Objective

Obtain job security, longevity, and advancing within the fields of IT management; IT infrastructure, desktop support; server support; database management; telecommunications and IT security of information technology utilizing my strong secretarial abilities, leadership skills, ability to work well with others and excellent group skills.

Education

Computer Information Technology Major Graduated

• Graduation Date/Bachelors
• Bachelor of Science in Computer Information Technology

Certifications/Skills

DoD Active Secret Clearance

• Windows XP, Windows Vista, Microsoft Office Suite 2003 & 2007, Adobe Acrobat 7 & 9, Internet Explorer 6 & 7, Symantec Ghost; Microsoft Access, Microsoft Database, , Printer Maintenance, 65 WPM, HP Printers, HP Digital Senders, Dell laptops, Dell desktops, Smart Card Readers, Anti-Virus Software, COTS products, Windows XP/2003, AutoCAD, Apply software design concepts and methods, Imaging software ; Unicenter Remedy Suite; BMC Remedy; Heat Ticketing System, Remote Access (VPN, Web VPN) ; Outlook Web Access; Rumba, McAfee anti-virus; Verizon & AT & T BlackBerry's

Experience

Confidential,[September 2010 - Present] Atlanta, GA
Help Desk Specialist

• Duties and Accomplishments
• Assist clients in one of 2 major employment agencies with status inquiries on applications
• Ensure customer has a full understanding of processes
• Interchange roles within an administrative environment
• Frequently communicate through email
• Lockheed Martin [September 2009 - September 2010] Arlington, VA

Asst IT Support Site Lead / Senior Desktop Support Agent (Tier 2 & Tier3)

• Duties and Accomplishments
• Lead & supervise a team of techs that support over 200 users;
• Daily morning briefings informing upper management on progress, issues, and accomplishments of location
• Generates daily reports to be sent to upper management that involved planning and delivery of information technology customer support services;
• Supported COTS software similar to Rumba in a client base of 2400 or more
• Active Directory/GAL - Resetting Passwords, Unlocking User Accounts
• Ensures that customer needs are addressed while the system regulations have been changed
• Works with manufacturer\'s representatives along with other vendors to solve problems with malfunctioning equipment;
• Plans and coordinates with over 200 users for installation of new Dell laptops and Dell Desktops ;
• Oversaw site of 7-9 help desk techs who were responsible for hardware and/or software installations;
• Resolves customer support requests involving integration or configuration related issues using BMC Remedy database;
• Provides client training in IT Security methods, system and component requirements, project management methods, and IT infrastructure;
• Provides LAN server support using switches, routers, and hubs;
• Adjusts to placement of new site environments occasionally;
• Distributed open tickets to a staff of 3or more technicians;
• Documents solutions to problems on Remedy database;
• Helps by giving expert advice on cost-efficient efforts;
• Helps prepare for high priority projects involving software installs including Microsoft Office Suite, Microsoft Database, Visio, Acrobat, AutoCAD'
• Troubleshoot Verizon & AT & T Blackberry devices;
• Communicate through Office Communicator messaging services;
• Maintain service level agreement limits;
• Provides LAN server support using switches, routers, Microsoft Server 2003, and hubs;
• Set-up of microcomputers;

Confidential, [March 2009 - September 2010]Arlington, VA
IT Help Desk Technician (Tier 1 & Tier 2)

• Duties and Accomplishments
• Point of contacts for techs that needs coverage for sick leave, vacation leave, etc.
• Assist callers with troubleshooting operating systems such as Windows XP;
• Records calls made in appropriate categories using Unicenter remedy Suite;
• Assist callers with troubleshooting Microsoft Office Programs & COTS Programs;
• Resolves problems with installation of new equipment and software;
• Monitored sensor net on a network of 10 locations throughout the Arlington, VA area;
• Monitor servers on a network of 3500 users;
• Provides client with training in IT Security methods, system and component requirements, project management methods, and IT infrastructure;
• Provides timely responses to client and management requests;
• Provides client training in the use of hardware, software, and/or network products;
• Provided status updates on requests on a regular basis; Performance tuning; digital cameras installation;
• Windows XP; Desktop/Laptop Configuration and troubleshooting;
• LAN Configuration; Imaged computers;
• Supported COTS software in a client base of 1200 or more.
• Active Directory/GAL - Resetting Passwords, Disabling accounts, Adding & Removing Accounts, Adding & Removing Workstations & Group Policy Administration;
• Manage tickets to avoid service level agreements;
• Plans and coordinates with over 2400 users for installation of new Dell laptops and Dell Desktops, HP Printers and HP Scanners ;
• ticketing systems to record calls;
• Assembles complete workstation that included card reader, mouse, keyboard, screen filters, speakers, and monitors;
• Thoroughly cleaned virus infected machines using Spyware Cleaners and Virus Detection Software;
• Used Remote software to access workstations;

Office of Information Technology Assistant / Help Desk Support (Tier 1)

• Duties and Accomplishments
• Assist callers with troubleshooting with operating systems such as Windows XP/200/Vista;
• Recorded calls made in appropriate categories; Assist callers with troubleshooting;
• Troubleshoot Microsoft Office Suite;
• Records calls made in appropriate categories using Heat Remedy database;
• Monitor servers on a network of 500+ users;
• Assist callers with troubleshooting Windows Software;
• Provided users with status updates on remedy requests on a daily basis ;
• Oversaw computer lab of a limit of 30+ students;
• Desktop/Laptop Configuration and troubleshooting,;
• Trained student with the setup WIFI configurations on personal laptop from Dell to HP to Compaq computers;
• Assisted in WLAN/LAN Configuration;
• Utilized Symantec Ghost to image machines for use in a high traffic area;
• Active Directory/GAL - Resetting Passwords,
• Troubleshoot HP Printers along with configuring them;
• Used Remote software to access workstations;

Confidential, [ June 2008 - August 2008 ] Washington, DC
Dept of Defense Intern

• Created Presentations/Briefs;
• Fax/Email, Monitoring and researching industry IT trends;
• Provided customer service, Support the Senior Analyst in IT software and hardware standards;
• Utilized Lean Six Sigma concepts to create new ideas;
• Vendor outreach, IT trends;
• Partnering with vendors;
• Vendor coaching. Clinger-Cohen Act Process.