SUMMARY:

IT professional with hands - on leadership experience and an integrated understanding of how information systems, networks and people work together to achieve business objectives. Skilled at managing the entire application development process to include build and release, installation and configuration, testing and QA functions.

TECHNICAL SKILLS:

Operating Systems & Servers: Windows, Window Server, VMWare, Cisco Servers, BMC Remedy, VPN, Windows Active Directory, Citrix and LANDesk

Portals and Source Control: Microsoft Office SharePoint Server, Windows SharePoint Services, Microsoft Visual SourceSafe

Software: Microsoft Office (Word, Excel, PowerPoint, SharePoint Designer, Info Path, Visio, Access, Publisher, and Outlook). WordPerfect Offices Adobe (Photoshop, Premiere, Acrobat, Flash,Dreamweaver)Microsoft Visual Studio and Camtasia Studio.

HIGHLIGHTS:

• Microsoft Office Proficiency Good Communicator
• Time Management Proven Ability To Meet Target Goals
• Strong Problem Solver Dedicated Team Player
• Meticulous Attention to Detail React quickly and work well under pressure

EXPERIENCE:

QA Management

Confidential, Crownsville, Maryland

• Handle the tasks of providing second level technical support to customers and evaluators via email, instant messaging and WebEx.
• Responsible for assisting technical support specialist in the installation and configuration of software products.
• Perform the tasks of tracking and escalating customer issues to the Support Manager.
• Handle responsibilities of identifying environmental and network issues that affect its operation. Responsible for analyzing complicated networking issues, designing and implementing non-standard solutions and workarounds.
• Handle the tasks of testing and commissioning network servers, both hardware and software.
• Administered creation of IT accounts and computer systems and offered support.
• Updated management on a regular basis through reports and presentations and via email.
• Made use of helpdesk systems to prioritize work-load and update queries and calls.
• Interfaces with end users to handle tasks of a routine nature, such as researching and answering questions concerning system function and usage, researching modifications to existing programs.
• Manage all onsite installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solution.
• Produce timely and detailed service report.
• Regularly provided efficient technical support over the phone, maintaining presentable phone demeanor, courteousness, and creativity.
• Diagnosed software-hardware problems, responding quickly, clearly, and resourcefully.
• Accurately documented all technical support and customer’s help-desk interaction.
• Followed help-desk policies to the letter - Prepared reports of activity and stayed up to date regarding system information
• Ran routine phone troubleshooting and configuration.
• Trained staff and guided them in helping clients select the right product.
• Collected information through client phone calls to identify and report product problems.

Technician

Confidential, Crownsville, Maryland

• Performs basic analytical activities related to the definition, development, implementation, maintenance, and support of laptops/desktops and client-supported applications.
• Interfaces with end users to handle tasks of a routine nature, such as researching and answering questions concerning system function and usage, researching modifications to existing programs.
• Manage all onsite installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solution.
• Produce timely and detailed service report.
• Provide service and customers support during field visits or dispatches.
• Comprehend customer requirements and make appropriate recommendations/ briefings.
• Build positive relationship with customers.
• Provide service and customer support during field visits or dispatches.
• Handle the tasks of testing and commissioning network servers, both hardware and software.
• Ran regular checks, tests, and tracking procedures to prevent or identify problems.
• Performed routine maintenance on all user accounts, data files, etc
• Installed or advised installation of upgrades to prevent malfunctioning.
• Installed, configured, and maintained the functionality of company desktop systems, together with peripheral appendages and software

Configuration Management

Confidential, Crownsville, Maryland

• Troubleshoots problems using scripts and standard, routine procedures; escalates as appropriate. Researches issues to determine if problem may be resolved using predefined procedures.
• Resolves basic issues; documents the results. Communicates occurrences of alarms or issues and resulting actions taken to resolve or escalate problem.
• Executes scheduled maintenance routines in accordance with standard procedures. Identifies issues or problems and resolves as appropriate; escalates when necessary.
• Install, update, and maintain new and existing telecommunication systems and networks, ensuring appropriate interfaces
• Monitors data or voice system networks for various messages, alarms, or issues. Activates scripts as alarms occur or issues surface.
• Confirms accuracy of messages, alarms or issues and/or determines severity of problem, issue or alarm. Initiates resolution as appropriate.
• Coordinate terminal orders and cable installation, network system planning, upgrading, monitoring, testing, and servicing in order to meet customer requirements
• Perform preventive and corrective maintenance on various types of network communications equipment
• Provide new or updated network documentation required updating configuration databases.
• Assists project personnel in decomposing configuration items into appropriate configuration units for the specific project or task.