Software Management

EDUCATION

EDUCATION

Northern VA Community College, Alexandria, VA January 2011 – Spring 2012 Pursuing Associates Degree in

Computer Science

TECHNICAL SKILLS

Microsoft Windows LAN/WAN TCP/IP, DNS

Wifi Browser Configuration VPN

Linux Active Directory Strong troubleshooting

virtualization, VMware, Citrix Troubleshooting Hand Held Devices

Microsoft Office Hardware TCP Dumps

Outlook and Exchange Server 2003 and 2008 Mac OS X

PROFESSIONAL EXPERIENCE

Lead Technical Analyst and Deskside Support Teksystems (Marsh and McLennan Co.) Nov 2011 Present

• Performs installation, training, maintenance, troubleshooting and repair of desktop technology hardware and

software

Assists in the setup and operation of audio visual hardware as required by end user

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Determines appropriate hardware and software based on corporate policy and end user requirements

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Responds to incidents within SLA or within a timely manner with appropriate level of urgency, and follows up

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with customers on all issues

Escalates incidents and questions to appropriate support groups

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Disconnects, moves and reconnects desktop technology hardware for single user, multi user and office moves

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assisting administration and maintenance of technology infrastructure components

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basic account management

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assist in installation, maintenance, troubleshooting and repair of office telephony system

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Uses corporate incident management system to record and track all support work

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Maintains accurate hardware and software records for corporate assets

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Performs time tracking tasks as required

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assist with the procurement of hardware and software

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Supports team’s abilities and functions through positive customer relations

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account management

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Customer Support Representative Sparks HR Mclean, VA August 2011 to Oct 2011

• Respond to customer needs by phone email or web ticketing system.

• Help to resolve customer issues with online products.

• Support various browsers along with software issues.

• Documented problems and logged trouble tickets and escalate to the appropriate level.

Senior Technical Analyst IT Solutions (FDA and OPM) Silver Spring, MD April 2008 to October 2010

• Responded to IT incidents and requests received from user community via phone calls, email, fax, walk ins, the

internet and fly by troubleshooting various network issues.

• Troubleshot and resolved user incidents and requests dealing with the Microsoft operating system, Active

Directory, Microsoft Office Suite, Blackberry, Citrix and all client owned Commercial Off the shelf products.

• Performed account administration tasks for Active Directory, Outlook and other client owned products that

require account administration, such as entry/exit procedures and permissions.

• Assisted in Configurations and, use of various Applications.

• Assisted in Configurations and Troubleshooting VPN issues.

• Tracked all incoming requests for technical support and their resolution.

• Assisted with New Server Install.

Experience with Blackberrys and other smart phone devices.

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Trained new employees on proper IT procedures and use of technology resources.

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Helpdesk Support Analyst Metropolitan Regional Information Systems (MRIS) Rockville, MD

June 2005 to April 2008

• First line of contact with customers on various product and system issues.

• Assisted in configuring and installing software and hardware.

• Troubleshot various internet and system issues.

• Assisted in configuring various Windows and Apple OS systems.

• Assisted in troubleshooting and configuring Dial up and Home Office networking.

• Documented problems, and various issues, and logged trouble tickets.

• Assisted in Q/A testing and development of new internal and external company products.

• Assisted with debugging and creating bug reports.

• Trained and educated customers and other co workers on new products.

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