OBJECTIVE: To obtain a full-time position in the field of information technology with an emphasis on technology integration; special interests include networking, systems analysis, and hardware repair

EDUCATION: The Pennsylvania State University, Mont Alto, PA

Bachelor of Science, Information Sciences & Technology May 2013

Minor: Security Risk Analysis Major GPA: 3.0

Honors: Dean’s List 2009 -2013

COMPUTER SKILLS: Microsoft Office Suite, Microsoft Skype For Business, SharePoint, Active Directory, MySQL, DHCP, DNS, C++ Java & HTML Programming, IssueTrak, Zendesk, SAP Crystal Dashboard, MS Project, Lyris, Hardware Repair

RELEVANT SKILLS

●Security Clearance Eligible

●Project management, scope planning, schedule development and collaborative tools

●Technical, operational planning, and performance of technical analysis

●Strong communication, presentation, analytical, team management, and problem solving skills

●Installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals including desktop computers and laptops

●Experience with Windows OS and Mac OS

●Complex troubleshooting, analytical and communications skills

●Ability to gather relevant information systematically and to solve problems, identify needs, develop and propose solutions.

RELEVANT COURSES

●Organization of Data

●IT Project Management

●Systems and Enterprise Integration

●Networking and Telecommunications

●Overview of Computer Security

●Networking Essentials

WORK EXPERIENCE

National Alliance on Mental Illness, Arlington VA Dec 2018 – Aug 2020

Job Title: IT Support Specialist

●Responds to user hardware, software, and administrative technology request

●Installed, configured and supported the Microsoft XP/Vista/Windows 7/8/10 in a server-based environment

●Assisted users with network connectivity issues

●Managed and maintained inventory and inventory databases

●Managed and maintained Active Directory

●Managed organization administrative rights (via Office 365 Admin Center, Exchange Admin Center, SharePoint Admin Center, Lyris Email Marketing software & Azure AD Admin Center)

NCI Inc, Tysons Corner VA September 2016 – October 2017

Job Title: Desktop Support Technician III

●Supports the Army National Guard, Reserve Component Manpower System (RCMS)

●Implements processes and improvements to support multi-tiered Customer Service Levels.

●Responds to user's requests and documents (via IssueTrakdb)

●Track and resolve reported incidents and aid with usage of the RCMS and SMMS platform and its functions

●Provide support by answering telephones, communicating with clients, diagnosing hardware and software malfunctions, and troubleshooting Soldier issues

●Collaborate with other specialists in the identification of routine/high priority system problems and assignment of corrective action requirements.

●Coordinate system trouble reports with database analysts, system and application programmers, and functional database managers.

●Mentor and develop less senior help desk agents.

Hewlett-Packard, Northern Virginia Area December 2014 – January 2016

Job Title: Hp Federal-Field Technical Support

●Interact with customers to ensure customer satisfaction following established procedures.

●Diagnose and repair laptops and desktops at customer sites.

●Configure, Maintain, and Repair wireless network.

●Maintained customer cases using ICE ticketing system.

●Assist the customer with basic product familiarization training on device features during routine preventative maintenance or break/fix engagements

●Perform installations, reinstallations, maintenance, and repairs on customer equipment.

●Provide break-fix reactive and proactive support and installation for volume and value products.

●Perform reporting and administrative functions.

Best Buy Geek Squad, Washington DC May 2014 – December 2014

●Partner with other employees to ensure customer’s needs were met and that no customer was left unserved.

●Provided friendly, fast, and accurate processing for all customer transactions.

●Developed strong relationships with customers by becoming a trusted advisor and partner in assisting them in making technology more functional in their lives.

●Help answer questions and resolve customer issues.

IT Intern Friendship Public Schools, Washington DC May 2012 – August 2013

●Facilitated staff and student computer system projects such as monitoring the network while tests where administrated

●Assisted staff and students with basic network connectivity issues

●Managed and maintained inventory databases

●Managed and maintained Active Directory alongside senior technician

REPRESENTATIVE PROJECTS August 2010–August 2013

●Friendship Public Schools Imaging: Helped image 4 schools inventory of student and teacher laptops using Ghost symantec.

●Database Developments: Guided team in the development of relational database management systems (RDBMS) for a restaurant setup.

Results: Improved the consistency, recoverability and accessibility of data.

●Website Design: Team helped design templates of a website as well as discussed how SEO can help market the company’s website using collaborating tools and Project Management skills.

●SAP Dashboard Design: Helped build a SAP Dashboard for Commonwealth of Pennsylvania

Awards

Fashion Institute of Technology State University of New York Spring 2019

●Successful completion of courses in Sneaker Essentials

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