Summary:

Microsoft Certified IT Professional with distinguished active duty military service in the United States Marine Corps. Proven record of adaptability and performing above expectations from tactical military operations to healthcare IT service delivery settings. Intermediate knowledge of both network and desktop environments. Exceptional root cause analysis and provide clear communication between the client and technical staff.

Professional Certifications

• Microsoft Certified IT Professional MCITP : Enterprise Desktop Support Technician on Windows 7
• Microsoft Certified Solutions Associate MCSA : Windows 7
• Microsoft Certified Professional MCP : Windows 7
• CompTIA Security
• CompTIA Network
• CCNA:R S In Progress

Technical Skills

• Windows: XP/Vista/7/8.1.
• Multi-site LAN/WAN troubleshooting
• DNS, IMAP, SSL, LDAP, Citrix, LANDesk
• Hardware/software troubleshooting
• Active Directory
• Microsoft Office '03/'07/'10/'13
• Mobile device setup and troubleshooting iOS, Android
• Networked peripheral troubleshooting printers, scanners, fax machines
• Familiarity with Unix scripting, Powershell, Windows Server 2008R2, Macintosh 10.6-10.9
• Familiarity with setup of Cisco networking equipment 2950 series, and 1841 router
• Academia understanding of asymmetric and symmetric cryptographic functions, hash functions, digital signatures and message authentication codes, proxies, firewalls, IDS/IPS, and cyber security.

Experience

Confidential

Help Desk Analyst

• Utilized ActiveRoles to perform Active Directory account management through password reset and GPO assignment.
• Assisted in implementation of ServiceNow and attended focus groups to optimize performance within the department.
• VDI LanDesk Remote Management, Dameware Utilities, and Windows Remote Desktop Connection.
• Dell Data Protection account management, setup and install.
• Provide advanced first level support of user reported Information Services problems to over 16,000 users.
• Triage IT related problems to determine and isolate the root cause in order to facilitate system restoration.
• Meticulously document each call in the call management system, Peregrine ServiceCenter and ServiceNow, to ensure seamless communication between departments, while following departmental policies to provide quality customer service.
• Respond to email, phone, voicemail requests for service for over 16,000 users.
• Effectively communicate with other members of the data center staff to ensure that users' requests for service are handled as quickly and as efficiently as possible.

Confidential

Network Technician

• Autonomous desktop and network support for clients both onsite and remote.
• Analyze, troubleshoot, and resolve PC and network related issues in a timely manner to reduce the amount of down-time.
• Performed PC and laptop hardware diagnosis and repair.
• Resolved issues related to networked computer peripherals that included printers, scanners, copiers, and fax machines.
• Troubleshoot and resolved issues related to malware infections and educated end users with the issues surrounding computer and network security.
• Assisted users with mobile device setup on both Android and Apple mobile devices.
• Windows migrations from XP and Vista to Windows 7.
• Worked in a team with Network Engineers to build LANs for small businesses.
• Created detailed work logs identifying user issues, and what steps were taken to determine a resolution.

Confidential

Help Desk Specialist

• Worked with the Global IT Asset Manager, IT Supervisor, and IT Manager to understand the processes around asset management.
• Verified software installations on deployed systems to accurately distribute software licenses.
• Modified asset tracking databases to ensure software was assigned appropriately.
• Imaged, configured, and deployed Windows and Macintosh laptops.
• Delivered exceptional end user customer service and provided technical assistance by responding to requests through QuickBase.
• Performed installation and management of LANDesk to workstations and laptops to over 1300 users both local and remote.

Confidential

Dental Assistant

• Compiled patient data into a standard format for entry into multiple computer databases.
• Gathered patient medical history and other relevant information necessary for medical clearances in preparation for procedures, as well as entered the corresponding data into computer software.
• Familiarity with PeopleSoft application software.
• Prepared inventories of patient procedures in support of dental contracts.
• Awards: Financial bonus for meeting performance goals.

Confidential

• Educated and trained fellow employees on proper food handling procedures, kitchen safety, and automated ticket processing methods to improve overall kitchen efficiency.
• Contributed to regular meeting and offered suggestions for improving productivity throughout the store and within the kitchen.

Confidential

• Served with distinction on active duty as a Non-Commissioned Officer in Charge NCOIC with the US Marines deployments to Japan and Iraq.
• Held position of Non-Commissioned Officer in Charge NCOIC , for several sections of deployment to Iraq.
• Educated, instructed, trained, and counseled a group of 9 junior Marines.
• Awards: Army Commendation Medal, Marine Corps Good Conduct Medal, National Defense Service Medal, Iraq Campaign Medal, Global War on Terrorism Medal, Navy Sea Service Deployment Ribbon 2 .