TECHNICAL SKILLS:

• Administrative Writing Skills
• Great Verbal Communication / Strong client - facing skills with superior oratory and organizational skills
• Ability to work multiple projects, handle multiple tasks simultaneously, and to switch between tasks quickly
• Ability to deal with ambiguity and change
• Good Reporting Skills
• Microsoft Office Applications (Word, Excel, PowerPoint, Access)
• Microsoft SharePoint
• Professionalism
• Problem Solving

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• BMC Remedy Ticketing System to Log all customer’s needs and follow up to completion
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Blackberrys, Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls in the Service Desk Call Logging system (SCSM)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Blackberry account management and provision
• To arrange for external technical support where problems cannot be resolved in house

PC Technician

Confidential

Responsibilities:

• Disconnected (SIPR) existing docking stations, monitors, keyboard, mouse, phones, power cable, cable from wall jack to end-user device, and any ancillary devices such as speakers, camera, and headsets
• Re-installed (SIPR) equipment at new location.

Help Desk Analyst/ Technical Support Security Division

Confidential

Responsibilities:

• Create a customer incident tickets in Remedy/HEAT
• Provide technical support to end users on a variety of issues and ensure ongoing superior client support and maintain customer relationships.
• Identify, research, and resolve technical problems and issues related to desktop computer hardware, operating systems, and software applications for Windows OS (XP,7, 8.1)
• Manage open trouble tickets and provide remote troubleshooting and resolution.
• Install, upgrade, maintain, and troubleshoot peripheral devices
• Help Desk Administration
• Manage user accounts within Active Directory including disabling/enabling accounts and password resets
• Troubleshoot desktop and remote connectivity issues Configuration of Windows 7 Desktop settings
• Knowledge of the Microsoft Windows OS (XP & 7), Microsoft Office 2010, and Microsoft Active Directory to resolve and respond to customer questions and requests ;

Confidential

RF Field Technician

Responsibilities:

• Provide technical support to end users on a variety of issues and ensure ongoing superior client support and maintain customer relationships.
• Identify, research, and resolve technical problems and issues related to desktop computer hardware, operating systems, and software applications for Windows.
• Create and manage open trouble tickets and provide remote troubleshooting and resolution.\
• Perform cell site installations, maintenance and network testing of the Clearwire/Sprint Wireless Network. This includes installation and maintenance of cellular base station equipment, microwave radios, other network infrastructure equipment, tower lighting controls as well as rectifiers and batteries.
• Perform routine maintenance of cell site electronic equipment including but not limited to GSM and UMTS base stations, licensed and unlicensed Ethernet microwave radios, Routers/Switches, DC power conversion equipment including batteries, standby generators, antennae and transmission lines and/or fibers.
• Monitor the performance of the base stations and microwave for any deficiencies or improvements that need to be made. Determine and coordinate capacity additions with field and switch personnel. Determine and coordinate retune of microwave radios.
• Assist tower crew in the alignment of microwave paths.
• Assist tower crew in the repair of PCS/microwave lines and antennas.
• Maintain/prepare all applicable cell site records and maintenance reports.
• Receiving, sending off to repair, and inventorying of all necessary equipment for maintaining cell sites.
• Required On Call rotation. Be available 24 hrs. a day to resolve after hours issues or to assist other team members when they are on call.
• Responsible for maintenance and professional appearance of service vehicle, according to company policy.

Radio Communications Supervisor

Confidential

Responsibilities:

• Supervise and prepare work schedules for team.
• Resolve connectivity problems and complex maintenance faults for radio equipment.
• Plan and coordinate line-of-site or tropospheric scatter communications assemblage deployments and system operations.
• Write standing operating procedures (SOP) for multi-channel operations.
• Develop training programs.

Financial Management

Confidential

Responsibilities:

• The finance management technician is responsible for financial management duties such as budgeting, budget forecasting, disbursing and accounting for government funds.
• Make sure vendors are paid, budgets are balanced and financial matters are met so the Army keeps running.
• Receive and post documents to accounting/budget systems
• Process treasury checks for payment and pay for invoices
• Maintain files and prepare financial reports/travel vouchers
• Review contracts, invoices and receive reports
• Accounting and auditing final pay reports
• DODFMR compliance
• Training junior Soldier’s and creating SOP’s
• QuickBooks
• Enduring superb customer service to our clients and vendors.
• Unit Administrative Management

Confidential

Responsibilities:

• This was an additional duty for 10 months.
• Responsible for maintaining over $1,000,000 of inventory.
• Performed contract planning and management duties in a tactical unit environment.
• Responsible for tracking trends in consumable items, forecasting future needs of the unit and planning for acquisition of the needed equipment and supplies.
• Supervised performance of maintenance of existing inventory equipment and supplies.
• Provided periodic updates to the commander of the state of current inventory as well as future supply trends.
• Supervised counseled and disciplined four soldiers in the unit supply office.
• Provide the following support services:
• Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories
• Provides information by answering questions and requests.
• Maintains supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies; verifying receipt of supplies.
• Completes operational requirements by scheduling and assigning administrative projects; expediting work results .

Observer Controller Trainer

Confidential

Responsibilities:

• Provided focused training to prepare active and reserve component soldiers to perform their duties in a combat environment.
• Trained soldiers in Counter Insurgency Techniques, Escalated Rules of Engagement, Improvised Explosive Device (IED) Combat and Defeat Techniques, Troop Leading Procedures, Composite Risk Management and After Action Review Procedures.
• Coordinated Training schedules
• Conducted After Action Reviews

Drill Sergeant

Confidential

Responsibilities:

• Responsible for training, counseling, guiding and disciplining 40 to 60 soldiers in Basic Combat Training in cycles of 9 weeks.
• Trained the new soldiers in areas of battlefield survival, combat techniques and tactics, weapons, drill and ceremony as well as other areas of basic military knowledge.