Information Technology Customer Service

***** ******* *****, ***** ********, MD *****

Cell: 301-***-**** • *************@*****.***

Proven ability to work independently or as a team member

Preparation and presentation of technical, business intelligence, and various report types to any personnel level

Contract negotiator for services, equipment, software and real estate

Desktop and laptop computer build/rebuild, repair, configuration, installation and imaging

Developing materials for and conducting personnel training for business procedures, security policy, and new hire orientation

Marketing and document editing; typing speed 78 wpm

Installation, configuration, and use of multiple platforms and tools including: Microsoft Office Suite

(Excel, Word, PowerPoint, Outlook, Publisher, One Note, Groove); Google Docs (Docs, Sheets, Slides), Google Classroom, Google Hangout & Video Conferencing; Symantec- Norton Utilities/Antivirus/Back- Up, PC Matic Security Suite; Microsoft Windows XP/Vista/7/8/10, Apple iOS operating systems and custom practice management software suite

Network monitoring, auditing, configuration (NSAudit, MS Network Monitor/Message Analyzer, Advanced IP Scanner, practice management suite)

Installation of routers, switches, and hubs

BIOS flashing/modification as needed, and software/hardware compatibility analysis

Installation of software and drivers, patches, updates, and upgrades via network and individual device

Web presence and social media management

IT Budget management (i.e., product research, cost analysis and recommendation, procurement, SLA)

Supervisory and administrative/clerical skills

Workplace productivity and procedure analysis, research and improvement resolution

Developing, implementing and practicing of BC/DR plan

Compliance analysis for applicable regulations, laws, NIST guidelines, and best practices specific to industry and work environment

Rapid acclimation to the use of software and hardware

Performing and scheduling system and data backups via cloud, USB, CD/DVD, hard drive, and tape medias

Diagrammed and directed LAN cable installation throughout home

Maintenance of network connectivity for and configure security/accessibility settings (Wi-Fi and LAN) for tablets, smart phones/TVs, laptops, desktops, and gaming systems via route splitting, hubs, and use of multiple commercial routers and hot spots

Familiar with FISMA, FedRAMP, and NIST

Senior Information Technology Specialist 2011 – present, 25 hrs/wk Cameron’s Temple Hills Animal Hospital, Inc Temple Hills, MD System Administrator

Network maintenance, troubleshooting, monitoring, analyzing and running diagnostics

Maintain Wi-Fi (separate secure and guest accessible configurations) and LAN via FIOS routers

Manage and allocate annual IT budget

Review all requests for additional hardware/software/equipment and evaluation product research; conduct cost/benefit analysis, determine network compatibility, and present recommendations to management

Attend and/or conduct meetings with management related to IT issues, security concerns, and regulatory update impacts

Perform vendor-guided network and software audits

Helpdesk support (via custom practice management software and spreadsheet system I developed) on site and remotely via TeamViewer, Skype, Facetime, screenshot texting

Serve as point of contact (POC) for vendors to procure, install, configured and update custom practice management software; contract negotiations with suppliers of telecommunications and IT services

Perform proprietary and scheduled back-ups for network and cloud resources and data

Perform software and hardware installations, upgrades, patches and configurations

Developed, documented, and flow charted new document management tracking process ensuring adherence to security policy and privacy guidelines

Document editing, marketing and promotional material development

IT security related research, proposal preparation, cost analysis, presentation, procurement, and installation of software, hardware, and/or peripherals and specialized equipment

Manage network and resource access controls, password management/assignment, and privileges

Develop when necessary and conduct security, software and equipment training

Development, implementation, editing, and practice drill coordination for practice BC/DR plans

Manage company email (Gmail, some Outlook, 1&1 Webmail), website, and social media presences

Conduct and/or assist with evaluation of vendor and staff candidates and contracts

Network, security configuration, monitoring and auditing

Analysis and development of risk assessment and mitigation strategies Assistant Office Manager 2007 – present, 15 hrs/wk Cameron’s Temple Hills Animal Hospital, Inc Temple Hills, MD

Update and manage patient treatment records and client contacts via database and hard copy

Scheduling consultations, treatments, lab and surgical procedures, and use of practice resources and facilities

Monitoring and procuring inventory; handling monetary transactions, preparation of cash deposits; manage accounts receivables and payables

Maintain professional office decorum and provide award-winning customer service

Assisting office manager with monthly, quarterly, and annual state, federal and practice tax and productivity report generation and submissions

