SUMMARY:

• Over twenty years of versatile experience, encompassing strengths in the areas of Information Technology, experience includes Information Technology Manager, NT Systems Administrator, Systems Operator, and Access Database programmer.
• Proficient in Access, VB, SQL and Access Programming, creating and manage the company’s databases, as well as Crystal 8.5, and Olap. Created reports using other various databases/programs. Generated Access batch files. Reported and designed tables Queries and Access reports.
• Maintain Access database audits. Troubleshoot PC issues, document programs functionality. Provided software support and automation to Access reports. Constructed switchboards to track and manipulate Access data input & output. Instruct peers on Access usage and capabilities. Create current manuscript of programming procedures and audit database quality control.
• Provide software support and report automation of Crystal reports.
• Generate batch files and Queries for Crystal reports.
• Perform, monitor and run Concertos EnsumblePro dialing system. Set up new dialing users and profile while accessing documentation. Query work instructions and procedures. Access quality control and create data view reports/crystal reports.

TECHNICAL SKILLS:

Networks: WAN, LAN

Email: MS Outlook, Webmail, MS 365

Operating Systems: Windows XP, Vista, Windows 7, Windows 8 & 8.1 Microsoft server 2003, 2008, 2012 R2Software: Microsoft Office suite, Windows Deployment Services PowerPoint, A+EDM, PC anyware, VMware 5.1 Active Directory, DASD, Crystal Reports, LANDesk, Windows Power shell, One Drive Dameware, Marimba, FAA software

Languages: VB, C, C++, COBOL, Pascal, Advanced Basic, NT shell Scripting, Windows power shell

Mainframes: AS 400, MVS

Hardware: IBM, Dell, HP, NEC, SUNDBMS: Access, OLAP, Crystal Reports

PROFESSIONAL EXPERIENCE:

Desktop Support Specialist

Confidential, Largo, MD

Responsibilities:

• Hardware/software inventory, installation and maintenance, troubleshooting and problem resolution.
• Install, maintain, and repair computer hardware, software, peripheral and audio visual equipment of the type deployed by UMUC to maintain full functionality.
• Prepare and test equipment to ensure proper performance.
• Troubleshoot and perform diagnostics to identify and resolve performance problems.
• Make repairs and replace/upgrade parts/components as necessary.
• Work at a highly detailed level to track, maintain and document “trouble tickets” for all service requests received/self - initiated work orders to maintain accurate histories of all equipment.
• Assist with classroom, computer laboratory, conference rooms, and other university space equipment as needed, including remote UMUC sites.
• Provide instruction on the proper use and operation of all hardware, software, and audio visual equipment supported; prepare “how to” instructional and information documents for clients to assist them in the use of these items and updating these documents from to time as needed; answer client questions relating to equipment and software supported; provide hands-on instruction to staff as requested.
• Perform Windows and Mac systems imaging. Install software upgrades as needed.

Service Desk Analyst

Confidential, Washington, D C

Responsibilities:

• Troubleshoot and resolve remedy tickets first resolution
• Image and deploy FAA hardware laptops and Desktops
• Create, update, and remove user accounts in Active Directory
• Install, configure, troubleshoot, and maintain FAA hardware and software
• Communicate with NSC for first problem resolution
• Desk equipment moves and set-ups
• FAA approved software install via Marimba Tuner

Service Desk Team Lead

Confidential, Washington, DC

Responsibilities:

• Create, update, and remove user accounts in Active Directory.
• Create accounts in Microsoft 365 using power shell.
• Install, configure, troubleshoot, and maintain customer hardware and software.
• Resolve difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.
• Manage devices, Blackberry, IPhone, and all other smartphone devices.
• Maintain ready status for all loaner equipment.
• Create training procedures, Update and create new processes
• Create and maintain 8 and 8.1 Images using Microsoft Deployment Services Server.
• Provide assistance to lower level staff.
• Test new software and create analysis reports.

