SUMMARY:

• 12+ year’s as a Technical/Desktop Support/Administrator, experience with Confidential Windows Workstation and Server Operating Systems (7, 8, Server 2008R2, Server 2012, and Server 2012R2).
• Operational understanding of Active Directory, including GPOs, logon scripts, OU structure and security groups.
• Critical thinking skills and technical troubleshooting utilizing available resources.
• Ability to analyze system failures to minimize outages and interruptions.
• Scripting experience utilizing Windows PowerShell
• Professional Development Program certified

TECHNICAL SKILLS:

• C, C++, C#
• HTML, XHTML, DHTML, CSS
• SQL, SQL Server, Crystal Reports
• VB.NET
• ASP.NET
• Adobe Dreamweaver, After Effects
• Confidential Visio, Visual Studio 2005, 6.0
• Oracle Development, PHP
• ASP.NET Unix/Linux, Redhat - Fedora, Ubuntu
• XAMPP
• Joomla, Vtiger, SugarCRM
• Confidential Office 2003, 2007, 2010, 2013
• Windows 98, XP, Vista, 7, 10
• OpenOffice.org, StarOffice
• Troubleshooting
• Networking protocols LAN/WAN
• Novell GroupWise
• Confidential Outlook, Outlook Express
• Confidential, Confidential, Confidential
• Java, JavaScript
• Adobe Acrobat, PDF Creator
• Remedy

PROFESSIONAL EXPERIENCE:

Confidential, Glen Allen, VA

Technical Service Specialist I

Responsibilities:

• Provided Tier I and II support to Wachovia internal users on the company’s network that included approximately 30,000 users.
• Creating and implementing an active directory recovery plan.
• Troubleshoot network connectivity of the cable broadband modems.
• Provided routine phone, remote support, troubleshooting and systems maintenance, including backup and restore activities, updating patches and virus definitions, handling DNS and IP addresses and hardware troubleshooting.
• Provided professional assistance to internal customers having hardware and/or Software related problems with their supported HP desktop, laptop or peripherals.
• Resolved local area networking issues to ensure connectivity to the state network.
• Worked with the Infrastructure and Server teams as necessary to resolve incidents.
• Handled IT services that included but is not limited to network security, system monitoring, troubleshooting and remediation, alert resolution, system support for windows operating system, install upgrade/replacements for HP printers, laptops, and desktops.
• Used Confidential Office 2010, 2013 & Outlook, Windows 7 & 10, Networking, Confidential, Confidential, Confidential, Java, Adobe Acrobat, PDF Creator and Remedy software.

Technical Service Specialist

Responsibilities:

• Procuring new software and hardware.
• In-depth knowledge of marketing strategies and consumer trends
• Professional and personable demeanor with customers as well as coworkers
• Proficient in computer programs and able to type 40+ words per minute
• Provide desktop support using remote desktop or desk side visit.
• Organized and thorough in all work

Service Level 3 Representative

Responsibilities:

• Create new process monitors.
• Perform daily reviews of claims, calls and processes and periodic validation of processes monitored and recommend necessary changes and/or process improvements
• Send monthly results via MS-excel to Sr. Managers/customers/process owners in Operations
• Partner with business managers to identify root cause of defects; assist in resolution and troubleshooting.
• Identify contacts that will be responsible for correcting errors
• Log and track critical errors

Technical Representative

Responsibilities:

• Professional and personable demeanor with customers as well as coworkers
• Customer service-oriented
• Provided technical support
• Support active directory services.
• Administrated and supported office 365.
• Redirected or provided necessary follow-up with customer’s service management to ensure issues were satisfactory resolved.
• Product and service expertise
• Excellent communicator

Independent Representative/Project Coordinator

Responsibilities:

• Customer Service & Sales-via phone & in person
• Licensed and appointed to write Virginia life insurance & annuities.
• Provide clients with complimentary financial needs analysis. Based on the analysis, a plan is created that addresses insurance, debt, short and long term savings.

Technical Representative

Responsibilities:

• Assist in database conversion from Confidential Access to OnBase: Identify database requirements by interviewing customers, analyzing department applications, programming, and operations and evaluating existing systems. Recommend solutions by defining functional capabilities.
• Prepare users by conducting training, providing information and resolving problems.
• Provide information by answering questions and requests.
• Maintain quality service by establishing and enforcing organization standards.
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and benchmarking state-of-the-art practices.
• Contribute to team effort by accomplishing related results as needed.
• Create office production reports using Confidential Excel:
• Utilize Excel ribbons & UI, enter and format data, calculate totals & summaries through formulas, highlight data that meets certain conditions, and create simple reports & charts through the use of keyboard shortcuts & productivity tricks.
• Create Confidential PowerPoint Presentations:
• Collect and assemble information into MS PowerPoint within the agreed upon formats/ expectations.
• Transform generic, text-heavy presentations into more graphically engaging, concise and interactive experiences.
• Created chart work, line art, etc.
• Develop graphic elements to be used in presentations.