TRANITA PALMER

**** ******** ****

Springfield, VA. 22150

ads81q@r.postjobfree.com

(571) 268 - 7310

KEY QUALIFICATIONS

●Solution-driven professional with over 12 years’ experience providing timely and client-focused information technology (IT) technical support.

●Demonstrated capacity to identify root causes and direct users to required solutions.

●Experienced at articulating complex technical concepts to users of varying understanding.

●Knowledgeable in a variety of common operating systems, applications, and hardware with a proven ability to quickly understand new tools and technologies.

●Outstanding interpersonal skills as demonstrated through the achievement of by achieving Best Team Supporter of the year.

●Advanced level of knowledge working with various operating systems to include but not limited to Windows, MAC, iOS, BlackBerry, Windows Mobile, and Android operating systems software, as well as strong foundational knowledge of networking applications, and troubleshooting.

EXPERIENCE

Consultant - Computer Support Services January 2009 – Present

BetterMindz Market

Provided hardware and software technical support including:

●Performed routine diagnostics to ensure the operating functionality of computers, networks, and peripheral equipment.

●Maintained detailed, accurate repair records in support of asset management and inventory control using excel and BMC Remedy.

●Installed system and application software, patches, and utilities as needed.

●Provided on-call technical support for hardware, peripheral devices and related equipment.

Business Analyst Jr. September 2015 – November 2019

DKW COMMUNICATIONS

Contractor for United States Department of Agriculture:

●Participated in increasingly complex system analysis projects using scrum and/or other Agile Development frameworks.

●Configure and troubleshoot PCs, MACs, mobile devices, printers, and multi-function devices. Advanced level of knowledge working with various operating systems to include but not limited to Windows, MAC, iOS, BlackBerry, Windows Mobile, and Android operating systems software, as well as strong foundational knowledge of networking applications, and troubleshooting.

●Established rapport with internal and external stakeholders.

●Prepared and deliver information in a concise, professional written format.

●Used tested practices to track completion and success of deliverables.

●Worked with an interdisciplinary team comprised of developers, database administrators, QA testers, business analysts, and management.

●Analyzed and track service ticket to resolution and update ticket status in Numera Footprints.

●Analyzed and document business processes to enhance standardization and efficiency.

●Developed and maintain a thorough knowledge of business processes supported by software systems/products.

●Participated in requirements and design reviews, as well as change control activities

●Gathered and interpret relevant data and information for solution gathering.

●Participated in the quality review of program documents and deliverables.

Field Engineer December 2010 – August 2015

EVOLVER INC.

Contractor for United States Patent and Trade Office. Specific responsibilities included:

●Worked with over 50,000 clients locally and remotely.

●Evaluated, diagnosed, monitored, and resolved all problems within the Service Level Agreement (SLA) required by the contract to minimize down time on systems and servers.

●Gathered and interpreted relevant data and information for solution gathering.

●Diagnosed and resolved hardware issues, including the reimaging of damaged laptop and Xerox multifunction printers and recovery of information from damaged hard drives

●Supported deployment of desktops and laptops, migration of user data, end user orientation and troubleshooting, and associated administrative tasks.

●Created, documented, tracked, and closed tickets in partnership with IT team members using BMC Remedy.

●Increase the quality of the deliverables of data transfer for over 50,000 clients using scrum to finish a project on time.

●Investigated how relationships between systems give rise to the collective behaviors of other systems and how the system interacts and forms relationships with its environment.

●Store, track, and manage electronic documents and assets with the team using SharePoint.

IT Coordinator/Executive Assistant July 2003 – December 2008

East Coast Migrant Head Start Project

Served as information technology (IT) department liaison for networks, server, and directory troubleshooting. Specific activities included:

●Provided Help desk support and responsible for solution resolution and documentation update.

●Asset management and inventory control using excel and word.

●Developed, maintained, and upgraded the active user directory.

●Documented all issues thoroughly and properly, resolving them efficiently, effectively, and according to standards, policies, and procedures using Footworks.

●Thoroughly and properly train users on all required technology and skills.

●Assisted supervisors with ‘lessons learned’ sessions, as appropriate, including applicable documentation and/or reporting.

●Achieved and maintained excellent interpersonal relationships with all constituencies, including the practice and promotion of open communication.

●Developed an enrollment tracking system accounting for 5,000 children annually.

●Developed and prepared reports, meeting minutes, correspondence, policies, and procedures.

TECHNICAL SKILLS

Operating Systems: Windows 98/NT/2000/XP/Vista/7/8/10

Applications: IT Asset Management software tools, Adobe Photoshop, Adobe Flash, MS Office Suite, Visual Studio, Remedy, Visio, PC Anywhere, Network utilities, Sharepoint

Networking: LAN/WAN, TCP/IP, Ethernet, Wireless, Bluetooth, Remote Desktop, FTP, Print and Mail Servers, Patches, Server Support, Cisco

Programming: Object Oriented, Javascript

EDUCATION

Computer Science, Associate of Science (A.S.) Everest University

Business Management, Bachelor’s of Science (B.S)

University of Phoenix

Contact this candidate