Network Administrator (Team Lead)

Confidential, Bethesda, MD

Responsibilities:

• Create and remove user accounts in Active Directory, Trouble shoot system failures
• Install, configure, troubleshoot, and maintain customer hardware and software.
• Resolve difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.
• Research and analyze new PC/workstation equipment, software, and communications to ensure network compatibility.
• Evaluate specifications and features of new products, performing product comparisons, feasibility and cost benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management.
• Provide expertise and support for desktop and network security.
• Manage devices, Blackberry, IPhone, and all other smartphone devices.
• Repair hardware and install routine software applications and upgrades.
• Maintain ready status for all loaner equipment.
• Perform and verifies encryption.
• Assist in providing Help Desk support maintaining personal computers/laptops and peripheral equipment in working order and within limitations of firewalls and IT security policies and procedures.
• Create training procedures, Update and create new processes

IP Customer Account Executive

Confidential, Largo, MD

Responsibilities:

• Take general calls to troubleshoot customer web-mail and password problems as well as home networking issues for phone, internet and video products.
• Strive for first call resolution.
• Reviews customer accounts for accuracy and completeness.
• Modifies billing and account history.
• Schedules installations and dispatch service technician.
• Processes credit card payments.

Technical Support Analyst I

Confidential, Suitland, MD

Responsibilities:

• Support the Census Bureau by processing appeals and analyzing appeal information and documentary evidence to reach a recommendation whether to accept or reject the appeal based on an evaluation of the quality of the evidence provided.
• Apply complex operational procedures, understand and interpret the documentary materials submitted to support appeals
• Apply mature judgment and analytical thinking in problem solving. As an analyst,
• Operate the office's Management Information System and the Appeal Processing System.

Information Technology Specialist

Confidential, Arlington, VA

Responsibilities:

• Support front end-users in all Microsoft office applications. Fix and repair desktops and laptops. Desktop support. Resolve networking issues. Contact and maintain relations with vendors. Set up and support contractors on internal and external network.
• Support printers and all hardware. Plan and carry out complex assignments and develop new methods, approaches, and procedures involving information systems and technology to meet the needs of OIG auditing, investigations, and other organizational units.
• Provide advice and guidance on a wide range and variety of complex IT issues, in particular those relating to IT security and application software development.
• Develop, implement and coordinate activities designed to ensure Integrity, confidentiality and availability of IT systems.
• Prepare and evaluate information systems security documentation (e.g., systems security plans, risk assessments, disaster recovery plans, business continuity plans, and user security guides).
• Gather, analyze, and preserve evidence to assist in the investigation and prosecution of computer crimes.
• Assist in the development, configuration, installation, and maintenance of the OIG local area network, personal computers, and applications to support OIG operations.
• Assist in the design, development, and maintenance of databases, Server as a desktop support specialist responsible for managing and maintaining all hardware.
• Configure and deploy desktop and laptop systems.
• Troubleshoot, diagnose, and resolve problems with desktop and laptops systems in response to staff reported incidents.
• Install, configure, troubleshoot, and maintain software including: operating system, application, email, and network client.
• Install, configure, troubleshoot, and maintain peripheral hardware devices including: printers, scanners, external hard drives, specialized devices.
• Perform upgrades to desktop and laptop systems including: the installation of memory, device drivers, video cards, CD/DVD drives, and hard drives, etc.

Information Technology Administrator

Confidential, Beltsville, MD

Responsibilities:

• Build out new stores build network switch and Cisco router.
• Desktop support, support all Confidential applications VPN,
• Install all new software for Confidential such as Acrobat, VPN, and connection manager.
• Image new laptops and Desktops.
• Create batch scripts in NT Shell to automate daily work process testing machines
• Test software and new products.
• Assist in writing new procedures, documentation, Weekly reports, and presentations.
• Coordinate with the Help Desk, via Remedy, in resolving end user issues on all corporate enterprise systems.
• Promote and implement company standards and policies and keep the Supervisor/Manager apprised of progress and issues.
• Manage the upkeep and upgrade of all desktops, laptops, printers, and associated cabling that function in a LAN/WAN connected or stand alone environment.
• Provide reliable and consistent PBX support; coordinating with the network management group on projects, administering the Lucent and Nortel systems and delivering phone operability to field employees.
• The ITA functions as a remote liaison to the network management group working with them in the troubleshooting, installation and relocation of all LAN/WAN connectivity and operability issues.
• To manage the support of multiple locations, which include any /all Confidential facilities?
• Understanding of Active Directory and OU Structure and create new accounts within.
• Voice Circuit trunking.
• Troubleshoot and repair POS systems.

