SKILLS & ABILITIES:

Soft skills: Leadership, mentoring, time/task management, articulate communicator, innovative & critical thinker, empathic listener, assertive, adaptive, objective, resourceful, resilient. Hard Skills IT governance, information assurance, project management, strategic planning, data analytics, business intelligence, enterprise systems, information technology, framework application, technical support.

Technologies: Microsoft - Windows 95-10, Server 2003/2009/2012 , Office 200-365, RDP, Azure, OneDrive, Skype. HRIS- Peoplesoft, Blackboard, Deltek, Sage, Kronos. Apple - iOS X. Dell Systems - Inspiron, Latitude, PowerEdge, OptiPlex, XPS. Cisco -Catalyst, Meraki, Nexus, Anytime Connect. Sophos, Norton, Mcafee, Symantec Vault.

EXPERIENCE:

Confidential, Woodbridge VA

SubStitute Teacher

Responsibilities:

• Directly supervised students during school sponsored activities and classrooms to support a safe and positive learning environment.
• Collaborated with individual students and various group sizes to disseminate instructional learning, tutoring techniques and mentoring of students.
• Developed opportunities for experience-based learning by delivering instructional learning plans for K-12 grade levels and modeling instruction.
• Conducted student evaluations, maintained established routines and procedures sustaining a positive learning environment.
• Delivered assigned duties with optimal performance and favorable feedback.

Senior it Support specialist

Responsibilities:

• Collaboratively led and supported a cross-functional team of help desk specialist and support staff by providing insightful leadership, fostering a positive learning environment with strategic planning techniques, application of industry knowledge, developing opportunities for experience-based learning, identifying individual skills and personalities of team members thus enabling appropriate task assignments, empowerment, improvements in interdepartmental communication and increased productivity.
• Developed, managed and implemented centralized process improvements designed to achieve greater efficiency, response time, and preparation for information technology department. Regularly collaborated with stakeholders and executive management to develop broad-range technical solutions and present recommendations to technical and non-technical persons.
• Served as technical liaison between domestic and international employees, outside vendors and IT department. Successfully defined and coordinated deliverables for corporate projects and operational objectives by applying and customizing industry practices (Agile, ITIL, PMP, COSO, CIA Triad, NIST 800/1800), time-management skills, fluid communication, leveraging enterprise support services and ensuring relevant standards.
• Developed wide-ranged technical documentation for standardization and use by applying industry practices resulting in increased productivity and security awareness by 40%.
• Developed corporate processes and structured activities to streamline IT services and increase quality of service by 35%.
• Reduced department budgetary spending by 20% through strategic management, inventorying all IT assets and identifying redundancies to produce continued success of business systems and mission goals. Performed in-depth audits to drive sustainable, repeatable and quantifiable business process improvements utilizing data driven approaches.
• Facilitated IT security, technical operations and other necessary IT training to support staff and essential personnel.
• Closely followed emerging trends and latest technology offerings from multiple sources.
• Developed proposals by documenting the impact and/ or benefit to current IT infrastructure including risks, scope, requirements, and deliverables.
• Presented cases to stakeholders and executive management for approval of purchase and implementation.
• Managed IT infrastructure and activities surrounding Microsoft Enterprise environment including configuration, installations and all operational components of the network, hardware, and software applications of domestic and remote users.
• Received 10% bonus for exceptional performance.
• Managed and delivered on $350K project in collaboration with overseas IT Director through all phases of project from discovery through deployment.
• Revised the 9-month project plan to a 6-month project plan and delivered project in 5-months.
• Collaborated with stakeholders to ensure scope and delivered solutions brought value to their work.
• Identified, tracked and monitored project 24/7 and communicated project-related issues, scope changes, variances, constraints and contingences that aroused during projected implementation.
• Formulated department best practices, SOP’s, process flow charts, managed milestones and benchmarks for delivery of project.
• Ensured effective communication and relationship between employees, vendors, partners, stakeholders, and business units were well-maintained.
• Supervised vendors on key fob access control installation, broadband installation, electrical and other project hard costs.
• Assigned project tasks to vendors to complete in timely manner.
• Spear-headed server, network, Wi-Fi and computer installations resulting in deliverables 3-weels ahead of milestones.
• Mapped and configured network / data center topology in Visio.
• Directed activities around project hardware and software installations eliminating redundancies.
• Organized planned power downs and installation/upgrades.
• Ensured successful testing efforts and tracked internal and external risks.

