OBJECTIVE:

To work as a seasoned professional and apply my acquired skills in an aggressive and challenging atmosphere.

DOD 8750 Certified, E-Quip Certifiable

TECHNICAL SKILLS:

• 26 Years Customer Service Experience
• 22 Years I.T. Experience
• 11 Years Management Experience
• 09 Years Metric Experience

Security Certified

Operating Systems: Windows, MAC Software: SMS, Microsoft Office, Active Directory, Citrix, Internet Browsers, Adobe, Ghost, Blackberry Desktop Manager, and Remote Connection Hardware: Desktops, Laptops, BlackBerry, I-Mac, I-Pad, I-Phone, Scanners, Printers, Video Teleconferencing, and Projectors Ticket Tracking Software: Remedy, Track-IT, Service Desk, and Support Magic

WORK HISTORY:

Confidential

Skills Used: Software Resolutions, Customer Service, and End User Training

I provided assistance and support of web based applications to the airline industry as a member of the TSA Help Desk. I supported the airline industry by helping complete reports, activate and deactivate user accounts, assist with password resets, and application troubleshooting. I worked on special projects such as constructing online documentation used by the airline industry and User Acceptance Testing. I worked with other departments to provide assistance and support to the airline industry. I also provided end-user training.

Confidential

Skills Used:

• Hardware Resolutions, Software Resolutions, Telephone Support, and Customer Service
• I was a senior team member who provided support to the General Services Administration, GSA, working in a Windows XP environment. One of my responsibilities was repairing systems that were damaged. Some of the repairs were removing malware, replacing hardware, and re-imaging systems. I was also responsible for creating the systems in Active Directory, enabling and disabling user accounts. In addition, I used the in-house tool to connect to user's systems to resolve issues. I also had the responsibility of providing printer support. Other duties I performed were to work with different departments to resolve network issues, resolve printing issues, and installing maintenance kits. Many of the users utilized video and audio teleconferencing, and I was responsible for ensuring the user had functioning equipment, the user had a clear connection, and setting up the equipment. I had the responsibility of creating user accounts, adding and removing services, and installing VoIP telephones.

Confidential

Skills Used: Leadership, Management, Desktop Support, Communication, and Customer Service

I supported the Department of Homeland Security as Desktop Support technician. I provided troubleshooting techniques for computer peripherals, PC hardware and software offerings, LAN and remote connections. Computer systems were returned to their previous working condition by reinstalling software, re-imaging the computer, configuring profiles, or restoring network settings and connectivity. I received service request by email, personal requests, and the Remedy ticketing system. I was promoted to Assistant Site Lead where, in addition to my desktop support duties, I monitored the queue to ensure that a request for support was completed under the terms of the Service Level Agreement. I attended departmental meetings where I provided the managerial staff with updates from reports that I created using the Remedy ticketing system.

Confidential

Skills Used: Leadership, Management, Desktop Support, Communication, and Customer Service

I supervised the seven person Tier 2 Support staff that provided desktop and connectivity support to members of the Army and Air National Guard. Using the Remedy Ticketing System, I monitored the Tier 2 queue to ensure that tasks assigned to the staff were completed on time and accurately to stay in compliance with the Service Level Agreements. I substituted for the Tier 2 Team Manager and performed those duties, such as assigning tickets, working with other managers to resolve network issues, and using Remedy to create reports on the amount of completed Tasks, Change Orders, and Help Desk Tickets. Using those reports, I created a Situation Report where I included a summary of the status and any updates. I gave oral status reports in weekly meetings with the department heads and managers. I was also responsible for software installations, setting up new computer systems and peripherals, imaging and re-imaging systems, as well as Blackberry support. I performed research for software and hardware resolutions. I provided after hours support to the National Guard, members of my staff, as well as, off-site users. I operated in a Windows XP environment using Office 2003 and SMS. In addition, I worked with vendors to have components replaced and other services.

Confidential

Skills Used: Leadership, Management, Desktop Support, and Customer Service

• I provided support for the Department of the Army by installing new computer systems and configuring them in accordance with the Service Level Agreements. I performed data back-up and restore of systems, and created email profiles. I configured Blackberry devices and the Blackberry Desktop software, as well as, resolving connectivity issues.
• In addition, I led teams of up to four technicians and performed training to new technicians. I assigned tickets to each of the technicians, monitored their status, and provided support. I resolved client satisfaction issues that arose. I trained new technicians by instructing them on the procedures used to successfully complete assigned tasks. I also compiled the metrics for each assignment.

Confidential

Skills Used: Leadership, Management, Software Support, Human Resources, Accounting, Communication, and Customer Service

I founded a small business that provided hardware and software solutions. I solicited and won contracts with several D.C. Government Agencies, as well as, private sector companies. I created proposals that detailed the scope of the project, the costs involved, contract length, training, and support. I hired and supervised a team of 15 contractors who streamlined coding, developed and maintained in-house applications, maintained computer systems and peripherals. I held daily meetings with my staff, set-up work schedules, assigned projects, monitored the progress of the projects, and I assisted the staff with problematic issues and clients. I met with the clients weekly to give updates and status changes. I worked with vendors to resolve issues, obtain devices, parts and warrantied service.

References provided by request.