Program Support Assistant resume example with 20+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Summary
Information Manager with over 33 years of information and administrative management experience with increasing levels of responsibility. 25 years of experience with wide range of network/desktop operating systems and application software. Managed programs, projects and/or acquisition management services for enterprise-wide Information Technology (IT) planning, policy and budget execution. 10 years of experience in managing federal budget submissions/execution. 5 years of experience with facility management, security, and safety issues. Over 700 hours of in-residence supervisory and soft-skills training Excellent people skills and effective communicator. Proven ability to work difficult, time-sensitive issues/problems with outstanding results. Superb analytical ability. Areas of responsibility consistently rated excellent to outstanding on IG inspections and intermediate level inspections throughout entire working career including first three major VHA Inspections - Central Office Conditions of Participation Evaluations. Received numerous accolades by supporting comments in annual performance evaluations. Invited as a result of most recent inspection to share Access Database development ideas on a national level.
Highlights
Expert knowledge in System Development Life Cycle Management
Proficient level in Linux Red Hat OS, CISCO Router Configuration and Web Publishing with
Dreamweaver, Flash, Photoshop,Visual Basic, C++, Oracle, MySql, Java, and Php.
Microsoft Exchange, Share-Point, Office Communicator, CPRS and Vista, Web-HR,
VHA Compass Reports
Expert level in MS-Word, MS-Excel, MS-Access, MS-PowerPoint,
Windows XP, Windows 7/8
Knowledge of Enterprise Content Management, Business Process
Management and Records Management Systems
Certified in Basic Life Support (BLS)
Home Telehealth Equipment Bosch & Cardiocom
Accomplishments
Experience
Program Support Assistant, 03/2010 to Current Veterans Administration – Tallahassee, FL,
hrs per week McClellan Park VA Salary - $42,000 Provides management support assistance to NCHCS Home Telehealth (HT) Nurse Manager, Program Coordinator, 13 RNS, 2 RDs and 4 Program Support Assistants.
Developed internal processes using excel spreadsheets and access databases to collect, manipulate, and report data on a recurring basis.
One particular excel product was adopted regionally and put into use across VISN 21 to track non-responder patients and automatically calculate statistical data.
Developed Ad-hoc referral management system database to augment the processing of over 300 pending consults - backlog cleared within 60 days.
Designed patient non-responder tracking system, modeled and adopted by VISN 21.
Coordinated with BDMS personnel to download fileman reports and import data into self-developed spreadsheets and databases to provide senior leadership/decision makers with more meaningful information.
Developed/designed and maintains master access database that allows detailed tracking of over 1200 HT patients.
Took the initiate to learn a variety of Vista software applications that ultimately led to increased productivity for entire staff.
Collaborated with CLINAPS and BDMS Subject Matter Experts to get customized Vista reports to support data mining requirements.
Spent several hours of training time via lync with local experts learning how to build own Vista Ad Hoc Reports and trained others to do the same.
Working knowledge of these reports has allowed for more integration with mainstream applications.
Is extremely thorough when performing work and conscientious about attending to detail.
Assists users with desktop related issues: configurations, setup/retrieval of shortcuts, adding printers, outlook archive/retrieval and network storage of user profile.
Expresses information to individuals and groups effectively by analyzing the audience and tailoring the communication for the situation.
Also conducts user training by presenting information via Microsoft lync to demonstrate techniques and having users take turns demonstrating same.
Identifies problems; determines accuracy and relevance of information, uses sound judgement to generate and evaluate alternatives, and to make recommendations.
Professionally communicates with staff, leadership, and our patient customers, ages 35-90.
Performs over-the-phone and in-home technical support of HT technologies/platforms.
Ability to clearly communicate technical information to internal and external customers across a wide spectrum of socio-economic cultures.
Manages HT consults and wait lists.
Writes & edits service policy statements.
Primary Timekeeper - all inspections have been without issue.
Routinely plans, coordinates and organizes department-wide events, including first combined retreat with Clinical Video Telehealth staff.
Plans and organizes multiple staff moves, coordinating with multiple departments through the NCHCS Space/Move Committees.
Trained six new Program Support Assistants on HT administrative and information technology related processes.
Daily and power user of Window 7, Microsoft Office Pro, Outlook, Internet Explorer, CPRS, VISTA, NCHCS Intranet, and SharePoint.
