Objective:

Skilled professional with far-ranging, extensive experience in Help Desk support, training, reporting and analytics, informed by ITIL Best Practices. Skills include (but not limited to) new employee evaluation and hiring, onboarding, managing teams, coaching and mentoring, staff training and development, quality control, incident analysis, agent evaluation, technical documentation and process creation, and subject matter expertise in Microsoft Office products, SharePoint, and Active Directory.

Employment History:

IT Specialist – Kryptowire, LLC

1 May 2023 – 7 February 2024

Duties Include:

All IT-related support.

Self-evaluation for NIST 800-171 and CMMC security compliance.

Vendor evaluation of new RMM and SIEM products.

Asset and Inventory Management.

Corporate software license inventory and management.

Server hardware configuration and installation, both on-premises and in the data centers.

Purchasing of licenses, supplies, tools, and new equipment for productivity and conferencing.

Onboarding and offboarding of new employees and interns.

Account creation, physical and digital access control, and new system setup.

Created plan for domain transition for pending company rebranding.

Created and documented new and existing IT processes.

Subject Matter Expert – Strayer University

16 May 2016 – 25 November 2016

Duties Include:

Developed Quality Assurance evaluation scoring forms and procedures.

Developed roles and responsibilities for QA/Training Lead.

Quality Control of Help Desk contacts and processes.

Provided coaching, guidance and mentoring to staff on performance.

Provided high-quality support of phone, E-Mail and Chat contacts received from Strayer University employees, students and graduates.

Quality Assurance/Training Lead – The MITRE Corporation

1 October 2012 – 26 June 2015

Duties Include:

New Help Desk Employee Training Lead.

Quality Control of Help Desk contacts and processes.

Project Lead of SME Incident Analysis, Annual Training Event, Agent Scorecard, and SharePoint Site Development.

Created and managed projects to adoption in Help Desk operations.

Developed roles and responsibilities for QA/Training Lead and Help Desk Team Lead positions.

Developed Quality Assurance evaluation scoring forms and procedures.

Provided coaching, guidance and mentoring to staff on performance.

Desktop Support Specialist III – The MITRE Corporation

27 September 2004 – 1 October 2012

Duties Include:

New Help Desk Employee Training Lead.

Provide high-quality support to MITRE employees and customers on numerous and various products and applications.

Subject Matter Expertise:

Microsoft Office Suite

Lync/Communicator

Outlook and Distribution Lists

Certified Help Desk Professional - STI Knowledge (No longer doing business)

12 November 2002 – 14 September 2004

Duties Included:

Floor Coach

Department technical trainer

Technical documentation primary

Various hardware and software support, multiple proprietary systems supported and administered

Subject-Matter Expertise:

Microsoft Office

Microsoft Distributed File System

Active Directory Account and Printer Administration

Novell NetWare Administration

Cisco VPN

RSA ACE Administration

Citrix Support and Administration

Lotus Notes Support and Administration

Lovewell Company, Inc.

1 June 2001 – 1 November 2002

Duties Included:

Delivery of HVAC equipment and literature

Computer Support

Various office responsibilities.

Senior Support Analyst II – Sallie Mae

8 June 1994 – 1 July 2001

Duties Included:

Documentation Manager

Created the first online Standard Operating Procedures Guide including creating most of the content.

Department technical trainer

Various hardware and software support

Multiple proprietary systems supported and administered

Subject-Matter Expertise:

Microsoft Office Applications

Peregrine

Novell NetWare Administration

AS400 Administration

Cisco VPN Support

PPP/RAS Dial-up Support

RSA ACE Administration

Citrix Support and Administration

Lotus Notes Support

TN3270 support

United States Marine Corps Reserves

4 October 1995 – 9 September 2001

Corporal – Fourth Rations Company

Anacostia Naval Station

Duties Included:

Direct Support Platoon Guide (Acting Platoon Sergeant) commanding 63 Marines

Squad Leader given charge of 22 Marines

Trained Marines in Swim Qualification, Rifle Qualification (Primary Marksmanship Instruction), Land Navigation (Company Trainer), and Supply Administration (Military Occupational Specialty)

Twice nominated for Marine of the Quarter and NCO of the Quarter

Graduated First in Supply School (Class 10-96)

Awarded two Meritorious Promotions and three Certificates of Commendation.

Senior Financial Analyst II – Sallie Mae, Loan Servicing Center of Virginia (No longer in existence)

4 June 1992 – 7 June 1994

Duties Included:

Balanced multi-million-dollar Student Loan Fee Billing accounts, and quality-controlled accounts and Monthly Management Report packages in excess of $100 million per month.

Subject-Matter Expertise:

Training and Operations Procedures Project (TOPP)

Monthly Management Report (MMR) and Quarterly Management Reports

Automated Monthly Processes

Monthly Fee Billings

Voided Disbursement Rosters

Education History:

Northern Virginia Community College

Manassas, VA and Loudon, VA Campuses

September 1990 – 1993, September 2014

Undeclared Major

Paul VI High School

Fairfax, VA

August 1985 – May 1989

Awards and Merits

2005 Finalist for the Help Desk Institute Help Desk Analyst of the Year - Washington D.C. Chapter

2013 Departmental Spot Award – Subject Matter Expert Analysis Project

2011 Officer Award – Corporate Help Desk Service

2008 Special Recognition Award – Office 2007 rollout

2007 Special Recognition Award – Help Desk Annual Training Event

2006 Departmental Spot Award – Help Desk Annual Training Event Coordination

2005 Departmental Spot Award – Outstanding Performance Supporting IM&C Email and Calendar Transition

2005 Special Recognition Award – IM&C E-Mail Transition

Certifications and Professional Classes:

Help Desk Manager Certification – Help Desk Institute

Help Desk Analyst Certification – Help Desk Institute

Novell Certified Netware Administrator and Advanced Administration

Certified Help Desk Professional – Help Desk 2000

Lotus Notes Administration and Support

Advanced Notes Configuration and Support

The Learning Tree Certifications:

ITIL Foundations v3

Developing a Web Site (Hands-On)

Optimizing and Troubleshooting – PC Support

Advanced PC Support – Hardware (Hands-On)

Microsoft Access Advanced Design

Additional Information:

I have excellent knowledge of Windows Operating Systems, many hardware platforms and components, and particularly the Microsoft Office Suite, to include a practical expertise in Excel, Word, PowerPoint and SharePoint.

I continually look for ways to add value to my team, department and company. I have trained others for positions that have exceeded or matched my own. My training methods are efficient and thorough and have been praised and appreciated by employers and employees alike. I have both formalized and shortened the onboarding processes in my past companies, allowing new employees to more quickly commence supporting customers.

I have been named or recognized as a subject matter expert, supervising analyst, team lead, or floor coach in every position, job or military role I have ever assumed. I am a natural leader who is regularly approached to ensure swift completion of projects, training sessions, technical writing, and the passing of knowledge to staff and co-workers. If hired, my fidelity to the company will be immediately evident, and I will strive to accomplish that which the company needs and requires.

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