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Tier 1 Support Resume

Washington, DC


To obtain a position within an organization to enhance my Information Technology skillset and become an expert in security, virtualization and cloud networking.


Security Management - Active Directory - Windows Server 2008R2/2012 - Microsoft Exchange - Ports, Protocols and TCP/IP - SharePoint 2016- Windows 7/8/10 MS Office 2013/2016 - IE 8/9/10 - Google Chrome - Firefox - Bomgar Remedy- Windows Operating System Migration - Networking- Project Management - Vendor Management - Remedy Office 365 - SCCM - Cabling- Switches - PIV Card - RSA Tokens - SpiceWorks


Tier 1 Support

Confidential, Washington, DC


  • Install software, modify and repair hardware and resolve technical issues
  • Provide base level IT support
  • Display courtesy and strong interpersonal skills with all customer interactions
  • Develop quick guides to assist end - users with challenging software application features
  • Manage Windows workstations including desktops, laptops and tablets
  • Apply solution by restoring broken or intermittent connections, adjusting software configuration install patches
  • PC refresh and migration Windows 7/8.1 and 10
  • Process incidents/requests in a high pressure, time sensitive environment via phone, email, instant messaging and desk side
  • Provide initial trouble shooting of problems including root cause analysis for desktop, laptop and printers (local/network)
  • Perform Active Directory tasks including account creation, password resets and granting access to drives, folders and files in accordance to security guidelines
  • Create and manage network accounts to include granting access to secured file shares
  • Manage bench and IT inventory Provide level 2 end-user technical support for Windows 8/10, Microsoft office, network connectivity
  • Manage Windows 7/8/10 workstations
  • Troubleshoot Wi-Fi and Ethernet networking issues
Information Technology Intern

Confidential, Hyattsville, MD


  • Teaching students all subject material from PreK4 through 8th grade
  • Experience in working with children suffering from Autism
  • Assist with daily administrative operational duties (Lunch, playground duties, etc.)
  • Working with special needs, intervention and BES children for past 2 summers for ESY Program

Human Resources Specialist

Confidential, Hanover, MD


  • On boarding / Off boarding; compensation, benefits, payroll
  • Data Calls / Respond to Solicitations
  • Perform proofs for compliance matrix for contract bidding
  • Provide administrative hours and leave reports for CEO.
  • Provide scheduling and recruitment and staffing assistance
  • Created and organized team building events to promote employee relations
  • Active utilization of Office 365, Procast and Trinet systems for HR and Payroll functions

Independent Contractor

Confidential, Washington, DC


  • Provided superior customer service with over 1200 guests while maintaining a 4.9 rating out of 5 stars.

Executive Team Leader, Guest Experience Manager

Confidential, Alexandria, VA


  • Provided direction and set priorities for store team of 300 employees in a high volume location (90,000,000/yr); monitored progress in achieving company initiatives, priorities and objectives
  • Ensured compliance in key operating issues (audits, loss prevention, policy, procedures); trained Executive Managers on methods to ensure compliance, improve productivity and reduce shrinkage.
  • Developed team leaders through assessment, provision of recognition, feedback and coaching
  • Engaged in personnel management, assessing and selecting top talent at the hourly team member level by providing recognition, written and oral feedback, and corrective action on a daily basis.
  • Managed new rollouts and delivered timely and accurate operational changes; developed solutions
  • Analyzed schedules ensuring proper staffing levels to meet the business needs.
  • Analyzed reports and partnered with corporate in-stocks merchandisers to ensure in-stocks are maximized.
  • Directly responsible for overall guest retention.

Contract Capture and Procurement Specialist Intern

Confidential, Washington, DC


  • Performed product research for Government and Military contracts.
  • Produced correspondence and documentation related to contract bidding and capture activities.
  • Managed logistic planning processes for product delivery within solicitation deadlines.

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