OBJECTIVE:

• To obtain a position in a company that is looking for strong leadership skills, team building abilities and self - motivation in its employees. Results-oriented, talented professional with over 5 years of visible achievements in both customer driven and technological industries. Expert troubleshooting skills combined with effective communication, quality control and accurate needs assessment abilities to consistently contribute to increased productivity.
• Strong technical aptitude with exceptional talent in training and development. An ability to effectively translate technical information and procedures to end users.
• Superb troubleshooting and analytical skills with capacity to accurately identify and assess problems before providing expert solutions.
• Dedicated to providing quality customer support; consistently meet or exceed client needs by providing service beyond expectation.
• Outstanding communication and interpersonal skills with ability to listen effectively, respond appropriately and maintain mutual comfort level while relating to a diverse group of individuals
• Proven project management abilities; able to assume multiple responsibilities and remain productive within time sensitive and fast paced environments.
• Recognized for professionalism, thoroughness, and commitment to quality and teamwork.
• Ready to assume new challenges to meet or succeed objectives.

TECHNICAL SKILLS:

• Configure hardware; hardware/software installation; IT Support
• Experienced as Lead Configuration Technician and Systems Administrator
• Windows XP, Windows Vista, Windows 7, Server 2008, VMware, Microsoft Office 2010, Microsoft Project, Microsoft Visio
• Extensive experience with wireless technologies, such as blackberries, cell phones, and air cards.

PROFESSIONAL EXPERIENCE:

Confidential, VA

Assistant Customer Technical Representative

• Assist with NGEN processes by communicating with NGEN representatives as necessary to identify and provide necessary documentation or information to enable NGEN to fulfill required functions.
• Responsible to maintain and access the EITSMS System and all related subsystems including NET, eMarketplace, HPSM, ISF Tool, and RAP Tools.
• Act as POC on matters relating to MFD’s, Account Management and VOIP issues.
• Schedule all NIPRNET and SIPRNET services for ONR headquarters and field sites during after cutover, and report status of al DM’s.
• Responsible for creation of NIPRNET and SIPRNET account as well as transfers, logical moves, and reactivation/deactivations.
• Coordinate service with ONR Helpdesk to ensure account creations, asset assignments, and other services are provided in a timely fashion.
• Maintain Certification on Classified LRA machine by fulfilling the roles of IAO for the machine which including patching and updates and maintaining weekly audit logs.
• Appointed as IAO (Information Assurance Officer) for NMCI account management of the systems of ONR (Office of Naval Research).
• Roles as IAO include NPIR/SIPR account re-enablement. Coordinate with NGEN to CLO un-enforce SIPRNET accounts, and successfully complete account activation.
• Assisted users with policies and procedures for setting up conference calls, new accounts, web/network presentations and voicemail.
• Provide customer support for personnel at ONR Headquarters and field site locations for unclassified systems, and provide value-added services through a single point of contact delivery model.
• Support ONR with the development, coordination, introduction and administration of NMCI/NGEN process.
• Support users use IT products and services such as ONR's legacy (non-NMCI) network, and commercial-off-the-shelf productivity tools.
• Serve as the liaison between ONR users and system engineering network and development teams.
• Provide incident management for all enterprise IT incidents and timely return to service requirements for users and the enterprise.
• Report status on incidents to users, promptly document and create trouble tickets for all reports of information systems problems, including system unavailability, unacceptable response time, unauthorized access, missing files, and virus infections; and immediately notify management if an information security incident meets escalation criteria.
• Provide technical support for IT issues via phone, email, web, or walk-in.
• Support new customers with the laptop configuration requirements including drive mappings, email setups, and PST (Personal Storage) builds.
• Assist with check-outs for users leaving ONR.
• Provide network account creation and management. Including active directory rights and extranet account administration for the legacy (non-NMCI) networks.

Confidential, Washington, DC

Associate Network Administrator

• Support Team Ships with the development, coordination, introduction and administration of NAVSEA/NMCI process.
• Wireless manager currently in charge of all wireless equipment to include blackberries, cell phones, and air cards, Wi Fi cards.
• Provide support for Team Ships IT equipment including VTC equipment.
• Handle transfers, requests, and replacements for all wireless devices to include blackberries, cell phones, and air cards, Wi Fi cards.
• Manage SIPR room and all classified material to assist all high Flag personnel.
• Provide technical support to all Admiral and SES’s concerning their NMCI workstations.
• Currently support a user group of 200+ civilians and contractors, and military personnel.
• Validate all wireless devices and software association using excel spreadsheet and completing data calls to all Team Ships users.
• Work with VOIP Helpdesk Team in processing and deploying and setting up headsets to Ships users, as well as any VOIP and data port issues.
• Set Confidential telephones phones and assisted users with voicemail set up.
• Assist Ships users with backing up and retrieving files before and after tech refresh.
• Processed MAC (Move, Add, and Change) request for civilian and military personnel coming on board or transferring to Team Ships.
• Responsible for Ships/SEA 21 database upkeep.
• Received an employee of the month award in December 2013 in recognition for excellent support and service during an office move from our original location at the Navy Yard Building 197 to our temporary location at NAVSEA West and for continued technical support for 200+ civilian, contractors and military personnel for Team Ships/SEA 21.
• Provided support in running RADIA connect for software distributions and patch connections for machine updates.
• Deployed and kept database for IT peripheral belonging to Team Ships.
• Assisted Ships users with working knowledge of VPN technology, and connecting to netrwork.

Confidential, Washington, DC

Technical Refresh Technician

• Supported NAVSEA command in the tech refresh upgrade by installing, disconnecting, or transferring PC’s and peripherals according to the Move Add and Change move process (MAC).
• Monitored and ensured all surplus equipment were distributed and installed in their correct locations.
• Degaussed hard drives and destroyed CD’s according to IA compliance.
• Assisted the NAVSEA network team in installing new switches and routers throughout the building.
• Assisted the NAVSEA network team in running new network cables during their switch and router upgrades.
• Asset management and equipment logistics.
• Proper reporting of status on a predefined basis.

Confidential, Manassas, VA

Lead System Administrator

• Proactively identified potential areas for wide system outage and initiated analysis and resolution.
• Independently resolved recurrent system lockup issues through diligent research.
• Monitored all master hardware and performance consoles. Maintained critical data systems by keeping them up to date with windows patches.
• Coordinated and implemented Change Control in collaboration with technical teams.
• Optimized systems performance and responded to system hardware/software error messages.
• Resolved storage and hardware configuration problems.
• Provided after hours support for Network, Help Desk and Server environments.

Confidential, Chantilly, VA

Senior Help Desk / Technical Support

• Played key role in reengineering Support Center to improve responsiveness and customer satisfaction. Established best practices in Server and Network support and trained technical staff.
• Authored Service Level Agreement for internal/external customers for user/security administration.
• Initiated Shift Turnover report to continue customer communications for unresolved issues.
• Selected to create new procedures to improve department productivity and train new team members.
• Diagnosed and resolved hardware/software connectivity issues. Resolved improperly configured settings.
• Solely responsible for adding new users to the network and providing access to databases and system functions.
• Setup and supported all connected peripherals in the organization.
• Supported clients during 24-48 hour Disaster Recovery tests.