Resume of Information Technology Consultant

Title
Information Technology Consultant

Primary Skills
Skilled in the areas of Training Development, Computer Network Engineer, and Information Technology

Location
US-FL-St. Petersburg

Posted
Apr-06-07

OBJECTIVE
Make a significant contribution for a growth oriented high-tech corporation offering opportunities to utilize my skills in the area of Training Development, Computer Network Engineer, and Information Technology.

TECHNICAL/COMPUTER SKILLS
Software Skills:
Knowledgeable in Microsoft Windows 3.1x, 95, 98, 2000, ME, NT, XP, Unix/Linux, MS-DOS, Microsoft Office Suite 97, 2000, Microsoft Project 2000, Microsoft Visio 2000, Microsoft Outlook 2003, AOL Software version 4.0-9.0, Sherlock (Trouble Ticket), Merlin (Account Database), Lotus Notes
Computer Hardware:
Network cabling, LAN & WAN, TCP/IP, FTP, HTTP, Internet/Intranet, VPN, Workstations/Laptops, Printers/Scanners/Copiers (LaserJet and Inkjets), Modems (Dialup/Cable/DSL), Docking Stations/Port Replicators, Wireless Routers/Networking, Palms/PDAs/Handheld Devices, Hardware/software installation, troubleshooting, repair, and maintenance, (Biometric) Crossmatch Scanner 1000

PROFESSIONAL EXPERIENCE
Deployment Engineer - 2007 to 2007
Nortel Government Solutions, Fairfax, VA
Traveled: 95% - 100%
Enterprise Systems Division - United States Citizenship and Immigration Services (USCIS)
Reported directly to the Project Manager to ensure that the Citizenship and Immigration Services (CIS) Delivery order was complete on every site with a prepared status report for review. Provided third-tier management with responsibility for directing 10-20 local personnel in support of over 150 users per site. Coordinate travel to multiple sites throughout the contiguous US for the purpose of gathering inventory information for site survey. Information collected covers the following areas; number of assets, physical characteristics of the location, key personnel and site specific limitations/ requirements as stated in the CIS Delivery order regarding site surveys. Responsible for the maintenance, inventory, imaging, and troubleshooting of all Site Implementations around the United States Citizenship and Immigration Services (USCIS) Centers. Implementation phase included deploying Window XP upgrades to all sites, install, maintain, troubleshoot and upgrade computer hardware, software, personal computer networks, and peripheral equipments. Other wide range of tasks included the unpacking of equipment, distribution of equipment, disposal of un-necessary items, implementation of customer specific configuration guidelines and post customer support. Provided technical expertise and support for multiple PC products and hardware, during planned and unscheduled maintenance on existing systems. Employed dynamic resolutions to unforeseen problems during the implementation phase while transforming requirements into solutions.

Systems Engineer - 2006 to 2006
Nortel Government Solutions, Fairfax, VA
Traveled: 95% - 100%
Enterprise Systems Division - Transportation Security Administration (TSA)
Information Technology Site Lead for phase two of assessment in the TSA hiring process. Assisted the PEC Operation Control Center (POCC) to evaluate fingerprints. Contacted candidates to help proceed to the next step in the TSA hiring process. Deployed to many airports across the United States to obtain digital fingerprints. Responsible for using the biometric system and uploading to the central network for evaluation by Nortel Government Solutions (NGS) and the Federal Bureau of Investigation (FBI). Operation of network infrastructure devices such as routers, switches, hubs, firewalls, and intrusion detection systems. Ensured the availability and performance of each systems network. Accountable for all computer hardware issues and connection issues on site. Responsible for training users and working with other team members and customers at various airport sites. Assisted with developing guidelines and ensure appropriate documentation for deployment purposes for the TSA project. Knowledgeable with MS Windows, hardware documentation, software installation, National Institute Standards and Technology (NIST) and other Federal Information Technology Standards. Assisted with maintenance and inventory of over 200 Biometric equipments used for deployment.

Broadband Technical Trainer - 2005 to 2006
Stream International Corporation, Tampa, FL
Trained over 400 internal technical support professionals in many new projects and recursive trainings. Subject Matter Expertise (SME): responsible on how tasks, to include the order of performance steps, are to be performed in a class setting. Responsible for turning SME information and objectives into learning steps, designing the learning environment, and maximizing the use of Stream's training dollars; valued at $100,000 - $150,000 to establish a class. Responsible for the technical material and as well as ensuring that the information gets translated into materials that learners can digest. Collaborated with other training development staff around the world in making decisions in the preparation, and delivery of new product training to new and internal employees. Trained and supervised 20-30 new technical support staff, and affectively counseled them on goals, objectives, and plans each month. Offered technical expertise to train internal technical support professionals in the design, testing, evaluation, and troubleshooting the client's software and procedures. Planned and instructed each subject area using wide variety of teaching aid, motivational and implementation strategy to engage professionals in active learning. Implemented technological approaches to subject materials, while researching educational resources on the Internet and facility to assist with information retrievals needed for the technical support staff. Recognized for producing consistently clear, coherent training within deadline and with minimal supervision. Rapidly developed and adjusted lesson plans to meet unforeseen classroom situations. Excellent developed organizational skills, identify work plans, consider priorities, forecast problems, and envisioned solutions. Clear and convincing oral communication skills; maintain logic under pressure/intense situations. Extremely clear, concise, and thorough writing skills; well prepared in routine or complex subjects.

Broadband Technical Support Professional/Point-of-Contact Specialist - 2004 to 2005
Stream International Corporation, Tampa, FL
While providing continuous customer support within a 24 hours 7 days a week call center environment, was able to coach and help others while on a call with a customer. Achieved and maintain service level statistics as defined. Defused situation to move beyond customer's frustration and solve customer's problem. Responded to telephone calls, emails and chat requests for technical support. Excellent troubleshooting skills, strong customer service experience, written skills, communication skills, leadership, teaming and mentoring skills. Documented and solved incoming phone issues on ticketing system. Logged all customer problems and track the calls through to resolution. Retrieved customer data from various databases. Ensures timely escalation of customer problems by assigning an appropriate priority and resolution target. Have extensive knowledge and understanding of networks and servers along with thorough comprehension of hardware and software. Searched internet/intranet and search engines to provide customer assistances. Strong Problem Determination/Problem Source Identification skills. Thorough comprehension and hands-on approach in troubleshooting hardware and software. Ability to work in a fast paced environment and working under pressure with deadlines.

EDUCATION
M.B.A., Global Management
University of Phoenix, Phoenix, AZ
Current Degree Program

Bachelor of Science, Information Technology - 2006
University of Phoenix, Tampa, FL

Associate of Science, Computer Network Engineer Technology - 2002
Tampa Technical Institute, Tampa, FL

CERTIFICATION/TRAINING
Nortel Government Solutions:
Grade Level 4 (Associate Member of the Technical Staff) Training * 2007
Grade Level 4 (Associate Member of the Technical Staff) Training * 2006
Boston Pilot Biometric System Training * 2006

Stream International Corporation:
DISC PPSS Behavioral Profile Leadership Training * 2006
Certified Broadband Technical Trainer * 2005
Certified Broadband Technical Support Professional * 2004

Certifications
See above


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