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Professional Summary
Skilled Information Technology Specialist with over 20 years of experience as an Information Systems Coordinator in Customer Support Services. A team player in providing acquisition support of hardware and software to enhance productivity or introduce new systems to fulfill customer requirements. An eager and fast learner with expertise driving initiatives in troubleshooting desktop computers and mobile devices. An independently information technology specialist task with configuring and testing hardware to meet security requirements for enterprise integration. A seasoned professional who maintains technology skills to support customers with network services and desktop application support. A System Analyst with over 8 years of experience assessing, and advancing systems to align with customer demands, organizational goals and mission.
Skills
Customer service
Information systems improvements
IT systems implementation
Technical Consulting
Troubleshooting
Data collection and analysis
Device configuration
Hardware installations
Asset Management
Computer Security
Work History
05/2020 to CurrentInformation Technology SpecialistSpringfield Local School District | City, State,
Resolve customer integration of unique hardware and software to support research and data collection using both wired and wireless media. Assist customers by providing documentation using easy to understand language for workarounds/procedures to troubleshoot common computer problems or technical issues, thus empowering the customer to perform user troubleshooting methods and building user confidence. Customer Support: 100%
Install and configure Microsoft Office 365 Mobile apps for enterprise services. Perform device administration of enrollment, device account reset, device retirement, and remote wipe to support security of user information. Troubleshoot mobile device problems to restore mobile services. Perform upgrade of mobile apps and mobile operating system to maintain device within the cyber security framework. Device Migration and Support rate: 100%
Troubleshoot desktop applications or computer related problems, using a phase approach establish a theory to test and identify problem, ??? work on this whole thing.
Using image deployment tools, install and configure operating system to support desktop/laptop operations. Run PowerShell scripts to setup network share drives and printer services, provide user assistance on the accessing of government applications to support the onboarding of new customers. Customer Satisfaction rating: 100%
Provide customer training or assistance in meeting expectations of computer and network services using remote desktop support software or Virtual Private Network (VPN) services to establish secure communications to enterprise resources while teleworking from a remote location. Personnel Trained: 100%
06/2011 to 09/2019Information Technology SpecialistSpringfield Local School District | City, State,
Successfully performed assignment of desktop support technician by providing first-line support in resolving all technical issues; resulting in 95% uptime of all computers
Troubleshoot software errors and hardware malfunctions by performing troubleshooting analysis to isolate root cause. Document testing and analysis to develop solution to correct errors or malfunction, thus maintaining 98% computer readiness
In performance of Telecommunications Support Officer, process telecommunication request for landlines and mobile devices. Provide detail statement of work of telecommunications services, complete post work verifications to finalize work to achieve customer satisfaction rate of 100%
Routinely perform monthly audit of cellular services statement. Identify and resolve all outstanding transactions or billing to maintain business standards or guidance in support of telecommunication services plan and to achieve 100% audit rate
Account for all computers, mobile devices, and communications equipment, perform monthly physical inventory to achieve 0% loss of government property
Provide customer assistance in setup and configuration of software automation. Troubleshoot communication equipment to diagnose and repair hardware for operational use or business presentation to large audiences, thus maintaining 95% customer service rating
Deploy network Multi-Function Device (MFD), install and configure MFD device for network printing/scanning services to support users on enterprise scale or via VPN services
Provide easy instructions on secure scanning of documents. Demonstrate step-by-step instructions and hands-on training of installation of desktop printer to support all printing/scanning requirements (100%)
Install Virtual Private Network (VPN) software to support users that are on temporary assignment or in remote locations. Configure VPN connection profiles to allow easy use and secure connection to enterprise network and resources. Teach and provide easy step-by-step instructions in proper use of enterprise VPN software. Personnel trained (100%)
Apply technical education and experience to systematically identify enterprise wide or local issues. Resolve all technical problems, or escalate trouble ticket that are out of scope of administrative authority, resolution and processing of trouble tickets completion (100%)
Train and mentor users in operating systems and computer applications to increase productivity and to empower users in developing innovative ways to expedite data processing, therefore, increasing document completion and processing by 50%
04/1995 to 05/2011Information Technology SpecialistSpringfield Local School District | City, State,
Successfully managed data center and maintained 98% uptime.
Configure, manage and provided Web hosting services for organization Web application in support of logistics program.
Install, configure, enterprise database for record transaction and data retention, thus reducing paper processing by 60%.
Database Administrator, configures and manages database security, develop database backup and restoration procedures and reducing restoration time by 80%.
Information Systems Coordinator, first line of support in troubleshooting desktop computers, hardware, operating system, and desktop application, reduced trouble tickets by 90%.
Train and mentor employees in web development and programming using Dot-Net, JavaScript, Cascading Style Sheets, and Structured Query Language to successfully develop and publish web applications.
Prepared information systems for accreditation by performing security scans and analysis to identify and mitigate threats and weaknesses, performed server hardening using Security Technical Implementation Guide. Preparation resulted in information system being accepted and processed for accreditation.
Server as Responsible Officer for computer property inventory, successfully accounted for all property items with zero lost in inventory.
Education
Expected in 08/2015Bachelor of Science | Information Technology, Business AnalyticsUniversity of Phoenix, Tempe, AZGPA:
Certifications and Training
CompTIA - Security+
Security Requirements Guide (SRG) Training, 2019
Security Technical Implementation Guide (STIG), Training 2019
Telecommunication & System Coordinator Training, 2019
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