SUMMARY:

• Dedicated, personable, hardworking individual with the intercommunication skills to work at all levels of the organization.
• Outstanding motivator and builder of teams.
• Works effectively in both team environments and individual assignments.
• Successful in meeting new technical challenges and finding solutions to meet the needs of the customer.
• Anticipates, identifies and resolves problems effectively.
• Performs professional and scientific work requiring the design, development and adaptation of mathematical and statistical modeling and scientific methods to analyze operational problems.
• Maintains professional demeanor, especially during times of stress.
• Demonstrated skills and supporting end users. Excellent supervisory skills.

TECHNICAL SKILLS:

• MCP Windows 7 (70 - 680)
• CompTIA A+ certified
• CompTIA SEC+ certified
• Technical Writing
• Systems Support / Maintenance
• Technical Support
• Troubleshooting
• LAN/WAN Networking
• DHCP, DNS and WINS administration
• Server manager
• VPN
• TCP/IP
• Ethernet
• Hubs and switches
• Network configuration
• Windows XP, 2000, 98, NT and DOS
• Microsoft Office Suite
• Lotus Notes
• Norton and McAfee Antivirus
• Active Directory

EXPERIENCE:

IT Manager / Desktop, Remote Support

Confidential, Baltimore, Maryland

Responsibilities:

• Provide system support for multiple Microsoft operating systems ( Windows 2000 Pro,Windows XP, Windows Vista, Windows 7, Windows 8)
• Performs basic installations, repairs, upgrades, re - imaging, and maintenance on computer hardware and equipment.
• Installation and maintenance of printers and scanners.
• Configures Blackberry devices, iPhones and user accounts.
• Administers user accounts and computers in Active Directory
• Advanced troubleshooting, which included; troubleshooting Internet Explorer, Netscape Navigator, Outlook, Outlook Express, general TCP/IP settings and some operating systems.
• Provided end user support for standard browser configurations (MSIE, Firefox, Opera, Chrome)
• Provides video tele-conferencing (VTC) services.
• Analyze user needs and recommend hardware for acquisition.
• Setup, configuration and administration of Office365 mail server.
• Assist with escalations and outages, documentation of events both current and ongoing.

Desktop / Helpdesk Support Analyst

Confidential, Silver Spring, Maryland

Responsibilities:

• Provide system support for multiple Microsoft operating systems ( Windows 2000 Pro,Windows XP, Windows Vista, Windows 7, Windows 8)
• Perform account management within User Manager, Active Directory.
• Advanced troubleshooting, which included; troubleshooting Internet Explorer, Netscape Navigator, Outlook, Outlook Express, general TCP/IP settings and some operating systems.
• Managed computer inventory and orders IT - related equipment for the agency.
• Provide first level support for Laser jet Printers, and coordinate with vendors for extensive repairs.
• Setup, configuration and maintenance of Avaya IP 500 hardware.
• Setup, configuration and administration of IP 500 software.
• Assist with escalations and outages, documentation of events both current and ongoing.

Desktop / Helpdesk Support Analyst

Confidential, Maryland

Responsibilities:

• Provide system support for multiple Microsoft operating systems ( Windows 2000 Pro, Windows Vista, Windows 7)
• Perform account management within User Manager, Active Directory.
• Processed registrations for several internal websites, FTPs, Sharepoint's.
• Advanced troubleshooting, which included; troubleshooting Internet Explorer, Netscape Navigator, Outlook, Outlook Express, general TCP/IP settings and some operating systems.
• Provided end user support for Sharepoint
• Provided end user support for standard browser configurations (MSIE, Firefox, Opera, Chrome)
• Configure, setup, delete and creation of conference calls.
• Worked with the web based version of Remedy

Desktop / Helpdesk Support Analyst

Confidential, APG, Maryland

Responsibilities:

• Provide system support for multiple Microsoft operating systems ( Windows 2000 Pro, Windows Vista, Windows 7)
• Perform account management within User Manager, Active Directory.
• Monitor servers overnight for outages / issues.
• Advanced troubleshooting, which included; troubleshooting Internet Explorer, Netscape Navigator, Outlook, Outlook Express, general TCP/IP settings and some operating systems.
• Advanced BlackBerry configuring and troubleshooting; including but not limited to CSR pairing via Bluetooth, Enterprise activation, JVM resets and familiarity with a varies of devices and OS's.
• Part of the Windows 7 Alpha and Beta Testing phases. Providing on the ground support for user in the groups.
• Part of the senior tech/escalation group which fielded a variety of issues from various parts of the helpdesk.

Desktop / Helpdesk Support Analyst

Confidential, Baltimore, Maryland

Responsibilities:

• Provide support for multiple Microsoft operating systems ( Windows 2000 Pro, Windows XP Pro, MS Dos)
• Perform basic account management within User Manager, Active Directory.
• Provide first level support for Laser jet Printers, and coordinate with vendors for extensive repairs.
• Basic troubleshooting, which included; troubleshooting Internet Explorer, Netscape Navigator, Outlook, Outlook Express, general TCP/IP settings and some operating systems.
• Perform nightly hand - off calls that would consist of: Incidents, Problems, and changes that were placed into production. Along with next steps and future implementations.

Desktop / Helpdesk Support Analyst

Confidential, Baltimore, Maryland

Responsibilities:

• Provide Level I & II desktop support to over 500 users across 4 domains.
• Provide support for multiple Microsoft operating systems (NT 4.0, Windows 2000 Pro, Windows XP Pro, MS Dos)
• Perform basic account management within User Manager, Active Directory.
• Perform basic account management within Lotus Notes.
• Provide first level support for Laser jet Printers, and coordinate with vendors for extensive repairs.
• Support the PMS system workstations and the production lines.
• Provide training to new employees on basic computer access.
• Provide training to other IT members on applicable SOPs.
• Certified Actavis trainer.
• Perform repairs and upgrades to workstation hardware, including, but not limited to, internal components, keyboards, mice, printers, scanners and monitors.
• Document all work per applicable SOPs regarding Good Documentation Practices and Help Desk Procedures.

Assistant General Manager

Confidential, Baltimore, Maryland

Responsibilities:

• Assist in lowering inactive customer base.
• Bring in new business to the branch.
• Weekly duties, including but not limited to Pace reports, Bill paying and collections.