Professional Summary

Commitment Leadership Integrity

A results-oriented and detailed IT Specialist and United States Marine Corps veteran with excellent business acumen and interpersonal skills. Analytical and organized with a proven history of successfully identifying needs, making recommendations, and implementing effective solutions. Dedicated to maintaining a reputation built on quality, service, and uncompromising ethics.

Areas of Expertise

Technology Profile

• Microsoft Office Suite Word, Excel, PowerPoint, Access, Visio, SharePoint, OneNote, Project
• SQL Servers AS/400 Citrix HTML Dell SonicWall NMAP Cisco Switches/Routers
• VMWare Virtual Box GNS3 Backtrack 5 Security Onion Metasploit Nessus Nexus 7
• Windows 98/ME/2000/XP/Vista/7/8/8.1/10 Developer PreviewOffice/2003/2007/2010
• Mac OSX Mavericks/Yosemite

Professional Experience

Confidential

Customer Support Analyst

• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone.
• IT problem solving/troubleshooting experience.
• Experience with remote management tools.
• Demonstrated experience with Active Directory.
• Network Basics.
• VPN Basics
• Good communication and presentation skills
• Ability to listen, understand and translate client requirements
• Knowledgeable in best practices and IT methodologies
• Understands business processes and have the ability to thoroughly understand the technology to address client's requirements
• Work closely with multiple-level end users to troubleshoot and resolve software and hardware issues. Successfully analyze and resolve problems with a targeted goal of 90 First Call Resolution. Log all Help Desk calls and incoming email requests into established Problem Reporting System complete requests for password resets, Filemaker file hosting and un-hosting, running printer hardware diagnostics, and special desktop release assistance.
• Respond to complaints and escalated issues in a calm and professional manner. Head off potential problems by pro-actively watching for trends indicating probable system disruption. Excel in quick problem diagnosis and efficient and friendly customer issue resolution purposefully focus on fixing causes, not just solutions.
• Continually attend trainings and seminars to keep skillset as current as possible.

Confidential

Help Desk Analyst/Desktop Support

• Provide operations and records management support to 7 campuses of Montgomery College consisting of 50,000 students, staff, faculty, retirees, potential students and alumni. Support Microsoft Office, Windows XP, Vista, 7, 8, 8.1, Site Standard Desktop, Filemaker, Lotus Notes Client, Remote Access, Password Administrator, Hardware Diagnostic, BI Query SRS Data Warehouses , Data Networking Fundamentals, and Web technology.
• Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone.
• Demonstrated experience with Remedy/Helpdesk management systems.
• IT problem solving/troubleshooting experience.
• Experience with remote management tools.
• Demonstrated experience with Active Directory.
• Network Basics.
• VPN Basics
• Good communication and presentation skills
• Ability to listen, understand and translate client requirements
• Knowledgeable in best practices and IT methodologies
• Understands business processes and have the ability to thoroughly understand the technology to address client's requirements
• Work closely with multiple-level end users to troubleshoot and resolve software and hardware issues. Successfully analyze and resolve problems with a targeted goal of 90 First Call Resolution. Log all Help Desk calls and incoming email requests into established Problem Reporting System complete requests for password resets, Filemaker file hosting and un-hosting, running printer hardware diagnostics, and special desktop release assistance.
• Respond to complaints and escalated issues in a calm and professional manner. Head off potential problems by pro-actively watching for trends indicating probable system disruption. Excel in quick problem diagnosis and efficient and friendly customer issue resolution purposefully focus on fixing causes, not just solutions.
• Continually attend trainings and seminars to keep skillset as current as possible.

Confidential

Contractor/Self-Employed

• Delivered exceptional hardware and software installation and technical support services to contracted clientele.
• Software: Installed and accurately tested new software. Ensured all appropriate users had most recently updated and properly configured equipment. Distributed files and installed all necessary anti-virus software.
• Hardware: Acted as liaison with company representative responsible for ordering tech contractor. Received and set up hardware according to contract-specified installation time frames. Diagnosed and troubleshot any hardware failures and liaised with necessary external support agencies to quickly resolve errors. Maintained clientele wired and wireless networks, desktop and server computers, and all computer peripheral equipment including printers, scanners, projectors, and whiteboards.

Confidential

Field Service Technician

• Provided exceptional hardware and software service to Dell customers needing assistance. Accurately troubleshot and repaired products while simultaneously teaching customers about system usage and optimization steps.
• Worked closely with call out center to meet company-set deadlines and conducted daily phone calls to follow-up with customers.
• Obtained all company-required certifications and upheld all company security protocol.

Confidential

Assistant Facilities Manager

• Managed security oversight of 250 barracks including personnel and facilities.
• Maintained specific sign-out procedures to consistently keep track of personnel access. Developed access rosters and log books to maintain accurate records, resulting in highest premises security possible.
• Performed inspections of all living quarters of barracks' personnel and developed and implemented escape routes and fire exits for emergencies.
• Specifically chosen by Supervisors to oversee multi-million dollar barracks renovation left task remarkably ahead of projected schedule.

Confidential

• Provided set up and ground-based operation equipment testing support for functional flight testing of electrical and electronic aircraft systems. Executed troubleshooting techniques and proper installation of electrical and electronic components, assemblies, and systems in aircraft.
• Interpreted all flight test data to diagnose malfunctions and systemic performance problems. Collaborated with engineers, technicians, and other aircraft maintenance personnel to handle daily operations. Kept meticulous records of maintenance and repair work.

Confidential

• Acted as Marine Corps Marital Arts Program Instructor trained 200 Marines in basic to advanced skill levels in hand-to-hand combat. Developed specific techniques and training methods for junior and senior Marines. Provided all Marines with a certified instructor upon higher belt level achievement.
• Singlehandedly prepared courses for all personnel for Marine Helicopter Squadron one during operational commitments.

Production/Quality Control Analyst

• Ensured compliance adherence and standards conformance by monitoring work procedures and examining over 2000 items including documents, materials, and products. Reviewed production schedules, work orders, and staffing tables to determine priorities regarding personnel and materials requirements.
• Collaborated with department Supervisors and multiple personnel from various divisions to handle any production schedule adjustments necessary due to design changes, labor or material shortages, backlogs, or other unforeseen interruptions.
• Accurately analyzed, calculated, and documented production data, labor and materials, manufacturing costs, and wages compiled all findings to present to Supervisors for review.