Daily use of various applications including MS Office Suite/365 (Word, Excel, PowerPoint, Publisher, SharePoint, Groove, Access, Outlook), custom practice management software, Quicken, etc. to accomplish tasks

Work with clients and management when necessary to resolve disputes, identify potential issues in advance, or use sound judgement resolving issues independently when/where possible Surgical Assistant, Lab/Radiology Technician 1998 – Present, as scheduled weekly Cameron’s Temple Hills Animal Hospital, Inc Temple Hills, MD

Assist veterinarian with surgical procedures and patient treatments

Administer vaccinations and medication to patients

Monitor patient vitals and anesthesia use during procedures

Explain technical, surgical, non-surgical, procedural, and general practice details to clients related to patient care and treatment

Fill/refill, label, and note patient records for prescriptions, explain administration and demonstrate if needed to clients

Procedural and surgical suite set-up, breakdown, and sanitizing

Practical operating knowledge and compliance assurance of Maryland Veterinary Medical Association

(MVMA), American Veterinary Medical Association (AVMA), Maryland Occupational Safety and Health ACT (MOSHA), and Occupational Safety Health Administration guidelines for medical practices, patient confidentiality, and security best practices

Analyze lab results and microscopic samples, read x-rays and report findings to doctor

*References available upon request*

Computer Technician 2003, approx. 400 hrs

WB Patterson Elementary School (Volunteer – Community Service) Washington, DC

Negotiating, procuring, delivering, installing, configuring and updating all software and hardware (i.e., BIOS, RAM, hard drives, cables, CR-ROM drives, modems, network adapters, sound cards, graphics adapters, speakers, drivers, etc.)

Restoration and rebuild of donated non-functional computer shells for use in classrooms and teacher home offices

Estimated and managed project budget and resources

Conducted all necessary research for cost, unit capabilities and features, software, and peripherals compatibility based on user requests and purpose

Customized installation of MS Windows 95, 98 and NT 4.0

Established intra/internet connectivity via dial-up and LAN connectivity

Provided hands-on training and developed written instructions/manual for unit usage and maintenance; provided extended technical support as needed

Real Estate Agent/Salesperson (Residential and Commercial) 2003 – present, 30+ hrs/wk Keller Williams Preferred Properties- Licensed in MD/DC, BPOR Upper Marlboro, MD

Provide guidance and assist sellers and buyers in marketing and purchasing property for the right price under the best terms

Determine clients’ needs and financials abilities to propose solutions that suit them

Intermediate negotiation processes, consult clients on market conditions, prices, mortgages, legal requirements and related matters, ensuring a fair and honest dealing, referring them when necessary to legal or financial experts for assistance

Counsel clients on procedures, processes and responsibilities in efforts to purchase homes via affordable housing programs sponsored by various government entities and private sector organizations

Perform comparative market analysis to estimate properties’ value for sellers and mortgage lenders/banks/lienholders for the purposes of sale, refinance, and foreclosure

Display and market real property to possible buyers

Prepare necessary paperwork (contracts, leases, deeds, closing statements etc)

Manage property exchanges/closings

Maintain and update listings of available properties

Cooperate with appraisers, escrow companies, lenders, home inspectors, contractors, and government agencies or private companies as needed

Develop networks and cooperate with attorneys, mortgage lenders and contractors

Promote sales through advertisements, open houses, listing services, and social media

Remain knowledgeable about real estate markets and best practices via annual continuing education as required for jurisdiction-specific relicensing

**The experience that follows is related to administrative positions held prior to transition to IT field, although collaboration with IT personnel was a requirement** Executive Administrative Assistant to Department Director 2000-2001, 40 hrs/wk University of MD- ESSIC College Park, MD

Supervised department staff and student assistants in daily direction and delegation of department tasks and work requests

Provided transcription reports daily from recorded digital and tape medias

Attend meetings and contribute to work groups as required

Serve as IT liaison for department and facilities

Scheduling of department facilities, equipment and personnel for meetings, presentations, labs, projects, and conferences

Arrange travel, accommodations, visas, and expense reporting and tracking for personnel for domestic and international travel

Work with IT staff to manage new hire privileges and access, product procurement and configuration, network management, set up/break down of AV equipment, and provide staff training

Work with IT staff to arrange remote access to resources for personnel

Serve as POC for department to other department/college deans and president of university, as well as outside institutions, contractors, vendors and government agencies

Report preparation and presentation and completion of daily tasks via University network and resources as well as MS Office Suite, and some command prompt accessed resources Regional Administrative Assistant and Executive Assistant to Regional Sr VP 1998-1999, 40 hrs/wk Hill International, Inc Washington, DC

Provide full suite of administrative support to Regional Sr Vice-President, 3 additional discipline/industry managers, and scheduling department including change order management and tracking, correspondence development and distribution, contract filings, conference/convention communications and marketing materials assembly, logging phone messages and monitoring email, procurement of supplies and materials, etc.

