Career Objective: Over seventeen years combine military and progressive experience in computer administration, office management and customer service, both foreign and domestic. Areas of expertise include: managing, instructing, developing, and testing software programs to promote timeliness and increase customer relation and productivity.

Core Capabilities Include: Articulate, energetic, person with keen organizational, supervisory and managerial capabilities, able to exhibit and apply many years of experience and expertise. Skilled in server administration, helpdesk support and hands on exposure to hardware and software for Apple, Hewlett Packard, Dell systems has given insight to practical and effective measures for installing, maintaining, and upgrading most systems.

ACHIEVEMENTS, TRAINING, AND EDUCATION

• Enrolled at DeVry pursuing Computer Information Systems degree
• Upgrading, Administering and Managing Exchange Server
• Dell certified on laptops, desktops, and printers
• Certified Help Desk Manager
• Hewlett Packard certified on laptops, desktops, and printers
• Associates Degree in Computer Studies
• A+ Certification (1998)
• High School Graduate

PROFESSIONAL EXPERIENCE

Confidential, September, 2010-Present Senior Desktop/Server Administrator/IT Support Specialist Serve as the Exchange and Desktop Administrator. Major responsibilities include:

• Manage Exchange 2007 user and admin functions
• Installing and training user on PDA devices, primarily blackberrys, adding, deleting, and upgrading users on the Blackberry Enterprise Servers (BES).
• Assist in resolving everyday Help desk issues, provide tier three software support for approved desktop applications

• Assisted network engineers with the maintenance and upgrading of servers.

Confidential, Information Technology Manager January, 2009- February 2010 Served as Information Technology Manager, Major responsibilities included:

• Responsible for overall day to day management of the firms IT needs
• Managed (60) support technicians ranging from network apps, hardware and desktop support
• Managed/Supported several different locations, both foreign and domestic
• Coordinated with firms Management Committee to implement new technologies
• Exchange, Active Directory and Blackberry Server Manager
• Tracked firm spending for all IT needs
• Oversaw server management by vendors and 3rd parties
• Conducting training sessions for attorney and senior staff on the use of the blackberry device
• Assist in managing firms servers: Backup, Exchange, Document Servers
• Assisting with the administration of the Firms computer desktop packages

Confidential,Information Technology Blackberry/Desktop Manager February, 2008- January, 2009 Served as Senior Helpdesk Analyst, Major responsibilities included:

• Blackberry-VM Server Manager
• Conducting training sessions for attorney and senior staff on the use of the blackberry device
• Assist in managing firms servers: Filesite, Exchange
• Assisting with the administration of the Firms computer desktop packages., Office 2003, Filesite Document Management and Legal MacPac

Confidential Technology Services Senior Helpdesk Analyst December, 2006 -February, 2008 Served as Senior Helpdesk Analyst, Major responsibilities included:

• Provide tier three software support for the Firms approved desktop applications
• Installing and training user on PDA devices
• Conducting training sessions for staff in the Office 2003 Suite, document management systems and all standard Firm desktop software when needed
• Installing, testing, and troubleshooting new software updates
• Assisting with the administration of the Firms computer desktop packages, e.g., Mailsite Document Management and Legal MacPac
• Assisting in the creation of Software Quick reference Guides for standard Firm desktop software

Confidential October, 2003- December, 2006 Accounts Operation Manager Helpdesk Manager Currently serving as the Help Desk manager for Dow Lohnes Albertson. Major responsibilities include:

• Assist in resolving everyday Help Desk Issues
• Provides instruction/coaching to direct line supervisors
• Lead site communication using all region and Williams Lea vehicles
• Lead performance management at the site by working in coordination with supervisory team to coach, train, develop, and complete and deliver performance reviews, and development plans
• Respond to employee survey by creating an action plan and using continual employee feedback to create the most motivational environment
• Manage the disciplinary process ensuring that performance feedback is given to employees in a timely and consistent manner and documented in line with company policy
• Manage the flex staffing model (support staff of 75) to ensure that the site is appropriately staffed and operating at the most cost-effective level
• Approach site compensation, promotional increases and merit increases strategically, balancing employee rewards and site profitability

Confidential, Washington, DC January, 1997 - October, 2003 Information Technology Department Help Desk Coordinator; Network Analyst; Trial Site Coordinator Served as Help Desk Coordinator; Network Analyst; and Trial Site Coordinator. Major responsibilities included:

• Responsible for setting up offsite trial offices, to include network and desktop operations
• Coordinated with vendors and contractors for services and billing procedures
• Oversaw PC preparation by technician to be setup for users
• Coordinated with users to insure timely and smooth transition
• Coordinates training with users and PC trainers
• Coordinated with Help Desk personnel to insure effortless computer transition for users
• Maintained inventory for all computer hardware
• Provided level 1, 2, and 3 help desk support for more than 800 users
• Instructed users on the use of Macintosh, Hewlett Packard and Dell computer system
• Performed training techniques to troubleshoot and correct software problems for all users
• Installed, upgraded, and maintained computer based peripherals (cd roms, laser printers, and scanners)

Confidential, January, 1989 - December 1997 Directorate of Information Management Help Desk Coordinator; Senior Systems Analyst; President, (BOSS) Better Opportunities for Single Soldiers Served as help desk coordinator; network manager; applications trainer and President for BOSS. Responsibilities include the following:

• Instructed students on the use of Macintosh and IBM systems and applications
• Provided Help Desk support for the entire installation, over 10,000 users
• Maintained accounts and security for users with a wide variety of access means
• Installed local network capability and file sharing (including cabling and software for over 300 users)
• Installed and operated Macintosh and IBM video capture software and hardware
• Provided desktop publishing services for the Computer Science School
• Assisted users with security, file sharing, downloading and preservation of files for a Microsoft Local Area Network using Windows for Workgroups running Windows NT
• Received Army Commendation Medal for outstanding service as Help Desk Administrator for the Taegu, Korea community.
• Received Army Achievement Medal and numerous other awards for developing Multi-Media presentations using the latest software, audio, and video technology

Operating Systems: Windows 7, Windows XP; Windows Server 2008, Linux

Software Proficiencies: Microsoft Office 2007, 2010; Active Directory, Exchange Server 2008 2010, Net Documents, BES software, Adobe Products; , DNS/WINS, DHCP, VMware, Networking, SAN, backup/recovery , Lotus Notes, IManage, Deltaview; Remedy; Track-IT; SMS, Quick Books

Hardware: Dell, Hewlett Packard and Toshiba Laptops and Desktops; Hewlett Packard and Dell Laser Printers, Scanners; Backup Systems, Apple Products; Blackberry, Other Smartphone devices.

Excellent Professional References Available Upon Request