SUMMARY:

• 10+ years of success leading IT support operations for Department of Defense customers. Highly competent and accomplished IT professional adept at directing delivery of IT services within large - scale enterprise environments; motivational and performance-driven leader, skilled at building peak-performing teams, maintaining business-critical applications and systems, and implementing best practices in IT management, customer service and technical support. Flexible and adaptive; proven to excel under pressure while consistently meeting expectations. Articulate communicator with interpersonal, problem solving, and negotiation skills critical to forming and maintaining strong customer relationships.

PROFESSIONAL EXPERIENCE:

Confidential, Norfolk VA

Information Technology Specialist

• Provides End-User technological support for LAN related issues. Coordinates, installs, and maintains computer system administration, local area network administration, and system/network security. Effectively applies IT resources to mission requirements with the goal of minimizing downtime by resolving complex issues that ensures the customers to be more productive. Troubleshot automation equipment and systems to the degree required for isolation of malfunctions to specific hardware or software. Performed Quality Assurance Tests on customer accounts to ensure modifications were performed with authorized specifications to NMCI-COSC seats. Conducts risk assessments for security violations and performed analysis for review collection for future security awareness. Monitors the operational functionality of all Information Services Technology hardware and software for proper function and processes, analyzed irregularities and erroneous processes within the software system and deploys solutions to eradicate errors and critical interruptions. Administers and maintains systems to include routine and preventative maintenance, software updates, wiring, upgrades, and system-wide updates. Analyzes and advises the Division Chief on all Information Technology (IT) issues, development applications, physical security, Cyber Security vulnerabilities, and training shortages and future requirements. Responsible for IT systems concepts and capability phases of systems development life-cycle.

Confidential, Suffolk, VA

Help Desk Analysts Contractor

• Provide technical, operations, and training support to users of personal computers, laptops, portal devices and virtual computing devices either by telephone or at customer desktop.
• Performs hardware diagnostics and coordinates repairs, assists in planning and designing personal computer support systems.
• Adding and configuring new workstations
• Assessing and recommending the acquisition of, implementation of, and dissemination of IT security tools, procedures and practices to protect information assets.
• Ability to assess and advice on a variety of sources and procedures and methods for systems and applications.
• Specialized experience in planning, analyzing, acquisition, designing, developing, implementing, quality assurance, configuration, integrating, maintenance testing, operational integrity, and/or management of systems used.
• Perform Command Line scripting (CMD and PowerShell)
• Setting up user accounts to utilize Defense Information Systems Agency (DISA) emails
• Create and manage Group Policy Objects, Security Groups, User and/or Computer objects and User Accounts.
• Reset Common Access Card (CAC) pin numbers
• Reset Secure Gen Biometric scanner
• Verify users account in Defense Enrollment Eligibility Reporting System (DEERS) to reset pin for CAC
• Installing system-wide software
• Manage emerging customer computer issues, to include but not limited to Active Directory, Network, Web Portal, Account Management, Configuration Management, and Blackberry problems
• Knowledge of Information Technology principles, concepts, practices, systems software, database software, and immediate access storage technology to carry out activities.
• Access DMDC daily to assist with Common Access Card Personal Identification Number Reset (CPR)
• Lead or support the development of multi-year IT strategic plans
• Conduct Business Performance Reviews.
• Evaluate policy needs and develop policies to govern IT activities.
• Develop, manage and execute IT budgets.
• Participate in the IT capital planning process and assist in managing IT investment portfolios.
• Develop and monitor IT spending and performance measures; and interpret metrics for the evaluation of IT program effectiveness and efficiency.
• Identify and address IT workforce planning and management issues such as recruitment, retention and training.
• Conduct reviews and assessments of IT programs and projects
• CPR Trusted Agent (DOD)
• Performing procedures to prevent the spread of viruses
• Allocating mass storage space
• Develops SOPs and maps task execution processes
• Create, remove, update, and set permissions with customer accounts, email, and group mailboxes in Active Directory.
• Restore operating system using System Center Configuration Manager (SCCM) formally Systems Management Server (SMS).
• Acts as liaison for data transfer systems design and implementation.
• Installs and tests personal computers, printers, and other peripherals; configures operating system, deploys applications software programs either directly to the desktop computer or through the virtual management console.
• Manages and tracks work activity using BMC Remedy management console.
• Knowledge of system requirements and techniques for planning current and future system architecture requirements.
• Develops activity and project specific reports to document specific work accomplished. The technician will provide technical, operations, and training support to personal computers either by telephone or at the desktop for hardware and software packages.
• Support Blackberry setup and configuration.
• Knowledge of commonly applied principles, concepts, and methodologies, operating characteristics and capabilities of systems, media, equipment, and related software systems, processes and procedures.
• Provide support for personal computers, laptops, printers and Virtual Desktop Infrastructure devices Virtual Desktop Infrastructure (VDI).
• Provide technical, operations, and training support to personal computers either by telephone or at the desktop for hardware and software packages.
• Knowledge of the customary approaches, techniques, and requirements appropriate to an assigned computer applications area or computer specialty area in an organization; planning the sequence of actions necessary to accomplish the assignment where this entailed coordination with others outside the organizational unit and development of project controls; and adaptation of guidelines or precedents to the needs of the assignment.

