EXPERIENCE:
January 2004 - Present
Terrapin Systems
Computer Analyst
  • Provided onsite and telephone IT support to various high-level offices, administators, research staff, and the Director.s office at the National Cancer Institute.
  • Managed the National Cancer InstituteÍs Macintosh software, documentation, and support database; led the NCI Mac Team which was responsible for escalations, keeping a software library, and training staff.
  • Supported all versions of Microsoft Windows and MacOS; some versions of Linux and assisted with IT security measures like worm/virus/spyware network defense, workstation management, PKI and secure email, and client education.
  • Configured and maintained networked printing, scanning(to desktop), and faxing services on a variety of proprietary technologies, from Canon to HP to Xerox over NDS, NDPS, AppleTalk, and IP.
  • Worked with and configured Microsoft Exchange clients on a Novell network, utilizing network storage and Zenworks application delivery systems.
  • Supported and maintained the NCI network infrastructure, including the local high-speed wired and encrypted wireless 802.11b network, building RAID server storage, troubleshooting LAN connectivity, and blade/router maintenance.
  • Supported an array of specialized and proprietary utilities and tools, including but not limited to Microsoft Office, dtSearch, Adobe Acrobat/Elements, various web browsers and email clients on multiple platforms, RIM Blackberries, Handspring Treos, Palm and PocketPC PDAS.


2002 - 2004
University of Maryland at College Park
IT Support Coordinator
  • Orchestrated IT initiatives and managed projects, composed proposals and documentation, and examined and tested new technologies.
  • Piloted IT security initiatives, eliminated viruses and worms, trained users in personal and enterprise security issues and technologies.
  • Performed IT support and consulting for the University Community (over 30,000 users), periodically supervising a staff of 20.
  • Supported all versions of Microsoft Windows, MacOS, and Sun Solaris.
  • Supported a campus wide high speed wired and 802.11b wireless network over TCP/IP, Novell Netware, Windows networking.
  • Aided clients in configuring desktops, servers, and laptops for use on the campus network and supported and performed troubleshooting for them.
  • Supported an array of productivity software and utilities, including but not limited to: all versions of Microsoft Office, Adobe Acrobat, Photoshop and Pagemaker, Internet Explorer, Netscape(all ver), Mozilla, Microsoft Outlook/Oulook Express, Eudora, Entourage, etc.


June 2002 - August 2002
Absolute Quality, Inc.
Macintosh Technical Support Representative
  • Provided comprehensive support and troubleshooting for all Apple Macintosh hardware and Apple software, including iMacs, iBooks, Powerbooks, eMacs, PowerMacs, MacOS(all ver), iLife, OS X Mail, Macintosh networking, etc.
  • Participated in AppleÕs Applecare training for Macintosh support.
  • Worked in a call center team of 30 technicians, following support procedures and maximizing customer satisfaction and first-call resolution of issues.


1999 - 2002
University of Maryland at College Park
Undergraduate Computing Consultant: OIT Helpdesk
  • Worked on a HelpDesk supporting the University Community of 30,000 users.
  • Supported all versions of Microsoft Windows, MacOS, and Sun Solaris
  • Supported a campus wide high speed wired and 802.11b wireless network over TCP/IP, Novell Netware, Windows networking.
  • Aided clients in configuring desktops, servers, and laptops for use on the campus network and supported and performed troubleshooting for them.
  • Supported an array of productivity software and utilities, including but not limited to: all versions of Microsoft Office, Adobe Acrobat, Photoshop and Pagemaker, Internet Explorer, Netscape(all ver), Mozilla, Microsoft Outlook/Oulook Express, Eudora, Entourage, etc.


SPECIAL SKILLS AND CERTIFICATIONS:

  • Apple Certified Help Desk Specialist (ACHDS)
  • CompTIA A+ and Net+ Certified
  • Certified as a Local Registration Authority (LRA) working with Public Key Infrastructure (PKI) secure email initiatives
  • Unix, Linux(various distributions), Sun Solaris, and hardware running these operating systems
  • Microsoft Windows(all ver), Apple MacOS(all ver), and hardware running these operating systems
  • IT Security software: Nessus, Ethereal, Retina, NeoTrace, Snort, Expose, LANguard NSS, Fport, Netstumbler, AirSnort, ZoneAlarm, various antivirus and firewall software packages.
  • Graphic and Web design tools: Adobe Photoshop(all ver), Pagemaker(all ver), Illustrator(9), Macromedia Dreamweaver(4, MX)
  • Web Design: Designed several content-rich websites and accompanying graphics using various CMS and design tools and/or by hand
  • Network and systems administration, including Novell Netware and ZenWorks Desktop Manager


EDUCATION:
2003 - 2006
University of Maryland, University College
  • Masters of Business Administration
1997 - 2002
University of Maryland at College Park
  • B.S., Physics
  • B.S., Astronomy


INTERESTS:

Radio(on-air and internet), gaming, music, politics and current events, new technologies, medicine and health.