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Field Support Technician Resume

SUMMARY:

Confidential has over 10 years of technical experience in the areas of Information Technology Telecommunications and Office Administration. He has successfully served as a Team/Project Lead in each of his prior positions. Confidential has valuable experience with Enterprise IT solution determination, IT customer service, IT business requirements and SDLC methodology. In the role of Project Coordinator, Confidential has assisted, supported, managed and maintained responsibility for the management and delivery of IT support Confidential and office management. Confidential has a proven track record of excellent customer service; meeting the needs of the customer in a timely and efficient manner; working with project team & management to deliver outstanding integrated technical solutions.

TECHNICAL SKILLS:

Key Skills and Knowledge: Project Management, Project/Team Lead, DOS, Windows 95/98 and NT/2000, XP, Microsoft Office, Unix (Solaris), Media (CAT5) Cabling and PC Installation and Upgrading.

Project and Program Management: Project Team Lead, Project/Site Manager, Customer Service, Reporting & Documenting, Administrative/Office Skills, Microsoft Office Skills, Managing Processes, Organization, Analyzing Information, Professionalism, Problem Solving, Supply Management, Inventory Control, Verbal & Written Communication Skills

Databases: MS Access

Operating Systems: Unix, Windows (95/98, 2000, 2003, XP, Windows 7)

Office Productivity Tools: Microsoft Office (i.e., Word, Excel, Access, PowerPoint, Outlook), Visio, Project, Lotus Notes, Microsoft Lync & SharePoint

PROFESSIONAL EXPERIENCE:

Confidential

Field Support Technician

  • Installed Cox Rovi and Contour video systems, Wi - Fi and modems and networking systems and phone systems.
  • Installing, rearranging, and maintaining inside wiring.
  • Test and troubleshoot RF wiring at the pole, pedestal, telco-closet or inside the customer’s home using meters and tools.
  • Perform necessary work to connect, configure, disconnect, test, repair and maintain various types of equipment.
  • Perform diagnostic tests on integrated circuit equipment to determine trouble.
  • Climb ladders and poles; enter attics, buildings, trenches, crawl spaces, and other confined spaces to accomplish job tasks.

Confidential

End User Support Specialist

  • Supported team members in handling Tier I fielding of service calls from end users in an Automated Call Distribution system environment.
  • Used Remote Desktop to configure and troubleshoot user computer issues.
  • Operated and maintained an automated Remedy ticketing system.
  • Consulted with users to identify needs and requirements.

Confidential

Document Review Specialist

  • Review & verify medical claims to prove the level of asbestos (and asbestos-related products) exposure by the claimant.
  • Verify & analyze data used in settling claims to ensure that claims are valid and that settlements are made in accordance with established practices, procedures and settlement trusts which have already been litigated.
  • Examine claims investigated by insurance adjusters and questionable claims to determine whether to authorize payments.
  • Maintain claim files, records of settled claims and an inventory of claims requiring detailed analysis.

Confidential

IT Security Coordinator

  • Managed, implemented and supported the administrative security access process set forth by the VA to obtain resources on the VA network.
  • Created, managed, and tracked projects in Jira using Agile and Scrum boards through Sprint Reviews by Epics, Stories and Tasks.
  • Provided guidance and instruction to team members, team leads, managers and stakeholders as to the overall security access process and setting the expectation for security approval.
  • Tracked On-Boarding and Off-Boarding of ASM employees in Excel Spreadsheet.
  • Provided SharePoint Administration by entering and updating fluid data as employees pass through the security process.
  • Scheduled and facilitated meetings with project team to understand and assist with tracking all work, task and project as needed.
  • Briefed project status and metrics to project shareholders, leadership and team members.

Confidential

Project Coordinator

  • Provided administrative project support too include data mining, archiving and recording of key supporting documents required for the acquisition of military equipment.
  • Provided audit-readiness and financial reconciliation of military equipment valuation.
  • Developed business processes that will allow the client to sustain the archiving and recording of key supporting documents.
  • Assisted Project Manager with developing a comprehensive workflow process for overall project.
  • Manually entered relevant data attributes into military equipment valuation workbooks in Excel and Access and perform data extracts, data translation, and data cleanup
  • Maintained document control, database management, track project activities and team communication.
  • Collaborated with project team to understand and assist with tracking all work, task and project assignments.
  • Scheduled project follow up meetings and brief project status and metrics to project shareholders, leadership and team members.
  • Set up, installed and coordinated all aspects of conference room audiovisual equipment such as laptops, speakers, projectors, video monitors, and cables for meetings, presentations, and conferences.
  • Responsible for working with vendors and internal personnel to ensure business requirements and timelines are met.

Confidential

Desktop Support Analyst

  • Supervised Tier III/Tier IV Helpdesk Support Staff to provide timely, accurate, and professional technical and document support within the Environmental Protection Agency (EPA).
  • Responsible for all Helpdesk Support staff on all procedures, policies, documentation practices and technical troubleshooting of network, server, desktop and printer related issues.
  • Experienced working with Lotus Notes e-mail software, Microsoft Windows XP, Windows 7, and Microsoft Office Suite.
  • Used Remote Desktop to configure and troubleshoot user computer issues.
  • Responsible for all Helpdesk Support staff on all procedures, policies, documentation practices and technical troubleshooting of network, server, desktop and printer related issues.
  • Performed routine desktop maintenance; MACs (Move/Add/Change), deploy and install laptop and desktop computers, install application and software upgrades; troubleshoots desktop applications and installs peripherals.
  • Installed, configured, and maintained hardware and software including laptops, workstations, printers, peripheral devices and user application software within a large enterprise network environment.
  • Performed server upgrades, patch installations, troubleshooting, virus scans, and testing to insure high availability of systems to operate the business without interruption.
  • Used Active Directory to create, delete and management of objects (users), accounts, groups, workstations, printers, servers in their OU hierarchy
  • Created new computer accounts and join them to Directory Confidential, along with disabling user accounts, password resets and setting file/folder permission access.

