Qualifications Summary

Help Desk Technical Support Field Support

Action and goal-oriented IT professional with over 7 years of computer operations, technical and help desk support experience. Experience in progressive computer/network operations in a military data center within a mixed computing environment, which included Windows 2000/XP and interconnected mainframe. A proactive self-starter known for initiating process and system improvements to increase system stability and staff productivity. Technology savvy adept at moving into new environments and extrapolating from existing experiences to quickly adapt to new technologies fluently.

Additional competencies include:

• Complex Problem
• Resolution
• Written and VerbalCommunication Skills
• Diagnostic Skills
• Time Management
• Process Implementation
• Improvement
• Multitasking

Technical Expertise

Certifications:A+, Net +
Operating Systems:Windows XP, Windows 2000, Vista, Linux, Unix, and Apple
Hardware:Build custom PCs and firewall
Software:Microsoft Office, Active directory, SMS, Lotus Notes, Heat, VPN, Worksource, Cisco 3030, Shiva Intel, Blackberry 06 server, LAN Desk, PC Anywhere, SQL, Hyhena, Symantec Ghost, CAC, WSUS, Steel Velvet Radius, MacAfee, Symantec Anti Virus, MS Exchange, DameWare, MS Office communicator, Citrix, CMC,Device Anywhere, Remedy,Remedy Web, Snagit, Good Launcher, Good Management, RSA Authentification
Networks/Protocols:
Professional Experience

Confidential, Norfolk/Hampton, VA July 2009 Present
Help Desk Operator/ Technician
Provided first and second level technical support for PRA employees. Locations in Virginia, California, Tennessee, Alabama, Kansas, and Nevada. Responsible for trouble shooting hardware, software and connectivity issues for a Windows XP, Windows Server 2003 and Exchange 2003 environment. Averaging 30-50+ calls per day, and over 400+ calls per month Provided timely resolution to support mission critical application users and VPs

Provide technical support via telephone, onsite and email to correct XP, network, Office 2003, Blackberry, Symantec, Printer, PRA web application, VPN, Avaya CMS, Remote Manager, Avaya Site Administration, Analog and Digital phone patching, cabling and punching, active directory and account issues

• Provided technical support via telephone on site and email to correct XP, network, Office 2003, Blackberry, Printer, PRA web applications, Active Directory and account issue
• Used in house ticketing system to track and resolve issues
• Asked to relocate to Hampton VA to be lead tech and Project Technician for 3 million dollar site expansion project.
• IT site leader for Hampton
• Worked directly for VP of HRO on day to day technical issues for immediate staff and call center representatives
• Earned solid reputation for resolving complex issues and providing exceptional customer service
• Worked with desktop and production support to restructure processes to improve helpdesk productivity
• Trained and mentored new hire to assist with day to day technical operations of Hampton site

Confidential, Bristol, CT Oct 2008 July 2009
Help Desk Operator/ Technician
Provided first and second level technical support for ABC, Disney and ESPN employees. With locations in the U.S, Europe, and Latin America. Responsible for trouble shooting hardware, software and connectivity issues for a mixed Windows 2000/XP/Vista and mainframe environment. Averaging 30-50 calls per day, and over 400+ calls per month Provided timely resolution to support mission critical application users and VIPs

Provide technical support via telephone on site and email to correct XP, network, wireless, dial-up, Office 2003, Blackberry, MacAfee, Printer, ESPN web application, active directory and account issues

• Provided technical support via telephone on site and email to correct XP, nework, wireless, Office 2003, Blackberry, Printer, ESPN web applications, Active Directory and account issue
• Maintain records ofproblems and remedial actions taken using Remedy tracking system.
• Earned solid reputation for resolving complex issues and providing exceptional customer service
• Worked with desktop and production support to restructure processes to improve helpdesk productivity
• Part of a two man team that provided after hour support to west coast users
• Assisted in training new employees and helpdesk team members

Confidential, Hartford, CT May 2008 Sept 2008
Help Desk Operator/ Technician
Provided first level technical support for global IT infrastructure supporting 15,000+ employees throughout the U.S and overseas. Responsible for trouble shooting hardware, software and connectivity issues for a mixed Windows 2000/XP and mainframe environment while also supporting A.I.G/Bank of Americas financial applications. Provide timely resolution to support mission critical application users.

