Performing Incident Management to restore normal service operation as quickly as possible and minimize the adverse impact on business operationsMaintaining ,verifying, and updating the Incident Management Process Flow.Maintaining ,verifying, and updating the Incident Escalation Process.Briefing senior government and contract leadership on the operational status of multiple production sitesProducing daily reports for senior government and contract leadershipStrong customer service, communication, and writing skillsLead Service Restoration Teams & Technical Exchange Meetings to resolve system issuesProvide a continuity of information between government and multiple support contactsValidates incoming service and change requests and establishes call/problem tickets within the tracking tool for resolution and resource allocation.Knowledge of Network and Server troubleshooting tacticsCreate & Update SOPs for Enterprise Management OperationsProvide operational support for system installs, patching, and upgradesCreating daily reports for Enterprise Management Operations metricsSolid overall trouble-shooting skills, utilizing an in house Knowledge Base tool to follow SOPsand established guidelines.Resolve, update, and provide guidelines and status on tickets relating to production, products, hardware and software, Windows OS, office automation applications, network management and server systems management.

Performing Incident Management to restore normal service operation as quickly as possible and minimize the adverse impact on business operationsMaintaining ,verifying, and updating the Incident Management Process Flow.Maintaining ,verifying, and updating the Incident Escalation Process.Briefing senior government and contract leadership on the operational status of multiple production sitesProducing daily reports for senior government and contract leadershipStrong customer service, communication, and writing skillsLead Service Restoration Teams & Technical Exchange Meetings to resolve system issuesProvide a continuity of information between government and multiple support contactsValidates incoming service and change requests and establishes call/problem tickets within the tracking tool for resolution and resource allocation.Knowledge of Network and Server troubleshooting tacticsCreate & Update SOPs for Enterprise Management OperationsProvide operational support for system installs, patching, and upgradesCreating daily reports for Enterprise Management Operations metricsSolid overall trouble-shooting skills, utilizing an in house Knowledge Base tool to follow SOPsand established guidelines.Resolve, update, and provide guidelines and status on tickets relating to production, products, hardware and software, Windows OS, office automation applications, network management and server systems management.

Performs first call resolution and miscellaneous tasks as defined.Utilize Remote Resolution Methods (i.e. SMS) to resolved customer issues - updating user settings, reinstalling software, etc.Experience with Active Directory administrationFamiliarization of tickets systems such as Remedy, Peregrine, or Service CenterStrong customer service, communication, and writing skillsValidates incoming service and change requests and establishes call/problem tickets within the tracking tool for resolution and resource allocation.Resolve, update, and provide guidelines and status on tickets relating to production, products, hardware and software, Windows OS, office automation applications, network management and server systems management. Ability to use an Automatic Call Distribution System Knowledge of Network and Server troubleshootingTroubleshooting Profile IssuesConfigurations in MS Outlook and MS Office SuiteSolid overall trouble-shooting skills, utilizing an in house Creates SOPs for Services desk processesKnowledge Base tool to follow SOPs and established guidelinesFolder access, mapping printers, providing shared drive access.Configurations in MS Outlook and MS Office SuiteCreating daily reports for Service Desk metricsSolid overall trouble-shooting skills, utilizing an in house Knowledge Base tool to follow SOPsand established guidelines

Provide technical support to 1000+ users Troubleshooting network issues remotely Configuring & troubleshooting Symantec Backup Exec Troubleshooting MS Exchange errors Move, Add, Change to MS Exchange mailbox accounts Create, modify distribution lists Re-imaging desktop & laptop computers Troubleshoot problems involving desktop and laptop computers, software applications, wired and wireless networks Experience with Active Directory (performing move, add, and changes) Creating accounts in and setting permissions in Active Directory Training user's on operating desktop, laptops, and various applications Used Remedy ticket system Working knowledge of Windows XP & Vista environment 6 year(s) of experience with MSOffice 2003 3 year of experience with MS Office 2007

Provide technical support to 1000+ users Install, configure, and troubleshoot Cisco VPN Configure & troubleshoot Citrix Troubleshooting network issues remotely Re-imaging desktop & laptop computers Troubleshoot problems involving desktop and laptop computers, software applications, wired and wireless networks Experience with Active Directory *Training user's on operating desktop, laptops, and various applications Used Remedy ticket system Worked in Windows XP & Vista environment 5 year(s) of experience with MSOffice 2003 2 year of experience with MS Office 2007 Setup and troubleshoot Blackberry devices

Provide technical support for 4 different company sites.; Provide technical support to 300+ Sales representatives Adjudicate over 200-300+ software and hardware support calls a day Troubleshoot problems involving desktop and laptop computers, software applications, wired and wireless networks Experience with Active Directory Worked in Windows XP environment Experience with MSOffice 2003 Experience with MS Office 2007 Experience using Track-it ticketing system Experience using Win VNC Setup and troubleshoot Blackberry devices Manage, install and maintain software on user's computers Troubleshooting Cisco VPN errors remotely Troubleshooting network issues remotely

* 3.5 years of IT experience in the US Coast Guard* Supporting Coast Guard computer systems, analog and digital voice systems (telephones and voice mail) and am responsible for the installation and maintenance of the physical network infrastructure tying the systems together.* Installation of wireless network at the Coast Guard Academy* 4 years of experience with MSOffice 2003 * Experience troubleshooting IT helpdesk hardware and software problems * Completion of 1.2 million telephone switch and voicemail system upgrade* Renovation of Coast Guard Academy Exchange network & telephone system* Installation & maintenance of fiber networks * Experience using remedy ticket system* Maintaining security for telephone switch/server room

3.5 years of IT experience in the US Coast Guard Supporting Coast Guard computer systems, analog and digital voice systems (telephones and voice mail) and am responsible for the installation and maintenance of the physical network infrastructure tying the systems together. Installation of wireless network at the Coast Guard Academy 4 years of experience with MSOffice 2003 Experience troubleshooting IT helpdesk hardware and software problems Completion of 1.2 million telephone switch and voicemail system upgrade Renovation of Coast Guard Academy Exchange network & telephone system Installation & maintenance of fiber networks Experience using remedy ticket system Maintaining security for telephone switch/server room