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Major Incident/problem Analyst Resume

Colorado Springs, CO

SUMMARY:

  • Graduate, Computer Networking Technology, Remington College - Colorado Springs, CO
  • Selected for challenging positions; recognized for technical expertise and leadership skills.
  • Successful supervisor, problem solver, well organized, and a team player.
  • Excellent administrative abilities and written & oral communication skills.
  • Computer experienced; extremely knowledgeable in all of the Microsoft Windows Operating Systems, Microsoft Office programs, Visual Basic, SQL, Crystal Reports and Active Directory.

PROFESSIONAL EXPERIENCE:

Confidential, Colorado Springs, CO

Major Incident/Problem Analyst

  • Facilitate RCA (Root Cause Analysis) meetings and reports for all Major Incidents.
  • Find trending incidents within the enterprise to alleviate future recurrence.
  • Manage the Incident and Problem process enterprise wide
  • ITIL v3 Certified

Confidential, Colorado Springs, CO

IT Support - Lead Technician

  • Recognized for excellent customer service and technical troubleshooting skills.
  • Implements and maintains policies and goals that support the organization’s IT needs.
  • Assess assigned areas for efficiencies and effectiveness.
  • Evaluates alternative services and technology solutions on an ongoing basis, assures cost-effective solutions and provides documentation of new procedures.
  • Manages small IT projects and applications, support various IT initiatives, handle all technical support functions for all facilities, as well as close work orders and trouble tickets for client users and employees.
  • Provides on-site/hands-on troubleshooting procedures for desktops, laptops, printers, scanners, etc.

Confidential, Fort Carson, CO

Technical Support Specialist

  • Responsible for facilitating user-level interface on all automated systems; develop systems maintenance programs; develop data back-up programs.
  • Serves as Information Management Officer for company on Ft. Carson.
  • Primary troubleshooter for automated software and hardware systems.
  • Responsible for responding to and document technical problems and issues raised by customers with maintenance agreements.
  • Maintain SQL Databases and other supporting software.
  • Primary advisor and trainer for workforce on typical commercial software used by Government such as Microsoft Operating Systems and Microsoft Office and other unique software that is being utilized.

Confidential

Health Technician

  • Essential team member to the EDIC (Environmental Disease Intervention Control) Team by designing a database for the Confidential and Environment to accurately track data for the West Nile Virus epidemic.
  • Designed a database for the Water Quality department so they may accurately track data for the swimming pool/spa water collection samples.
  • Educates the public in environmental health issues that may arise.

Confidential

Explosives Ordnance Disposal

  • Selected to instruct and train the Emir of Kuwait’s personal bodyguards in the areas of Bomb Search / Threat.
  • Instructed and trained local police departments and State offices on Ordnance Recognition and Procedures.
  • Selected to assist the U.S. Secret Service and U.S. State Department in providing security for the Presidential and Vice Presidential visits and other designated VIP personnel.
  • Safely destroyed 8,650 pounds net explosive weight of unexploded ordnance during a six-month period in Kuwait.
  • Supervised 4 personnel.

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