SUMMARY:

• Performed Help Desk support for professionals in a contract position.
• Responsible for extensive desktop and application support within windows.
• Have understanding of remote installation services and building a lab environment.
• Have experience with setting up computers, working images, following procedures and documentation.
• Possess excellent written and verbal communication skills.
• Active listening skills and ability to adjust messages to audience level.
• Expert problem - solver, sorting through complex issues and conducting comparative analysis of multiple solutions.
• Troubleshoot PC/Printer device common issues.
• Understand, troubleshoot and resolve Ethernet and Peripheral connectivity issues.
• Performed PC re-builds, re-imaging, migration and device deployment.
• Ability to learn and comprehend unusual devices
• Knowledge of email fundamentals as it relates to the PC and MS Office Suite support.
• Desktop/PC Sup., Win9x, NT, 2K, XP, Vista
• PC / Server Hardware and Configuration
• Excellent Customer Service skills.
• Help Desk support for over 40,000 users
• Telephone-based customer service
• SmartStation and Bond Desk support
• Password resets and application troubleshooting
• Remote Access (off site) user support
• Secure environment with Federally-mandated protocols
• Collected and documented user's requirements.
• Designed and developed database architecture for information systems projects.
• Designed, constructed, modified, implemented - tested data models - database management systems.
• Conducted research and provided advice to other informatics professionals regarding the selection, application and implementation of database management tools.
• Operated database management systems to analyze data.

TECHNICAL SKILLS:

Technology and Tools: ACE Server Active Directory Adobe PageMaker ASP/Access Ed VPN Client (Citrix) Enterprise Direct MyED Exchange Migration Wizard GroupWise IIS/Apache on Windows MS 2008 Server MS Office Suite Peregrine Systems PHP/MySQL PICCT Production RACF (Rumba) Beta Backoffice (Mainframe) RSA SecID Admin SmartStation Administration Troubleshooting Windows platforms VMWare Windows NT/2000/XP/Vista/7 Adobe Acrobat Reader XML/ HTML/DHTML Avaya IP Softphone Aspect Phone 3.0

PROFESSIONAL EXPERIENCE:

Tier One Technical Support

Confidential, Richmond VA

Responsibilities:

• Maintained exceptional first call resolution stats and metrics within my support team.
• Allowed to Cross-train with Network Operations Team during the Wachovia/AG Edwards merger
• Assumed technical trainer role to assist with of new technicians
• Received several customer, manager and peer recognition s.
• Selected as a Subject Matter Expert to work with the first new employees converted during the AG Edward /Wachovia Merger.
• Point person manager would have to follow-up issues incorrectly handled by prior technician

IT Support

Confidential, Richmond, VA

Responsibilities:

• Help Desk with troubleshooting and repairing computers with Windows XP OS, answer phones, write contracts, track mail, pay bills, bookkeeping, preparing reports, AP, AR, deposit preparation, assist with daily office duties, enter data, ensure modem and router continuously working.

IT Support

Confidential, Geyserville, CA

Responsibilities:

• Help Desk Support on Windows XP OS and MAC (Leopard) for owner and employees. Ensure modem and router continuously working, repair printer and computers when necessary, answer phones, make reservations, write contracts, provide walk throughs, track mail, assist with daily office duties, enter data.

HSI Repair

Confidential, Fife, WA

Responsibilities:

• Help Desk customer service for High Speed Internet product. Advance troubleshoot Windows XP OS PC/Browser/E - Mail/Personal WebPage/Connectivity Firewall/Router/Hub problems and provide customer
• Required listening and analytical skills, with the ability to obtain key information and resolve complex service problems with first call resolution. Strong interpersonal skills.

Desktop Support Specialist

Confidential, Charlottesville, VA

Responsibilities:

• File Management, Systems Administration, Migration, identified current archive location, verified integrity of migrated archive file, uninstall and reinstall e - mail client maintaining integrity of .pst data.
• Configured and tested e-mail functionality through Outlook client. Configured any Personal Address Books that were migrated to be available in Outlook. Utilized Exchange Migration Wizard. Utilized selected VMWare.

Software Engineer

Confidential, Littleton, MA

Responsibilities:

• Member of a web development and delivery team chartered to provide a Technical Product Knowledge and Help Desk support for web portal to engineers in the Sales and Marketing organization.
• Coded new web pages utilizing HTML and Dreamweaver as required. Assisted with server administration. Worked with content contributors to ensure that new submissions met company standards
• Responsible for quality engineering across the entire site through the use of various industry and internally developed database tools. Personally maintained over 1,000 site categories.

Quality Engineer

Confidential, Westborough, MA

Responsibilities:

• Worked on a small quality engineering team testing a suite of software rapid application development tools under Windows 3.x, Windows 95/98, and Windows NT. Was also responsible for release engineering.

Technical Design Engineer

Confidential, Baltimore, MD

Responsibilities:

• Using Sylvan s proprietary IBMS software, created and managed computerized professional licensure examinations. Performed testing and validation on the examinations. Provided technical support, and aftermarket support for clients.