SOFTWARE SUPPORT SPECIALIST

Software Support Specialist whose qualifications include over 15 years of Information Technology experience in both the military, government, and civilian sectors; detailed knowledge of Microsoft Office Professional. Over 10 years of experience in the creation and deployment of automation solutions, help desk ticket resolutions, software deployment, and asset procurement.

TECHNOLOGY SUMMARY
Consultant with over 10 years of experience and increasing management and supervisory responsibility in implementing operational and program-based initiatives in support of key business strategies. Breadth of experiences encompasses: creating a shared operational vision, resource allocation, conducting statistical analysis, strategic planning, and utilizing operational decision making models for optimal decision making. Is a convincing and credible program leader able to coach, train, motivate, and mentor team members in support of ambitious operational/program goals. Is adept at conveying complex technical operational issues in understandable formats while defining and implementing overall strategic plans. Additional strengths include:

• Leadership by Example
• Financial Management
• Long-Range Strategic Planning
• Cross-Functional Effectiveness
• Process Improvement Techniques
• Quantitative & Qualitative Analysis
• Ability to Grasp & Utilize New Technology
• Written, Oral & Presentation Skills
• Systems: Windows (all)
• Networking: LANs, WANs, TCP/IP
• Software: MS Office (Word, Excel, Outlook, Access, PowerPoint)

KEY SKILLS

• Regulatory Compliance
• System Integration Planning
• Classroom Instructor
• IT Management

IT EXPERIENCE

• Confidential, Rockville, MD, Senior Software Specialist/Software Trainer, 1998-2006
• Confidential, Beltsville, MD, Network Administrator, 1997-1998
• Confidential, Arlington, VA, Computer Network/Automation Specialist, 1996-1997
• U.S. Air Force

Career Highlights

• Assisted in the design and development of materials, publications and visual aides for HRSA’s national initiative, Kids Into Health Careers (KIHC).
• Designed, published and maintained a demo website for KIHC initiative to be used as a visual medium for “roadtrip” presentations. Assisted in the development of visual aids which became a part of the KIHC package, to inform students and parents about careers in the health professions.
• Leader for projects requiring advanced IT, research, and statistical skills. Database programming, analysis, and report creation using Microsoft Access, Crystal Reports 8, and SQL. SAS statistical analysis. Data Mining training and experience with SPSS Clementine and SAS Enterprise Miner. In-house Crystal Reports expert.
• Used mined data to create and maintain various mapping projects which depict underserved professions and grant/grantee demographics.
• Joint responsibility for the construction of a computerized database and full responsibility for its running and the statistical analysis of data.
• Experienced with all aspects of 508 compliance policies to ensure web could be utilized by all prospective users
• Taught software training classes for all HRSA personnel on all Microsoft Office Professional applications.
• Develop all course materials, handouts, and class exercises used by the agency (formal classes and one-on-one).
• Performed desk side support/trouble shooting for agency employees to include one-on one training.
• Delivered monthly oral and written reports to OIT management on the use of the “eSource Room”, OIT Loaner Closet and one-on-one software training sessions.
• Attended product seminars to gain vital decision making information from the product creators themselves as to the advancements of their technologies.
• Analyzed software packages (web and office productivity) to insure it’s validity to the mission. If the product did not meet expected goals, researched a possible replacement and gathered all need data to allow for responsible procurement.
• Provide suggestions and advice to IT management (based on input from help desk inquiries) on training strategy to make permanent improvements on overall staff computer literacy and fluency.
• Responsible for installing system software, modifying to meet installation specific-ations, analyst/testing/ debugging of software, analysis and design of client\'s enhancements to software, create program specification and program time estimates, coding and testing of all enhancements, training of staff and client staff, implementation of software into production. Worked directly with client, client’s executive management, client\'s data processing staff, business specialist, outside consulting firm, and technical staff.
• Assisted in the migration of a Novell to Windows NT network and Microsoft Mail to Microsoft Exchange email post office.
• Created and maintained user accounts, resolved network and user related issues.
• Troubleshot PC and server problems/malfunctions.
• Responsible for procurement of all computer related items and kept accurate inventory of all computer related items.
• Established desktop publishing and printing capabilities within the company.
• Provided network support for a company of 400 users.
• Troubleshot hardware and software malfunctions and performed upgrades on 150 PC stations.
• Produced PowerPoint presentation on a daily basis for the Army Corps of Engineers.
• Created charts and graphs, mapped weather patterns, collected data pertinent to natural disasters.

EDUCATION

• Community College of the Air Force
• PC Specialist
• Certificate.
• Professional Training: Sybase SQL, Java Development, Flash Development, Presentation Skills, Writing Advantage, Project Planning and Management, Time Management, Continuous Improvement (ISO), Building a Market Focused Organization, Interviewing for the Right Fit, Evaluating Performance.

CERTIFICATIONS

• A+ PC Technician Certification