Experience

Senior Technical Project Lead

SpecPro Technical Services Inc; Bethesda, MD

Contractor for Walter Reed National Military Medical Center, Bethesda

(Active Department of Defense SECRET Clearance)

·   Provides Technical Support for Joint Medical Hospital Staff of over 9,000 within the largest Military Hospital In the world

·   Provides support for 2 Help Desk locations within the base along with the National Intrepid Center of Excellence (NICoE) and the CapMed Joint Task Force Installment along with 47 alternate tenant commands

·   Assists staff of 45 IT Techs (Tiers 1-3) with any advanced troubleshooting

·   Hardware Deployment, planning and management

·   Manages Active Directory, including creating & modifying user settings, permissions and accounts.

·   Handle significant amount of VIP users

·   Policy and Procedure brainstorming and implementation

·   Customer Relations

·   Work directly with Chief and COO of the Information Technology Department

·   Assist training all new employees

·   VPN Troubleshooting

·   Assisted Service Desk manager in all high priority incidents

·   Project Management 

·   Successfully developed, tested, communicated and deployed Windows 7 to 10,000+ devices with a 96% success rate. Completed project 1 month ahead of schedule

·   Currently managing remote medical coding system with 40 remote medical coders for Patient Admin Department. System management of 40 virtual machines and 5 network applications across 2 domains. EST $163 Million in monetary recovery for WRNMMC-B.

IT Service Desk Manager

SpecPro Technical Services Inc; Bethesda, MD

Contractor for Walter Reed National Military Medical Center, Bethesda

(Active Department of Defense SECRET Clearance)

·   Managed 2 walk-in helpdesk offices

·   Provided support for Naval Support Activity Bethesda and 40 Tenant commands

·   Provided senior support in a fast paced environment for 9,000 users; military, civilian and contractor

·   Provided support and troubleshooting for over 12,000 pieces of IT equipment

·   Managed all high priority incidents

·   Hardware Deployment planning and management

·   Manage Active Directory, including creating & modifying user settings, permissions and accounts.

·   Routed tickets using GWI ticketing system

·   Responded to user requests for assistance related to all deployed hardware and software.

·   Deployed , maintain and troubleshoot laptops and desktops, both remotely and onsite

·   Provided Deskside support

·   Provided remote assitance to callers using Dame Ware Mini Remote Control

·   Created and maintained user accounts across the NMED and JMED domain

·   Trained many new employees about the network and the different medical software

·   Trained employees how to manage the front desk of the Help Desk (200-500 people per day) as well as answer phones (~150 min per day)

·   Assisted in Setup of annex site in Rosslyn, Va which was a test site for the new Joint Medical (JMED/Health.mil) domain through Ft Belvoir

o   Learned the new domain, configured all computers and printers on JMED domain

o   Provided on site support for users at the annex location

Proprietary Systems Specialist 2

CACI International Inc.; Crystal City/Arlington, VA

Contractor for Office of Under Secretary of Defense (AT&L)

(Active Department of Defense SECRET Clearance)

·   Process and Troubleshoot user accounts ( Approx. 50 weekly)

·   Process, Register and Troubleshoot user CAC Credentials using PKI Systems (Master Admin)

·   Account Support for Oracle Systems and Lotus Notes

·   Monitor Active Directory User accounts (Internal to DoD and External)

·   Maintain AT&L Web Portal (NIPR & SIPR)

·   Troubleshoot and resolved 98% of incoming tickets and issues with quick resolution (average 25 weekly between Phone and Email with fluctuating difficulty levels)

·   Quick resolution time with 100% success rate for High Priority Users (GS13, GS14, GS15, SES)

·   Very Good Understanding of DoD Acquisition Processes

·   Very High Understanding of Government, Policy and Regulations both in General and AT&L Specific circumstances.

Helpdesk Agent Certification Engineer

AH Computer Consulting Inc.; Rockville, MD

Contractor for U.S. Postal Service

·   Supporting All USPS Employees and District Managers Nationwide

·   Troubleshooting Computer Systems and Motorola IMD Scanners

·   Creating/Managing Job Tickets Using BMC Remedy

·   Environment Average 4500 + Calls per month

·   Personally Averaged 300/400 tickets per month with high resolution rate

Tier 1 Support Staff

Apex Systems Inc.; Rockville, MD

Contractor for Montgomery College

·   Supported Montgomery College Students and Faculty (Rockville, Germantown, Takoma Park Campuses)

·   Web site/web connectivity support

·   Password reset

·   Class registration support

·   Answered Telephones and E-mails in a Call Center median

·   Created job tickets using Banner systems

Computer Tech\Graphics Engineer

Prestige Screen Printing Inc.; Rockville, Maryland

·   Maintained system of 8 CPU in network

·   Upgraded and troubleshooting for all necessary CPUs

·   Created/interpreted engineering drawings using CAD programs

·   Setup connections for PC\MAC linking with wide format printers

2012 – Current

2011 – 2012

2010 – 2011

2008 – 2010

2007 – 2008

2005 – 2007

Core Competencies

·  Testing & Troubleshooting    

·  Application Administration  

·  Systems Upgrades  

·  System Integration/Migration

·  User Training & Support Tools

·  Ghost Imaging

·  Technician Training

Hardware devices:

·   Desktop Workstations

·   Laptops/Tablets

·   Mother Boards

·   Video & Sound Cards

·   Monitors

·   CD-ROM Drives

·   Memory Chips

·   IDE/EID­E/SCSI Hard Drives

·   Optical Drives Scanners

·   Printers (HP, Lexmark,  RICOH)

·   Rapid Imagers

Security

·   Norton Anti-Virus

·   McAfee

·   Spyware

·   Virus and Spam removal

·   Firewalls/ Digital Certificates

·   Encryption

·   VPN

·     Problem Identification/Analysis    

·     Network Connectivity Issues

·     Client Needs Fulfillment   

·     Business Process Optimization

·     User Management

·     Project Management and Implementation

·     Printer Queue management

Software programs:

·    Windows 9x/NT/2000/XP/Vista/7

·    Windows Server 2003 R2

·    Mac OSX

·    Active Directory (ARS)

·    Microsoft Office 2000/2003/2007/2010

·    PKI systems

·    Timbuktu Remote Desktop

·    Dame Ware Mini Remote Control Service

·    Norton Internet Security

·    McAfee Anti Virus

·    Adobe CS6

·    BMC Remedy

·    GWI Ticketing System

·    Norton Ghost Server

·    Juniper

·    MS Exchange Server

·    VMWARE

·    Remote Desktop

Certifications/

Skills

Education/ Memberships

Certifications:

·      CompTIA Security+

·      Currently studying following certifications

o           HDM

o           CISSP

University of Maryland University College

Adelphi, MD

B.S. in Information Systems

Montgomery College

Rockville, Maryland

2011 – Current

2006 – 2009