INFORMATION TECHNOLOGY SPECIALIST (HELP DESK)

Current Federal Status: Contractor / Active Secret Clearance

●Meticulous and accomplished IT professional offering 12 years of a proven track record with excellent technical and non-technical IT knowledge combined with IT security and operations management expertise.

●Served as an IT Specialist

●Holds CompTIA Security+ and CompTIA A+ certificate

●Dedicated IT professional and problem-solver with a well-earned reputation for delivering secure technology solutions and an ability to meet medium/large-scale deliverables ensuring project success; utilizes unique blend of IT management, operations, security, project management, and organizational skills as well as exemplary customer and business focus.

●Astute leader with exceptional team-leading, supervisory, and managerial skills; self-starter and finds ways to empower others. Passion for work and thrives in a high-pressure environment.

CERTIFICATIONS:

●CompTIA Security+ September 2014

●CompTIA A+ December 1999

PC Coordinator Travis Credit Union (August 2017 – Present)

Contractor/Temporary

Supervisor: Steve Straubel / Gary Danner

Reports directly to the AVP, E-Commerce & Networking

Provides daily guidance and support to all staff using personal computer and PC software

Identifies, researches and resolved all technical problems that may occur in the operations of computer systems and software applications

Coordinates with other IT staff as needed and follows through to ensure SLA is met.

Install, expands and repair PC systems

Support Help Desk operations, receive incoming calls, resolve issues and document all using Remedy

Research, recommends and coordinate the purchasing of all approved PC hardware and software.

Provides ongoing system training in conjunction with Training department.

Desktop Support Engineer NIH / NINDS (July 2015 - July 2016)

Series/ Grade: Contractor; Hours/Week: 40 Supervisor: Rob Loughlin

●Primary Apple administrator

●Windows laptop and Desktop support.

●Usage of ActiveRoles Server, for computer accounts, user accounts, distribution lists and security groups.

●File Server connectivity for clients, with associated file permissions and drive mappings.

●Email support for MS Outlook and Exchange Server

●Printer configuration and support for workstations.

●Network services troubleshooting and workstation connectivity, including wireless connectivity and VPN.

●Full disk encryption for Microsoft products and Apple products.

●Mobile Devices support including Blackberry and iPhone.

●Trouble ticket management and documentation of support issues/resolutions in ServiceNow.

IT SPECIALIST (HELP DESK) DEFENSE INFORMATION SCHOOL (January 2014 – April 2015)

Series/Grade: Contractor; Hours/Week: 40

Supervisor: Roderick Atcherson; Phone: 301-***-****; Contact: yes

●Diagnoses and repairs software and hardware issues on laptop and desktop PCs in a 2,500+ Windows and Mac device environment.

●Manages various areas of support including broadband connectivity, account provisioning, email and Windows Installation, configuration, and upgrade issues. Maintains and monitors support for all TCP/IP configurations.

●Supports the installation and configuration of Microsoft Office and Adobe Creative Suite.

●Utilizes Dameware Remote Control software to remotely manage computer systems.

●Enhanced remote access through installation and configuration of. Installed Windows 7, DoD root certificates, and Citrix Remote software on the laptops.

●Researches and resolves hardware and software problems on the DINFOS LAN/WAN utilizing Microsoft Technet or like resources to resolve issues for 3000+ users to include staff, faculty and students.

●Manages user accounts and machines in an Active Directory system that includes groups for students, instructors and staff.

●Manages system upgrades on Macintosh PCs with JAMF Casper Suite for improved stability and performance of system and network updates.

●Reports tickets in VimBIZ ticketing system. Utilizes the same VimBIZ system to manage inventory and track hardware warranty information.

●Provides assistance in managing and tracking equipment to ensure accuracy in property accountability.

●Provides data to IT Personnel to support the Life Cycle management of all computers, laptops and printers within the schoolhouse.

●Creates and deploys software patches with MS SCCM and IBM Endpoint Manager using its relevance and action scripting language.

●Relocates and sets up PCs in classrooms throughout campus.

●Tests network drops and runs network cable.

●Deploys OS installs via MDT and occasionally Norton Ghost software.

IT SPECIALIST REDCOATS, INC. (June 2013 - November 2013)

Series/Grade: Short Term Contract; Hours/Week: 40 4401 E West Hway #500, Bethesda, MD 20814

●Provided technical support for over 2500 local and remote users and ensured proper maintenance of workstations, printers and peripherals.

●Responded to user service requests and expediently resolved trouble tickets to maximize system uptime.

●Deployed new workstations and printers, installed operating systems, application, and driver, and configured network properties and hardware.

●Reduced workstation set up time by developing a disk cloning procedure to streamline operating systems implementation and security properties configuration.

●Managed Active Directory users, groups, printers, rights and permissions.

●Created group policies for organization to achieve security and control.

●Created log on scripts, execution of profile path scripts, small software package and agents deployment through command prompt.

●Managed and maintained user email through Exchange Management Console.

●Managed Barracuda 300 spam filter on everyday daily basis.

●Provided support for Shoretel Phone System through Shoretel Director.

APPLICATION SPECIALIST / WINDOWS 7 MIGRATION SUPPORT ERICKSON LIVING (April 2013 – June 2013)

Series/Grade: Short Term Contract; Hours/Week: 40 701 Maiden Choice Lane, Baltimore, MD 21228

●Answered incoming technical support phone calls and emails in a high-volume environment and submitted all pertinent information and updates of the reported issues into a ticket tracking application.

