SUMMARY:

• Multi - Talented Engineer/Information Technology professional with more than 6 years of relevant experience who is seeking to benefit an IT department by using his technical expertise and critical thinking. Skilled at converting industry jargon into everyday terminology for optimal communication. 6 years of experience in general office practices, 2 years of experience in IT.

TECHNICAL SKILLS:

Relevant Coursework: Traffic Engineering, Highway Engineering, Project Management, Civil Engineering, Geographical Information Systems (GIS), Computer Literacy, Information Systems, Quality Assurance Development

Experienced in: Microsoft Office Suite, SharePoint 2010/2013, Windows 7, Windows 8/8.1, Windows 10, Mac OS, Mobile iOS, BlackBerry s; Wireless/Wired network security; Network Engineering; Active Directory; User Account; Updating Windows and McAfee Patches; Using Remedy; Shared Network Resources; Hardening Endpoint Devices, VPN, Routers/Switches, LAN, Information Assurance policy and DOD policy, User Access Controls, End Point Authorization, Network Authorization, Remote Desktop, Malicious code (viruses, malware, etc)

Knowledgeable in: SCCM 2012; Windows Server 2008 R2; Windows Server 2012 Windows Group Policy; Server Installation; Server Configuration; Windows Administration; Hardening; Risk Analysis and Mitigation Techniques; Wireless Attacks and Mitigation Techniques; Social engineering Attacks and Mitigation; Wire Shark; Application Security; Troubleshooting Security Issues; Technical and Physical Security standards

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk/Desktop Support Specialist

• Use Remedy ticket system to track, manage and assist users
• Use Active Directory to create, manage, modify users permissions and accounts
• Configure /Setup Print Server
• Install Servers inside Racks
• Power Shell/ Command Prompt
• Back - up and retrieve data of enterprise servers
• Manage and update Microsoft and McAfee patches
• Operate Wireless controller
• Networking between Ports, Patch panels, Switches and routers
• Configure, Re-Image, and set up IPhones and BlackBerrys and Tablets after each use
• Collect, Manage, Update, Track, and Distribute assets to Personnel
• Image, Harden and Configure new machines
• Set up and profile users
• Troubleshoot Windows OS issues
• Harden endpoint devices and test user security
• Trained Users on Microsoft Software and endpoint security
• Configure Computers, Monitors, Printers and other Hardware

Confidential

IT Internship Program

• Learn and develop skills in information technology to include computer hardware, operating system, networking, programming, cybersecurity, database administration, web design and development.
• Develop skill to communicate with IT professional and customers in a corporate environment.
• Learn server skills and organizational admin techniques
• Assist in the development and delivery of youth technology training curriculums and courses.
• Build and refurbish desktop and laptop computers for donation to local schools and community centers.
• Assist with the design and implementation of networked computer labs at community partner sites
• Provide PC maintenance and repair services to partner sites.
• Create proposal for future community IT projects and outreach programs.
• Assist with organizations marketing and recruitment efforts.

Confidential

Traffic Clerk

• Collected and Analyzed data pertaining to rail and bus schedules
• Ensure field employees followed rules and regulations
• Ensured compliance with number of buses to run per hour
• Compiled special interest projects requested by Federal Transit Administration
• Lead Team and made decisions on best data collection techniques
• Completed statistical analysis to help efficiency of travel times to help meet the demand of customers
• Maintain process and environmental controls according to Standard Operating Procedures
• Assisted Rail and Bus Operation Center with passenger service

Confidential

Information Technology Assistant

• Provided technical support to end users, team member
• Troubleshoot Microsoft Office products
• Research, diagnose, and solve end user and team issues; Install and Troubleshoot new programs on Windows OS; Disconnect, transport and Re-Install hardware at multiple locations
• Troubleshoot wireless or wired connectivity issues on the Intranet/Internet
• Worked with lead IT team members to solve problems
• Assisted Project Manager with client needs; Assisted in completion of project reports;
• Analyzed weekly time sheets of group members to ensure quality and accuracy
• Scanned files on the computer and determine how metadata should be applied
• Lead team in IT training exercises
• Networked with WMATA employees to acquire accurate requirements on multiple projects

Confidential, Washington, DC

Technical Engineering Assistant

• Assist with SharePoint requests; organized and entered information into FRA intranet database; create Wiki sites; assist with the asset management of computer components; prepare a Standard Operating Procedure (SOP) for SharePoint.
• Adjusted SharePoint site to meet organization standards
• Researched current international high speed rail systems and assessed potential for further development of US high speed rail system.
• Interact with different FRA offices to determine technology needs
• Met with the Deputy Secretary of Transportation and other high level FRA officials to assess and collect research on FRA protocol related to inspections, track maintenance and standards, fines etc.
• Meet with officials from various transportation organizations such as Amtrak to better understand the interactions between FRA and such organizations

Confidential

Service Representative

• Managed a high - volume workload within a deadline-driven environment. Resolved an average of 50 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).
• Became the lead "go-to" person for new reps and particularly challenging customer interactions as one of the company s primary mentors/trainers of both new and established employees.
• Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
• Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
• Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve