PROFILE:

Qualified IT analyst with a proficient level of experience in developing, implementing, and maintaining the IT infrastructure needs of a business. Self motivated and goal - oriented, with a demonstrated ability to be receptive in learning new skills and proactive to execute them.

TECHNICAL SKILLS:

Applications: HP Service Desk Manager & Remedy 8.1 Application Manager, Tanium, Process Monitoring, Oracle SQL Database, Cisco Unified Communications Manager Express (CME)

Network: Cisco Server-based & Switch-based Configurations & Troubleshooting, Avaya Phone/Server Support, Public Switched Telephone Network (PSTN) components and connections, Voice over Internet Protocol (VoIP) network components, gateways, analog and digital ports

Protocols: VPN, VLAN, DNS, DHCP, TCP/IP

Office Products:: Microsoft Word, Microsoft Excel, Microsoft PowerPoint

RELATED WORK EXPERIENCE:

FUNCTIONAL CONSULTANT

Confidential, Dulles, VA

Responsibilities:

• Helping drive successful operations of Confidential ’s PRISM product suite by delivering proficient advisory and support services to government clients
• Participating in weekly meetings to discuss statuses of outstanding vendor tickets
• Verifying and closing out requisitions that were utilized against an (contract)
• Assisting in creating ad-hoc reports that reflect requisition and contract specific data

PROBLEM COORDINATOR

Confidential, Alexandria, VA

Responsibilities:

• Conducted root cause analysis of organizational network and software system outages and determine best solutions servicing the Office of Secretary of Defense (OSD) and the Headquarters, Department of Army (HQDA) Domains
• Concluded over 11 documented problem investigations assigned to my queue, 7 within the targeted timeline
• Created weekly outage trend analysis to determine organization risk management issues and implement forecasting models
• Completed after-action reports of how an outage event began, how it was resolved and whom resolved it
• Developed and implemented new processes to streamline issue ticketing procedures (i.e. handling, tracking, and identifying)
• Updated outage tracker reports for events that occur during business hours

NETWORK ENGINEER

Confidential, Washington, DC

Responsibilities:

• Provided technical support, planning, and delivery of customer support services for the installation, configuration, and administration of network equipment in a Windows based environment
• Serviced 300 DoD customers to support Facilities Services Directorate operations. Performed daily operation tasks such as testing for active and non-active ports, preparing new workstations according to FSD customer profile requirements, and installing latest windows patches onto workstations, laptops and servers
• Actively supported the decommissioning over 10 old servers and on-boarding new servers
• Ensured equipment were up to security and information assurance policy standard by accounting and reporting active and expired devices
• Upgraded the infrastructure environment and facilities, which received positive responses from customers and Pentagon building management government leads

IT LEADERSHIP DEVELOPMENT

Confidential, Camp Hill, PA

Responsibilities:

• Provided mobile and on site daily coverage in resolving customer phone incidents or servicing requests made by Highmark Health Solution department managers
• Upgraded the team’s Voice over Internet Protocol (VoIP) Avaya 9620s/96400s phone provisions as well as ensuring customers receive and support
• Actively assisted in the completion of a 3 week project by configuring, testing and installing over 700 Avaya IP phones at a remote Highmark location. The project was completed within 10 days, all while meeting budget requirements
• Completed a mock scenario based on Highmark’s contingency plan to test telephony service in the event of an emergency
• Tested for Port Functionality based on a Site Survey and reporting their status to Senior Voice Engineers for further analysis
• Assisted Senior Voice Engineers with updating and installing hardware and software components to Avaya switches
• Tasked with maintaining the efficiency and security of the patch panels for all network closets on site and at remote locations

IT INFRASTRUCTURE REPRESENTATIVE

Confidential, Camp Hill, PA

Responsibilities:

• Maintained compliance with all Highmark Corporate Policies and Information Security Governance ( Confidential ) procedures and standards.
• These measures included creating, tracking, escalating and managing all enterprise production incident tickets and outages using HP Service Desk Manager
• As the monthly target was to answer and close incident tickets at an initial resolution of 75 percentile, provided an initial resolution by 78 percentile on a monthly basis

CUSTOMER SERVICE REPRESENTATIVE

Confidential, Harrisburg, PA

Responsibilities:

• Completed the accelerated six-week program on how to provide accurate and concise information to help customers remedy their federal and non-federal student loans.
• The target goal of providing accurate and concise information is 80 percentile
• Consulted with hundreds of delinquent customers of the different payment plans to remedy a current (satisfactory) account with an assessed accuracy resolution of 82 percentile on a monthly basis

TECHNICIAL SUPPORT INTERN

Confidential, Harrisburg, PA

Responsibilities:

• Provided technical assistance to agency users by arranging and repairing user desktops and laptops according to organization standards
• Installing organization approved hardware and software material for users
• Tasked with traveling to assigned remote agencies and residences across the Central Pennsylvania region to configure, install, test, and deliver new or repaired devices
• The large scale roll-out of personal computers to agency wide users yielded a successful result as this initiative was met under a strict timeline and positive feedback was documented from customers’ surveys

CALL CENTER REPRESENTATIVE INTERN

Confidential, Harrisburg, PA

Responsibilities:

• Responded to inquiries from callers regarding the Home Improvement Act
• Provisioned technical assistance to contractors on how to register online as well as keying Data-entry files of potential applicants
• Received calls from 100 applicants within a day in order to meet contractual agreement with the Office of Attorney General
• Provided call backs to over 300 registered applicants and their approval status