SKILLS:

• Patch/Security Management - Active Directory - Windows Server 2003/2008/12 - Microsoft Exchange 2007SnagIt 9.0 - Adobe Acrobat Professional - SharePoint 2010 - Windows XP/Vista/7 - MS Office 2007/2010/13/365
• IE 7 and IE 8 - Google Chrome - Firefox- - Bomgar - WebEx Corporate - LogMe In Remote AnyMeeting - Office Communications Server 2007 - Asterisk VoIP - Blackberry/Android/IPhone/IPad Support/Surface Pro3
• TCP/IP - Networking-- Project Management - Vendor Management - BMC Remedy- Office 365 - Citrix-SCCM 2007/SCCM 2012-Bes10/Bes12-Service Now/Deskpro/ Maas360-Mcafee EPO- MS Forefront Identify Manager

EXPERIENCE:

Confidential

Security Accessor

Responsibilities:

• Provide support to Information Systems Security Officer (ISSO) and Information System Security Manager ( Confidential ) for subsystems of a large, integrated system
• Create security documentation including policies, procedures, plans, and standards covering Confidential SP 800-53 controls, FedRAMP and FISMA
• Champion security within the team and serves as a reference for security processes
• Functions as a Subject Matter Expert on the National Institute of Standard and Technology ( Confidential ) Special Publication (SP) 800 series, FIPS, FISMA and applicable Federal Regulations
• Work closely with team of security analysts to ensure generation of documentation or evidence from the SMEs address monthly continuous assessment activities
• Identify and recommend potential areas where existing information security policies and procedures require change, or where a supplement is required to mitigate key security risks
• Partner with ISSO or Confidential to enhance security policies/procedures
• Review, monitor, and report Plan of Action and Milestone (POA&M) status to all stakeholders and follows up with appropriate personnel to ensure that POA&Ms are remediated and reported in a timely manner to the POA&M Manager
• Effectively organize complex information into clear, comprehensible written documents such as, policies, standard operating procedures, and plans
• Assist with Assessment and Authorization (A&A) activities as required
• Maintains current knowledge of relevant technology as assignee
• Participates in special projects as required

Confidential

System Administrator

Responsibilities:

• Performs systems administrative and operational duties on computer systems
• Maintain files as required by the vendor of custom design application
• Analyze, evaluate and test software and hardware problems
• Perform installation, planning and security of computer facilities
• Responsible for developing and maintaining systems configuration
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems
• Acts as a technical resource for all users
• Contribute to finding improvements in the hardware, software or infrastructure related services
• Working to agreed SLA's in order to resolve customer issues in a timely manner
• Organize appropriate training and utilize commercial and government off-the-shelf products (COTS and GOTS)
• Install, troubleshoot, support and configuration of microcomputer hardware and software systems, to include servers
• Also performs same functions for peripheral devices such as modems, scanners, printers, and fax devices
• Provide troubleshooting diagnosis, and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Confidential

Jr. System Admin

Responsibilities:

• Build good relationship with customers and understand their needs
• Provide world class customer service/support to users for issues of moderate complexity
• Provide advanced technical assistance for software, hardware, and/or IT problems and meet customer satisfaction
• Communicate with customers and take appropriate actions to resolve their issues
• Identify product defects based on product design, customer issues and technical analysis
• Develop Knowledgebase, procedures and support tools to improve services efficiency
• Coordinate with the PM team to meet customer needs
• Be familiar with document imaging, document management, and workflow COTS systems to provide support when necessary
• Provide installation services to approved end users for non-standard software installations; and Supervise other technical staff as required
• Receive escalated PTT help desk tickets and providing the PTT end user’s desk-side support of all tickets until a resolution is achieved for the end user as quickly as possible. Develop Knowledgebase, procedures and support tools to improve services efficiency
• Be familiar with document imaging, document management, and workflow COTS systems to provide support when necessary
• Provide installation services to approved end users for non-standard software installations; and Supervise other technical staff as required
• Receive escalated PTT help desk tickets and providing the PTT end user’s desk-side support of all tickets until a resolution is achieved for the end user as quickly as possible.
• Update assigned tickets in the PTT help desk tracking tool following the guidelines for the Tier 1 team providing as much detail as needed in the Work Log so any team member can continue support if the assigned agent is unavailable
• Provide preventative support such as checking the printers to see if they need paper or ink, emptying shredders, checking televisions, identifying possible outages, etc.

