SUMMARY:

• Manages systems access for users of applications.
• Conducts periodic audits to ensure that the proper users have access to the proper systems.
• Identifies and drives process improvements.
• Works with statisticians and business analysts to understand and implement application stage decision models.
• Participates on project teams and creating process documentation/SOP.

TECHNICAL SKILLS:

• Proficient in using and trouble - shooting Microsoft Office 2003 and 2007 suite
• Daily use of operating systems such as Vista, XP, Windows 7
• Proficient with Right Now Web Ticketing System, and Remedy Ticketing System v.6.3, 7.5, 7.6; HP Service Manager
• DRA, which is an access tool to Active Directory giving user and profile ability
• Active Directory for locked accounts/password reset
• LANDesk software v.8 and v.9
• Microsoft Terminal Services Client
• Ability to provide software support such as Anti Virus, Printer Drivers, and Microsoft Office
• Call Center Operations, Customer Service, and Communications
• PIV card assistance
• RSA Assistance
• VPN/Nortel Client
• OWA
• Knowledge Link

WORK EXPERIENCE:

Confidential

IT Operations Support Specialist

Responsibilities:

• Manages systems access for users of applications.
• Conducts periodic audits to ensure that the proper users have access to the proper systems.
• Identifies and drives process improvements.
• Works with statisticians and business analysts to understand and implement application stage decision models.
• Participates on project teams and creating process documentation/SOP.
• Assist with managing essential mailbox for Confidential Branches.
• Periodically work on ticket queue
• Create work orders for branch associates

Help Desk Support Technician

Responsibilities:

• Provide administrative assistance to the Department of Justice which includes trouble shooting various issues.
• Assist end user's with computer and network related issues
• Answering incoming ACD calls
• Entering Remedy tickets for every call customers make to the helpdesk
• Completely document every ticket to include:
• Following up on all Remedy tickets opened
• Password resets
• New user/Account setup / Remedy profile
• Account Management tickets - (New User, Port lockdown request, …etc)
• Installation of approved software
• Installation of approved hardware
• Software/Application troubleshooting
• Receive Remedy tickets via Voicemail
• Training (New user, Special request, etc…)
• Involved in testing and pilot groups
• Fully troubleshoot JSRA/Citrix problems
• Run virus scans and diagnostics on PCs
• Notify Security of every possible virus
• Notify Security of every security violation
• Research PC and printer errors
• Instruct customers of proper policies and procedures
• Perform request fulfillments for all new accounts, deleted accounts, Add Hardware/Software, remote access, public shared folder access, public mailbox access, etc.

Help Desk Support Technician

Responsibilities:

• Provided assistance to the military personnel with site access
• CAC card registration with the AKO/DKO web portal
• Assist end user's with computer and network related issues
• Assisted users with building and successfully operating their Personal/Teams and Organizational site or Knowledge Center which is a SharePoint like application.
• Assist the users with uploading files, surveys and HTML information on their Personal site or their Organizational site
• Demonstrated a comprehensive knowledge on the principles and concepts underlying the AKO/DKO Web Portal including quick access to forms and regulations, installations, Army news, and AKO Knowledge Centers.
• Provides troubleshooting skills, technical aptitude, strong follow-through skills, multi-tasking ability, and strong analytical and problem-solving skills.
• Intake approximately 120 calls and 15 to 20 emails daily.

Teacher

Responsibilities:

• Plan and prepare educational activities, and projects for large groups of elementary school-aged children, enrolled in the before and after-school program.
• Provides leadership and ensures the safety and accountability of the children enrolled in the center.
• Provide educational workshops for children in which support independent thinking, and encourages cooperative behavior.
• Experiential learning, leisure time interests, and field trips are also an integral part of the child focused curriculum.

Property Manager

Responsibilities:

• Managed six properties in the Washington D.C. metro area and provided productive board and annual meetings.
• Provided detailed packages to the Board of Directors prior to the HOA meeting which consist of updates, on any upcoming and ongoing projects, concerns, as well as the financial esthetics of the community.
• Created an annual budget and distributed to the board of directors for modifications and approval. A copy is also provided to the community members for review and discussion.
• Conducted comprehensive walk-through inspections, and daily on-site management of the townhomes, and condominiums.
• Maintenance of records of all contracts, warranties and other items important to the verification of services performed on the property.

Fairfax Families4 Kids Mentor

Responsibilities:

• Provide a structured and trusting relationship for the youth
• Offer guidance
• Give support and encouragement which is aimed at developing the competence and character of the mentee.
• Provides support, counsel, friendship, reinforcement and constructive example.