Enterprise managed services at the west division NOC.

Contracted by CenturyLink to perform network implementations for their hybrid WAN customers.▪ Led the network implementations and conversions of client networks nationwide.▪ Configured routers to establish WAN BGP connections, IPSec security associations, and internal routes via OSPF and EIGRP.▪ Performed troubleshooting in the CLI on Cisco, Juniper, and Alcatel routers.▪ Involved in network planning, architecture, and design.▪ Mentored new hires and trained them on the activation process.▪ Resolved escalations from tier I technicians regarding network problems.

• Provided 2nd level support for hardware, software, and network incidents at Centennial Medical Center.• Upgraded client PCs to Windows7.• Configured VLANS on Cisco Catalyst switches.• Maintained four network closets and performed UPS tests.• Added computers to AD and managed AD groups.• Pushed software via SCCM.• Resolved approximately 130 incidents a month.

• Maintain an 80% resolution rate - out of approximately 500 incidents a month.• Resolve issues reported via phone, email, and Remedy assigned incidents.• Provide 24 hour on-call support.• Write knowledge base articles for co-workers and new hires.• Provide full technical support for all windows applications, desktops, laptops, and printers in the HCA domain. This includes application installs and upgrades, Active Directory management, Registry configuration, Windows user profile repair, Outlook PST repair, network drive mapping, hard disk cleanup, BIOS modifications, password resets, IE browser configuration, wireless network configuration, Citrix VPN troubleshooting, printer installs and configuration, etc.

• Ranked as the #1 agent out of 200 agents in the AKO helpdesk.• Supported the onboarding of the Army Knowledge Online (AKO) Helpdesk for https://www.us.army.mil.• Promoted to Senior Associate after five months of employment to help onboard the Army Enterprise Service Desk.• Trusted with the role of “Triage Agent,” tasked with managing all incidents related to the U.S. Department of Defense’s migration to Enterprise Email.• Responsible for the resolution of all incidents related to the Windows XP, Vista, and 7 operating systems, numerous software applications, printers, and Blackberry devices.

AGA is a real estate research firm that investigates market feasibility for a wide range of land use development ventures. They provide fiscal impact studies, economic blight studies, land value optimization analysis, real estate portfolio assessment, labor market studies, etc. My primary role with AGA was research and analysis for the economic blight studies.• Wrote formal request letters to government officials requesting historical real estate data.• Performed field research of commercial real estate in a given trade area by categorizing all businesses in the area and manually measuring the total floor space for each category.• Designed and maintained econometric templates within MS Excel that organized, summarized, and/or evaluated research data.• Created PowerPoint slideshows for report presentations.