Objective

To gain employment with a company or institution that offers me a consistently positive atmosphere to learn new technologies and implement them for the betterment of the business.

Professional Experience

Confidential August 2010 February 2012 Washington D.C Help Desk Coordinator 3

• Troubleshoot desktop issues of Vista and Windows 7/Microsoft 2007/2010
• Critical End User Application Support (Microsoft Office/Coral WordPerfect)
• Assisting user with RSA Management to connect to VPN from home (Nortel)
• Network connectivity troubleshooting
• Blackberry troubleshooting and support (Blackberry Enterprise Server)
• Terminal Server Remote Connectivity
• Working with Windows Server 2008 in VMware
• Inbound and Outbound calls supporting DOJ clients
• Remote Support for all DOJ clients
• Active Directory

ConfidentialAugust 2008 May 2010 Washington D.C Helpdesk Analyst/Tier 2 level

• Provided remote support for Windows XP, Vista
• Application Support such as: Microsoft Office 2003/2007 Professional, Lotus Notes, and WordPerfect.
• Provide Desktop support for the World Bank Staff via SMS remote access
• Used Remedy Ticketing system Responsible for maintenance on Knowledge Base Database.
• Active Directory: Creating User, Setting /reset passwords
• Provided IT support to bank employees via the remote access programs Get system and Go To Assist. I connected to the clients computers and then trouble shoot the issues they may be having with various bank softwares as well as with issues pertaining to the bank computers.

Confidential September 2007 May 2008 Help Desk Analyst

• Provided first level troubleshooting and resolution of security applications in a Helpdesk environment and documented all calls in HEAT Database.
• Produced trouble tickets for issues surrounding password reset, SAP application issues, legacy systems, secured Internet websites, and telephone issues
• Provided customer support to local and off site customers for phone and help desk
• Followed up with customer to ensure customer satisfaction with problem resolution
• Supported Navair and Navy ERP Systems for the US Navy

Confidential May 2007-July 2007 Patuxent River, Maryland Jr. Security Response Team Unit

• Provided security from visitor control desk and escorted personnel to classified areas
• Provided administrative support to the programs and Presidential Helicopter Support Facility
• Verified all personnel entering building by checking for visible badge identification
• Verified all visit requests and security clearance in BASICS
• Scheduled and maintained conference room use and answered phones with multiple lines
• Performed and monitored walk thru of the hanger facility for safety and security purposes
• Monitored laser perimeter awareness system
• Reported and responded to all threats and conducted roving patrols
• Responsible for freight delivery inspections and Foreign Object Debris inspections
• Used closed Circuit Television to monitor hanger and surrounding areas in accordance to current Government Regulations
• Possessed a Secret clearance

Confidential July2006-May 2007 Washington D.C Claims Processor

• Entered insurance claims into companys database, Nasco, so they could be accessed, sorted, and stored for future references
• Researched and analyzed claims issues.

Confidential November2005-May 2006 Colombia, Maryland Client Services Representative/Technical Support

• Served as a client service representative who assisted physicians in locating proper paperwork and ensured the patients reports were handled in a timely manner
• Conducted internet searches using in-house software, Corporate Database (Web life and DEP)
• Performed demographic matching
• Ensured patients name, date, medical record and job number matched the appropriate record
• Acted as a customer service representative by answering telephones in a professional, timely manner and communicated effectively via email with physicians
• Used Lotus 6.5 and Microsoft DOS commands

Confidential July 2004-October2005 California, Maryland Technical Support

• Entered customer repair data into local market database to ensure proper tracking of all repairs for products in warranty and out of warranty
• Provided upgrades and/or replacements of products
• Accurately completed work orders and paperwork for shipping of warranted and non-warranted phone to different manufactures for repairs and/or to be refurbished
• Responsible for reprogramming Verizon Wireless units as needed or requested by customer.
• Key Achievements: Top Tech Team Award for 3 consecutive months
• Responsible for diagnosing, testing, repairing and maintenance of Verizon Wireless equipment

Confidential March 2004-June 2004 Hunt Valley, Maryland Macintosh Technical Support Representative

• Supporting end-users over the phone with installation of hardware/software and networking components to meet personal needs
• Help diagnose and troubleshoot problems with individual or multiple computer systems in order to maintain proper functioning
• Key Achievements: Expressed skills that were taught in live situations and completed training class for Macintosh Help Desk

Skills

• Desktop\Laptop \Server part replacement
• Microsoft Office Professional 2003, 2007, 2010
• Windows Server 2003/2008/2008 R2
• Windows 2000, XP, Vista, 7
• TCP/IP
• Remedy ticketing system
• WordPerfect Office X4
• Desktop\Laptop \Server part replacement
• Microsoft Office Professional 2003, 2007, 2010
• Windows Server 2003/2008/2008 R2
• Windows 2000, XP, Vista, 7
• TCP/IP
• Remedy ticketing system
• WordPerfect Office X4