TECHNICAL SKILLS:

Excellent verbal and written communication, Detail oriented, Maintain spreadsheets, Desktop support, Great organizational skills, Time management skills, Data analysis, Applications planning, Data entry, Leadership experience, Experience with Reimaging Desktops, Certified in Work front application Remote Access, Service Now, Share Point, Foot Print, Remedy and HPSM, Windows systems, troubleshooting Macintosh and Windows system, Winzip Encryption, Windows, MS Word, MS Excel, Visio (2013) MS Office Suite, MS PowerPoint…etc, Diagnosing and replacing hardware dysfunctions within Dell desktops, Writing, administrative work, outlook, Ability to obtain any SC; I have obtained a public trust, lifting/carrying of moderately heavy items such as boxes and equipment.

PROFESSIONAL EXPERIENCE:

Confidential,MD

Application Support specialist

Responsibilities:

• Analyzes and defines user problems within the Workfront application and coordinate with users to identify problems for the purpose of creating reliable technology solutions that increase employee productivity remotely using Lync or RD web access and making tickets using Service Now application.
• Prepares a variety of comprehensive status reports, management summaries, and briefing papers which identify problems, assess the overall condition of work completed or in progress and outlines issues, solutions and recommendations. 
• Assisting Project Managers, in planning and executing project management to include day - to-day management and oversight of multiple, concurrent IT projects; collaborating with project stakeholders; assisting contracting officer representatives; and reviewing and approving contract deliverables.
• Troubleshoots and diagnoses system failures to isolate source of problems. Performs testing, troubleshoots, corrects problems, and distributes workload relative to interface and interoperability of system components such as hardware, systems software, and applications programs.
• Provides customer technical assistance and support for all users. Provides ongoing technical support to customers to ensure proper functional use of equipment and programs and to preclude undue interruptions to IT and communications services. Works with customers to ensure efficient operations which support each unit’s requirements. Assists in solving problems associated with delivery of hardware and software orders.
• Assists the database administrator for the purpose of maintaining database operation at peak performance, to protect federal information, and to maintain integrity of data.
• Learns a variety of new software and enhancements and maintains current knowledge of trends, developments, and products in the software field for the purpose of providing technical support to users, developing applications, and informing department staff and management of trends to assist in decision-making on software development.
• Coordinates projects within the Work front application, related to programs and collaborate with the users of different offices for the purpose of ensuring required integration and achievement of objectives.
• Analyzing and implementing recommendations to management officials for streamlining and improving procedures related to procurement and contract administration
• Facilitates project communications with management, developers, and users for the purpose of having a common understanding of project results
• Provides a variety of guidance, direction, and training to less-experienced staff as needed, including providing technical advice to non-technical staff at a level consistent with user’s expertise for the purpose of providing support to other staff and to ensure completion of projects within established guidelines.

Application Support specialist

Responsibilities

• Was promoted within my first 9 months from Tier I to Tier II by assisting insurance companies with providing their insurance plans on the HealthCare.gov website with excellent and affiant productivity rates.
• Serves as a source of information and advice on FDA programmatic issues that require assessment and/or analysis.
• Fix maintenance issues for hundreds of large and small insurance companies by using a Remedy ticketing system to ensure that every client is visible to the customer and accounted for in our system.
• Encrypting using share point to ensure issuers with the upmost protection of their costumer’s information.
• Achieve high productivity, managing thousands of tickets and proving the best customer service to enhance the quality and ease of use of HealthCare.gov.
• Technical Authority on decisions impacting acquisition and contracts, policy matters, mission objectives
• Fix web link issues and grammatical errors to ensure functionality and clarity of the healthcare exchange website
• Ensure the correct information is displayed for each company to the customer seeking comprehensive healthcare coverage.

Confidential, DC

Support Technician Tier I

Responsibilities:

• Performed Technology support for over 600 users teacher and student by using a Remedy ticketing system
• Achieved the highest levels of productivity, handling over 100 to 150 calls and tickets per week and averaging 30+ calls daily.
• Serving as authority on contracting and procurement issues and policies for the Center, collaborates with program offices to provide assistance and advice in the development of complex acquisition plans.
• Provides on-going optimization and problem solving support; continually surveys system operation to identify potential systems problems which could lead to loss or serious interruption of service.
• Installs, and continuously analyzes system design, hardware and software. Develops, recommends, and installs solutions and upgrades to ensure availability, integrity, efficiency, and reliability of all components of the assigned system.
• Optimized systems performance. Respond to system hardware/software error messages, storage and hardware configuration problems and reimaging over 300 to 400 laptop and computers using Acronis true image.
• Earned solid reputation for resolving complex issues and providing exceptional customer service in a timely fashion.
• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voice mail.
• Optimizes the functionality and performance of hardware and software systems and ensures availability, integrity, efficiency, and reliability of system/functional resources while managing the communications focal point coordination and workload distribution duties.
• Maintenance activities and network outages
• A Clear understanding of the OSI Model is required. Candidate needs a basic understanding of network devices such as servers, routers, switches, associated software tools, and cabling in a large LAN/MAN/BAN/WAN environment.

Computer technician and Conference coordinator

Responsibilities

• Oversee pre conference logistics
• Performing services for senators and dignitaries
• Technical assistance: Setting up computers, troubleshooting for Microsoft issues, prepared
• teleconferences/ web conferences, prepared power points for over 200 users
• Organization and any other requirements that the meetings between law firms would require