SUMMARY:

A dedicated, highly - skilled, agile service professional with sixteen years of experience in information systems who possesses excellent communication and interpersonal skills, and thrives in a team environment.

SKILL:

Operating Systems: Microsoft Windows (multiple versions), Mac OS X.

Communications: Written documentation and job aids, customer notifications.

Database Tools: Toad for Oracle 10, SQL (basic proficiency).

Hardware and software: installation and configuration on laptops and PCs, troubleshooting and repair of laptops and PCs, networking concepts, password and printer administration for multiple computing platforms and operating systems.

EXPERIENCE:

Help Desk Specialist

Confidential, Bethesda, MD

Responsibilities:

• Executed communication management support for the National Institutes of Health as a member of the Center for Information Technology’s Continuity Assurance Program.
• Proactively assessed problems prior to customer impact while supporting a 24x7 system monitoring service.
• Supported service owners and IT managers with event and problem management.
• Coordinated and facilitated conference bridges.
• Expertly handled customer requests for IT communication efforts including maintenance window date coordination and customer notifications.

Realtor

Confidential, Catonsville, MD

Responsibilities:

• Ascertained client needs for the purchase and sale of real property within the Confidential .
• Gathered comparative data, provided reports, and made recommendations on price and marketing strategy for the sale of client homes.
• Researched available inventory and offered home-buying suggestions based on client criteria.

Senior Technical Support Specialist

Confidential, Bethesda, MD

Responsibilities:

• Provided advanced support for the National Institutes of Health Enterprise Directory ( Confidential ): An integrated database system that contains the personal and work-related information of Confidential staff, and is a key component in the process of authorization for physical and logical access to Confidential resources.
• Promptly and effectively fulfilled customer requests and escalations via phone, email, and a web-based incident management system.
• Created and edited detailed technical support documentation used by the Confidential team, the broader Confidential IT Service Desk, and administrative staff.
• Wrote SQL queries and created reports to satisfy customers’ unique requirements.
• Maintained data quality using SQL and various web services.
• Performed user acceptance tests on modules within Confidential for upcoming release iterations.
• Administered Oracle passwords/accounts.

Technical Analyst

Confidential, Bethesda, MD

Responsibilities:

• Provided escalated technical support of enterprise applications used by Confidential staff.
• Created and edited articles for Confidential Service Desk IT Solutions Center knowledge tool and detailed procedural documentation for Confidential Specialty Applications team.
• Provided outstanding result rate - highest number of incidents resolved out of the NIHSA team and nearly double the average number of incident resolutions per team member.

Help Desk Analyst

Confidential, Allentown, PA

Responsibilities:

• As Hardware Liaison, facilitated the Windows 2000 migration of thousands of laptops shipped to the Merck field sales force. Generated metrics reports and performed hardware inventory control.
• As Lead Analyst, grew an inaugural team from nine to over sixty analysts on the Wyeth Pharmaceuticals account.
• Member of CAI’s Green Team, a select group of individuals specializing in leadership, motivational and team-building skills.

Editorial Assistant

Confidential, Horsham, PA

Responsibilities:

• Identified sources, conducted interviews, and authored several published articles for Public HR, a monthly magazine.
• Wrote and edited two primary sections of the magazine.
• Collaborated on launch of premiere issue.

Sales Supervisor

Confidential, King of Prussia, PA

Responsibilities:

• Developed and conducted product training for two stores.
• Coached and trained sales personnel.
• Earned certifications from company for sales expertise.
• Regularly exceeded sales goals set by managers.