SUMMARY:

Accomplished, forward - thinking, and goal-oriented service support analyst and leader with repeated success leading high-impact service operations supporting business solutions. Talent for providing comprehensive troubleshooting techniques focused on advancing technical capacity and optimization. Transformational leader with the ability to drive technical performance across domestic and international teams. Collaborative communicator capable of cultivating solid relationships with partners and build consensus across multiple organizational levels focused on the achievement of operational excellence.

AREAS OF EXPERTISE:

• System Performance & Optimization
• Root-Cause Analysis & Resolution
• Leadership & Development
• System Administration
• Relationship Management
• Training & Facilitation
• Strategic Analysis & Planning
• Helpdesk Operations
• Resource Coordination

TECHNICAL PROFICIENCY:

Platforms: Windows Server /Windows 7/10 / Mobile Devices/ Mac iOS & Android

Tools: MS Office Suite, Office 365, VMware vSphere 5+, VMware Workstation, MS Skype for Business, Adobe Acrobat Pro, Active Directory, Interwoven Desksite/FileSite, WinVNC, SMS, Accuroute, Tandberg MXP, Lotus Notes, Altiris, Exchange, SCCM, IBM CommonStore, Track it, Remedy, CA Call Center, HEAT,ServiceNow, Tandberg Management Suite, FileSite, Carpe Diem, Case Track, Remedy, Managesoft, Cisco AnywhereVPN, Bomgar remote support, Blackberry Enterprise Server admin, Cisco IP Phone Administration, Litera Change Pro, Filesurf, iManage, FileSite, DeskSite, Interaction, iPass, iScrub, EAS, Visual Studio, WebEx, USPTO, OneDrive

Hardware: Lenovo, Dell, Sony, HP,Mac. Asset tracking scanning devices

CAREER EXPERIENCE:

L3 Applications Analyst/Global Coordinator

Confidential, Washington, DC

Responsibilities:

• Administer various systems and applications including Office 365, Adobe, and Service Now. Prioritize and delegate tasks across local and global IT teams.
• Perform troubleshooting to identify and resolve issues within document management systems including Carpe Diem, iManage, FileSite, DeskSite, and Outlook.
• Draft and disseminate critical documents to support staff training initiatives. Install,configure, update and train firm applications into existing infrastructure.
• Coordinate service for offices spanning North America, Asia, Europe, Africa, Middle East, and Australia.
• Oversee the management of ServiceNow tickets, Adobe Applications administration console, Office 365 admin, and Carpe Diem administration.
• Offered an extended assignment after proving ability to effectively support the administration of L3 application issues during the testing and migration of Windows 10 leading to more responsibilities with global reach.
• Saved the organization substantial contractor fees by performing above my assigned duties which negated the need for a second contractor to be hired as planned.
• White glove Executive Support of lawfirm Partners was required in this role.

Executive Support Tech

Confidential

Responsibilities:

• Managed the establishment and set up of devices for clients.
• Provided technical support and expertise across all local and visiting executives within the DC office.
• Prepared and set up Dell laptops, desktop PCs for employees and contractors.
• Spearheaded transition to new corporate office in DC encompassing the migration from Windows 7 Enterprise to Windows 10 Pro and transfer to a new domain.
• Launched ServiceNow CRM implementation and trained employees on its use for self service.
• This was a rare opportunity that I accepted where the resident IT Confidential employee was out on cancer recovery leave.
• White glove Executive Support was required in this role

Senior IT Information Systems Analyst

Confidential, Washington, DC

Responsibilities:

• Served as a strategic partner to the executive leadership team in the administration, evaluation, and implementation of key business solutions.
• Developed and deployed VMware virtual machines and servers.
• Analyzed processing systems to identify gaps and areas of risk. Managed system updates across a diverse portfolio of servers, workstations, and IT hardware/software.
• Provide client consultation as a Subject Matter Expert (SME) in the root-cause diagnosis of application, software, computing platforms, and programming issues.
• Engaged clients to assess needs and gather requirements. Facilitated client education on products and services ensuring optimal utilization.
• Trained staff on troubleshooting and resolution techniques.
• Championed drafting of technical documents for junior technical DSS staff and level one helpdesk technicians.
• Key contributor in enhancing customer experiences and client communication.
• White glove Executive Support was critical in this role as well as being able to travel to secret contingency sites.

Desktop Support Lead

Confidential, Alexandria, VA

Responsibilities:

• Led troubleshooting, configuration, and remediation efforts across web-based applications supporting 1.5K Special Agents, government attorneys, inventory teams, and administrative staff. Managed the functionality of Blackberry/Secure ID applications.
• Administered a variety of systems including software, printers, drivers, browsers, desktops, .pst files, and Outlook.
• Upgraded HP leases and performed data migrations.
• Performed remote functions. Installed and uninstalled software.
• Served as the primary support lead for VP software and hardware issues.
• Consistently delivered project and remedies in a timely manner.
• Proactively owned complex troubleshooting functions including data recovery, web-based application, and Outlook PST issues.

Senior Technical Analyst

Confidential, Washington, DC

Responsibilities:

• Provided comprehensive and strategic technical support and analysis for an office of 12 executives and staff.
• Conducted troubleshooting and administration of Office 2007/2003, VPN, Windows XP, SMS, and WebEx systems.
• Liaised with service providers and engineers to manage office solutions. Performed user data backup functions and generated weekly reports.
• Coordinated guest laptop access and video conferencing.
• Oversaw the configuration of Xerox and HP printers, PDAs, and proprietary applications.
• Chaired the PC Refresh program servicing 9K PCs in the upgrading of Windows 2K machines to WinXP. Served as the Remedy East Ticket Coordinator accountable for the performance of field technicians but often would serve coordinating issues coast to coast.
• Enhanced technical capacity and performance through continuous recommendation of hardware/software, training of junior helpdesk technicians.
• Optimized ticket profiling by ensuring quality delivery of trouble ticket and helpdesk functions.