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Yyyyyy x. yyyyyy

- 104414 Colonial Park Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Sr. IT Support Management (IT Operations/Help Desk)

Qualifications Profile


    Self-motivated and results-driven IT solutions provider in user computing support, data Security, project coordination, and help desk technical support with more than 17 years in the military and IT solutions industries

-    Exhibited strong dedication to process efficiexxxxxxies in project management/coordination involving deployment of labor and resources to remote sites for system and network support.

-    Detail-oriented with analytical thinking to resolve IT project & user computing issues, as well as network connectivity and security issues even under stress.

    Well-organized and resourceful with multitasking skills that optimize limited resources to achieve outstanding results.

    Effective people management that bring workforce diversity into a team advantage for achieving shared commitments


Key Expertise

IT Operations

    Desktop PC Technical Support

    Help Desk Technical Support

    Service Quality Management

    Process/Workflow Improvement

    Relationship Management (Clients, End-Users, Suppliers, & the Public)

Project Management

    Coxxxxxxurrent Project Management

    Systems/Business Needs Analysis


    Project Progress Documentation

    Systems Install, Configuration, Conversion, & Migration

    Stress & User Acceptaxxxxxxe Testing

    Post Project Support & Review


    Systems Administration & Maintenaxxxxxxe

    Systems Security Administration

    Staff Supervision & Training

    Records & Document Management


    Productivity Tools: MS Office (Word, Excel, PowerPoint, Access, & Outlook)

    Internet: Email/Webmail, Web Research, & Social Networking


Professional Experiexxxxxxe


TIAA-CREF Charlotte, XXXXXX Desktop Service Technician (Contractual) Jul Sep 2016

Ÿ Served on the Ixxxxxxident and Desktop Build teams, installing and configuring desktop PCs for new users, enabling network and software access for group computing, resolving any system user issue, and ensuring data security and hardware serviceability during business hours.


Microsoft Charlotte, XXXXXX Critical Situations Manager (Contractual) May Jun 2016

Ÿ Monitored, escalated and coordinated system and network activities, addressing help desk requests, and dispatching the appropriate engineers to address and resolve critical system issues for Microsoft clients (government & Fortune 500 companies).


PMAS, Charlotte XXXXXX IT Specialist II (Contracted to U.S. Army Reserve) Mar 2014 Sep 2015

Ÿ Served as main contact point in addressing workstation, server, and network issues for users in the military base, providing desktop support to end users, administering data security, and generating metric reports on outstanding help desk issues for immediate resolution.

Ÿ Developed and executed IT courses in resolving commonly exxxxxxountered desktop and mobile system issues.


Hewlett-Packard Herndon, VA Security Monitor/Analyst

Help Desk Specialist (Tiers 1, 2 & 3) (Contracted to the US Marshalls Service)

Help Desk Specialist (Contracted to the National Reconnaissaxxxxxxe Office) Mar 2004 Jun 2013

Ÿ Monitored IT security systems, ixxxxxxident management, and logs for several agexxxxxxies, notifying management on any unusual activity or discovered vulnerability, and escalating to higher management for review or remediation.

Ÿ Ensured all help desk tickets met SLAs, prioritizing on tickets about to expire for immediate resolution.

Ÿ Administered Active Directory and user profiles daily while achieving 95% resolution of issues on first call.


US Navy/Marine Corps Project Coordinator Mar 2004 May 2011

Ÿ Managed the Enterprise Connections schedule for the Navy Marine Corps Intranet (NMCI), scheduling and prioritizing site installations requiring an IA technical vulnerability scan.

Ÿ Collaborated with Logistics and vendors in achieving cost advantages in procuring bulk orders of VPN hardware.

Ÿ Hosted daily conferexxxxxxe calls with project managers, vendors, and installers to manage successful installation and IA scan, while ensuring all PMs adhered to the Enterprise Change Control Board (ECCB) guidelines.

Ÿ Successfully coordinated and prioritized over 6,000 projects as of May 2011, ensuring that teams sent to remote sites were prepared to deliver expected outcomes thereby saving on travel expenses on missed assignments.




Yyyyyy x. yyyyyy

- 104414 Colonial Park Dr.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx *


Professional Experiexxxxxxe (continued)


Electronic Data Systems (EDS) Herndon, VA

Business Analyst (Contracted to the US Navy/Marine Corps) May 2003 Mar 2004

Ÿ Served in the NMCI Server Farm BoM Team, tasked with ordering, tracking, and ensuring ordered equipment arrivals at the NMCI server farm were on time and adhering to purchases specifications.

Ÿ Collaborated with project managers and vendors on meeting project requirements, tracking all orders placed until confirmation of receipt was made at the server farm.

Help Desk Specialist (Tiers 1 & 2) (Contracted to the Department of Defense)

Ÿ Resolved customer workstation issues, frequently working on escalated tier 2 coxxxxxxerns, ensuring team competexxxxxxies with new IT developments that helped in efficiently resolving user issues, and providing over 90% first call resolution.

Ÿ Administered Active Directory and user profiles to maintain a secure computing environment for the base.

Ÿ Deployed smart card readers in access points, ensuring central server connectivity, high systems availability, and reliability.


Data Systems Hardware Chantilly, VA Systems Engineer Feb 1999 Jan 2001

Ÿ Administered and maintained the corporate network, servers, workstations, and user profiles/access over the local network, developing the corporate ecommerce and websites, implementing the Report Web server application at military sites, and conducting training courses on using the Report Web server application

Ÿ Directly contributed to new revenue stream with the activation of the company website and ecommerce sites




Professional Training & Certifications

Ÿ Security + CE (2014)

Ÿ Security + (Lifetime, 2010)

Ÿ Microsoft Certified Professional (MCP)


Ÿ Received an outstanding service bonus twice at HP contracted to the US Marshalls Service.

Ÿ Received Appreciation Letter from senior management for e completion of 50 server farms as Project Coordinator



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