Senior Help desk / Technical Support Professional Over 15 years of combine success supporting Operations, System Administrator, Software evaluation at United Hospital, Johnson & Johnson, IRS, U.S. Army & U.S. Marines. Accomplished Senior Help Desk professional with 7+ years' experience in Computer Operations, Technical and Help Desk support. 8 years of progressive computer/network operations experience in large global data centers with mixed computing environment including IBM 4000, interconnected mainframe and Windows 2X Server. 7 years providing Help Desk support to Marines and Army, earning a solid reputation for productivity, complex problem resolution and professionalism. Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.
Windows 9x/2X * CICSO Routers * Active Directory * Norton/Ghost
MS Office 2X * VTAM * VPN Secureid * IBM AS/400
TCP/IP * MS Exchange * IBM 4341 * Pyramid 550 Credits * Defense Acquisition University (On-line)
System Acquisition Management * Cost Analysis * Software Acquisition
System Acquisition * Firewall & VPN * Encryption Technology
Implementing Active Directory * Windows security * Security & Risk Management
CISSP Domain * Cryptography * Domain access control
MS Server 2003 Network infracture & physical design
Help Desk / Technical Support Professional December 2008 to April 2013U.S. Army － Naval Base, NJ.
Provided first-level technical support for IT infrastructure for about 300 Army personnel throughout NJ, Troubleshoot Hardware, software and connectivity issues for Windows, mainframe, VPN environment.
Challenged to provide timely resolutions to support mission-critical application users.
Achieved and Noted for first-call resolution and highest levels of productivity single handedly.
Earned solid reputation for resolving complex issues and providing exceptional customer service.
Trained and assisted users with DoD's IT policies, procedures and security protocols.
Provided special assistance to support remote access in adherence to DoD's standard.
Escalated issues as needed and maintained communication with customer and Technical teams.
Extensively utilized remedy to record and track issues.
Software Evaluator April 2005 to December 2008U.S. Army - CECOM-SEC － Ft. Monmouth, NJ
Performed analytical process to the design, testing, implementation and maintenance of new or improved software.
Responding to all types of customer trouble calls that are beyond the capability of entry level specialist.
Perform evaluation of IT resources to ensure compliance with established DoD standards and guidance.
Balancing competing requirements, integrating multiple technologies and coordinate with network, security & data management specialist to ensure security, privacy and interoperability of applications.
Evaluate software and hardware by scanning tools including penetration testing for Net worthiness.
IT Specialist/ Senior Help Desk Specialist January 2000 to April 2005U.S. Marines - Naval Station Earle － Colts Neck, NJ.
First point of contact for 22 recruiting stations, 2 MEPS processing & 85 marines in NJ.
Independently resolved and responsible for any and all software or hardware related issues.
Regularly perform and implement/Upgrade, install software/hardware updates.
Upgraded NT 4.0 server to Windows 2003 including installing AD, Security Prog.
Organizational Unit, assigned appropriate rights and access to files and folders as per needs.
Troubleshoot, identify and resolve PC & desktop applications errors & computer/network architecture.
Installed, configured and maintain VPN for 22 recruiting stations.
Successive career progression through computer and network operations in to help Desk support.
Computer Operator March 1987 to September 1991United Hospitals Internal Revenue Service － Newark Edison, NJ
1991 (Computer Operator - IBM 4341, Zilog, Pyramid).
Associate : Engineering Science Computer ScienceHudson County Community College － Jersey City Newark, NJEngineering Science Computer Science
Computer ScienceFairleigh Dickinson University － Teaneck, NJComputer Science
Active Directory, AD, Army, IBM AS/400, Hardware, Cost Analysis, Encryption, Cryptography, customer service, data management, Firewall, help Desk support, IBM, mainframe, access, MS Exchange, MS Office 2, Windows 9, Windows, W2K, network architecture, Network, Norton/Ghost, Optimization, Organizational, personnel, policies, protocols, Pyramid, recruiting, Risk Management, Routers, scanning, TCP/IP, technical support, Troubleshoot, Trouble shooting, Upgrade, VPN, VTAM, NT 4.0 server