Professional Profile:

I am a proficient computer support specialist with IT customer service, support, and troubleshooting experience, seeking a position that allows opportunities to acquire new skills and experiences. I posses great communication skills including interpreting technical information, writing technical communications and employing training techniques. I am able to work on my own or in a team environment as a subordinate or a leader as needed. I am also able to effectively work with all levels from end user employees and management to CEOs and contractors with the patience to deal with difficult situations and users while providing excellent customer care and quality service. I will bring a strong work ethic, great flexibility, excellent team building and tremendous energy to any position which is assigned.

Education:

Faulkner University Human Resource Management

MCITP Enterprise Admin Currently in process of obtaining

CompTia Security + February 2011

Active Government Secret Security Clearance August 2008

Air Force Enterprise Service Desk (Information Innovators Inc)

Level II Helpdesk/Network Support Technician- November 22, 2010 to present – Responsibilities include:

• Personnel service and support

• Maintenance of military information systems and networks

• Applying updated image to computer systems

• Perform input/output data control and bulk data storage operations

• Troubleshooting computer hardware/ software issues- Windows 7, XP

• Providing Common Access Card deployment support

• Installing smart card readers PKI certificates, and middleware

• Assisting users with computer updates such as verifying user’s access to the network and inputting work orders

• Installing, operating, and performing unit maintenance on multiple-functional/multi-user information processing systems and peripheral equipment and auxiliary devices and removing programs according to authorize programs list

• Drafting associated technical documentation for program reference and maintenance purposes, modified existing application package using application and operating system software and appropriate computer language command s and files

• Transferring data between information processing equipment and systems

• Setting up and maintaining military systems-CPOF,DTS, and TACNET machines

• Handled technical troubleshooting within an enterprise environment, including system crashes, slow-downs and data recoveries. Engaged and tracked Priority 1 issues, with responsibility for the timely documentation, escalation (if appropriate), resolution and closure of trouble tickets - using the following systems:

* Active Directory

* BMC Remedy ticketing tool

* ITSM Incident Management

* Microsoft Exchange

* Microsoft Office Suite

* Bomgar

US Army Reserve

Human Resource Specialist-August 1, 2008 to Present– Responsibilities include:

• Active Duty Training, US Army Adjutant General Command August 2008- July 2010, Ft. Jackson, SC.

• Provides personnel support and assistance to all divisions of the Army. Responsibilities include: organizing, maintaining and reviewing personnel records, entering and retrieving personnel information using computers, processing recommendations for awards and decorations, arranging awards ceremonies, preparing, updating and coordinating requests for evaluations, preparing and monitoring soldier requests for ID cards and tags, leaves of absence and passes, ordering and maintaining office supplies, maintaining filing systems.

• Basic typing skills prepare army correspondence and forms; manage personnel records, and computer update and retrieval procedures.

Skills and Related Training

• Windows 7, XP, &Vista

• Linux, Unix, VMware, Ventrillo

• BMC Remedy Ticket Manager

• Active Directory Administration

• MS Office (Word, Excel, Outlook, Access, PowerPoint)

• MS Office business, Project, Visio

• BMC Remedy Ticket Manager

• Active Directory Administration

• Physical Security Concepts

• Authentication Protocols

• Network Topologies

• VPN Technology

• SQL

• HTML

• Dreamweaver

• Phone/Email/Firewall/Proxy Systems

• Desktops, Laptops, Printers, Projectors installations

• Digital Certificates

• Anti-Virus Tools

• Remote Administration

• Access Control methods

• Encryption Standards

• Remote Assistance

• Network Device mapping

• Data Migration Procedures

• TCP/IP

• Mobile/Smartphone Device Management

• Photoshop CS5

• CSS

*References

Eddie Barlow ( Enterprise Service Desk Supervisor) 334-***-****

Nancy Wyatt ( Reserve First line supervisor) 706-***-****

Pamela Dumas ( Child Care Director) 334-***-****

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