SUMMARY:

• Strategically - focused Information Technology Specialist undertakes complex assignments, meets tight deadlines and delivers superior performance.
• Operates with a strong sense of urgency and thrives in fast-paced settings.
• Proficient in analyzing, diagnosing and resolving difficult technical problems.
• Experienced in applying advanced, analytical techniques in handling a wide range of operational and support issues.
• Excellent people skills known for the ability to handle difficult situations. Provides customer and guidance for a variety of complex technical issues.
• Exhibits the ability to communicate vital and technical information to staff and management at multiple levels

CORE COMPETENCIES:

• Process Improvement Teamwork
• Strategic Planning Customer Relations Research & Analysis
• Tier I\II\III Technical Support Project Management Metrics
• Strong & Versatile Communicator Leadership

INFORMATION TECHNOLOGY SKILLS AND SOFTWARE:

• Active Directory
• Remedy Ticketing System
• CA Unicenter Ticketing System
• Dameware Remote Software
• Bomgar Remote Software
• Windows XP/7/8/10
• Mac OS
• Remote Desktop
• Net/IQ Directory and resource Administrator web console
• McAfee Anti-Virus and Encryption Software
• Cisco VOIP Technology
• Cisco Provisioning Software
• Polycom/Tanburg Video Teleconferencing
• Microsoft Office 2003/2007/2010/365
• Cisco VPN Client
• FRAC Pulse Secure VPN
• Adobe Professional

WORK EXPERIENCE:

Confidential, Norman, OK

IT Specialist

Responsibilities:

• Maintains a consistent monthly customer satisfaction rating of 97% or more ed “WOW” employee 3 times for providing outstanding technical support and customer service
• Top 10 performer in monthly ticket resolution averaging tickets successfully resolved
• Provides Tier 1/2/3 technical support for 2000+ user environment
• Works as an IT liaison between the IT department and various government organizations providing technical guidance and assists with implementing new and improving current IT processes
• Prepares and analyzes performance metrics used to assess specific criteria
• Contributes with developing and documenting customer support policies, procedures and standards
• Creates and manages user, computers, and group accounts, delegates permissions to shared folders\drives\groups using Active Directory
• Supports and troubleshoots network protocols such as DNS, DHCP and TCP\IP. Troubleshoots network connectivity issues desk side and in network closets
• Performs operating system migrations on desktop and laptop machines
• Configures and deploys various types of desktops and laptops. Installs and configures various IT peripherals and devices
• Consultation and recommendation of best practices with clients concerning virus management
• Specializes in researching, diagnosing, troubleshooting, and resolving various complex PC, printer, and software issues remotely and desk side
• Leads, supervises, and manages new incoming fellow IT technicians and less experienced staff, on problem resolution, how to document procedures and solutions, explain company policies, job duties, tips and what is to be expected with the day to day operations

Confidential, Vienna, VA

IT Support Specialist

Responsibilities:

• Maintained a consistent monthly customer satisfaction rating of 97% or more
• Was a Top 10 performer in monthly ticket resolution and averaged tickets successfully resolved
• Contributed to developing new imaging procedure that reduced imaging time from 8 hours to 1 hour
• Provided level 1/2/3 technical support for 2000+user environment
• Worked as an IT liaison between the IT department and various government organizations, provided technical guidance and assisted with implementing new and improving current IT processes
• Was a member of the operating system migration team
• Maintained system and network integrity by hardening Windows machines.
• Troubleshot network connectivity issues desk-side and in network closets
• Created and managed user, computers, and group accounts, delegates permissions to shared folders\drives\groups using Active Directory
• Configured and deployed various types of desktops and laptops. Installed and configured various IT peripherals and devices
• Troubleshot various PC, printer and software issues remotely and desk side
• Led, supervised, and managed new incoming fellow IT technicians and less experienced staff, on problem resolution, how to document procedures and solutions, explain company policies, job duties, tips and what is to be expected with the day to day operations

Confidential, Alexandria, VA

IT Support Specialist

Responsibilities:

• Selected to be a part of the Security Incident Response team as a result of outstanding performance
• Responded to security alerts generated by the Confidential IDS and mitigated the vulnerabilities detected on the compromised systems
• Managed the main ticket queue ensuring SLA goals were met
• Assisted technicians with day to day operations and how to manage their respective queues.
• Ensured technicians were properly responding to tickets.
• Developed processes that ensured customer satisfaction and efficient team performance
• Trained new incoming employees on company procedures and ticket handling
• Installed various hardware (memory, hard drives, cd-rom, floppy disks, RAM, printers)
• Imaged, configured, and deployed government issued laptops and desktops
• Created and managed user\machine accounts using Active Directory
• Set up conference calls &VTC sessions
• Configured and troubleshot blackberry\IPhone Smartphone’s
• Migrated Windows operating system software
• Troubleshot various network connectivity issues

Confidential, Alexandria, VA

Help Desk Support Analyst

Responsibilities:

• Logged all customer calls and inquiries using the CA UniCenter software
• Provided support and troubleshoot various problems with Smart and Common Access Cards (CAC) on DOD network
• Troubleshot various software issues remotely
• Assisted with deployment of security (IAVA) patches
• Walked users through installing printers, card readers remotely
• Updated ticket reports on a daily basis