SUMMARY:

• Highly dependable it professional with 20 years of experience in providing MANAGEMENT AND end user support for various government and corporate users, web design, help desk support functions and business analyses.
• Experienced in installing, configuring, and troubleshooting secure lan’s wan’s, & intranets. consistently managed numerous simultaneous technical projects and networking solutions that both accommodate special project needs on time and within budget.

TECHNICAL SKILLS:

Applications: Adobe Acrobat, Automatic Call Distributor (ACD ), BlackBerry, BMC Remedy Service Desk, BusinessObjects, Citrix, Dameware, Dreamweaver MX 4.01, Federal Financial Management System (FFMS), FrontPage 2000,Ghost, Lotus Notes, RightNow Web, Service Now (knowledge of), Travel Manager (TM), VMWare (knowledge of), Virtual Private Network (VPN)

Operating Systems: Windows 7, Windows XP, Windows Vista.\

Office Package: Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint, Microsoft Outlook

Programming: HTML, JavaScript, SQL, PowerShell

Database: Integrated Records & Information Services (IRIS) (database/web content management system)

PROFESSIONAL EXPERIENCE:

Confidential

Help Desk Specialist

Responsibilities:

• Manage/Supervise team of IT technicians.
• Provide technical support and assistance for incoming queries and issues related to computer systems, software, and hardware.
• Assign tasks that require hands - on assistance to the proper personnel (desktop technician, network administrator, Information Assurance Manager, programmer, software expert or management).
• Research necessary solutions pertaining to vendors, the NEC, USAMRMC or USAMITC.
• Insure customer service levels are maintained above standards (CRM)
• Dispatch tickets to on-site IT technicians to insure equity of ticket workload and optimal use of technician skills.
• Manage, escalate, status, and assist, coordinating repair efforts on Service Assurance issues
• Resolve and follow up with any technician/customer related ticket escalations within a timely manner.
• Resolve issues that may stop the workflow process.
• Implement and maintain processes that detail best practices based on ITIL standards to enable and optimize IT services.
• Quality Control Management DIRFT
• Streamline and improve business processes to help improve improve efficiency.
• Provide account management services to customers, which includes in-processing of users, modification of user information in GAL, Remedy and ADUC, password resets and account unlocking in ADUC and Oracle, and out-processing by terminating or transferring user accounts.
• Provide customer support in areas of problem identification, problem analysis, problem resolution, hardware, software, network, communications and CAC registration/PIN reset.
• Performed notifications and status of all incidents to high level internal leadership and client while managing SLA's
• Coordinate remote user access and software System Center Configuration Manager (SCCM) pushes (patches, updates, add removal). Draft/review and disseminate IT messages sent to all USAMRIID users,
• Maintain multiple lists of valid users of licensed software, i.e., Adobe, EndNote, Reference Manager, and report to CIO.
• Manage IT technician’s performances.
• Prepare and present material for monthly USAMRIID Newcomers’ Briefing.
• Prepare detailed metric reports as required, utilizing Remedy and other necessary reporting tools.

Confidential

Desktop Support Engineer III

Responsibilities:

• Provided Tier II help desk support to IT Customer Support Center customers - hardware, software, networks and communication devices via remote access, at desk side and in technical shop
• Logged and Tracked all requests via Remedy 7.6 Ticket Tracking Systems
• Troubleshot and resolved technical issues related to hardware and software - laptop, and desktop diagnostics, image new systems, printer troubleshooting, Blackberry devices.
• Installation of Virtual Desktop Infrastructure (VDI).
• Stayed up to date with the most current Confidential information security policies and security accreditation process.
• Security Technical Implementation Guide (STIG) - minimizing network-based attacks.
• Information Assurance Vulnerability Alert (IAVA) Remediation - mandated updates to the configuration of an asset - patch the systems or make desired configuration changes as per the IAVA or come up with a plan of when the desired changes will be made called a Plan Of Action & Milestones (POA&M)
• Answered and responded to inbound calls/emails in a timely and professional manner (servicing the Department of Defense).
• Ensured quality customer service to all end users in.

