Aug. 1997-July 2002              Howard University                 Washington, DC 

Computer-Based Information Systems                                Major BBA: August 2002

Certificate in Web Design from Howard University Continuing Education Department 

Jan 2015-July 2018             AAC Inc                Washington, DC
Mid Level Deskside Technician ​ Consumer Financial Protection Bureau
· Applied CFPB image to CFBP laptops (Dell Windows 7 and Macs El Captain)
· Effectively used Active Directory to manage accounts if needed
· Effectively used System Center 2012 Configuration Manager to push requested software
· Effectively used Jamf portal to manage Mac laptops
· Accurately entered, logged work notes & resolved tickets in Remedyforce ticketing system
· Effectively imaged Mac and Dell laptops

Sept 2014-Dec 2014             AAC Inc                Washington, DC
Migration Support Technician Consumer Financial Protection Bureau
· Applied CFPB image to CFBP laptops across several models
· Analyzed, troubleshoot and solved migration-related issues for for CFPB staff
· Provided suggestions for optimal migration processes

Oct 2010-Jan 2014             Howard University                Washington, DC
Mobile Device Support Technician
· Diagnosed issues with laptops, tablets and smart phones as needed
· Analyzed, troubleshoot and solved non hardware-related mobile device issues for HU students faculty & staff
· Provided IT quotes and suggestions for optimal and cost-effective IT solutions
· Authored solution documents for knowledge database concerning Mobile Devices
· Assisted customers with data backup and operating system reinstalls
· Accurately entered, logged work notes
· Managed, filmed, video & graphic edited and curated content to create and maintain Howard University’s iTunes Site

June 2009-July 2010             Kforce Inc.                Washington, DC
IT Support Technician (Tier II) Department of Homeland Security (DHS)
· Imaged, re-imaged & deployed desktops and laptops as needed
· Analyzed, troubleshoot and solved IT related issues from DHS clients in respect to DHS policy
· Utilized Remote Desktop to access customer computers to assist and install software
· Accurately entered, logged work notes & resolved tickets in Remedy 7.1 ticket system
· Assisted in account management in respect user login and global account information
· Assisted customers with DHS security program initiatives such WinMagic and ActivClient

Feb 2009-June 2009             Apex Systems Inc.                Pentangon, VA
Help Desk Specialist (Tier I) Office of Secretary of Defense (DOD)
· Analyzed, troubleshot and solve IT related issues from OSD clients in respect to DOD policy
· Promptly responded to customers that call-in and follow-up until resolved
· Utilized Dameware 6.7 to remote-in to user computers to assist and install software
· Accurately entered and logged work notes into Remedy 6.03 ticket system
· Assisted in account management in respect user login and global account information
· Assisted customers with DOD security program initiatives such Data Armor and ActivClient

Apr. 2008-Feb 2009             SID, Inc.                Washington, DC
IT Coordinator Office of Labor Management Standards (DOL)
· Analyze, route, and troubleshoot of emails from OLMS clients
· Promptly respond to customers that submit their questions electronically
· Log software bugs and route to development team
· Accurately keep metrics and inventory for management analysis and to track my own progress
· Assisted in account management in respect to permissions and access for DOL customers nationwide

May 2007-Apr. 2008             CACI International                Fairfax, VA
Help Desk Specialist (Tier I) HQ Help Desk (DEA)
· Analysis, routing, and troubleshooting of calls from DEA clients concerning web-based applications
· Promptly respond to customers that submit their questions electronically
· Accurately keep metrics for management analysis and to track my own progress
· Sort through and clean-up inactive accounts from 6,000+ user list

Mar. 2007-May 2007             CACI International                Arlington, VA
Help Desk Specialist (Tier I) HQ Help Desk (DEA)
· Analysis, routing, and troubleshooting of calls from DEA clients concerning hardware and software
· Querying of old trouble tickets and service requests to insure their completion
· Promptly respond to customers that submit their questions electronically
· Accurately keep metrics for management analysis and to track my own progres

Jan. 2007-Mar. 2007             CACI International                Pentagon, VA
Desktop Technician (Tier II) SDC Surge Project (US Air Force)
· Effectively answer and resolve tier I helpdesk calls from Active duty and Retired Navy Admirals and staff
· Querying of old trouble tickets and service requests to insure their completion
· Promptly respond to customers that submit their questions electronically
· Accurately keep metrics for management analysis
· Perform updates to web documents and databases in chronological increments

Apr. 2006-Dec. 2006             CACI International                Crystal City, VA
Help Desk Specialist (Tier I) OPNAV/DNS (US Navy)
· Effectively answer and resolve tier I helpdesk calls from Active duty and Retired Navy Admirals and staff
· Querying of old trouble tickets and service requests to insure their completion
· Promptly respond to customers that submit their questions electronically
· Accurately keep metrics for management analysis
· Perform updates to web documents and databases in chronological increments

May 2001-Aug 2001             Abbott Laboratories                Gurnee, IL
Help Desk Analyst/Desktop Technician Intern
· Analysis, routing, and troubleshooting of calls from Pharmaceutical Products Division clients 
· Querying of old trouble tickets and service requests to insure their completion
· Face-to-face analysis and troubleshooting of clients’ problems
· Software installation and deployment of new computer equipment

Jan 1999-Dec 2000              National Audubon Society         Washington, DC
Office Assistant
· Effective resolution of first-tier computing problems
· Assistance for office printer maintenance
· Administration of office duties (such as taking phone messages and sending faxes)

Sept 1998 - June 1999         Howard University                   Washington, DC
Computer Lab Assistant (School of Business)
· Analyzed, Routed, and Troubleshot calls from School of Business students
· Maintained Computers and Printers
· Face-to-face analysis and consulted students on effective uses of our software

Oct. 1997-Jan 1998             Sitel Technologies                  &n bsp; Herndon, VA
Printer Support Technician
· Application of Canon printer troubleshooting (via telephone)
· Querying, verification of customer order status when problems occur
· Ordering of Canon drivers and other software when necessary

July 1997-Aug 1997            MCI Center                   &n bsp;           Washington, DC
Employment Project Assistant, Department of Employment Services (D.O.E.S.)
· Created the D.O.E.S. Applicant tracking form on File Maker Pro to efficiently track applicants' information
· Application of Visio 4.0 for job fair floor plans, raising the quality of our presentations
· Provided customer assistance by establishing a relationship with the applicants
· Administration of office duties
· Internet research on client demographics, employment statistics and crowd management

Sept. 1996-June 1997       Benjamin Banneker High School   Washington, DC
Volunteer Aide, Internet Access Project
· Individual PC and network troubleshooting
· Implementation of scheduled virus scans and hard-drive streamlining
· Downloading and installation of software to increase the lab’s quality and efficacy to the students