SUMMARY:

• An intelligent and determined problem - solver who enjoys uncovering issues and providing solutions.
• Effective user of written, oral, and creative communications.
• Able to communicate technology subjects with non-technology persons.
• Highly organized with a history of creating, improving, and implementing administrative systems.
• History of leadership in management positions; can comprehend and communicate "the big picture."
• Experienced trainer in multiple business environments and topics, especially end-user technology.
• Long history of practicing and managing others in quality customer service and customer interactions.

TECHNICAL SKILLS:

• DI Desktop Support Technician diagnosing and repairing every Confidential computer released betweenplus most models released since. minor repairs and upgrades of Windows based PCs. configuring and supporting business- class DSL routers and VoIP devices. audio equipment.
• JAMF Casper Suite
• ServiceNow for Service Management
• ManageEngine ServiceDesk Plus for help desk tickets.
• Dell KACE for issue tracking
• People-soft Global CRM for customer, product, and issue tracking
• BMC Remedy Action Request System for issue tracking
• Broadsoft Roadworks VoIP.
• Digital Dining Restaurant POS and Inventory System.
• Extensive Microsoft Office experience with formal training in Access Relational Database.
• Experienced in Adobe CS Photoshop, Acrobat, InDesign, and Illustrator.
• Highly proficient in Confidential Pages, Numbers, Keynote, Aperture, and iMovie.
• Intuit Quickbooks and Quickbooks online.

PROFESSIONAL EXPERIENCE:

Help Desk and Technical Support Specialist

Confidential, Oakton, VA

Responsibilities:

• Provided technical support for school owned Confidential hardware and software.
• Extensively used JAMF Casper enterprise management suite for Confidential products on a daily basis.
• Participated in upgrade of all student, faculty, and staff Macs (over 1,000 devices).
• Participated in deployment of several hundred iPads using DEP and JAMF JSS Server.
• Created and presented Keynote presentation introducing Mac Book Airs to students and parents.
• Tested compatibility and performance of campus security alert system software and authored end-user instructions on it's use.

Technical Support Specialist

Confidential, Washington, DC

Responsibilities:

• Provided technical support for Society owned Confidential hardware and software products across all divisions.
• Used JAMF Casper enterprise management suite for Confidential products on a daily basis.
• Deployed new and repurposed Confidential computers using Casper Imaging.
• Provided remote support using Confidential Remote Desktop, Casper Remote, and/or Bomgar Remote.
• Participated in ServiceNow roll-out and recognized by management as a power user.
• Exclusively chosen for "embedded technician" project in the National Geographic Studios (NG Studios) division.
• Identified the unique service, hardware, and budgetary needs of NG Studios versus other divisions in the organization.
• Proposed and helped implement new policies and practices in order to better meet the needs of NG Studios division. Included money-saving measures to repurpose or upgrade existing Confidential hardware.
• Identified and questioned hardware redundancies in the NG Studios division, leading to policy changes.
• Position was originally contracted for three months and was extended four times to a total of 11 months.

Confidential, Fairfax, VA

Responsibilities:

• Provided customer-facing support and education for all Confidential hardware and software products.
• Regularly received high customer ratings via Confidential 's customer feedback system.
• Recognized by management for handling high-pressure customer-facing scenarios without flinching.
• Acknowledged by peers for maintaining procedural and technical standards set by Confidential corporate.
• Took pride in finding correct diagnoses and solutions to unusual and repeat issues.
• Invited to Confidential Corporate to participate in Quality Assurance and User Acceptance Testing.

Training Manager / Network Operations Center Technician

Confidential, McLean, VA

Responsibilities:

• Provided second-tier telephone technical support for commercial and consumer broadband.
• Showed initiative and leadership by taking a lead role in second-tier support and training for company's new consumer VoIP product; subsequently promoted to training manager of data and VoIP technicians.
• Authored support and end-user installation and usage instructions for consumer VoIP product.
• Provided training for international call center in Winnipeg Canada.

Sales Analyst and Sales Force Technical Liaison

Confidential, McLean, VA

Responsibilities:

• Increased efficiency and accuracy in reporting of territorial and regional sales.
• Improved organization and established procedures for special-pricing, new account set-up, account maintenance, dealer locator database, and co-operative and discretionary advertising budgets.
• Trained and supported members of world-wide sales-force on use of laptops and software.
• Given "Techno Award" by the sales-force in appreciation of IT support (only time award ever presented).
• Acted as de facto tech support for CEO and executive office with full administrative access.

Promotions and Marketing Manager / Front of House Manager

Confidential, Manassas, VA

Responsibilities:

• Created press releases, email marketing, advertisements, and promotional materials with two flyer designs featured in "Nightclub and Bar" magazine.
• Touched up photos and designed entire layout.
• Supported restaurant's POS System, Windows PCs, LAN, public and private Wi-Fi networks.
• Installed and maintained professional audio-video systems including the DJ booth, dance floor, intelligent DMX lighting system, and a multiple satellite TV system.
• Managed restaurant front of house, assisted in hiring and training of restaurant staff.
• Acted as lead disc jockey. Found, booked, and organized other DJs and live music performances.

Owner, Performer, and Promoter

Confidential

Responsibilities:

• Has acted as sole-proprietor of disc-jockey business concurrently with all of the above work experience.
• Provides personalized service for private clients and meets business clients' goals.
• Requires quick thinking and strong organizational, public speaking, and public presentation skills.