• Provide technical support via telephone on site and email to correct XP, network, wireless, dial-up, Office 2003, Lotus notes 6.2, Blackberry, MacAfee, Printer, HSB web application, active directory and account issues.
• Assist with repair of onsite computer systems for existing customers and maintain client documentation.
• Perform upgrades/patches on XP, Lotus notes 6.2, wireless and HSB web applications. Using remote tools, PC Anywhere and LAN desk.
• Repair and maintain HP printers, monitors, scanners, desktop/laptop hardware
• Load new software and systems on equipment.
• Test XP with MacAfee to ensure the elimination of bugs or viruses.
• Configure and troubleshoot wireless router activities prior to shipping them out to remote users.
• Oversee the daily performance of computer systems on 11th floor.
• Maintain records ofproblems and remedial actions taken using HEAT tracking system.
• Lead tech in the setup of wireless for 6th and 7th floor. Gathered up MAC addresses for NAC test pilot for wireless security. Distributed wireless profiles to all laptop users on 6th and 7th floor. Provided results for individual testing of connection speed and availability on both floors. Created FAQ for staff once test pilot was complete.
• Achieved the highest level of productivity, handling over 300 per week. 50+ calls daily
• Earned solid reputation for resolving complex issues and providing exceptional customer service.

Confidential, Newport RI April 2004 - April 2008
IT Technician

Provided1st and 2nd level phone, email and fields support to Junior/Senior military officers, State delegates and Forgien nationals/militants. Troubleshooting various windows 2000/xp, MS Office issues. Personally responsible for the technical needs of 400 military students combined with the staff of 1200 that were supported on a daily basis. Promoted to lead tech/supervisor after 2 years of dedicated hard work.

• Installed and configured Windows2000/XP, Office 2003 and Blackberry software to meet Department of Defense regulations.
• Provide technical support via telephone and email to resolve Windows NT/2000/XP, Outlook 2003, Desktop and Laptop issues.
• Perform upgrades of Windows 2000 to XP and Office 2000 to 2003 on computer systems via remote SMS/WSUS/Patchlink.
• Repair and maintain Printers, Scanners, Blackberry, Desktop and Laptop hardware.
• Used Symantec Ghost to wipe DOD machines before being D.R.M.O. destroyed or given to state funded programs.
• Created Symantec Ghost server in IT office to increase the ability to wipe Laptops from 2 at a time to 10.
• Personally responsible for the accountability of over 110 Laptops.
• Maintain records ofproblems and remedial actions taken using Bridge track Ticket tracking system.
• Configured 7280 and 7290 Blackberry devices for VPN dial up resulting in military officers having that ability to get there email while on travel.
• Used Shiva Intel LAN Rover to allow users to dial in via VPN.
• Configured military and personal Laptops for secured wireless profile Eagle1 to ensure wireless capability for military staff and students.
• Created new accounts/email groups/machine and user restrictions through active directory /Hyena.
• Used SQL to run back end queries for Active Directory.
• Used group polices to lock down loaner Laptops, so unauthorized DOD programs, applications and connection were not used or uploaded.
• Uploaded and configured Active Card Gold for CAC users. This allowed users to read classified and unclassified email.
• Promoted to supervisor of IT office.
• Trained new military staff and students on how to use Laptops/email/accessing machines and DOD network policies.
• Lead technician for over 400 students.
• Supported a helpdesk user base of 1700.

Education

Associates, Finance

Confidential Information Technician Training (Currently hold SECRET Clearance)