SUMMARY:

• Drive IT Solutions Integrating Systems Processes
• Certified Scrum Master (CSM), ITIL v3 Foundation and Microsoft Certified Professional (MCP) and responsible for IT Infrastructure projects that are broad in scope. Independently manage multiple small to large deployment projects that had departmental and enterprise level strategic importance. Possess strong business and technical acumen with the ability to work people from diverse functional backgrounds and established relationships across the organization. Collaborated and made vital decisions to drive successful project completion. Performed as a Senior Help Desk Analyst providing first tier support serving as a single point of contact for responding, logging, resolving, escalating and tracking incidents received from end users. Desktop administration provided second/third tier support to enterprise users at various organizational locations. Vast telecommunication circuit provisioning experience in MAN/WAN networking environments. Adaptable, flexible, and can work independently or in a team environment.

PROFESSIONAL EXPERIENCE:

Confidential

Deployment Team Lead

• Managed the FHWA Server Refresh Project for all DOT state division offices replacing 65 servers with Windows Server 2016 nationwide
• IT Project Manager leading the FHWA Field PC and Headquarters (HQ) projects replacing and upgrading over 3000 plus PCs to Windows 10.
• IT Project Manager managing the FHWA Field Monitor Refresh Project deploying a total of 880 Dell P418HT touch screen monitors to field locations.
• Performed software and hardware configuration and implementation of network components
• Manages and maintains the DOT FHWA IT Asset Management database via SharePoint which details all IT Assets (PCs, Servers, and switches).
• Communicates with leadership and stakeholders on various IT initiatives and project deliverables
• Provides daily, weekly and monthly statistical data to executive leadership on the current status of IT Customer Service technical support
• Manage Project Portfolio providing weekly reports (Project Dashboards) on all active projects via a weekly status meeting with Federal staff.
• Conducted Windows 10 application testing project scrums/sprints for FHWA
• Utilizes MS Project to develop project schedules and timelines .
• Defines and initiates projects, develops project plans, including, scheduling multistate field service technicians while managing cost, schedule, and scope.
• Performs Tier II performance metrics using SAP Business Objects and Remedy.
• Defined the configuration and data management processes for the program.

Confidential, Alexandria, VA

• Collaborate with project stakeholders, defining IT project scope, goals, and deliverables.
• Managed technical project(s) in accordance with IT/Infrastructure roadmap.
• Served as an intermediary between Infrastructure/Operations teams, Infrastructure providers, IT Domain Application Teams and Business Units.
• Facilitate deployment of new patient EMR EPIC, upgrading system from Windows XP to Windows 7 for hospital and multiple ambulatory locations.
• Modify/update architectural drawings, utilizing Bluebeam software.
• Guide projects from initiation through implementation, delivery and close out.
• Solves project issues and risks (technical and non - technical) through identification, evaluation, tracking, communication, and mediation.
• Utilized SharePoint website to upload project documentation hardware requests.
• Serve as an IT point of contact, processing requests for hardware, desktop software, moves, adds, changes, system access requests and other facility/business unit IT initiatives.
• Employ Service Now, managing and documenting the status of IT requests, coordinating with IT team members’ applications, infrastructure, system engineering, ensuring fulfillment of requests.
• Perform network cross-connects on Cisco Catalyst 3560, 3560G, 4507R+E, 4510 and 6500 network switches.
• Analyze business requirements for system upgrade requests; IAH Cancer Center data migration - Mosaic to Aria EMR, IAH Antenatal Testing Center - GE Viewpoint Imaging Software, patient lab requests - CareFusion, meeting established Service Level Agreements for standard requests .
• Evaluate requests and make appropriate recommendations for resolution, as evidenced by periodic reviews of requests in Service Now, owning issues and promoting end-user satisfaction.

Confidential

Desktop Administrator

• Solves project issues and risks (technical and non-technical) through identification, evaluation, tracking, communication, and mediation.
• Utilized SharePoint website to upload project documentation hardware requests.
• Serve as an IT point of contact, processing requests for hardware, desktop software, moves, adds, changes, system access requests and other facility/business unit IT initiatives.
• Employ Service Now, managing and documenting the status of IT requests, coordinating with IT team members’ applications, infrastructure, system engineering, ensuring fulfillment of requests.
• Perform network cross-connects on Cisco Catalyst 3560, 3560G, 4507R+E, 4510 and 6500 network switches.

Confidential

Desktop Administrator (Cont.)

• Analyze business requirements for system upgrade requests; IAH Cancer Center data migration - Mosaic to Aria EMR, IAH Antenatal Testing Center - GE Viewpoint Imaging Software, patient lab requests - CareFusion, meeting established Service Level Agreements for standard requests .
• Evaluate requests and make appropriate recommendations for resolution, as evidenced by periodic reviews of requests in Service Now, owning issues and promoting end-user satisfaction.
• Has DNS AND DHCP experience ensuring everything on the network is set correctly, and the correct security protocols are in place.
• Technical lead for CareFusion deployment project Inova Alexandria Hospital responsible for the deployment of Motorola handheld devices for patient lab blood draws.
• Installed PCs successfully, according to Inova IT Services protocol and standards for device imaging, device ID, NDS context, IP Address, DNS, sub-network, physical connections, and application pushing .

Confidential

Desktop Administrator

• Determined current switch port configuration using basic Cisco sh commands.
• Utilized network diagnostic tools Fluke Link Runner, Fluke Net Tool and Micro scanner, analyzing and troubleshooting network connections from the wall (data port) jack back to switch port, ensuring end-to-end device network connectivity.
• Performed troubleshooting on customer PDAs, Android / Apple / Windows and Blackberry smartphone devices, assisting customers to resolve technical issues.
• Provided technical on-call support on a rotational basis, resolving or escalating critical problems within the established services policy time frame.
• Performed assigned tasks for technical modifications to hardware and software, completing accurately and within the scheduled period per established Information Services procedures.

Confidential, Dulles, VA

Senior Customer Support Line Specialist, Help Desk

• Provided tier 1 / tier 2 level support of Information Services and handled approximately 489 calls monthly, diagnosing interruption of service, resulting in an average call resolution rate of 52.8%.
• Followed documented workflow processes, resetting clinical, financial, and network devices, rerouting, deleting and restarting print jobs and resetting passwords for applications, documenting into Call Management System.
• Triaged problems, isolating root cause, facilitating system restoration, escalating to 2 nd and 3 rd level support in accordance with Service Level Agreements .
• Documented calls in the call management system, diagnosing and escalating network downtimes, application failures, and hardware failures, communicating through multiple tools and accurately and effectively ensuring seamless communication between departments.

Confidential

• Developed and provided course instruction in education and training, utilizing Train-the-Trainer courses.
• Supervised on-the-job training courses, overseeing classes at 2 Field Training Detachments (FTD) Detachment 201, Langley AFB, VA and Detachment 920, Royal Air Force (RAF) Bentwaters / Woodbridge, United Kingdom.