Results-focused, Information Technology Specialist with 11 years of proven success in developing and leading cross-functional technical teams to execute and deliver major technology initiatives. Demonstrates expertise in VDI, desktop, remote access, thin clients, and video conferencing. Highly-effective communication facilitator and contributor to key partnerships, projects, and collective team objectives across, telecom, network, hosting, security, governance, and vendor management to achieve positive impact on all business outcomes.
Skills
Requirements gathering
Resource planning
Budget administration
Risk analysis
MS Office
Inventory management
Security systems
Encryption
Telecommunications systems
Monitoring computer viruses
Firewalls and endpoint security
Cisco wireless routers and switches
Hardware and software configurations
Network operations
Data backups
Network configuration
Security technologies
Helpdesk administration
FAQ updating
Software deployment
Communications
Supervision
Team building
Project organization
Software upgrades
Application installations
LAN/WAN
Computer maintenance
Hardware diagnostics
Hardware upgrades
Equipment repair
Mobile devices
Software installations
Remote assistance
Remote assistance
Diagnostics abilities
Technical Troubleshooting
New program installations
System updates
Hardware expertise
Diagnosing issues
Configuring devices
Service desk support
Experience
Senior Information Technology Specialist, 11/2018 - Current City Of Clovis – Clovis, CA,
Coordinated installation of software systems and collaborated with user experience team on design and implementation of new features.
Tested and troubleshot application and documented issue resolutions for development team.
Identified areas of applications for regression testing following software updates, system changes or functionality changes to avoid unnecessary downtime and recoding.
Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
Directed account management and customer training on company technical software and tools for new accounts and new users.
Mentored other technical engineers and support professionals to provide professional development and skill enhancement.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Kept hardware and software systems current with latest patches and current licenses.
Trained new employees on support processes, procedures and knowledge base.
Eradicated multi-faceted network issues involving hardware, software, power and communications.
Determined which network devices, including firewalls, routers, switches and wireless access points were malfunctioning, immediately applying troubleshooting methods for resolution.
Performed site evaluations, customer surveys and team audits.
Information Systems Technician, 07/2015 - 11/2018 The Morning Star Company – Williams, CA,
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Conducted end-user training and provided technical support on hardware, software and network issues.
Directed account management and customer training on company technical software and tools for new accounts and new users.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
Responded to technical concerns, diagnosed problems and escalated issues.
Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
Reviewed support cases for technical and troubleshooting accuracy and identified needed improvements in processes.
Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Completed installation, configuration and patching of hardware and software for users.
Developed and maintained positive customer relationships resulting in increased account services and expansion.
Maintained calm, professional demeanor when faced with high demand, high volume workloads.
Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
Documented repair processes and helped streamline procedures for future technical support actions.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Removed malware and viruses from laptops and desktop systems using specialized software.
Collaborated with development team members to create and integrate high availability solutions for mission-critical applications.
Assisted in technical support process refinement to improve customer service and support.
Trained new employees on support processes, procedures and knowledge base.
Performed tests on newly installed hardware and software to provide components that interface correctly with each other and the network.
Maximized network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.
Information Systems Lead, 09/2010 - 07/2015 Lockheed Martin – Nas Pax River, MD,
Created manuals and other documentation for use in new employee training classes.
Updated hardware and software upon availability and supervised network to eliminate bottlenecks immediately.
Researched, recommended, configured and supported hardware and software for multiple departments.
Determined and alleviated hardware, software and network issues.
Installed and supported hardware and software, including desktops, servers and printers.
Delivered software patches to network computers and performed regular data backups to ensure security processes were compliant.
Participated in on-call shifts at certain times, including holidays and weekends in case of system or network-related emergencies.
Determined issues that were causing performance problems and implemented troubleshooting methods to prevent system failure.
Uploaded, configured and managed antivirus detection software and email applications.
Transferred private folders to new exchange servers in collaboration with network administrator.
Managed user profiles, security access and shared file structures.
Directed account management and customer training on company technical software and tools for new accounts and new users.
Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
Manager Director, 06/2003 - 07/2009 National Healthcare Corporation – Maryland Heights, MO,
Recruited and hired talented personnel for top positions.
Introduced complete onboarding and training programs, surpassing established team sale targets and employee retention goals.
Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
Strengthened traceability, developing organization systems for contracts, records, reports and agendas.
Built and maintained loyal, long-term customer relationships through effective account management.
Facilitated HR operations, which included strategic workforce planning, performance management, staffing and administration of benefits.
Generated daily operational and sales reports for corrective action or continuous improvement.
Developed strategies for building income, including distribution model and customer acquisition plans.
Accurately documented project hours and expenses in detail.
Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
Hired and mentored core start-up team, working to outline initial company policies and procedures.
Managed profit and loss by following cash control procedures, maintaining inventory, managing labor and reviewing financial reports.
Education and Training
Associate of Science: Business Management, Expected in 12/2009 - University of Phoenix - Tempe, AZ GPA:
Bachelor of Science: Information Technology Management , Expected in 02/2019 - Western Governors University - Salt Lake City, UT GPA:
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