Experienced and knowledgeable IT Professional with 10+ years of experience across various industries. Focus areas include enterprise solutions, cloud technologies, and IT security.
Sole IT enterprise specialist for RockCreek group organization consisting of 70+ employees and 100+ managed IT appliances. Work directly with IT Director and COO to plan, implement and continually improve all IT services and operations. Responsible for responding to critical system issues 24x7x365. Manage and support users in Washington DC and NY remote office. Investigate and troubleshoot all escalated incidents and problems reported by a remote service desk vendor (CoreBTS). Hold monthly meetings with remote service desk (CoreBTS) to discuss monthly issues, metrics, and continual service improvements. Maintain multiple vendor relationships. Monitor computer networks and appliances.. Manage and administer virtual server data and resources. Continually work to maintain a sufficient IT Security posture using email auditing tools, compliance awareness and training for users.
Role expectations remain the same
Responsible for providing conveyed resolutions to executive client issues; properly escalated unresolved queries to the next level of support, and tracked, routed and redirected problems to correct resources. Manages and fosters relationships between C-suite executives and Enterprise Technologies Department. Lead analyst on the executive support team within the service desk. Effectively communicates with clients/members and provides hardware support, software support and technical training to Advisory Board Company. Resolves issues related to remote access including VPN, Citrix, email, and network access, and performs first-level network administration duties including permission assignment, password management and access control.
Ensured analyst met the SLA by auditing calls and tickets created by the technicians, documented the same and provided feedback to effectively increase quality. Protected the integrity and accuracy of data. Created action and agent performance improvement plans. Worked with Training, Operations, and other cross function departed for improvement of management based ITIL processes.Contributions:
Tier II Enterprise Support Analyst August 2012- April 2013Provided remote support on Windows XP/7 platforms for over 35,000 end user systems nationally including workstations, laptops, and virtual machines in a fast paced high call volume center. \Delivered application support for over 200 baseline and commercial software. Offered network support and troubleshooting including VPN. Assisted with software installation through Altiris and RDP systems. Supported the Electronic Business System call center line with Patent and Trademark concerns.Contributions:
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Job Titles Held: