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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000



solutions-focused, performance-driven it manager eager to contribute technical expertise as well as dynamic program/project management, business integration and process enhancement talents toward supporting employer operations.



ø  offer progressive experience in project management, information technology and help desk support, with comprehensive management background.

ø  expertise in developing and executing strategic policies, procedures, processes, and methodologies to optimize performance.

ø  proactively train, develop and direct motivated teams and create a collaborative environment conducive to achieving high levels of employee retention and job satisfaction.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

ø  excel at interacting with broad populations including senior management, staff, clients and external contractors.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  facilitate smooth communication between staff and senior personnel and expedite workflow to attain objectives.

ø  demonstrate outstanding problem solving and active listening skills; diffuse difficult customer situations with tact and ease.

ø  extensive it experience in planning, directing and implementing critical projects focused on innovative information technology and end-user solutions.

ø  proficiently steer projects from concept through delivery.


key achievements

ø  served as nasa certified command controller and mission scheduler for several spacecrafts (rxte, sampex).

ø  recognized for outstanding performance in business c computer information technology by bcps.

ø  achieved national dean s list for maintaining a high academic standard at bowie state university and successfully completing rigorous curriculum.

ø  due to exceptional academic performance, won the congressional black caucus scholarship and the bowie state university full academic scholarship.

ø  received president s award for outstanding academic excellence.


professional experience

jacob & sundstrom, inc. - baltimore, md                                                                             2006-present                

systems analyst

  contribute dynamic managerial skills as the team lead for the transition of hspd-12 trouble calls to the ssa national call center for additional support, logging and tracking of calls.

  apply it expertise and advanced communication skills toward serving as level 3 support contact in responding to customer inquiries and troubleshooting problems.

  exhibit strong critical thinking and written communication abilities in preparing technical reports and documentation and translating technical specifications into programming specifications.

  build and establish key relationships and liaise effectively with senior management, staff and customers to ensure the timely completion of projects.




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yyyyyy x. yyyyyy                                                                                                                                       page 2 of 2



honeywell tech. solutions, inc. - greenbelt, md                                                                   2005-2006        

systems engineer 2

  trained, mentored and motivated operation engineers, playing an instrumental role in the development of top performing team members.

  relied upon to lend it expertise in guiding staff and ensuring error-free execution of routine and non-routine activities involving the ground systems and mission planning activities.

  maintained full accountability for the daily maintenance of the health and safety of the rxte spacecraft.

  demonstrated solid understanding of technical infrastructure and factors that can affect system operations in proficiently examining engineering and science data for potential problems with the spacecraft hardware.

  steered the structuring and administration of results-driven information system policies and procedures of all computers within the mission control center, running windows xp, office 2003, and linux, with strong focus on optimizing productivity, efficiency and performance.


state of md, dpscs - baltimore, md                                                                                  2004- 2005                   

computer network specialist

  ensured new hires are properly trained on help desk and computer operations to effectively perform daily help desk tasks.

  proactively assisted customers by identifying and addressing existing and potential technological issues and creating proactive repairs, upgrades and enhancements for optimal results.

  illustrated solid problem solving skills in proficiently tracking and documenting computer-related issues using the call tracking system, remedy.

  conducted comprehensive review and analysis of problems and communicated findings to the appropriate group to achieve resolution of complex problems.


southern mondawmin - baltimore, md                                                                                  2002-2003                    

technical consultant

  efficiently provided computer and technical support training to staff members, further demonstrating leadership and presentation skills in supporting company goals.

  reporting directly to ceo, consulted on suggested equipment and network technologies to boost performance.


noaa - silver spring, md                                                                                                    2001-2002                    

it specialist

  strategically defined, developed and provided technical, operations and training support instrumental to supporting users with diverse technical issues.

  steered installations and testing of personal computers, printers and other peripherals, as well as the configuration of operations systems and applications software programs, illustrating exceptional prioritizing and multitasking abilities.


honeywell tech. solutions, inc. - greenbelt, md                                                                   1999-2001                    

operations engineer

  planned and coordinated support requirements for necessary post-pass activities and ground systems availability, and scheduling of spacecraft maneuvers to maximize use of resources while controlling costs and meeting company needs.

  effectively identified trends in data sets, determined accuracy of data, and investigated and resolved ground system anomalies and problems, vital to supporting enterprise-wide operations.



ms in information systems - university of maryland baltimore county, baltimore, md, 2003-2006

bs in information systems - bowie state university, bowie, md, 1998-2002



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