Residential Consultant / Technician

Confidential, Washington, DC

Responsibilities:

• Personal Installation/Integration/Configuration of Home Computer Systems
• CPU’s and laptops according to individual orders/requests. Provide personal PC consulting to residential customers.
• Operate Windows 2000. System Configuration(s). Repair, upgrade and install PC hard/software. Identify, repair and Provide IP troubleshooting and system connection upgrade (if necessary). Offer MS Windows Application/Program instructions. Create training and trouble shooting documentation. Software support. Create user-friendly software documentation.

Systems Administrator

Confidential, Raleigh, NC

Responsibilities:

• Stored Access Data for reporting. Generated Access Database reporting. Attended Access Training Class (WBT). Integrated, configured, and installed multi-vendor CPU’s, laptops and Servers according to procurement orders. Allocated assignments to technicians according to their skills. Operated Windows 2000 applications. Distribution of software to clients in the field. Remotely build new machines in the field. Distribute packages to field
• Created and maintained daily status reports. Report weekly updates in team meetings. Manually connect servers. Create and test batch scripts. Used windows 2000 and 95 servers and resource kits. Open and close daily Remedy Tickets. Execute performance evaluations.
• Network Support
• Allocated assignments to technicians according to their skills. Support Windows 2000 application and identify functions. Support clients in the field. Assist in opening and close remedy. Update procedures and documents.
• Provide Software support. Trouble shooting software client connections. Train new team members with day-to-day task. Update procedures and documents.
• Aid other groups with problem resolutions.
• Wrote batch scripts in Perl and NT Shell scripting.

Information Systems Manager

Confidential, Washington, DC

Responsibilities:

• Responsible for a variety of information system(s) routines of the credit union including data processing, network administration, website maintenance and imaging systems. Liaison with EDS St. Louis Data Center to request daily jobs and report problems to EDS customer service. Verify that payrolls are flagged properly for nightly processing. Submit dividend authorization to credit union management and verify rates before month end. Request postings from all insurance providers. Identify and report potential and existing problems to manager.
• Work with EDS customer service to complete IRS reporting. Write Decision Analyzer reports. Submit schedule change requests to EDS customer service for special jobs. Accept and prioritize service requests from staff. Maintain and monitor system and network availability.
• Communicate with outside processors and vendors. Attain and maintain knowledge of all credit union services to support cross selling to all members. Create all training, work instruction documentation. Project manager. Create and present monthly and weekly board and manager reports. Track DRA and maintain all DRA and request. Conversion point person.
• Conduct training of staff. Help desk. Software support. Create budget. Conduct one on ones. Interview. Facilitate meetings. Implement Performance appraisals. Conduct Performance evaluations.
• Integrated, configured, remedied and installed multi-vendor CPU’s, and Servers according to procurement orders, assign night-flow analysis to technicians. Remedy. Operate and oversee Windows 2000 Network.
• Print and deliver all EOM reports. Monitor and troubleshoot communication system hardware and peripheral equipment.
• Support and troubleshoot imaging system. Support and operate RJE remote printer and PC. Log all staff requests, system network, software and hardware for future reference to track problem resolution. Maintain and assist with initial development of website. System configuration and Active directory. Trouble-shoot and maintain all hardware and software. Create NT shell scripts.

Computer Operator (Team Lead)

Confidential, Charlotte, NC

Responsibilities:

• Integrated and configured CPU’s, laptops and Servers according to procurement orders and Remedy. Monitor batch cycle on CL14. Remedy. Troubleshoot AS/400 and PC issues on hardware and software. Perform restart jobs on CA-7 and CA-11. Govern Windows 2000. Oversee JCL updates and overrides.