Confidential

Help Desk Analyst

Responsibilities:

• Addressed and resolved basic incidents and requests and logged all incidents and requests
• Engaged other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of my ability or responsibility
• Answered and responded to inbound calls/emails in a timely and professional manner (servicing the Department of Defense).
• Maintained, updated and tracked records using Remedy 7.6 Ticket Tracking Systems and RightNow Web.
• Implemented and Maintained of accounts using Active Directory (AD)
• Apply systems patches.
• Resolved technical problems and answered via telephone in support of internal and/or outside customer computer hardware, software, network, and telecommunications system’s needs.
• Diagnosed, identified, isolated and analyzed issues by tracking historical database records.
• Updated and maintained historical database records in accordance with company standards.
• Troubleshot software i.e. Microsoft Office, Outlook messaging issues, COTS
• Troubleshot hardware i.e. Blackberry devices, printers, and connectivity issues with PC equipment
• Troubleshot remote access i.e. VPN and Citrix
• Interviewed new potential staff members.
• Managed and trained new staff members.
• Worked within an IT Infrastructure Library (ITIL) service delivery, process development, and process compliancy environment.

Sr. Tier 2 Help Desk Analyst/Assistant Project Manager

Responsibilities:

• Sr. Help Desk (Tier 2) Support For Federal Financial Management System (FFMS) and Travel Manager (TM)
• Monitored the Remedy Help Desk Queues’ for incoming requests for technical support and reports for both FFMS/TM systems.
• Monitored and modified FFMS/TM user profiles and accounts.
• Provided support in the creation, deletion and suspension of profiles and user accounts in FFMS.
• Application Management
• Manage file shares, distribution lists.
• Generated weekly and monthly application reports to vendors and technical community.
• Analyzed technical reports for resolutions.
• Implemented and developed policies and procedures that were in tune with companies regulations and expectations
• Identified problems and recommended necessary improvements.
• Documented user problem notifications and solutions in the BMC Remedy Action Request System(Remedy)
• Relied on extensive experience and judgment to plan and accomplish goals.
• Managed, supervised, trained and mentor staff on FFMS functionality, help desk procedures and to use software efficiently.
• Stood in for Project Manager (maintain helpdesk, proxy at meetings, staffing interviews, SLA compliance) Interim Project Manager.
• Performed data conversions and repairs of customer data in order to meet specified program requirements.
• Quality Control Management DIRFT
• Service Performance Reviews
• Facilitated and participated in conference calls with customers and other technical departments.
• Monitored Service Desk operations and escalated tickets to ensure client's problems are handled as expeditiously as possible.
• Acted as a focal point within the enterprise for escalation and communication activities for outages and downtimes related to the Business Applications and Infrastructure.
• Ensure that service recovery is handled expeditiously and that systematic issues and problems are addressed proactively and are communicated to senior management and executive levels for awareness and prioritization.
• Created the Office of Financial Management (Department of Justice) Web Site.
• Created new Travel Manager User interface site and the Federal Financial Management System (FFMS) Automated UserID Request Process user interfaces.
• Participated in User Acceptance Testing
• Provided technical support to Department of Justice Standard software related matters for continuous improvement opportunities.

Confidential, Washington DC

Business Analyst/Web Coordinator

Responsibilities:

• Conducted comparative analysis of automated requirement management tools to determine most advantageous to implementation of the stakeholder approved requirements management plan
• Served as the department’s chief technical resource for the systems including database architecture, file structures and formats, system functionality, reporting methodologies, and available user interfaces.
• Served as a liaison between the business and technical stakeholders and coordinated requirement base lining and change control effort.
• Responded to requests for proposals, making presentations to customers, and negotiating project timelines and deliverables. Utilized project management methodologies (SDLC).
• Analyzed business process to identify opportunities for improvement, developing process documentation, and designing performance-based training programs.

Confidential, Washington DC

Information Assistant/Web Coordinator

Responsibilities:

• Units WEB Site coordinator.
• Participated in life-cycle software design/development of Integrated Records & Information Services (IRIS) SQL database.
• Successfully completed User Acceptance Testing
• Documented business requirements and developed software requirement specifications, utilized cases and functional specifications.
• Served as primary technical liaison to clients. Investigated and evaluated available technical solutions to determine best match to business requirements.
• Participated in baseline system design, software configuration management, data conversion, interface development, data warehousing and training.
• Acted as the information resource person for the group by identifying and categorizing information that is useful to the unit as whole or specific sectors and maintain awareness of changes in regional processing guidelines for the department.
• Reviewed and suggested enhancement and changes to the technical systems used throughout the department through monthly reports.
• Acted as liaison between department personnel, technical providers, outside venders.
• Improved and prepared internal documents i.e. quarterly newsletters, web content and Standard Operating Procedures.