SUMMARY:

Dynamic and highly motivated computer and network systems analyst, with a sound knowledge of monitoring and troubleshooting computer and network systems. Experience with computer and network assembly and setup, troubleshooting hardware and software, systems installations, and repair. Attentive problem solver that works well one - on-one or as a team in larger group settings. Excellent oral and written communication skills to both technical and non-technical audiences.

TECHNICAL SKILLS:

Platforms:  Microsoft Windows (All Versions), Mac OS (All Versions)

Hardware:  HP/IBM/Dell, Mac, Intel/AMD Based Servers, Laptop/Desktop Platforms, Printers/Copiers/Scanners

Applications:  Acrobat, Adobe Creative Suite Master Collection, Antivirus, Bomgar, C++, Content Management Systems, Corel Paradox, Crystal Reports, DHTML, Excel for Applications Development, Ghost, Go To Meeting, HTML, Live Meeting, Lotus Notes, Magic Helpdesk Tools, Microsoft Access, Microsoft Analysis Services, Microsoft FrontPage, Microsoft Office Suite, Microsoft Project, Microsoft Visual SourceSafe, Microsoft Visual Studio, Novell, OpenAir, Confidential B/I Publisher, Partition Magic, PC Anywhere, Pervasive, ProClarity, Rave Reports, Remedy, Serena Dimensions, Serena Mashups Utilities, Tortoise CVS, Virus Scan, Visio, Visual Basic, Visual Basic.Net, Web Design Office SharePoint, Office 365

Databases:  MySQL, SQL Server, SQL Server Analysis Services, SQL Server Reporting Services

Networking:  LAN/WAN, TCP/IP, Wireless 802.11 a/b/g, DNS, WINS, DHCP

PROFESSIONAL EXPERIENCE:

Confidential, Halethorpe, MD

Computer Operations Manager

Responsibilities:

• Responsible for the management and oversight of the day-to-day operations of the organization's entire information management system, including computer hardware and software installation, maintenance, and support for users local area network (LAN), as well as remote sites.
• Manages hardware and software requirements for Internet and WEB site connections and the multiple file servers used to operate the LAN.
• Installs and supports existing software applications.
• Also performs all hardware upgrades and repairs to the entire LAN including hubs, routers, printers and workstations.

Confidential, Baltimore, MD

Helpdesk Analyst/Hardware Technician

Responsibilities:

• Provide 100% phone support; Remote Support agent with ability to diagnose and troubleshoot basic desktop and network, device, and data communications problems, and install software and hardware utilizing remote tools to efficiently and effectively support customers and resolve problems in a timely manner.
• Update systems by improving the components, layout and design of a computer for increased efficiency.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.

Confidential, Columbia, MD

PC/Hardware Support Technician (Contract)

Responsibilities:

• Troubleshooting workstations and remotely uploading databases while performing network setups.
• Assist end-users with ticket resolution on tier 1/2 related issues.
• Assisted with the analysis of existing complex programs and formulate logic for new complex internal systems.
• Test and re-test parts to ensure they work properly. Prepared flowcharting, perform coding, and test/debug programs.
• Developed conversion and system implementation plans.
• Recommend changes to development, maintenance, and system standards.
• Ability to think creatively and work independently.
• Experience with the operations management of large-scale SaaS and PaaS services

Confidential, Mitchellville, MD

PC Hardware Technician (Contract)

Responsibilities:

• Responsible for helpdesk calls and troubleshooting / resolution of business application issues and system problems.
• Responsible for configuration and installation of desktop peripherals and network technologies.
• Handle a variety of issues related to workstations and break/fix support.
• Design and oversee the production of computer hardware equipment.
• Conduct pilots of installation process and procedures for retail equipment.
• Occasional travel to store locations for equipment installs, some out of town assignments include overnight stays.

Confidential, Silver Spring, MD

Technical Support Technician

Responsibilities:

• Provided dedicated PC support to include assembly, configuration, asset inventory, troubleshooting, deployment, etc. (United States Department of Labor).
• Provide remote and onsite technical support on issues related to MS Windows OS, MS Office Suite, and other proprietary software.
• Received clearance to access government PC’s to troubleshoot various hardware and software issues.
• Provided technical support for conference call/meeting setup, ensuring that each room had the proper telecommunications equipment.
• Responsible for logistics management related to shipping and delivery, as well as the physical pickup and removal of various government computer systems.
• Commended daily for attention to time and detail in ensuring that systems are setup and removed according to customer specifications.
• Praised by non-technical customers for dynamic ability to communicate and deliver technical direction and instructions to non-technical individuals.