CAREER SUMMARY:

• My IT career has spanned more than 19 years. During my 13 years at my position with Computer Sciences Corporation, I was promoted several times through the different levels of support and currently serve a multifaceted role as site support for Classified desktop systems and Darknets.
• I am a focused and motivated professional with excellent interpersonal skills and a creative problem solver with a long record of diagnosing and assessing technical challenges and designing and implementing appropriate solutions.
• My technical background includes all windows desktop operating systems and office productivity suites; mobility platforms including Blackberry, Good Server, Boxtone, Mobileiron; Mobile messaging platforms and mobile device management; and automated user management tasks with scripting.
• I have served as a liaison between the Service Desk and Application Support, engaged in client and business process development, project management and improvement, acted as a team leader and subject matter expert, and served as both an internal trainer and an adult education computer instructor.

PROFESSIONAL EXPERIENCE:

Confidential

Associate Field Technician

Responsibilities:

• CCN desktop builds and field support for CCN machines. Tech lead for Canon/Oce Wide format plotter support and configuration for Unclassified and Classified Networks 21 machines. Tasked with refresh and disposal of classified assets. Diagnose, troubleshoot and repair Dell desktops and Dell laptops
• Fulfill requests for Software installs and upgrades, track licenses, configure clients appropriately for use. Collaborate with client to effectively implement requests and future needs. Document and improve previous ly unknown resolutions to issues where possible. Responsible for pacthing standalone laptops and desktops in several Dark nets.
• Initial role: Level 2 Support, Supporting install and troubleshooting of All major software, Citrix VDI, Citrix VDI and VMware Profile management and user management. Xendesktop, Xenmobile console and management of users.
• All Microsoft office products including Microsoft Visio Professional, Word, Excel, Powerpoint, OneNote. Concurrently supporting EVS/VTC Video Teleconferencing startups in New London location. Cisco Telepresence, Cisco TMS Scheduling and Executive support

Contractor

• Through Computer Merchant LTD Level 2 Support, Supporting install and troubleshooting of All major software.At General Dynamics,
• Electric Boat. Including Teamcenter/NX, Diagram Author, Diagram Review, Catia/CDM and Autocad 2011, 2014, Autocad Vault
• All Microsoft office products including Microsoft Visio Professional. Altair Engineering, Dassault Systems software.

Senior Associate Technician

• Duties included providing remote support, application support, server, mobile device, and account management for Blackberry
• GOOD Server for Iphone, ipad, and Android devices, and Boxtone monitoring and MDM software.
• Mobile Iron MDM, Supported 25,000 plus mobile users Worldwide for United Technologies Corporation. Exchange 2010 user management, Account creations, Active Directory Users and Computers. On call rotation 24/7 support, Telecommute from home.
• Troubleshoot and support Exchange 2010 users and accounts.

Remote Desktop Technician

• Provided remote support, diagnosis, problem solving, and solutions for clients with higher level problems that could not be resolved at the Tier I level.
• Acted as Level II Blackberry subject matter expert.

Service Desk Analyst

• Provided telephone support for Tier I service desk.
• Diagnosed problems and provided high rate of first contact solution for remote user clients at United Technologies Corporation.
• Remedy Call tracking software, Queue management, Workflow management. Business process improvements, Knowledge base contributor.

Clinical Research Informatics/ Subject Matter Expert Analyst

• Provided remote desktop and application support for the Level 1 Informatics Help Desk.
• This support included VPN troubleshooting with account creation and configuration for Clinical Research Organizations (CRO’s).
• Gathered information from customers including external collaborators to facilitate account creation within the network infrastructure; resolved issues related to external collaborators, VPN, Shiva & RSA SecureID.
• Helpdesk technical POC for Alliance Net (firewall) team and Clinical L3/L4 support. Completed structural revisions, maintenance, and data integrity tasks as the primary contact for Escalation Matrix changes.

Smartdesk Analyst

• Member of a fast paced Level 1 support desk for clinical customers containing a variety of network environments including Windows NT 4.0, Windows 95, VAX/VMS, and UNIX. Diagnosed remote dial - up problems using Shiva and Secure ID.
• Provided security access, password resets, and appropriate informational assistance concerning Windows 95, DOS, PC, and Client/Server applications such as Adobe Acrobat, MS Office, Netscape Navigator, IE, Reflection, Oracle Clinical, MS Outlook, Network protocols, and remote computing environments.
• Participated in the development, implementation, and maintenance of the Clinical Helpdesk standards, guidelines, policies, documentation, reporting systems and procedures.
• Training project lead for the new Helpdesk ticket tracking tool. Coordinated and provided training for all Level I, II, and III Analysts and oriented new users at the Groton and New London campuses.
• Evaluated and provided a report to improve the service delivery support model for the Pfizer CSA helpdesk in New York, New York.