remote Control & Service Desk, Remedy, PeopleSoft, & eService.
• Law Applications: Sametime, iManage infoRite (versions 6.5. & 6.6), DeltaView, Office 97 & 2003 Suite, Lawdrill, Dealproof.
• Macintosh - Apple Tier 1 Training Portables (Ibook\'s, PowerBooks); worked w/ AQ (e4e) in 2006-07 in telephone support for Apple, Mac v10.1-10.4 and various bundled software in OS. iLife software, hardware troubleshooting, and initial network setups. Updated training on 10/08 for Mac Leopard OS X 10.5.
• Healthcare Applications: Hip v3.3, Ultravisual, GroupWise Siemens Novius Client v27.1
• Constellation Energy Applications: Mainframe, SmartTerm, Outlooksoft, PeopleSoft, RSA Admin, Oracle, Nuclear Powerplant apps.

Training:

• Macintosh Leopard OSX 10.5
• Altiris Deployment & Notification Server Training
• Project Management Training & Business Writing for Professionals (Fred Pryor Group)
• MS 5115 Installing and Configuring the Window Vista Operating System
• MS5116 Configuring Windows Vista Mobile Computingand Application
• MS10133A/MS10134 First Look and Hands On Lab: What\'s New in Microsoft Exchange Server 2010 for IT Pros.
• ACUCM v8.0 Administering Cisco Unified Communications Manager
• HHS Applications Checkpoint Vpn Thin Client/Thick Client & Endpoint Security. Cisco Call Manager (earlier version).
• Telecomm Cisco Call Center CallManager (v7.13) & Admin CallManager, ICM, IPCC Softphone, Cisco Unity Connection, Calabrio, MS SQL Server, Xenapp, Statseeker, & Pots Lines.

Experience

February 2011 - Current | Telecom Analyst Level 1
Confidential, Columbia, MD
Performs implementation of telephony applications to direct calls to Call Center and remote sites. Develops test plans, new call flows, and performs configuration clean-up of scripting protocols.
Collaborates in the entire process of agent configuration and move, add, and change (MAC) order process in various peripherals by setting up new users and relocating existing users with telephone extensions, calling features, voice mail, and recording software.

• Tracking of ongoing issues and remediation for items that may become critical issues.
• Order and maintains phone numbers for entire organization as necessary.
• Ensures proper documentation of system configurations associated with assigned service requests.
• Conducts appropriate maintenance and support for various telecommunications applications.
• Provides first level support for all telecommunication issues.
• Identifies opportunities to gain efficiencies and/or improved delivery of service.
• Maintains the Ascend One agent databases and conducts periodic audits with Work Force Management to ensure agent data is correct.

• Implement disaster recovery plan with current and document all related tasks

June 2010 February 2011 | Senior Help Desk Analyst
Confidential,Windsor Mill, MD

• Provide follow-up status to end-users in accordance with specified support policies and procedures
• Provides direct customer support while assisting analysts in resolving user problems without dispatching technical support staff when possible.
• Mentor other agents on the team and successfully handle escalations from difficult clients as the subject matter expert for Desktop operations.
• Increase personal knowledge of the technical environment with the goal of increasing first-call resolution rates.
• Monitor and respond to communications from external customers via email transmission to the service desk.
• Coordinates and oversees the daily operations of a team of 20+ and personnel assigned to the help desk; does related work as required. Identifying trends by monitoring Cisco ACD call system for increased call volume.
• Provides direct customer support while assisting analysts in resolving user problems without dispatching technical support staff when possible.
• Point of contact for all functional areas at the service desk for severities reported via phone or email; coordinating with management to deliver updates to the customer to minimize call volume and increase customer relations.
• Attempt to troubleshoot and resolve problems and satisfy requests while correctly referring unresolved problems to higher-level functional area groups as team lead.
• Provide follow-up status to end-users in accordance with specified support policies and procedures
• Mentor other agents on the team and successfully handle escalations from difficult clients. Escalations come from a variety of users as well as top echelon as the director of HHS and CMS.
• Increase personal knowledge of the technical environment with the goal of increasing first-call resolution rates. Coordinating with QA for additional processes and procedures to improve agents overall performance and internal knowledge.
• Assisted with 2010 Email migration from Exchange Server 2003 to 2007 by identifying subject matter experts, updating Cisco ACDbased on schedule of affected users, ensuring new directives were delivered to staff and followed through, and providing additional surge support through additional hires.
• Point of contact for LM Engineering Review Board and Change Control Board to implement changes via global or specified site or region either indicated from customer or updated through internal functional areas.

