Experienced Technical Professional

Core Competencies and Proficiency

●Communicate effectively orally and in writing

●Creative in solving problems and maximizing resources

●Resourceful, innovative and proven talent to adapt quickly to challenges

●Proficient in Microsoft Office\Suite 2007-2016 applications: Microsoft Word, Excel, Access, PowerPoint, Publisher, Project and Outlook

●Experienced Microsoft Sharepoiint Administrator

●Tier 3 Help Desk Support, Active Directory and Network Management

●Experienced in Project Management and Facilitation

●Experienced technical writer; guiding policy and procedure management

●Excellent in solving escalated customer service issues

●Experience working with US Congressmen, and other top-tier government officials as well as organizations in both the non-profit and public sectors

Work Experience

January 2018 – Present Swift Staffing, LLC Baltimore, MD Call Center Specialist

Support general IT needs of Baltimore City Public School staff and students, providing first line assistance with technical issues;

Assist with Tier I issues related to the school Student Information System, desktop and proprietary software, and network support;

Escalate tickets to appropriate support personnel as needed

October 2016 - February 2017 Modis, Inc Curtis Bay, MD Service Desk Specialist

Supported the everyday function of the Under Armour Distribution House, providing first line support to roughly 100 teammates on a given day;

Maintained and troubleshooted laptops, desktops, desktop, label and multi-function printers, Motorola RF handheld computers, as well as assisting teammates with other proprietary equipment and applications

July 2015 - September 2016 Defenders of Wildlife Washington, DC Help Desk Associate

●Operated out of Washington, DC headquarters, providing Tier I/II support and first stage communication for the IT needs of 120+ staff members located both onsite and remotely in 7 field-and-home offices across the continental U.S.;

●Repaired, imaged, and handled workstation replacements and the ongoing refresh schedule, communicating with Dell technical support for those workstations operating under current warranty;

●Maintained base-level Active Directory/Office 365 objects; managed the user account process from creation to the exit procedure, and handled resource delegation and deletion;

●Managed the VoIP phone system;

●Updated or implemented policies/procedures related to the function of the Helpdesk Associate to include the Onboarding procedure, Account Creation Procedure, PC (Build) Checklist, and the Exit Procedure; implemented incremental schedule to revisit and update existing policies/procedures;

●Assisted with the development of training materials and administered group and individual training for mandatory Cyber Security training, OneDrive for Business training, Skype for Business training, and various other tools;

●Performed other tasks as required by the position.

August 2013 - March 2015 NetSecurity Corporation Sterling,VA Help Desk Analyst

●Picked up as Helpdesk Analyst for Institute of Museum and Library Services following their move to a new IT Services and Helpdesk provider

●Served as administrator for onsite SharePoint Farm Collection and acted as the agency SharePoint subject matter expert;

●Facilitated and implemented small projects in support of the agency mission and activities;

●Developed training materials and spearheaded training efforts both specifically for the office of the CIO, and agency-wide on several topics, including SharePoint, Microsoft Office 2010, Blackboard Collaborate, and new IT applications in general;

●Supported the Network Engineer in her role and with management of the data center;

●Provided support to the Office of the CIO for The Institute of Museum and Library Services – provide administrative support for the CIO and the Deputy CIO

●Developed presentations for the OCIO using Microsoft PowerPoint; use of Microsoft Office products in various other instances to support role of the CIO in IMLS activities and projects;

●Was responsible for answering and redirecting main line for the OCIO

●Assist with various IT Help Desk projects as needed

December 2009 – August 2013 Tspec Lanham, MD Help Desk Analyst

●Hired as technician for the International Monetary Fund – worked on a team to provide printer and fax support to IMF staff to include printer maintenance and help desk resolution; relief dispatcher managing help desk call services, and assisting in maintaining important documents and Excel reports; tested and evaluated installation of new copiers; responsible for ensuring all network connections were active/ready for installation; assisted in maintaining division-wide records of daily installations and evaluations.

●Served as one of several SharePoint Administrators on a system in which I assisted in the design and implementation, working closely with an outside, contracted development and engineering team.

●Developed training materials and spearhead training efforts both specifically for the office of the CIO, and agency-wide on several topics, including SharePoint administration and new IT applications.

●Provided support to the Office of the CIO for The Institute of Museum and Library Services – provide administrative support for the CIO and the Deputy CIO

●Developed presentations for the OCIO using Microsoft PowerPoint; use of Microsoft Office products in various other instances to support role of the CIO in IMLS activities

●Used Microsoft Project and Microsoft Visio to manage ongoing projects and installations

●Was responsible for answering and redirecting main line for the OCIO

●Assisted with various IT Help Desk projects as needed

March 2008 – June 2009 The Capitol Hill Club Washington, DC Accounting Administrative Assistant

●Hired as Receptionist to greet club members, and manage phone board of 50+ extensions. Promoted in April 2008 to Administrative Assistant

●Assisted bookkeeper in entering and maintaining accounts receivable records; entered daily club sales and member payments; made weekly bank deposits; had authority to make cash withdrawals at request of club Controller; and other administrative duties as assigned including filing and file maintenance

●Assisted Membership Director in developing a system for marketing, selling, and maintaining inventory of club merchandise; and in designing and distributing club publications

Education

August 2005 – May 2006 Bowie State University Bowie, MD

Earned 25 credits toward a B.S. in Computer Science

August 2001 – June 2005 Broadneck High School Annapolis, MD

High School Diploma – Certificate of Merit;

Graduated in the top 25% of a class of 500;

Participated in Advanced Placement courses in U.S. History, World History, Calculus, English Language, English Literature, and French Language

References

References furnished upon request

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