User Profile

Server
• Microsoft Windows 2000 and NT 4.0 Server administration (including Enterprise)
• Network troubleshooting, including Active Directory, Network printing, WINS, DNS, TCP/IP, DHCP, NFS, VPN, HTTP/S, Ethernet and wireless connectivity (802.3 and 802.11).
• Support of specialized, in-house database-based web applications using ASP, Java, SQL, Oracle, IIS, and Apache.
• Veritas and Symantec Ghost
• Hardware including Dell and Compaq server hardware, including drive replacement, recovery, and troubleshooting, and KVM configuration/cabling.
• Exchange 5.5, LDAP troubleshooting and account administration.
• Security vulnerability scanning with eEye Retina and SARA.
• Remote support (Microsoft Systems Management Server, terminal server, remote desktop, Microsoft Management Console, Timbuktu, and others).

Desktop, Help Desk, and Customer Service

• Linux
• Microsoft Windows 95/98, ME, CE, XP, 2000, and NT 4.0 Workstation
• Connectivity: NFS Maestro, Exceed, Mochasoft terminal emulation software
• HTML, CSS, PHP
• Office productivity software including Corel Office Suite and Microsoft Office 95, 2000, XP (Word, Excel, Power Point, Access, Publisher, FrontPage, Outlook), Adobe products (Acrobat, Illustrator, Photoshop, Distiller)
• Lotus Notes
• Anti-Virus (Symantec, McAfee)
• Most web browsers (including most versions of Internet Explorer and Netscape)
• PC compatible hardware maintenance, laptop maintenance, troubleshooting connectivity issues for peripherals (local and networked) such as printers, PDAs, and cellular phones.
• Remedy ticketing and reporting
• Customer service experience (phone, in-person, remote support).
• Escalation of IT issues and handling of customer complaints.
• Microsoft Certified Professional


Coursework

• C++ programming (3 credit hours)
• Java programming (3 credit hours)
• Microsoft Visual Basic (6 credit hours)
• Access programming (3 credit hours)

LOCKHEED-MARTIN CORPORATION – RTP, NC 2003 - 7/2004
LMCO is the largest provider of IT services, systems integration, and training to the U.S. Government, employing more than 125,000 people.

Senior Systems Integration Analyst
LMCO is the largest provider of IT services, systems integration, and training to the U.S. Government, employing more than 125,000 people.

• Documented IT Work processes to create a Daily Operations Guide for the Server Administration group.
• Evaluated security compliance with federal guidelines for IT organization and documented results for IT management
• Recommended process improvement for security vulnerability remediation and initiated a project for the creation of an automated system that reduced response time by more than two days.


ERICSSON MOBILE COMMUNICATIONS - RTP, NC 1999-2003
The largest supplier of mobile systems in the world, Ericsson has 65,000 employees in more than 140 countries including a major hub inside the United States.

Problem and Change Manager - 2001 - 2003
Coordinated with customers and IT Management to resolve complaints and service issues.

• Administered Windows NT 4.0 and 2000 servers as backup resource, including software and hardware maintenance.
• Coordinated incident response and recovery to high severity issues and performed Root Cause Analysis.
• Negotiated resolutions to customer complaints about IT processes and handling.
• Trained Help Desk agents and maintained knowledge base documentation during outsourcing.
• Created and refined global Change and Problem Management processes for all IT groups in the US region for the Sony-Ericsson corporation.


Network Support Specialist - 2000 - 2001
Resolved server, desktop, and remote access issues for 2,000 users on-site and remotely.

• Resolved issues from Remedy incident queue, ensuring all issues resolved within SLA.
• Exceeded customer expectation and service level agreement standards consistently for desktop support and server administration needs.
• Provided in-person and remote desktop support for all software and hardware.
• Repaired server hardware and performed recovery when needed.
• Administered all remote access for Ericsson systems.


Computer Systems Technician II - 1999 - 2000
Answered incoming telephone and e-mail requests for computer support and resolved more than 80% of issues remotely. Dispatched remainder of issues through Remedy ticket system.

• Received and resolved the consistent majority of phone calls into the help desk, and received multiple customer accolades and recognition from IT staff for service rendered.
• Managed 7 member team as team lead in absentia for the call center.
• Migrated national remote site systems to new hardware and trained users on new systems.
• Processed all e-mail correspondence as representative of the Regional Help Desk.


CIBA SPECIALTY CHEMICALS – High Point, NC - 1998 - 1999
A leading producer of specialty chemicals and textiles, Ciba SC employs more than 19,000 in over 35 countries, including the US.

Help Desk Analyst
Answered all incoming calls requesting computer, phone, or facilities support, resolved issues over the phone or dispatched other support groups with Lotus Notes tracking system.

• Created the Help Desk Tips and Tricks publication that later became the foundation for computer systems training for regular staff.
• Created the Help Desk Tips and Tricks publication that later became the foundation for computer systems training for regular staff.

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