Sheeba Ann Chacko

13021 Raintree Terrace

Silver Spring, MD 20904
1-240-581-2293
sc749886@westpost.net
Several years of professional technology consulting experience responsible for l
eading, managing, and designing the application architecture and infrastructure.
The ability to effectively deliver custom solution development, implementation
of various projects, and the package of product selection for numerous organizat
ions. Solutions-focused, team oriented Senior Technical Support Analyst with br
oad-based experience and hands-on skill in the successful implementation of high
ly effective helpdesk operations and the cost-effective management of innovative
customer and technical support strategies. Proven ability to successfully analy
ze an organization's critical support requirements, identify deficiencies and po
tential opportunities, and develop innovative solutions for increasing reliabili
ty and improving productivity. A broad understanding of computer hardware and so
ftware, including installation, configuration, management, troubleshooting, and
support.
TECHNICAL SKILLS
* Applications and Operating Systems including MS-DOS 6.2, Windows 3x, Windows 9
5/98/00/XP/2003/2007(Professional & Server), Macintosh OS 10 and Microsoft Works
Suite 2000. Web Hosting software such as Dream weaver, FrontPage, Flash and Fir
eworks. Adobe Photoshop and Illustrator/ Adobe Design Standard CS3
* E-mail applications including Outlook Express, Netscape, IE 4+ / Web Browser
s
* UNIX knowledge including shell-scripting commands
* PC Anywhere / VNC / Terminal Services / Net Meeting applications / FTP / Norto
ns / Symantec/Hardware Installation / PC Builds./ VISIO 2007/MS Project 2007/ Pr
imavera V5.0/ Prism5.1/ Numera Track-it Software (ticketing System)/ Bentley Mic
rostation V8 XM Edition/ AutoCAD LT2009/ Cisco Systems VPN / Opentext (Livelink)
/RUMS Application/ Citrix Presentation Server 4.5
EXPERIENCE
PMSS, Vienna, VA 8/07 - Present
Sr. IT Specialist/ OpenText Administrator/ Application Developer
* Currently serving as the primary point of contact for the resolution of deskto
p/workgroup-related problems in a 150 + user environment.
* In charge of maintaining the Microsoft Active Directory Users and Groups manag
ement, in addition to but not limited to preserving machine and server profile a
nd access permission configuration.
* Led the solution architecture design for Phase I and II of the project.
* Responsible for OpenText system administration which includes the following du
ties: OpenText and AD server integration, OpenText folder permission configurati
on, OpenText category configuration, management of documents and records, config
uration, deployment and testing.
* Developed OpenText Workflow for user groups relating to documents received fro
m the specific individual.
* Retrieved specific information by implementing and creating a file structure t
o index the document content.
* Provided Livelink administration, implementation and configuration of software
, as well as being responsible for help desk support, and analysis of Livelink.
* Involved with the design and testing of Livelink explorer, and dealt with clie
nt uploading of files.
* Responsible for working with LiveReports.
* Designed and regulated documents for review and approval of workflow. The work
flow is responsible for handling the various aspects of the regulated document l
ifecycle, from the creation, through the modification and to eventually being ob
solete.
* In addition, also being responsible to maintain and be compliant with regulati
ons, standard operating procedures, and policies.
* Created permissions for users to see group related collaborated information.
* Lead architect and a member of an ECM solution selection committee for the pro
ject.
* Responsible for evaluating, leading ECM solutions, providing strong points and
limitations of the vendor solutions, in order to correspond them to the solutio
n requirements.
* Preparing for Computer set-up (hardware and Software) , Operation System and A
pplication installation and troubleshooting
* Assisting and troubleshooting Computer Problems - Hardware and software.
* Identifying and troubleshooting Blackberry problems.
* Responsible for troubleshooting Client IT problems and determining a solution
for any occurrence.
* Administered the Installations of Hardware and Software throughout the company
.
* Generated and completed various Visio Floor plans for the organization.
* Network Drop Configuration and VPN account management
* Responsible for writing and maintaining the IT Manual and associated forms.
* Worked in designing, configuring and deploying server-based file application k
nown as Track-it Application Administrator.
* Responsible for completing the orientation process of Microsoft Office 2007 an
d OpenText Workflow, which involved one on one training for all new staff.
* Asset Management: server and desktop machine asset and inventory management, a
pplication license management and renewal.

MWAA, Washington D.C and VA 12/04- 8/07

Sr. IT Helpdesk Analyst
* Served as the initial point of contact for resolution of desktop/workgroup-rel
ated problems in a 2000 + user environment including Fire and police department
at MWAA.
* Responsible for troubleshooting, research, diagnose, document, and resolve tec
hnical issues surrounding Windows NT, Windows 2000 Professional, MS Office, e-ma
il, Internet and intranet, Web Portal connections, hardware/peripherals, through
remote assistance.
* Created document work order's for all IT related problems through Remedy Suppo
rt.
* Assisted user's with unlocking accounts, resetting passwords for the network a
nd intranet.
* Responsible for troubleshooting problems and re-provision phone devices such a
s Blackjack, Treo 750, 650 and 600 and Siemens phone, working with Cingular and
Good link.
* Created new user information, in addition to deleting users from intranet appl
ications.
* Assisted in the training of new users and employees about the IT department. T
each new users how to connect to the network and what procedures they need to fo
llow.
* Utilized Remote Assistance using Help and Support Center though Windows XP Pro
fessional.
* Installed new software to users PC through Remote Desktop.
* Prepared for the transferring and downloading files through FTP sites.
GEICO Insurance, Chevy Chase, MD 10/04- 12/04
Staff Counsel Technical Assistant
* Worked with Business Objects and CLMS (Oracle based program) which helps monit
or the progress of each case in every office, which works with GEICO.
* Responsible for troubleshooting problems, which dealt with CLMS, ability to co
mmunicate technical concepts to end users.
* Created different Universes in Business Objects.
* Worked with Managing Attorneys.
* Responsible for letter coding, which was used to create letterhead for every o
ffice which uses CLMS all over the U.S.
CT Solutions, Fairfax, VA 3/04-10/04
Business Manager/ IT Recruiter
* Assisted with HR functions, such as troubleshooting payroll and employee benef
its issues. Handle financial matters, including A/P and A/R.
* Ensure the efficient day-to-day running of all business operations and provide
confidential administrative support to the president
* Responsible for paying all expenses which dealt with contractors and subcontra
ctors
* Sourced and qualified candidates that fit the profile and requirements request
ed by our clients.
Cox Cable Company, Springfield, VA 6/01-4/03
Contractor
* Installed cable modems at the end users residences.
* Installed Ethernet cards if needs in home computers.
* Rewired the physical media to the users' home for cable internet access.
* Responsible for documenting the TCP/IP information for the customer and instal
l the software for the cable installation.
EDUCATION
2001-2004 University of Baltimore Baltimore, MD
Computer and Business Admin courses
1997-2000 Howard University Washington, DC
Computer Science