Confidential

Project Manager

  • Created and managed systems and procedures for office management, recordkeeping, document control, office layout, and budgetary and personnel requirements; maintained operation of office equipment; called vendor for repairs; maintained inventory of equipment; and evaluated new equipment and technology.
  • Provided superior administrative support, customer service and a professional team environment within the Department of Commerce (DoC) Federal government agency.
  • Responsible for developing and maintaining real-time detailed project schedules in MS Project along with their corresponding tasks and dependencies for each project and briefing leadership on the status of each project.
  • Responsible for data validation, certification & submission based on customer requirements and business/technical solutions using SDLC methods.
  • Demonstrated excellent client relations; the ability to effectively communicate with people of varying levels of technical expertise and management levels in order to determine, identify and document business and IT requirements, risks and processes.

Confidential

Business Project Analyst

  • Created and managed systems and procedures for office management, recordkeeping, document control, office layout, and budgetary and personnel requirements; maintained operation of office equipment; called vendor for repairs; maintained inventory of equipment; and evaluated new equipment and technology.
  • Provided superior administrative support, customer service and a professional team environment within the Department of Security Confidential (DSS) Federal government agency.
  • Provided internal and external client service needs to include setting up conference and training rooms, video-teleconferencing and briefings, maintain project schedules and coordinating staff meetings and agenda items.
  • Coordinated, implemented and supported integrated technical solutions for IT business issues using SDLC methods.
  • Developed metrics, slides, and status reports to capture the overall progress of the project and to identify any problem areas within the project that may affect the delivery timeline.

Confidential

Project Manager

  • Created and managed systems and procedures for office management, recordkeeping, document control, office layout, and budgetary and personnel requirements; maintained operation of office equipment; called vendor for repairs; maintained inventory of equipment; and evaluated new equipment and technology.
  • Oversaw and coordinated the planning and operational aspects of ongoing projects within Confidential and served as technical liaison between the project team, line management, and the customer for solution determination of Legacy systems.
  • Responsible for developing and maintaining real-time detailed project schedules in MS Project along with their corresponding tasks and dependencies for each project.
  • Performed analysis of legacy data, data models, and advise project manager on the best way to migrate and manipulate client data.
  • Created and documented scripts/programs to facilitate the extraction, transformation and loading of legacy data.
  • Responsible for working with vendors and internal personnel to ensure business requirements and timelines are met.
  • Developed metrics, slides, and status reports to capture the overall progress of the project and to identify any problem areas within the project that may affect the delivery timeline.
  • Created and managed project schedule via a POA&M with milestones and deliverables in MS Project.
  • Evaluated project results and prepared a detailed project summary and lessons learned for future projects.

Confidential

Systems Analyst

  • Application Product Lead providing Functional Support and managing eGov software applications to Tier 1 personnel for the Transportation Security Agency (TSA).
  • Responsible for the following duties:
  • Lead product documentation initiatives, review product documentation, maintain an updated product content.
  • Created product FAQs; create, maintain, and upgrade product FAQs & contribute new content throughout the product life cycle and builds.
  • Conducted product and application testing in a secured test environment.
  • Performed and assist w/ application build testing, software patch tests, software releases, & server data migrations.
  • Managed customer issues/tickets through Peregrine and Clear Quest ticketing system using the proper process and resolution procedures.

Confidential

Senior Information Systems Analyst

  • Managed several Confidential offsite for IT/Desktop support in a Windows 2000 and XP environment along with MS Active Directory, Windows 2003, DNS, WINS and DHCP.
  • Functioned as a Network Admin working in a LAN/WAN environment maintaining local and remote servers, network infrastructure and PCs and documenting IT processes.
  • Responsible for providing Tier II/III level support to end users.
  • Responsible for working with vendors and internal personnel to ensure business requirements and timelines are met.
  • Responsible for managing and maintaining an Access database; generating specialized reports and providing general administrative support of the project.
  • Configured Cisco 7940 IP Phones, VPN & RAS connections, Video Teleconferencing, installed & configured Blackberry.

Confidential

Site Project Lead

  • Site/Project Lead for the Confidential Project, which builds, configures, and maintains unified network infrastructure to several Naval/Marine military sites nationwide.
  • Provided leadership and technical expertise to subcontractors along with managing a team of 50 individuals to fulfill various tasks of the Confidential Desktop Rollout Deployment Project.
  • Responsible for working with vendors and internal personnel to ensure business requirements and timelines are met.
  • Supervised the overall installation of the network infrastructure and developed DHCP server and IP scopes for the WAN topology.
  • Planned, monitored and scheduled project timelines and prioritized project tasks and resource requirements while providing direction and support to project team.
  • Conducted risk analysis that include threat assessments and vulnerabilities and determine appropriate safeguards.

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