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Albert Quivis 10
- 1. Albert Quivis Active Secret Clearance DOD Clearance USDA Cell 703-597-6829 albertquivis@hotmail.com 12842 Cara Dr Woodbridge, VA 22192 OBJECTIVE: Self-motivated,interpersonal anddynamicresultdrivenprofessionwith7+ yearssystems managementexperience intelecoms,helpdeskandmail roomsupervisor.A self-starterwho managesmultipleprojectsandworkswell underpressure.A strongleaderwithexcellent communicationandcustomerserviceskills. EDUCATION AND CERTIFICATIONS: NorthernVirginiaCommunityCollege BusinessManagementandEnglish Rockwell ElectronicCommerce SpectrumCall CenterAdministrator 1980-1982 Associate Degree 3Soft USA: MCSE Course A + certificate,Completed2000 COMPUTER APPLICATIONEXPERIENCE: Adobe Acrobat WindowsServer2003 Call CenterInformationSystem(CCIS) Active Directory MicrosoftPhotoDraw NetworkSecurityAdmin MicrosoftOffice,Excel,AccessNetwork SecurityDesign MicrosoftOffice PowerPointNetworkInfrastructure VisioTechnical andProfessional WindowsXPProfessional, Rockwell Convergence3.7/3.10 Windows7Rockwell Total Recall Reports Rockwell ConvergenceDeskSet Seagate Crystal Reports6/7 PROFESSIONALEXPERIENCE: I3 IntegrationInternational Inc. Client:Fannie Mae Tier 2 Tier3 Service Desk Technician April 2015-July 2015 Supporta robustMicrosoftbasednetworkrunningXP,Windows8and Microsoft OutlookServer,PC,MACandLaptop expertise neededtoperformthe dutiesof this position Receivingassets,movingequipmentwithinand/orbetweenfacilities,staging equipmentforbuild/image activity,interviewingclientsaspartof pre-deploymentasset discovery,executingequipmentreplacementactivity,updatingassetmanagement systemtoreflectworkperformed,monitoringdailyactivity,installingandmaintaining PC hardware andsoftware,troubleshootingnetworkusage andcomputerperipherals,
- 2. Performsystembackupsanddatarecovery, resolvenetworkcommunicationproblems independently,e-mail administration,diskcapacitymonitoringandnetworksecurity, preparingassetsfordisposition,otheradministrative duties Client:KaiserPermanente (ApexSystemsInc) Tier 2 Service DeskTechnician April 2014-April 2015 Supporta robustMicrosoftbasednetworkrunningXP,Windows7,Active Directory and Lotus Notes Server,PC,MACandLaptopexpertise neededtoperformthe dutiesof this position Receivingassets,movingequipmentwithinand/orbetweenfacilities,stagingequipment forbuild/imageactivity,interviewingclientsaspart of per-deploymentassetdiscovery, executingequipmentreplacementactivity Updatingassetmanagementsystemtoreflectworkperformed,monitoringdaily activity,installingandmaintainingPChardware andsoftware,troubleshootingnetwork usage and computerperipherals,performsystembackupsanddatarecovery,resolve networkcommunicationproblemsindependently,e-mailadministration,diskcapacity monitoringandnetworksecurity,preparingassetsfordisposition,otheradministrative duties Activitymayalsoinvolve transportingequipmentusingavehicle providedbysupplier/ contractorbetweenmultiple facilitieswithinanassignedservice area,asdirectedbyan IT representative. Client:WMATA(Software InformationResource Corporation (SIRC)) Tier 3 Service DeskTechnician August 2012-March 2014 Scanned,taggedandrecordedincomingcomputerequipment. Processedpaperworkforincoming computerequipment. Oversawimaging,delivery,storage andremoval of computerequipment. ScannedandgeneratedPTRformsforsurplus equipment. Assistedoffice crewinpaperwork,copyingandlabel generation. Get the IP addressof printerof All network printersprintaconfigurationsheetwhich will listbasicinformationaboutthe printeralongwiththe currentnetwork configuration. Enter the IPAddressandenterthe DomainControllerHostName qualified Serve asthe primaryinterface forcustomersto call if theyhave apost-deployment ConductinterviewsfornewXerox printers Respondedtotelephone callsemailsandpersonnelrequestsfortechnical desktop support.Track and monitorsthe problemtoinsure atimelyresolution As inventoryspecialistEnsure thatall assetsare accountedforinthe assetmanagement trackingsystemforWMATA Maintaininventoryof equipmentinwarehouseusing Microsoftexceland Microsoft access.Assistindevelopingmethodologyfortrackingactivityperformed. I Work with Resource ManagementandBaselineteamstodeploy/moveequipmentfor selectedSpecial Projects
- 3. Client:WorldBank (Data Sol/Ciber) Tier 1/Tier 2 Service Desk Technician February 2012-August 2012 Oversee the installationprocesses,including,butnot limitedto,the receipt,setupof equipment,anddeliveryof equipmenttousersite forthe deploymentteam.Perform weeklyverificationsof inventoryandprovide seniorcustomerinterface Assiststhe installationteamincoordinatingthe receiptof equipmentanddeliveryof equipmenttothe installationsite Coordinate/receive/inspectequipmentandimaging fromthe stagingarea Schedule returnstothe stagingarea Performqualitychecksonall equipmenttoensure equipmentisproperlytaggedwith bar codesand/orlabelsandthatthe correctconfigurationsare providedtothe deploymentlocation Developthe schedule forthe WorldBankinstallationteam, inconjunctionwith liaisons and assignedresources Serve asthe primaryinterface forcustomerstocall if theyhave apost-deployment problem Conductinterviews