SUMMARY:

• Skilled IT Support Specialist with a Secret security clearance and a broad base of experience in technical support and operations. Fast worker able to resolve problems quickly, delivering high levels of customer satisfaction. Excellent knowledge of Windows desktop support and web design.

TECHNICAL SKILLS:

• Active Directory Reporting and documentation
• Adobe Creative Suite End - user support
• Citrix Troubleshooting skills
• CMS Experience (WordPress/Joomla) Software upgrades
• Detail-oriented Hardware installations
• Google Analytics Applications knowledge
• SharePoint 2007 Customer service
• MS Windows Website and portal monitoring
• MS Office Remote access technology
• Technical Support Problem Resolution
• Security Experience Website maintenance
• Workplace security Written and oral communication
• VMWare/Oracle VM Virtual Box

PROFESSIONAL EXPERIENCE:

Security Specialist

Confidential, Warner Robins, GA

• Provided escorting duties (100% accompaniment for all visiting personnel, service contractors and other non-resident, un-cleared personnel) into facilities or other designated classified/secure areas at Robins Air Force Base (RAFB).
• Performed various visual (observation) and physical test checks (hands on closure and proper locking of doors/windows/roll-up vehicle doors and other similar egress points) to ensure facilities remain entrance controlled.
• Received final Secret Clearance status in December, 2018.
• Supervisor: Michelle Furlough (Director of Operations) (478)

Onboarding Specialist / Document Processor

Confidential - Washington, DC

• Helped with onboarding drivers onto the Confidential system
• Review, maintain and organize driver documentation
• Find resolutions to driver issues and questions
• Respond to support issues both in-person and over email promptly
• Work closely with the driver operations and community operations teams to streamline process
• Had to be detail-oriented with not only the information that was provided but also if it adhered to regulations according to the location it was provided from (state laws, restrictions, acceptable docs.)
• Supervisor: Dan McGrew (US/CAN Program Manager) (240)

Web/Graphics Designer

Confidential - Ashburn, Virginia

• Created my own company and maintained multiple web sites for personal clients on a contract by contract basis
• Established web hosting for the site and uploaded the site to the hosting account.
• Created visually stunning websites for clients. Designed print and marketing initiatives for all website properties.
• Chose and registered domain name and maintained website and web hosting account.
• Conceptualized, planned and executed original designs for a wide range of website properties.
• Created web images in alignment with company message, including strategically using visuals to highlight featured products and services and producing content that converts users to purchasers. Promoted brand identity by creating company logos and delivering an attractive, user-friendly and unique website.
• Enhanced the functionality and appearance of the website and repaired functionality issues. Created the site layout and the user interface using HTML/CSS best practices.
• Configured site backup system to enable data recovery in the event of loss. Installed content management system security to prevent hacking. Created designs in a CMS environment.
• Used site analytics and metrics to define and monitor success.
• Liaised closely with client during design stage.
• Supervisor: Self

Web/Graphics Designer

Confidential, Plano, Texas

• Promoted brand identity by creating company logos and delivering an attractive, user-friendly and unique website. Designed print and marketing initiatives for all website properties.
• Conceptualized, planned and executed original designs for a wide range of website properties.
• Delivered services as the web developer, designer, application specialist and webmaster, acting as project manager for the transition.
• Conducted analysis to address WordPress website issues leading to the optimization and repair of the site.
• Chose domain names, completed registrations and maintained website and web hosting account.
• Created web images in alignment with company message, including strategically using visuals to highlight featured products and services and producing content that converts users to purchasers.
• Increased website security by keeping software up to date, using and safeguarding strong passwords and monitoring website for security vulnerabilities.
• Created designs in a CMS environment. Installed content management system security to prevent hacking.
• Supervisor: Anela Richie (Owner) (951) .

IT Support Analyst

Confidential, Plano, TX

• Provided technical support for national enterprise corporation for all divisions.
• Network, print server and password support for internal employees
• Created backend web site behind official MyPepsiCo.com portal for use as a repository by entire PSC Support Center (US/Canada) using Adobe Creative Suite and SharePoint 2007.
• Supported large scale upgrades and patches to multiple versions of Windows
• Verified and updated Active Directory roles, Identity Management accounts and PAAS admin accounts for all field locations and backline teams.
• Managed high levels of call flow and responded to technical support needs of customers.
• Maintained high tech support standards for quality and productivity metrics.
• Provided Tier 1 IT support to non-technical internal users personnel through desk side support services.
• Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users.
• Worked closely with backline team members to meet or exceed all customer service requirements.
• Used HP Service Manager (simiilar to Remedy) ticketing systems to manage and process support actions and requests.
• Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
• Identified and solved technical issues using variety of diagnostic tools including commercial and proprietary software.
• Engaged end users and answered questions via email, phone, website live chat and in forums.
• Supervisor: Adrienne Buckley (Team Lead) (972)