Work in the North American Control Center monitoring and managing all elements of customer environments. Respond to system events and outages; escalate to Tier III support groups when necessary.Provide ongoing monitoring and troubleshooting of the corporate WAN infrastructure. Introduce procedures to provide increased end user support.Work with Infrastructure Team on Incident Management Issues. Identify real time system, network, application availability and performance issues and resolve or escalate as appropriate.Monitor online applications to ensure availability and response times are within targeted thresholds. Review and maintain all operational procedures. Report hardware problems to vendors and ensure problems are resolved according to service level agreements.

Resolved PC and server problems. Implemented PC upgrades to newer PC equipment at residential and business locations. Upgraded and supported local law enforcement offices to state-of-the-art equipment.Manufactured, upgraded and maintained Microsoft Windows servers and PCs for non-profit organizations around the DC Metro area and provided in-house and onsite support for clients in Maryland, Virginia, West Virginia, and DC.

Developed and implemented automated dial testing and network-testing systems for domestic and international dial-up network.Operation Subject Matter Expert (SME); identified and recommended solutions to consumer connectivity problems.Devised in flight dial-up methodology for the AOL corporate jet using existing on-board systems, saving over $200,000 in repairs.Maintained departmental computer systems.Maintained and programmed departmental telecommunication hardware.Worked with Project Managers and Network Analysts. Facilitated strategic planning with dial-up vendors.Rapidly designed and implemented custom testing procedures.Helped develop and test in house VPN client.

Installed upgrades and trained users in the use of multiple software packages and applications, maintained and operated file servers and databases in a multiple protocol environment. Manufactured and installed cabling; performed troubleshooting on existing network cabling with various network scanners and cable testers. Installed TCP/IP software to support access to diverse operating platforms. Supported half a million personnel distributed over 48 databases on 55 global servers with the data base Turbo Image.Designed and implemented COBOL programs to manipulate existing database informationDirectly managed two contractors.Distributed, installed, performed troubleshooting and repaired PC’s for 100+ users. Implemented automatic error correcting procedures. Developed and maintained programs and database specifications, maintenance manuals and flowcharts.

Prepared and maintained files on each incoming document routed for action. Received, controlled and distributed incoming congressional and regular mail. Trusted to make trips to the Pentagon for internal mail deliveries. Took it upon myself to learn the 3M’s File Saver, microfiche catalog and computer system and instructed coworkers.

Military Personnel Clerk - Examined and analyzed enlisted evaluations. Verified reports necessity, consistency, and whether the evaluation as noted in the report were in context with the member's overall record. • Assisted coworkers with various computer systems problems when needed.• Frequently reassigned to heavy work load areas taking advantage of my ability to quickly learn new roles.