SUMMARY:

• Confidential IT Professional having over 5 years of working experience as a Service Desk/ DoD Support Analyst with supporting upwards of 50.000 end - user in a complex IT environment.
• Specializing in Data Center/Virtualization & VIOP products.
• Microsoft Exchange & Sharepoint
• Specialized in Supporting Microsoft Software, and Networking applications
• System and Network Security and monitoring
• DoD sponsored Clearance.

PROFESSIONAL EXPERIENCE:

Confidential

Operations Supervisor

Responsibilities:

• Manage Support technicians
• Provide next level technical guidance
• Assist Avast subscription users with end user computing support
• Assist in the removal of malware
• Use system monitoring tools like ping plotter
• Use Citrix Receiver utility clean up
• Use Verint to monitor WFM, phone quality, and make schedule adjustments
• Keep abreast with computing security threats.
• Place ZenDesk ticket in for support personnel.
• Manage KPI's SLA's and other metrics.

Confidential, NC

Sr. Computer Analyst (Team Lead)

Responsibilities:

• Supported approximately 50,000 Anthem End users at 2nd and 3rd tier level in a HIPPA regulated environment.
• Managed a large team, increasing resolutions, and reduced Service Now backlog tickets
• Citrix platform support using Xenapp 6.5
• Configured and troubleshot Juniper based VPN issues
• Solved issues with firewall host-checker when accessing VPN/McAfee Antivirus security checks (IDS/IPS) & removed malicious code.
• Administers assigns, and synchronizes RSA tokens.
• HBSS Cyberark Password vault.
• Administers Hitachi Radius Password management system
• Supported Virtual Desktops for offshore clients using VMWare-ESXI & Hyper-V
• Supported Websphere, Informatica, and Mainframes
• Used Teradata, and common SQL codes to assist end users
• Basic scripting: batch, SQL, Unix, .Net, API
• Networking protocol TCP/IP, IMCP, IPSEC, UDP, DHCP, DNS etc.
• Active Directory on a root 2008 R2 Server foundation, security, and s.
• Pushed MSI packages using SCCM, EDMP, and DARS delivery software and worked with development team to identify and correct problems in the enterprise.
• Creates plans, and procedures, using ITIL v3 framework
• Using IT ticking systems, Tivoli, Service Center, Remedy, and Service Now.
• VOIP Phone system support, to include Pega Compass, and Avaya One X Communicator.
• Supported Windows 7, Outlook 2010, Lync 2010 & Skype for Business, MS Office applications and Office 365
• Support of Exchange and SharePoint clients.
• Trained 30 Junior Analysts in India on how to support Anthem applications.

Confidential, NC

Support Analyst

Responsibilities:

• Asset and inventory management to include special equipment and computer assets.
• Verifies that orders are accurate filled comparing them to shipment documents
• Responsible for sensitive military inventory, to include aviation, police, etc.
• Worked closely with the Contracting Office Representative for proper procurement of specialized military equipment.
• Prepared and kept records of goods received in accordance with DoD regulations and standards.
• Created and Corrected OCIE records using ISM Installation Management System
• Troubleshoot workstation application & operational issues.
• Troubleshoot Xerox Network printers
• Outlook 2010 profile support to include recovery of OST, and PST files.
• Workstation hardware support & maintenance to include cabling, monitors, and desktop machine
• Responsible for workstation system updates.
• Utilized: AKO, Outlook email 2010, Win XP, and Win 7, ISM

Confidential, NC

Support Analyst

Responsibilities:

• Updated property book records utilizing. Installation management software
• Reviews data and transactions in a SQL Proprietary database to be sent to the File server
• Created user accounts on DOD server and posted any necessary corrections of erroneous data
• Imaged, processed, and stored data in proprietary software On-Base
• Workstation hardware support & maintenance to include cabling, monitors, and desktop machine to include the scanner.
• Responsible for workstation system updates
• Utilized: On Base Imaging software, Windows XP, Win7, Outlook Enterprise, Excel, and MS Word
• Assisted in the retirement of DoD computer hardware to include the degassing of hard-drives
• Assisted the Sr. level technicians with computer asset and tracking management.
• Responsible for security of data and physical security across the project
• Utilized & supported wireless communication systems.

Confidential, Fort Bragg, NC

Aircraft Operations Flight Engineer

Responsibilities:

• Maintains and repairs aircraft propulsion components including but not limited to engines, and mechanical components
• Applies comprehensive technical expertise in restoring equipment and operation determining equipment malfunctions, trouble-shooting, and repair procedures
• Moderate to complex problem solving by interpreting technical documentation
• Responsible for the destruction of classified material
• Use of special tools to include oscilloscopes bore-scopes, pullers, depth gauges and calipers. Etc.
• Specialized knowledge of Non-Destructive Testing to include, Eddie Current, Magnetic Particle, Florescent Penetration, Sonogram, and Industrial X-Ray technologies, & electrical theory.