SUMMARY:

• I am an enthusiastic and motivated professional with education, relevant experience and excellent business acumen.
• I am seeking a challenging and rewarding position in which I can utilize my exceptional problem solving skills, commitment to client outcome as well as my proven ability to work creatively and analytically in a problem - solving environment.
• I am extremely organized with a keen ability to effectively communicate while multi-tasking and motivating team members in order to accomplish or enhance goals.

TECHNICAL SKILLS:

Operating Systems: Win 7, Win 10, Mac OS, Linux

Databases: Oracle Database, MySQL, MS Access, Sharepoint

Languages: Visual Basic Programming, MySQL, HTML, Raptor programming, VB script, Cobol

Software: Oracle Identity Manager, Microsoft Dynamics CRM, Symantec Endpoint Encryption, BMC Remedy, TrackIT, Oracle Virtual Box, Cisco Network Access Control, VPN, MS Project, MS Visio, MS Office 365, Outlook, Lotus Notes, MS Visual Studio, QuickBooks, Virtual Box, VMware, HP Quality Testing Professional/UFT, HP Quality Center/ALM, Norton Antivirus, Microsoft Exchange

Network Protocols: TCP IP, FTP, NDMP, LAN, WAN, VNC, DNS, IPX, IP, DHCP, SMTP, POP

PROFESSIONAL EXPERIENCE:

Production Support Engineer

Confidential, Herndon, VA

Responsibilities:

• Assist staff in unit with use of application that automates or executes their business processes.
• Managed and supported over 60 applications,
• Track production issues and report periodically to group charged with monitoring uptime and efficiency of production application.
• Participate in project meetings to plan rewrite of addition to application in production or being revised for release into production.
• Work with the development team to gather requirements.
• Create Cases, scenarios and perform manual testing.
• Regression, Unit and Functional Testing.
• Examine business processes in unit to determine how they could be translated into requirements for IT applications.
• Used Putty to log into servers based on Unix commands to troubleshoot applications and job status.
• Used Autosys to track, monitor and troubleshoot job runs.
• Retrieve data by querying in using SQL.

Systems Administrator

Confidential, Washington, DC

Responsibilities:

• Manage and administror Department of Commerce users.
• Create Account for new hires using Active Direcotry, Lotus Notes and office 365 admin console.
• Manage Blackberry and Iphones using the GOOD application
• Troubleshoot VPN issues, MS word, CRM applications and DOC propretroty applications.
• Perform Desktop Services for on site users.
• Troubleshoot printers, PIV cards, hardwares and phone systems.
• Create KB articles for new issues and improvements.
• Create shift reports and aging ticket reports.

Senior Technical Specialist

Confidential, Herndon, VA

Responsibilities:

• Respond to customer service / technical issues related to Confidential proprietary systems, hardware, and software and networking both in written word and orally via telephone.
• Assist customers by diagnosing problems and providing resolutions for technical and service issues using troubleshooting techniques and tools to identify products/systems/hardware that are defective and follow guidelines in issuing service or replacements.
• Advise / educate customers within procedural guidelines to ensure a complete solution to their technical or service questions. Open necessary Engineering tickets, track and proactively follow up to resolution.
• Answer questions about installation, operation, configuration and usage of assigned equipment, documents and assigns customer problems for resolution using support ticketing and CRM software.
• Escalate more complex issues with proprietary systems to corporate engineering team; escalate more complex hardware equipment issues to manufacturer.

Microsoft Office 365 Trainer (Internship)

Confidential, Washington, DC

Responsibilities:

• Assist and educate bank users during workshops
• OneNote
• OneDrive
• Jabber
• WebEx
• Office Suite
• SharePoint -
• Manage tickets on Service-Now ticketing system
• Create weekly reports.
• Create course plans

IT Analyst

Confidential, Quantico, VA

Responsibilities:

• SharePoint administrator
• Provide technical and analytical support to the Wargaming mission for the Marine Corps.
• Managed and administered SharePoint infrastructure for the internal team.
• Managed all IT and office related inventory.
• Procurement
• Setting up desktop workstations, wiring, cable, and newly imaged.
• Assisted users and clients with MS office, Adobe Reader, PDF files and PST files.
• Provided unclassified VTC and Secret-VTC support to the staff.
• Gathered IT requirements for Wargames and events.
• Re-imaged computers (Symantec Ghost)
• Meeting facilitator and meets tracker
• IT POC for all Wargaming event
• Correlated meetings and conferences with stakeholder.
• Managed work requests and trouble tickets.
• Created SOP’s for program procedures.
• Managed network connections around the office.
• Created and managed staff records on Active Directory.

Systems Support Analyst III

Confidential, Falls Church, VA

Responsibilities:

• Manage EDGE server for large insurance companies regarding the Affordable Care Act.
• Provided Internal support to Health Insurance companies and government agencies.
• Provided technical guidance and specifications for configuration of External Data Gathering Environment (EDGE) Server.
• Provided guidance on Account Set-Up, registering servers, Provisioning servers, Deployment, Operations, Maintains and Post file processing job aids.
• Loaded EDGE servers with Linux, Java, MySQL and EDGE server applications, as part of CMS provisioning process.
• Tracked all server issues on BMC remedy and updated tickets with work information.
• Used Putty to log on to EDGE Servers to confirm versions.
• Worked with SQL queries, creating queries to extract from various database.
• Attended minute meetings with Project Managers, Systems Analyst and Developers.
• Define and log defects.
• Used Oracle Identity Manager to process and grant user access requests: Remedy, Calt database and VPN
• Managed affiliated clients using MS dynamic CRM
• Supported large companies: Confidential.
• Supported all processing of claims and enrollment data, as well as calculations of individual risk scores and reinsurance amounts for insurance agencies.
• Supported clients with documents - Processing files, Summary reports, Risk Adjustments (RA) reports, Risk Reinsurance (RI) reports and Updates
• Maintain and update trouble-tickets records and tracking databases
• Reported XML data files with errors to the systems team.

