Summary of Qualifications:

• ITIL v3 certified professional with 5 years of IT management consulting experience.
• Served in liaison roles bridging the gap between upper management and highly technical staff.
• Experienced in leading junior and specialist level staff to accomplish client goals and meeting established deadlines.
• Proven presentation skills speaking in front of small to large audience
• Exceptional knowledge in business analysis, IT Help Desk operations, IT training, SharePoint administration, systems administration, ITIL Foundations and IT Service management tools

Experience:

Confidential

Program Coordinator

• Provide timely and accurate enterprise support services that meet and/or exceed the expectations of all FBI customers and enable them to perform at their highest potential. Services include operations and maintenance of analytical tools public key infrastructure account management enterprise storage, enterprise backup, restoration, and archival of data enterprise management system tools enterprise web collaboration vulnerability management and customer assistance to troubleshoot problems.
• Document FBI Personnel issues using Enterprise Ticket Management Systems HP Service Manager and ITSB Service Manager
• Handle IT Service Management processes including Incident, Problem, Service Level, and Service Catalogue
• Performs or guides customers through the installation of hardware/software and networking components on their personal computer to meet computer needs, these needs include password reset through Active Directory and Classified information management. systems, software installation and remote desktop support through enterprise application Microsoft Lync.
• Diagnoses and troubleshoots problems with individual or multiple computer systems in order to maintain proper functioning resolves issues of complexity including contacting and assisting vendors.
• Provides expertise to various parties vendors, Government customers, regarding personal computers in area of assignment supports personal computer changes and problem resolutions.
• Planning and delivery of customer support services through knowledge base training in response to customer requirements and needs of a 24x7 mission critical environment.

Confidential

Program Coordinator

• Provided subject matter expertise on enterprise applications such as, Google Cloud, Blackboard, Microsoft SharePoint, Microsoft Office Access, Excel, Word, and Project for mobile and tablet testing purposes.
• Develop and implement various types of training formats infused with helping staff migrate to new applications
• Assisted in developing and defining systems scope and objectives through research combined with a keen understanding of business systems and industry requirements for android, windows and apple tablets.
• Performed critical system testing scenarios and provide feedback to ensure application functionality meets clients' needs
• Worked closely with clients to gather application requirements and continuously analyze business and user needs, document requirements, and revise existing system logic difficulties as necessary
• Provided on-site customer support and training of all enterprise applications used by users and staff members
• Produced business and functional specification documentation based upon client needs.
• Prepared routine project status reports on a weekly basis
• Developed project plans and schedules to meet client deadlines and contract obligations
• Acting liaison with the Information Technology Department to ensure smooth transitions of new business practices and systems that are deployed for internal, external staff, and customer use.

BConfidential

Senior Consultant, Senior Business Analyst

• Served as Assistant Lead Project Management Support managed tasks, mentored, and delivered instruction to junior and specialist level team members to meet client objectives.
• Assisted with the approval of time in accordance with government and contract procedures and ensured that all participants were accurately reporting hours worked.
• Helped programmers, consultants, and senior staff with estimates for needed resources and project staffing requirements
• Instructed training classes for new enterprise applications to non-technical administrators, staff members, students and faculty.
• Provided subject matter expertise on enterprise applications such as, Google Cloud, Blackboard, Microsoft SharePoint, Microsoft Office Access, Excel, Word, and Project for mobile and tablet testing purposes.
• Develop and implement various types of training formats infused with helping staff migrate to new applications
• Assisted in developing and defining systems scope and objectives through research combined with a basic understanding of business systems and industry requirements for android, windows and apple tablets.
• Create and develop academic computing policies and procedures, while conducting research and analysis of existing and emerging technologies that will progress academics and learning for National Defense University.
• Provide input for 3rd party client software and implementation related issues planning, design enhancements and execution of client implementation activities.
• Proactively identified and managed client expectations at all stages of a project.
• Developed a user-friendly SharePoint template for the Program Management team used as the main source to communicate with all team members throughout the project phases
• Actively worked in requirements gathering phases to ensure the capturing of all tasks to be implemented as project work
• Prepared plan material including presentation documents, agendas, meeting minutes, timelines, process documentation
• Reported resource allocations of key team members to project governance board for review and reallocation for future projects

