OBJECTIVE: Seeking a challenging position in Information Systems Support

EXPERIENCE

• Over 11 years experience delivering customer service solutions
• Interacts and communicates with Department Managers and Business Leaders to ensure high levels of customer satisfaction and compliance with company standards
• 8+ years of Asset Management and IT Procurement
• Evaluated and recommended testing and evaluation of new procedures of software and hardware
• Provided hardware and software support by phone, remote tools and desk side
• Proficient knowledge of IBM compatible computers for hardware and software troubleshooting
• Proficient knowledge of Windows 7, NT/XP/Vista operating systems
• Working knowledge of industry standards with regards to systems and network administration
• Windows XP technical support experience with advanced knowledge of the Windows registry, file and folder security, local/domain user security, GPOs, and operating system troubleshooting.
• Proficient with Microsoft Office 97/2000/XP and 2007
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills
• Experience with Microsoft SCCM 2007 OSD (Operating System Deployment) technical
• Self-motivated, with the ability to multi-task, work independently and learn technical information quickly

EMPLOYMENT HISTORY:

November 2005 to Present - Confidential, Technical Support Engineer II

• Develop and maintain technical support documentation and training material and assist in the development of standard operating procedures
• Provide end user support regarding PC, applications, and telecom problems
• Work with other business units to understand business requirements and provided solutions
• Manage end user accounts in windows\\client server environment using NetIQ
• Administrator of Avaya Phone System and Cisco WebEx Administrator
• Adhere to established PC policies, procedures, and standards, and ensured their conformance with Information Systems goals and procedures
• Ensure timely resolutions of Support Requests and Work Orders ad recorded in HP Open View
• Asset Manager and Procurement for all Desktops, Laptops and Printers
• Maintains and supports environment and ensures proper offsite management of tapes and data
• Responsible for creating all computer images and updating images
• Insure all updates or pushed out to computers using WSUS ( Windows Server Update Service)
• Responsible for all computer inventory and procurement of desktops and laptops
• Performs technical quality assurance by testing modifications and new solutions related to the job
• Participates in research and evaluation projects for new hardware and software solutions
• Assists with support of Cisco VOIP environment
• Documents processes and problem resolutions as required for general communication and process management

August 1999 - November 2005 - Confidential, (Perot Systems Contractor - Analyst III)

• Ensured timely completion of Incident Management tickets and Service Requests using Remedy
• Ensured installation qualifications are properly implemented and maintained
• Supported desktops, laptops, network and local printers
• Provided training to all new hires
• Worked as team member to develop, design and implement technical support systems or to complete specialty functions. Coordinates and completes projects according to plan
• Removed and installed network components (example: TCPIP. Windows Network)
• Responded to service calls and troubleshooting in the office and in the field
• Developed and prepared computer solutions
• Analyze user requirements, procedures, and problems to automate or improve existing systems

July 1997 - August 2000 - Confidential, Help Desk Support

• Provided Help Desk Support to internal customers via phone and remote tools
• Provided solutions for software and hardware conflicts
• Served as initial subject matter expert within the Customer Support organization on the entire product offerings with the ability to trouble shoot and determine root causes of problems while the customer is on the phone
• Provided 24x7 operations support to ensure applications and infrastructure are available as per Service Level Agreements
• Adhered to policies, procedures, and standards as it relates to call handling, issue processing, and documentation
• Supported customer technical issues by:

Asking appropriate questions to completely understand issue/request
Collecting all the information required to appropriately process request
Explain implications of service changes, set customer expectations, etc

SYSTEMS EXPERIENCE SKILLS:
Software: Microsoft Windows (9x, NT, 2000, XP, Vista0, Remedy, HP OpenView, Track-It, SMS, Novell, Microsoft Office Suite (97, XP, 2007), Lotus Notes, Outlook, Source Safe, Visio, Project, Cisco VPN, AT & T Dialer, IntelliSync, Palm, Blackberry, Norton Ghost, Bart-pe, Remotely Possible, Control It, McAfee Anti Virus Enterprise, Norton Anti Virus, Oracle, Reflections, Avaya IP Soft Phone, NetIQ, and Citrix

CERTIFICATIONS and TRAINING

• Microsoft Certified Professional
• Microsoft SharePoint Services 1 & 2
• Trained in MCSE Courses
• Community College of the Air Force
• Airman Leadership School (5 weeks)

Awards

• Air Force Outstanding Unit Award
• Air Force Good Conduct Medal W\\One Oak Leaf Cluster
• National Defense Service Medal
• Air Force Overseas Short Tour Ribbon W\\One Oak Leaf Cluster
• Air Force Overseas Long Tour Ribbon
• Air Force Longevity Service Award Ribbon W\\One Oak Leaf Cluster
• Air Force Training Ribbon