Confidential

Jr System Admin

Responsibilities:

• The Jr System Admin is the second-line representative to the user community and is responsible for delivering high quality support services.
• The System Admin performs trouble-shooting and diagnostic services, resolves incidents and service requests, and may assist other Sr. System Admins in resolving undocumented or complex work orders.
• Respond to users’ calls, e-mails, voice mails, faxes, and instant messages to resolve incidents and service requests on the first contact when possible
• Provide accessible, courteous, responsive, and qualitative 2nd tier help desk support to all staff and their representatives, to ensure Service Level Agreements are met
• Use the department’s ticket tracking system to accurately document, track/update, and resolve service requests and incidents
• Adhere to all Standard Operating Procedures and report discrepancies to the Team Lead and Senior Analysts
• Escalate unresolved incidents, service requests, and problems to the appropriate Tier 3 team
• Provide follow-up status to end-users and support partners in accordance with specified policies and procedures
• Submit entries for the CSC Knowledge Base
• Ensure the voicemail and mailbox schedules are followed
• Participate in special projects
• Increase personal knowledge of the business and technical environment with the goal of increasing first-call resolution rates
• Improve knowledge of, and ability to, operate all support tools and technologies
• Keep up-to-date on the status of system changes, Admin procedures and Updates

Confidential

Application Support Tier 2/Help Desk Specialist

Responsibilities:

• Provide first and some second support to customers and partners.
• Provide excellent customer service and follow-up for any and all customers.
• Queue management of incoming calls/message care.
• Developing, and working to continually increase a good working knowledge of supported applications, brand standards, system changes, and procedural changes.
• Establish and maintain a positive work environment (morale, cleanliness, etc.)
• Assisting other analysts as necessary with support issues and escalations.
• Escalation to third level support and/or on-call support as necessary.
• Maintain Escalation of critical issues to Senior’s and Manager.
• Supports calls/emails from users of various Federal exchange applications across 26 states.
• Provides Tier2 technical and investigative support to issuer and state clients on contribution amounts, claims, claims data transmission issues, reinsurance payments, etc.
• Provide access and log-in support (ID's/login passwords, and user accounts) for the Federal Exchange system, Data Service Hub, State Medicaid and Children's insurance program (CHIP) agencies connecting to Federal Exchange Platform System (FEPS), and State Issuer System Administrators or other authorized stakeholders.
• Investigate and analyze root issues, common problems, train customer service representatives, and triage all problems with Health Insurance Oversight System(HIOS) and Qualified Health Plan(QHP) teams.

Confidential

Tier 2 Help Desk Analyst

Responsibilities:

• Provide remote administrated desktop and software support using Remote
• Desktop on DOD workstations.
• Provide logon support of various DOD and other secure government sites.
• Provide training and support to customers of hardware, applications, and web base applications.
• Provide support of CAC in a PKI environment.
• Verify security and reset of passwords for DOD network infrastructure.
• Logged and Tracked calls received using a Windows XP and/or 7 desktop systems running a web-based ticketing system.
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups.
• Troubleshoot and resolve hardware, software and communications issues by interacting with hardware vendors, application developers, and remote facility infrastructure teams.
• Troubleshoot DoD systems such as RAPIDS and DBIDS
• Provided exceptional customer service for Help desk support on MS office 2007 & 2010 including MS office for Mac (iWorks). Provided Configuration, installation, product suite support and troubleshoot for hardware, Printer, Operating System (Windows XP, Vista, & 7 and Mac OS X) and software (applications),

Confidential

Help Desk Analyst

Responsibilities:

• Responsible for the maintenance, repair and installation of personal computer and network hardware and software.
• Reviewed, maintained and performed upgrades to existing personal computer systems.
• Troubleshoot problems and determine solutions. Duties include system administration, user account creation, backup/restoring data, and providing specialized support to system users.
• Troubleshoot by responding to user reports about service interruptions, analyzing network logs to locate the source of a problem and applying an appropriate solution.
• Applied solution by restoring broken or intermittent connections, adjusting software configurations, installing patches and rebooting the entire system.
• Monitored daily server traffic and system usage; maintained user accounts and access privileges; maintained network logs; updated network, application and security software; performed scheduled backups; performed scheduled tests; assisting with the realization of special projects; wrote user documentation; trained new users.
• Installed, troubleshoot, and configure Windows 7 Client, Microsoft Office Suite, applications and various internet browsers.
• Investigated hardware and software problems and perform minor system hardware and communication connection repairs.
• Determined user specification s for hardware and software and perform purchasing of hardware and software to meet the user’s needs.
• Assisted with managing and maintaining hardware and software inventories.
• Assisted with patch management of desktop operating systems.
• Developing client SharePoint sites and provided support as needed