SUMMARY:

• As a highly skilled Information Technology professional with years of diverse technology expertise including: teaching, training, testing, security systems, programming, and project management .
• I work directly with stakeholders to support a wide range of technologies through various roles including: help desk application support, customer care, risk assessment, security protocol and administrative management in which I am committed to providing top quality solutions and services to my employer.

TECHNICAL SKILLS:

Software: IBM software, Remedy Ticketing System, Password Reset Tool, Cisco Jabber, Windows Remote Assistant Tool, Eclipse Luna, Active Directory, Microsoft Office Suites, Visual Studio, Adobe, SnagIt Editor, iPhone/iPad, Blackberry, PC Anywhere, DB2, SoapUI, Selenium HQ package, MASS 360

Programming Language: Java, Java Script, SQL, HTML, Visual Basic, C++, XML, UNIX

Networking: LAN/WAN, TCP/IP, VPN

PROFESSIONAL EXPERIENCE:

Confidential, Baltimore, MD

Helpdesk/Desktop Support Special Projects

Responsibilities:

• Successfully provide Tier I/II support for The Department of Health and Human Services (HHS) end users processing over 100 calls daily.
• Maintain Remedy Ticketing System to track/create incidents and process work orders.
• Resolved customer login issues and installation of approved software applications.
• Reset users passwords and unlock users accounts using Active Directory (Administrator tool).
• Requested by upper management to aid in the newly laptop migration refresh project including data transfer, reimaging and software installs for over one thousand users.
• Utilized Windows Remote Assistance (WRA) to remote into users computer to troubleshoot, mitigate and escalate issues found during daily operations.
• Install, configure and maintain software support for iPhone/iPad/ and BlackBerry devices.
• Test and debug programs according to detailed requirements prior to user distribution.
• Configured and installed security specialized software for Operation Divisions (OPDIV).
• Ensure compliance with internal and external email safety standards.
• Discuss cyber security efforts with management.
• Email Support
• Queue Management

Desktop Support

Responsibilities:

• Sucessfully configured network printers, desktop printers and scanners .
• Provided excellent customer service to about 25 users weekly.
• Deployed monitors and desktop for users.
• Installed, configured and maintained software support for i P hones/i P ads/laptops and desktops for deployment .
• Assisted end users with troubleshooting Outlook issues .
• Configured and tested new hardware prior to user distribution.
• Maintained Remedy Ticketing System to track/create incidents and process work orders.
• Utilized Windows Remote Assistance (WRA) to remote into users computer to troubleshoot, mitigate and escalate issues found during daily operations.
• Reset users passwords and unlock users accounts using Active Directory.
• Responsible for adding and removing workstation to and from the domain using Active Directory.
• Independently installed and maintained security software requirements.
• Ensured compliance with internal and external email safety standards.
• Discussed cyber security efforts with management.
• Stayed current with system recovery procedures to minimize losses should an attack occur.

Desktop Support

Responsibilities:

• Selected by upper management to serve as Team Lead at the Miami location to successfully set up the Network Switch including: laptop imaging, data transfer, removal of outdated equipment, setup security protocol and distribution of new equipment.
• Traveled to Philadelphia location to successfully set up the Network Switch including: laptop imaging, data transfer, removal of outdated equipment, setup security protocol and distribution of new equipment.
• Traveled to New York location to successfully set up the Network Switch including: laptop imaging, data transfer, removal of outdated equipment, setup security protocol and distribution of new equipment.
• Traveled to California location to successfully set up the Network Switch including: laptop imaging, data transfer, removal of outdated equipment, setup security protocol and distribution of new equipment.
• Traveled to Irvine location to successfully set up the Network Switch including: laptop imaging, data transfer, removal of outdated equipment, setup security protocol and distribution of new equipment.
• Successfully deployed Windows 7 and Microsoft Office 2010 migration including system and software updates.
• Generated positive results by streamlining business processes and reducing errors by 85%.
• Provided customer service including but not limited to password resets and system access.
• Resolved technical issues and provided excellent customer service to 150 users weekly.
• Controlled ticket distribution and tasks for staff, while managing ticket escalations.
• Increase customer retention by 75% by providing on excellent customer service.
• Prepared daily and weekly status reports and projections utilizing Microsoft Excel to upper management.
• Supervised and trained 3 new employees, focusing on their technical skills.
• Ensured compliance with internal and external email safety standards.
• Discussed cyber security efforts with management.