Summary

Certified IT Technician with over five years of experience at reputable companies. With multiple IT certifications, security clearance, and a BBA, I have been able to troubleshoot complex issues while providing continuous technological support for end users. My customer service skills and dedication to finding solutions has made me stand out as a leader. From educational to financial systems, I have an advanced understanding of how to maintain systems, troubleshoot issues, and conceptualize real world solutions.

• Network equipment support.
• Active Directory management.
• Advanced RMDS & DACS training.
• Laptop, desktop, printer, and server upgrades and repair.
• Software image creation for Mac, Windows, and Linux systems.
• User account creation and access permissions.
• Security testing and protection.
• Cisco, Extreme, HP, Sun, and Xirrus.
• Oracle/SQL database management.
• BMC Remedy ticketing system.
• LAN, WAN, and networking.
• RedHat, NetApp, and VMware.

Experience

Confidential, Grand Rapids, MI 01/2011 to Present
Systems Analyst

Mainted Forex trading systems in a global enterprise environment. This consists of upgrading, monitoring, maintain, and ensuring system up time. Markets are open five days a week twenty four hours a day. The main goal was to be proactive to identify system vulnerabilities and take the appropriate steps to harden the system.

• Worked with overseas developers to help bring 90% of system maintenance and development back to the United States.
• Implemented a testing environment with NetApp Filers and Sun servers running on RedHat and Ubuntu.
• Maintained the integrity of trading systems utilizing Windows Server 2008 in a Linux hybrid environment.
• Worked with Exchange server to ensure proper configurations to support an enterprise environment.
• Learned the interworkings of complex financial trading systems and mainted integrity during volatile market events.
• Exposed to Apache and IIS configurations in an environment of complex systems including SSL certificate management.
• Daily Change Management functions to ensure that all changes are tested, coordinated, and executed properly.

Confidential, Fairfax, VA 02/2010 to 12/2010
Team Lead, Tier III

Assisted in establishing an enterprise solution for supporting the US Army, US Army Reserve, and US National Guard with all of their technical needs which included advanced troubleshooting, routing service requests, building relationships with NECs at installations, and offering support to customers from around the world. The scope of needs ranged from telecom, networking, end user technical issues, Exchange, Active Directory, application support, and security threats.

• Promoted after a month as a Help Desk Specialist to Tier III Team Lead.
• Recognized for hard work, dedication, reliability, and support of multiple SRA contracts.
• Actively assisted in implementing the Army Enterprise Service Desk as a main point of contact for IT issues.
• Created the Peace Book which is an advanced knowledge management solution that aided agents to perform their daily job functions with guidance, clarity, and a defined training and support structure.
• Managed technicians over various shifts in order to provide the best quality of service to our customers for their technical needs, actively critiqued agents on performance, trained on technological services and strategies, and acted as a mentor for developing the technicians to a higher level support and knowledge of IT systems.
• Helped to construct processes and procedures for the service desk according to the ITIL model.
• Supported daily technical operations of the AESD which included monitoring quality of service, offering advanced technical support, communicating across the organization, dealing with high volumes of requests, keeping daily statistics, and planning for the onboarding of future installations and the potential impact.
• Reviewed resumes and interviewed potential candidates to properly staff the AESD with talented technicians that could meet the service level agreement of the contract.

Confidential, Fairfax, VA 01/2010 to 02/2010
Help Desk Specialist II

Provided technical support for both the Army National Guard through the NGB Service Desk and helped establish support for the Army with the implementation of the Army Enterprise Service Desk. This included multitasking between two Remedy ticketing systems, routing requests properly, solving technical issues, and communicating with customers.

• Supported two service desks with 24-7, 365 operations to maintain exceptional support of US soldiers and installations.
• Implemented knowledge management solutions to streamline services, help train new hires, and provide a comprehensive overview of daily job functions.
• Worked with management to identify opportunities for growth and identified areas that needed improvement.

Confidential, Southfield, MI 09/2007 to 01/2010
IT Help Desk Technician - Staff Member of the Month 11/2009 -

Supported technological systems for business continuity. Troubleshoot hardware and software issues including upgrades, installation, configuration, security, and maintenance. Responsible for image creation over a variety of operating systems, network support, maintaining databases, departmental statistics, community outreach plans, special laptop programs, and used laptop sales. Extensive knowledge of networking, threat detection, planning, repair, and implementing newer technologies that better support daily functions.

• Surveyed wireless connectivity around campus. Upgraded and configured outdated access points to new Xirrus arrays including planning, installation, new wiring, and assessing complete coverage.
• Advanced knowledge of network systems, newer technologies, and implementing change management.
• Analyzed security threats throughout the network that prevented technological holes with proven documented solutions.
• Responsible for the sale of all off lease technological equipment raising $250,000 in order to fund new initiatives.
• Effectively and efficiently lead three campus wide recycling projects to properly retire outdated technological equipment.

Education

Master of Business Administration, Finance
Dean's List and numerous technological courses in computer systems
Bachelor of Business Administration, Management
Dean's List and numerous technological courses in computer systems

Computer Certifications

Apple ACTC 06/2010, ACSP 05/2010 · CompTIA Security+ 05/2009, Network+ CompTIA 04/2009, A+ IT Technician 04/2008 · ISEB ITIL v3 04/2010