SUMMARY:

• Communicate effectively, both orally and in writing; ability to understand and carry out verbal and written instructions
• Work within a para - military organization and respond readily to directives
• Establish and maintain effective working relationships with co-workers, supervisors, and the general public; to work effectively as a team member

TECHNICAL SKILLS:

Software applications: WP, MS-Word, PowerPoint, Access, Lotus Notes, Excel, PC Tools, Adobe PDF, Acrobat Writer, Distiller, LaborPro Scheduling software, Metasploit, SNORT, WireShark, NMAP, VMWare, VirtualBox, Active Client, PowerShell

Operating Systems: DOS-WIN, MS-DOS, PC-DOS, MAC OS, Kali Linux

Hardware Systems: PC-LAN, XT, AT, Compatibles 

PROFESSIONAL EXPERIENCE:

Confidential, Alexandria, VA

Software Engineering Support Analyst II

Responsibilities:

• Coordinate installations at customer sites prior to field technician arrival for implementation and serve as a post-implementation point of contact for customers
• Provide telephone and email support, regular communication to customers regarding project schedules and implementation status
• Verify technical equipment has arrived prior to implementation date
• Coordinate with vendors and customers following appropriate policies and procedures
• Navigate multiple systems concurrently to optimize efficiency and response time of requests
• Use Microsoft Excel Spreadsheets to manage site and project details
• Use the Active Client remote desktop to ensure systems are operational and up to standards
• Establish specifications in written documentation and coordinate production with programmers

Confidential, Tysons Corner, VA

Technical Specialist

Responsibilities:

• Provide first-level technical support to end-users on proprietary software and applications including installation, basic usage and appropriate service level to warranty
• Assist team members and provide support and solutions to customer queries to meet company objectives
• Maintain updated knowledge of company products and services to better provide customer support and service solutions
• Manage base level IT support to consumer clients
• Maintain composure and patience in face of difficult customer situations

Confidential, Tysons Corner, VA

IT Specialist

Responsibilities:

• Acted as a member of the setup team to develop customer relationships with the ulture.
• Installed software such as IWork’s, Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Confidential Technologies as a member of the setup team
• Trained customers of various backgrounds and levels on how to use their personal/business technology, which consist of products such as MacBook, MacBook Pro's, Mac Air, iMacs, iPad, all iPod Models, and iPhones
• Provided concrete customer service and support of all standard applications and hardware including hardware resets, password resets/setup, account setups, iTunes and App Store walkthrough
• Performed basic troubleshooting procedures on iOS devices and MAC OS Computers
• Delivered exceptional customer service while maintaining a high degree of professionalism
• Built a community of loyal customers

Confidential, Woodbridge, VA

Bakery Team Leader (TL)

Responsibilities:

• Managed bakery operations, employee schedules, customer relations, action planning, and food and human safety
• Wrote three reports per week for managers and team
• Led a team of bakers and 8 sellers
• Provided and executed a variety of employee standards, continuous improvement, and guidance in the work environment.
• Fostered communication, composure, and relations to ensure a well-balanced staff rapport, in addition to their performance
• Created a structured environment for team goals and for task priority accomplishment, through the use of delegation and time-management
• Made quality and timely decisions based on considerations for the customer and employee, while enforcing corporate and regional regulations
• Analyzed employee work performance to provide feedback in the form of goals, reviews, or other guidance
• Ordered product for purchase using forecasting based on service levels
• Maintained operational efficiency through the use of mechanical equipment including: motorized pallet jack