PROFESSIONAL SUMMARY:

• Technologist with over 15 years of experience with various roles throughout career in IT systems support, and deployment primarily in the government arena.
• Extensive expertise in applications and systems, high level end - user desktop/network support, field deployment/rollouts and team leadership.
• Well versed in various popular COTS software including Oracle, Microsoft, iOS & Macintosh.
• Consistently recognized for exemplary initiative, dedication and dependability, going well Confidential job scope.
• Highly effective decision-maker, facilitator and communicator with a sound understanding of overall organization objectives.
• Keen ability to empower individuals, increase productivity & build cohesive teams.
• Outstanding project planning and execution skills; reputation for delivering projects on schedule and within budget.
• Readily adapt to evolving organizational and technology challenges.
• Intuitive and analytical, assessing difficult staff/system issues and developing strategies for quick resolution.
• Seasoned “go to” resource when the seemingly impossible is requested.
• Passionate about always “going the extra mile” and delivering results that exceed expectations with a recognized ability to provide exceptional above and Confidential customer service. Thrive on challenge and bring a high degree of energy, integrity and mission to any enterprise.

PROFESSIONAL EXPERIENCE:

Systems Deployment Onsite Team Lead

Confidential, Sterling, VA

Responsibilities:

• Led and assisted teams and solo trips to over fifty US missions abroad. Ensured proper post personnel were trained accordingly based on foreign affairs manuals and guidance. After site installation and configuration of equipment and related peripherals, ensured systems were functioning properly through Systems Levels Acceptance Testing procedures. Followed-through with post deployment support as well.
• Motivated staff by sharing own journey from staff to leadership, offering a vision of what their future could be and giving them a realistic “road map” of how to achieve their goals and providing positive motivation.
• Supplied comprehensive systems support by presenting, implementing and providing for the Department’s legacy systems along with upcoming new technologies. As senior staff member, spearheaded hardware, software and functionality for the visa and passport proprietary systems. Directed team of new hires and was primarily responsible for mentoring and spearheading the “train the trainer” program. Resolved numerous issues, including software bugs and broken functions/links, by ensuring effective communication and testing/re-testing with developers & software techs. Delivered project on schedule/budget with all technical objectives met.
• Took initiative to drive for the team by encouraging frequent networking sessions with both in house resources and external providers.
• Maintained & reinforced positive image of management, by calmly and professionally managing all complaints/problems. Often handled complaints due to the nature of the Department’s aging legacy software by acting as a liaison between post mission staff and the Department. Met these challenges by arranging meetings to hear full complaints and following-up with all involved parties to facilitate effective resolution. Prepared documentation for issues and forwarded through proper channels.
• Recognized formally by both the Department and PMO for being an “out of the box thinker” and “go to” resource; praised for skillfully handling difficult projects/issues while meeting targeted goals and deadlines.

Field Technician

Confidential

Responsibilities:

• Ensuring high availability with 24/7 operation of multi-user computer systems, including coordination with DOD military police, public safety officials and base security personnel, maintaining systems documentation, tuning system performance, installing system wide software patches and upgrades as needed
• Daily interaction providing end-user support as needed and evaluating daily performance of vendor products (software and hardware) ensuring contractual compliance with SLA (Service Level Agreement)

Deployment Specialist

Confidential, Reston, VA

Responsibilities:

• Built server/client-based integration/test lab environments in country before missions with Oracle backbone
• Provided help desk tech support to countries as needed
• Built /retested entire production system in when onsite in country
• Served as liaison between developers and management regarding any issues with software including change management
• Provided end user and admin maintenance to onsite personnel. This includes formal classroom with handouts and computer-based as well.
• Coordinated technical logistics and participated in security/cultural debriefing briefings with US Embassy staff via Defense Attaché’s office in host countries

Desktop Support and Specialist

Confidential, Arlington, VA

Responsibilities:

• Implemented a service desk system to include phone and email support
• Assisted with rollout of VoIP telecom system
• Acted as assistant SharePoint Administrator
• Built a relationship with all in-house and field staff eventually resulting in no help desk call being unanswered by close of business day
• Co-developed then exceeded expectations on SLA by working with the customer until we both mutually agree that the issue(s) has/have been resolved to both their satisfaction
• Conducted both scheduled and impromptu classes including brown bag lunch knowledge sessions to get staff up to par on various COTS products (including Microsoft Office) as well as ensuring their systems were secured and maintained properly
• Served as escalation point between local DC area offices and remote field offices