Updatedinformationinthe WorldBank Systemtoensure thatthe correctbaseline and applicationsare placedonthe new userCPU Professional Level Knowledge of VistaandWindow 7 Operating System. Client:International MonetaryFund (Spherion/Technisource) Tier 1/Tier 2 Service Desk Technician July 2011-September2011 Coordinate computerinstallation/relocationeffortandverifyall componentsfunction properlybefore completionof associatedworktickets. Familiaritywithvarioustypesof computerandtheirperipherals.Attentiontodetailand organizationskillsare anecessary. Abilitytocommunicateverballyandwrittenformisrequiredasare strongCustomer Service skills.Computersystems ComputersystemsOperationalleadexperience.Installingcomputersystemsintoalarge LAN/WAN environment.Professional Level Knowledge of Window VistaOperating System.Operationalandfunctional teamleadsforcomputerequipmentrelocation operation. Teamorientedindividual responsible forall groupschedules,special projectinstallations and relocation. Work withResource Management andBaseline teamstodeploy/moveequipmentfor selectedSpecial Projects. Updatedinformationinthe Remedyticketing Systemtoensure thatthe correctbaseline and applicationsare placed
- 4. Client:Departmentof Agriculture (Blue Fin/MicroTech) Tier 1/Tier 2 Service Desk Technician August 2010-May 2011 Tier1/Tier 2 analystsinitial responderstoall FASemployee service deskrequestare primarilyresponsible forassuringthe FASemployee hasapositive service desk experience Tier1/Tier2 analystsresponsiblefordatacollection,evaluationandanalysisthe problem or issue allowsforquickerresolution. Accurate identificationof problemtoappropriateof aproblemorresources,Thisalso assistsinthe accurate and efficientdistributionof workamongstteammember. TierI/Tier2analyst,thenremediationof the problemwill proceedtoresolution. However,if the problemorissue requiresexpertise beyondthe TierIanalystsability,the issue mustbe escalatedtoeitheraTier3 Service Deskanalyst,ora specialistonone of the service teams. Updatedinformationinthe Remedyticketing Systemtoensure thatthe correctbaseline and applicationsare placed ProfessionalLevel Knowledgeof Window XPand 7 OperatingSystem. Client:SmithsonianInstitution(McNeil Technologies) SeniorCustomerSupport Specialist December2009-July 2010 Oversee the installationprocesses,including,butnotlimitedto,the receipt,setupof equipment,anddeliveryof equipmenttousersite for the deploymentteam.Perform weeklyverificationsof inventoryandprovide seniorcustomerinterface Assiststhe installationteamincoordinatingthe receiptof equipmentanddeliveryof equipmenttothe installationsite Coordinate/receive/inspectequipmentfromthe stagingarea Schedule returnstothe stagingarea Performqualitychecksonall equipmenttoensure equipmentisproperlytaggedwith bar codesand/orlabelsandthatthe correctconfigurationsare providedtothe deploymentlocation Develop the schedule forthe McNeil installationteam, inconjunctionwithgovernment liaisonsandassignedresources Serve asthe primaryinterface forcustomerstocall if theyhave apost-deployment problem Conductinterviews Updatedinformationinthe HEATSystemtoensure thatthe correctbaseline and applicationsare placedonthe new userCPU Professional Level Knowledge of Widow XPand7 OperatingSystem.
- 5. Trawicks & Associates Client:Patentand Trademark Office (USPTO) FieldTechnician/Deployment August 2006-November2009 Coordinate computerinstallation/relocationeffortandverifyall componentsfunction properlybefore completionof associatedworktickets. Resource ManagementandBaseline teamstodeploy/move equipment forselected special project. Coordinate movementof equipmenttoinclude transportationanddeliverybetween USPTOlocationsandupdate application. Installing/MovingPTOrelatedPCbasedequipmentincludingkeepingspecial project teamsknowledge currentinregardstohardware andsoftware. Complete workstationsand/orremoval andsurplusensure thatthe workticketis completedandresolvedtothe userssatisfaction. Assistinkeepingqualitycontrol of assetsinandoutof workareasverifywithcustomer that the jobwas completedsatisfactorily. SystemsIntegration,Inc Client:Patentand Trademark Office (USPTO) Helpdesk Specialist June 2000-February 2006 Provided desktopsupporttoUSPTOcall centeragentsonvarietyof issue,dealing witha Rockwell AutomaticCall Distributor(ACD),computersandvariousprinters problems. Identified,researchedandresolvedtechnicalproblemsforthe aforementioned Enterprise Call Center(ECC) Respondedtotelephone callsemailsandpersonnelrequestsfortechnical support. Track and monitorsthe problemtoinsure atimelyresolution.Installed,tested, repairedandmaintainedtelecommunicationsequipmentandvarioustypesof cabling Providedproblemandresolutionreports,completedrequestsfornew service, determinedappropriateness of moderate equipmentchangesormodifications,call switches,testtrunksandinstallscommunicationcircuits.Assignedandmaintain userloginaccountsforthe telecommunicationsystem Assistedinthe preparationof documentationof all ECCHelpdeskoperationsand logical call flows.Performedperiodicauditsof call flowsandupdated documentationmodifications.Monitoredreal timeandhistoricalcall center statisticsandprovidedreportsviaSe agate Crystal reports