OBJECTIVE:

A desire to be part of an organization where my experiences would add value in any capacity to the organization’s goals and objectives.

SUMMARY:

• Experience in supporting and troubleshooting hardware, software and networking issues coupled with an ability to deliver exemplary customer service with genuine commitment to quality and customer satisfaction.
• Performance driven individual with outstanding communication and interpersonal skills coupled with a desire for potential recognition as the “go - to-person” for immediate resolution to technical issues.
• Organized, detail oriented take-charge individual with exceptional follow-through abilities and able to plan and oversee projects from conception to successful conclusions.

AREAS OF STRENGTH:

• Technical Support
• Organized Self-Starter
• Team Player
• Interpersonal Skills Flexibility
• Strategic Thinking
• Contract Negotiations, Inventory Management

TECHNICAL SKILLS:

Knowledge/Skills: Windows Active Directory, Cisco Routers/Switches, LAN/WAN Administration, Windows XP/Vista/Windows 7, Legacy Windows Platforms (Windows 95/98/NT/2000/), AS/400, RUMBA Terminal Emulator, Citrix and Novell Netware Environments.

PROFESSIONAL EXPERIENCE:

Confidential

Responsibilities:

• Managed the day to day technical operations of the company; Procured and maintained support services for computer based hardware and software.
• Configured computer hardware/software and peripherals and network installation and maintained service contracts
• Successful implementation of inventory and logistics management initiatives to ensure on-time delivery of goods and services to our clients.
• Managed and implemented a basic computer training program as part of community responsibility by organizing computer trainings for selected high school students within the community in basic software/hardware installation/configuration including Microsoft Office applications.
• Co-ordinated with community leaders on community development programs through capacity building initiatives.

Confidential, Annapolis, MD

Computer Network Specialist

Responsibilities:

• I was responsible for, and successfully provided computer related support.
• As per Organizational Standard office Procedure, I configured network software/hardware; prepared and inventoried technical/user documentations for software and hardware; diagnosed network software and hardware problems and made repairs and adjustments and escalated to supervisor where required
• Performed maintenance and troubleshooting of laptops, desktops, printers, PDAs, Scanners, etc.
• Coordinated the repairs and maintenance of office printers and computing equipment with outside vendors, Supported a variety of operating systems, software, email and Internet protocols, Performed hardware and software asset tracking and inventory management
• Provided on-site technical support at special events, e.g., seminars, conferences, etc.
• Oversaw and troubleshot video conference and telecommunications systems in coordination with regional technical resources,; maintained users’ network privileges, trained users in computer network software and hardware; and performed other computer/network related duties.
• Successfully managed and supported over 200 or more health department staff in the northern part of the county.

Confidential, Rockville, MD

Desktop Support

Responsibilities:

• Provided technical support for all the stores in the Mid-Atlantic Region
• Supported the National IS Help Desk on as needed basis in addition to providing after hours support with the IS Emergency line
• Prepared and deployed PCs for staff, including configuration and imaging of PCs
• Performed maintenance and troubleshooting of laptops, desktops, printers, PDAs, Scanners, etc.
• Coordinated the repairs and maintenance of office printers and computing equipment with outside vendors
• Supported a variety of operating systems, software, email and Internet protocols
• Performed hardware and software asset tracking and inventory management
• Provided on-site technical support at special events, e.g., seminars, conferences, etc.
• Oversaw and troubleshot video conference and telecommunications systems in coordination with regional technical resources
• Followed up communications with end users as well as with local, regional, and global support teams
• Maintained configurations of all notebook and desktop computer systems according to established standards
• Supported and managed user accounts on the AS400 system
• Proactively analyzed call data to identify improvement opportunities
• Documented and maintained call history via help desk tracking database, performed other related duties.

Confidential, Laurel, MD

Instructor

Responsibilities:

• Provided Instructional Training in Applications software (Microsoft Office Suite), Desktop Systems, MSDOS, Support Magic SQL (helpdesk software), and Customer Service/Support.

Confidential, Laurel, MD

Internship

Responsibilities:

• Maintained database system for total student population
• Provided faculty with support services
• Interacted with students to solve academic problems via extensive tutoring in a classroom environment and on an individual basis
• Coordinated with student services in creating and editing newsletters
• Assisted in troubleshooting basic lab network problems, setup projectors and overhead projectors for classrooms; performed other duties for the education department as needed.