SUMMARY:

A position that will fully utilize my acquired Technical Administration, Project
Coordination/Management and Customer Service skills and contribute to a company’s present and future growth.

QUALIFICATIONS:

Advanced Administrative techniques, Customer Service, IT Training and Project
Coordination. Ms-Office Product Software Applications/OS: Word, PowerPoint, Excel, Professional
Windows 2000/7, Windows 2K/2K3, NT/2003 Server Operations, NT/XP Operating Systems, DOS,
cc: Mail, Outlook, Lotus Notes, Intranet/Internet, AR-Remedy, HEAT, Active Directory, Exchange Server 2003,
SAP, Share Point, Citrix/VPN Remote Access, RSA Token, VNS/DNS/DameWare PC access tools.
Hardware: Pentium based compatible computers (Compaq, Kayak, DELL, IBM, Gateway, Fujitsu & Lenovo Tablets).

EXPERIENCE:

6/09 Present, CONTRACTOR: (Agency)
Confidential,(Contractor: IT Project Coordinator). 4/2011-9/2011

• Provided Technical Administration and Customer Service support to internal and field Sales Force.
• Documented daily incoming calls and resolution details in to Remedy ticketing system.
• Collaborated with internal Network groups and vendors to resolve application errors.

Confidential, (Contractor: Customer Service/Help Desk Coordinator). 4/2010-12/2010.
Registered PSAT, LSAT and other scholastic tests.

Confidential, (Contractor: Level I/II Helpdesk). 6/2009 2/2010
Performed level I/II technical support documenting calls using Remedy ticketing system.

• Assisted end users with website and application training and student loan registrations.

01/08-05/09, Confidential,Operations Technician / IT Administrator.

• Monitored Box programs and dependent Job run times for accurate and successful run time performance and completion.
• Checked for failed and extended running active jobs. Performed hourly checks (per scheduled) on job details to investigate and correct any run-time errors.
• Initiated manual box/job functions to start, kil, place jobs on/off-ice, edited scripts, etc.
• Responsible to notify programmers and/or DBA’s of failure issues and coordinated appropriate corrective action within SAP systems.
• Maintained data/file configuration consistency and accuracy of performance across multiple platforms.
• Assisted in end users technical and functional application training.

04/07-01/08, Confidential, (INSOURCE, Inc. (Agency)).
(Contractor: Desktop Technician/Administrator).

• Assist with upgrade and migration of hardware and software applications on an XP network.
• Coordinated MAC requirements within work groups as scheduled. Insured deployment requirements of software/hardware are implemented, tested and migrated to production.
• Provide desktop support to end users and administrative/customer service support as required.
• Instructed users on general and proprietary software application functionalities.

1/05-04/07, Confidential, (Tier I/II Support Technician).

• Created/Added/Moved/Deleted and controlled all phases of new and existing user LAN and Group [Network/Distribution List (Mailbox)] accounts.
• Responded to phone and generated trouble tickets.
• Retrieved and restored lost or missing files using Assempra program.
• Maintained and controlled all equipment inventory [serial/part numbers] information in an Excel spreadsheet and updated as required.
• Performed network trouble-shooting techniques (Active Directory) to resolve user application and network issues.

04/98-11/03, Confidential, (ROTATOR (Agency). (Consultant: Technical Project Coordinator).

• Provided in-house desktop service and network service within an NT/Windows environment supporting user’s MS-98/2000 applications.
• Supported an influx of 850+ users throughout the Head Quarters facility and affiliated domestic/international site location with basic NetWare Administrator tasks (create, remove, reset, monitor and control User/Group Accounts).
• Performed inventory of Cisco Networking, PBX and [hardware/software] information in Excel spreadsheet.
• Cross referenced and reconciled inventory lists for review and record.
• Researched, followed-up and responded to user inquiries with creative and on-site problem solutions including direct escalations as required.
• Provide support releases to all client environments with the highest quality standards in support of the operation, development, the PMO and QA throughout multiple project life cycles.

Confidential, (Technical Administrative Specialist/ Administrative Supervisor/Manager (NCOIC/E-5 (Sergeant)). Primary duties of complete administrative techniques. Assigned to a non-prior service student training base responsible for transitional training, instruction and all other necessary administrative processes within a computer related technical training environment.

• Assisted in the development of training protocols and conducted educational training programs in compliance with U.S. Military protocols, policies and procedures.
• Maintained and controlled records of training, activities and student progression.
• Monitored and evaluated effectiveness of established program specifications and recommendations.
• Cross-Trained as Aircraft Technician to accommodate Air Force’s need for Administrative Supervisory position within an Aircraft Generation/System Fighter Wing (TAC Command).

EDUCATION:

COLLEGE, Confidential: Business Administration.

Confidential,SCHOOL(S): Administrative Specialist/ IT Administrator Technician/Aircraft Systems Technician.

Confidential,UNIVERSITY: Undergraduate academics.