OBJECTIVE
To contribute to the company growth through my overall experience

EMPLOYMENT

Desktop/Helpdesk Support Technician Tier II 2/2012 6/2012
Confidential, Washington, DC

• Provide assistant to users for PC Refresh/Deployment Project.
• Performed user pre-migration HW/SW assets management survey.
• Performed user pre-migration survey in preparation for XP to Win. 7 migrations.
• Resolved inquiries and issues via remote and telephone for Foreign Agriculture Service officers
• Activation, configuration and support of Blackberry devices for deployment to users.
• Asset inventory and configuration of Laptops for migration deployment to 980 users.
• Asset inventory and system preparation for decommission of equipment.
• Ensured compliance with applicable security and property accountability requirements.
• Knowledge Base update on BMC Remedy for resolution of issues.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops.
• Efficient and productive while working under tight time constraints
• Adaptable to unscheduled interruptions and changes to meet SLA requirements
• Excellent oral and written communication skills.

Principal Assistant/Management Technology Services 6/2011 - 1/2012
Confidential, MD

• Coordination of staff report development for presentation to Montgomery County Planning Board.
• Management of commission fleet tracking.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external commission officials.
• Handled human resource personnel confidential information with discretion to include distribution of recruitment candidates’ information to Planning Director.
• Assisted in desktop support upgrades to include A/V set-up and installation

Desktop/Helpdesk Support Technician Tier II 6/2009 6/2011
Confidential, Bethesda, MD

• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and system peripherals.
• Provided remote and telephone assistance to users via GoverLan and DameWare based on requirement.
• Inquiries and issues resolved during initial contact with client.
• Respond to complicated user questions on a variety of software packages and local area network issues.
• Performed customer service follow-up on status of items to ensure resolution - supported approx. 1800 users.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Configuration of IT systems for unit deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provides support for CAC (Common Access Card). Troubleshoots smart card readers, middleware and PKI (Public Key Infrastructure) Certificates.
• VPN configuration for remote users
• Provided network cabling installations and modifications as required.
• Mobile Device (Blackberry) configuration to include activation, soft reset and data backup/restore
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Knowledge Base created on BMC Remedy for resolution of issues.
• Performed data migration and configuration of XP systems
• Highly recognized for the delivery of exceptional customer service
• Excellent oral and written communication skills
• Member of the following IMD teams:
• MAPS Deployment Team - Configuration and data migration of Lenovo Thinkpad to medical personnel
• Desktop Computer Technology Refresh Team - System configuration and user data migration for medical departments desktop HW/SW upgrades.
• Transition Team - Relocation and setup of IT assets for departments/units/users in preparation to deploy to new medical facility

Customer Service Call Center/CSR/Desktop Support 9/2008 5/2009
Confidential, Hyattsville, MD

• Served as volunteer Sr. Customer Service Representative/Trainer by assisting in the system and ticket tracking for individuals contacting the Salvation Army for assistance.
• Training of new inbound call center representatives in CS procedures utilizing MS Office
• Performed weekly customer quality control survey and documentation maintenance.
• Development of standard operating procedures manual, forms and maintenance of filing operations.
• Performed in-house desktop support for hardware/software/AV installation, upgrades and maintenance.
• Performed upgrade, configuration, support of XP and Vista systems

Desktop/Helpdesk Support Engineer 9/2007 9/2008
Confidential, Washington, DC

• Assisted users via phone and field support in a wide range of Windows/Macintosh computer issues.
• Installed, upgrade and maintain desktop and portable computer hardware, software, printers, and peripherals.
• Follow-up on status of problems that remain open past reporting deadlines
• Resolved as many inquiries and problems during first contact with client.
• Tracked and managed software licenses and assisted with deployment of security patches.
• Inventory and configuration of Workstations/Servers for company deployment.
• Tracked trends and recommend corrective actions. Ensured compliance with applicable security and property accountability requirements.
• Provided minor network cabling installations and modifications as required.
• Expertise in troubleshooting hardware and operating system related issues for Desktops and Laptops
• Excellent oral and written communication skills

Electronics Center/Information Technology Specialist 10/2005 9/2007
Confidential, Hyattsville, MD

• Responsible for installation and troubleshooting hardware and software for users.
• Installed software, reformatted hard drives and reinstalled operating systems and inventory management.
• Upgraded and maintained center servers, printers, scanners and software as needed.
• Also served as a CSR/Computer Center Trainer by assisting in the development of individual members employable skills in the area of information systems and software (MS Office).
• Provided System and ticket tracking maintenance for inbound call center - Sr. Customer Service Trainer.

Executive Assistant/Investor Relations 8/2005 -10/2005
Confidential, Washington, DC

• Served as Executive Assistant responsible for management of executive calendar and coordination of travel plans for senior management staff.
• Generated correspondence for executive signature and resolution of issues as needed through ongoing contact with internal and external company officials.
• Handled corporate and personal confidential information with discretion.

SKILLS AND QUALIFICATIONS

Operating Systems

• Windows 98/2000/ME/XP/Vista/Win. 7, MAC OS X 9 - 10.6, Windows 4.0/NT, Novell NetWare 4.11, UNIX/C, DOS 5.0/6.2, JCL for TSO/VTAM, MVS, JES2, CICS Database Languages: Oracle Financial-DBA, INFORMIX RDBMS, Multiplan FDBMS, and DBASEIII+, Internet (HTML), Active Directory

Software

• ACT, Access, Adobe CS3, Adobe Designer 7, PhotoShop, Noah (Assoc. Membership Database), MSProject, MSOffice 2003 - 2010, WordPerfect, Lotus SmartSuite, CaLANder, Paradox 5.0, QuarkXPress, AmiPro, Lotus 1-2-3 (Windows), DELTEK, (Accounting/Timesheet), Illustrator, MSPublisher, CorelDraw 7, Coral Photo Paint 7, Harvard Graphics, Picasa 7.0, PageMaker, PowerPoint, Astound 4.0 for Windows, Print Master Plus Graphics/Freelance, Visio, TransPro (Encode/Decode), Credent CMG, Symantec WDE, Lotus Notes, MSOutlook, GroupWise, Internet Explorer, FrontPage, Flash4, JAVA, Citrix Receiver, LogMeIn, DameWare, GoverLan v7, BMC Remedy, HEAT 8.4 Call log, Ghost Imaging, Blackberry Desktop Software

DoD Certifications

Training USDA Information Security Awareness and Rules of Behavior (02/06/2012)
Department of the Agriculture OCIO/ITS

Certification - WNSF - Safe Home Computing Course (02/28/2011)
Department of the Army

Certification - WNSF-Portable Electronic Devices (02/28/2011)
Department of the Army

Certification - WNSF - Personally Identifiable Information (PII) (03/02/2011)
Department of the Army 

Certification - WNSF - Phishing Awareness Course (03/01/2011)
Department of the Army 

Certification - EPPC for CBRNE Basic Awareness Course (07/01/2009)
Certification: IAW CJCSM 3500.03A

Training - Customer Service Refresher (06/29/2009)
DeWitt Army Community Hospital

Training - DoD Information Assurance Awareness (02/23/2011)
Department of the Army

Training - OPSEC Web Based Training (02/18/2011)
DeWitt Health Care Network Training

Certification - Antiterrorism Level 1 Awareness Training (06/26/2009)

Training - HIPPA - Privacy and Security (07/02/2009)
Department of the Army

Training - SAEDA Training Module (02/18/2011)
Department of the Army

Training - Procurement Integrity (11/16/2009)
Catapult Technology Training

Certification - Department of the Army - The Employee\'s Safety Course F1 (03/03/2011)

Certification - Composite Risk Management Civilian Basic (11/19/2009)
Department of the Army