SUMMARY:

Help Desk Support: with over 15 years of Information Technology experience. Areas of expertise include Windows XP, Windows 7, Marcromedia Products, Remedy, Heat, Footprints, Siebel, Prism Software, VPN, Citrix Systems, SQL, Versign, Bomgard, HHMS, LanDesk, Custom Base government applications. Proven ability to use all of these skills and learn more in a Help Desk environment. Proactive, detailed oriented with an ability to manage multiple priorities, problem - solving, communication, interpersonal and teamwork skills.

PROFESSIONAL EXPERIENCE:

Confidential

IT Technical Specialist

Responsibilities:

• Provided 2nd tier end - user technical support via telephone and desktop to over 5000 staff.
• Assist and resolved complex technical issues on Microsoft Exchange, MS Office XP, Remote Access, Blackberry devices, and other internal software application.
• Conduct remote diagnostics to troubleshoot and resolve desktop application issues.
• Making sure when people work from home they have all the applications they need.
• Checking Cert. to make sure user could get on secure web base applications and deleting out old certs.
• Installing Abobe projects and Mcafee applications when users come to the shop.
• Deleting out old MPKI drives and formatting them for new users.
• Assisted users with logging on their system with LANDESK.
• Viewed Windows event log to review the applications, system and security entries.
• Unlocked deactivated PIV cards for new users and old users leaving NRC.
• Assisted users on changing pins and passwords
• Configured Windows 7 to show additional s on PIV cards.
• Tested Domain Controllers to have the ability to process many PIV logons and mapped successfully.
• Gave access to user for ADAMS and connecting groups in Sharepoint
• Working with government IT coordinators to make sure all new employees had all the equipment needed to work in their office.
• Assisting users to get information on the internet to use Microsoft Word, Microsoft Powerpoint, Microsoft Excel.
• Assisted users when necessary on these applications.

Confidential

Helpdesk Customer Service

Responsibilities:

• Worked with users setting up accounts and passwords for Confidential 'S enrollment
• Created Applications for users over the phone. When users gets ORACLE errors.
• Ran SQL statements when information did not populate in customer base applications.
• Assisted Tier III when applications had bugs.
• Assisted users when application was not running on the Confidential website.
• Used Citrix to dial into users computer for assistance.
• Made sure all reports were ran for Confidential statistics.
• Assisted and resolved all Tier II issues.
• Responsible for making sure all students were enrolled in Confidential 'S
• Worked with Admissions to create a school schedule in LABOR FORCE and resolved any issues over the phone.
• Strong customer service skills.

Confidential

Helpdesk SQL Analyst

Responsibilities:

• Created and ran SQL programming statements (delete, insert, count,select,update,create,commitroll back and drop) for the TOPS application software customer designed software for DOD personal property.
• Worked with CWA application paying invoices for government transporters
• Created records for users in TOPS application and resolving issues.
• Responsible for moving Government equipment and household goods out of temporary storage to permanent storage using TOPS application
• Assisted Military personal to create member records and resolving basic connection issues.
• Assisted Moving and Transportation companies on technical issues with invoice and Per Diem transactions
• Trained new employees and users on TOPS software when needed
• Responsible for being on call when support was needed for military installations deployments
• Installed any new fix on software when needed on TOPS application as needed
• Used Citric to dial into Military sites and fix issues with SQL created scripts.
• Provided support to end users on a variety of issues, primarily software related, including password resets, adding users and conducting medications and changes to TOPS and DPS software for personal property.
• Debunking software issues by looking at source code and d Confidential base tables for appropriate fix.
• I have excellent customer service skills dealing with difficult users in a timely manner.
• Provided PC on LAPTOPS using Windows XP and Windows 7
• Resolved complex and work around issues for PC and LapTops in a timely matter
• Five years experience troubleshooting and resolving complex PC systems issues using
• Windows XP,Windows 7, and CWA .
• Worked with and installed Norton Antivirus software.
• Supported Lotus Notes with basic issues Access Control list, delete, encrypt, compact documents in manager access.
• Reported transaction log problems in Lotus Notes to the technical team.

