Information Technology Program Director

• Oct 2023 - Present

BA/IT Instructor

• Oct 2022 - Present

Charismatic and dependable Professor with experience in delivering educational assistance and instruction to various levels of learners. Committed to providing students with necessary tools to achieve academic goals, instilling love of learning and cooperative teamwork. Adept in application of excellent communication and problem solving. Committed to helping all staff and students to identify and develop their own passions while becoming successful.• Created powerful and compelling curricula for Business and Information Technology students and promoted an open and interactive classroom environment for enhanced learning.• Enhanced student learning by optimizing wide range of instructional approaches and innovative classroom activities. • Evaluated and revised lessons plans and course content to facilitate and moderate classroom discussions and student-centered learning. Show less

Senior Operations Business Analyst

• Aug 2021 - Nov 2022

Senior Operations Analyst responsible for developing and implementing procedures aimed at maximizing business performance and efficiency. While focusing on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence. • Conducted detailed and comprehensive business analysis by working with other BAs, IT developers, traders, financial analysts, and end-users, in order to identify system and operational requirements and improvements. • Analyzed and documented business requirements, functional requirement and business process models for better understanding of the business process. • Responsible for interpreting and presenting both business process and technical details to functional experts and developers in a way that is meaningful to each audience. Show less

IT Technician III

• May 2019 - Aug 2021

Serves as Primary Voice Network Technician for The department of Social Services while providing assistance in maintaining network designs and documentation, main point of contact with state communications systems and contracted communications vendors for both data and voice statewide networks, and design, implement, and troubleshoot problems with statewide Call Centers in all SCDSS Departments and functions. • Design, implement, and troubleshoot 80% of problems with statewide network and Call Centers in all SCDSS Departments and functions to include consulting with other technical staff for resolution. • Responsible for installing, maintaining and monitoring Cisco routers and switches Develop systems and network configurations including backups and disaster recovery Assisted in the implementation of an ERP software by evaluating different departments needs and uses. • Provided second level on-site end user support in the areas of LAN, PC, Windows 2000/NT servers, Windows 2000 and Windows XP workstations (hardware/software), and network printing. Show less

Service Desk Specialist

• Oct 2018 - May 2019

Play an integral role in communication information systems integrity and reliability in support of 3,000 users. Maintain NIPR, SIPR, and Centrix systems across a multi-national user population and respond to rapid notification and VIP issues. Advise users and information management users on proper hardware/ software utilization, installation, and user permissions. Update anti-virus and confirm software applications authorizations in adherence to organizational protocols. Perform remote installations, manage workstations, switch connectivity tests, and set up Cisco VoIP phones. • Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. • Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems. While guiding client through corrective steps; escalating problems to second level; tracked status of problems and solutions. • Routinely exceed call-handling goals, closing an average of 60 calls daily (25% above quota) with a 75% first-call resolution ratio and an average talk-time of 5.5 minutes -- well below 7-minute goal. Show less

Information Technology Specialist (System Admin/Helpdesk Technician)

• Jan 2017 - Nov 2018

Reliable IT Help Desk Technician who is technically certified in several popular operating system and productivity software platforms. Adept at analyzing and solving customer problems assisting in executing company IT projects and performing IT training sessions for personnel.• Create, update, and monitor system compliance for over 500 users with policies governing communications security, Internet and email usage, access control, and incident response.• Knowledge of remote desktop connections, peer to peer file sharing and other applications associated with remote IT assistance for over 200 users.• Support a large enterprise desktop deployment with the older computers while imaging approx. 700 workstations from Windows 7 to Windows 10. Show less

Information Technology Specialist (Network Engineer)

• Jan 2015 - Jan 2017

Network Engineer with more than 3 years of increasing responsibilities in technical leadership, computer technology, and business-critical management. Expertise in networking concepts, TCP/IP protocol, and network security; knowledge of firewall setup and administration, VPN, bandwidth management, and quality of service. Proven diagnostic abilities with attention to detail and ability to work effectively in a fast.•Restored and/or upgraded Cisco hardware using telnet and other application tools for local and remote configuration and troubleshooting resulting decreasing downtime by 82%.• Performed daily function of Cisco equipment lifecycle: receiving, part identification, testing, RMA, upgrade, configure, storage, and deployment.• Monitored the network in order to identify any irregularities in user activity and provide quality documentation that improved network efficiency by 98% and reduced critical application down time by 85%. Show less

Information Technology Specialist (System Admin/Helpdesk)

• Mar 2013 - Jan 2015

Dedicated helpdesk professional currently providing technical support in a 450 user environment. Skilled problem-solver able to communicate with users at all levels of technical proficiency. Troubleshoot, resolve and document user help requests for desktop, laptop, mobile, network and peripheral problems.• Supervised Tier 1 network, server and mainframe support as well as customer support, including problem ticket documentation, on-call assistance and problem escalation.• Developed and launched enterprise-wide software-distribution system delivering automated software updates remotely to over 820 desktops and devices on the network.• Inventoried and managed printers, desktops, laptops, cables, hard drives, and monitors for repair programs valued in over $1M. Show less