QUALIFICATIONS PROFILE Ambitious and performance-driven IT Specialist leveraging hands-on technical skill and academic experience to make contributions to network and help desk operations. Well-developed IT skill set, with specialties in network administration, performance monitoring, cyber security, document management and technical support. Talent for identifying customer needs and system requirements, developing technical and functional specifications, and applying logical approach to meeting technical challenges. Analytical, precise and logical problem solver with outstanding customer service skills; noted for dedication and tenacity in identifying root causes, diagnosing performance and connectivity issues, and troubleshooting problems until complete resolution is achieved. Proficient in both team leadership and independent contributor roles; equally skilled at taking point on projects or providing support to ensure projects are completed on time and within budget. Reliable under pressure; able to adapt easily to changing priorities and quickly master new IT processes and technologies. Secret-level government security clearance. Core Technologies Platforms: Windows (XP, Vista, 7) Tools: C++ programming, MS Office (Excel, Outlook, PowerPoint, Word), Visual Studio Networking: DHCP, DNS, Ethernet, firewalls, FTP, LAN / WAN, routers & switches, TCP / IP, wireless EDUCATION AND CREDENTIALS Masters of Science in Information Technology, major in Information Security and Assurance (2013) KAPLAN UNIVERSITY, New York, NY
Bachelor of Science in Information Technology, major in Network Administration (2011) KAPLAN UNIVERSITY, New York, NY GPA: 3.97; President`s List Honors Coursework in Database Administration and IT (2007) OLD DOMINION UNIVERSITY, Norfolk, VA U.S. Naval Maritime Operations Technical Training (1999) FLEET COMBAT TRAINING CENTER, Virginia Beach, VA Graduated with Honors and Accelerated Advancement PROFESSIONAL EXPERIENCE NORFOLK NAVAL SHIPYARD, Norfolk, VA Nuclear Pipefitter, 1/2011 - Present Install, modify and repair high-pressure piping systems and equipment aboard ships and submarines for government customers. Utilize complex blueprints and schematics to plan and lay out systems according to customer specifications, and conduct thorough tests to ensure systems meet exacting quality standards. Worked hands-on with sophisticated mechanical and electro-mechanical components across wide variety of heating, hydraulic and power generation systems. U.S. AIR FORCE RECRUITING SQUADRON, New York, NY Health Professions Flight Supervisor, 8/2008 - 10/2010 Maintained business systems and office services while performing variety of administrative duties for management and senior-level personnel. Drafted, edited and finalized instructions, Requests for Information (RFI), reports and related business correspondence in print and electronic formats; ensured complete confidentiality and security of sensitive information. Maintained management schedules and calendars to minimize conflicts; communicated with stakeholders from external agencies while organizing executive-level meetings and travel arrangements. Proactively identified opportunities to streamline office operations using technology; automated common processes using commercial software, and took responsibility for technical troubleshooting and customer support. HSBC BANK, Chesapeake, VA Customer Service Representative, 4/2007 - 4/2008 Provided five-star customer service in high-volume call center; worked courteously and patiently with customers to research and resolve complex billing issues, including payment / finance charge adjustments and account closures. Capitalized on upselling opportunities to generate additional business and revenue. Coached and mentored junior team members, and took point on handling escalated customer contacts; followed up on actions to ensure issues were resolved completely to customer satisfaction. Garnered numerous accolades and awards for outstanding customer service and sales achievement; ranked company`s #1 salesperson and received paid trip to Mexico for closing highest number of sales in all company braches within seven-month period. UNITED STATES NAVY, Sasebo, Japan Operations Specialist, 12/2000 - 2/2004 Operated and maintained sophisticated network, communication, encryption and sensor systems to support global operations on both land and sea; trained, mentored and led teams of up to 20 personnel. Maintained Combat Information Center (CIC) displays of strategic and tactical information, interpreted data, evaluated tactical situations and provided senior leaders with information necessary to make informed decisions. Took point on managing shipboard networks; worked directly with end users and provided Tier 2 support to ensure networks remained available and secure. Performed integration tests and diagnostics to ensure network components and peripherals from diverse vendors interfaced seamlessly; maintained operating systems, applications, servers, virtual private networks and gateways, printers and related components for seamless connectivity. Established and enforced information security and network operation protocols, keeping classified data and materials protected according to stringent security requirements. Demonstrated attention to detail and superior situational awareness while coordinating movements of helicopters and fixed-wing supersonic jet aircraft as Air Traffic Controller. Consistently recognized by superiors for outstanding professionalism and performance in high-stress roles.