SKILLS

• Time management team player excellent communication and customer service skills ability to work with varying degrees of user capabilities
• Software / Operating Systems / Protocols Word Excel PowerPoint Access and Outlook. Proficient in Windows XP Vista SharePoint Windows 7 Active Directory Remedy VM Ware Hyperion basic Unix commands Cisco VPN and FileZilla Jetadmin Symantec Backup Exec 2010 TCP/IP Clarify ITSM Norton Ghost Imaging and SCCM
• Networking Subnetting Cisco Packet Tracer
• Hardware expertise laptops desktops fax machines printers routers and switches Apple products
• Telecommunication device support Blackberries and Droids

PROFESSIONAL EXPERIENCE

Confidential

Senior IT Support Engineer Part-time

• Installs and configures computer systems for IT training classes and staff
• Diagnose and solve hardware/software faults
• Asset management
• Assisting in the design of company network infrastructure

Confidential

Senior Desktop Support Engineer Tier 2

• Provide on-site field support to 500 customers at 6 locations including hardware and software installation servicing repairing systems other equipment. Configure and maintain WiFi connectivity. Install and configure VPN.
• Assists with the coordination for companywide equipment rollouts and software upgrades and patches. Assures that SLAs are met based on client agreement.
• Organizes the preparation of conference rooms for meetings involving multiple users needing internet connectivity projector usage and printer access.
• Creates generic user profiles for 3000 employees. Designates laptops and desktops for guest use.
• Responsible for maintain the successful backup transfer and data restore for users installs operating systems and other applications and programs on an as needed basis.
• Troubleshoots and resolves issues for remote users password resets allow permissions and access to users on an as needed basis.
• Manages the successful mapping of 3000 users to requested groups as well as granting file permission on shared directories.
• Assists with spotting call log trends and employee queries

Confidential

Desktop Support Analyst On call

• Provide on-site field support to customers including installation servicing repairing systems and equipment.
• Coordinate with ISP for an uninterrupted quality internet supply.
• Configure and maintain wireless access points.
• Provide hardware system support by resolving customer issues in the areas of installation repair upgrade and maintenance and Ghost imaging.
• Consults with users about software licensing.
• Performs backup and data transfer for users requiring new PCs.
• Conduct organization-wide malware scans and spyware installs.
• Install maintain and upgrade operating systems and software programs.
• Perform scheduled data backup.

Confidential

Technical Support lead Volunteer

• Evaluate and refurbish old computers and other hardware for donation to organizations and people in need.
• Erase and reinstall operating systems and software applications.
• Install maintain and configure printer software and hardware.
• Install spyware and antivirus software.
• Provide administrative assistance to instructor for A lessons and related lesson plans.

Confidential

Divisional Property Manager

• Managed a team of 4
• Assisted property owners in preserving increasing and managing condo and apartment rentals.
• Maintained 95 occupancy rate while managing 150 units and on-site property managers in the DC Metro area.
• Developed a Rental Concession Program to collect rent and other fees from tenants.
• Drafted lease agreements in accordance with Section 8 and ADU HUD guidelines.

Confidential

Owner

• Managed after school basketball program for children ages 5 to 16.
• Created better citizens through athletics by developing a vehicle to recruit quality student athletes through basketball training.
• Conducted team skills sessions.
• Served as a mentor to under privileged participants.
• Worked with related schools and programs for children s advancement in basketball and scholastics.
• Managed staff and maintained bookkeeping records.

Confidential

Owner

• Home improvement property management and real estate investments.
• Acted as general contractor facilitating projects which included plumbing electric and interior and exterior carpentry.
• Prepared estimates and invoices on specific job engagements.
• Worked extensively with zoning commissions state inspectors Section 8 and displaced veterans to create safe and affordable housing.
• Managed staff and maintained bookkeeping records.

Confidential

SAP Help Desk Analyst

• Provided tier 1 user support for a wide variety of basic user inquiries related to general IT issues.
• Solved support requests for defined services and assigned open request support desk tickets to appropriate resources.
• Processed password/user ID reset/unlock for network SAP3.
• Created user accounts and updated user profiles and local printers.
• Provided logon help with Extranet and Intranet.
• Created reports for management when needed.
• Acted as a liaison between the users and the system support team.

Confidential

System Analyst

• Performed system integration and transitional testing of new SAP operating system.
• Provided technical and administrative assistance to ensure software products were received.
• Generated and reviewed internal reports.