Summary of Qualifications

• More than 10 years of computer network system administration with strong end user support, troubleshooting and micro computing expertise.

• Proven experience in network/hardware/operating system technical support, system integration, PC assembly, and customer service helpdesk.

• The ability to quickly grasp new emerging technologies and identify the benefits and drawbacks of implementation.

• Very effective at enlisting the support of team members and vendors to ensure completion of organizational goals.

Technical Profile

Professional Experience:

Confidential

System Administrator

• I perform Exchange, Active Directory, Blackberry, and Good for Enterprise account administration. I create and manage AD accounts, Exchange mailboxes, BES accounts and Good accounts. I perform troubleshooting on email accounts, and all mobile devices.
• Provide citywide support for all messaging issues hardline and wireless. I document procedures and train technicians on changes in the messaging systems. I test and document the advantages and disadvantages of new mobile L F devices released by the major mobile providers

• Employ various management tools and work with the engineers to resolve hi impact issues Interface with agency POCs to ensure timely resolutions to agency issues Communicate problems in a non-technical manner to customers with varying levels of expertise.

Confidential

Tier 1 Lead Technician, ITServUs / PCN Strategies Contractor

• Manage the day to day activities of the Service Desk including shift schedule, shift adjustments, ticket awareness and management. Maintain situational awareness of call volume, agent workload, VIP tickets, and major issues. Acquire and maintain expert knowledge of emerging desktop technologies and software. Implement changes to improve service desk workflow.

• Provide telephone support for enterprise applications with the Administrative services Modernization Program ASMP Buyers version 7.1a SP 25 and Analysis 2.5 SP 10 of the Government of the District of Columbia.

• Ensure each problem is resolved in a timely manner Tract tickets accordingly using Remedy standards and escalate or reassign as appropriate according to the SLA attainment Communicate problems in a non-technical manner to customers with varying levels of expertise.

• Troubleshoot and reset password in PASS and Peoplesoft Platform applications: exchange server 2003 Windows XP Professional. Support applications: Remedy ticketing Avaya server phone systems and LANDesk Remote access . On and off-site, phone, and email support.

• Train government employees in proper procedures for the requisitioning and procurement of goods and services in LF PASS Train employees in documenting, reviewing, and approving staff in PeopleSoft Time and Labor Liaison agent for reassignment to the Tier 2 3 support desk.

Confidential

System Administrator /EDS Contractor

• Administered and supported hardware and software operations for a federal government contracted call center providing helpdesk support for the Fedtraveler.com website. Designed configured and implemented an intranet running mail, LF database, and message board applications in order to streamline the call center workflow improving how internal user communicated.

• Administered access rights to internal and external users of the Fedtraveler.com website via web based administrative console. Perform daily maintenance on the LF remote web and mail servers via secure VPN. Provided local end user support to all site employees.

• Created and documented procedures for disaster recovery plan. Acted as the POC for all infrastructure vendors. Planned and coordinated physical site move with multiple vendors toensure that zero downtime was experienced by clients during transition. Worked independently as the only IT professional onsite.

• Trained and administered users of the Avaya digital phone system. Performed phone system upgrades and backups. L F Audited, reported, and documented phone system use in order to provide management with the necessary figures to ensure that proper helpdesk coverage was present at all times.

Confidential

Digital Photo Editor/Desktop Support Education

• Performed editing of professional digital photos from flash memory cards and processed them for printing. Streamlined the editing process by training the other editors how to change the naming standard so we could utilize multiple flash card readers at the same time which increased the overall productivity in the lab.

• Provided network desktop support for the LAN. Installed new software and preformed routine maintenance tasks on high end PCs and digital photo printers.

Confidential

Information Helpdesk Specialist

• Assisted U.S. taxpayers who phoned in with questions regarding IRS tax filing requirements and website navigation during the 2004 tax season. Maintained a helpful and professional attitude while working with hostile customers. Ensured accurate documentation of all aspects of calls I received.

Confidential

Information Systems Specialist

• Converted a peer to peer based network to a centrally managed system. Researched necessary infrastructure changes to ensure a fluid working environment. Instituted broadband based internet distribution throughout LF the network replacing dial-up system. Designed needed disaster recovery and system backup plans.

• Research, upgraded, and purchased all office software and hardware. Configured and secured VPN network for offsite users. Setup and administered office PBX systems. Acted as the POC for all LF hardware, software and office supply vendors.

• Setup meeting multimedia presentation hardware and software for firm staff. Configured highly secure telecom portals to the FCC in conjunction with their technical staff. Provide training sessions to firm staff on new applications and hardware LF usage. Worked independently as the only IT professional onsite.