Synopsis of Skills

Associates Degree in Computer Sciences

** ***** ** ********** ** Information Technology

Trained users for basic computer and job specific software operation.

CompTIA Network+, and A+ Certified

Expert in MS Windows and Office Suite

Diagnosing and Troubleshooting

Technical Help Desk experience

Strong analytical skills

Researched issues on computer systems/ databases for resolution

Strong verbal and negotiation skills

Created training materials and documentation

Proficiency in TCP/IP protocols

Work Experience

2018-Current Transportation Supervisor, The Senior Alliance

Planning routes and schedules for multiclient appointments.

Keep routes running on time through communication with drivers and dispatch and monitoring computer tracking system.

Liaising with participants in booking their transportation needs.

Allocating and recording resources and movements on the transportation system.

Coordinate with partner Supervisors and other team members to ensure all routes are covered, assigning and monitoring vehicles and drivers daily.

Communicates unusual occurrences or circumstances, complaints, suggestions or other matters that may impact the agency to appropriate staff.

Monitoring and maintain a 5-vehicle fleet.

Provide supervision, counseling and coaching of drivers to ensure compliance with operating standards and to assist with problems; re-establishes schedules in case of breakdowns; talks to unruly passengers; suggests alternative routing due to accidents or detours due to inclement weather conditions, road closings or similar occurrences.

2014-Current IT Specialist, The Senior Alliance

Administer network of 100+ employees using Active Directory, remote access and VPN technologies.

Project leader for website redesign and content management.

Project leader for outreach programs using Public Service Announcements.

Perform desktop/laptop imaging for disaster recovery.

Provide IT help desk services to all agency personal.

Assist management with projects, including development of new technology applications.

Provide technology orientation for new staff and continual training agency wide as well as created training materials.

Troubleshoot issues arising with software packages utilized by staff.

Research and solve technology issues.

2012-2014 Freelance IT Professional, Self- Employed

Upgrade PC hardware and software at different locations during various short-term consulting assignments.

Perform technical support and troubleshooting for PC, laptops and tablets using on-site, e-mail and telephone methods.

Replace malfunctioning PC components including network and VoIP devices.

Educate clients to identify computer security and efficiency needs.

2007-2012 Field Representative, Nielsen Media Research

Established and maintained long term relationships from randomly selected Panel Members.

Prioritized, scheduled, and completed all work following established SOP.

Maintained work assignments to meet various Nielsen objectives and performance goals including Market and Sample commitments, contractual requirements, quality standards, policy and procedural requirements, and customer satisfaction.

Performed diagnosing and troubleshooting of data/equipment and taking necessary corrective action to retrieve accurate audience data.

Educated and coached Panel members on operation and usage of Nielsen equipment to ensure optimum performance results.

2005-2007 Business Analyst, Resource Technologies at Ford Motor Company

Provided base level IT support to company personnel.

Displayed courtesy and strong interpersonal skills with all customer interactions.

Maintained composure and patience in face of difficult customer situations.

Trained new employees and explained protocols clearly and efficiently.

Researched issues on various computer systems and databases to resolve complaints and answer inquiries.

Informed customers about issue resolution progress.

2002-2005 Senior Technical Adviser, Westnet-Tech, Inc.

Provided customer service not excluding most sales and all system upgrades, and PC repairs.

Resolved customer issues via telephone and e-mail support.

Monitored inventory control and loss prevention.

Completed all system builds according to customer specifications including hardware, loading OS, device drivers and other software as well as quality control, testing, and packaging.

Administered companies' network and assisted with customer on-site network repairs and upgrades.

Education

2003 Associates Degree in Computer Sciences, ITT Technical Institute

2014 CCNA Cisco Certified Network Administrator, Global Information Technology

2014 CompTIA Security+, Pearson VUE, Global Information Technology

2014 CompTIA Network+ Certification, Pearson VUE

2005 CompTIA A+ Certification, Pearson VUE

1997 Inventory Control Specialist, United States Army

1993 Leadership Development, United States Army

1993 Advanced Signal Support Specialist, United States Army

Awards

2017 Employee of the Month August 2017

2011 Field Representative of Month, Nielsen Media Research

2008 Field Representative of Quarter 1, Quarter 2 Nielsen Media Research

2007 Top Gun Award for Highest Grades, Nielsen Media Research

2003 Best Network Design and Implementation Award, ITT Technical Institute

1996 Army Achievement Medal 3rd OLC, United States Army

1996 Overseas Service Ribbon, United States Army

1996 Armed Forces Service Medal, United States Army

1996 NATO Service Medal, United States Army

1995 Army Service Ribbon, United States Army

1992 National Defense Service Medal, United States Army

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