WORK SUMMARY
Applicant has 12 years experience in the software industry as a Computer Specialist / Desktop Support Technician. Managing Client Support(information systems/technology management) tasks and functions for data systems, to include hardware and software maintenance. Performed system hardware and software operations, management, and administration. Experienced in responding to and recovering systems from malfunction due to hardware, software and network communications failures. Experienced knowledge and hands-on experience with Active Directory, Remedy, SMS Remote Assistance, Active Client, PKI / CAC card. Ability to build system, from installing the OS & applications, to delivering to the end users. Experienced in Windows 2000/XP and Vista troubleshooting, Office 2000/2003/2007 Outlook/Exchange and familiarity with web browsers. Excellent communication skills and ability to work well in a team environment. Extensive experience in blackberry maintenance and configuration. Expertly adept at working with multi-function teams and possesses keen communication and interpersonal skills. Also, extensive experienced in blackberry programming and maintenance, with numerous models. 

PROFESSIONAL EXPERIENCE

Confidential, Hardware Deployment specialist, Washington, DC
1/12 – Present

• Backup and restoring of users local data
• Imaging laptops and desktops with standard image using Norton Ghost
• Troubleshooting hardware or software issues as they arise
• Installing Network and local Printers, scanners and Multifunction machines
• Delivery and setup of Windows XP configured machines
• Delivery and setup of Cisco IP Phone 7965
• Preforming QA on deployed machines
• Follow up with customers regarding the new equipment
• Monitoring the network queue to ensure that tickets (interviews) are being properly documented and tracked

Confidential, Jr. Systems Administrator, Washington, DC
8/11 – 12/11

• Tests software and hardware to evaluate ease of use and whether product will aid staff in performing work.
• Trains staff on software and hardware.
• Installs personal computers, software, peripheral equipment and sets up and manages network and email accounts in Active Directory and IP phone system
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

Confidential, Senior Helpdesk Analyst, Department of State, Washington DC
8/10 – 6/11

• Provide day-to-day technical assistance for the Dept of state and contractor personnel for PC, and associated software packages, network services and Internet applications using Remedy service tracking system.
• Perform workstations and software upgrades as required
• Perform customer service phone support
• Provide Blackberry and remote support
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

Confidential, Bolling AFB, Washington DC
2/09 – 6/10
Department of Defense, United States Air Force

• Provide day-to-day technical assistance to a major DoD agency and contractor personnel for PC, and associated software packages, network services and Internet applications using Remedy service tracking system.
• Perform workstations and software upgrades as required
• Remedy Action Request System
• Perform customer service phone support
• Provide Blackberry and remote support
• Perform System imaging/ PC and Mac
• Install hardware and software
• In-process and out-process users and provide analysis, training and assistance
• Implement wireless networking configuration
• Conduct hardware technical refreshes

12/07 – 8/09
Confidential, Jr. Systems Administrator, Fairfax, VA

• Will provide courteous customer service to the end-user community all times, either in person or over the phone.
• Using discretion and independent judgment, employee will provide e-mail and network services & support, including remote access capability, and perform the following computer systems operations/maintenance support duties in accordance with the requirements of the contract Performance Work Statement/Statement of Work:
• Testing Disaster Recovery Procedures.
• Performing daily backups of all assigned MS Exchange Servers.
• Creating Public Folders as needed.
• Setup, configure, test and monitor Outlook Web Access server for use of encrypted e-mail.
• Assisting users in operating and troubleshooting MS Outlook 2000/2003 clients.
• Monitoring and check Event Logs on all assigned MS Exchange Servers.
• Monitor application/system software and hardware operations.
• Perform routine/high priority system problem identification and high priority corrective action.
• Assist with the coordination of system resource availability with database analysts, system and applications programmers, and other users.
• Assist with the performance/overseeing of system administration and network management/administration responsibilities.
• Ensure compliance with electronic and physical security procedures and standards.
• Assist with directing and training users.
• Provide continuous liaison with users to identify unique and/or common difficulties and prepare plans for their resolution.
• Installs, configures, maintains, upgrade, and troubleshoots Microsoft (MS) Windows NT Server and Workstation; MS Windows 2000/2003 Network Infrastructure Administration; MS Windows 2000/2003 Server and Professional; MS Windows 2000/2003 Directory Services Administration; and MS Exchange.
• Will install, configure, maintain, upgrade, and troubleshoot Microsoft Office 2000/2003/XP/97 (Professional & Standard).
• Stay abreast of the latest developments in MIS technology and remain technically proficient at all levels of data processing while striving for enhanced user productivity through implementation of new software technology where applicable, and the implementation of policies that more effectively utilize MIS resources.
• Ensure the consistency and maintainability of existing applications by creating, maintaining, and enforcing standards/procedures for implementing technical solutions, in accordance with customer recommendations or specifications.
• Establish and maintain effective professional working relationships with co-workers, contractor personnel and customers.
• Read, understand and comply with the most recent Contract/Task Order Statement of Work and Contract Deliverables.
• Submit Contract Deliverables (CDRL) reports to the PM within specified contract guidelines.
• Follow policies and procedures as described in corporate manuals and directives.
• Attend work each day during scheduled work hours unless on approved time off.
• Perform occasional travel to contractor and customer sites, as required (see WORKING CONDITIONS below).
• Work flexible hours, including occasional overtime.
• Carry out other duties as may be assigned or requested.

