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Sharepoint Developer Resume Profile

Qualifications Summary

Detail-oriented, solutions-focused professional with 5 years of customer-focused innovative, information technology support to Government, military, and Senior Executive Service VIP users. Experience in managing, diagnosing, troubleshooting, and resolving issues with account creation and hardware/software maintenance, installation, and upgrades. Demonstrates the ability to create and implement efficient IT processes and establish rapport with customers, articulating technical concepts to non-technical users. Holds active Secret and Public Trust clearances.

Experience

Confidential

  • Promptly creates, analyzes, and reviews Planned Software System change documents for the US State Department.
  • Promptly creates, analyzes, and reviews Security Contingency Plans for hardware/software system failures for the US State Department.
  • Creates and analyzes reporting tool to track contract metrics, and implements streamline processes to ensure all clients' needs are above satisfactory.
  • Liaises between US State Department clients and other contractors.
  • Coordinates all new employee on-boarding.
  • Manages overall general office procedures.
  • Works closely with Program Manager to ensure that contractual goals are met.

Confidential

  • Provides technical hardware/software recommendations for such customers as the Department of Veterans' Affairs .
  • Liaises between staff and help desk to ensure that all end-user needs are met and handles all escalation items.
  • Provides Microsoft Office training on Outlook, Excel, Access, SharePoint, and Citrix.

Confidential

  • Provided prompt and accurate Tier 2/3 support within stringent timeframes for Department of Defense/Office of the Secretary of Defense/Washington Headquarters Services/Pentagon Force Protection Agency staff
  • Received, diagnosed, resolved, and documented hardware, software, NIPR/SIPR connectivity, and printer and BlackBerry issues for the Office of Legislative Affairs while meeting mandated Service Level Agreements
  • Configured, installed, and repaired workstations, laptops, hard drives, CD-ROMs, motherboards, and other peripherals
  • Served as IT liaison between Office of Legislative Affairs and other Secretary of Defense components, participating in daily stand-up meetings
  • Conducted such user account management activities as creating and deleting accounts according to policy and installing/configuring/troubleshooting approved software
  • Troubleshot PDA phones e.g. Blackberry, Nextel, Sprint, AT T and VTC issues
  • Responded to and resolved data spills
  • Employed expert-level knowledge of DameWare, Data Armor, Active Directory, Microsoft Office, Common Access Cards/PKI Certs, Remedy, Windows 7/XP, Mac OS, and ARS
  • Installed, mapped, troubleshot, and repaired multi-function network and personal printers
  • Utilized Web Jetadmin to ensure proper network connectivity to the correct printing device
  • Selected over senior staff to plan and conduct training for new technicians and managers on IT security and software unique to the agency
  • Documented help desk issues using the Remedy ticketing system and developed scripts and Frequently Asked Questions FAQ information for the Knowledge Management System using PeopleSoft
  • Installed and resolved issues with Juniper VPN, Cisco, and Citrix Virtual Gateway for remote staff
  • Supported the Enterprise Project Management Office by performing business analysis and business process re-engineering to develop and document First Call Resolution procedures for four domains during transition to new contractor and concurrent rollout of Windows 7, earning a spot-award
  • Won a cash performance bonus for successfully closing the largest number of backlogged tickets left by the outgoing contractor
  • Received numerous customer kudos and challenge coins for exemplary performance and can-do attitude.

Confidential

  • Received, documented, triaged, and resolved enterprise and end user hardware, software, and network connectivity incidents
  • Provided troubleshooting via phone and email for in-office staff and remote staff
  • Identified business needs, evaluated alternative solutions, and documented process improvements leading to shorter time between ticket creation and resolution and more responsive reporting
  • Built and maintained proactive rapport with Government and military personnel.

Confidential

  • Provided top notch telephone customer service to subscribers
  • Identified and resolved complex customer account issues
  • Tracked technical support issues using BMC Remedy.

Skills

  • Customer relations, organizational management, and communications skills
  • BMC Remedy ARS systems
  • Active Directory, Microsoft Office Professional, Windows OS, Mac OS, Microsoft Citrix, Juniper, Cisco client VPN, Avaya ACD phone system, BlackBerry, and BlackBerry Enterprise Server, and PeopleSoft
  • Asset tracking and management
  • Troubleshooting and maintaining various multi-function printers.
  • Process Improvement

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