PROFILE:

Energetic, extremely motivated IT and Audio Visual Professional seeking a position which complements and utilizes my advanced IT Technical Support, Audio/Visual Conferencing, Business and Customer Relations skills to assist an organization in meeting its goals.

SUMMARY OF QUALIFICATIONS & SKILLS:

• Strong analytical and decision - making skills
• Strong interpersonal and organizational skills
• Outstanding customer relations skills
• Proven ability to manage multiple tasks successfully
• Creative and detail oriented
• Flexible, with the ability to work well independently and as a member of a team
• Accomplished at using creativity in practical applications
• Bilingual - English/Spanish (semi-fluent)
• Highly accomplished at all major computer operating systems and their programs and applications. Including mobile devices: BlackBerry, iPhone and iPad.
• Dynamic, goal - oriented IT Professional who excels in a high-energy environment

AREAS OF SPECIALIZATION:

• Microsoft Windows OS (95 - Windows 7), Windows Server (2005-2008), Macintosh OS X/OS 9
• Desktop Support/Network Administration
• Hardware/Software Installation and Configuration
• Break fix
• WAN/LAN/voice-over IP
• Audio/Visual Production and Support
• Domain Administration
• Active Directory
• Symantec Endpoint Encryption (SEE)
• Guardian Edge Encryption
• PeopleSoft (Database Administration)
• Seibel Database Systems (Public Sector)
• Remedy Action Request System
• Network Server Imaging/Ghost
• Microsoft Office 2003-2010
• Citrix Networking/Server Farm
• Altiris Remote Desktop tool
• Cisco Systems (VOIP Telecommunications/VPN)
• Exchange: EAS/PKI
• IBM Lotus Notes E-mail Client

PROFESSIONAL EXPERIENCE:

Confidential, Norwell, MA

Desktop Support Technician/Network Administrator

Responsibilities:

• providing excellent customer service to thousands of federal government employees and contractors on all hardware/software and TCP/IP network related issues.
• Supporting several Veterans Health Administration (VHA) offices, departments and locations.
• Daily responsibilities include, but are not limited to: hardware/software troubleshooting, TCP/IP networking, Active Directory 2008 administration, laptop encryption using Symantec Endpoint Encryption (SEE), Citrix WAN configuration/administration, server farm analysis, Cisco VPN configuration, Big Fix, network server imaging of PC workstations and laptops, laptop and workstation deployment and provisioning, Remote HW/SW troubleshooting using various tools, office relocations/moves, PKI certificates support (import/export, etc.), Microsoft Outlook support/configuration and troubleshooting, Network Administration, Cisco client configuration (wireless, etc.), hard drive wiping, monitoring the Remedy Service Desk/ Ticketing System and transferring to other groups when appropriate. Installing and troubleshooting local/network printers and scanners. Regularly completing various other duties as necessary.

Confidential, Rosslyn, VA

Desktop Support Engineer

Responsibilities:

• Desktop Support Engineer providing at-desk, phone and email support to users of computer hardware and software, peripherals, as well as with fixed and mobile phones.
• Reported to the IT Services Manager under the Director of Operations and Engineering.
• Responsible for performing at-desk/bench analysis, diagnosis and resolution of laptop, desktop, phone and printer issues; installation, configuration, maintenance and troubleshooting PC and Mac hardware/software.
• Outlook .ost repairs/rebuilds.
• Configuring Outlook user profiles, and performing all Outlook file backups to servers for HR/legal holds purposes. Basic troubleshooting and configuration of BlackBerry, iPhone, Palm and Windows Phone handheld devices. Performed asset management duties on a regular basis using Numera’s TrackIt.

Confidential, Annandale, VA

IT Help Desk Technician

Responsibilities:

• responsible for providing support to all Faculty, Staff and Students of Confidential (all campuses) via email, phone, and electronic live chat, perform various IT related functions such as: continually checking all web portal/network performance and functionality.
• Providing front-line advice service to end-users on software and hardware related issues PC/Mac, Performing first-level diagnosis of customer issues, maintaining high first-call resolution rate.
• Opening and taking ownership of incidents and service requests using SmarterTrack Ticketing System; tracking issues until resolved.
• Escalating issues as required.
• Managing telecommunication systems accounts (Cisco Systems). LAN accounts administration in an Active Directory environment.
• Microsoft Exchange mailbox/group creation/supporting both in network, and Outlook Web Access, database administration using PeopleSoft, Server Farm analysis on an hourly basis, and reporting outages and other issues in a timely fashion.
• Apple iPhone/iPod Touch devices troubleshooting and support. Performing other technology support duties as needed.

Confidential, McLean, VA

Copyright Help Desk Technician

Responsibilities:

• Performed various IT related functions such as installation and support of hardware and software, PC setup and deployment, created work orders, tracked inventory and weekly reporting for project assistance.
• Provided front-line advice service to end-users on software and hardware related problems, performed first-level diagnosis for customer issues maintaining high first call resolution rate. Opened, tracked, and took ownership of incidents and service requests.
• Managed customer communications and set appropriate expectations, moderate database administration using Siebel, and Active Directory, performed other technology support duties as required.

Confidential, McLean, VA

Help Desk Analyst

Responsibilities:

• Created, tracked, resolved and closed trouble tickets using Remedy Action Request System.
• Researched customer issues in an effort to provide the best possible resolution.
• Proactively went about tracking customer issues (root cause analysis) to better anticipate possible trends; thereby, cutting the resolution time considerably.
• Maintaining an extremely professional, personable, can-do attitude at all times.
• Continually augmented my personal knowledge base in all areas of technology to better serve customers.

Confidential, Alexandria, VA

Production Assistant/IT Consultant

Responsibilities:

• Provided Audio Production and Redbook Mastering for national and local recording artists, some software tools
• Provided PC technical support services and IT solutions for small business clients supporting their mission-critical projects and helping them serve their clients more efficiently and effectively. Responsibilities included, but were not limited to: assisting in digital audio recording/mixing sessions; CD duplication and mastering; and setting up instruments for recording sessions.
• Clerical duties included: scheduling clients, preparing invoices, collecting payment for services rendered and accounts payable.
• IT/tech duties included: installing, configuring, upgrading, and maintaining computer hardware/software (Mac and PC) throughout each of the studios.