Resume of ITIL Practitioner

Title
ITIL Practitioner

Primary Skills
Computer Support

Location
US-DC-Washington (will consider relocating)

Posted
Sep-27-07


SUMMARY

IT Professional with many years of hands-on and Management experience in the Information Technology and Telecommunications industry.
ITIL Practitioner: Service Desk, Incident & Problem Management (SLA, OLA, and KPI Management)
ITIL Foundation in IT Service Management (ITIL Best Practices)
Customer relationship management (CRM) Tools utilized: CA Unicenter Service Desk, Service Center, BMCRemedy
CCNP (2001-2004), CCNA (2001-2004)
MCSE 2003, MCSA 2003 (Active Directory, DNS, Server 2003)
MCSE N.T 4.0 (Workstation and Server)
A+ Certified

EXPERIENCE

Computer Support Engineer (contract)
TekSystems (10/04- Present)
Provided on-site hardware and software support to the faculty and staff of Montgomery College.
Installed software and configured PCs during the Novell ZenWorks Migration project.
Ensured help desk service levels were being met according to the satisfaction of the administrative units being supported by timely resolution of all work orders.
Installation of Windows XP, Novell Client, and ActiveSync software for Dell Axims.
GNAV installation and configuration for ACD monitoring.
CRM Tool used: CA Unicenter Service Desk Ticketing System Version11
CRM Tool used: PeopleSoft's Vantive Version 9.0.2sp2


Technical Services Coordinator
Peabody Institute Of Johns Hopkins (12/02- 10/04)
Provided support to the faculty, staff and students of the Peabody Institute regarding their PC platforms and telecommunications infrastructure.
Supported (WEP) Wired Equivalent Privacy operations and maintenance of the WLAN network including configuring Apple Powerbooks and Windows PCs for wireless access.
Performed trouble shooting and maintenance on all desktop PCs running Windows 2000 and Office 97.
Provided support, diagnosis and problem resolution for Macs, Windows up to Windows XP and network operating systems.
Provided support, diagnosis and problem resolution for all Comdial equipment including switches and servers.
CRM Tool used: Peregrine's Service Center


Desktop Migration Engineer (7 month contract, Evening Full-Time)
TekSystems (10/03- 4/04)
Provided trouble shooting and problem resolution during the NT/Novell/ Exchange 5.5 to XP/AD/Exchange 2000 migration for BGE.
Set up user's workstations and laptops using Norton's Ghost and LANDesk Management Suite.
Migrated users data to Windows XP machine using Batch files and scripts.
Configuration and supported Blackberry models PDA 957 and PDA 6710 using Desktop Manager Version 3.


IT Help Desk Analyst (2 month contract)
Vision Technology (9/02- 10/02)
Answered technical support questions for on-line brokerage customers via email and telephone.
Recorded, tracked, escalated and updated calls through Remedy trouble ticketing system, directed end users to appropriate self support tools.
Resolved problems using electronic tools, manuals and technical support documentation.
Identified problem trends and possible solutions.
CRM Tool used: Remedy
Sr. Network Engineer/Project Manager (State Contract)
Dynanet (10/00- 11/01)
Managed the progress of the 6 sub-contractors performing the cable pulling operations.
Designed the LAN for the new Baltimore City Juvenile Justice Center, a $63 million project, including server room and closet design based on mechanical, electrical and networking requirements.
Insured that the LAN structure has been put in place for the 650+ new potential users.
Developed the cable management plan for the 1250 dual voice/data drops for the cat 5e cabling system at the facility.


Statistical Technical Coordinator (6 month contract)
NBA Entertainment (2/00- 8/00)

Provided technical, on-site support for Washington Wizards (NBA) & Washington Mystics (WNBA) games for NBAE's GameStats system by setting up and using coaxial connections to provide real-time scoring updates to in-house and external media such as ESPN, NBC, and HTS.
Responsible for scoreboard connectivity and Internet connectivity to provide on-line scoring information.


PC/LAN Technician
OnePoint Communications (10/99- 7/00)

Provided both phone and on-site support of computer systems.
Responsible for troubleshooting software problems (MS Office 95/97/2000, Outlook 95/98/2000,Internet Explorer 4.0 and 5.0, McAfee Anti-virus, etc.) and hardware problems on a variety of computer systems including the Compaq Deskpro, Dell CPI, CPIA and CPIX laptops.
Responsible for NT Workstation client setup using Norton Ghost Professional 5.1d and connection to network within a combined NT 4.0/Netware 4.11 environment.
Utilized WIN install and LANDesk scripts for mass deployment of over 400 PCs.
CRM Tool used: Magic Helpdesk


Help Desk Analyst (Federal Contract)
CHM, Inc. (8/99- 10/99)

Provided helpdesk support to Windows NT, Macintosh, and UNIX users at the Carderock Naval Base.
Responsible for remote users accessing resources over a network running Novell 4.11.
Used McAfee Help Desk to setup trouble calls and schedule appointments for network connections.
Established network access using AppleTalk protocols and file sharing with DOS and NT base workstations.
Assisted users with software application such as Microsoft Office Suite, Netscape and Microsoft Mail.
CRM Tool used: Blue Ocean's TrackIt


Business Development Coordinator
Information Systems Support, Inc. (2/98- 8/99)

Responsible for establishing new company clients, edited responses to RFP's issued by local government agencies
Provided company and product data to potential clients.
Required to serve as a corporate liaison for many projects and infrastructure requiring some basic knowledge of government contracts, contracting issues, delivery orders with their affiliated monies, personnel management and hardware procurement.


EDUCATION
B. S. Degree in Economics
A. Degree in Computer Science

Certifications
ITIL Practitioner: Service Desk, Incident & Problem Management
ITIL Foundation in IT Service Management
CCNP (2001-2004), CCNA (2001-2004)
MCSE 2003, MCSA 2003
MCSE N.T 4.0
A+ Certified



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