Possess over 25 combined years of Federal Government Information Technology experience, managing, implementing, analyzing, processing, and resolving hardware/software requirements to meet the rapidly changing needs of federal government agencies. Information Specialist adept in researching scientific and technical information requests. Resourceful, energetic and results-oriented multitasker. Strong data collection, analysis and reporting skills. Interprets and relays highly technical information to various audiences while maintaining integrity of data and findings. Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyze data, ensure security, organize and classify, maintain records and contribute to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement. Detail-oriented Computer Technician with 20+ years of high-quality technical service experience in large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing full range of desktop, laptop, multifunction printers, Microsoft Office products, Blackberries and Remote Support Tools.
- Army
- Hardware
- Customer service
- Customer support
- Delivery
- Government
- Human Resources
- Team lead
- Windows
- Migration
- Promotion
- Service level agreement
- Desktop support
- Technician
- End-user support
- Security protocols
- Hardware installations
- LAN protocols
- Software updates
- Excellent interpersonal skills
- Industry needs awareness
- Company policy adherence
- Problem-solving skills
- Data Collection
- Operations management
- Project Management
- Employee training and development
- Task Prioritization
- Device configuration
- Advanced computer proficiency
- Key process development
- Document review
Month Year Degree Title, School It's okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too. Month Year Degree Title, School It's okay to brag about your GPA, awards, and honors. Feel free to summarize your coursework too.
- Member of University of Maryland Global Alumni
- Professional development completed in Leadership and Conflict Resolution
- Elected Captain of Non-Commissioned Officer Flag Detail
- Graduated in Top 10% of Class
- Professional development completed in Basic Leadership
- Awarded B.S. Degree Certificate
- CompTIA Security+
- CompTIA A+
- Lean Six Sigma White Belt
- Basic IT Infrastructure Library (ITIL)
Roosevelt, UT, 10/2004 - Current
- (IT) U.S. Army
- Army Human Resources Command of Excellence Fort Knox, kENTUCKY 40 hours: wEEKLY Information Assurance Technical Level II customer service support technician providing desktop support to over 45,000 Department of Defense (DOD) civilians, contractors, soldiers and officers.
- Provide deployment, delivery, and configuration of all commercial and government off the shelf software.
- Lifecycle, mitigate vulnerabilities, diagnose and implement hardware resolutions of classified and unclassified desktop and mobile systems.
- Track and submit all service level agreement incidents through BMC Remedy 9.1 user level software.
- Accomplishments:.
- Selected to provide direct support to the DA Secretariat Promotion board staff and candidates.
- Selected to monitor, track, and perform Windows 1809 migration to the command.
- Performed duties as the Assistant Team lead in the absence of the Primary team lead.
- Trained and mentored three Desktop support technicians who all received monetary recognition as a result of their excellent customer support and technical knowledge.
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Lakewood, WA, 02/2002 - 10/2004
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
- Configured new employee work stations, including all hardware, software and peripheral devices.
City, STATE, 10/2001 - 02/2002
- Broke down and evaluated user problems using test scripts, personal expertise and probing questions.
- Monitored systems in operation and input commands to troubleshoot areas such as Legato and UNIX Time-Sharing Option systems.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Removed and replaced malfunctioning components to correct hardware problems.
- List your strengths relevant for the role you're applying for , List one of your strengths List one of your strengths List one of your strengths List one of your strengths
- Member, Society for Human Resource Management, 2020
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School Attended
- University of Maryland - College Park
- Harold Washington City College of Chicago
- U.S. Army Command And General Staff College
- U.S. Army Computer Science School
- University of Maryland - College Park
Job Titles Held:
- Information Technology Specialist
- Senior Help Desk Analyst
- Computer System Operations Technician
Degrees
- Bachelor of Science
- Associate of Arts
- Bachelor of Science
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