QUALIFICATIONS SUMMARY

Detailed - oriented professional with over 7 years of information technology experience in the areas of network administration and analytical help desk support. Exhibits integrity, practical judgment, positive attitude, and excellent problem identification and resolution skills. Progressive thinker, motivated to drive projects from start to finish as part of a dynamic team. Proficient at managing major operating system, hardware and software implementation. Flexible, reliable and adaptable to changing work conditions. Well-versed in providing incomparable customer support in high call volume environments; demonstrating successful job performance and initiative with developing and applying innovative solutions. Ability to manage multiple assignments while meeting constricted deadlines. Superior oral and written communication skills; maintaining professionalism, patience and efficiency when handling customer concerns; increasing satisfaction with the level of service provided.

TECHNICAL SKILLS

Technical Competence: Adept at utilizing Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Visio and Access), Internet. Expert in Voice Over Internet Protocol configuration, Local Area Network security and monitoring, SharePoint. Additional highlights include:

• Systems Administration
• System Deployments and Migrations
• Hardware Repair/Upgrades
• User Support and Training
• Troubleshooting
• Security, Backups and Recovery

PROFESSIONAL WORK EXPEREINCE

Confidential

Department of State

Quality Team Analyst

Responsibilities:

• Direct projects that evaluate system processes, aiding in sustaining business operations and exceeding quality standards. Establish and revise procedures, checklist and job aids for process consistency and reducing error disputes.
• Service domestic and international customers; en suring timely defect management and resolution; Resolve pending issues and initiate preventative measures through staging environments to recreate and analyze user problems.
• Analyze new and modified Remedy tickets to facilitate resolve; delegating to junior system analyst for required action. Present consistent and constructive performance feedback to analyst and the management team.
• Make revisions to modules and data systems; manage the release of new systems and changes to existing systems. Administer user acceptance tests to assess functionality; create mock trouble tickets for use by development.
• Execute trend analysis to assess issues, and plan long-term resolution strategies for recurring problems. Compile and analyze data to prepare summary reports for senior management. Offer recommendations on program enhancements for continuous improvement efforts.

Service Desk Analyst

Responsibilities:

• Planned and implemented hardware and software upgrades for both stateside and international customers; performed system analysis to evaluate and test software and hardware installations to assess and apply corrective action to any problems detected.
• Supported mission-critical applications using Microsoft platforms. Produced reports for ticket system database, enabled analyst to achieve greater efficiency in entering trouble tickets. Provided customer service through chat, e-mail, and remote desktop.
• Managed extensive call volume; maintained a register of daily activities and performance to ensure conformity with service level agreements. Trained and mentored new Service Desk Analyst on best practices, policies and procedures to sustain productivity; performed quality assurance checks on service desk tickets completed by the team.
• Operated Active Directory administration to include the creation of user accounts, configuration and modification based on user and system administrator requests.
• Utilized the Exchange Management Console to complete advanced network administrative procedures; initiated, modified and managed shared mailbox accounts, distribution lists, network shares permissions, network printer permissions, and local workstation administration functions. 

PREVIOUS MILITARY EXPEREINCE

Noncommissioned Officer Training Coordinator 

Confidential, CA 

Responsibilities:

• Maintained statistical data of recurring training requirements for 172 Marines. Designed and conducted course evaluations and assessments to ensure objectives are met. Utilized Microsoft Excel to Track and measure all training for return on investment.  
• Arranged routine updates to department managers on accomplishments. Managed training records; liaison for instructors to address questions relative to compliance needs.
• Sustained computer accessibility; performed troubleshooting for problems detected; applied corrective action and reported system deficiencies.

Local Area Network Administrator

 Confidential

Responsibilities:

• Delegated work to junior administrators; provided training for handling user requests in the Remedy ticketing system.
• Installed and maintained various network services and related equipment and devices. Responded to reports of network problems.
• Monitored and managed remote devices; tracked node down-town and solutions to outages to recommend mitigating strategies. Reconditioned security protocols for optimal protection; ensured that backup systems were properly maintained and prepared.