SUMMARY:

• Security Clearance: Public Trust, National Science Foundation, and Social Security Administration Federal Agencies. Possess excellent leadership qualities including software training, organizing, problem solving, and managing, budgeting and planning skills.
• IT support with several years of software/hardware experience in the area of Operating Systems, Programming, implementation, training, consulting and software support. Educates users in the effective utilization of new system functions while providing support, guidance and maintaining a positive client relationship.
• Software Implementation and Training, Systems Optimization
• Customer Relationship Cultivation, Ability to manage multiple tasks in a pressured environment
• Trained clients on policies and procedures federal agencies
• Problem determination, Problem diagnosis, Problem resolution
• Provide Knowledge Base article suggestions. Delivering training and educational courses via classroom setting, conference, seminar), web - based (i.e., Internet/Intranet, software packages and computer applications) system.
• Performing training related administrative tasks; developing and maintaining training databases; Translating learning needs into workshop and remedial training modules. Network experience including TCP/IP, DHCP and DNS.

TECHNICAL SKILLS:

• Microsoft Office Suite (Word, Excel, Access, PowerPoint, Publisher)
• Lotus Spreadsheet
• Oracle Database
• Adobe products including Photoshop InDesign
• Illustrator and video conferencing products
• HTML. Internet Web Browsers
• McAfee ePO
• Nessus Security Manager and Splunk Enterprise. Windows Operating Systems including 98
• 8
• Vista
• XP
• ME. POS Software & Tools Hardware
• Apple products including IPad
• IPhone
• IPod
• IBM MINFARME
• MVS/ESA-OS/390
• JES3 V4
• DFMS
• SMS
• ASTEX
• ISPF
• INFO SYSTEMS
• SNA
• Top Secret
• CICS
• OPS/MVS II
• ACF/NCP
• VTAM
• IDMS Release 12+
• DB2
• HSC
• Net view
• Connect: Direct
• TCP/IP. Windows Operating System workstation/server
• Microsoft Systems Management Server (SMS) 2.0
• Microsoft Exchange/Outlook client/server applications
• Transmission Control Protocol/Internet Protocol (TCP/IP) very high speed Backbone Network Service (vBNS)
• Multi-Protocol Label Switching (MPLS)
• VoIP and Cisco routers. Microsoft SMS
• Active Directory
• TCP/IP
• VoIP and/or Cisco routers. Microsoft Exchange/Outlook client/server applications.

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, Virginia

Desktop Support Tier2

Responsibilities:

• Assigned to NTT Data Corporation on site at the National Science Foundation Federal Agency.
• Provide support of an environment composed of 90% Intel based PC and 10% Apple workstations, Apple Genius expertise and several custom business applications.
• Responsible for assisting customers when they call into or walk into the customer service center, remotely, or at the customer’s location. Perform resolution of workstation issues (diagnosis/remediation, application install/configuration/removal, performance analysis/tuning).
• Provide Tier II support escalates to the eBusiness team for more detailed level of support. As a Tier II engineer consult with appropriate manufacturers where required in coordination with the business.
• Perform Hardware/Application Support (Diagnosis/Remediation, Access (password) Reset, Application Install/Configuration/Removal, and Performance Tuning), Incident/Request (Analysis, Documentation).
• Perform Workstation Imaging/Reimaging, Mobile Device Management (Provision, Reset, Remote Wiping), Printer Support (Setup, Toner/Parts Replacement, Queue Setup, Diagnosis/Remediation).
• Perform Root Cause Analysis and provide Active Directory Management, Miscellaneous Support (Email, Meeting Room, Video Teleconferencing, Moves, Large Data Moves).
• Perform effective written and excellent oral communication skills, ITIL Service Management, Policy Analysis, Workstation Patching/Testing, Desktop Engineering, CRM/Ticketing/ACD Systems, Release Management and Knowledge Management.

IT Help Desk Support

Responsibilities:

• Assists SSA customers with problem identification and resolution of multiple Windows network client/server hardware and software training needs. Supporting various software, LAN/WAN and stand-alone peripherals, Lexmark and Dell printers, network connectivity, diagnosing, mainframe platform applications and print problems, and general customer procedural issues nationwide and internationally.
• Provide problem reporting and resolution services to a wide variety of agency network customers for numerous LAN/WAN devices, system platforms, Commercial off the Shelf (COTS) software, and agency-specific applications and IT hardware.
• Assists SSA customers with problem identification and resolution of multiple Windows network client/server hardware and software training needs. Supporting various software, LAN/WAN and stand-alone peripherals, Lexmark and Dell printers, network connectivity, diagnosing, mainframe platform applications and print problems, and general customer procedural issues nationwide and internationally.
• Intake information related to problem intake for ticket documentation. Update problem, troubleshooting steps and resolution in ticket closure through the Change Asset Problem Reporting System (CAPRS). Follow all provided processes and procedures as they pertain to initial contact, data backup, tear down, OS and program installation, data restore, follow-up and follow-on troubleshooting
• Provide Level 2 technical support in the implementation of these new technologies, including desktop/operating system upgrades; workstation, laptop and printer refreshment; and other new technologies as introduced
• Troubleshoot and document tickets assigned to the Problem Management Queue, in conjunction with special projects. The Problem Management Queue is a queue for Level-2 assigned problems.
• Participate in formal meetings and consultations about SSA components, software and hardware, vendors and management to address unresolved known problems requiring quick resolution.
• Reviews closed CAPRS problem records for identification of recurring problems for future occurrences and make recommendations to be incorporated into Knowledge Base. Reviews and update Knowledge Base articles for best troubleshooting practices.
• Troubleshoot LAN/WAN problems up to the switch. Provide supports for Virtual Private Network (VPN) access as well as hardware and software support.
• Compose and post SSA alerts on to quickly notify users of network problems causing widespread loss of application availability. Maintain updates to alerts until problem or event is successfully closed.
• Identifies and quickly post critical severity 1 operational problems. Research, analyze, and determine the cause with the in house Knowledge Base system. Thoroughly document and report problems to lead staff in order to assure that corrective measures are implemented.

