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Administrator Of Operations & Systems Support Resume

Washington D, C


  • Experienced IT professional with a passion for providing others with a prodigious skillset. Extensive Developer experience. Looking to attain a position as an Developer with a company that encourages the use of computer and analytical skills to serve and protect the organization.


Basic: Microsoft Office, Active Directory, Servers, Windows installs

Database Management: Microsoft SQL Server, MySQL, DBMS

Management/Development: Remedy Zendesk Ticketing, Object Oriented Programming (OOP), Microsoft Visio, Windows/iOS

Information Security: Wireshark, Firewalls, Risk assessments, Splunk

Key Skills: Technical Troubleshooting, Software Installs, Modify AD accounts System/Network Administration, Patches & updates


Confidential, Washington D.C.

Administrator of Operations & Systems Support

  • Monitored and triaged all Helpdesk inquires pertaining to the spectrum of PCORI’s extramural funding business process.
  • Served as the Helpdesk technical lead by maintaining a proficient understanding of its capabilities and functionality
  • Responded to and resolved all internal and external inquiries (Zendesk tickets),
  • Supported the development of informatics and appropriate metrics showing system performance, maintenance, and operations; supported testing initiatives and continuous integration and improvement strategies in coordination with IT services. Supported and authenticated user accounts in collaboration with IT across the organization
  • Maintained close coordination with Merit Review, Contract Management, and Science/Engagement program teams to ensure a complete and accurate information exchange regarding the timelines and activities needed to support the end - to-end life cycle of PCORI’s extramural funding awards business process
  • Collected and presented Helpdesk customer survey feedback and usage reports on a weekly basis to PSIM, Science, and other internal Departments as requested
  • Managed the year-round Helpdesk Call Center, including occasional weekends and holidays
  • Reviewed changes to Funding Center, PFAs, and Application Guidelines prior to posting
  • Offered advanced customer service solutions based on Helpdesk data
  • Supported customer service advancement across the organization
  • Created ad hoc reports for the Executive Director, CSO Office, Engagement and Communications as requested
  • Analyzed and presents applicant and reviewer feedback through surveys and common Helpdesk questions for process improvement purposes
  • Updated Standard Operating Procedures for the Helpdesk operations
  • Created ad-hoc reports as needed and turn data into compelling visual presentations
  • Conducted Zendesk training and provides support to PSIM staff as needed

Confidential, Woodbridge, VA

Technical Lead Specialist

  • Technical Lead Specialist Service and repair Confidential iPhones
  • Flexibility to regularly rotate through different technical specialties and skill sets
  • Ability to thrive on change as products evolve
  • Performed basic troubleshooting procedures on iOS devices
  • Advanced troubleshooting computer hardware and software installation.
  • Demonstrated exceptional, consistent and comprehensive knowledge of Confidential technology and applications
  • Installed software and resolved technical issues for 40 customers or more daily.

Confidential, McLean, VA

It Support Specialist/System Administrator

  • Familiar with the ticketing system used for user issues (used Service Now)
  • Configuration of VOIP phone
  • Day to day task required usage of Active Directory/ GPO
  • Experienced in configuration and troubleshooting of Avaya phones
  • Performed repairs on workstations, laptops, servers, printers, and networking equipment.
  • Troubleshoot, Re-Image, Wipe, & Fix Computers
  • Extensive experience setting up, installing, and repairing desktops, laptops, printers, and modems.
  • Configured and maintained various operating systems including Windows Server 2003, 2008, 7, Linux, UNIX, Solaris, and Mac OS X.

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