OBJECTIVE:

My objective is to obtain a position where my experience and professionalism will make a significant contribution to your company.

PROFILE:

Goal-oriented professional with a strong background in customer service

Displays leadership by projecting a positive attitude

Team player with exceptional communication skills

Technically proficient with IT desktop support troubleshooting and repair

Ability to supervise and train personnel in high stress situations

EMPLOYMENT:

IT Helpdesk Manager, Cyprexx Services - Brandon, Florida (Sept. 2010 - Present)

Supervise and delegate daily tasks to help desk personnel

Create and maintain staff shift work scheduling

Conduct staff performance evaluations, promotions, hiring and disciplinary actions

Manage and delegate tasks related to special projects

Procurement of desktop related IT equipment

Monitor and report help desk staff performance

IT Helpdesk Senior Coordinator, Cyprexx Services - Brandon, Florida (May 2010 - Sept. 2010)

Supervise and delegate daily tasks to help desk personnel

Second level echelon end user support for desktop related issues

Second level echelon technical support for external vendors / contractors

IT Helpdesk Coordinator, Cyprexx Services – Brandon, Florida (March 2009 – May 2010)

First and second level echelon end user support for desktop related issues

Creation of new and management of current Active Directory end user accounts

Technical support for external vendors / contractors

Enterprise User Management, T-Mobile Contract– Tampa, Florida (May 2008 - Aug. 2008)

Second level echelon end user support in a customized Remedy system

Creation of new and management of current Active Directory end user accounts

Creation of new and management of current Internal Application end user accounts

Managed Internet Services Specialist, AT&T Contract- Tampa, Florida (Dec. 2007 - May 2008)

First level echelon end user support for T1 and above routing issues

Record and log end users request for support in a customized Remedy system

Provide updates and immediate diagnostics of ongoing service requests

Help Desk Level II, PMSI - Tampa, Florida (March 2005 - Nov. 2007)

End user support at second echelon level on Windows and Unix operating systems

Create and maintenance of custom images on deployable resources

Creation of new and management of current AS400 and RS6000 end user accounts

Remote access for Unix and Windows

Software installs, software upgrades, PC connectivity issues, PC Imaging, Printer connectivity

Creation of new and management of current Active Directory end user accounts

Help Desk Level I, PMSI - Tampa, Florida (Sept. 2004 - March 2005)

Record and log end users request for IT support

Prioritize and determine escalation of end users issues

Provide immediate solutions of end users issues when possible

Install new and upgrade hardware and software systems on Unix and Windows operating systems

Lead Forman, Specialized Painting - Tampa, Florida (Jan. 2002 - Sept. 2004)

Supervise and delegate personnel

Coordinate project time lines and insure task are completed

Plan project budget and insure that it is met

Network Systems Manager, U.S. Army - Ft. Bragg, North Carolina (1998-2002)

Supervised and coordinated logistical support

Trained personnel in the operation of time division switching systems

Organized and prepared administrative and technical reports

Network Switching Systems Operator, U.S. Army - Ft. Bragg, North Carolina (1997-1998)

Installation and troubleshooting of intranets, Ethernets and digital networks

Maintained and operated UNIX based LAN and WAN

Work with a multitude of diagnostic equipment and read schematic diagrams

Responsible for NSA certified Network Encryption System devices

Wire and Cable Technician, U.S. Army - Ft. Bragg, North Carolina (1996-1997)

Ran wire and cable in field applications

Deployed analog and digital LOS signaling

Test and repair cabling and wiring systems

EDUCATION:

DeVry University - Tampa, Florida (2009 - 2011)

Bachelors of Science Degree - Technical Management

Southwest Florida College - Tampa, Florida (2003-2005)

Associates in Science Degree - Microsoft Network Engineer with a concentration in Network Security

Diploma - Microsoft Network Engineer with a concentration in Network Security

Certificate - Microsoft Network Engineer

Certificate - Microsoft Systems Administrator

Hillsborough Community College - Tampa, Florida (1992-1999)

Completed 32 credits towards an Associates Degree

U.S. Army - Fayetteville, North Carolina (1998-1999)

Certificate - Enhanced Switch Operator Program

GTE - Fayetteville, North Carolina (1996-1997)

Certificate - Electronic Switching Systems Technician course

AWARDS:

DeVry University - Tampa, Florida (2009 - 2011)

Graduated Magna Cum Laude

Southwest Florida College - Tampa, Florida (2003-2005)

Student of the Quarter Award - ASMN Winter 2004 and 2005

Graduated with Honors - GPA of 3.5

United States Army - Ft. Bragg, North Carolina (1997-2002)

Primary Leadership Development Course (PLDC) - Mid-level management course

Army Achievement Medal (AAM) - Good Conduct Medal

Army Achievement Medal (AAM) - Joint Readiness Trail

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