•         Windows OS 2000, 2003, 2008, XP, Vista, 7, and 8

•         Microsoft Excel

•         Microsoft Word

•         Microsoft Outlook

•         Microsoft PowerPoint

•         Adobe Acrobat

•         Active Directory

•         Remedy Ticketing System

•         Microsoft Office 2007

•         Microsoft Windows 2007

•         Microsoft 2003 Server

•         Microsoft Office 365

•         Norton Anti-Virus

•         McAfee Anti-Virus

 

Experience

HITRUST Alliance                                                                             6/2015 to Present

Service Desk Administrator

·               Performed all phases of trouble shooting connectivity issues.

·               Active Directory (Security, group security and password reset)

·               Managed individual special problem cases by researching issues and calling customers back until issue resolved. 

 

ITT Exelis                                                            4/2013 - 5/2014

SWACC Service Desk Administrator

Theater level NOC Service Desk

·               Apply configurations, settings, templates, create, maintain, and audit user accounts, organizational units, and computer accounts in Active Directory

·               Provide a single point of contact for military and civilians to report technical issues with secured computer systems for over 10,000 users

·               Provide first level technical support to government and military users for troubleshooting problems on secured network domains.

·               Interface with Remedy ticketing system to properly maintain and route technical issues that is reported by military and civilian’s personnel 

·               Responsible for monitoring, operating, managing, network troubleshooting and restoring to service any personal computers (PC) or notebooks that have authorized access to the network.

Service Desk Administrator                              4/2011 - 11/2013

Camp level Service Desk

·               Apply configurations, settings, templates, create, maintain, and audit user accounts, organizational units, and computer accounts in Active Directory

·               Provide a single point of contact for military and civilians to report technical issues with secured computer systems for over 10,000 users

·               Provide first level technical support to government and military users for troubleshooting problems on secured network domains.

·               Interface with Remedy ticketing system to properly maintain and route technical issues that is reported by military and civilian’s personnel 

·               Responsible for monitoring, operating, managing, network troubleshooting and restoring to service any personal computers (PC) or notebooks that have authorized access to the network

 

AT&T         11/2009 - 04/2011

Tier 2 Technical Specialist

·               Trained and mentored new employees on installation, preventative maintenance, networking, security and troubleshooting of computer systems.

·               Trained and mentored employees on managing, maintaining, troubleshooting, installing and configuring a basic network infrastructure

·               Trained and mentored employees on Implementing, Managing, and Maintaining a Windows Server 2003 Network Infrastructure

·               Managing and maintaining equipment Windows Server 2003 Active Directory Infrastructure.

·               Assisted implementing, managing, and maintaining company Windows Server 2003 Network Infrastructure

 

Baylor IT                              4/2008 - 10/2008

Tier 2 Technical Specialist

·               Performed all phases of trouble shooting connectivity issues.

·               Active Directory (Security, group security and password reset)

·               Managed individual special problem cases by researching issues and calling customers back until issue resolved. 

·               Maintained service level statistics as established 

 

Retalix 04/2007 - 09/2007

3rd Level Technical Specialist                                                                                                                                                                                                                                       

·               Performed all phases of troubleshooting connectivity both local and remote via VPN

·               Delivered quality technical resolution in a timely manner by analyzing problems, researching new issues and provided resources within established guidelines and prescribed procedures

·               Managed issues by researching issues and calling customers back until issue resolved                            

·               Met and maintained service level statistics as established.

·               Document and assists in analyzing all system outages and escalate to the appropriate Tier II support group

·               Maintain professional relationship with end users, vendors and other Information Services associates

 

Kelly Service - Frito Lay Data Center           04/2006 - 04/2007                                                                                                           Help Desk Analyst/System Management Expert                                      

·               Provided solutions to end-user problems, following troubleshooting guidelines provided.       

·               Handled high phone volume of calls and possess a good knowledge of Win NT

·               4.0 & SCO-UNIX with the ability to remain objective in a stressful environment.

·               Multifunction (3rd shift) I handle over 50 plus accounts and application for the end Users.

 

CompuCom Inc.    10/2005 - 04/2006

Help Desk Analyst                                                                                      

·               Manage server and folder access

·               Lotus Notes support

·               Network password resets

·               Troubleshoot network connectivity

·               Perform support by remote access (NetMeeting)

·               Troubleshoot internet connectivity

·               Troubleshoot all pre-installed software and processed over 70 to 80 calls daily.

 

ACS- Affiliated Computer Services 02/2000 - 03/2005

Help Desk Analyst/System Management Expert                                                

·               Provided solutions to end-user problems, following troubleshooting guidelines provided.  

·               Specialized in monitoring and troubleshooting Wan and LAN credit card connectivity for Frame Relay, ISDN, and Dial-up environments.

·               Researched, resolved, and responded to questions received in a very timely manner.

·               Handled high phone volume of calls and possess a good knowledge of Win NT 4.0 & SCO-UNIX with the ability to remain objective in a stressful environment.

·               Assisted EDS\E2E with configuring routers and other network related problems.

·               Troubleshot hard drives, printers, pumps, credit card networks, center com hubs,

·               AT&T modems, and other software related problems & issues.

 

Education

My Computer Career         2015

Certifications:

•         MTA Server Administration Fundamentals

•         Microsoft Certified Professional

•         CompTIA Mobility +

•         ITIL Foundations

•         Server +

Certifications in Progress:

•         CompTIA A +

•         MTA Networking Fundamentals

•         MCTS Windows Server 2008 Active Directory

•         MCTS Windows 7 Configuring

•         MTA Security Fundamentals

•         CompTIA Network +

•         MCTS Windows Server 2008

•         MCITP Server 2008 Administrator

•         Certified Ethical Hacker

TechSkills       2009

·               Network Administration

 

Clearance

·               DoD Secret Clearance

 

Career Accomplishments

·               Implemented improvements to existing assembly instructions. 

·               Analyzed existing instructions, identified updates needed and implemented a three dimensional software- "Pro-Process for Assemblies" to clarify assembly instructions. 

·               IMPACT: Instruction changes improved production efficiency.

·               Improved client satisfaction through implementing changes to ensure that production produced products matching prototype. 

·               Analyzed the transfer a line of product from prototype, to regular production for a major customer. 

·               Perfected assembly schematic to ensure production accuracy on customer expectation. 

·               IMPACT: Improved customer satisfaction and quality control secured repeat customer business.