6/05 – 11/07
Confidential, Sr. Hardware Installation Technician, Fairfax, VA

• Provides support for networked microcomputers and database systems as follows: 
• Conduct site surveys; assess and document current site network configuration and user requirements. 
• Designed and optimized network topologies. 
• Analyze existing requirements and prepare specifications for hardware acquisitions. 
• Prepare engineering plans and site installation Technical Design Packages. 
• Develop hardware installation schedules. 
• Prepare drawings, documenting configuration changes at each site. 
• Prepare site installation and test reports. 
• Configure computers, communication devices and peripheral equipment. 
• Install network hardware. 
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• Respond quickly and effectively to uncertainty and constant changes in technology.

7/04 - 1/05 Confidential, Customer Service Engineer, McLean, VA 
Member of a team that provided support to the ISSM of multiple DoD networks. Provided technical advice to the ISSM for presentation to OSD GIG Waiver and DSAWG Panels. Provided technical support in systems and Telecommunications Engineering. Experienced in Network Systems and Topologies - exemplified dynamic technical qualities that produce quality service and complete customer satisfaction. Assisted in review of DoD networks to ensure components are in compliance with DITSCAP. Trained in DoD directives regarding information assurance. Interacted with clients via email and telephone. Maintained the DISA's SNAP database to ensure the integrity of the OSD GIG Waiver process. Ensured the integrity of the VMS Database in support of the DISA FSO. Worked extensively with Microsoft office to create charts, tables, graphs, and diagrams to assist in analyzing for meetings, such as agendas and briefing notes. Analyzed requested component, proposed implementation plan for establishing connectivity for Unclassified (but sensitive) Internet Protocol Router Network (NIPRNET) services and migration plans to DISA services.

10/99 - 6/04 Confidential,Service Representative, Vienna, VA
Applicant was a member of the help desk group that provided registration and information services for the Defense Information System Network (DISN) Unclassified but Sensitive Network (NIPRNet). This group operated from the DoD Network Information Center (NIC). Applicant operated and maintained the NIC database to support the registration function of the NIC. He produces reports, and performs database and system backups. He evaluated data submissions for accuracy and compliance with defined policies, standards, and correct data forms. Applicant participated in testing of data processing software. He interacted with customers’ via-email and telephone and troubleshooted and analyzed user problems, using knowledge of SMTP, FTP, TELENET, TCP/IP, World Wide Web, and Routing of IP Addressing. Applicant responded to client queries regarding network operation, registration, and documented client questions and resolutions.

5/98 - 10/99 Confidential, Technical Analyst, Falls Church, Va
Applicant performed database operations for the Analysis Center at SAIC. This involved taking databases in MS Access received from the field and converting them into SQL Server compliant data. Applicant also interacted with the client. Applicant performed Y2K compliance duties such as scanning PCs with GASP 5.0. Performed code assessments and remediation. He processed NOMS (1.8 mil. lines of code) of C++ applications for USPS St. Louis. Using RS/2000, he analyzed COBOL applications (2.5 mil. Lines of Code). He processed Visual Basic 3.0 applications and performed the conversion of Visual 3.0 to 4.0/5.0 together with a senior programmer. Applicant converted clipper 5.0 code together with a consultant. He processed PowerBuilder 5.0 applications (FMSWIN) and prepared an assessment report in Turnkey 2000. Applicant assessed/remediated C++ code for compliant and non-compliant date variables. He assessed/remediated VB 3.0 code for compliant and non-compliant variables. Software tools included Turnkey 2000, RS/2000, Scanner/2000, Onmark for PowerBuilder, C++, Visual Basic and Skyline Scanner.

2/97 - 5/98 Confidential, Technical Analyst, Tyson’s Corner, VA
Applicant analyzed C++, COBOL, JCL, NATURAL, PL/1, ADA, and ORACLE code for the Y2K project. Lines of code were approximately 12 MLOC. He produced date variable reports for the client. This report consisted of compliant and non-compliant variables the client then used to assess the remediation effort. Tools used to assess the code included RX/2000, a custom developed scanner tool by Avatar Solutions, Inc.

10/95 - 12/96 Assistant Sound Engineer, Confidential
Applicant used Master Tracks Pro Software to edit music and music software.
Assist in all music and track recordings using the Tascam 2000. He made copies of the recordings and transferred them to CD using digital audio tape (DAT). 

8/94 - 10/95 Computer Operator, Beretta USA, Accokeek, MD
Applicant worked on a contract with the Department of Defense to perform data entry operations on a Solaris UNIX platform.

6/93 - 7/94 Confidential, Inventory Specialist, Waldorf, MD
Applicant used a hand-held computer to keep track of inventory throughout different stores.

EDUCATION
ITIL V3 Foundation Certification 
Network+ training
College of Southern Maryland, Computer Information Systems, AAS 1/02
Computer Learning Center, Diploma in Computer Programming, 7/96
Natural and Adabase, Northern Virginia Community College, 6/97
Mindbank Computer Training Course in COBOL, 2/97
Cbt's in Visual Basic, C++, Java, UNIX, COBOL, Access, Web Design, HTML,
SAIC Education: Life Cycle, Software Test Process, Software Review Process, Common Approach, Y2K CAPH Overview and Desktop Compliance.

SECURITY CLEARANCE
Public Trust

COMPUTER PROFICIENCY
COBOL, C, UNIX, LINUX, HTML, Dos, dig, ping, trace route, MS Windows 2000/XP/97, DNS, Outlook, Word, Excel, PowerPoint and Access), Microsoft Internet Explorer, Netscape, Mozilla, database management, Unicenter Remote Control Explorer, Active Directory, Cisco Secure, SMTP, Ubuntu, FTP, TELENET, TCP/IP, World Wide Web, and Routing of IP Addressing DISA, DISN, NIPRNET customers, SIPRNET customers, dial-up, Lotus Notes, CorelDraw, ActivClient for CAC PKI, Net sign. Remedy, Heat