Help Desk Analyst, Senior Consultant

• Provided program management and technology recommendations to senior leadership based on information technology requirements, information assurance compliance requirements, business analysis requirements and governing policies.
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Ask questions to determine nature of problem and walked customer through problem-solving process, while responding to queries either in person or over the phone
• Maintained daily performance of computer systems and respond to email messages for customers seeking help.
• Used Software Development Lifecycle SDLC methodologies on system for compliance with client security standards.
• Troubleshot issues for more than 150 end-users with PCs, laptops including Apple products/Mac OS , wireless network connectivity, printers, VOIP, cellular Blackberry, Android and Windows phone devices, switches and routers at the Tier 2 level.
• Maintained passwords, data integrity and file system security for the desktop computing environment
• Utilized BMC Remedy for ticket tracking and resolution for all user queries and issues.
• Established CISA Apple Issuance Training and Development program which consisted of web-based training and Power Point briefs for faculty, staff and students about Mac products that are used in professional and collegiate settings.
• Led the execution of Windows 7OS and MS Office 2010 migration by using Microsoft SCCM 2007 to deploy new system and software to desktops and laptops throughout the College of International Security Affairs CISA

Classroom Operations Support Lead, Senior Consultant

• Provided technical and functional project management support to a 5 million, 3-year Department of Defense contract, including coordination of client meetings, developed project feasibility reports, compiling weekly project status reports, and managing hardware assets, software, functionality of classrooms and funds allocation.
• Coordinated and managed logistics, modifications, relocations, and maintenance upgrades for 334 US Army Distance Learning DL Classrooms for technology innovation and future implementation, while using memorandum of agreement documents for DoD 8570 requirements compliance and the deviation waiver process for approving, denying requests submitted by state-level National Guard senior military personnel Rank 0-5, 0-6 .
• Restructured NGB government matrix to account for all physical addresses of Army training classrooms used by contracting fielding office for maintaining up-to-date classroom inventory of PC's, laptops, projectors, etc. for the 334 DL classrooms in the United States.
• Led the DL Programs Installation Campus Area Network Awareness Program to ensure that the 50 US States and its four territories are complying with DoD information assurance requirements and to safeguard Army classified and unclassified networks.
• Evaluated new and emerging technologies for addition and/or application to existing network systems Conducted economic and population growth studies to determine impact on network capacity and development plan projections, while creating deliverables such as management reports, business cases, and infrastructure deployment guidelines.
• Worked with internal National Guard Stakeholders through negotiations to drive analytics issues and/or architecture implementation issues to resolution.
• Assessed the deviation waiver process and briefed the Army National Guard Program Director and Branch Commander on recommendations for classroom upgrades and budget allocations to enhance DL classroom IT equipment and software.

Technical Support Analyst SharePoint Administrator , Consultant

• Provided technical assistance and functional support for incoming queries and issues related to computer systems, software, and hardware with both technical and non-technical staff, internal and external to the organization.
• Asked questions to determine nature of problem and walked customer through problem-solving process, while responding to queries either in person or over the phone.
• Created and managed the ARNG G-1 Division's SharePoint website on Guard Knowledge Online through Microsoft SharePoint, which provided a collaborative forum for NGB State personnel to conduct and discuss production and system implementation plans.
• Instructed five training classes per month, providing techniques to end-users on how to maximize SharePoint functionality.
• Performed SharePoint data integration with external systems developed, and customized html pages, performed style sheet modification, and configured data views.
• Produced initial prototype for SharePoint-based collaboration and knowledge sharing website to support the successful implementation of the new Integrated Personnel and Pay System-Army IPPS-A which streamlined Army personnel and pay processes.
• Developed and maintained tools to perform and manage device diagnostics architecture analytics testing and validation for SharePoint users and wireless devices carriers.
• Documented SharePoint platform architecture, policies, and procedures for future implementation of software upgrades.

Business Systems Analyst, Consultant

• Monitored performance output to ensure that the Navy Financial System was compliant with Service Level Agreements SLA and regulatory policies while promoting visibility across CONUS and OCONUS military personnel.
• Established and documented procedures and requirements on system hardware and software-related issues.
• Performed maintenance on existing dashboards, scorecards, KPI's and reports for US Navy Financial systems to sustain a user-friendly interface.
• Examined data tables and workflows to track Navy financials reporting, balancing and fixing improper flows with several different US Navy procurements using ERP.
• Created two data diagrams per week to provide real-time financial metrics to stakeholders and identify potential cost efficiencies within financial resource allocations for US Navy procurements.

Computer Skills:

• Systems: Windows OS 2008/2007/Vista/ XP, Mac OS X
• Hardware: Audio/Visual Technology configuration , Remote access technology
• Applications: HP Service Manager 9.3, RSA Authentication Manager, BigFix Console Manager, IBM Tivoli Web Reports Manger, Active Directory Administration, Blackberry Enterprise Management, BMC Remedy, ERP Enterprise Resource Planning, Microsoft Lync, SharePoint, MS Exchange, Microsoft Office Suite
• Networking: MPLS, VPN, WAN, VOIP, DNS, LAN, TCP/IP