March 2010 June 2010 | Desktop Support Technician II
Confidential,MD

• Installing, configuring, supporting, upgrading, troubleshooting, and premeditating issues pertaining to current and future versions of common off- the - shelf (COTS) software: Microsoft, Corel, Lotus, Abode, Netscape, RIM, Pal, Citrix, McAfee, Symantec/Norton, Firefox Pointsec, SAS and SPSS.
• Configuring/upgrading new/reissued PC hardware and software in accordance with Standard Operating Procedures (SOP) Support of all Macintosh equipment being migrated into the CMS environment and updating asset management through Remedy.
• Supporting end user network connectivity: wired LAN, and broadband wireless cards; configuring current and future versions of TCP/IP networking and remote access software: VPN, Parachute (dial up), iPASS, PC Anywhere, and Citrix.
• Installation\\configuration and troubleshooting e-mail client software, Outlook, Entourage and Eudora as well as assisting users in the management of their email including administering personal folders and archives.

October 2006 February 2010 |Lockheed Martin Information Technology Specialist
Confidential,Woodlawn, MD

• Providing break/fix support for mixed Dell environment for Gx270 workstations, laptops, network printers, and Lexmark desktop printers.
• Installed workstations for new employees on and executed add/move/deletes on weekly basis.
• Re-imaged machines using Ghost 8 and conducted rma to dell for any warranty parts.
• Coordinated training for internal staff members for professional development; Developed initial training program/process for individuals to increase their potential for Tier 3 Operations.
• Project Lead for 2009 desktop refresh for Tier 3 Operations functional team which consisted of a 4000+ user community. Developed initial project plan that was reviewed by government, and reviewed sow\'s until initial phase. Managed subcontractors as well as internal staff during the process as well as coordinating equipment pickup, and surge support.
• Providing break/fix support for mixed Dell environment for e6400 laptops, Gx745 & Gx270 desktops, Lexmark local & network printers.
• Secondary contact for executive support services which consisted of providing 24x7 support for directors and their support staff for all IT related issues from equipment, mobile devices, and Vpn requests. Performed daily/weekly walkthroughs as directed by government to mitigate any calls and provide additional customer service and log tickets accordingly using remedy application.
• Assisted with the deployment and installation/configuration of Blackberry devices for the 2010 blackberry refresh. Coordinated with mobile device lead with scheduled, prepared device for pre-deployment through enterprise activation (and also required documentation), and performing initial training of new device during time of deployment.
• Support of all Macintosh equipment being migrated into the CMS environment and updating asset management through Remedy. Initial part of Tier3 Macintosh support program and working with lead on any requests and providing assistance on any new initiatives given by the government.
• Tier 3 Operations point of contact for Lockheed Martin Engineering team which reviewed any statements of work that impacted all functional areas submitted by the customer. Documents reviewed for impact to Tier3 operations functional and delivered to point of contact with revisions or submitted via email to team member working with project. Weekly team meetings in person or via conference call to discuss impacted changes submitted.
• Backup for LM catalog program which consisted with assisting with coordinating with internal groups for ordering, coordinating with the customer via remedy through service requests, and following up with the end user to make sure that the installation of the hardware and software has been successfully completed.
• Email SME for Tier 3 Operations which consisted of weekly meetings with GTL, delivering information/weekly tips to staff, and also following up with external vendor Unisys and system admins to resolve complex issues. Attended bi-weekly conference calls to discuss ongoing issues, trends, and scheduled upgrades or emergency requests. Assisted with the customer learning center with training using outlook client.
• Performed VPN training with office of information (OIS) managers, assisted in customer support with the ILSC (customer learning center) and provided additional assistance with real-time support during the 2010 workout day where customers worked from home.
• Assisted with Special needs accommodations customers who are designated as high priority customers who have a 6 hour or 2 hour return to service response time.

July 2006 October 2006 | Tier II Support Technician
Confidential,Baltimore, MD

• Provided remote administration support via Citrix console for remote and on-site clients. Using shadowing to view current issues with either bad sessions, rsa authentication, or issues with home printing.
• Technical supportfor mobile technicians for BGE/BGE Home technicians with mobile toughbooks and issues receiving work orders from central communications.
• Utilized active directory for network management of users, data, security, and distributed resources w/ an average call volume of 50+ calls.