SUMMARY

Proven leader and team - builder with a deep focus on customer needs; dedicated to sharing that focus throughout an organization; highly experienced in key performance indicators, workflows, asset inventory and configuration with outstanding organizational, administrative and time management skills.

TECHNICAL SKILLS

Operating Systems:

• Windows 98/2000/ME/XP/Vista/Win. 7
• MAC OS X 9 - 10.7
• Windows 4.0/NT
• Novell NetWare 4.11
• UNIX/C, DOS 5.0/6.2
• JCL for TSO/VTAM
• MVS, JES2

CICS Database Languages:

• Oracle Financial-DBA
• INFORMIX RDBMS
• Multiplan FDBMS
• DBASEIII+
• Internet (HTML)
• Active Directory

Software:

• ACT
• Access
• Adobe CS5
• Adobe Designer XI
• PhotoShop
• Noah (Assoc. Membership Database)
• MSProject, MSOffice 2003 - 2010
• WordPerfect
• Lotus SmartSuite
• CaLANder
• Paradox 7.0
• QuarkXPress
• AmiPro
• Lotus 1-2-3 (Windows)
• DELTEK,
• Llustrator
• MSPublisher
• CorelDraw 7
• Coral Photo Paint 7
• Harvard Graphics, Picasa 7.0
• iManage
• PageMaker
• PowerPoint
• Astound 4.0 for Windows
• Print Master Plus Graphics/Freelance
• Visio
• TransPro (Encode/Decode)
• Bitlocker Drive Encryption
• Credant (CMG) Encryption
• Symantec Endpoint Encryption
• Lotus Notes (Domino)
• SYBASE
• MSOutlook
• GroupWise
• FrontPage
• Flash 11.9
• JAVA
• Citrix Receiver
• LogMeIn
• DameWare
• VMWare Service Manager v9.1.5
• GoverLan v7
• Procomm Plus
• BMC Remedy v7.5
• HEAT 8.4 Call log
• Ghost Imaging
• Blackberry Desktop Software
• Bomgar v12.2.1

PROFESSIONAL EXPERIENCE

IT Specialist/Window 7 Deployment Team

Confidential, Washington, DC

• BMC Remedy ticket assignment
• Asset inventory/logistics control for scheduling and tracking of incoming/outgoing system
• Active Directory group/user preparation for Win. 7 migration
• Controlled security issues with user accounts including password resets and locking/unlocking users and group OU policy changes. This also includes account creations and deletions.
• Manage Configuration Management for new Groups, User, License Pools, and permissions
• Perform user pre-migration HW/SW assets management survey.
• Perform remote user support via Marriott HDX and Bomgar RDC.
• Asset inventory and configuration of Desktop/Laptops for migration deployment for 3580 Marriott locations
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Perform user application support for Microsoft Office 2010, Adobe Acrobat Pro, MS Project, MS Visio, Quality Control and Assurance post migration.

IT Specialist/Window 7 Deployment Team lead

Confidential, Washington, DC

• Team lead for 8 -10 deployment/user support technicians
• Active Directory group/user preparation for Win. 7 migration
• Manage Configuration Management for new Groups, User, License Pools, and permissions
• Perform user pre-migration HW/SW assets management survey.
• Perform user beta test in preparation for agency XP to Win.7 migrations.
• Asset inventory and configuration of Desktop/Laptops for migration deployment of 980 HQ users
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Perform user application support MS Office 2007 - 2010, Lotus Notes, Quality Control and Assurance post migration.

IT Specialist Technician

Confidential, Silver Spring, MD

• Monitors Automated Surface Observation System (ASOS) service desk operations and performs resolution or escalation of tickets to field service technicians based on SOP.
• Tracks IT Management key performance indicators on a daily basis, such as the number of incidents, mean time till resolution, mean time between failures, incidents trends, number of changes, successful changes, etc.;
• Provides telephone and email based Service desk support on an 24/7/365 Shift basis
• Stays abreast of changes to all major Telecommunications Operations Center applications, business workflows, and changes to operating systems that may affect the user community
• Assign ticket priority based on complexity and time resolution
• Generates and archiving Aircraft Incident Process

Hardware technician

Confidential, Washington, DC

• Assigned to Sutherland Asbill & Brennan LLP
• Setup of conference rooms with PCs, laptops, printers, projectors, screens, and any other requested hardware made by reservation.
• Documented and updated inventory such as serial number, model and location of machine, etc. using SCCM
• Upgraded desktops/laptops accordingly, based on hardware lease schedule.
• Installed and troubleshot hardware (hard disks, keyboards, CMOS battery, NIC, misc hardware parts).
• Provided telephone, email and personal based Service desk support.

Desktop/Helpdesk Support Technician

Confidential, Washington, DC

• Provide assistant to users for PC Refresh/Deployment Project . 
• Performed user pre-migration HW/SW assets management survey.
• Performed user pre-migration survey in preparation for XP to Win. 7 migrations.
• Resolved inquiries and issues via remote and telephone for Foreign Agriculture Service officers
• Activation, configuration and support of Blackberry devices for deployment to users.
• Asset inventory and configuration of Desktop/Laptops/Tablets for migration deployment to 980 HQ and 1200 remote users.
• Provide support for applications Microsoft Office XP, Outlook, IE9, and other installed software applications on Windows XP operating system.
• Disk encryption (Bitlocker) of configured inventory prior to deployment
• Asset inventory and system preparation for decommission of equipment.
• Ensured compliance with applicable security and property accountability requirements.
• Knowledge Base update on BMC Remedy for resolution of issues.  
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops.
• Preparation of AV systems for remote video teleconferencing and web streaming.
• Efficient and productive while working under tight time constraints
• Adaptable to unscheduled interruptions and changes to meet SLA requirements
• Excellent oral and written communication skills.

Principal Assistant/Management Technology Services

Confidential, Silver Spring, MD

• Coordination of staff report development for presentation to Montgomery County Planning Board.
• Management of commission fleet tracking.
• Provide support as a user for applications Microsoft Office 2007, Movavi Video Suite 10, Picasa 3, Outlook, IE9, and other installed software applications on Windows XP operating system.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
• Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates’ information to Planning Director.
• Assisted in desktop support upgrades to include A/V set-up and installation.

Desktop/Helpdesk Support Technician

Confidential, Bethesda, MD

• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
• Provided remote and telephone assistance to users via GoverLan and DameWare based on requirement.
• Provide support for applications Microsoft Office XP, Outlook, IE8, and other installed software applications on Windows XP operating system.
• Inquiries and issues resolved during initial contact with client.
• Respond to complicated user questions on a variety of software packages and local area network issues.
• Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Configuration and hardware upgrades of IT systems for unit deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provides support for CAC (Common Access Card). Troubleshoots smart card readers, middleware and PKI (Public Key Infrastructure) Certificates.
• VPN configuration for remote users.
• Provided network cabling installations and modifications as required.
• Preparation of AV systems for secured video teleconferencing and web streaming.
• Mobile Device (Blackberry) configuration to include activation, soft reset and data backup/restore
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Knowledge Base created/updated on BMC Remedy for resolution of issues.
• Performed data migration, configuration and disk encryption (Credant) of XP systems
• Excellent oral and written communication skills