MELINDA PARRISH

adsoc8@r.postjobfree.com

240-***-****

SUMMARY

Highly skilled IT support professional with extensive helpdesk/desktop contract experience as well as Software and Application training. (Also served as a mentor on several occasions) Hard working, reliable and dedicated to producing timely and effective results.

TECHNICAL SKILLS

Windows 8, Windows 7, Windows XP and Novell (limited), E-Docs, Office 365, 2010, 2007 and 2003. Limited Lotus Notes, HP ServiceDesk, Track-It, Remedy, Footprints, LANDesk, DemandDesk, Norton Anti-Virus, Ad-aware, SpyBot, MalWarebytes, 45 wpm, ability to learn quickly, iManage, Caseware, Internet Explorer,Firefox, and Google Chrome.

SECURITY CLEARANCE: NACLC completed Dec. 13th 2010 (Public Trust) Previously held Security + certification.

EDUCATION/TECHNICAL TRAINING (classes)

Strayer University, Takoma Park Campus January 1999-March 2004

Bachelor of Science in Computer Networking

EXPERIENCE

Project Administrator/IT Coordinator I October 2013-October 2014

Chickasaw Nation Industries/FDA

Participate in client meetings as determined by the project lead

Document, track and analyze project costs

Recommend new processes and controls to improve efficiency and quality of projects

Acts as liaison between team members and with vendors and clients

Track issues through to resolution

Assist management in identifying and resolving any human or material resource issues as it relates to project delivery

Ensure that quality assurance reviews are conducted in accordance with the project plan

Ensure that "best practices" are being followed in all projects and provide feedback on best practices/opportunities at the end of each project

Software Support Specialist/Trainer

Experis/ IMF March 2013-October 2013

Conduct daily training of industry specific software application (E-Docs) to IMF employees

Create and edit documents for training as well as handouts to employees for later reference

Conduct walkthrough to support enterprise-wide software deployment

Respond to requests for technical assistance in person, via phone, or electronically

Diagnose and resolve technical software issues or redirect problems to appropriate resource

Research questions using available information resources

Advise user on appropriate action

Follow standard help desk procedures and ensure that help desk cases are logged and recorded

Identify and escalate situations requiring urgent attention

Track and route problems and requests and document resolutions

Stay current with system information, changes and updates

Clinical Support Specialist

National Naval Medical Center/Northrop Grumman/ STS September 2010-August 2012

Performs systems analysis of computer, communications, and network systems and support large-scale database management systems.

Supports the installation of computer operating systems, network, application software, and computer/network hardware and log trouble calls with the Support Center with required follow-up until problem resolution. Also maintain a site log of trouble tickets and accumulates data for effective problem resolution statistics.

Provides hot-line support to customers and possesses troubleshooting skills and knowledge of the MHS clinical systems and Windows environment and OS.

Analyzes and supports technical documentation detailing installation procedures.

Supports the overall integration of all system peripherals so that they can operate correctly within a predefined environment.

Manages the overall installation and maintenance of hardware and software on a daily basis and load new software releases and software maintenance updates at the customer site.

Monitors overall system performance, Performs system security checks on a routine basis.

Oversees daily operations of system at the customer site to ensure system availability. Troubleshooting LAN/WAN network communications operations, hardware and application software.

Proficient with PC Hardware/Software to include deployment and proficient in troubleshooting PC Hardware and loading Software.

IT Infrastructure Support I

Comsys/Washington Post, Washington, DC April 2009-March 2010

Provide Tier One Help Desk Support to incoming request on a daily questions and problems

Log all calls, emails and walk in request, problems and/or questions into DemandDesk ticket system and document and update status of calls/resolutions and Escalating calls to Level 2 support team as needed

Troubleshoot software such as Internet Explorer 6, Office 1997, Office 2003, Lotus Notes

IT Support Analyst

Reznick Group, Bethesda, MD December 2007 to March 2009

Provide Tier One Help Desk Support to incoming requests on daily questions and problems and handle calls by logging them into Footprints tracking ticket system and document and update status of calls/resolutions in Footprints.

Troubleshoot hardware and basic issues with software applications such as Caseware, Office 2007, Office 2003.

Set up & test Video equipment for scheduled Video conferences (Polycomm/IVCI)

Support Remote Access issues such as VPN and Dial-up as well as work independently and follow-up with solving staff hardware/software and Remote Access issues.

Configure Computer Systems for new images (Symantec Ghost), updates and rotation assignments to staff

Responsible for inventory and asset control records in database (ie: Laptops, Desktops, PDA's, Printers, Security Cables, Memory Keys, Mouse etc). Also monitor, troubleshoot, and support Printers.

IT Support Specialist

MIL Corporation, Bowie, MD (Library of Congress) December 2006 to December 2007

Provides phone support for XP Professional, Office 2003, WordPerfect 12, Office 2003, Internet Explorer, Firefox and Groupwise.

Resets Network passwords using Active Directory and econtrol.

Supports Blackberry and printer issues and also configure and maintain laptops including inventory.

Uses Remedy ticketing system to log in all calls or emails that come in from employees.

IT Support Specialist

Wilmer, Cutler, Pickering, Hale & Dorr, Washington, DC November 2005 to July 2006

Answers, evaluates, and prioritizes service requests received via phone or email concerning Attorney’s, Paralegals, Secretaries, etc. computer performance.

Performs diagnostics with customer to collect information about problem to determine source of error.

Resolves remote access issues, printing issues, and network connectivity issues as well as troubleshoots PC hardware, software problems and Blackberries, and identifies, categorizes, and resolves PC hardware and software application problems.

Escalates the most complex problems to third-tier Senior Support Specialists or other Hardware/System Specialists as necessary.

Assign/create user id/passwords using RSA Secure ID Key.

Logs and tracks calls using Remedy and maintains history records and related problem documentation. Maintains accuracy of help desk database and records resolution information.

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