OBJECTIVE

To establish a challenging position in Information Technology, with a corporation in management, measurement, systems support and training, where my 16 years of comprehensive systems analyst and governmental executive experience will assist to promote, achieve and support the company's growth and future.

EMPLOYMENT

Systems Support Analyst

Confidential

• Advance calibration and accommodation through proper handling, routing and resolution of user service restoration break/fix incidents, problem incidents, service requests and IT infrastructure projects. Accurately complete and document incidents on time. Thoroughly document client's service incidents, which provide status to the user and details for incident resolution, reuse, post analysis, and problem management.
• Assist in the completion of operating system, application upgrades and business area projects/initiatives and training as required including, but not limited to:
• Windows 7 and MAC Operating System upgrades
• iPhone deployment Blackberry support
• Technical Refreshes
• Microsoft Office 2010 Deployment
• Laptop and peripheral loaner pool
• After hour support
• Client resource training
• Team with the appropriate support areas server administration, engineering and DBA support to ensure software/patch distribution goals are remediated within the required timeframe. Also
• Support computer vulnerability remediation as requested. Support EVAN EO 2011 goals for 1 scan authentication and 2 fix remediation.
• Ensuring the goal for EVAN authentication is to authenticate to all Windows devices consistently at 95 .
• Ensuring customer engagements result in 100 customer satisfaction by providing quality, courteous, reliable timely responses to all clients, Remedy ITSM incidents and requests. Customer satisfaction will is measured by survey feedback responses.
• Maintaining Service Level Agreements, SLAs and Standard Operating Procedures SOP .
• Continue fostering teamwork and idea-sharing, by collaboratively developing ideas, plans and solutions while gaining commitment to shared goals.

Systems Support Analyst

Confidential

• Furnished Level II and Level III support by analyzing and diagnosing various software and hardware issue...In a Microsoft Windows XP Professional and transitioning Windows 7 environment.
• Examine and resolve client issues through SCCM Configuration Client, as well as desk side with a customer service approach.
• Balance connectivity VPN Citrix remote access matters.
• Create, add and modify client accounts, exchange mailboxes, distribution lists and public mailbox folders in Active Directory. Reset client credentials. Set up Public Shared folder requests.
• Compose Mainframe Rumba accounts. Reset Mainframe credentials and execute data sets.
• Imaged and configure workstations and laptops for the client community.
• Trained new users and current users on the different images used on desktop
• Record and Q A incident through and HP Service Manager Client.
• Run Outage Q A Analyst reports . Transpose Oracle Time Entry Client credentials
• Migrated to various depot satellite offices to install, diagnose, configure, train and resolve Desktop issues with a customer service approach
• Set-up Blackberries on EES Blackberry Exchange server
• Entailing setting up activation code for Blackberry new users on Exchange and on the device itself
• Training for new Blackberry users/clients

Virtual Private Network Systems Analyst

Confidential

• Provisioned as a Level 3 Systems Analyst under a Virtual Private Network infrastructure, for the Department of Treasury-Internal Revenue Service. Supporting over 35,000 ERAP remote users at 400 sites, by troubleshooting connectivity issues via modems, routers, switches and servers through a CISCO VPN Client set up. Support also entails connections through Dial-Up, Broadband i.e. Cable Modem, DSL, and Wireless Cards/Aircards, , on laptops and desktops in a Microsoft Windows XP Professional and Microsoft Windows Vista Professional environment. Taxonomy of all call queue, web incidents tickets and fixed site outages. Responsible for various PMO activities such as:
• Supporting the PMO in the definition, improvement, and implementation of VPN problem management processes, procedures, and plans for IRS Field Operations personnel and EN Operations Management.
• Supporting the PMO in the definition, improvement, and implementation of VPN knowledge capture and management processes and procedures.
• Supporting the PMO in ensuring resolutions to problems that are fed back into the ITAMS Probe and Response guide and updating existing ERAP Knowledge Base as necessary.
• Support the PMO in measuring and maintaining Service Level Agreements SLAs and Standard Operating Procedures SOP, established for program performance as agreed with the MSP and as defined by MITS Onsite technical support .
• Support the PMO in the assurance of end user support systems.
• Activities may include, but are not limited to, coordination between various IRS support organizations and vendors Verizon and AT T , and logging, tracking, and reporting status of outages. Tracking, affecting upgrades, deployment tools, implementations, performance, and contract compliance. Provided liaison relations between the client and contract vendors.

Team Lead/Supervisor, Senior Systems Analyst

Confidential

Executive Duties

• Led a team of 13 analysts supporting the JCON Help Desk, with levels of Tier I, II III support, as well as provided the Tier II and Tier III support, with the U.S. Department of Justice... Justice Management Division JMD and Senior Management and Executive Offices including the Attorney General and his components in a call center environment.
• Provided technical support to FBI, DEA, BOP, Local Police, US Marshalls, Bureau Of Prisons and ATF through an Joint Automated Booking System JABS with a focus on Live Scan fingerprinting .. Unlocks and resetting of accounts, maintenance of fingerprinting software and account management.
• Supported over 25,000 users, to include VIP Staff, support in Windows XP, Office XP Professional and Corel WordPerfect Suite.
• Provided technical and desktop support during its migration from Windows NT to a Windows 2003 network migrated to various buildings install, diagnose, configure, train and resolve Desktop issues with a customer service approach
• Responsible for going out to end users site and setting up the physical HP/Compaq workstations and network printers connecting them to the Domain and patching them down in the network wiring closet. Added P/C's and printers to correct container in MS Windows 2003. Also installed, diagnosed, configured, trained and resolved issue desk side with a customer service approach.
• Managed communication between Government Staff, Help Desk and 25,000 end-users.
• Provided daily ACD Analyst, and Vendor reports from Crystal Reports to client
• Monitored Help Desk opened and closed calls to government managers.
• Ensured the Help Desk was aware and prepared to address all situations in a timely manner.
• Attended management meetings with the government staff.
• Managed, directed, trained and provided guidance to my team members, Tier Levels, 1, 2 and 3, to provide the same proficiency.
• Held weekly new user and current user training classes on Microsoft Office and Corel Suites.
• Managed the day-to-day activities of the Help Desk 13 contractors .
• Recorded and processed Account Management requests for the Account Administration Group.
• Acted as liaison between Account Management and Designated Signing Officials to ensure accurate documentation was submitted.
• Responsible for technical writing and implementation of training manuals
• Handled employee scheduling personal and business, budgeting, vendor acquisitions and employee tasks
• Handled all escalations in user community
• Counseled and coached staff.
• Encrypted Government laptops with Point Sec Encryption software.