Confidential

IT support specialist

Responsibilities:

• Promoted to on-call IT support specialist for Congress approved Presidential appointees and coinciding cabinet members.
• Regularly collaborated with appointees to develop broad-range technical solutions and presented recommendations to both technical and non-technical personnel.
• Collaboratively led and supported a cross-functional team of support staff resulting in reduction of help desk tickets by 40%.
• Managed cross-functional project teams from project inception to completion, including operational support.
• Directed activities surrounding secured and unsecured networks (NIPR, SIPR). Handled and ensured the safety and protection of government data resulting in elimination of 15% of potential risks from various security threats Supported help-desk and troubleshooting of major IT systems within PKI Windows-based environment.
• Installed, configured and maintained critical components of network, hardware, software, applications, and devices for United States Government.
• Remotely secured and continuously monitored network components using SCCM.
• Administered domain services through ARS, managed mobile security solutions with Boxtone and Blackberry Administrative Server.
• Remotely installed, repaired and maintained Windows desktop environments.
• Documented all inquiry activities in ticketing system with an 80% close-out rate. On-call rotational support to cabinet members.

Confidential, Reston, VA

IT support specialist

Responsibilities:

• Developed, managed and implemented centralized process improvements designed to achieve greater efficiency, response time, and preparation for information technology department. Trained and collaborated with other departments to promote relationships of trusts and respect ensuring success of newly developed IT processes.
• Supported process design, implementation and quality control monitoring to identify improvement opportunities, implement solutions, and measure impact of services provided by IT department.
• Performed in-depth audits to drive sustainable, repeatable and quantifiable business process improvements utilizing data driven approaches.
• Improved service level performances and critical non-conformances through internal auditing of organizational policies, procedures and systems.
• Audited existing information systems to develop standards of operation for existing and projected business needs improving overall IT functionality by 40%.
• Developed and implemented technical guidance manuals to support business continuity and streamline IT processes.
• Administered all system and network services within Microsoft enterprise environment and correlating system applications.
• Remotely installed, repaired and maintained Windows desktop environments.
• Received bonuses for high-performance ratings and directing corporate projects.
• Managed project in collaboration with IT Director through all phases of project from discovery through deployment.
• Collaborated with stakeholders to ensure delivered solutions brought value to their work.
• Responsible for providing product deliverables in a 14-day project plan, minimizing service-disruptions during relocation of physical equipment, between installations and providing around the clock technical support during and after normal business hours.
• Spear-headed server, network and computer installations resulting in minimal service disruptions totaling to 6-hours at 1-2 hour increments.
• Directed activities around project hardware and software installations eliminating redundancies.
• Organized planned power down of data center, security system and installation/upgrades.
• Worked closely with other administrators to successfully coordinate testing efforts and tracked internal and external risks.
• Reformulated department best practices, reorganized process flows, managed milestones and timeline for timely delivery of project.

Confidential

Help desk customer support

Responsibilities:

• Researched and resolved customer issues and inquires daily.
• Escalated issue to appropriate support tier when necessary and followed up on escalated issues within timely manner.
• Communicated thoroughly with customers and support staff enabling information exchange and efficient process management.
• Documented all inquiry activities in ticketing system.
• Provided highly-skilled professional email responses increasing customer satisfaction by 55%.
• Handled 100+ daily inbound calling clients and different systems simultaneously.
• Provided superior customer service and highest ratings in customer satisfaction.
• Ranked as top-tier support specialist.