Advanced Desktop Support Lead/Manager with 14 plus years of experience in the Information Technology field providing Tier II - III technical support. I have demonstrated highly advanced troubleshooting techniques in resolving end-user issues with swift efficiency and going above and beyond SLA. 15 plus years of experience working with United Senate end-users across multiple technological platforms.
Highlights
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Education
AMERICAN MILITARY UNIVERSITY, Expected in 2014 ā āMaster of Arts:National Security Studies Cyber Security - GPA:National Security Studies Cyber Security
AIR FORCE AIR COMMAND AND STAFF COLLEGE, Washington DCExpected in 2013 ā ā: - GPA:Graduate Certificate: Aerospace, Cyberspace and Joint Professional Education.
MARYMOUNT UNIVERSITYArlington, VAExpected in 2007 ā āMaster:Science Computer Information Systems Management - GPA:Science Computer Information Systems Management
MARYMOUNT UNIVERSITYArlington, VAExpected in 1999 ā āBachelor of Science:Computer Information Systems - GPA:Computer Information Systems
MCAFEE CYBER INSTITUTE, Expected in ā āCertified Cyber Intelligence Professional (CCIP). 2016: - GPA:
Accomplishments
Experience
THE OFFICE OF U.S. SENATOR MITCH MCCONNELL, REPUBLICAN LEADER - Administrator of Information Technology City, , -
January 17th 2007- Present).
Research, implement and support new technologies in support of developing public policy implement and support of 175-person infrastructure upgrades Train technical and general staff in support processes and troubleshooting techniques Establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure.
Establishes system by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks, and operating and system management systems; defining system and operational policies and procedures.
Maintains system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor.
Secures system by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; maintaining documentation.
Prepares users by designing and conducting training programs; providing references and support.
Upgrades system by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software.
Meets financial requirements by submitting information for budgets; monitoring expenses for the entire Leadership conference.
Protects organization's value by keeping information confidential.
GENERAL DYNAMICS - United States Senate Network Support Engineer City, , -
August 17th 20004 -2006).
Integrated, selected and developed procedures to support 3rd party.
Provided support for software, printing, and network access issues to entire Senate community.
Provided senior level support to internal Help Desk operations.
Worked on integrating with 3rd party software.
Responsible for installation, configuration and support of Capitol Correspond sql database.
Trouble shooting with HP printer issues.
Worked on connecting and configuring PC's, and NT servers to the network.
Assure that H/W and software are working smoothly within the environment.
Provide desktop support in a cross-platform environment Support the ongoing development and maintenance of local area network Support effective security systems.
Back-up systems and updates.
Perform special projects as needed.
Identify, research, and recommend solutions on technical issues as needed.
InterAmerica Technologies - United States Senate Software Specialist City, , -
August 15th 2000 -2004).
Provides client site level 2 support of capitol Correspond database management software running on MS SQL database.
Responsible for installation, configuration and support of Capitol Correspond SQL database.
Provided client training for the use of Capitol Correspond Database.
Trouble shooting with MS SQL, and troubleshooting printer issues.
Provided client training for the use of Capitol Correspond Database.
Worked on connecting and configuring PCs, and NT servers to the network.
Provide desktop support in a cross-platform environment Support the ongoing development and maintenance of local area network Support effective security systems.
Back-up systems and updates.
Perform special projects as needed.
Identify, research, and recommend solutions on technical issues as needed.
Professional Affiliations
Member of the Delta Epsilon Sigma Honor Society Member of Intelligence and National Security Alliance. Member of the Senate Information Security IT group. Member of Council for Emerging National Security Affairs. Member of Partnership for Secure America.
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Resume Overview
School Attended
AMERICAN MILITARY UNIVERSITY
AIR FORCE AIR COMMAND AND STAFF COLLEGE
MARYMOUNT UNIVERSITY
MARYMOUNT UNIVERSITY
MCAFEE CYBER INSTITUTE
Job Titles Held:
Administrator of Information Technology
United States Senate Network Support Engineer
United States Senate Software Specialist
Degrees
Master of Arts
Master
Bachelor of Science
Certified Cyber Intelligence Professional (CCIP). 2016