Professional Profile

• IT Professional seeking to provide a company with exceptional customer service, excellent analytical, organizational and multi-tasking skills as a motivated self-starter that works well individually and also works great with a team.
• Maintains current technology and business knowledge to provide creative and critical thinking skills, great problem solving skills that will contribute to the attainment of an organization.

• Microsoft Certified IT Professional MCITP 05/2012
• CompTia Project + Certified Professional 02/2011
• CompTia Security + Certified Professional 09/2008

Confidential, Ft. Lee, VA
PC Support Technician II 02/2012 - 05/2012

Provided technical support to users for computer software and hardware issues, instructed users on proper use of software, systems and provided instruction and guidance for users on revised interface techniques. Received, logged and investigated customer service calls, provided technical support to students that may have connectivity issues or issues operating Standard Army Management Information Systems (STAMIS). Supported configuration management process identifying opportunities for improvement. Provided LAN/WAN technical and administrative support, analyzed or assed existing and emerging technologies to ascertain their relevance to the existing software support environment.

Desktop Support Analyst 06/2007 - 05/2011

• Provided Subject Matter Expert (SME) technical and analytical support for the Department of Defense Commissary Agency's headquarter and 275 stores worldwide. Local and remote desktop support of more than 6500 workstations and approximately 17,000 users worldwide within DOD Information Technology infrastructure. Supported users via phone, email and desk-side, created, maintained and followed up on tickets until resolution providing in detail user issues and resolution techniques.
• Trained users on various system applications, software and ensured users follow and practice DOD security policies and procedures. Satisfied the expectations of the Agency in availability, reliability of data, systems, services and products. Supported release management of new and existing software and contributed to the organization's best practice policy.
• Provided remote desktop support utilizing SMS, managed Remedy ticketing system, installed and supported users with VPN, Microsoft Office Suite, VOIP, and LAN resolutions amongst providing support for several government databases and software. Evaluated risk and vulnerabilities to implement mitigation improvement and dissemination of IT security tools and procedures. Maintained compliance with program standards, supported production and maintenance, and user account management in Active Directory (AD).

Configuration Technician (project) 11/2006 - 04/2007

• Configured approximately 10,000 computers for data migration at Philip Morris Richmond, VA and Concord, NC locations, PC imaging, ran scripts, security patches and additional software installation. Troubleshot hardware and software issues with users after migration, managed group polices and user accounts in Active Directory and System Management Server (SMS) Client support. Managed, generated and compiled reports on returned and newly installed assets, implemented and organized teams and assets for deployments.

• Provided email and automated system requests for the Home Service Specialist (HSS) staff (approx.250), processed and compiled extension reports for two loan channels, very detailed oriented. Executed pricing of loans with approx. 50 plus products and programs for each loan channel with excellent efficiency and accuracy. Researched and responded to all customer and broker issues with change request of products and pricing in a timely manner. Maintained detailed documentation of all changes and presented progress reports to senior staff.

Processed loans, maintained accuracy and integrity of required documents, analyzed and implemented procedures for a variety of loan programs. Negotiated and counseled lenders and brokers on pricing options, performed price analysis with review of cost breakdown to determine eligibility. Compiled and maintained daily reports of processed priced and locked loans reported to management. Exceptionally knowledgeable and experience with a vast variety of loan programs and specific requirements for each program, maintained and ensured document compliance following principles, policy, procedures and FDIC Laws & Regulations. Outstanding customer service skills and work ethics effectively resolved tasks in a timely manner with excellent multi-tasking, organizational skills and proven to work great with a team without limitations of working individually.

Associate in Arts in Information Systems 04/2011

Technical Competencies

• Unique DOD and commercial software, databases and systems, analyzed, evaluated, and improved hardware, software systems, and equipment/application testing methods with a full range of IT security principles, concepts, techniques, and operations of products and services.
• Dell, HP, Mac hardware maintenance and support; desktops, laptops, printers, plotters, scanners, copiers, Common Access Cards (CAC), Microsoft OS XP, 7 installation, maintenance and support; Microsoft Office 2003, 2007 & 2010, Outlook Exchange, Visio, Project, Cisco VPN, VOIP, SDLC, Project life cycle; Configuration management, Software release management, troubleshooting network issues, installing and configuring Cisco IP Communicator;