Objective

To obtain employment in the IT Data Management field with a company that will value my technical skills as an important resource and that will provide continual growth and opportunities for me both technically and professionally. I seek the opportunity to contribute my talents and personal traits of self-discipline, organization, and as a goal-oriented team player who follows through to the highest levels of achievement.

Experience

April 2012 - Present Teksystems - Confidential
Service Desk Agent

• Tier-1 support of inbound customer calls and incident tickets. (Using Remedy)
• Accurate assignment and escalation of reported incidents, promptly identifying and escalating high priority issues
• Telephone support for hardware and software problems to customers with little or no background in computer systems.
• Effectively communicates technical information for troubleshooting both orally and written.
• Utilizes an immense knowledgebase, accurately identifying and documenting incident troubleshooting and resolution.

May 2007 - April 2012 Confidential, Oak Ridge, TN
Call Center Agent

• Call center support for 2 campaigns for turner broadcasting (GAmetap.com and Nascar.com).
• System configuration via phone to a wide range of customers and Platforms.
• Running logs that are obtained from the Customers PC's and Analyzing errors and walking through the correction ranging from Firewall blocking, driver/software to analyzing the customers system and configurations and configuring certain software to allow these applications to work.
• Completing tickets for each call with full documentation, on what steps were taken to complete the tasks to get the customers working.

August 2001 - February 2006 Confidential, McLean, VA
Asset Manager

• Responsible for tracking all computer related assets on the contract. Controlling the location and assignment of each piece within the Remedy Database.
• Managed a stock level of parts and consumables that were used for repair and helpdesk support
• Insertion of policies and procedures, for all aspects dealing with the group from order to delivery of the asset
• SLA reporting each month for the SLA that were pertinent to the Asset Team
• Managed workflow by prioritizing and delegating tasks to ensure timely and satisfactory resolution (i.e., meet or exceed SLA's) of customer Asset request and purchases (using Remedy).
• Interview potential technicians; conduct performance reviews and recommend hiring or retaining team members.
• Provided leadership, support and counseling, for a team of 8

Helpdesk Manager

• Responsible for Approximately 1000 users and 2000 systems in the DARPA Enclave, and surrounding sites.
• Provided leadership, support, and counseling to the members of the Field service team, that had a staff of 21 Technicians
• Used Remedy as a service ticket database to query and monitor the amount of problems through out the network. So that the NOC and Backbones teams can be alerted to network connectivity problems and tier III and IV teams contacted.
• Managed workflow by prioritizing and delegating tasks to ensure timely and satisfactory resolution (i.e., meet or exceed SLAs) of customer Asset request and purchases (using Remedy).
• Responsible for all time cards, personnel reviews in a timely manner. Arranged for upgrade and training for the support staff, in all area's of desktop applications and support
• Managed the Technology refresh for all systems (PC Based) and completed on time.

April 2000 - 2001 Confidential, Herndon, VA
Level III Operations Manager

• Managed multiple teams of Tier II technicians (twenty-four EDS employees and 40+subcontractors) provided onsite user support for the Department of Navy Headquarters Network (DNHN) classified and unclassified, approximately 5000+ users at 15+ sites.
• Managed 15 level III technicians responsible for keeping the Servers up and running, backed up on a daily basis. I had 3 shifts to monitor the NOC 24/7 that were responsible for monitoring the network and reporting all problems and all outages. They were also responsible for calling in the proper managers to get the outage repaired within 4 hours.

Level II Field Service Support Team Lead

• Responsible for approximately 5000 users and 8000 systems in the Pentagon, and surrounding sites to support Pentagon staff.

1988-2000 Confidential, Chantilly, VA
Senior Service Technician/site Supervisor

• Responsible for the installation of new computers in both the Classified and Unclassified networks for the Department of the Navy's Information Network Programming Office.

Project/Line Manager

• Responsible for managing all facets of commercial PC maintenance contracts.

Senior Technician

• Duties included PC repair and systems integration under government contracts and for in-house facility requirements.

PC Relocation Supervisor
Supervised large-scale PC relocation jobs under contracts.

• Duties included coordinating directly with customer, supervised teams of technicians for the successful diagnostic, documentation, component disassembly, packing and unpacking, reconnection, troubleshooting phases of each move.

Education

A 12 month course on MSCE to become certified as an MCSE. Classes completed to present day are: A Plus, Network Essentials, NT Workstation, NT Server, NT Enterprise, TCPIP, and CCNA. Completed these courses with an overall GPA of 4.0

Electronics Technology Diploma, GPA 97%, Perfect attendance. Successfully completed 900 hours of basic electronics and microprocessors and 450 hours digital electronics. Additional studies included usage of diagnostic test equipment to static testers, multiplexers, signature analyzers, logic probes, multi-meters, and oscilloscopes.
Global Knowledge - Management I
One week course on management training. This course was an introduction to getting a management position.

BMC, Columbia, MD
AR Systems
In this course, you learn about AR System 6.0 from a user's perspective, including creating and searching for requests, generating reports, recording macros, and using Remedy Alert.

Remedy Help Desk/ Remedy Change Management
This course covered the configurable aspects of Remedy Help Desk 6.0 and Remedy Change Management 6.0. Remedy Configuration Manager to enter data specific to your organization and select the predefined processes most consistent with your business model.

Remedy Asset Management
Remedy Asset Management 6.0, Remedy IT Service Management Suite, is a fully functional stand-alone software product delivering enterprise level IT asset management throughout an asset\'s lifecycle

Global Knowledge - Advanced Management
This was a weeklong course on more of an in-depth look at the management role. The class put us in different scenarios, which we had to work through, and devise solutions. Basic public communication and group speaking.

Global Knowledge - Introduction to MS SQL Server Administration
This was a weeklong course on what a Sequel Server was, and the basics on maintaining a server.

Other Qualifications

• Strong working knowledge of PC internal system architectures and configurations.
• Extensive background in software packages and platforms, including Windows 95/98, Windows NT 3.5/4.0/2000/XP/ Vista/Windows 7.0 Microsoft Office 95/97/2000/2007, Microsoft Exchange, Microsoft Outlook All,XP Internet Explorer, MAC OS 10x, Novell, Banyan, MS-DOS, Netscape, WinFax Pro, Word Perfect, Lotus 123, Norton Utilities, and various databases.
• Working knowledge and understanding automated inventory, material handling, shipping/receiving, and distribution systems.
• Strong working experience with spreadsheet, database and word processing formats.
• Excellent communications skills with customers, suppliers, and employees.

Security Clearance

DOD Secret (Inactive), CIA Secret (inactive), DHS T1 (Active)