Summary

Blends customer service expertise with academic training and technical experience to provide exceptional information technology support. Extensive network administration knowledge, including back-up, security management, e-mail systems and applications support.

SECURITY CLEARANCES & CERTIFICATIONS

Active Secret Clearance/TS Clearable

Certified, CompTIA Network +

PROFESSIONAL EXPERIENCE

Unisys, supporting The Department of Justice                                                       Washington, DC

Help Desk Technician/Remedy Administrator                                                                       June 15 - Present

·   Provide technical support for The Department of Justice Asset Forfeiture Program Customer Service Center (CSC)

·   Provide first and second level phone and email support for Federal/local/state and internal staff of the Asset Forfeiture Program

·   Resolve questions or escalate issues regarding Forfeiture Systems Suite of software applications

·   Records all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system

·   Develop, edit and review various documentation including SOPs, meeting minutes and reports

·   Support the CSC Manager to accomplish new project initiatives and administrative tasks

·   Provide access support to federal/state/local agency end users into the Department of Justice Consolidated Asset Tracking System

·   Format and design reports and webpages for annual reports to Congress

·   Train all new Customer Service Center employees on daily activities and project requirements

·   Create/update all guides, reports, and SOPs for the Customer Service Center

·   Build and update the project resource pool, including all leave and schedule changes

·   Apply knowledge of Windows 7, Office 2013, VPN, iPhones, Tablets, Hotspots, Wireless Connectivity, scanner, and Remote Desktop Connection

·   Create custom templates/reports/groups in Remedy

·   Maintain production and staging sever for Remedy BMC 7.6.04

QuTech  (Quality Technology)                                                                        Largo, MD

Help Desk Technician/Application Support Specialist Tier 2                                             December 14 – May 15

·   Monitored the Technical Support mailbox and respond to customer issues and inquiries

·   Assisted customers with problem identification and resolution of Microsoft Windows Enterprise network client/server hardware and software to include commercial and developed software, LAN and stand-alone peripherals, network connectivity, and print problems

·   Installed, configured and upgraded computer hardware and software

·   Followed-up with customers when issues are resolved

·   Provided remote support and troubleshooting issues to our external customers

·   Applied advanced diagnostic techniques to identify problems, investigate causes and recommend solutions

·   Provided technical support for the Centers for Medicare and Medicaid Services (CMS) and users accessing the Federal Exchange Platform System (FEPS) in support of the Affordable Care Act

·   Provided access and log-in support to agents, brokers, State and Issuer System Administrators, and/or other authorized stakeholders

·   Documented and logged all inquiries received into the Remedy Incident tracking system

·   Investigated issues to determine if they are within the Tier 2 scope of resolution and resolve accurately or escalate if necessary

·   Communicated with customers via phone or email to obtain any additional information required or provide status of the customer’s issue

·   Uploaded and maintained documentation on SharePoint repository

·   Researched and diagnosed network connection issues

Department of Homeland Security (DHS)

Transportation Security Administration (TSA)                                                           Baltimore, MD 

Transportation Security Officer                                                                              October 06 – December 14

·   Provided front line security protection to air travelers, airports, and airplanes

·   Used diverse electronic detection and imaging equipment to identify dangerous objects on passengers and in baggage or cargo, and prevented those objects from being transported onto aircraft

·   Used equipment and protocols to ensure the latest available technology was used to screen checked baggage and to maximize efficiency

·   Performed daily maintenance on screening equipment to ensure proper operability and record results in the log 

·   Monitored individuals and reported observed suspicious activity and behaviors

·   Provided documentation detailing incidents that occur

·   Served as Training Specialist to train new employees, developed training materials and made recommendations for improving training procedures

·   Assumed responsibility of LTSO (Lead Transportation Security Officer) when necessary

EDUCATIION & TRAINING

BOWIE STATE UNIVERSITY                                                                                          Bowie, MD

Major: Business Management                                                                                2003 - 2006  

Training: Microsoft Office, Linux

COMPETENCES

SOFTWARE /APPLICATIONS  MS Word, MS Excel, MS Access, MS PowerPoint, MS Outlook, MS Project, Adobe, Visio, Active Directory, Novell, Remedy

OPERATING SYSTEMS Linux, Windows, MacOSX

NETWORKING  TCP/IP, VPN, Subnetting, LAN/WAN

MANAGEMENT  Team Management