Legal Focus

• Supported, assisted trained the attorneys in the Attorney General's office as well as other Department of Justice components, in such legal software as Lexis Nexis, Westlaw, Paradox and ISYS.
• Trained and directed attorneys in Corel Suite 5x 12x Legal focusing on creating pleading paper, merging, table of contents, depositions, case filings and appellate briefs to ensure the court's approval.
• Worked in Civil assisted end users and attorneys with such software as Trial Director and Summation.

Software Testing Focus

• Supported maintenance testing for the Department of Justice and its agencies, consisting of GUI Base and back-end testing with such software as Oracle, Lexis Nexis, Westlaw, Paradox and ISYS.
• Created test data with XML Spy for Web testing
• Wrote test cases based on requirements
• Tested these products on functionality, usability in a Unix environment
• Used Mercury Quality Center to execute test cases and track defects
• Created Test Cases and Formulas and Test Data to mimic data from various DOJ
• Q A'd test cases written and executed

Technical Analyst Duties

• Troubleshoot Hardware via LanDesk Remote connection and various other Software issues, and any Network connectivity issues.
• Maintained user account security with Directory Resource Administrator/NetIQ Administration and User Management.
• Provided remote support via Dial-In access to the JMD Desktop via JSRA Citrix and using encryption software PointSec. Also provide support for JMD Legacy Applications, such as Informs Filler accessed via Terminal Services, thru Citrix MetaFrame , FMIS and FMIS PC2.
• Record problems using Remedy Help Desk vers.6.
• Responsible for resolving the majority of user's issues, with a positive Customer Service approach.
• Worked in Active Directory Adding, Deleting, and Modifying accounts with Account Management
• Worked with 20 MS Exchange 2003 Service Pack 2 servers. Monitoring spam rebooting if an exchange problem occurred. Also instrumental in mailbox restores and created public shared mailboxes as third level support.
• Worked with Windows 2003 5.2... Monitoring, shadowing, rebooting servers and print servers, file restores. Created public shared folders as third level support. Also worked with Citrix Server Meta Frame, adding, deleting and renaming user accounts.
• Set-up Blackberries on EES Blackberry Exchange server
• Entailing setting up activation code for Blackberry new users on Exchange and on the device itself
• Training for new Blackberry users/clients

Receivables Manager Confidential

• Supervised and managed an administrative staff of four. Responsible for the collection of open balances on approximately three hundred 300 Accounts. Reconciled accounts and entered in adjustments through Deltek Accounting System Microsoft Excel Microsoft Word. Handled all customer disputes and account escalations for supervisory approval. Interfaced and corresponded with Vistech's sales force and billing department. Responsible for updating and maintaining vendor and consultant staffing reports i.e. contracts expirations and compliances. Created invoices generated for billing and contracting accounts in Microsoft Word. Tracked purchase orders, vendor expenses, work commissions and expirations.
• Retrieved Dun and Bradstreet reports daily, obtaining credit qualifications for clients.

Business/Communications

Confidential

SKILLS

COMPUTER HARDWARE:

• Dell Computer Systems Laptops Desktops: Optiplex 760s,Optiplex GS62 Laptops D6 Compaq Computers Laptops, Toshiba Laptops, HP Computer Systems and Gateway Computer Systems, HP and Textronix Printers, Dat Drives, Scanners, Modems, Routers, Switches, RJ 45 Cables, Blackberrys
• RAM, partitioning hard drives, NICs: Intel Pro 1000s, HP Mezzanine

COMPUTER SOFTWARE:

Corel Suite 5.x-9.x Legal and Standard, Corel Suite12 Legal and Standard Microsoft Suite 2000, Microsoft Suite 2003, Microsoft Windows Vista Professional, Microsoft Windows 2007, Microsoft Office 2007 Suite, Active Directory Client, DRA Informs, Remedy Help Desk Agent, McAfee Help Desk Agent, DK Help Desk Agent, Windows NT OS ,Windows XP OS ,Vista OS 4.0, Quick View Plus, Paradox, Groupwise, Cheyenne Anti-Virus, Etrust Anti-virus SMS Remote Access, Landesk, Citrix, TCP/IP, Internet, Intrusion Detection System IDS Point Sec 5.x, Black Ice 7.02, Proventia 3.6, Cisco VPN Client ITAMS 5.1 AT T Dialer, Lexis Nexis, Summation, Westlaw, Trial Lawyer and Paradox, Live Scan, Microsoft Exchange 2003, Microsoft Windows 2003, Mainframe Rumba , HP Service Center, Wavelet Scalar Quantization, AP Test Manager,LAN, WAN