Desktop Support

Confidential, Fairfax, VA

Responsibilities:

• Provided Internal support to DoT user and affiliates.
• Provided Tier 2 support, responded to user’s requests and resolved high level technical problems via phone, email and walk ups.
• Maintain and update trouble-tickets records and tracking databases (ex. BMC Remedy 7.6) Alerted management of recurring problems and observed security issues.
• Locate ports on routers, switches and troubleshoot (reset) to operate.
• Worked extensively with Active Directory (reset password, unlocking accounts, adding on members of, creating account/zaccount, moving users/computers to different containers and exchange features.
• MS office troubleshoots
• Processed new hire requests through change management console.
• Deployed and assisted users with MS office suite, office 360(online based) and MS SharePoint.
• Escalate incidents/queries to proper agencies and personnel’s when necessary.
• Install, configure and troubleshoot VPN(Cisco Any connect Mobility-NAC Agent)/ VDI (Virtual Desktop Interface) on user’s machine.
• Reimage machines to fix corrupt files, unused computers, terminated users, etc
• Diagnose, troubleshoot and repair Printers (HP, Lexmark), Cisco phones, peripheral equipment, modems, NIC card, hard drives, batteries, memory cards and other devices like Blackberries or handhelds.
• Troubleshoot PIV Smart Card related issues (importing certs and deleting certs on IE, Installing and configure ActivClient Agent, PIV encrypted digital signature)
• Troubleshoot outlook issues (create archives, map PST files, add mailbox, archive emails, increase mail box size, share folders/calendars, add-ins to other Microsoft product)
• Map network drives.
• Check browser compatibility - update java, flash player, adobe - change IE settings on advance for application compatibility.
• Push software’s on AD through server so users can it through RUN ADVERTISED PROGRAMS on control panel.
• Remote to machines using Configuration Manger console and Bomgar Console.
• Ran Symantec Endpoint Encryption for System Recoveries.
• Set up laptop docking stations and tower machines.
• Assist users with MS-Word, Excel, PowerPoint, Access and Outlook.
• Command Prompt used for troubleshooting: Ip Config /all, gpupdate, Ipconfig /release, Ipconfig/renew, Ipconfig /showclassid, ipconfig /setclassid, ipconfig /displaydns, ipdonfig /flushdns, ipconfig /registerdns

Systems Support Analyst Tier II

Confidential, Falls Church, VA

Responsibilities:

• Provided internal HHS CMS CIISG application users, health Insurance Exchanges, State agencies, insurance companies, third party administrators and other health care stakeholders with technical and operational troubleshooting issues such as access and usage of various applications/systems implemented to the Exchange’s private cloud environment.
• Provide Systems support Tier 1/Tier 2, responded to user’s requests and resolved technical problems via phone and email support.
• Provide technical/investigative support to insurance agents, state agents and federal agents.
• Escalate incidents/queries to proper agencies and personnel’s when necessary.
• Maintain and update trouble-tickets records and tracking databases (ex. BMC Remedy 7.6) Alerted management of recurring problems and observed security issues.
• Install and configure Virtual Box (ex. Oracle VM VirtualBox, VMware)
• Configuration, VPN connection and troubleshoot
• Computer Migration Project: Upgraded CMS machines from Windows XP to Windows 7 (more than 100 machines).
• Processed new hire requests through change management console.
• Install and Configure Cisco AnyConnect
• Install and Configure Cisco Network Access Control (NAC)
• Reimaged machines to fix corrupted files and registry’s
• Diagnose, troubleshoot and repair Printers (HP, Lexmark), phones, peripheral equipment, modems, hard drives, memory cards and other devices like Blackberries or handhelds.
• Suggest System Change Request for certain applications/SOPs to better assist clients and users.
• Work with active directory to add users to domains, reset passwords and providing appropriate permission based on job role.
• Create documentation reports - Productivity reports, Access Request reports and SOPs

Student Help Desk Specialist (Internship)

Confidential, Washington, DC

Responsibilities:

• Provided networking desktop support and perform mainframe and account maintenance tasks.
• Provided Help Desk (Tier 1 and Tier 2) support for internal staff and students, responded to user’s request and resolved technical problems via phone and email support. Maintained high level of customer support.
• Performed Active Directory- to create user profiles/reset passwords/domains and provide appropriate permissions.
• Deployed and Assisted users with Microsoft products, MS office 365, MS office suite, outlook
• Troubleshoot hardware, software, peripherals and network related issues.
• Provided in-person and desk-side support, identified and diagnosed problems. Resolved issues based on experience, procedural documentations, and historical records.
• Escalated incidents/queries to appropriate personnel when required.
• Maintained and updated trouble-tickets records and tracking databases (ex. BMC Remedy, Track IT). Alerted management of recurring problems and observed security issues.
• Performed Remote Desktop application to support users remotely.
• Applications used to remote access support (ex. TeamViewer, LogMeIn, Windows Remote Desktop Connection)
• Troubleshoot wireless network printers and scanners.
• Computer Migration Project: Upgraded University machines from Windows XP to Windows 7 (more than 200 machines).
• Cisco Network Access Control (NAC) and Enterasys.
• Earned commendations for teamwork, flexibility and work excellence in providing IT support to students and faculty.
• Handled situations in technical troubleshooting within the enterprise environment, including system crashes, slow-downs and data recoveries.
• Protocols applied: TCP IP, FTP, NDMP, LAN, WAN, VNC, DNS, IPX, IP, DHCP, SMTP, POP