SUMMARY:

Information Technology professional with extensive site support and customer service experience. I am very responsible, accurate and punctual, with strong technical, analytical, and problem solving skills.

EXPERIENCE:

Confidential

Responsibilities:

• Returning to work after four year family hiatus.

Confidential

Help Desk Support Engineer

Responsibilities:

• Provided roving IT help desk and after hour support for Airport Authority Police, EMS, Fire Station personnel and Airport system areas located at National DCA and Dulles Airport IAD.
• Used software such as Service Desk, Remedy, SCCM console manager, System Center 2012 R2, Symantec endpoint, McAfee ePO, Citrix Client, VPN, and Remote Desktop remote clients for customer support.
• Provided hardware and software support for systems, including Police mobile evidence gathering units in police cruisers, firehouse EMS call reporting systems, and IT assistance for Air Support Control Towers personnel.
• Excellent understanding and working knowledge of Active Directory, DNS, Windows 10, 7, XP/Pro, Mac OS’s, Microsoft Office, Confidential VOIP Call Manager, closed circuit video and Creston AV systems.
• Past operational driver clearance - VCIN MBI - VA State Police for Airport Operation Area and Fire/Police station tarmac restricted areas to respond to IT support requests.

Confidential

Sales Consultant

Responsibilities:

• Partnered solutions provider and sales affiliate
• Gather initial system requirements from potential customers, build sales deck templates and work with partners to provide mixed cloud solution choices with proven values.
• Campus new sales areas and ensure all proper s and has been completed for sales personnel.

Confidential

Help Desk Support Specialist

Responsibilities:

• Captured and responded to a wide variety of hardware and software issues within a high paced Windows 7 enterprise service desk environment.
• Responded to daily incoming help desk support issues, addressed work orders for incidents, travelled to remote sites to provide bank examiner support at Freddie Mac/Fannie May conservators setup Bloomberg terminals for Confidential support and assisted with all MAC equipment support for agency.
• Setup video and audio conference podium sessions for executive level government personnel using Audia Crestron HD Digital Media Distribution System.
• Manage Confidential Call Manager devices, setup and troubleshoot Unity voicemail, and Confidential .

Confidential

Help Desk Support Specialist

Responsibilities:

• Operated, maintain and manage Tier 3 helpdesk in headquarters senior executive environment and provided daily network, VOIP phone system and desktop PC support.
• Provided site ePO support and responsible for McAfee ePO workstation security, including system audits, recovery management, patch deployment, and security quarantines.
• Applied custom Outlook mailbox optimizations and installed COM add-in to email accounts for Confidential Unity phone voicemail Confidential capabilities.
• Setup and managed Confidential 7945 and 7975 phones, and secured trunk PolyCom bridge conference calls for executive employees.

Confidential

Business System Analyst

Responsibilities:

• Provided IT assistance to DC law office in multifaceted position supporting Accounting managers.
• Supported IBM iSeries server with RPG programming and SQL reporting system support for 35 legal coding employees.
• Operated and maintained a mixed network environment running Windows Server and workstations with TN3270 IBM iSeries Server connections provided to attorney coding desktops.
• Assisted with financial and performance evaluation reports for C-Level, law firm attorneys and partners, using IBM RPG, SQL reporting with XAMPP Apache.
• Proposed and implemented new web based billing system for law firm and programmed payroll reporting screens using RPG code for IBM iSeries server.

Confidential

Information System Specialist

Responsibilities:

• Served as Information System Specialist and provided Windows, Mac, Office, and specialized technical support services for Katrina Coast Guard emergency responder site personnel.
• Created SOP documentation for response help desks in Virginia and Louisiana and created standard catalogued desktop images with updated software inventory procedures.
• Installed, operated, and maintained a mixed network environment running Apple OSX server, with mac and windows Dell laptops.
• Assisted in the build of an emergency response vehicle, including satellite dish install, Confidential VOIP install and running cables for new data circuit installation to be used in emergency RV build.

Confidential

Computer Support Specialist

Responsibilities:

• Supported Novell and Microsoft OS software packages in a help desk environment and worked with various upgrade install teams in multiple States for Confidential agencies upgrading server systems.
• Resolved daily end user system and site issues, installed security fixes and performed general troubleshooting.
• Performed patch management for IBM AS400, RPG line coding, brick wiring diagram installations and created new demarc punch-downs for new building stand ups.
• Performed deployments of Windows operating systems using disk cloning, imaging, and parallel desktops.
• Created multiple IT installation procedures for Confidential helpdesk and acted as site IT lead at Park Office Center location.