PROFILE:

I have seven years of experience in Information Technology and Data Administration for a private corporation and government agencies whereas, I obtained a Confidential Public Trust and a Security Clearance. Even though my expertise consist of running and manipulating reports primarily utilizing the Microsoft Office programs, I was able to expand my horizons from Information Technology to handling federal travel documents via the Federal Financial Management System and Confidential program.

TECHNICAL EXPERIENCE:

• Microsoft Windows 7
• Active Directory (basic administration)
• Microsoft Windows XP
• Crystal Reports
• Microsoft Windows Vista
• Adobe Acrobat Standard & Reader
• Windows Server 2003
• WebEx
• Lotus Notes
• PGP Encryption
• Blackberry OS
• GoToMeeting
• Apple iOS
• Symantec Corporate Antivirus
• Android OS
• Remote Desktop
• D.A.R.T.
• Altiris Help Desk Solutions
• Microsoft Office Suite 2010
• ASI iMIS Software
• Microsoft Internet Explorer
• Federal Financial Management System
• Microsoft Project Standard
• FedTraveler
• Microsoft Office FrontPage
• BMC Remedy User
• Microsoft SQL Administration

WORK EXPERIENCE:

Confidential

Responsibilities:

• Monitored the Confidential HQ Budget e - mail for various documents to print and furnish to the Confidential Funding Official.
• Created, updated, and completed Obligations via the Federal Financial Management System (FFMS).
• Responsible for furnishing the Confidential Approving Official with completed Receiving Tickets
• Contacted and informed the CO and/or the COTR, via e-mail, when their Receiving Ticket(s) have been funded and approved.
• Conversed with the Confidential Funding Official pertaining to various documents that required immediate updates.
• Worked with Confidential personnel to assist with the goal for getting the outstanding invoices completed.
• Met with the Financial Management Support team to discuss what we have done and what needs to be done to ensure Confidential FMD is completing and staying up to date with assigned responsibilities.

Confidential

Help Desk Specialist

Responsibilities:

• Supported a variety of different security machines at several airports nationwide
• Responsible for verifying Confidential & Confidential user credentials
• Notify Confidential when x-ray devices were disconnected from network
• Receive, process, create, and assign tickets into Altiris Help Desk Solutions & BMC Remedy User for helpdesk inquiries received via phone or email
• Responsible for sending the DHS / Confidential point of contact the procedures to troubleshoot problems
• Grant access and unlock user profile, per request, within Confidential and Federal Financial Management System (FFMS)
• Assist travelers with creating and completing their Travel Authorization and Expense Report within FedTraveler
• Responsible for maintaining company s standard operating procedures to ensure that the Service Level Agreements (SLA) are being met

Confidential

Computer Installation Technician

Responsibilities:

• Configure and install workstations, along with the peripheral equipment needed to ensure that the end users have the ability to fulfill the assigned business responsibility
• Conduct a 1.5 hour technical orientation for all new Confidential employees four days a week
• Conduct and maintain hardware inventory of all equipment used for the orientation
• Run a custom script on all laptops/desktops, prior to the employee receiving the assigned equipment
• Identify, troubleshoot, and resolve hardware, software, and network related issues the end - users face on a daily basis
• Utilize a Desktop Asset Report & Tracking Systems (DART) to record problems, actions taken, and installation activities
• Install SQL Developer software on users pc per request
• Perform routine desktop support remotely or in-person
• Execute Backups and Restores per request for various types of end users

Confidential

Technical Support

Responsibilities:

• Served as the liaison to the system administrator for all technical issues at National Headquarters
• Performed desktop support to headquarters staff and phone support to remote members daily to successfully solve all levels of problems
• Utilized Active Directory to unlock user accounts, change/disable/enable user passwords in a timely manner
• Routinely assist the remote vendors and contractors with onsite technical issues
• Responsible for coordinating and communicating all scheduled server maintenance
• Set up LCD Projectors and laptop(s) for all project status meetings
• Modify custom reports using FoxPro Query and Crystal Reports for Executive Director
• Modify tables with SQL Databases using Enterprise Manager for Executive Director
• Occasionally revise and update website content to allow members to successfully register and process payment transactions
• Train co - workers on the use of the proprietary database application
• Maintain the Headquarters trouble ticket binder
• Assigned with the most complex customer service issues as a result of outstanding ability to promptly resolve concerns and satisfy customers
• Assisted the Sorority s National Board and Regional Officers with regional level and national level concerns
• Provide skillful phone support to over 30 members on daily basis
• Respond to ample amount of emails daily to assist members with a mixture of account dilemmas
• Served as department liaison at annual Technology Task Force Committee meetings
• Assist with updating the Standard Operating Procedures (SOP) book by creating instructions/ procedures required to complete various tasks
• Update members general information, per customer request, received via mail, email, and fax
• Travel to seven Regional Conferences or one National Convention annually
• Assist in install, setup and configuration of all conference and convention center laptops including cyber caf
• Provided quality assurance reports on member s credentials to Credentials Committee
• Troubleshoot network/local printer issues; also supported network and local badge printers
• Provide customer service support to 12,000 members and all Special Adjustment related issues