IT Professional Resume

Title
IT Professional

Primary Skills
Helpdesk, SAP, PeopleSoft, Remedy, Training, MS Office,

Location
US-DC-Washington

Posted
Jun-15-09


Helpdesk Lead, Trainer, Business Analyst, Program Analyst, Curriculum Developer
Experienced trainer and IT professional with proven management skills. A leader with superior technical and analytical skills who is a consistent contributor with the ability to manage multiple projects. Adept at leading projects and teams. Goal oriented with proven project leadership.

Skills
Training, Customer Service, Leadership, Budgeting, Establishing Policies, Training Development, Curriculum Development, Data Analysis, Help Desk Management, Quality Assurance, Microsoft Office, SAP, People Soft

Professional Experience
BOWHEAD INFORMATION TECHNOLOGY, Washington, DC October 2008 -- January 2009
Technical Trainer/Help Desk Lead
Provided daily IT reports to government officials. Assisted customer in resolving simple and complex computer issues. Ensured all technicians performed duties according to contractual agreement. Mentored/trained junior desktop engineers. Developed training manuals for government and non government users. Managed IT services budget. Trained users on COTS and proprietary software.
Accomplishments:
• Implemented new process with Remedy software to streamline help requests for over 6,000 users.
• Achieved 100% of service level agreement goals.
• Led team which reviewed and reduced budget spending by 20 percent.

LOCKHEED MARTIN CORPORATION, Rockville, MD. October 2006 -- September 2008
Senior Computer Repair Specialist/Technical Trainer
Provided technical assistance and resolved hardware and software related issues to the customer. Trained new employees as needed on shop SOP's and deployment of equipment. Managed workflow through Remedy Action Request System and LAM tool. Trained users on COTS and proprietary software.
Accomplishments:
• Led a team in campus tech refresh of 3,500 workstations and laptops.
• Implemented first ever department training courses and curriculum.
• Achieved 98% or above of all trouble ticket service level agreements (Second highest in department).
• Successfully kept department under budget for IT related expenses.
• Created new processes to triage problems from simple user issues to complex conflicts.

DISTRICT OF COLUMBIA OFFICE OF RISK MANAGEMENT, Washington, DC. October 2005 -- April 2006
Safety and Occupational Health Specialist /Curriculum Developer
Oversaw the inspection and evaluation of facilities, work on construction sites, equipment, work practices and safety devices for conformance with legal requirements. Developed and instructed specialized training programs tailored for hazards unique to the various job assignment following OSHA guidelines.
Accomplishments:
• Developed new policies, procedures, guidelines, statistical materials and training programs to ensure compliance with state, EPA, and OSHA regulations.
• Implemented computer based instruction across several agencies.
• Assisted with the negotiation of software purchase to implement COOP planning.



STANLEY ASSOCIATES (U.S PATENT AND TRADEMARK OFFICE), Alexandria, VA. December 2004 -- July 2005
Technical Trainer
Arranged and provided technical training for patent examiners for their computer hardware, software, search strategies, patent and non-patent literature needs. Developed technical training materials including user guides, instructor guides, and application presentations. Participated in software testing and evaluations in the early stages of procurement. Prepared reports and statistical analysis in compliance with contractual requirements.

Temporary Work Assignment
LAB SUPPORT (AMERICAN TYPE CULTURE COLLECTION), Manassas, VA 2004
Quality Assurance Specialist
Verified vial labels for proper company, product and codes prior to packaging and shipping using company SOP's and GMP. Organized, interpreted and entered data into spreadsheets using results of biological testing. Assisted in widespread recall of defective detection kits.

Internships
UNIVERSITY INSTRUCTORS, Petersburg, VA. January 2004 -- June 2004
Teacher/Tutor
Used computer based instruction to teach students various aspects of information technology. Tutored students in specific areas such as math, reading, science, and English according to deficiencies.
MEDICAL COLLEGE OF VIRGINIA, Richmond, VA. October 2002 -- December 2003
Research Assistant
Collected data and performed immunological analysis of clinical samples such as blood. Drafted reports, analysis and summaries of production and test data. Performed routine evaluation of the quantity and quality of physical or chemical substances. Maintained all stages of data collection and analysis including standardized biological, microbiological and biochemical testing, monitoring and observing, analysis, documentation and recording and writing.
PETERSBURG PUBLIC SCHOOL SYSTEM, Petersburg, VA. January 2001 -- June 2001
Special Education Teacher
Developed and implemented strategies to meet the needs of students with a variety of disabilities. Developed individualized education plans designed to promote students' educational, physical and social development.
Military
UNITED STATES ARMY RESERVE AND NATIONAL GUARD, Richmond, VA. 1992 --2002
Signal Support Specialist/Indirect Fire Infantryman
Communicated with receiving operators to exchange transmission instructions. Communicated with remote operations. Maintained station logs of messages transmitted and received. Employed, fired and recovered anti-personnel and anti-tank mines. Trained personnel on satellite imagery systems. Utilized specialized software to train personnel in the operation of signal systems.
Accomplishments: Honorable Discharge and Department of Army Service Award

Education
Master of Science, Biology, Virginia State University, Petersburg, VA In Progress

Bachelor of Science, Biology, Virginia State University, Petersburg, VA 1999

Certifications
See above


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