A+, net+, dell, hp, mcp, mcdst, customer service, hdi,

I am a Self-motivated, skilled IT professional with proven success in managing different aspects of IT infrastructure. Proven leadership capabilities in reducing IT maintenance costs, providing strategic support solutions, and building customer service teams for effective customer support. Technical experience as a senior level desktop support technician.

October 08 to Present: Service Desk Manager, Technisource - Genworth Financial, Richmond, VA- Responsible for all end-users, operational interactions with IT including managing small group of agents, performing help-desk duties and serving as final authority for desktop-support issues. Establishes and maintains liaison with customer, developing a strong working relationship with the customer to facilitate a better understanding of their needs.

• Achieved the HDI Support Center Manager certification.

• Consistently maintained an NPS above 82 percent.

September 07 to October 08: Desktop Technician Dispatcher, Technisource - Genworth Financial, Richmond, VA- Is the liaison between Helpdesk and Desktop support, taking warm transfers for severe related issues. Resolved most tickets ranging from basic troubleshooting to more complex types of issues. Managed work queues, email and instant messages from department managers and Site leaders. Handled escalated tickets that could not be resolved by Level 1. Dispatched tickets that could not be resolved remotely.

• Obtained Network + Certification.

• Participated in the planning of the IT Clean-up Project

March 06 to September 07: Desktop Support Technician, Technisource - Genworth Financial, Richmond, VA- Relocated assets on a scheduled basis. Performed end of lease upgrade for desktop and laptop assets on a scheduled rotation. Performed scheduled maintenance on various models of HP Laser Jet printers. Troubleshoot end- user hardware and software type problems on different web base and client installed applications.

• Personally inventoried HP printers on local campus and help design install script for web installation.

• Successfully obtained Microsoft Certified Professional Certification.

• Successfully obtained Microsoft Desktop Support Technician Certification.

• Achieved HP Desktop and Notebook certification.

December 05 to March 06: System Administrator, GCI - Capital One, Innsbrook, VA- Supporting profile maintenance for Windows operating system administration. Processing daily requests over a web based system (Access Central) that is mainly for granting and disallowing access to several applications within the company. Configuration of user accounts, system access, vendor access and contact accounts.

May 04 to December 05: Field Service Technician, Businets Inc. Fredericksburg, VA- Worked in several Central VA counties and State Government offices fixing and administering secure networks and exchange systems for the state. Oversaw the management of accounts, network rights, and access to systems equipment. Provided design and installation expertise of business grade networks utilizing CAT-5 cabling, HP switches, CISCO routers, and firewalls. Provide knowledge of LAN/WAN/PC hardware and software to optimize and diagnose the functionality of networks and systems as well as performing systems recovery.

• Successfully obtained multiple HP Laser Jet printer certifications.

March 04 to May 04: IT System Administrator Tier 1, Virginia Department of Transportation, Fredericksburg VA- System administration and maintenance of up to 500+ users throughout the State of Virginia from office to remote field technicians. General calls included Level 1 phone support, remote troubleshooting, email account setup, printer administration, and configuration of programs for users as needed.

October 03 to December 03: Printer Technician, Computer Exchange Ltd, Lawrenceville, GA- Performed printer memory upgrades, and general maintenance to onsite printers. Performed general and warranty maintenance on HP LaserJet’s, DeskJet’s, Dot matrix, Lexmark models, and IBM model printers. Performed network printer installations and troubleshooting.

December 02 to October 03: Field Technician, Business Equipment Center of Atlanta, Atlanta, GA- Liaison between the technical team and business team to help build better relationships between the client and business. Performed general service and troubleshooting of HP, Minolta, and Lexmark printers. Ensured end user satisfaction by providing preventative maintenance, trouble-shooting, and quickly resolving moderately complex problems. Support all office systems running Windows products and some Apple based systems.

• Successfully obtained A+ certification

• Successfully obtained Lexmark Printer Certification on multiple models of printers.

January 02 to December 02: Desktop Technician, DCT Systems Lockheed Martin, Marietta, GA- Maintains and support all office systems running Windows NT, Windows 2000 Professional and MS Office. Installation of various software packages that include Microsoft based products, Unisys telecom software, and engineering design software. Basic troubleshooting of HP LaserJet printers, Dot Matrix printers.

• Acquired IBM Certifications for Desktops, Notebooks.

• Successfully obtained HP Certification for Desktops and Laptops

June 1994 to November 2001: Support Equipment Mechanic, USMC- Lead over 15 Marines and Civilians for the Visiting Aircraft Line (VAL). Successfully supplied equipment for the aircraft during the annual air show.

• Honorary Discharge – Veteran

• Achieved the Rank of Sergeant ( E-5)

AS Electronic Engineering ITT Tech, San Diego, CA, 2000

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