SUMMARY

• Results - driven and motivated Information Technology Leader wif extensive experience developing IT strategy, system roadmaps, and coordinating information technology implementation and support for major enterprise organizations.
• Applies strong attention to detail and efficient multi-tasking abilities to excel in time-sensitive environments, meeting all standards for quality and productivity.
• Serves as an integral member and leader of dynamic functional and technical teams, contributing to systems improvement and business growth.

CORE PROFICIENCIES

• IT Operations Management
• Application Support
• Project Management
• Enterprise Experience
• Regulatory Compliance
• Systems Administration
• Business Application Support
• Key Point of Escalation
• Staff Training & Leadership
• Process Improvement
• Vendor Management
• Military Environments

PROFESSIONAL EXPERIENCE

COMPUTER SUPPORT TECHNICIAN I

Confidential

Responsibilities:

• Help Desk Tier 1 | 2 support for onsite users
• Create/Manage/Remove Active Directory Objects
• Create and update Salesforce tickets, maintaining excellent notes and status information to demonstrate issues are being worked.
• Assisted users wif the selection of new assets from the available catalog for purchase and procurement to be added to the CMDB that will be suit their needs.
• Ensure effective management of the CMDB and that the content contained is accurate.
• RDP into Remote servers and user equipment to monitor/troubleshoot/resolve issues.

SENIOR COMPUTER ENGINEER/ASSET MANAGER

Confidential

Responsibilities:

• Create/Manage/Remove Active Directory Objects
• Develop clear and concise reports that identify strategic information and provide recommendations for performance improvement
• Provide analytical support for assets and quality metrics to customer
• Ship and Receive Assets to and from other Confidential sites as well as off-site locations
• Collect assets for legal hold as well as assist wif data collection from
• Collaborates wif senior leadership and client stakeholders to ensure the success of key projects, achieving milestones and deliverables on-time and wifin budget.
• Installed, repaired, maintained, and upgraded Windows desktop and Windows notebook computers.
• Assisted users wif the selection of new assets from the available catalog for purchase and procurement to be added to the CMDB that will be suit their needs.
• Assisted in training of all new hires on basic asset management practice to company standard.
• Installed, repaired and setup computer peripherals.
• Collaborate wif third party vendors to repair assets under warranty.
• Ensure effective management of the CMDB and that the content contained is accurate.
• Manage lifecycle of configuration items as well as perform verification and audit of CMDB content using ServiceNow.
• Develop Standard Operating Procedures (SOPs) and detailed Work Instructions for System Administration as well as IT Staff.

WINDOWS SYSTEM ADMNISTRATOR

Confidential

Responsibilities:

• Served as the System Administrator overseeing a Windows environment wif multiple iOS products, adding and removing profiles using Active Directory; strengtaned the organization’s security posture by using Electronic Policy Orchestrator (ePO) Server to deploy a Host - Based Security System (HBSS) to all networked laptop and desktop computers.
• Analyze, assess, and aid in the resolution of technical issues preventing normal business processes from completing, as expected. This may entail: resolving file content errors, file transfer problems, user mistakes, password resets, registration assistance, policy questions, billing/reimbursement issues.
• Applied skills in Security Center to perform vulnerability scans, referring all identified gaps to the Information Assurance system administrator for remediation.
• Coordinate wif security personnel to determine user-level permissions, access, and group memberships.
• Used Microsoft System Center Configuration Manager(SCCM) to create software packages as well as collection queries and reports.
• Create and update Remedy tickets, maintaining excellent notes and status information to demonstrate issues are being worked.
• Develop Standard Operating Procedures (SOPs) and detailed Work Instructions for System Administration as well as IT Staff in compliance wif STIG requirements.
• Confer wif senior engineering staff to resolve more complex problems.
• ASSET MANAGER | Confidential, Silver Spring, MD |
• Maintained accountability for all IT equipment throughout all NMRC facilities, using Microsoft SharePoint and AssetTrack to track changes in inventory and location.
• Orchestrated and executed projects to deploy and decommission hardware; additionally, engaged in software and hardware deployment, upgrades, installation, and removal.
• Responsible for preparing items for disposal by the Defense Reutilization and Marketing Office, which is responsible for the disposal of excess DOD personal property, foreign excess personal property (FEPP), scrap, hazardous waste, and property requiring demilitarization.
• Create and update Remedy tickets, maintaining excellent notes and status information to demonstrate issues are being worked.

SENIOR HELP DESK TECHNICIAN

Confidential, Silver Spring, MD

Responsibilities:

• Develop Standard Operating Procedures (SOPs) and detailed Work Instructions for System Administration as well as IT Staff
• Configure VTC conferences for Command Suite and other Branches as requested.
• Create and update Remedy tickets, maintaining excellent notes and status information to demonstrate issues are being worked.
• Helpdesk / Customer Service / Call Center environment experience
• Perform Trend Analysis using data from multiple sources.