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Click here or scroll down to respond to this candidateCandidate's Name
Street Address WoodPark DriveMontgomery, Alabama Street Address
PHONE NUMBER AVAILABLEOBJECTIVETo obtain a challenging Information Technology position where my technical skills, strong work ethics, and commitment to customer satisfaction will be fully utilized and further developed.Professional ExperienceNTTDATA Federal Services, LLC October 2016 April 2022(Formerly Dell Services Federal Government)Sr. Information Technology SpecialistProvide mission critical problem solving/troubleshooting technical assistance to the Center for Disease Control and Prevention (CDC), Office of Public Health Preparedness and Response on multiple platforms operating in a Citrix MetaFrame/VPN, TCP/IP, Microsoft SMS, Windows 10, and Office O365 environment via telephone, remote, email and deskside.Serve as an advocate for providing satisfaction to clients by maintaining a proactive approach.Perform hardware and software installations and upgrades. Assist with new customer setups, software/hardware installations and operating systems upgrades.Responsible for providing IT support to CDC internal staff, remote staff, and staff deployed abroad.Travel to remote sites as well as internationally to troubleshoot desktop and network problems and to support staff deployed abroad in support of emergency disasters and disease prevention.Provide customers access and permission to network resources via Active DirectoryProvide On-Call after hours support.Troubleshoot problems affecting customers inability to receive email via Android devices, IOS Devices, IP Tablets, Venues, etc.Assist customer experiencing problems connecting to CITRIX (remote applications), and troubleshooting issues with desktops and laptops, etc.Monitor system alarms and adhere to appropriate procedures in resolving network problems, systems panics, hardware/software problems, etc.Work closely with customers to ensure managed services functionality meets or exceed customer expectations for performance.Manage hardware inventory.Dell Services, Federal Government (DFSG) JUNE 07 OCT 2016(Formerly QSS, Inc.)Information Technology SpecialistProvide mission critical problem solving/troubleshooting technical assistance to the Center for Disease Control and Prevention (CDC) in on multiple platforms operating in a Citrix MetaFrame, TCP/IP, Microsoft SMS, Windows XP, 2000/2003, Windows 7/10 environmentServe as an advocate for providing satisfaction to clients by maintaining a proactive approach with clients.Provide after hour support to CDC field staff experiencing problems connecting to Citrix and web mail.Troubleshoot problems affecting customers inability to receive email via handheld devices (Blackberries), etc.Maintain the RSA ACE server for key fob assignments, lost key fobs, PIN assignments. Etc.Monitor system alarms and adhere to appropriate procedures in resolving network problems, systems panics, hardware/software problems, etc.Work closely with customers to ensure managed services functionality meets or exceed customer expectations for performance.Facilitate issue resolution by leveraging internal experts when necessary.Take ownership for resolving client support issues from case logging through management of escalation or resolution.EDUCATIONAlabama State University, Montgomery, AlabamaB.S. Computer Science |