●Analyzed and documented reported issues and outages - determined severity, impact, and nature of reported issues, and initiated incident or service request management process.

●Delivered high levels of customer service at all times and ensured compliance with Service Level Agreements (SLAs).

●Provided 1st level and 2nd level technical support for any IT hardware including desktops, laptops, network and telephony equipment.

●Proactively checked and took ownership of Service Desk queue for open tickets.

●Assisted various teams in the IT Department on corporate IT project.

●Documented solutions into Knowledge Base articles to improve future service delivery.

●Managed access to shared drives and adding group memberships in active directory.

●Processed contractor access and termination requests from PeopleSoft team.

●Created mailboxes and distribution lists utilizing Microsoft Exchange management console.

●Assisted remote users in connecting via the Citrix application to connect to their network resources.

IT SPECIALIST (HELP DESK) CENTER FOR MEDICAID AND MEDICARE SERVICES (February 2012 – March 2013)

Series/Grade: Contractor; Hours/Week: 40 3060 Rt 97, Glenwood, MD 21738

●Provided customer support handling over 90 calls and emails per day. Supported and assisted users during the transition and deployment of Windows 7 to the whole enterprise.

●Triaged problems, analyzed issues, and provided solution and guidance using existing knowledge base/scripts in a high paced environment.

●Applied customer service experience and technical knowledge to resolve issues surrounding installation, applications/systems, functionality, and training on software and hardware products.

●Developed working relationships with functional groups to support the Service Desk goal of providing CMS customers with service outlined in Service Level Agreements for First Call Resolution, Abandon rate, and Queue Management.

●Documented trouble ticket problems and maintained accurate information and timely updates using REMEDY Ticketing System.

APPLICATION ANALYST CHRISTUS HEALTH (October 2006 – June 2008)

Series/Grade: Full-Time; Hours/Week: 40

333 N. Santa Rosa Street San Antonio, TX 78207

●Used HP-Openview, Windows XP and 2000, Windows Office on a daily basis.

●Expanded background knowledge to develop programs to support end-user requirements.

●Executed daily monitoring and controlling of Kronos, Meditech and HBOC systems.

●Wrote, designed and produced training manuals for accountants and other system users.

●Migrated (data migration) over 25,000+ employee data to newer and upgraded servers.

●Trained and managed 20+ payroll accountants in the time and attendance system that resulted in significant improvements in their productivity.

●Coordinated and linked the computer systems within an organization to increase compatibility so information can be shared. Determined computer software and hardware needed to set up and improve system.

●Conferred with clients regarding the nature of the information processing and computation needs that a computer program is to address.

●Developed, documented and revised system design procedures, test procedures, and quality standards.

●Expanded and modified systems to serve new purposes and improve work flow.

●Managed requests for training or help with data transfers, over net training, and assistance in payroll issues.

●Provided staff and users with assistance solving computer related problems, such as malfunctions and program problems.

SENIOR COMPUTER OPERATOR CHRISTUS HEALTH September 2003 – October 2006

Series/Grade: Full-Time; Hours/Week: 40

333 N. Santa Rosa Street San Antonio, TX 78207

●Managed various areas of support utilizing Perigrine Ticketing system, HP OpenView, Windows XP and Microsoft Office on a daily basis.

●Monitored data and controlled computer systems and peripherals to include over 100 servers at 20+ locations throughout Texas, Louisiana, and Arkansas.

●Ensured that network was available to all system users via Network Node manager and HP OpenView and resolved data communications problems.

●Monitored modems and display screen of terminal to mainframe computer to detect error messages, determine nature of the problem, and effectively resolve issues.

●Utilized Remote Access Tool to access servers and computer to resolve issues.

●Performed daily back up of the whole enterprise systems.

HELPDESK PAYCHEX, INC (October 2002 – September 2003)

Series/Grade: Full-Time; Hours/Week: 40 San Antonio, TX 78207

●Inspected equipment and read order sheets to prepare for delivery to users.

●Managed the daily performance of computer systems.

●Developed training materials, procedures, and trained users in the proper use of hardware and software.

●Conferred with staff, users, and management to establish requirements for improved systems and modifications.

●Researched technical manuals, conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.

●Trained 300+ accountants in an application called Paylink to prepare time sensitive payroll data to be transferred via internet and/or FTP.

●Installed and performed minor repairs to hardware, software, and peripheral equipment, following design and installation specifications.

●Addressed user inquiries regarding computer software and hardware operation to resolve problems.

●Submitted payroll data for accurate processing on a weekly basis.

LEAD COMPUTER OPERATOR PAYCHEX, INC (August 1999 – September 2003)

Series/Grade: Full-Time; Hours/Week: 40 San Antonio, TX 78207

●Supervised and managed the computer operations department.

●Planned policies and procedures for carrying out computer operations.

●Upgraded both San Antonio and Austin branch from a Citrix thin net client system to Windows XP and phone system from Nortell to Avaya.

●Trained and managed payroll processors and achieved significant improvements in their productivity.

●Adjusted hours of work, priorities and staff assignments to ensure a more efficient operation.

●Reviewed daily logs and reports to detect recurring slowdowns and errors and to determine improvements.

●Consulted with software and hardware vendors and other establishment workers to solve problems impeding computer processing.

●Conferred with users to determine quality of service and identify needs.

●Successfully managed a 5-person team in processing and delivering quarter end and year end IRS and other financial paperwork.

●Developed a budget and monitored expenditures.

●Directed and coordinated the activities of tape backup from the HPUX system and Avaya system.

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