Objective Helpdesk manager/team lead position to further career in customer service/helpde sk proven by 12 years of experience in the IT field.

Profile Professional and customer service oriented IT professional with 12 years of expe rience as a Senior Helpdesk Analyst, Network Engineer, and Network Administrator . Excellent oral and written skills as well as extensive experience handling mu ltiple projects and issues. Currently working through the ITIL Expert course cu rriculum to keep current with the latest IT standards and practices. Skills Summary Microsoft Office 2007 Microsoft Office 2003 Microsoft Windows Vista Microsoft Windows XP Microsoft Server 2003 Microsoft Server 2000 Spiceworks Helpdesk Symantec Antivirus Symantec Mail Security for Microsoft Exchange Windows Deployment Services PGP Server RIM BlackBerry Enterprise Server Websense Web Filter PSExec WinBatch Webroot Spysweeper Diskeeper CipherTrust IronMail Spam Filter Professional Experience CUSTOMER SERVICE/PROBLEM SOLVING (TECHNOLOGY) Provide 2nd Tier help desk support to staff. Log all incoming problems and requests and actions taken to resolve them throug h the helpdesk. Troubleshoot and resolve problems and satisfy requests. Refer unresolved problems to higher level support if necessary. Respond to helpdesk tickets and provide technical support from or to other Anal ysts. Ensure closed helpdesk tickets are adequately documented. Diagnose complex technical issues and involve appropriate resources to speed pr oblem resolution. Provide follow-up status to end-users in accordance with specified support poli cies and procedures. Provide in-depth technical analysis of problems. Contribute technical solutions to helpdesk knowledge base. Research and recommend hardware and software. Setup, configure, and install hardware and software on servers and end-user wor kstations for over 150 users. Coordinate employee computer training and maintain and distribute BlackBerry ce ll phones and laptops. Led an initiative to save staff time by automating reimaging of computers that reduced staff time by 75% and also directly resulted in less downtime for the st aff. Initiated a project that led to over $60,000 in savings per year on telephone c

osts. Monitored hardware and software license information. Administered and maintained Cisco firewall for network security. Performed preventative maintenance and daily backups. Wrote WANG-WP-language programs that streamlined creation of consular correspon dence. Provided software and hardware resolution assistance to the Mainframe Manager. MANAGEMENT Mentor other Analysts on the helpdesk team. Evaluate documented resolutions and analyze trends for ways to prevent future p roblems. Coordinate mobile communication devices and laptops for employees based on requ ests. Proposed, analyzed, and maintained the IT Department budget. Researched and developed IT policies and procedures. Managed an IT Department for a 75 user network. COMMUNICATION Work closely with all IT team members in order to steam-line support. Provide administrative assistance for IT department documentation and standards . Develop and present technical presentations to Endowment staff on a quarterly b asis. Lead staff training sessions on new BlackBerry(s) and IT procedures and program s. ADMINISTRATION Compile and prepare periodic status, performance, and trend reports for managem ents review. Developed procedures and enhanced software which streamlined work flow and incr eased productivity. Produced grant data, documentation, correspondence, and reports. Processed grant agreements and amendments, logged, tracked, mailed, and filed m ail. Supported grant proposal review process by maintaining and retrieving informati on from files and program logs. Monitored, reviewed, and managed the flow of proposal documents. Developed procedures to streamline the grant proposal review process. Regularly updated grant database. Coordinated the processing and filing of immigration applications and responded to inquiries relating to visa applications. Screened immigration documents and verified application information. Coordinated the immigration applications with US consulates overseas. Employment History NATIONAL ENDOWMENT FOR DEMOCRACY - Washington, DC Senior Helpdesk Analyst, June 2010 to Present Senior Network Engineer, December 2002 to June 2010 Network Engineer, October 2000 to December 2002 Network Administrator, May 1998 to October 2000 Program Assistant, March 1994 to May 1998 Grants Secretary, June 1992 to March 1994 STATISTICA, INC. - Rosslyn, VA Administrative Assistant, October 1991 to June 1992 US EMBASSY BUDGET & FINANCE OFFICE - Bucharest, Romania Computer Programmer, June 1990 to August 1990

Education University of Texas at Austin, 1991 Bachelor of Arts in History, Minor in Political Science IT Courses: ITIL Service Capability: Service Offerings and Agreements ITIL Service Capability: Release, Control, and Validation ITIL Service Capability: Planning, Protection, and Optimization ITIL Service Capability: Operational Support and Analysis ITIL v3 Foundation Automating Windows Server 2008 Administration with Windows Powershell Essentials of Information Security Cisco Secure PIX Firewall Advanced (CSPFA) Interconnecting Cisco Network Devices (ICND) Intro to Cisco Networking Technologies (INTRO) Implementing and Administering Windows 2000 Designing Windows 2000 Networking Infrastructure Implementing and Administering Windows 2000 Directory Services Designing a Windows 2000 Directory Services Infrastructure Implementing and Managing Microsoft Exchange 2000 Designing a Secure Windows 2000 Network Supporting Windows 2000 Professional and Server Network and Operations Systems