IT Software Trainer/Batch Release Support/Analyst

Responsibilities:

• Create and maintain ongoing software life cycles. Developing and revising workbooks and class instructional materials associated with standard and customized workshops, Conduction training evaluation, Analyzing and identifying training needs, communication and skill set requirements.
• Support software batch release schedules, perform project management duties.
• Conducting face-to-face and online training; attending and participating in meetings and committees; and Making presentations as needed. Manage day-to-day client relationships and communications at client progress meetings and briefings. Prepare progress reports and client briefings. Prepare quality project deliverables.
• Plan and execute various projects programs within client governance structure. Support client growth initiatives by identifying additional opportunities and scoping/responding to follow-on tasks. Audit and review activities associated with configuration-controlled changes to ensure that release tracking numbers (identifiers), change control numbers (identifiers), and supporting materials are properly associated with all aspects of batch releases.
• Coordinate with SSA representatives from within and outside of DBOPC department to ensure that software release tracking numbers (identifiers), change control numbers (identifiers), and supporting materials are properly associated with all aspects of batch releases.
• Develop requirements, use cases, user story and acceptance criteria.
• Create system and technical documentation for technical users.
• Research current functionality to determine additional requirements as a result of missing features or defects.
• Facilitate requirements gathering meetings to solicit business needs for next release of updates.
• Regularly meets federally-mandated deadlines by understanding the documentation needs, collaborating with team members, and efficiently scheduling work.

Election Support/seasonal/on call

Responsibilities:

• Execute polling precinct procedures and trained clients on policies and procedures for the election. Troubleshooting election voting machines, software and interpretation of election rules and guidelines.
• As a team lead ensure that voting machines and software products are operating properly and that voting procedures are followed and coordinate team members’ tasks during election nights.
• Coordinate and communicate between the polling precincts and the Board of Election, ensuring the proper regulations of Maryland State and Federal laws.
• Set up and test the polling places and equipment.
• Testing and Set up the voting equipment and all related software.
• Provided onsite implementation including establishing policies and procedures, system configuration, end user training, and go live.
• Consults with various clients to provide insight for best practices through monitoring, evaluating and education in order to meet Meaningful Use goals.

Pharmacy IT Support

Responsibilities:

• Helping pharmacists provide medication training to patients counting tablets. Labeling bottles.
• Organizing inventory and alerting pharmacists to any shortages.
• Accepting payment for prescriptions and processing insurance.
• Entering customer or patient information into a computer system.
• Performing IT duties, administrative including answering phones, and operating cash registers and Point of Sales equipment.
• Maintaining proper storage and security for drugs and patient profiles.
• Maintaining equipment, lab and work areas.
• Referring any questions regarding prescriptions, drug information, or health matters to pharmacists. Performing retail pharmacy duties such as receiving, verifying and preparing prescriptions prior to Checking by a pharmacist. Performed Post Conversion Assessment and Optimization Evaluations.

Retail Coordinator

Responsibilities:

• Responsible for assisting in the management and daily operations of the Store.
• Assigned to work in various areas of the store, including merchandise presentation, processing, markdowns, cashier, customer service, dressing rooms
• Crew Trainer, Trains Store Associates on proper merchandising procedures and markdowns and Point of Sales software, electronic reports and computer transactions
• Greets, interacts with and thanks customers on a regular basis
• Maintains housekeeping standards of area, including ongoing recovery.
• Maintain and operate cashiers, computers, and Point of sales (POS) equipment.

Assistant Manager

Responsibilities:

• Managed staff and restaurant operation. Received orders, processed payments, responded appropriately to customer issues. Crew Trainer, Trained staff and coached on standards and procedures.
• Prepared shift sheets, shift audits, and daily safe audits. Placed orders and inventoried supplies.
• Worked on front line, Taking customer orders, collecting funds using Point of Sales (POS) equipment, computers, and cashiers.

IT/Customer Service Advisor

Responsibilities:

• Assisted customers with their auto service’s needs, estimating repair costs and explained recommended repairs
• Kept abreast of all manufacturer warranty information and accurately and efficiently relayed that information to customers. Effectively completed all records and product inventories
• Provided computer desktop support for automotive industry applications and software.
• Provided technical assistance to computer system users. Answered questions or resolve computer problems for clients in person, via telephone or from remote location. Provided assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, and operating systems. Installed and performed repairs to hardware, software, and peripheral equipment, following design or installation specifications. Oversaw the daily performance of computer systems.