SUMMARY:

• IT professional with 10 years of technical and customer service experience.
• Experience in configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure.
• Strong analytical skills; able to work with technicians from various engineering disciplines to troubleshoot complex system - level issues.
• Proficient in advanced diagnostic techniques to identify, investigate and recommend solutions.
• Self - motivated and strong organizational skills. Strong verbal and written communication skills; works well with others in big or small settings, dependable and flexible.

TECHNICAL SKILLS:

• End - user support
• VMWare
• Active Directory Administration:
• Windows 10, Windows 8.1, Windows 7 proficient
• Wireless printer and Wireless network set up and troubleshooting
• Windows Server 2012
• Mobile Android, Google, Windows, Mac, IPhone, Blackberry proficient troubleshooting
• DHCP and DNS
• LDAP
• TCP/IP
• HBSS
• Active Directory Domain Controllers
• Microsoft Exchange 2010
• Phone and Helpdesk Support
• Google Cloud Platform Websites, Applications, and Storage
• Wireless/VPN Architecture
• Blackboard management
• MS Office Suite Proficiency
• Testing and Troubleshooting
• (Outlook, Access, Excel, PowerPoint, Word)
• BMC Remedy
• BMC Footprints
• Windows 10 Deployment
• SharePoint Support
• PKI Infrastructure
• SCCM
• Cisco AnyConnect
• Problem Identification/Analysis

PROFESSIONAL EXPERIENCE:

Information Technology Specialist Lead 

Washington, DC

Confidential

Responsibilities:

• Configuration and Managing of Servers and Workstations
• Windows 10 Deployment
• Extensive knowledge in Microsoft Windows Platforms (9.x, NT, 2000, 2003, 2008, Exchange Server, Active Directory
• Good knowledge in System Center Configuration Manager
• Performs regular patch management
• Performs software installations and upgrades to operating systems and layered software packages
• Configure, back - up and maintain hardware and systems required to keep environment s available for use
• Responsible for installing, maintaining, configuring, and integrity of computer software
• Develops and promotes standard operating procedures.
• Schedules installations and upgrades and maintains them in accordance with established IT policies and procedures
• Create, configure, maintain and delete network printers on/off server
• Provide Tier 2/3 support
• Strong knowledge of printing configurations, static and reserved IP addresses with-in an enterprise network
• Provided phone and remote desktop support to end users
• Imaged, configured and updated desktops and laptops
• Excellent technical skill set in Windows 7, Windows 10 and wireless connectivity.
• Provide special handling for urgent, sensitive, and high visibility support issues
• Provide critical incident command and control
• Participate in team s annual review process, providing assessment and input
• Created, managed and maintained Active Directory, Exchange accounts and Blackberry Enterprise Server configuration
• Sustained a high level of professionalism and customer service with VIP level customers 
• Experience using BMC Remedy and Footprints ticketing system to log, track and manage incidents and service requests
• Installed and updated Windows 7 workstation images
• Provided remote support for off-site users with Dameware and RDP tools
• Trained end users in the use of equipment and software on a daily basis
• Coordinated SIPR Account creation with Army Enterprise Service Desk
• Collaborates service restoral with Network/Server, Transport, and Cyber Security teams

Information Technology Specialist

Washington, DC

Confidential

Responsibilities:

• Windows 7 installation, support and troubleshooting for all Students, Faculty and Staff members
• Provided end - user software troubleshooting and support
• Installed and configured computer hardware and software
• Managing the Academic Technology Support Desk, which assisted faculty, students, and staff with computer and software support and learning the Academic Technology to include but not limited to Google Cloud apps, Blackboard, Mobile devices, Microsoft Office Suite, Video capture software, and Video conferencing.
• Provided phone and desk support for off-site and local users
• Demonstrated strong verbal and written communication skills when documenting and updating users about problems progress and resolution.
• Earned solid reputation for resolving complex issues and providing exceptional customer service
• Provide user community with instructional training on the academic technology through online instruction, workshops, and One-on-One sessions.
• Developed Student and Faculty Academic Technology Handbook and Survival Guides.
• Provide support to Blackboard User Support Specialist and Instructional Designer in template development, training material creation and training delivery during workshops.

Account Manager 

Vienna, VA 

Confidential

Responsibilities:

• Reporting to the Vice President, the Account Manager position executes the sales strategy, initiates contact with existing and potential customers, and identifies needs and provides appropriate solutions to meet those needs.
• Manage assigned accounts by providing extensive after sales support
• Call prospective contacts within current Vector customers and establish buying cycles, customer needs, and create a customer - supplier relationship
• Increase sales in respective accounts
• Prepare sales information for customers
• Establish buying influences, budgets and purchasing criteria for assigned accounts
• Secure and place orders taking into consideration delivery dates and inventory levels for fulfillment
• Build professional relationships with customers, contract employees and staff
• Work in close coordination with the Vice President, Business Developer, and recruiting team to maximize account penetration and provide exemplary services and talent to the customer

Sales Manager

Woodbridge, VA

Confidential

Responsibilities:

• Conduct workshops for customers on how to proficiently use their new mobile Android, Windows, Mac and google tablet devices
• Chosen as Champion role for growth and business among the managers in my location, which means I held weekly trainings for all reps in the zone to improve their skills in searching and gaining business leads in the area, and location.
• Provided expert level technical and operational support and guidance to employees in matters relating to the business
• Mentoring new employees as well as identifying employees who need performance improvement and initiate counseling and improvement performance plans for corrective actions.
• In charge of opening and closing procedures including inventory, operations as well as all sales metrics.
• Prepare and deliver technical presentations that explain products or services to employees

Sales Representative 

Fair Oaks, VA

Confidential

Responsibilities:

• Fluently performed trouble shooting, repairs and technical installs on all mobile platforms such as Android, IPhone, Mac, Windows and computing devices
• Assisted customers with all of their home and mobile needs by selling merchandise, plans and mobile solutions while providing excellent customer service
• Gone through vigorous training weekly on all new software s and devices while adapting to a fast paced technologically evolving work environment
• Provide new purchasers with unique and important tips and solutions when using their new mobile product
• Responsible for upholding all queues in ensuring appointments are taken on time and new appointments are able to book
• Excelled at maintaining composure under a stressful, fast pace environment; always made sure that each customer was attended to and was able to multi - task
• Executes flawlessly sales and services while providing customers with solutions for their business and personal needs

Help Desk Assistant

Confidential

Responsibilities:

• Provided first line response for users requiring assistance with information technology issues and problems. Assisted students with PC and desktop application issues
• Regularly performed hardware and software maintenance
• Diagnose and troubleshoot both common and unusual hardware and software problems
• Identified and troubleshot PC hardware and software issues
• Demonstrated strong verbal and written communication skills when documenting and updating users about a problems progress
• Tracked issues to resolution and educated students on maintenance