Professional Profile

To utilize my skills and passion in networking as a IT Support Specialist in an environment which will provide opportunities for personal and professional growth of myself and others.

Education

University of Phoenix: Bachelors of Art in Information Technology/ Information Systems Security program

University of Phoenix: Associate of Arts in Information Technology/ Networking

Career History

Contact Solutions - Reston, VA 02/2014 to 03/2016

Mobility Support Analyst Tier 1/ NOC Analyst Tier 1

Perform problem isolation on mobile applications, web applications, root-cause analysis. Provide recommendations for documentation for customer facing Knowledge Base portal. Provide input into updates for standard operating procedures on a case by case basis. Respond to customer (call center personnel) calls, emails and other forms of communications expeditiously and with courtesy. Maintain a high degree of technical knowledge relating to supported mobile products. Log, track and update incidents and system change requests in our incident reporting system. Compose accurate, informative and timely network outage notifications, maintenance window notifications and other internal and external (customer-facing) correspondence. Generate system monitoring, management and performance reports using both proprietary and COTS tools. Perform server system deployments, reboots and maintenance. Monitor Platform services. Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware. Respond to queries either in person or over the phone. Write training manuals. Train computer users. Respond to email messages for customers seeking help. Ask questions to determine nature of problem. Walk customer through problem-solving process. Run diagnostic programs to resolve problems. Follow up with customers to ensure issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur.

MarketStar- Ogden, UT 10/2012 to 02/2014

Google Chrome Specialist Lead/ Google Specialist Lead

Educate staff and clients on Google products by explaining and demonstrating features and benefits. Train personnel in the Google products (Chrome, Drive, Docs, Slides, Sheet and Forms). Building strong relationships with guests, management, retail sales associates and support representatives. Lead merchandising for Google products in store; maintain visual standards of Google presence before, during and after work days. Help Google understand the retail environment through daily reporting and meetings.

DKW Communication- Washington, D.C. 12/2010 to 4/2012

Senior Records Manager-Electronic Records Management

Responsible for directing, establishing and planning the overall policies and goals for the Records Management support staff in supporting of the USAID Electronic Records Management (ERM) Program. Ensure that records management practices meet General Service Administration (GSA), National Archives and Records Administration (NARA) and Agency standards. Assist the Agency’s ERM Program Manager in the lifecycle management of electronic records and related information systems, perform and coordinate records and information system inventories and schedules unscheduled records with NARA, consult with users on automated records management application and coordinate with Information Specialist in recommending software solutions. Oversee, among other task, the completion scheduling of all USAID Information Systems with NARA, revision of ADS electronic records policy, revision of disposition schedules in preparation for NARA Electronic Records Application (ERA) and the maintenance and implementation of ERA.

Document Imaging Specialist

Responsible for preparing, organizing and maintaining government records for the purpose of imaging documents for USAID’s new ERA; utilizing Government grade imaging equipment to convert physical documents into an digital format (PDF-A), monitoring the quality of the converted documents to ensure the accuracy and completeness of digital images and making sure all documents images are Optical Character Recognition (OCR) compliant for easy searches.

Information and Records Specialist

Respond to USAID inquiries about records including request for retirement boxes, how to obtain retired files, identifying the disposition of records, instructions on preparing records for retirement of offsite storage, instructions on completing file plans or vital records reports, records management policies. Maintaining over 10,000 files for several divisions at the USAID. Exceed the monthly quota of completed files established by the government constantly. Training in Records Management in office as well as Oversea (TDY).

FedConsulting – Washington, D.C. 8/2009 to 12/2010

Records Management Specialist Level 3

Inventorying and Updating records according to Federal Government (Environmental Protect Agency) and National Archives and Record Administration regulations. Assign retention schedules and disposition codes to each file. Maintaining over 1,000 files for several divisions at the EPA. Exceed the monthly quota of completed files established by the government constantly.

Baker & Botts, LLP- Washington, D.C. 10/2007 to 8/2009

Records Management Coordinator

Update Legalkey with new entries, open and close files according to firm standards, coordinate delivery and retrieval of files, research client matters numbers, match and file documents to the correct files and all other duties as assigned and supervised staff.

Morgan Lewis & Bockius, LLP- Washington, D.C. 4/2006 to 8/2007

Records Specialist- IP Records

Update Elite with new entries, open and close files according to firm standards, coordinate delivery and retrieval of files, process incoming mail and update pleadings files, research client matters numbers for files that are docketed incorrectly, match and file documents to the correct files and all other duties as assigned.

Temporary Agencies - Washington, D.C. 8/2002 to 4/2006

Records Manager

Tracked all information submitted, updated InfoLinx Database daily by data entry assisted with daily duties, created records and Logged them into the Database.

Assisted managers, sales associates, customer service reps with daily duties, managed the customer file database and performed files maintenance as needed.

Assisted with the conversion of the retirement data system into Peoplesoft software, managed and updated database, tracked annuitants’ retirement files and documentation and supervised staff.

Residency Bureau – Burtonsville, Maryland 2/2001 to 9/2001

Document Image Specialist

Scanned and docketed all formal papers and maintained central files for twenty-seven (27) locations and performed files maintenance daily.

Fort Washington E.D.L.C. - Fort Washington, Maryland 1/1993 to 6/2000

Records Manager

Assisted directors, teachers and customers with daily duties, managed students’ files database and performed files maintenance as need.

COMPUTER SKILLS

Google Chrome, Google Chromebook, Internet Explorer, Firefox, Apple OSX 10.6 -10.10, Windows 10, 8, 8.1, 7, XP, Vista, 2000,Windows Server 2012 R2, 2008 R2, 2003, Lotus Domino, Lotus SmartSuite, Microsoft Office, People Soft, Word Perfect Office, InfoLinx, Legal Key 3.0 - 4.3, Elite Enterprise 3.4, CPI Trademark, iManage, PC Docs, Docs Open, Iron Mountain Connect Office Skills: Adding Machine, Copy Machine, Fax Machine, Scanner, and Printer

Contact this candidate