Confidential

Helpdesk Support

Responsibilities:

• Research, Resolve and respond to questions and problems on functional questions and issues on web based application received via telephone calls, email, or as directed by the manager.
• Provide support to government agencies regarding procurement Requisitions, Solicitations, Contracts and Delivery Orders.
• Document customer information detailed problem descriptions in a call tracking software program
• Work on special projects as directed by the manager.
• Analyze basic PRISM software and Oracle error and scripts

Confidential

Help Desk Support

Responsibilities:

• Providing VPN and software application support for Government employees
• Ping and Trace Route IP addresses
• Basic Network troubleshooting Security Hacking Issues into the Department of Confidential Website
• Assisted users in updating medical records on Citrix Servers and basic web support.
• Changed passwords on VPN, Windows NT accounts
• Created new accounts for users on Norton Antivirus and Black Ice Firewall Software.
• Assisted end - users with connectivity problems
• Evaluating the security postures of computers and networks
• Responding to network and system intrusive activity
• Analyzing network traffic and system logs to determine corrective actions
• Implementing countermeasures and operating security tools
• Performing remote maintenance of security agents, sensors, tools and systems
• Provided oral written status reports to Call Center Manager.
• Set-up email accounts on Microsoft Outlook and creating directories for different departments on Microsoft Exchange Server
• Assisting users how to logon to troubleshooting Citrix Terminal Services.
• Monitoring Dragon sensors.

Confidential

Helpdesk Support Web Support

Responsibilities:

• Provided Helpdesk Support to 35,000 travel agencies and airlines
• Provided Helpdesk Support for Travel Agencies and Major Airlines
• Assisted users on how to design basic Travel Brochures and Web Pages
• Changed passwords and pins numbers for users to be able to logon to Airline Websites
• Assisted users on how to design basic Travel Brochures and Web Pages
• Changed passwords and pin numbers for users to be able to logon to Airline Websites
• Assisted users with technical issues on GDS, APOLLO SABA, AND GALLO computer systems
• Informed users on how to fix problems with E - tickets and Airline reporting Sales report on IAR.
• Fixed and maintained end-users Internet and Email problems
• Assist in running reports in d Confidential base software

Confidential

Helpdesk Analyst/Assistant

Responsibilities:

• Computer Sales helping customers with buying and setting up computers systems
• Changed Server and Windows passwords for end - users
• Fixed and maintained end-users Internet and Email problems
• Mapped drives and dialed into host sites, gave site security managers privileges to add user and take away old users out of the system
• Assisted all military branches how to use Rapids/Deer s application
• Assisted in the creation of Military Smart Cards and Military ID cards
• Assisted end-users with connectivity problems, computer lockouts and printer s problems
• Designed web pages for end-users
• Sent out computer equipment to military bases

Confidential

Junior Graphic Artist

Responsibilities:

• Designed and Implement graphics using Flash 5
• Able to put into place project goals to create graphics, using Adobe Photoshop 6.0
• Creating Flash Animation .FLA files for the U.S. Army using Flash 5 to draw and put together animation for instructional video for the U. S Army
• Using Flash 5 action scripting to put movies on the WWW. Creating and mastering the steps to teach the U.S Army military life
• I used Adobe Photoshop to design graphics and make color correction to pictures.
• Worked with a team creating graphic storyboards
• After creation of graphic movies assisted in the Administration side o viewing and setting up meeting for personnel to review the product.

Confidential

Helpdesk Analyst

Responsibilities:

• Computer sales helping customers with buying and setting up computer systems
• Provided expedient and appropriate commands to incoming inquires regarding systems malfunctions
• Changed server and Windows passwords for end - users and helped management prepare Crystal Reports.
• Fixed and maintained end-users email accounts and Internet related problems
• Maintained complete documentation of all daily site outages, LAN outages and application alerts allowing corporate headquarters to identify high error frequency locations
• Identified possible technological glitches and offered solutions for newly installed Remedy Program
• Moved information from MS ACCESS and Oracle into reports
• Set-up new systems for employees in the company, helped assign IP addresses and trained users on basic Microsoft Products
• Assisted in helping users with basic web page design
• Helped end - users with Internet and email problems, setting up accounts and changing passwords
• Instructed users on how to use the different applications designed for the American embassies.
• Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity Set-up and testing ID addresses regarding connection failures to Department of State website
• Assisted end-users with connectivity problems, computer lockouts and printer problems
• Assisted in basic web page design.

Confidential

Helpdesk Support

Responsibilities:

• Analyzed hardware and software problems for in - house users and airline personnel domestic and international
• Assisted user how to use GUI interface when logging on airline websites plus basic troubleshooting.
• Testing modems and communication lines, downloaded information for users from the Internet
• Supported users in house on how to group together airfares and freight charges using d Confidential base software written for the Domestic and International airlines.
• Helped maintained the design of the RAPIDS Management software installations
• Installed, modified and made minor repairs to system, provided technical support and users for the systems
• Installed hardware and peripherals components such as (monitors, keyboards, printers and disk drives on user s equipment and loaded software).
• Upgraded Computer systems with Photo ID software.