Professional Summary

A self-motivated, process oriented professional with 10 years computer technology experience, superior customer service support and call-center helpdesk. Obtain strong communication skills both written and verbal.

• Actively obtain TS/SCIGovernment Security Clearance
• End-User Account Support
• Virus Scan Updates and Monitoring
• Microsoft Office 97-2003/2007
• Front-Line & Desk-side Support
• Shell Scripting, UNIX
• Windows NT 2000/2003/XP/Vista/ Win 7
• Internet Explore/Netscape
• Active Directory
• Software and Hardware installs
• Configure system hardware, software and networks
• TCP/IP configurations
• Remedy User, Unicenter Call Tracking, Service Desk
• Migrations and upgrades
• Call-Center Environment, Team Player
• End User Training
• Local & Roaming Profile Management
• Symantec GHOST Software
• Phones, Copier, Printer & Technical Equipment
• Cisco VPN Client
• Expert Time Management & Prioritization Skills
• Server Maintenance
• A+, Visual Basic C+ Certified

Confidential, Conyers, Georgia 2012 to Current
Implementation Consultant

• Serve as the Project Manager through all stages of the initial product implementation.
• Provide project communication and guidance in person, on WebEx's and by status reports.
• Conduct workflow process automation by utilizing VBScript.
• Perform training and go-live assistance for multi-site product rollouts.
• Work on service requests from existing clients.
• Maintain detailed knowledge of insurance industry dynamics and departmental procedures.
• Demonstrate excellent presentation, communication and organizational skills, as well as the ability to follow up with clients and keep them informed.

Confidential, Athens, Georgia 2010 to 2012
Site DeskSide and Networks Technician

• Provide technical support by performing installation, repair, and preventative maintenance of company computers and related software/hardware to over 500 end- users.
• Performs installation, relocation, troubleshooting, break/fixes, and preventive maintenance of desktop/ laptop/lab equipment devices and software applications.
• Repair software and hardware failures and identifies network problems when related to company Desktop/Laptop computers and Printers.
• Provide the technical face to the client interaction as part of daily duties.
• Provide support for on-the-spot diagnostic evaluations, implementation of corrections, and training users in proper operation of systems and programs.
• Identify, troubleshoot and repair issues involving the network, IP Phone and telephony interfaces.

Confidential, Atlanta, Georgia 2010 to 2010
POS Digital Support Technician

• Provides pre and post-sales support for IKON technicians, sales staff, system engineers and system analysts, specializing in the software and connectivity and related utilities.
• Provided basic maintenance, repair and configuration of Ikon/Ricoh supported printers, digital black and white or color copiers and enablers.
• Supports software and connectivity functions for Ikon black and white and color digital products and enablers.
• Works with users to troubleshoot and resolve first and second-level software and hardware problems and fulfills support requests.
• Install, test, and troubleshoot computer hardware and software components through use of procedures, instruments, and diagnostic software.

Confidential, Atlanta, Georgia 2009 to 2009
Part Time Helpdesk/Systems Admin Technician

• Daily operations include store specific software updating, configuration of store specific software and hardware, and basic troubleshooting via phone support for hardware maintenance and other equipment.
• Maintain company's laptops and desktop configurations using GHOST software for re- imaging.
• Install, test, and troubleshoot computer hardware and software components through use of procedures, instruments, and diagnostic software.
• Resolve helpdesk trouble tickets using a Remedy tracking system on a daily bases.
• Repairing, installing, and monitoring computer hardware, software, and network servers.

Confidential, Atlanta, Georgia 2009 to 2009
IT Support Analyst II

• Daily operations include company software updating, configuration of software and hardware troubleshooting via phone and desk side support for hardware maintenance and other equipment.
• Remote Desktop support via LogMeIn Rescue software.
• Re-imaged machine with Symantec Ghosting.
• Created inventory documentation for on-call equipment, turnovers and travel equipment.
• Install, test, and troubleshoot computer hardware and software components through use of procedures, instruments, and diagnostic software.
• Resolve helpdesk trouble tickets using a Remedy tracking system on a daily bases.
• Set-up Email, Internet and Automatic Updater settings on company issued cell phones.
• Crystal Reports primary administrator

Confidential, Atlanta, Georgia 2008 to 2008
Microsoft Office 2007 Trainer

• Provided desk side and classroom study training to military officers and Department of Defense civilians.
• Familiarized them with the common knowledge and skill set for Microsoft Office 2007 transitioning.
• Designed, scheduled, and created training modules for Microsoft Office 2007 sessions
• Create, update, track, and close status queries utilizing tools within Microsoft Office 2007 task and calendar functions.
• Trained roughly three 2 hour session daily and four 30 minute sessions daily.

Confidential, Gainesville, Georgia 2007 to 2007
IT Helpdesk System Analyst

• Create, update, track, and close helpdesk calls utilizing a Unicenter call tracking system.
• Provide IT Helpdesk/Customer support via telephone, remote desktop login and desk-side visits.
• Maintain company's laptops and desktop configurations using GHOST software for re-imaging.
• Install, test, and troubleshoot computer hardware and software components through use of procedures, instruments, and diagnostic software.
• Installed software, troubleshot, ordered licenses and issuing licenses to the production floor for SAP.
• Assists in daily operations including systems backup, telephone support, reviewing logs, diagnosing problems, and completing routine hardware and software maintenance and other activities.
• Performs system account administration including account creation, modification, and deletion.
• Specifies purchases, configures and maintains desktop, laptop, printers, and peripheral devices, and associated software.
• Supported PC hardware, desktop applications, network connectivity, network and local printers and remote access solutions.

Confidential, 2007 to 2012
Information Systems Technician (IT)

• Actively Drill monthly on weekends to enhance military readiness.
• Manage junior sailors in work performance, duties, and daily activities.
• Lead team members in planning, problem resolution, and deployment preparation.
• Assist in drilling operations such as maintaining recall, organizing deployment roosters, and Deployment Readiness training preparation.

Confidential, 2002 to 2007
Cryptology Technician Operator (CTO)/Information Systems Technician (IT)

• Performed 24-hour IT Helpdesk oversight, monitoring, troubleshooting and maintenance.
• Repairing, installing, and monitoring computer hardware, software, and network servers.
• Resolve helpdesk trouble tickets using a Remedy tracking system on a daily bases.
• Supported PC hardware, desktop applications, network connectivity, network and local printers.
• Provide IT Helpdesk/Customer support via telephone, remote desktop login and desk-side visits.
• Managed customer expectations and awareness on project status, risks and critical issues.
• Manage junior sailors in work performance, duties, and daily activities.
• Lead team members in planning, problem resolution, and network implementation.

Education
Grantham University 06/2011

• BS Degree in Information Systems and Technology Management
• Enhanced technical skills in computer software, hardware repair and installation.