Confidential, Norfolk, VA

Field Service Information Assurance

• Ability to demonstrate strong interpersonal skills and the ability to work independently with minimal supervision.
• Ability to diagnose and troubleshoot workstation, application, peripheral, TCP/IP, and/or printer problems.
• Provide Tier 2 technical support for military personnel & civilians supporting Next Generation Enterprise Network ( NGEN).
• Hardware/software installation & setup, troubleshooting Maintain, update and repair daily use and deployable laptops, PC’S, laptops, blackberries and air cards
• Independently carry out familiar assignments in accordance with previous instructions, standard procedures for creating documents, or entering or retrieving data, and established use of software packages
• Proficient in desk side support to computer hardware, software, and other electronic or mechanical devices including clients, servers, legacy systems equipment.
• Able to identify the causes of networking problems, using diagnostic testing software and equipment and past experience.
• Stellar at software installations, upgrades and system recoveries.
• Responsible for installing network printers and setting up Scan to File capabilities. Experienced with Ricoh’s 4502, 2852, Xerox Work Centre Pro 7225, 7120 and 7830, HP 500,575,680, Konica Minolta 200, 250, and 350.
• Hardware/software installation & setup, troubleshooting Maintain, update and repair daily use and deployable laptops, PC’S, laptops, blackberries and air cards
• Independently carry out familiar assignments in accordance with previous instructions, standard procedures for creating documents, or entering or retrieving data, and established use of software packages
• In addition to responsibilities, serves as an Information Assurance Specialist, maintains proper accounting records and files in accordance with Electronic Key Management System ( EKMS1B).
• Installs, manages, and loads classified keying material for KG175 A’s and D’s supporting Next Generation Enterprise Network ( NGEN) classified networks.
• Ensures the proper storage and operation environments are maintained IAW EKMS1B and the supporting EKMS Manager’s requirements.
• Ensures that appropriate security controls are in place. Responds to computer breaches and viruses when necessary.
• Responsible to work Information Assurance (IA) tickets for the site. Communicates with Command Information Assurance Mangers proper DoN requirements to mitigate IA issues.
• Ensures monthly requirements are maintained including: SF700, SF701, SF702’s, IA safe inventory, EKMS training, SKL audits, monthly and quarterly spot checks.
• Adding and configuring new workstations
• Setting up user accounts
• Installing system-wide software
• Performing procedures to prevent the spread of viruses
• Allocating mass storage space
• Outlook 2007 & 2010, Word, Excel, Access, and PowerPoint, Adobe Dreamweaver CS5, Adobe Flash CS4, Adobe Photoshop CS4, Adobe Fireworks CS4, Active Directory, Remedy, Netmeeting, Remote Desktop Connection

Confidential , Norfolk, VA

Help Desk Coordinator Contractor

• Provides Tier 1 and Tier 2 technical support for military personnel & civilians and Navy/Marine Corps Intranet (NMCI) environments with 2500+ users.
• Perform installations, configuration, troubleshooting, and maintenance of various network devices and protocols.
• Hardware/software installation & setup, troubleshooting Maintain, update and repair daily use and deployable laptops, PC’S, laptops, blackberries and air cards
• Independently carry out familiar assignments in accordance with previous instructions, standard procedures for creating documents, or entering or retrieving data, and established use of software packages
• Provide support for machines and clients running multiple operating system platforms including Windows 7 and Windows XP Professional.
• Hardware/software installation & setup, troubleshooting Maintain, update and repair daily use and deployable laptops, PC’S, laptops, blackberries and air cards
• Independently carry out familiar assignments in accordance with previous instructions, standard procedures for creating documents, or entering or retrieving data, and established use of software packages
• Excellent communication skills both written and verbal.
• Utilized PC and various software protocols and applications such as: Adobe Acrobat, Microsoft Office 2007, Access, Microsoft Project and Outlook, MS Visio 2007.
• Maintain high level customer satisfaction by clarifying customer needs and ensuring that they are met
• Resolved user issues using active directory, creating new local user profiles for windows and/or outlook 2007 & 2010.
• Adding and configuring new workstations
• Setting up user accounts
• Installing system-wide software
• Performing procedures to prevent the spread of viruses
• Allocating mass storage space
• Outlook 2007 & 2010, Word, Excel, Access, and PowerPoint, Adobe Dreamweaver CS5, Adobe Flash CS4, Adobe Photoshop CS4, Adobe Fireworks CS4, Active Directory, Remedy, Netmeeting, Remote Desktop Connection