| Candidate Information | | Title | Information Technology Specialist | | Target Location | US-VA-Centreville |
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Click here or scroll down to respond to this candidateObjective:Skilled professional with far-ranging, extensive experience in Help Desk support, training, reporting and analytics, informed by ITIL Best Practices. Skills include (but not limited to) new employee evaluation and hiring, onboarding, managing teams, coaching and mentoring, staff training and development, quality control, incident analysis, agent evaluation, technical documentation and process creation, and subject matter expertise in Microsoft Office products, SharePoint, and Active Directory.Employment History:IT Specialist Kryptowire, LLC1 May 2023 7 February 2024Duties Include:All IT-related support.Self-evaluation for NIST 800-171 and CMMC security compliance.Vendor evaluation of new RMM and SIEM products.Asset and Inventory Management.Corporate software license inventory and management.Server hardware configuration and installation, both on-premises and in the data centers.Purchasing of licenses, supplies, tools, and new equipment for productivity and conferencing.Onboarding and offboarding of new employees and interns.Account creation, physical and digital access control, and new system setup.Created plan for domain transition for pending company rebranding.Created and documented new and existing IT processes.Subject Matter Expert Strayer University16 May 2016 25 November 2016Duties Include:Developed Quality Assurance evaluation scoring forms and procedures.Developed roles and responsibilities for QA/Training Lead.Quality Control of Help Desk contacts and processes.Provided coaching, guidance and mentoring to staff on performance.Provided high-quality support of phone, E-Mail and Chat contacts received from Strayer University employees, students and graduates.Quality Assurance/Training Lead The MITRE Corporation1 October 2012 26 June 2015Duties Include:New Help Desk Employee Training Lead.Quality Control of Help Desk contacts and processes.Project Lead of SME Incident Analysis, Annual Training Event, Agent Scorecard, and SharePoint Site Development.Created and managed projects to adoption in Help Desk operations.Developed roles and responsibilities for QA/Training Lead and Help Desk Team Lead positions.Developed Quality Assurance evaluation scoring forms and procedures.Provided coaching, guidance and mentoring to staff on performance.Desktop Support Specialist III The MITRE Corporation27 September 2004 1 October 2012Duties Include:New Help Desk Employee Training Lead.Provide high-quality support to MITRE employees and customers on numerous and various products and applications.Subject Matter Expertise:Microsoft Office SuiteLync/CommunicatorOutlook and Distribution ListsCertified Help Desk Professional - STI Knowledge (No longer doing business)12 November 2002 14 September 2004Duties Included:Floor CoachDepartment technical trainerTechnical documentation primaryVarious hardware and software support, multiple proprietary systems supported and administeredSubject-Matter Expertise:Microsoft OfficeMicrosoft Distributed File SystemActive Directory Account and Printer AdministrationNovell NetWare AdministrationCisco VPNRSA ACE AdministrationCitrix Support and AdministrationLotus Notes Support and AdministrationLovewell Company, Inc.1 June 2001 1 November 2002Duties Included:Delivery of HVAC equipment and literatureComputer SupportVarious office responsibilities.Senior Support Analyst II Sallie Mae8 June 1994 1 July 2001Duties Included:Documentation ManagerCreated the first online Standard Operating Procedures Guide including creating most of the content.Department technical trainerVarious hardware and software supportMultiple proprietary systems supported and administeredSubject-Matter Expertise:Microsoft Office ApplicationsPeregrineNovell NetWare AdministrationAS400 AdministrationCisco VPN SupportPPP/RAS Dial-up SupportRSA ACE AdministrationCitrix Support and AdministrationLotus Notes SupportTN3270 supportUnited States Marine Corps Reserves4 October 1995 9 September 2001Corporal Fourth Rations CompanyAnacostia Naval StationDuties Included:Direct Support Platoon Guide (Acting Platoon Sergeant) commanding 63 MarinesSquad Leader given charge of 22 MarinesTrained Marines in Swim Qualification, Rifle Qualification (Primary Marksmanship Instruction), Land Navigation (Company Trainer), and Supply Administration (Military Occupational Specialty)Twice nominated for Marine of the Quarter and NCO of the QuarterGraduated First in Supply School (Class 10-96)Awarded two Meritorious Promotions and three Certificates of Commendation.Senior Financial Analyst II Sallie Mae, Loan Servicing Center of Virginia (No longer in existence)4 June 1992 7 June 1994Duties Included:Balanced multi-million-dollar Student Loan Fee Billing accounts, and quality-controlled accounts and Monthly Management Report packages in excess of $100 million per month.Subject-Matter Expertise:Training and Operations Procedures Project (TOPP)Monthly Management Report (MMR) and Quarterly Management ReportsAutomated Monthly ProcessesMonthly Fee BillingsVoided Disbursement RostersEducation History:Northern Virginia Community CollegeManassas, VA and Loudon, VA CampusesSeptember 1990 1993, September 2014Undeclared MajorPaul VI High SchoolFairfax, VAAugust 1985 May 1989Awards and Merits2005 Finalist for the Help Desk Institute Help Desk Analyst of the Year - Washington D.C. Chapter2013 Departmental Spot Award Subject Matter Expert Analysis Project2011 Officer Award Corporate Help Desk Service2008 Special Recognition Award Office 2007 rollout2007 Special Recognition Award Help Desk Annual Training Event2006 Departmental Spot Award Help Desk Annual Training Event Coordination2005 Departmental Spot Award Outstanding Performance Supporting IM&C Email and Calendar Transition2005 Special Recognition Award IM&C E-Mail TransitionCertifications and Professional Classes:Help Desk Manager Certification Help Desk InstituteHelp Desk Analyst Certification Help Desk InstituteNovell Certified Netware Administrator and Advanced AdministrationCertified Help Desk Professional Help Desk 2000Lotus Notes Administration and SupportAdvanced Notes Configuration and SupportThe Learning Tree Certifications:ITIL Foundations v3Developing a Web Site (Hands-On)Optimizing and Troubleshooting PC SupportAdvanced PC Support Hardware (Hands-On)Microsoft Access Advanced DesignAdditional Information:I have excellent knowledge of Windows Operating Systems, many hardware platforms and components, and particularly the Microsoft Office Suite, to include a practical expertise in Excel, Word, PowerPoint and SharePoint.I continually look for ways to add value to my team, department and company. I have trained others for positions that have exceeded or matched my own. My training methods are efficient and thorough and have been praised and appreciated by employers and employees alike. I have both formalized and shortened the onboarding processes in my past companies, allowing new employees to more quickly commence supporting customers.I have been named or recognized as a subject matter expert, supervising analyst, team lead, or floor coach in every position, job or military role I have ever assumed. I am a natural leader who is regularly approached to ensure swift completion of projects, training sessions, technical writing, and the passing of knowledge to staff and co-workers. If hired, my fidelity to the company will be immediately evident, and I will strive to accomplish that which the company needs and requires. |
