§    Windows NT4.0/2000/XP/7

§    UNIX

§    CICS/ISPF/Mainframe

§    Android

§    Microsoft Office

§    Lotus Notes

§    Remedy

§    Hardware/Software installation

§    Network protocols and standards

§    Microsoft networking

§    Desktop systems

§    Set-up users and policies

§    Network implementation

§    Component repair

§    OS Fundamentals

§    Perform post installation configuration

§    Troubleshooting

§    TCP/IP configuration

§    Preventative system maintenance and support

§    Install and configure client operating systems

§    Diagnosing software and hardware problems

§    Oracle, ADB2, Relational Databases

§    Visual Basic, HTML, CSS, C++, CGI, Java

 

TECHNICAL TRAINING AND CERTIFICATIONS

 

New Horizons Computer Learning Centers, Durham, NC

Current certification: CompTIA A+

Certifications upon completion: CompTIA Network+, MCTS: Windows 7 Configuration, MCTS: Windows Server 2008 Network Infrastructure Configuration, and MCTS: Windows Server 2008 Active Directory Domain Services

 

WORK EXPERIENCE

 

North Carolina National Gaurd, Raleigh, NC                                                                                                                               2014 – Present

Signal Support Systems Specialist (25U)

§    Perform signal support functions and technical assistance for computer and radio systems

§    Provide technical assistance and training for local area networks and wide area networks

§    Maintain radio and data distribution systems

§    Perform maintenance for equipment, terminal devices, assigned vehicles and power generators

 

 

State ITS Raleigh, NC (Contractor)                                                                                                                          March 2014 – December 2014

Desktop Support Specialist

§    Assist with Local Desktop Support for hardware and software applications and reporting end user technical problems

§    Install and configure Applications such as Adobe Pro, MS Office 2013, cisco VPN, Mainframe for new installations for current standards

§    Document all emails and tickets via Remedy Ticketing system as a first line of support.

§    Escalated issues to a as needed to a higher tier and  maintained communication with the end user as well as supervision

§    Prepared workstations by imaging and encrypting prior to deploying 500+ workstations and laptops to users assigned on the project

 

Raleigh Orthopedic Raleigh, NC                                                                                                                            September2012 – January2014

Help Desk Support

§    Provide Help Desk Support for hardware and software applications by diagnosing and resolving end user technical problems

§    Escalated issues as needed and maintained communication with the medical staff at internal and satellite locations

§    Assist speakers in preparation of materials and setting up hardware and software for onsite Presentations

§    Provide documentation of all calls and emails  to a MS access application

§    Repair and upgrade computers by loading software for new installations and upgrading old hardware to meet new standards

 

Datrose, Durham, NC                                                                                                                                                 March 2011 – September 2012

Call Center Technical Support

§    Provide external national technical support for Kodak kiosks’ hardware and software applications in call center environment

§    Respond to incoming inquiries, customer questions and resolve problems to standardized procedures

§    Ensure quality customer service with timely and efficient support

§    Troubleshoot LAN equipment and communications problems

§    Document all calls in Vantive Help Desk system

§    Maintain knowledge of current hardware and software availability

 

United States Air Force Reserve, Goldsboro, NC                                                                                                                               2010 – 2015

Maintenance Management Information Systems (MIS)

§    Performs functional system administrator duties

§    Collects, monitors, audits, evaluates, and analyzes MIS data

§    Identifies problems and recommends and applies corrective actions related to MIS operation and maintenance

§    Dispatches issues that require repair to Maintenance Technicians

 

Affiliated Computer Systems (now Xerox), Cary, NC                                                                                                                             2009 – 2011

Tier I Technical Support

§    Respond to inbound calls regarding technical issues for Sprint Mobile in a high volume call center

§    Provided technical support and resolution for issues related with BlackBerry and Cisco phones including but not limited to e-mail issues, hardware issues, and voicemail set-up

§    When necessary handled incoming support inquiries via e-mail

§    Prepared detailed reports including research performed and resolutions; logged all customer calls