PROFILE

• Experience with DOS Microsoft Windows 3.1 - 7 all Microsoft Office products Linux Unix iOS
• Knowledge of PC setup and installation computer peripherals data entry file maintenance and networking
• Experienced in Management Operations training Customer service High Volume Call support
• Fast learner with quick integration into any environment

EMPLOYMENT

Confidential

Document Management Specialist / Computer Operator III

• Responsible for converting Personnel Security Files to digital format for storage in newly implemented Security Database system for all East Coast and Central DCMA employees.
• Responsible for proper updating and indexing of Digitized Personnel Security Files to Personnel Security Database.

Confidential

IT SUPPORT ANALYST II

• Primary Desktop support analyst. Maintains technical knowledge of all personal computer hardware software and networks. Performs and/or coordinates all PC related installations replacements rebuilds/upgrades of all desktops bank-wide.
• Serves as secondary ZEN zero effort network administrator. Maintains a good working knowledge of ZEN i.e. Desktop Policy Admin NAL application setup and deployment and imaging of PC s including snapshot of applications .
• Primary second tier Help Desk customer service and technical support. Answers logs and monitors IT support calls on a daily basis. Troubleshoots and resolves most technical issues. Coordinates desktop support calls with IT Support Analyst I. Contacts third party technical support for appropriate assistance as needed. i.e. hardware vendor software vendor phone vendor etc.
• Secondary administrator of Novell and Microsoft host system security including all e-Directory/Active Directory administration of user accounts as needed or required. Performs user access M/A/C for all listed systems. Reports all inconsistencies or issues to LAN Administrator or IT Systems Supervisor for follow up and resolution.
• Secondary third party application specialist for Bank wide global applications. i.e. Teller/Platform ODIN Host Communications BARR COWWW Budget Manager EasyLender etc. Maintains knowledge of all department specific applications for general support.
• Assists in the maintenance and organization of IT Department documentation including all manuals installation procedures setup procedures policies and other related shared information including Disaster Recovery and Risk Assessment documentation
• Secondary responsible for bank-wide updates of antivirus software Microsoft operating system critical updates Novell client software updates GroupWise client software updates operating system service packs etc

Confidential

Sr. Desktop Technician

• Provide support for both Local and Remote Users with a wide variety of computer/IT related issues dealing with both NWC and personal computer assets and peripherals. Supported an average of 1 500 end-users.
• Within Active Directory conducted account creation administration of privileges and group membership and maintenance for user accounts in support of Global War Games matriculating Student Faculty and Staff members
• Provided hardware support for Dell desktops and laptops running Windows XP and Vista. Also supported Mac.
• Learn and assist other IRD Division members on any new software being used by the IRD
• Provided First Class Support for PAJE group Assisted in Room setup computer configuration cabling and networking as well as weekend and after hours support for PAJE Team Members
• First line of defense for all User issues in person via phone or email
• Provide Field Tech support within close proximity to IRD office when needed
• Input and distribute tickets to other IRD departments when resolution cannot be provided by IRD Customer Support Division. Utilized Bridgetrack and Remedy ticketing systems.
• Research issues and write up SOP s for resolution and user guidance
• Isolated NWC wide CAC / Outlook Digital Certificate problem providing simple workarounds and resolutions
• Lead Point of Contact within IRD Customer Service Division for MAC Webmail and Portal related issues

Confidential

Customer Service Rep I / On-Site Customer Support

• Responsible for effectively and efficiently assisting customers with questions or issues regarding their accounts using specialized computer systems for tracking information gathering and/or troubleshooting.
• Responsible for installing and supporting new and existing personal Dell hardware and proprietary bank software. Provide On-Site support for end users ensuring minimal downtime by utilizing local and remote assets. Perform routine preventative maintenance data collection database updates and data security.

Confidential

Senior Airman

• Operate and maintain Ground Telecommunications Facility GTF in the Consolidated Remote Operations Facility Airborne CROFA
• Provide secure communications and data transfer between multiple U-2 mission platforms and a wide array of users located both locally and remote.
• Coordinate use and maintenance of data link and communication circuits to remote field sites.
• Monitor systems for malfunctions during operation missions to minimize system downtime.
• Troubleshoot and repair CROFA systems including start-of-the-art computer systems.
• Perform pre-mission testing mission performance monitoring and post-mission archival duties.
• Serve as a central point of contact for system malfunctions and outages both locally and remote as well as issues dealing with maintenance testing and configurations changes at remote locations.
• Supervise support personnel