• Identify, and diagnose conditions negatively affecting network performance and apply corrective measures• Provided support and technical training to staff, assured compliance with security, backup and disaster recovery plans, and other technology policies.• Electronically dispatched tickets with the use of ESMT action request system.• Answer queries and requests for service that originate by telephone, web-based portals, e-mail or other methods.• Evaluates and identifies solutions; refers Tier 2 and Tier 3 problems to internal or external technical, service personnel• Interacts with customers to troubleshoot and resolve moderately complex hardware, software, and performance problems and access issues for customers provided advice to assist users as well as coordinated with other Teams to resolve problems if necessary• Proactive and works directly with the customer to resolve technical issues relating to the local area network (LAN), Lotus Notes, hardware, Microsoft Office Suite (Excel, PowerPoint, Word, Outlook), and/or other component specific applications.• Maintains current knowledge of relevant technologies as assigned.• Experience with Lotus Notes System Administration and Lotus Notes Access Administration

• Planned and managed acquisitions of IT Asset purchases for a multi-million dollar transition effort; provided ongoing collaboration with Project Managers and clients to develop long-term strategic goals for management of software and technology-related hardware within the organization• Reviewed and performed technical logistical impact assessments and evaluations; created proposed requisitions for ECPs, RFCs, DiCLIN and NCAT efforts. Participated in proposal meetings; Red Team reviews, kick off, milestone, TEMs, hand-off and transition meetings• Developed disposal tracking tool and implemented ILS document repository process to conduct month inventory of IT assets. New policy resulted 15% reduction in unaccountable IT assets• Prepared software/hardware asset reconciliation reports and conducted audit activities to ensure vendor licensing, warranty and maintenance support contracts were compliant • Collaborated with teammates on development of procurement strategies to optimize technology spending across organizations by identifying opportunities for volume purchasing to obtain price breaks; analyzed cost of equipment and software under consideration to determine return on investments and total cost of ownership throughout product lifecycle• Provided ongoing IT asset transition project management support to include: risk assessment, plan/forecast transition project schedule, determined RFCs impact on cost, reviewed/updated project documentation, monitored transition checklist and provided budget development support • Coordinated with PMO and participated in milestone reviews (IRR, PDR, CDR, TRR, PSR, ORR, and OAR) to determine impact on program and account for multiple concurrent SCM/logistics efforts • Facilitated monthly Transition to Operations Readiness meetings and reviews with cross functional team, stakeholders and client• Developed procedures for tracking and distribution of new IT assets to key stakeholder areas. Implemented policies to streamlin

Capitol-College Laurel MD•Provided technical support and problem resolution to customers via remote (inbound and outbound telephone calls) and through electronically dispatched tickets with the use of Parature action request system.•Managed, monitored, and administered accounts through Centra and Blackboard. •Provided first line support, logging all incidents in the daily log and warm and hot handover potentially issues to the next shift.•Coordinated with Tier 2 / 3 engineers for system/network issues.•Stayed current with technological trends related to the College environment.•Developed and maintained professional level of proficiency with Parature, Centra and Blackboard.

• Planned and managed acquisitions of IT Asset purchases for a multi-million dollar transition effort; provided ongoing collaboration with Project Managers and clients to develop long-term strategic goals for management of software and technology-related hardware within the organization• Reviewed and performed technical logistical impact assessments and evaluations; created proposed requisitions for ECPs, RFCs, DiCLIN and NCAT efforts. Participated in proposal meetings; Red Team reviews, kick off, milestone, TEMs, hand-off and transition meetings• Developed disposal tracking tool and implemented ILS document repository process to conduct month inventory of IT assets. New policy resulted 15% reduction in unaccountable IT assetsPrepared software/hardware asset reconciliation reports and conducted audit activities to ensure vendor licensing, warranty and maintenance support contracts were compliantCollaborated with teammates on development of procurement strategies to optimize technology spending across organizations by identifying opportunities for volume purchasing to obtain price breaks; analyzed cost of equipment and software under consideration to determine return on investments and total cost of ownership throughout product lifecycle• Provided ongoing IT asset transition project management support to include: risk assessment, plan/forecast transition project schedule, determined RFCs impact on cost, reviewed/updated project documentation, monitored transition checklist and provided budget development support • Coordinated with PMO and participated in milestone reviews (IRR, PDR, CDR, TRR, PSR, ORR, and OAR) to determine impact on program and account for multiple concurrent SCM/logistics efforts • Facilitated monthly Transition to Operations Readiness meetings and reviews with cross functional team, stakeholders and client