~  Talented IT Management Professional eager to contribute dynamic project management, technical support, and systems administration expertise toward supporting a progressive company in optimizing productivity and performance. ~

 

 

         Broad-scope technology background spans technical support/help desk operations, network and system administration, IT security, end user training, and desktop maintenance.  

         Outstanding capabilities in troubleshooting, diagnosing and rectifying complex technical errors.

         Extremely skilled at installing, configuring, and maintaining hardware, servers, software, platforms and peripherals.

         Meticulous problem solver with a proven track record of executing innovative and strategic solutions to meet specific business goals and needs.

         Highly skilled in conducting data backups and applying disaster recovery strategies and contingency plans to defend and preserve business-critical information.

 

 

Digital Infuzion (NIH Contract), Bethesda, MD), 2009 to Present

Manager, Service Desk

• Spearhead technical support activities and direct staff in projects and maintenance related to hardware upgrades, software troubleshooting, patch management, and process improvements.
• Monitor Remedy ticketing system and generate associated reports.
• Foster, nurture and maintain cooperative vendor relationships, vital to ensuring top-notch service.

 

University of Maryland, Rockville, MD, 2009

Manager, IT Operations

• Efficiently steered helpdesk and support services encompassing inventory control, vendor relations, and project management for Active Directory and CRM tool implementation.
• Created and/or revised standard operating procedures to ensure quality control and optimum technological performance and functioning.
• Proactively managed servers via upgrades, patch management, and scheduled reboots.

 

Reznick Group, Bethesda, MD, 2006 to 2008

Manager, IT Support Services

• Applied dynamic organizational skills toward managing help desk operations for multiple offices nationwide; directed personnel, and coordinated full spectrum of IT projects from in-depth needs assessments to new product testing, quality assurance, and documentation.
• Facilitated end user training in Microsoft Office applications and Windows XP.
• Played a lead role in technology improvement projects related to network and PC security/intrusion prevention, disaster recovery/back-ups, and help desk troubleshooting tools.
• Contributed extensive technical proficiencies toward maintaining Active Directory, video conferencing equipment, remote access technologies (Wireless, VPN, and Web-based products) and peripherals such as printers and scanners.
• Oversaw Blackberry administration encompassing account management, profile assignments, and license management on Blackberry Enterprise Server.

 

Continued

 

 

Yyyyyy x. yyyyyy, Page 2 of 2

 

RIAA, Washington, DC, 2003 to 2006

Manager, Desktop Services

• Expertly administered desktop resources for national offices by training, motivating and managing technical support personnel, defining operational policies and procedures, and constantly evaluating new hardware and software products to optimize reliability and security of company s PCs.
• Enforced compliance with software licensing agreements and oversaw desktop hardware and software maintenance and support contracts.
• Demonstrated imperssive versatility in roles as Notes Administrator, Blackberry Administrator, and Novell Administrator.

 

EDS, Rockville, MD, 1996 to 2002

Systems Administrator

• Effectively implemented, monitored, tested, troubleshot and supported LAN hardware and software on 95, NT, 2000 and XP platforms, administered MS Mail and Exchange applications, and maintained Blackberry server, accounts and license agreements.
• Safeguarded critical information by performing regular backups using Scalar tape drive and Arcserve.
• Merged exemplary communication and interpersonal skills to provide user orientation and training on hardware, software, and network operations while serving as Team Lead of support group which addresses technology needs of company s top executives.
• Functioned as iManage administrator for Law section of NASD.

 

Prior Background:  Technical Support Specialist, Shaw, Pittman, Potts & Trowbridge, Washington, DC.

 

 

Bowie State University, Bowie, MD:

M.Sc., Management Information Systems, 1994           B.Sc., Computer Science, 1992

 

Certifications:

 

• ITIL V3 ITSM Foundation

         Microsoft Certified System Administrator

         Security +

         iManage Administrator

 

 

IT Management                          CCNA                                       HTML                                        Security +

MCSE (NT & 2000)                    Netware Administration              HDI Support Center Manager

SQL Server Administration         DOCS Open                             iManage

 

 

Microsoft Office (Word, Access, Excel); UNIX; Windows NT/95/XP/2000; Microsoft Exchange; pcDOCS; WordPerfect; Paradox; dBASE III and IV; Pascal; COBOL; FORTRAN; SQL; Lotus Notes; WebEx;  GoToMeeting; pcAnywhere;  Dameware; Microsoft Project;  ProComm Plus; PVCS Tracker; Vantive; Track-IT; Remedy;  VPN; desktops; servers; laptops; printers; PDAs; video conferencing equipment; modems; scanners, backup devices