Systems Administrator for 3 separate HT commercial vendor software sites, responsible for adding/removing users and assisting users with account login issues.
Assists staff with Vista integration issues by troubleshooting/diagnosing problem, running transaction reports, and determining level of support required to resolve problem.
Informed other Veterans with self-taught expertise of VHA/VBA benefits to help them navigate the complexities of both VHA and VBA.
Administrative Support, 2005 to 11/2009 Veracity Research Co – New York, NY,
hrs per week.
McClellan OPC - Salary: N/A paid via VA Education Programs Chapter 30 and Chapter 31.
Enrolled as full time college student during this break in employment but performed a variety of administrative support duties at the McClellan OPC to include: mail room support, info desk customer service, and IRM /O&IT administrative support.
Command Superintendent, 07/2001 to 06/2004 Department Of Air Force – City, STATE,
hrs per week Naples, Italy Salary - $90,000 Mil Grade: CMSgt (E9) Periodically accompanied the Commander on command visits, inspections, etc.
Served as the primary advisor to the Commander on all enlisted matters.
Provided senior level management with personnel promotion recommendations and overall assessment of the workforce.
Monitored the military appearance and physical condition of all enlisted personnel.
Conducted professional development battle force circulation to enlisted force.
Continually coordinated with Public Affairs and Protocol offices to foster community support and represented Command and the Dept of Defense at community outreach events.
Responsible for implementing the Service Member of the Quarter/Service Member of the year program, ensuring boards and recognition ceremonies were conducted to a high standard of excellence.
Was available to all officers, noncommissioned officers, enlisted personnel and the civilian workforce for mentorship and guidance, over 200 employees.
Staffed, wrote and revised regulations/policy statements.
Directly responsible for the health and empowerment of the NCO support channel.
Oversaw the professionalism and effectiveness of the Joint Service Color Guard & Distinguished Visitor Detail.
Managed personnel placement for 43 authorized positions.
Directly supervised 3 individuals.
Managed $300,000 internal operating budget.
Coordinated the acquisition of hardware/software to modernize enterprise computer systems.
Identifies problems; determines accuracy and relevance of information, uses sound judgement to generate and evaluate alternatives, and to make recommendations.
Is extremely thorough when performing work and conscientious about attending to detail.
Executive Superintendent, 03/1997 to 07/2001 Department Of The Air Force – City, STATE,
Executive Supt for Plans and Programs Dept Full-Time 40 hrs per week Salary - $80,000 Mil Grade: CMSgt (E9) Managed $3.2M operating budget with self-designed software tracking system.
Supervised IT contractual support for 100 end users and senior department head.
Worked with internal customers and external suppliers to help determine customer needs and staying aware of suppliers' available products and services.
Beta tested new information technology applications for future implementation.
Identifies problems; determines accuracy and relevance of information, uses sound judgement to generate and evaluate alternatives, and to make recommendations.
Is extremely thorough when performing work and conscientious about attending to detail.
Department representative to Knowledge Management IT Process Improvement Team.
Collaborated with end users and commercial vendors to both define and meet end user requirements for enterprise scheduling software Loaded/updated mandatory security/system patches from Network Operations Center and ensured all end users were in compliance.
Developed annual finplans and spendplans.
Staffed, wrote and revised regulations/policy statements.
Solicited and authored justification for annual end of year budget requests.
Served as approving official for 3 government purchase card holders.
Responsible for electronic records management for the department.
Served as trusted confidant and advisor on personnel issues and confidential matters.
Strengthened the department's internal employee recognition program by advising senior level management of incentives for quarterly award winners.
Provided administrative guidance and assisted lower level department managers.
Indirectly supervised and trained/improved the administrative and information management staff's support to the all department managers.
Mission Support Superintendent, 02/1996 to 02/1997 Department Of The Air Force – City, STATE,
Salary - $80,000 Mil Grade: SMSgt (E8) Responsible for 43 personnel in 5 different branches to include large IT department.
Created and designed MS Access personnel database tracking system.
Staffed, wrote and revised regulations/policy statements.
Managed $300,000 internal operating budget.
Managed personnel placement for 21 authorized positions.
Directly supervised 3 individuals.
Chief Operations Group Administration, 08/1993 to 01/1996 Department Of The Air Force – City, STATE,
Developed and designed MS Access programs to provide user interface for electronic publishing and tracking systems.
Beta tested new information technology applications for future implementation.
