PROFESSIONAL SUMMARY: Versatile, resourceful Senior Support Analyst with 25+ yea rs in Helpdesk, desktop, network and computer

operations, supporting over 5,000 users & dozens of applications locally at the FDIC and nationally for The Americ an Red Cross. Possesses solid expertise in network administration, system upgrad es/migrations, MS Access database development and Business Objects report creati on. * Committed to responsive user services, approaching all support issues with pat ience, flexibility, a sense of urgency and a soothing desk-side manner. * Exceptional ability to research, analyze and translate complex technical infor mation to diverse users at all levels. * Keen aptitude for both learning and applying new concepts quickly. * Solution-oriented contributor, skilled at leveraging technology to increase ef ficiency, reduce operating costs and improve productivity. TECHNICAL Platforms: Windows XP/2000/NT/95, UNIX/AIX SKILLS Databases: MS Access, MSSQL, Oracle Networking: Token Ring, Ethernet Software: MS Office Suite, SalesForce, Siebel, PeopleSoft, Clarify, Business Obj ects, Remedy, TT6000, HEAT, Oracle Data Browser, Starstream, WordPerfect, Lotus, McCormack & Dodge, Saddlebrook, McCracken, SQL, Time Control, MOSS 2007 PROFESSIONAL American Red Cross 8/2005 - Present EXPERIENCE System Analyst II Provide Tier 2 support for corporate and chapter applications for nationwide cha pter locations as well as foreign Service-to-Armed-Forces (SAF) stations. Accept and handle Tier 2 application support cases. Key Accomplishments: * Taken a lead role on the team to streamline processes, maintain applications a nd databases. * Created and maintained all Point-of-contact (POC) information used by the team for approval of support requests from chapters and the field units as well as N ational Headquarters (NHQ). * SharePoint lead allowing our team to take over tier 2 support of SharePoint. * Teach SharePoint Coordinator classes. * Serve as application SME for several applications. Environment: Windows XP, Windows 2000, MS Office Suite, Clarify, ATLAS applicati ons, which include Human Capital Management System (HCMS), Client Assistance Sys tem (CAS), Learning Management System (LMS), Web Intelligence (WebI), MOSS 2007 Edge Professional Services 03/2005 8/2005 Consultant 4 months Client: American Red Cross Provide Tier 2 support for corporate and chapter applications. Supply management reporting to include graphs, charts, and spreadsheets from ATLAS applications, Clarify, and Time Control. * Accept and handle Tier 2 production support cases. * Serve as System Administrator for Time Control application. * Run scheduled and Ad Hoc reports. Key Accomplishments: * Gathered Time Control requirements for FY06 from management. * Set up and tested Time Control configuration for FY06. * Assisted developers in creation of SQL scripts to obtain data from ATLAS appli cations for management reporting. Environment: Windows 2000, MS Office Suite, Clarify, ATLAS applications, which i nclude Human Capital Management System (HCMS), Client Assistance System (CAS), L earning Management System (LMS), Web Intelligence (WebI) Lockheed Martin 01/2002 11/2004 Senior PC Support Analyst 2 years 11 months

Client: FDIC (Federal Deposit Insurance Corporation) Supply comprehensive desktop support to 300 end-users for approximately 100 appl ications and standard Microsoft products. * Install, upgrade and provide break/fix resolution of hardware/software issues. * Maintain inventory database of hardware assets. * Create reports for management utilizing Business Objects and Remedy. Key Accomplishments: * Produced metrics reporting for management, effectively measuring compliance wi th service level agreement. Allowed Lockheed to receive thousands of dollars in quarterly bonuses by meeting a contract incentive. * Contributed to smooth migrations from Windows 95 to Windows XP client desktops and from Windows NT to 2000 server. * Resolved all client issues to a 100% satisfaction level; recognized as top per former in the DC region. Environment: Windows XP/2000/NT/95, MS Office Suite, Business Objects, Remedy Titan Systems Corp. & ACS GSG 07/1998 01/2002 Information Management Specialist 4 years 6 months Client: FDIC (Federal Deposit Insurance Corporation) Major technical resource to 600 end-users within a business-critical Windows env ironment. Provided extensive reporting and handled complex conversion and migrat ion projects. Key Accomplishments: * Self-taught and mastered Business Objects in order to create reports for recon ciliation and IT equipment inventory. Reduced database errors and inaccuracies b y 75%. * Smoothly converted 1500 desktops on the network spanning 2 buildings from Toke n Ring to Ethernet protocols * Performed a technical refresh to deploy 285 new desktop PCs, increasing perfor mance by 200%. Environment: Windows NT/95, Token Ring, Ethernet, MS Office Suite, Business Obje cts PRIOR EXPERIENCE: From 1986-1988, held computer operator & data with Perpetual Savings Bank.; 1988-1996, held Computer Operator ialist positions with Citizens Savings Bank; 1996-1997, Interim First Baptist Church of Gaithersburg; 1997-1998, Help Desk Team Engineer positions with Statistica, Inc. entry positions and Systems Spec Tech Support at Lead and System

EDUCATION Strayer University B.S., Computer Information Systems, completed CERTIFICATIONS MCTS- SharePoint