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Technical Analyst Ii Resume

Washington, DC


To obtain a position that will allow me to utilize my customer service
and technical skills. While also enabling me to enhance in the technical
attributes within a strategic organization.


05/2009- 10/1/2011 Confidential, MD
Technical Analyst II

  • Provided network system administrator access support for (NIH)
  • Followed department procedures for successful incident management
  • Expertly handled customer requests for IT assistance
  • Contributed knowledge and update information to maintain the service desk training manuals
  • Ensured outlook is configured for smartcard PKI
  • Assisted end user with Network Connectivity VPN (any connect)
  • Configure and install RSA (key token/key fob)
  • Install user PKI certificate for NIH smart card
  • Assist users with how to use PKI with outlook
  • Provided excellent support and follow up for cases referred to escalated support tiers

08/2007-02/09 Confidential, Washington, DC
Lan Administrator/Blackberry Tech

  • Administerednetwork and local printing issues
  • Provisioned client with network login ID and password rests
  • Administered account creation/deletions via AD
  • Installed/trouble shoot IPASS (VPN)
  • Configured/trouble shoot RSA tokens
  • Handled all enterprise activations for blackberries using Blackberry Manager (Bes server)
  • Managed all blackberry related issues
  • Added/Removed machines on domain/Used patch tool to handle port resets

07/2007-08/07 Confidential, VA
Help Desk

  • Configured internal employee accounts
  • Assisted with time card issues
  • Acted as a liaison between Engineering, Operations, and Sales, Marketing, Customer Care, Corporate Engineering and our customers.
  • Performed 1st line diagnostics on subscriber network using hpOpen View service desk 4.5 ticketing system.

08/2003-04/2007 Confidential, MD
Client Technical Support

  • Accepted inbound called from realtors, brokers, & VP’s and pending new clients. Introduced new clients/employees to their account via our web site. Instructed clients/co-workers on generate & installing costar certificate on their computer.
  • Troubleshoots any errors/problems involving costar group web site
    give tutorials via WebEx on the all products.
  • Created and set up all clients in internal system (CRM, Enterprise)
  • Reset passwords. Create user names. Discuss pending issues involving web development with our web developers.
  • Discussed pending issues with web developers.

12/1999 – 02/2002 Confidential, VA
Wireless web tech

  • Provided technical and consultation support for new products and services using P2k, Clarify and actiview preparatory soft & hardware.
  • Educated customers on HTML& HDML handset and internal e-mail accounts on handsets.
  • Resolved network and technical problems associated with wireless data system responsible for resolving any remedytrouble tickets concerning
    wireless phones service.

06/1999 – 12/1999 Confidential, Herndon, VA
Customer Service
Assisted customers with conversion process.
Disconnected old sprint spectrum cell phones. Walked client through activation of new sprint pcs cell phones using actiview & clarify.
Explained the new sprint pcs products and services to clients explained all the new features on new cell phones.
Assisted with billing issues.

  • Worked on special projects; Worked in accounting disconnecting accounts.

Education : Confidential

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