Systems Administrator - (Sava Solutions) Drug Enforcement Administration

(December 2011 - Present)

. Support multiple sensitive/secret programs for the DEA

. Monitor various systems and sources, collecting and analyzing network

and computing events.

. Conduct real-time analysis of ongoing events (network outages and

maintenance.)

. Analyze events, identify, and document malicious or unauthorized

activity on the network

. Generate resolution or escalation tickets based upon troubleshooting

results.

. Provide administrative assistance to users experiencing difficulties

within secure networks/system.

. Conduct all onsite support of migrations/installs of both hardware and

software

. Provide onsite desk-side support for all installs; ensuring all

machines are in compliance with network requirements/security.

. Resolve approximately 45-50 service tickets per day

Help Desk Technician - Verizon Fios

(June 2010- December 2011)

. Diagnose, troubleshoot, and resolve technical problems for hardware

and software

. Serviced as point-of-contact for first level end user support

. Resolve approximately 10-50 service tickets per day

. Provide daily technical support for e-mail, network, connectivity,

telecommunications, peripheral equipment, account and system

maintenance

. Helped transfer help desk requests from e-mail to web-based system,

reducing IT response time

. Maintain charting of service issues, including instituting "problems

and resolution" database

BlackBerry Brand Advocate (BES) Lead Sales Representative (LSR) -

Sprint/Nextel

(January 2007-June2010)

. Served as team lead supervising a team of 5-7 reps at a time

. Managed audits including safe, register, and inventory counts.

Processed tracking of all rep's sales data

. Systems administration edited and processing daily log using various

systems

. Controlled daily operations; opening/closings and all security

requisitions

. By exhibiting paramount customer care through in store service,

telesales, account management, troubleshooting and servicing

corrupted devices and accounts, and processing service affective

trouble tickets I was able to boost overall sales revenue while

obtaining great customer reviews on our sales surveys. By managing

other associates while obtaining successful customer reviews I showed

my aptitude to complete daily managerial operation and was offered a

promotion from part time to LSR

Lead Customer Service Rep/Service Engineer Trainer - Home Depot

(April 2005-May 2006)

. Assisted team with in store sales, advised customers as to which

products would best serve their needs, handled all incoming/outgoing

calls for business/tech support

. Gained Forklift service operation licenses for use and training,

served as a equipment operations trainer, maintain all safety logs and

procedural documents relating to operations of all service equipment

Assistant Manager - Circuit City

(September 2004-April 2005)

. Served as ASM of sells/tech reps within the electronic department.

. Managed all sales transactions and scheduling for preparation of

internal audits.

. Assisted reps with customer services, data inputs, cash transactions,

trouble shooting, equipment repairs, process service tickets and

calls

Internal Inventory Control specialist - Wegmans

(April 2004-November 2004)

. Assisted managers with purchasing and inventory to meet internal

control metrics, produced final audit results, handled customer

service duties, increased sales and over all performance of the team

and store by delivering great customer care

EDUCATION

Northern Virginia College

Cumulative GPA: 3.00

VOLUNTEER EXPERIENCE

Teacher's Assistant/Receptionist Sylvan Learning

Center 2004-2005

Assistant Youth Coordinator/Mentor Adam

Center 2002-2004

TECHNICAL QUALIFICATIONS

. Quick learner with strong working knowledge of software, hardware,

networking, operating systems, and security applications

. Proficient use of Windows 9x/2k/XP/Vista/Windows 07/MAC OS X

. Software: MS Office 2000/XP (Word, Excel, Power Point, Access), Lotus

Notes, Norton Utl, Adobe

. Networking: Active Directory, Exchange, BES, LAN/WAN, TCP/IP, VPN

. Outstanding communication skills; demonstrated background working well

with clients, reps, technicians, and co-workers in one-on-one and

group settings.

. Superior analytical and problem-solving and troubleshooting abilities,

with track record of improving operations

Contact this candidate