SUMMARY:

A high - integrity, project driven Information Technology (IT) systems professional with over 12 years of experience who is known for her s in customer support, systems upgrades, and installation of hardware and software troubleshooting, and her ability to excel in high-pressure team and solo environments. She is seasoned in domestic and international travel, bilingual in English and Spanish, and has progressed in her career from a Tier I to Tier II to Team Lead to a Classroom Trainer. She is an expert in U.S. Department of State Consular Affairs software programs and operating systems with a focus on supporting a large-scale deployment and contract over the past five years.

SKILL HIGHLIGHTS:

• Windows 10
• Microsoft Office
• BMC Remedy Ticketing System
• Microsoft SharePoint
• Dreamweaver MX
• Section 508 Compliance
• JAWS
• QFLOW
• Active Directory
• SCCM Remote Control
• HTML/CSS
• Computer Management
• Microsoft Exchange
• Adobe Suite
• Macromedia Flash 8

PROFESSIONAL EXPERIENCE:

Systems Deployment Specialist /Technical Trainer Specialist

Confidential, Sterling, VA

Responsibilities:

• Provides deployment and installation of computer system hardware and software, as well as and on-site support, for a large-scale contract supporting over 200 Embassies and Consulates worldwide
• Manages teams of trainers and technicians as On-site Team Lead, responsible for coordinating and ensuring scheduled s are completed on time and accurately to Post requirements
• Works closely with management by providing feedback on new-hire trainer performances
• Provides team leadership while being responsible for assigning tasks to Trainers and Deployment Specialists on deployment
• Provides system maintenance support including troubleshooting, problem analyses, and assessments for hardware and software systems
• Mentors/assists new-hire trainers on instruction techniques and communication with Post
• Assists with planning, developing, and organizing technical documentation such as procedures, reports, and lesson plans
• Delivers to end-users on BMC Remedy Knowledge Management to search for Knowledgebase articles on troubleshooting Consular software issues
• Extensively utilizes BMC Remedy to record and track common hardware and software issues
• Assists end-users on looking up BMC Remedy incidents through Incident Management
• Conducts to end-users on escalating issues as needed and maintaining communication with the Client and appropriate service Tier level
• Accountable for coordinating schedules and delivering one-on-one, group, classroom, and telephone conference sessions
• Provides scenerios and constructs hands-on exercises with technical equipment to engage on-site post staff
• Assists with preparing course materials on new software updates, such as release notes and best practices, to achieve higher productivity
• Responsible for creating, revising, and updating curriculum materials using Microsoft Office Suite, and user manuals

BES Support Technician

Confidential, Rockville, MD

Responsibilities:

• Provided user integration and email configurations for BlackBerry Enterprise Server 5.0
• Provided Tier I and II support for all mobile device issues
• Loaned BlackBerry devices and cell phones for domestic and international use
• Added international features to Confidential and Confidential & Confidential devices
• Contacted phone carriers to manage account information and service plans
• Provided end-user for Blackberry devices (activations, troubleshooting, password resets)
• Processed and responded to telephone, email and web requests for service
• Monitored, managed, and reported inventory of all mobile devices
• Monitored the Mobility Service queue under Remedy ticketing system
• Completed Remedy tickets according to SLA requirements
• Communicated with customers and provided on/off-site troubleshooting
• Generated, managed and delivered monthly Cumulative Minutes Usage, Summary Phone Totals, and Technical Status reports to the Government
• Generated and managed Performance Weekly Summary Reports
• Automated data collection for all weekly/monthly reports via the Remedy Report console

Systems Engineer/Windows 7 Deployment Migration Technician

Confidential, Rockville, MD

Responsibilities:

• Upgraded Windows XP to Windows 7 for 5,000 users, as a member of the Windows 7 Migration
• Installed, upgraded, configured and deployed Windows 7 Enterprise Operating System on desktops and laptops
• Utilized Magic Ticketing System and BMC Remedy reporting tools
• Created spreadsheets using MS Excel for Windows 7 Deployment Access database
• Monitored, managed, and reported all daily deployment information
• Ordered hardware and managed relations with vendors
• Upgraded desktop and laptop hard drives with new Window 7 images
• Increased users performance by upgrading RAM on Dell desktops
• Installed and upgraded of Confidential and MS Office 2010 software applications
• Reconfigured network printers, scanners, and shared drive access
• Backed up/restored customer data, settings, favorites, mailbox, calendars and signatures
• Provided to Confidential clients and management staff on troubleshooting technical issues with network printers, mapping network drives, and MS Outlook
• Installed McAfee encryption software, Wi-Fi, VPN and Citrix configuration on Dell laptops

Service Desk Analyst

Confidential, Beltsville, MD

Responsibilities:

• Provided support on software and hardware on the Tier I escalation team
• Utilized high competency in Outlook and Microsoft Exchange to provide exceptional support to customers who utilized those programs
• Supported VPN(s), remote virtual desktop Global OpenNet (GO System)
• Maintained user profiles on Secure Virtual Private Network (VPN)
• Maintained user accounts and network access using Active Directory
• Remotely administered desktop workstations utilizing SCCM Remote Control
• Managed network help desk calls to determine the complexities of customers issues
• Assisted customers in creating shared mailboxes and distribution lists, password resets, shared calendars, modifying permissions in Active Directory, Exchange, network files and printer shares
• Created Administrative accounts for new users in Active Directory
• Resolved telework software and Blackberry device issues
• Facilitated communication between customers and other support teams to ensure that customer needs were met and tickets were resolved in an expedited manner
• Created Standard Operating Procedures (SOPs) for system analyses within the U.S. Dept. of State
• Conducted classroom on utilizing the administrative tools required to assist VIPs, which included case study scenarios for Tier I and II
• Established and implemented, with management, appropriate steps in supporting Tier I support
• Gathered and documented specifications for BMC Remedy Ticketing System and assessed long-term requirements
• Conducted to Service Desk staff on ticket creation, resolution, and ticket routing to appropriate departments

Maintenance Technician

Confidential, Rockville, MD

Responsibilities:

• Responded to service requests by analyzing symptoms, identifying cause, performing repairs and maintenance, and restoring equipment to working order within SLA requirements
• Maintained timely and accurate status in county’s client ticketing Express system and ensured customer satisfaction
• Replaced internal/external laptop and peripheral devices
• Installed and serviced printers

Integration Engineer

Confidential, Frederick, MD

Responsibilities:

• Performed configuration and testing of specialized mobile equipment for military field use
• Installed software and hardware system components to Counter Intelligent Human Intelligent Automated Tool Systems ( Confidential ) and performed quality assurance
• Recognized for production volume
• Evaluated software performance and client usage
• Tested and perfected new software modification and releases

IT Specialist

Confidential, Washington, DC

Responsibilities:

• Assisted IT staff with web development
• Performed design, HTML coding and debugging for building and updating HR Connect websites using Dreamweaver, Photoshop, and CSS
• Tested Section 508 Compliance using screen reader program JAWS (Job Access With Speech)