SUMMARY

• Experienced IT Professional that has extensive experience in Office management/Staff support and Computer/Information systems and technology support. I performed supervised or managed a variety of communications and information management tasks and activities including staff support publishing records administrative communication and information and systems technology support. Demonstrated ability to integrate computer skills customer support experience and related education to exceed technical business and customer requirements. Skilled at troubleshooting and fixing problems while minimizing customer stress levels.
• Works well in a team environment but can excel if put on individual tasks. Possesses excellent communication skills in both written and verbal form I have been out of work studying to take my CompTIA Network Security A Project Management Professional CAPM and Microsoft Certified Technology Specialist MCTS - Installing Configuring Windows 7 Certifications. I am planning to take exams within the next few weeks. I am also schedule to take CCNA and MCSA Windows Server 2012 certification classes in Feb14 and Mar14. I am hoping to have all certifications by the end of the year. I am very excited and determined to get back to work. Thank you for taking the time to review my resume.

SKILLS

• Installing/Troubleshooting Microsoft Office/Suite Applications Intermediate-Advance
• Installing/Troubleshooting Windows Operating Systems XP Vista Server
• Windows media player/Real Player
• Microsoft FrontPage Dreamweaver
• Adobe Products
• Remedy/Heat/Other Ticketing software
• Troubleshooting/Problem Solving Phones
• Troubleshooting/Problem Solving Network Connectivity
• Customer Service
• Creating/Manage Websites
• Handle Sensitive/Classified Info
• Supporting email applications
• PC Desktop Laptop Dell HP etc
• Adding deleting modifying users in a Microsoft Network environment
• Installing and troubleshooting both local and network printers HP Lexmark etc.
• Cisco Routers and Switch Installation/Troubleshooting
• Firewalls
• Active Directory setup Windows User authentication
• Troubleshooting virus malware and spyware infections
• Network security and antivirus systems
• Deployment/ Window XP and 7 Vista
• Installing Cables
• Punch down experience
• Mac Laptop IPhone IPad
• Android Phones and Tablets
• Blackberry Phones
• Microsoft exchange server
• Windows Sever
• Created Databases intermediate -Excel/Access/Crystal reports

EXPERIENCE

Confidential

PC/LAN TECHNICIAN

• Responsible for performing installation activities that include installing and configuring wired and wireless LAN connected hardware network communications equipment software and peripherals at remote and corporate campus facilities in support of over 1000 user and 1000 computers..
• Responsible for image desktop/laptops with Windows XP using pixie boot.
• Installed approved software on desktop/laptops. Microsoft office Adobe and other software requested .
• Responsible for moving users from one location to another when changing positions/promotion.
• Installed monitors ram graphics for dual monitors and replace hard drives.
• Setup new users workstation with desktop/laptop monitor dual monitor if requested/approved phone Avaya some setup using VOIP-

Confidential

HELPDESK SPECIALIST

• Acted as the single point of contact for all computer related problems reported by users 1 200 firmwide.
• Became an expert in HEAT uses it effectively and promoted the use of HEAT at all times.
• Maintained documentation on all tasks assigned.
• Assisted in training new staff members on Help Desk processes and procedures.
• Tooked basic outage information when necessary and transformed it into an understandable outage notification as necessary when Help Desk Team Lead is not available.
• Ensured support calls generated through HEAT are updated accurately and timely took between 25-100 calls a day .
• Provided knowledgeable on-site and off-site support to service the Firm s end users.
• Developed an understanding of the Firm s operating environment and standards including WAN LAN and PC configurations.
• Became knowledgeable on all Firm approved software applications.
• Provided first level support on Firm approved applications and operating systems XP .
• Troubleshot software and hardware issues documents and communicates resolutions to appropriate IS personnel and end users as applicable.
• Worked with training team as subject matter experts to produce Just-In-Time training modules for both user and support audience.
• Assisted the team in meeting established targets as defined by Key Performance Indicators.
• Escalated problems promptly and as appropriate per escalation matrix guidelines.
• Communicated effectively or escalated issues to other groups and management when required.
• Performed other duties as requested by the Help Desk Supervisor Managers and IS Director.

Confidential

CLIENT SUPPORT ADMINISTRATOR

• Provided information systems and technology support at a help desk supported over 200 users 1000 unclassified/classified computers 15 printers/scanners.
• Worked/troubleshoot/closed over 300 tickets involving a variety of issues Microsoft office Word Outlook Excel Access PowerPoint flash player media player real player printing issues computer display etc .
• Supported Windows XP Vista etc Organized inventory of computer systems.
• Installed configured and troubleshot VPN on laptops.
• Provided software support and installed updates manually and remotely for desktops/laptops 1000 monitors laser and color printers.
• Created email templates using Microsoft Outlook Used email templates to notify users of ticket status.
• Network and Systems Administration including Active Directory User Management Internal/External Security Print/Fax services Verify permissions for access to groups domains etc.
• Troubleshot Email File and Print Server Setup and Configuration.

Confidential

Workgroup Manager

• Provided Information systems and technology in support of 1.3 billion in contracts and administrative support for a ninety-one person squadron.
• Installed computer systems hardware and updated user software for over 400 000 of government equipment.
• Solely responsible for records management and coordination of awards and decorations for 24 military members Processed Enlisted performance reports/Officer performance reports/Decorations Awards electronically work commended by Mission support group staff.
• Scheduled tracked and updated the Commander on 10 ancillary training programs for military and US Civilians identified and fixed expired training requirements enhanced completion rates by 20 .
• Responsible for the administrative support of 24 personnel mobility folders conducted monthly/annual reviews.
• Updated software for 93 computers maintained 100 in-service rate Updated 140 computers to the new Air Force standard desktop configuration in 3 days.
• Supported Exercise Ulchi Focus Lens commended by Camp Commander for improving Republic of Korea readiness tracked force movements supported PACOM Deployment Distribution Operations Center-Korea.
• Worked on web page malfunctions corrected software errors and made information available to members.

Confidential

Commander s Support Staff Information Manager

• Provided administrative and I.T. support for classified and unclassified computers 1000 to a 140 person squadron to Wing leadership during 7 wing training exercises and to deployed units 80 people to Osan Air Force Base.
• Installed computer systems hardware and updated/modified user software Troubleshot and diagnosed problems for all assigned computers 1000 systems.
• Assisted with updating/revising electronic flight records system updated records for five Wing-level continuity books on unclassified/classified systems. Efforts led to efficient tracking and reduced errors by 30 .
• Conducted 100 personnel Information Files audit eliminated potential filing/tracking discrepancies.
• Revamped Combat Plans master library updated 70 regulations/instructions and plans vital to wing readiness
• Supported deployed unit during Foal Eagle 04. I.T. support was key to C2 effectiveness.
• Managed flight Automated Data Processing Equipment Account maintained 100 accountability/accreditation for equipment in the excess of 50 000.
• Worked on web page malfunctions corrected software errors and made information available to members.