Schedule and calendar management for Sr VP and managers

Arrangement of travel, accommodations, expense reporting and tracking for domestic and international trips and conferences

Arrange facilities and resources for meetings and conferences

Serve as POC for vendors, government agencies, private companies, and internal company requests

Work with IT staff to arrange new hire orientations and training, management of access credentials and privileges, and set up of off-site and in-house networks and equipment

Coordinate with other department secretaries and managers to schedule on-site and in-house staff meetings, contract negotiations, new client meet & greets, and parties/celebratory events

Develop and prepare meeting, contract, conference/convention, project correspondence for distribution

Establish and maintain working relationships with counterparts at other organizations and company offices around the world

Coordinate phone conferences with international and domestic partners and clients Grants Technical Assistant (GTA) 1996-1998, 40 hrs/wk NIH- National Cancer Institute, Grants Review (Grade 6, Step 2, Series 03) Rockville, MD

Serve as primary administrative support for 3 physicians in cancer grant reviews of medical colleges, universities and institutes

Assist in reviewer recruitment for each review cycle (20> Subject matter experts per review, 4 review cycles p/yr, 5-7 reviews per cycle)

Plan, develop, prepare, schedule and conduct mass mailings of review related materials

Document return tracking

Scheduling of travel, accommodations, expense reporting and tracking for physicians on site review

Arrange accommodations, catering and prepare materials for bi-annual subcommittee meetings (40+ attendees for 3 day conference)

Provide on-site conference and resource management, document editing, and contact liaison for participants

Collaborate with IT staff to install LAN cabling for department and provide network access for all desktops, laptops, scanners, printers, and AV resources

Collaborate with IT staff to develop new subject matter expert database resource at every stage of project life cycle from conception to development and testing to implementation and training (database has become primary resource for SME recruitment, still in use by agency)

Collaborate with IT staff to test, introduce and train staff in use of parachute accounts for remote access to department resources (now referred to as VPN or secure remote access technology)

Train new hires in business practices, conference/review planning processes, and equipment and software use in support of 12 additional physicians focused on variations of cancer research grant review

*References available upon request*

Firefighter/First Responder 1993 – 1996, 60 hrs/wk Prince George’s County Fire Department, Station 29 Silver Hill, MD

Prevents fire damage by conducting surveys and inspections for hazards; enforcing codes.

Prepares citizens to prevent fire damage by developing and conducting educational and training programs.

Ensures availability of water at fire scene by testing hydrants; requesting and expediting repairs; verifying repair.

Minimizes fire damage by responding to alarms; driving and operating equipment; regulating water pressure; combating and extinguishing fires; rescuing and reviving people.

Administering emergent or critical care to incident victims

Ensures operation of equipment by completing preventive maintenance requirements; following manufacturer's instructions; troubleshooting malfunctions; notifying supervisor of needed repairs; evaluating new equipment and techniques.

Maintains operations by following policies and procedures; reporting needed changes.

Provides information by completing reports.

Maintains technical knowledge by attending educational workshops; studying publications; participating in scheduled drills.

Maintains fire station building, grounds, and related equipment by completing maintenance schedules.

Contributes to team effort by accomplishing related results as needed.

CPR/Rescue Breathing (Pediatric/Adult) and First Aid Certified

Bachelor of Science in Information Technology Management 2013 (Cum Laude) Trident University International Cypress, CA

Master of Science in Information Technology Management Grad expected 2017 Concentration: Information Security/Assurance and Digital Forensics Cypress, CA Trident University International

CompTIA Security+ : In progress (2017)

CompTIA A+ and CompTIA Network+ 2002

Microsoft Certified Professional (MCP) 2003

Microsoft Certified Systems Administrator/Solutions Associate (MCSA) 2003

Notary Public 2004

Real Estate License 2003

WebMaster Certification 1999

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