Objective:

Obtain job security and longevity within my field of study of information technology utilizing my strong secretarial abilities, leadership skills, ability to work well with others and excellent group skills.

Education:

Computer Information Technology Major

• Graduation Date/Bachelors
• Bachelor of Science in Computer Information Technology

Certifications/Skills:

• Obtained DoD Active Secret Clearance
• Obtained DHS Active Secret Clearance
• Can obtain Top Secret Clearance
• Security+ In Progress
• WEB DESIGN/ GRAPHIC DESIGN- 7 years experience - CSS, HTML, XHTML; Adobe Photoshop (6 years), Adobe Illustrator(3 years), Corel Draw, FrontPage, Dreamweaver, Layout design(6 years), flyers, banner advertisements, business ads, Adobe Acrobat(4 years), Internet Explorer 6 & 7(8 years), Firefox(2 years),PowerPoint(8 years), Ghost; Microsoft Access, Microsoft Excel, Microsoft Office, Printer Maintenance, Microsoft Word, 65 WPM, Firewall, HP Printers, Dell laptops, Dell desktops, smart card readers Anti-Virus Software, COTS products, Windows XP/2003, AutoCAD, Apply software design concepts and methods, Knowledge of Federal government IT policies and guidance and operating procedures, Imaging software ; Remote Access (VPN, Web VPN, Citrix) ; McAfee; Knowledge of project management principles and methods to lead a multifunctional development project in software analysis, design, development, and implementation, Ability to communicate orally

Experience:

[September 2009 – Present] Confidential,Arlington, VA
Assistant Tier 2 Help Desk Site Manager

• Confidential,
• Duties and Accomplishments
• Generate Daily reports to be sent to upper management;
• Oversaw site of 7-9 help desk techs;
• daily morning briefings informing upper management on progress, issues, and accomplishments of location;
• distributed open tickets; adjusted to placement of new site environments occasionally;
• help provide support and prepare for high priority projects: troubleshoot Blackberry devices;
• communicated through instant messaging services; assist techs with troubleshooting tickets
• provide detail concept of operations for the entire Help Desk operations including Tier 1, 2 and 3, and field site support
• Assists in monitoring and responding to technical control facility hardware and software problems utilizing hardware and software testing tools and techniques.
• Provides LAN server support. Assists with installation of terminals and associated hardware.
• Requires knowledge of data scopes, patch panels, modems, concentrators, and associated terminals network management and security software.
• Develops and maintains configurations for workstations, peripherals, and cabling.
• Provides client assistance support for the installation and set-up of microcomputers.
• Provides client training in the use of hardware, software, and/or network products.
• Provides support in hardware, software, and/or network problem identification and resolution.
• Operates help desk receiving and responding to requests for assistance.
• Provides minor hardware maintenance support including, but not limited to; board replacement, cable switching, communications devices, microcomputers, minicomputer and mainframe display terminals, and related peripheral devices; and develops documentation.

[March 2009 – Present ] Confidential,Arlington, VA
IT Help Desk Technician (Tier 1 & Tier 2)

• Confidential,
• Duties and Accomplishments
• Printers and Blackberry maintenance;
• New User Set up;Escalate Tickets to the right support group; Customer Service Skills; Configuring and troubleshooting LANs, WANS, and network services;
• Work independently; provided customer service; Assist callers with troubleshooting their computer operation systems; Recorded calls made in appropriate categories; Assist callers with troubleshooting Microsoft Office Programs; Assist callers with troubleshooting Windows Software;
• Provide timely responses to client and management requests; Status updates on such requests need to be provided on a regular basis; Performance tuning; digital cameras; Vista/Windows XP;
• Desktop/Laptop Configuration and troubleshooting; LAN Configuration; Imaged computers; communications protocols; Active Directory/GAL; Network Troubleshooting; Troubleshoot PC hardware; printers; Administered and changed passwords;
• Assembled desktop computers; ticketing systems to record calls; assembled complete workstation that included card reader, mouse, keyboard, screen filters, speakers, and monitors; added and removed workstations from domain; Performs a wide variety of technical duties; Thoroughly cleaned virus infected machines; Used Remote software to access workstations;

[ Feb 2009 - Feb 2009 ] Confidential,Help Desk Norfolk, VA
IT Help Desk Support Agent (Tier 1)

• Confidential,
• Duties and Accomplishment
• Assist callers with troubleshooting their computer operation systems; Recorded calls made in appropriate categories; Assist callers with troubleshooting Microsoft Office Programs; Assist callers with troubleshooting Windows Software; Performance tuning ;
• Used Remote software to access workstations ;Performance tuning; Desktop/Laptop Configuration and troubleshooting; WLAN/LAN Configuration; Imaged computers; Active Directory/GAL; Network Troubleshooting
• [ August 2006 – December 2008 ] Confidential,Norfolk, VA

Office of Information Technology Assistant / Help Desk Support (Tier 1)

• Confidential,
• Duties and Accomplishments
• Assist callers with troubleshooting their computer operation systems; Recorded calls made in appropriate categories; Assist callers with troubleshooting Microsoft Office Programs;
• Assist callers with troubleshooting Windows Software; Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis ;
• Oversaw computer lab, Performance tuning; Vista/Windows XP; Desktop/Laptop Configuration and troubleshooting;
• WLAN/LAN Configuration; Imaged computers; Active Directory; Network Troubleshooting; Used Remote software to access workstations; Troubleshoot PC hardware;
• Administered and changed passwords; Assembled desktop computers; Performs a wide variety of technical duties; troubleshoot printer configurations

[ June 2008 – August 2008 ] Confidential,Washington, DC
Dept of Defense Intern

• Confidential,
• Created Presentations/Briefs; Fax/Email, Monitoring and researching industry IT trends; Provided customer service, Support the Senior Analyst in IT software and hardware standards.; Vendor outreach, IT trends; Partnering with vendors; Vendor coaching. Clinger-Cohen Act Process.

[Sept 2002 - June 2004 ] Confidential,Hampton, VA
Administrative Assistant

• Confidential,
• Filed papers, accurately typed papers; Utilized all office equipment; Calculated time cards, wrote business letters, conducted tour guides through school; Maintained organized office setting; Provided customer service