Program Manager Level -3

Employment History:

Confidential

Independent Information Technology

Consultant

Provide independent information technology consulting services to, including but not limited to: Upgrade/repairs Imaging and deployment small business networks

Confidential

Membership Services Representative

• l Provide high-quality, enthusiastic and prompt customer service to members. Interface daily with hundreds of members. Effectively manage service demands that fluctuate throughout the day.
• l Build and maintain customer relationships to promote customer loyalty, gain referrals, and elevate positive word-of-mouth advertising.
• l Promote the YMCA's brand in order to increase membership sales. Educate members about the advantages of the YMCA by effectively explaining the advantages and benefits of YMCA services.
• l Manage member support services and facilities. Review facilities and operations daily. Ensure all services and equipment is operational, clean orderly.

Confidential

Computer Support Specialist

• l Provided top-notch customer and technical support in a high-paced office of 250 professional analysts, public policy, and budget experts.
• l Received, logged, and tracked help approximately 15-20 desk calls per day. Performed technical analyses to diagnose and resolve difficult customer support requests related to integration or configuration issues and supports systems involving several different platforms, operating systems, applications, and desktop configurations.
• l Performed remote technical supports using telephone and remote control tools. Performed software upgrade through SMS.
• l Migrated office email platform from Novell GroupWise to Microsoft Outlook 2007.
• l Utilize various remote management technologies including WinVNC, SMS, Remote Desktop, Active Directory
• l Installed, configured, imaged PCs, troubleshot, and maintained customer hardware and software.
• l Advised end-users in computing and networking components to meet their business needs.
• l Received formal acknowledgment from the Director for process excellence.

Confidential

Help Desk Analyst

• l Provided technical /customer support to requests for service that originated by telephone, email, web, and chat from over 500 users in a fast-paced office located in three different buildings. Interacted effectively and courteously with end-users.
• l Troubleshot and performed technical analyses to diagnose and resolve difficult customer support requests related to integration or configuration issues and support systems involving a wide variety of different platforms, operating systems, applications, and desktop configurations.
• l Guided users through a series of steps to determine problems. Classified level, priority, and nature of problems.
• l Deployed a series of new PCs for at least 300 users.
• l Opened, tracked, and closed trouble tickets ensured problem ownership and promoted end-user satisfaction. Maintained accurate and up to date activity records.
• l Installed, configured, imaged PCs, troubleshot, and maintained customer hardware and software.
• l Advised and trained end-users in computing and networking components to meet their business needs. Kept up to date on technologies used by customers.

Confidential

Field Technician

• l Delivered prompt and accurate onsite, technical support on a variety of computer and network problems to law firms, corporate offices, and residents of the District of Columbia. Typically, completed over 15 work orders per day.
• l Assisted with the implementation and daily operation of major computer hardware, software, and networks.
• l Installed and tested network applications. Monitored network performance and analyzed and diagnosed networking problems.
• l Provided support for corporate office phone system, Avaya Merlin Magix
• l Performed local area network configurations.
• l Monitored, analyzed, and resolved end-users' problems and provided informal training and assistance.
• l Provided system-and component-level repairs for desktops, laptops, printers, and other computer peripherals and electronic equipment.

Confidential

Teacher

• Instructed Algebra I and Geometry to a 9th grade classroom.
• Implemented stimulating lesson plans to capture students' attention and interest.
• Utilized discussion-based lessons centered on real-life situations to show students the importance of getting a solid education and how Math correlates to everyday life.
• Created and administered weekly quizzes and monthly tests to track students' progress and understanding of the concepts.
• Conducted parent conferences.
• Implemented a Talent Development model, an initiative developed by the Johns-Hopkins University aimed to improve student performance and engagement through changes to organizational structure and educational processes of middle and high school.

Confidential

Technical Assistant

• l Managed and maintained a PC/Mac computer lab used by faculty and students.
• l Assisted faculty members with integrating technologies and software programs into their courses.
• l Provided technical instruction and assistance to students creating projects using Microsoft Word, PowerPoint and Excel, Microsoft Publisher, Adobe Photoshop, Adobe PageMaker, and Adobe Photoshop.
• l Imaged PCs using Ghost and Macs using a Firewire drive.
• l Worked on eMac as well as first- and second-generation iMac.
• l Troubleshot and resolved students' computer and network problems.

l Confidential

• l Prepared students for Massachusetts Comprehensive Assessment System MCAS .
• l Collaborated with special education teachers to provide academic support for students.
• l Assessed the academic needs of students using their Individualized Student Success Plan ISSP .
• l Conducted both pre and post assessments for every student.
• l Developed engaging curricula and provided targeted instruction designed to build upon students' strengths with the goal of improving mathematic and literacy skills.

Confidential

Technical Assistant

• l Troubleshot and upgraded memory, hard drives, and operating systems on first and second generation Macs, and eMacs.
• l Backed up all staff data using Retrospect for Mac OS-9 and OS-10.
• l Troubleshot and maintained staff workgroups and servers G3 and G4 Power Macs.

Confidential

Technology Specialist

• l Provided in-classroom technological assistance and support, including troubleshooting and inspecting Mac- and PC-compatible printers.
• l Effectively maintained NT 4.0 and Hi-Q network servers, Outlook Express, Eudora, Windows 2000, Windows XP, Windows 98, Windows NT, Windows 95, and Macintosh OS-9 and OS-10.
• l Installed and upgraded MS Office, Adobe Photoshop, Adobe PageMaker, Adobe Illustrator, Freehand, and Final Cut Pro for PCs and Macs.

Confidential

Director of Computer Technology

• Trained middle and high school students in the areas of robotics and computer technology.
• Demonstrated how to construct, program, and operate various robots.
• Instructed students in how to build, use, and understand PCs.
• Instructed students and staff in M.U.S.I.C. Intranet and mathematical software.
• Managed computer component of after school programs.