SUMMARY:

• I am an eclectic yet professional being with extensive experience in a wide range of technology functions, including systems analysis, network/security administration, hardware and software deployment, infrastructure support, programming, website design, and IT project management. Passionate about learning; assimilates new knowledge very quickly.
• Known for initiative, analytical and critical thinking skills, innovation, and quality orientation.
• Customer focused team player who’s equally effective as an independent contributor. I currently hold a Public Trust Clearance with the US Bureau of the Census.
• Please note the reason for so many employment opportunities were because all of these jobs were contract jobs. I was simply trying to stay employed while gaining experience in my field of expertise.
• To accomplish this, I had to take whatever opportunity that was presented to me, even if that meant short - term contract, which most of them were. However, every job that I graduated to was an upgrade—from Helpdesk all the way up to Project Manager, which shows my consistency and desire for growth in the IT field.

TECHNICAL SKILLS:

Hardware: Servers, Desktop and Laptop Apple/Macintosh; Dell, HP, Sun, IBM, and Compaq; Tablets iPads, Android, Nook, and Nexus; Phones - iPhone (ALL); Printers, Scanners Xerox, HP, Epson, Fujitsu, and SAN/NAS - HP Arrays, Dell Blade Veritas Backup Exec

Software:: Kofax, LiveScan, Oracle, Linux, Lotus Notes, MS Office Suite 2000 - 2013, Microsoft Publisher, Win Zip, Adobe Creative Suite 6, FrontPage, WordPerfect, Photoshop, SharePoint, and Windows. Number, Pages, Keynote, Final Cut Pro X, Adobe Premiere, Adobe After Effects, Pro Tools, Adobe Illustrator, Tomcat, Apache, Windows RDP, Juniper VPN, Cisco VPN Client, Symantec Corporation Software ALL, SAP, Salesforce, Tableau, X/HTML, DHTML, CSS, XML, Dreamweaver, Crystal Reports, SQL Management Studio, Oracle, Control-M, Autosys, Solarwinds (Orion), CAMPIN/CHEC, ServiceNow, Remedy, SinglePointOS: Desktop, Mac OS, Win 95/98, Win 2000, Win XP, Vista, Win 7, Win 8/8.1, Win 10, UNIX Server: Win NT, Win 2000, Win 2003, Win 2008, Other: Novell, Oracle, Linux, Solaris, VMware (ESX&ESXi v.3.5 - 5), VMware Workstation, VMware Player, VMware Fusion, VMware vSphere, Hyper V, VirtualBox, and Virtual PC.

PROFESSIONAL EXPERIENCE:

Information Technology (IT) Specialist

Confidential, Suitland, MD

Responsibilities:

• Located at the Headquarter (HQ) of the Confidential, I ’m part of a small team of Information Technology (IT) specialist/technician that support most applications, services and scanners for the Centralized Office (CIS). I assist with the installation, troubleshooting and technical writing for my team.
• My time is divided up to assist on both Helpdesk side of CHEC and the ADSD Scanning Team that supports Kofax, LiveScan and PaperStream Applications and hardware. Our team provides technical insight on how to repair, configure and troubleshoot issues directly associated with CHEC/CAMPIN system.
• We also provide data call information for upper management (Supervisors, Branch Chief, Assist Director of numerous branches of the Census Bureaus.
• This data call consists of different form of historical data about the printing capabilities, status and forecasting for current and future requirement that will keep the bureau a leader of printing technology.
• We also provide detail monthly reports that include charts & graphics of numerous aspects of Equipment Tracking for ADSD and CIS the Census Bureau.
• I also work with the Application Development & Scanning Team to test Kofax 10.2 on Development, Test and Production Servers.

Access Management Team Lead

Confidential, Charlotte, NC

Responsibilities:

• In this role, I was responsible fo r Driving projects related to the integration of privileged account management into new environments.
• The company was in the middle of switching over from their old principals and business organizational structure to new applications and customer solutions.
• I introduced to this company my way of organizational structure which complimented the businesses goals.
• Driving automation of strong authentication services using ITSM methodologies and tools was also a responsibility of mine that I carried out successfully.
• Because of the rapid change and employee restructuring, I often had to act as a project lead or project team member on projects involving strong authentication.
• Had to create and review technical documents and specifications to accent frequent changes being made in business organizational structure.
• Was responsible for status reporting as well as being able to interact and communicate with both technical and non-technical audiences.