Identifies problems; determines accuracy and relevance of information, uses sound judgement to generate and evaluate alternatives, and to make recommendations.
Is extremely thorough when performing work and conscientious about attending to detail.
Improved administrative productivity 40% by developing two interactive databases.
Managed Operations Group Commander's evaluation and recognition programs.
Managed equipment account and responsible for inventory control.
Deployed to Mogadishu, Somalia as enlisted advisor for 100 personnel during Operation Restore Hope.
Superintendent, Exec Support, 05/1987 to 07/1993 Department Of The Air Force – City, STATE,
Collaborated with Regional Communications staff to migrate proprietary desktop publishing systems to Air Force approved standardized architecture.
Personally helped clone over 100 PCs during initial platform migration.
Manage programs, projects and/or acquisition management services for enterprise-wide Information Technology (IT) planning, policy and budget execution.
Systems administrator for proprietary Xerox 6085 workstations and LAN.
One of the first fully distributive unclassified networks operating in the Military Airlift Command.
Responsible for hardware and software assets in excess of $300K.
Initiated quarterly user group meetings to ensure on-going user training needs were met.
Revised hardware maintenance support contract saving over 25K per year.
Worked with internal customers and external suppliers to help determine customer needs and staying aware of suppliers' available products and services Expressed information to individuals and groups effectively by analyzing the audience and tailoring the communication for the situation.
Presented technical/procedural information with Power Point briefings and in one-on-one demonstrations with users.
Identified problems; determined accuracy and relevance of information, used sound judgment to generate and evaluate alternatives, and to made recommendations.
Assisted users with network and desktop problems to include diagnoses/troubleshooting; resolved issue locally or initiated higher level trouble ticket Is extremely thorough when performing work and conscientious about attending to detail.
Worked closely with contracting and supply personnel in equipment acquisition and services contracts.
Successfully worked multiple sole source justification requests, acquiring proprietary computer systems.
Understands the Federal Acquisition Regulations (FAR) and other federal regulations related to acquisitions/procurement.
Staffed, wrote and edited regulations/policy statements.
Utilizing broad knowledge of database management tools, meticulously planned, organized and coordinated countless details in support of the regional commander's annual conference which hosts 9 senior officers from throughout the western hemisphere.
Flawlessly tracked and managed virtually every detail to include air travel, local transportation, billeting, social engagements, and other conferee support.
Served as facility manager for headquarters staff of 110 personnel, including safety preparedness.
Managed equipment account and responsible for inventory control.
Primary security manager for command staff.
Assisted with staffing, tracking and responding to high level congressional inquiries.
Responsible for processing Freedom of Information Act requests.
Provided executive information management support for regional Commander (3 Star General Officer).
Ability to communicate well with subordinate staff, peers, supervisor, and senior leadership alike.
Maintained and operated sophisticated multi-media presentation for VIPs.
Education
Bachelor of Science: Occupational Education InComputer Science, Expected in 12 2000 Wayland Baptist University - Plainview, TX GPA: GPA: 3.3 GPA: 4.0
Occupational Education
Information Management Computer Science
GPA: 3.3
Associate of Applied Science: Networking Management, Expected in 5 2006 American River College - Sacramento, CA GPA:
Web Developer Certificate: , Expected in 5 2010 American River College - Sacramento, CA GPA:
Skills
acquisitions, administrative, administrative support, Photoshop, Ad, Air Force, benefits, budget, Business Process, C++, CISCO Router Configuration, Color, hardware, Content Management, contracts, customer service, data mining, database management, databases, database, desktop publishing, Dreamweaver, Flash, government, HR, Information Technology, Internet Explorer, inventory control, Java, Knowledge Management, LAN, leadership, Linux, meetings, access, MS-Access, access database, MS Access, excel spreadsheets, MS-Excel, excel, Microsoft Exchange, mail, Microsoft Office Pro, Office, Outlook, MS-PowerPoint, Power Point, Windows 7, Window 7, Windows XP, MS-Word, migration, multi-media, MySql, Communicator, Enterprise, Network, networks, OS, Oracle, personnel, Php, presenting, printers, Process Improvement, processes, procurement, promotion, Red Hat, safety, scheduling, sound, spreadsheets, staffing, supervisor, technical support, user training, phone, transportation, troubleshooting, user interface, VBA, Video, VISTA, Visual Basic, Web Publishing, Web Developer
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