Areas of Expertise:

• End-user Support & Communication

• Team Leadership & Training/Mentoring

• Troubleshooting & Root Cause Analysis

• System/Equipment Integration

• HW/SW Installation & Configuration

• Information Security Practices

• System Migrations & Upgrades

• Email & Network Account Management

Education and Training: Currently enrolled in the Information Technology Associates of Science degree program at Northern Virginia Community College (6 credit hours remaining for completion)

Military Occupational Specialty training received from the Navy Supply Corps School, Athens, GA for the role of Aviation Information Systems Specialist

Military Experience: Military Occupational Specialty: 6694 – Aviation Information Systems (AIS) Specialist

Positions Held

Cynet Systems (contractor):

Help Desk Team Lead (Anthem) (February 2017 – Present)

Directly supervise a team of 40 Help Desk Analysts and Tech Leads

Coordinate workflow based up daily requirements and special IT projects

Ensure multiple shifts have adequately dispersed employee skillsets

Provide HR support between employees and management

Advance current knowledge-base documentation and resources

Approve escalation of advanced technical help desk tickets

Apex Systems (contractor):

IT Infrastructure QA Analyst (Wells Fargo) (November 2016 – February 2017)

Analyze software package deployments to variable user scope implementations

Fault testing for software packages on multiple hardware and OS platforms

Documenting of testing results and actions taken to rectify faults

Formulating test plans for software implementations

Updating company knowledge base frequently with most current test findings

Desktop Support Deployment Specialist (First Citizens Bank) (August 2016 – October 2016)

Reimage and deploy laptops/desktops to help ensure business continuity

Assist in Tier 3 troubleshooting/support for multiple banking platforms

Remote user administration and troubleshooting support

Utilize Active Directory, SCCM, Client Center, Sharepoint, etc. to expedite service and ticket closure

Assisting in lateral IT support projects, including deployment testing and configuration

Department of Veterans Affairs (work study):

Veterans Student Services Counselor (May 2015 – May 2016)

Advising/informing veterans on available education benefits

Maintain hard-copy records on all student veterans for 3 years

Process/ submit/ certify all educational paperwork for student veterans at Northern Virginia Community College’s Loudoun Campus

Actionstep Inc.:

Sales Assistant [Experimental Position] (June 2015 – September 2015)

Sales calls and email correspondence with potential customers

Setting up product demonstrations with application specialists

United States Marine Corps:

Senior Customer Support Department Technician/ Supervisor in Combat Zone (July 2012 – January 2013)

Server maintenance, operation, installation, and data archival/backup

Software Support (Microsoft Office, Internet Explorer, mission-related software)

Trouble ticketing completion verification and QA analysis

Hardware Support (troubleshooting, preventive maintenance, repair, decommissioning, distribution, inventory management)

Senior Customer Support Department Technician/ Supervisor in Garrison (May 2012 – July 2012/ January 2013 – May 2013)

Tactical Local and Wide Area Network (LAN/WAN) deployment Network administration (Active Directory, Database and Email support)

Network Security design, implementation and support

Installation and maintenance of data communication mediums (Cat5e, Cat6, Fiber Optic Cabling [tfoca ii], ect

IT Representative Project Manager for Yuma Air Station Process Improvement Branch (November 2010 – December 2011)

The planning and execution of all Lean Six Sigma Yellow and Green Belt Courses and Process Improvement Events

SCCM and batch file conformation for maintenance and supply tracking

Project scheduling and requirements analysis

Cost/benefit analysis of proposed process improvements

Buffer Management Tool quality assurance verification

IT Department Administrative Clerk (April 2009 – November 2010)

Receive/ initialize/ execute/ process/ close support tickets

Arranging Personnel Training (Yearly, Quarterly, and MOS required)

Foreword, compose, and retain official unit/department correspondence

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