Lead Specialist of Service Desk

Confidential, Charlotte, NC

Responsibilities:

• While using applications and programs such as SAP, SinglePoint 2.0, Office365/Skype for Business, and Salesforce, I was solely responsible for overseeing the daily functions of the agent service desk. Self-motivating and responsible to work autonomously in a professional manner.
• Strong technical writing, client relationship and communication skills. Daily exhibition to deliver a powerful, positive experience for new & existing customers.
• Coordinate issue resolution efforts to ensure timely resolutions are met and customer satisfaction is upheld.
• Communicate issues and updates to clients, impacted project managers, and team members.
• Routine use of knowledge of Cisco functions, processes and capabilities.
• Ability to adapt quickly to changes in requirements and communicate across teams and clients.
• Oversees a variety of project activities which would include the documentation of project scope, tasks and dependencies identified, the creation and update of project schedules, the creation and follow-up on communication plans, the establishment of risk identification and mitigation plans, the creation and tracking of budgetary documentation and post project historical documentation.
• Responsible for managing projects while providing leadership and mentoring other team members within the organization and department.
• Excellent oral and written communication skills.
• Experience communicating with all levels internally and externally, working exclusively with International teams with language barriers.
• Oversee Service Desk Agents in entire process of dispatching field engineers and troubleshooting various sites internationally.
• Create Quotes for billing processing including entering Requisitions in SAP.
• Coordinate sites audits, field engineer visits with both customer and affiliate, acting liaison.
• Create technical knowledge base documents shared in SharePoint. Work is cross-functional, and tactical in nature.
• Responsible for managing all agents within worked shift.

Support Analyst

Confidential, Charlotte, NC

Responsibilities:

• In this role, I got a chance to exercise strong troubleshooting skills as well as tested new hardware upgrades and applications prior to implementing into production.
• I gained great knowledge while working in the following environments: Office Admin Center, Office365/Skype for Business, Salesforce. Develops resource plans, work effort estimates, and project plans.
• Oversee the daily performance of computer systems. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specification.
• Utilize Office365 in conjunction with Office Admin Center and Exchange Control Panel to reset passwords, create and troubleshoot accounts.
• Got a chance to exhibit my ability to work well both as a team and independently.
• This position involved frequent customer contact and interaction thus requiring excellent people skills along with the technical requirements.

IT Security Engineer

Confidential, Charlotte, NC

Responsibilities:

• I pride myself with the opportunity received here to provide direct support to customers, business and IT staff for security related issues on a mundane basis.
• I worked with ServiceNow, SIAM, WebMTracks, EAC/ECP. Assisted internal and external employees with setup of their accounts in various portals and system software.
• Password resets, account creation, account verification and reporting in various software and applications.
• Proactively identify and drive opportunities for process improvement.
• Utilized excellent oral and written communication skills.
• Experience communicating with all levels internally and externally.
• Utilized my Experience with Process Improvement, Self Service Portals, and KPIs.
• Ensured security capabilities were being used correctly at all times.

IT Support Analyst

Confidential, Charlotte, NC

• I was highly recruited for this position by a contracting company I had previously worked for.
• Environments worked in: Lotus Notes, Windows 7 E, MS Exchange.
• Assisted Legal Department with file transfer and document separation pertaining to GE merger desisting.
• Develops resource plans, work effort estimates, and project plans.
• Was responsible for working with application managers to document data integrations, transport processes, data transformations and data lineage; create process maps and diagrams; and analyze and identify gaps between current processes and policies.

