TECHNICAL SKILLS

Experience ardware: Polycom phone systems (VVX 410 & Trio 8800), Cisco Routers, Cisco ASA Firewalls, UPS (SurgeX, Leviton and Emerson), and Dell PowerEdge (R620) servers

Operating Systems Microsoft Windows XP/Vista/7/10, Mac OS X, Microsoft Server 2003/2008/2012, Linux (CentOS, Ubuntu, Fedora Core 1 - 8 and Red Hat Enterprise 3&4), and Unix (Solaris 8-10 and FreeBSD 4.10-5.3)

Applications: Zendesk, SugarCRM, Zoom, Skype for Business, Microsoft Office 2007/2010 Suite (Access, Excel, Outlook, PowerPoint, and Word), Active Directory, Atlassian Jira, Veritas Backup, ProcommPlus, Enterasys Dragon (IDS), Putty, and SQL Server 2005/2008/2012

PROFESSIONAL EXPERIENCE

Confidential, Washington, DC

Helpdesk Support/System Administrator

Responsibilities:

• Oversee and administer Confidential ’s systems, servers, and networks
• Operationally support teh operating systems (Windows XP, 7, 8, and 10 & Mac OS X) application software in client-server environment including related hardware (routers, switches and connectivity services across Confidential 's local and wide area network)
• Ensure teh maximum availability of service and network resources to internal and external members
• Maintains a summarized report and inventory of teh current servers, firewalls, routers, switches, and personal computers. Maintains thorough documentation of network upgrades to ensure continued system integrity
• Enter, monitor, and update halp desk tickets in teh call tracking system (Axosoft and Zendesk) to track progress and resolution of customer issues
• Perform user account administration support services (including account creation, management, and password resets in Active Directory)
• Provides multimedia meeting support as necessary to assist teh Audio/Visual Support personnel, including teh support of projectors and video & teleconference systems (Zoom, Skype for Business, Adobe Connect, and GoToMeeting)
• Conduct all tasks related to teh operation, servicing, trouble shooting, and account administration of Active Directory and Exchange (2007 and 2010)
• Provide technical support, problem solving, training and education services to end-users on a variety of hardware and software issues
• Develop training documentation, course outline, course learning objectives, scenarios, presentation slides, and frequently asked questions (FAQs)
• Procure hardware and software solutions to ensure teh organization’s staff can efficiently perform support to over 6,000 organizations/members
• Manage support team and worked closely with consulting vendors on a number of various projects in order to provide smooth transitions to new software/hardware platforms (ie. Polycom phone migration, implementation of new Microsoft Suites and server migrations)

Confidential, Vienna, VA

Account Executive

Responsibilities:

• Conduct telephone and in-person interviews for IT professionals in teh DC Metropolitan area in order to assess candidate experience and skills to job requirements
• Skillsets include: Network Administrators/Engineers, System Administrators, Web Developers, Application Programmers, Desktop Support Technicians, Helpdesk Specialists and Project/Program Managers
• Educate consultants with market trends, specific position's objectives, requirements and reporting relationships
• Attend local IT organization events, such as: AITP, HDI and AIMCP
• Sourcing resumes (job boards, internal database, LinkedIn, Boolean, referrals) - resume mining from key job boards or professional associations, referrals, creation of job board postings and advertisements
• Develop candidate summaries and presenting/selling candidate resumes to hiring managers
• Consult with hiring managers about budget constraints, salary parity issues and teh overall employment market as it affects our consultants
• Conducts candidate reference checks. Uses candidate reference checks to develop additional business opportunities

Confidential, Fairfax, VA

Technical Support Analyst

Responsibilities:

• Provide tier 1 & 2 phone and e-mail support to various collection agencies throughout teh U.S.
• Troubleshoot and recreate clients’ software related issues in a Linux/Unix command-line environment (CentOS, Solaris, RHEL and Fedora Core platforms)
• Configure and install servers; System software applications
• Execute installations and upgrades of hardware (UPS, terminal equipment, RAM & Hard drives) and software (SQL & Veritas)
• Interact directly with QA Department/Programmers to recreate customer issues in order to resolve software bugs and update customers of teh progress in teh Software Development Life Cycle (SDLC)
• Active Directory users and groups management
• Report and document programming issues to teh programming department for resolution using Sugar CRM ticketing system and Atlassian Jira bug tracking software
• Implement new bug fixes after Product Modification Requests on teh customers’ “live” production servers without disturbing teh sensitive debtor information
• Responsibility includes reporting on incidents, monitoring network for security intrusions using Enterasys Dragon (IDS)
• Assist clients with Server 2000/2003 configurations that would be optimal with Titanium platform offered by CRS Software. (ie. TCP/IP selection, IIS configuration, security standards and Veritas configuration techniques)
• Conduct presentations and client training both remotely, on-site and during annual industry conference
• Write technical articles on latest software trends and technologies for teh company’s quarterly newsletter
• Diagnose system software, networking issues and implement security updates on clients’ systems
• Perform remote disaster recovery for clients’ data using Veritas Backup system
• Write and execute Access and SQL database queries on clients’ databases
• Analyze and resolve Access (2003/2007) and SQL (2005) database related issues, such as, accounts receivable and billing issues

Confidential, McLean, VA

Systems Support Technician

Responsibilities:

• Respond to Tier 1 phone and e-mail support of server/network outages for over 1,000 servers
• Hardware experience includes: Sun and HP Servers; HP Storage Devices
• OS/Applications include: Windows Server 2000/2003 Server; Fedora Core versions 1 through 8; FreeBSD 4.10 through 5.3; CentOS 4.4; Symantec Anti-Virus; Plesk, cPanel and Ensim control panels
• Perform traceroutes, executed ping tests and other preliminary networking assessments for Senior Network Technicians to review