BASIC REQUIREMENTS: I am a U.S. citizen. I possess a master's degree in Information Technology. I am able to obtain and maintain an Information Assurance Level I/II/III Certification. I am able to obtain and maintain a Top-Secret Security Clearance. I am fully vaccinated against COVID-19.
SUMMARY OF QUALIFICATIONS: I am a results-oriented, high-energy IT professional with more than seven years of experience in the field of information technology as an IT Specialist with several high-technology companies. I am accustomed to working in a fast-paced environment while managing over 13K tickets yearly. I maintain a high level of commitment in problem-solving, staff support, and planning/implementing proactive procedures and systems to avoid problems and resolve issues. I have a successful career record of managing, configuring, and supporting business hardware and networks as well as end-user software and desktop applications.
SPECIALIZED EXPERIENCE : I qualify for the GS-12/13 grade level of this position. I have at least the next lower grade level or pay band in the Federal service or equivalent experience in the private or public sector as follows: 7 years of experience resolving customer problems by integrating, researching, and evaluating configuration issues with applications and desktop configurations. I qualify for the GS-11 grade level of this position. I have at least the next lower grade level or pay band in the Federal service or equivalent experience in the private or public sector as follows: 09 years of experience instructing, assisting, troubleshooting, and monitoring web-based applications. 7 years of experience documenting and updating tickets. 7 years of experience providing technical advice and assistance to customers. I qualify for the GS-07 grade level of this position. I have at least the next lower grade level or pay band in the Federal service or equivalent experience in the private or public sector as follows: 7 years of experience assisting and researching customers' issues with applications and desktop
KNOWLEDGE, SKILLS, AND ABILITIES Expert ATTENTION TO DETAIL: I am thorough when performing work and conscientious about attending to detail. Advanced CUSTOMER SERVICE skills - I work with clients and customers (the general public, individuals who work in the agency, other agencies, or organizations outside the government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations. I know about available products and services. I am committed to providing high-quality products and services. I anticipate and meet the needs of both internal and external customers. I am committed to continuous improvement.
EXPERT ORAL COMMUNICATION SKILLS: I express information (ideas or facts) to individuals and groups effectively, taking into account the audience and nature of the information (technical, sensitive, controversial). I make clear and convincing oral presentations. I listen to others effectively, attend to nonverbal cues, clarify information as needed and respond appropriately.
ADVANCED PROBLEM SOLVING SKILLS: I identify and analyze problems and determine accuracy and relevance of information. I use sound judgment to generate and evaluate alternative solutions, and to make recommendations.
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