Customer Service High School

A highly accomplished, detail oriented technology professional with a

Secret clearance and extensive military-based service experience. Proven

ability with implementing a variety of IT and network supported activities

and training.

TECHNICAL SUMMARY

Hardware: Desktops, Laptops, Network Cards, Mother Boards, Printers,

Scanners, and BlackBerry.

Systems: Windows XP/Vista/7 Enterprise, and BlackBerry OS.

Protocols: TCP/IP, SSH, SSL, TLS, HTTP, HTTPS, FTP, SFTP, Remote Desktop

Services,, SMTP, POP3, DHCP, DNS, VoIP.

Technical & Remedy Desktop Ticketing Management / Asset Control System

Application HP Service Manager 7 (IT Ticketing & Service Management)

skills: Active Directory

Guardian Edge Encryption / Symantec Endpoint Encryption

Windows 7 Enterprise / Blackberry OS

Desktop / Laptop / Network troubleshooting and repair

CLEARANCES &

CERTIFICATIONS

Active DoD Secret Clearance

Security+ Certification

DoD IA Awareness certified

Dell Desktop and Laptop certified / HP Desktop and Laptop

technical certification

Hardware & Operating Systems Integration

. Install, configure, modify, repair and troubleshoot various computer

operating systems, peripheral devices and associated applications

including Cisco based network devices.

. Optimize Windows configurations (device drivers, virtual memory, and

temporary files).

. Implement host security methods to harden systems (protect passwords and

disable unnecessary services and applications) including information

encryption / decryption.

. Perform preventative PC maintenance (defragging, disk scans, and CHDSK

and image installations).

. Create and manage organizational units, as well as, group, user, and

computer accounts utilizing Active Directory.

PROFESSIONAL EXPERIENCE

Help Desk Analyst, Mid (July 2013-Current U.S. Pentagon/ Advanced Systems

Development/ Joint Staff Support - Arlington, VA

. Troubleshoot, resolve, integrate, test, and maintain operating systems

environments such as, but not limited to: Windows 2000, MS Office, MS

Exchange, UNIX, etc.

. Answer, evaluate, and prioritize incoming telephone, voice mail, e-

mail, and in-person requests for assistance from users experiencing

problems with hardware, software, networking, and other information

system-related technologies.

. Walk user through a series of steps to determine problem. Classify

level, priority, and nature of problem.

. Interview user to collect information about problem and leads user

through diagnostic procedures to determine source of error; determine

whether problem is caused by hardware such as modem, printer, or

cables.

. Work with team members to identify issue trends and suggests long-term

strategies to help mitigate incoming issues.

. Troubleshoot palm/handheld operating systems, architecture, data

backup and recovery.

. Log and track calls using problem management database, and maintains

history records and related problem documentation.

Tier II Field Services Agent / Technical Support Specialist (July 2012-June

2013)

U.S. PENTAGON / Apex Systems, INC/ N.M.C.I. BASE OPS, Washington, DC

. Provide a host of IT services to over 10,000 E-VIP, VIP and non-VIP

military and civilian Navy/ U.S.M.C. personnel at the U.S. Pentagon.

. Currently exceed the Field Service office ticket resolution quota by

20+ percent

. Provide seat management and Tier 3 technical-support including:

Advanced troubleshooting, Data Encryption / Decryption, Configuration,

Installation, Repair and Administration of (End User Devices) and

supporting software / Applications.

. Support covers HP products, Dell PCs and Laptops, Xerox products and

some Cisco devices

. Strong experience in Blackberry Enterprise support and solutions

. Strong working knowledge of the NMCI IT infrastructure and Enterprise

class networks.

. Daily analysis and tracking of NMCI assets.

. Fastidious documentation, research and testing of NMCI user devices

and operation systems

. Administration of user accounts, and device associations in Active

Directory / Remedy

. Analyzed, solved and thoroughly documented complicated network and

application errors

. Implemented and facilitated NMCI training program for new hires and

veteran staff members

. Functions as diplomatic liaison between NMCI and end users including

EVIP staff

. Daily interaction, consultation and counsel with U.S. Navy and U.S.

Marine VIP and EVIP staff including USMC Commandant and staff, U.S.

Secretary of the Navy, Office of Naval Operations, and multiple

military senior officials.

Help Desk Technician (September 2009-July 2012)

U.S. Pentagon/ Advanced Systems Development/ OSD-CAPE- Arlington, Virginia

. Provide day-to-day IT desktop support to 400+ customers.

. Provide software and hardware installation, troubleshooting and problem

resolution support to end-users

. Track customer calls in the Remedy tracking system by entering customer

problem descriptions into a trouble ticket, regularly updating in-

progress trouble tickets with current status, and closing trouble

tickets after resolving the customers' problems

. Prepare conference rooms for VTC's

. Update Dell laptop with security patches and VPN's

. Load Data Armor Encryption Software on laptops

. Activate user Blackberries

. Troubleshoot hardware (i.e. changing memory cards, video & network

cards)

. Troubleshoot and keeping up with the maintenance of printers (Xerox

6350&4500 & HP 4700 and MFP 6040)

. Add and remove systems to web based Active Directory

. Minimal knowledge of Smart Boards

Advance Systems Developement - Arlington, Va (March 2009-September 2009)

Jr. Asset Management Technician

. Provided support for deliveries, relocation, and scanning of OSD-CAPE

IT equipment.

. Responsible for the receipts of new equipment, verification of

delivery orders, inventory control, excess and tracking supplies such

as toners, tapes, and other miscellaneous items.

Arlington County Parks and Recreation, Arlington, VA May 2005 -

Present

Recreation Leader I

. Register new participants using RecTrac system

. Organize activities for participants

. Oversee recreation facility ensuring safe usage of equipment

. Monitor front desk and equipment check-out; Complete incident reports

as needed

. Answer telephone calls and provide accurate information

. Providing excellent customer service to participants

EDUCATION

High school Diploma Wakefied High School 2000-2004

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