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Address: Laurel, Maryland Street Address  Phone: 202-257-3710 Linkedin: https://LINKEDIN LINK AVAILABLESUMMARY:Experience in informaon systems support, customer service, database troubleshooting, network operaons, network monitoring, account support, conguration support, and Desktop Support, including Microsoft Word, Microsoft Excel, Microsoft Teams, and Windows 7/8/10/11.EXPERIENCE:Applicaon Support Analyst GENERAL DYNAMICS INFORMATION TECHNOLOGY (GDIT) Nov 2022 - Jul 2023 Provided Tier 2 customer support to research and resolve items escalated from Tier 1 support sta. Documented incidents successfully in ServiceNow, and in Jira. Provided security administration, including the setup, modication and removal of user login accounts. Supported the implementation team with roll out of applications. Supported test events, test scenarios, test environments, test data development, test scripts, use case development and after-action reviews. Developed and provided training products(including job aids, electronic learning modules, procedure guides) to support technical and functional training.Systems Analyst CHAKRABARTI MANAGEMENT CONSULTANCY, INC. (CMCI) Mar 2016 - Jan 2022 Managed and supported the FDA ACE/ITDS (Automated Commercial Environment/ International Trade Data System) database system. Provided technical support and VIP support to customers throughout North America. Documented incidents successfully in ServiceNow. Used SQL and TOAD (Tools for Oracle Application Development) to support FDA. Supported customers in nding the proper product classications for all FDA commodities.System Analyst QUALITY SOFTWARE SERVICES, INC. (QSSI) Jan 2014 - Dec 2014 Provided Application Administration, for technical assistance, accounts, and conguration support. Documented incidents successfully in Remedy. Provided Enterprise Network Monitoring of network events and performance with Splunk. Provided technical support and VIP support to customers throughout North America. Translated application and system monitoring requirements, to back-end tool congurations.System Analyst Unisys - Federal Deposit Insurance Corp (FDIC) Oct 2004 - July 2013 Supported VPN, Citrix, and Juniper, for access and authentication in Windows Active Directory, Mainframe, NT, SQL, Oracle databases, and Pointsec. Monitored network events and performance with Netcool, Appboard, Opsware and Solarwinds. Documented incidents successfully in Remedy. Provided technical support, troubleshooting and problem resolution for server outages, circuit outages, via telephone, or remote desktop connections, with in-person VIP support.EDUCATION:Bachelor of Science, Psychology and Management Evangel University Associate of Arts and Sciences, Psychology and German Prince George's Community CollegeCERTIFICATIONS:Microsoft Certied ProfessionalCompTIA Security+TRAINING:Introducon to Cybersecurity. Python. PowerShell. SQL Essenal Training. Learning Outlook Desktop (Oce 365/MS 365). Visual Studio Essenal Training. ServiceNow. Programming Foundaons: APIs and Web Services. HTML Essenal Training. Learning REST APIs. Web Development: Full Stack and Front End. Virtual Machine Support. Learning the AWS Management Console. Programming Foundaons: Fundamentals.