SUMMARY:

• More than 15 years experience in multi - platform IT help desk support and administration.
• Strong communication and interpersonal skills; relates well with individuals of all age groups, cultural backgrounds, and skill levels.
• Highly organized and detail-oriented project manager; an effective problem-solver who works well in demanding team environments with minimal supervision.

CAPABILITIES INCLUDE:

• Software Installation and Support
• Help Desk Administration
• Microsoft Office Suite Assistance
• IT Project Management
• Acquisition Tracking Systems
• Software Engineering Support
• Hardware Support
• Network Engineering Support

TECHNICAL SKILLS:

Computer Skills: Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) WordPerfect Windows CISCO VoIP Oracle SAP IBM AS/400

PROFESSIONAL EXPERIENCE:

Helpdesk Analyst

Confidential

Responsibilities:

• I provide customer service support, interacting with staff with the highest priority responding to and resolving or escalating requests.
• Provide a timely response to advanced service requests and first level problem analysis and problem resolution for advanced issues.
• Using Cherwell and Magic SDE Helpdesk Call Tracking applications to log all service and update requests accurately and well detailed while collecting data from customers to aid problem determination/resolution of request.
• Also provide advanced troubleshooting and assisting customers with account management and systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity and database problems over phone or remote support.

Fiber Customer Support Analyst

Confidential

Responsibilities:

• I serve as the initial point of contact for provisioning and/or maintenance customer inquiries concerning their fiber based voice, data and/or video services.
• Answer incoming calls from customers with order inquiry and/or trouble reports.
• Perform analysis and isolation of trouble conditions.
• Provide trouble resolution and closeout when possible.
• Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving close out information from those groups.
• Negotiating dates, times and access arrangements associated with resolving customer service order fallout and trouble report.

Sales / Receiving Associate

Confidential

Responsibilities:

• I actively seeking out customers to assess their needs and provide assistance.
• Provide emphasis on department, product knowledge, and knowing related items to sell an entire project.
• Also know how to greet, qualify, recommend, close every customer in the department, and the know how to handle basics in adjacent departments.
• Maintain the in-stock condition of assigned areas, and ensure that it is clean, and safe.
• As a Receiving Associate duties include the unloading and sorting of merchandise to be delivered to the sales floor for overnight re-stock.
• Examining and inspecting stock items for wear or defects, reporting any damage to supervisors.

Package Handler

Confidential

Responsibilities:

• Loaded packages on conveyor belts and on delivery trucks.
• Moved and stored hazardous materials and products. Stack materials in accordance to Confidential instructions.
• Assisted in the unloading of trucks and managed cycle counting and inventory control procedures.

Talent Reviewer

Confidential

Responsibilities:

• Introduced artists to the clients and helped broker deals.
• Kept records of the artists' performance and guiding them to the right place at the right time and established and maintained contacts in the Entertainment and nightlife industry

Confidential

Helpdesk Analyst

Responsibilities:

• Assisted external job applicants and employees with account set-up instructions, changing their browser settings, navigating through the online application process, resting passwords and creating job accounts, including e-mail accounts.

Senior Remedy Administrator

Confidential

Responsibilities:

• Served as senior remedy administrator for Telecommunications and Information Systems Command in the Siprnet Management Office of the Confidential .
• Researched and evaluated new products. Tested, installed, configured and upgraded software and equipment.
• Performed data cleanup, maintenance tasks, workflow change and user account set up. Conducted system failover, backup and recovery using BackupEx.
• Created standard operating procedures for new Remedy upgrade to version 6.3 on an Oracle database.
• Additional duties included Microsoft patch management, server grooming, and updating Siprnet standard operating procedures.

Project Manager

Confidential

Responsibilities:

• Served as project manager for the Corporate Information Operations Center responsible for monitoring classified and unclassified critical systems in a 24/7 environment.
• Scheduled coverage among 12 network analysts, ensuring proper standard operating procedures were followed in case of an outage.
• Ran hourly server checks to ensure communications between sites and reported to the proper team during outages.
• Performed maintenance and analytical duties for equipment, Handled after-hours calls for assistance.
• Provide weekly status reports on all current projects and a monthly report for the overall project.
• Serve as liaison between government contractors and network analysts.

Systems Administrator

Confidential

Responsibilities:

• Participated in the installation of the Remedy 7.0 application for the Confidential Help Desk to reduce the time to resolution and increase user-friendliness.
• Enabled a web-based solution for remote users.
• Assisted in the design and implementation of a custom change management solution to streamline the change process.
• Maintained data integrity and assisted in the migration and configuration of user access controls.
• Helped maintain a production, development and testing environment and served as subject matter expert for Remedy training.

System Administrator

Confidential

Responsibilities:

• Participated in the design, purchase, installation, and configuration of the Windows Server 2003 active directory architecture.
• Responsibilities included upgrading, troubleshooting and maintenance of the Windows Server 2003 active directory architecture, setup of a Microsoft Exchange Server 2003 from a Mac POP 3 environment, implement network security utilizing Sonic Wall firewall and Cisco router, establish disaster recovery processes, and install and configure antivirus programs and spyware applications. Standardize client interface: create master images for various client hardware.
• Coordinate volume orders of client licenses with various vendors to reduce operation expenses on retail software.
• Working with IT Department and vendors on the company’s storage solution and wireless network plans.
• Duties include technical liaison between AMO and National helpdesk, data backup and restoration, Active Directory management, printer configuration and management, blackberry integration, hardware reconfiguration or replacement, software program maintenance and system migration for 120 AMO security pilots from Windows 2000 to Windows XP.