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Information Technology Assistance Center Associate Resume

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MD

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SUMMARY:

  • Seeking position in tier one or tier two Information Technology (IT) environment applying over ten years of IT professional experience and recent Bachelor of Science in Information Technology with a concentration in Information Management.

TECHNICAL SKILLS:

Active Directory, Blackberry Management, Windows File Sharing, Ghost Imaging Software, iPhone Management, IBM Lotus Notes 8.5 and 9, MS Office 2010 and 2013, MS Outlook 2010, Microsoft Windows 7 and XP, MobileIron Server, Network Connection Support, Telephone/Chat/Onsite Support, Printer Set - up, Remedy, Service Now, Tivoli, Hardware/Software Troubleshooting, and Virtual Private Network (VPN)

PROFESSIONAL EXPERIENCE:

Confidential, MD

Information Technology Assistance Center Associate

  • Operates as Information Technology Associate Center (ITAC) team member processing Global request/incidents, managing user’s accounts in Service Now, Tivoli, MobileIron, Identity Manager, and Active Directory environment.
  • Participates on multiple global projects, ensuring Global ITAC teams are kept up to speed on current issues and new applications.
  • Participates on selection committees providing final inputs for ITAC Associate new hires and coordinates onboard training plans ensuring new hire are trained promptly on all Help Desk task.
  • Updates and maintains regional Standard Operating Procedure (SOP) manuals for ITAC, streamlining personnel access to ITAC procedures.
  • Contributed in project of over 60 internal and external user account conversions, limiting user down time and impact to daily operations.
  • Working on Global Knowledge Base Team ensuring training documentation in Tivoli and Service Now is accurate and up to date for Global Information Technology employees and easy to understand for End Users.
  • Manages on call rotation schedule for seven employees, ensuring 24 hour support for business critical issues.

Confidential, Burlington, NJ

Systems Manager

  • Operated as Client System Manager Lead processing IT request/incident, managing user access, folder rights, and unit funds within Remedy, Active Directory, Windows Server 2000, Virtual Private Network (VPN), Ghost Imaging Software, and CRIS Financial Accounting System.
  • Managed a $300k Information Technology equipment account aligning it with command records, ensuring 100% accountability.
  • Managed Help Desk Support and Blackberry accounts for 87 users across four states in seven geographically separated military and civilian offices.
  • Managed $496K in FY09 Recruiting Squadron expenditures, earned 492 new enlistment contracts.
  • Managed $1.3M FY10 Recruiting Squadron budget, ensured account was 100% reconciled.

Confidential

Systems Administrator

  • Operated as Help Desk Team Lead providing Automated Information System (AIS) and technology support using Active Directory, Remedy, Imaging software, and Blackberry Management.
  • Managed 145 Air Force and Army client system administrators, performing quality assurance checks on over 2,100 network accounts fielding 24,000 trouble calls.
  • Prepared desktops and laptops for deployment using Ghost/Imaging Software for users including account creation, network connectivity and virus patch protection.

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