Project Manager, Business Systems Specialist, System Administrator,

Confidential, Charlotte, NC

• I used SQL Management Studio, Oracle, SAP, SharePoint, CATs, Transmit Master, Crystal Reports 10, Spear 4i Technologies to carry out tasks and duties on a daily basis.
• Develops resource plans, work effort estimates, and project plans. Daily use of Technical writing skills.
• Works independently and receives minimal guidance.
• Set up Employee/Security User/ Equipment Accounts in Spear 4i. Program Modems via Ace Manager to work on 4G Cellular provided by Verizon. Program EEProm flash cards to work with Sierra 4G wireless modems .
• Apply patches to modems via Ace Manager software. Create Reports via Crystal Reports in conjunction with SQL Management Studio.
• Provide monthly reports after data mining, using pivot tables and charts in Excel. Assist Director and Superintendent in the overseeing of Maintenance Department, which include approximately 75 people.
• Write and execute business rules to run in conjunction with Spear 4i.
• Technical writing to involve the creation of TSRs/PSRs for the purchase of new equipment.
• Created presentations and test website segments on Mac via Dreamweaver utilizing various HTML, CSS, XML functions/formats.
• Purchase and Image Bus Diagnostic Laptops with Windows 7 and other vendor-specific software.
• Configure and test new equipment (using Windows 8, 8.1 and/or 10) for future use.
• Utilized MS Office Access, Publisher, Word, Excel, OneNote, Project, Visio, and Outlook for support of daily record keeping task, projects, troubleshooting, databases in conjunction with Windows 7.

Level II Windows/Email Migration Engineer

Confidential, Charlotte, NC

• I developed resource plans, work effort estimates, and project plans while using the stated environments: Active Directory, Exchange 2013, Migration Whiz, Proof Point. I also worked with Lead Engineer when defining messaging strategies and direction for infrastructure system design, optimization, analysis and solution delivery.
• Manage user creation/deletions, permission delegations, set up of accepted domains and Address Book Policy enforcement in MS Exchange Admin Center.
• Create Public Folder, Shared Mailboxes and office resources in Exchange Admin Center for external marketing.
• Assist in the enforcement of Group Policies in management of Organizational Units and users in Active Directory.
• Responsible for unlocking, resetting and deactivating user accounts in Active directory.
• Create and Configure User and Domain entries in Proof Point.
• Manage user creation and deletion of user LDAP accounts in UNIX-based Email gateway, Proof Point server.
• Add Accepted Domains and Set up Domain in Proof Point Servers.
• Update existing workstations with O365 Email Archiving/Data Migration.
• Configuring and troubleshooting email transport related technologies (SMTP, IMAP, POP3, etc.) as well as mail routing issues.
• Troubleshoot NDR issues to provide clients with good mail flow in a timely manner.
• Configure email connectors in Migration wiz for Advisor offices to transfer legacy email to new email hosting accounts.
• Provisioned advisor office accounts to import Customer Data Elements (CDE). Utilized MS Office Word, Excel, and Outlook for support of daily record keeping task in conjunction with Windows 7.

Support Center Analyst

Confidential, Greensboro, NC

• Frequenting these environments: Oracle 10g, Windows XP/7, WMPlus, Exceed, Order Manager, Supplier Portals, Dashboards, Toad, XML, InfraEnterprise8, Integrify, and the Cisco Softphone, I was able to develop resource plans, work effort estimates, and project plans.
• Works independently and receives minimal guidance. Routine technical writing for Helpdesk Department.
• Set up Windows User Accounts & Mailboxes using Microsoft Active Directory and Exchange.
• Set up User Accounts on a routine basis for portals such as Order Managers, NT Accounts, Management Consoles, WMPlus and Exceed for customers such as Verizon, Boeing, Avaya, Siemens, Logitech, and more. Provide Technical Writing for the ongoing improvement of the ticketing system Infra.
• Use of base knowledge of C#, MS Active Directory, Exchange, and Windows Server 2000.
• Utilize ticket-generating software Infra. Constant usage of Remote Desktop and Dameware to resolve user issues.
• Responsible for troubleshooting via phone and remote support.
• Provide technical support in activities associated with the identification, prioritization, and resolution of reported problems.
• Utilized MS Office Access, Publisher, PowerPoint, Word, Excel, and Outlook for support of daily record keeping and database-related task in conjunction with Windows XP and Windows.