EXPERIENCE:

Confidential, Woodbridge, VA

System Support Specialist

Responsibilities:

• I provide technical support in person, over the phone, or via GoToMyPC or Splashtop remote desktop software.
• Responsible for creating graphic designs for clients’ special events, logos, letterhead, business card, flyers, programs, and pamphlets.
• Conduct research to resolve issues with hardware or software applications.
• I also maintain the Facebook pages.
• I utilize MS windows, MS Office, GoToMyPC, Soda (pdf program), and Audacity.
• Made various network cables depending the need of the person or business.
• Configured small routers for home and business use.
• Took care of Invoicing for services, accounts payable and reimbursements for work provided and supplies.
• Ordered computer parts for new builds, repairs and business supplies.
• Configured small business and home - based networks. Built new desktop systems.
• Repaired PCs, laptops, and printers.
• Scheduled services.
• Provided training and support on all software.
• Research for problem solving and customer assistance purposes

Confidential, Rock Island, IL

Past Performance/Technical Writer

Responsibilities:

• I was responsible for writing and posting job positions for various contracts.
• I wrote Past Performance Reports, searched solicitations and wrote reviews of the solicitations we should bid on.
• I conducted interviews of applicants for various positions on numerous contracts.
• I articulated Requests for Information (RFI) and Requests for Proposal/Quote (RFP/RFQ) to understand the requirements to ensure the company was able to perform the necessary functions and properly bid the contract.
• Navigated various websites looking to solicitations to bid on.
• Reviewed RFIs, RFPs, and RFQs.
• Utilized MS Office, Norton, and VPN.

Confidential, Rock Island, IL

Information System Support Manager

Responsibilities:

• I organized and managed employees across the Continental.
• I coordinated travel schedules with the Contracting Officer Representatives (CORs) and technicians to optimize my travel in support of the customers and my Level 2/Level 3 technicians.
• Filed my travel through DTS. I was responsible for approving time sheets, keeping employee records, and all CSSS II & III technician onboarding and terminations.
• I organized and coordinated meetings with technicians and other essential personnel on the contract.
• I wrote monthly reports which detailed my travels to each location, how my techs were doing and how each organization was doing, along with comments, concerns, issues, and improvements of each location. I evaluated all technicians, detailing their strengths and areas for improvement or further educational requirements.
• I interacted with various levels of authority to provide top notch customer service and ensure good relations with the company.
• I made certain I, and my technicians, read and understood all applicable policies and procedures in the accomplishment of the mission.
• I ensured all objectives were accomplished in accordance with contract.

Confidential, Rock Island, IL

Computer System Support Specialist

Responsibilities:

• I planned, organized, and executed PC Upgrades on both NIPR & SIPR computer systems, in such a way that there was minimal disruption to the users’ schedules.
• I conducted desktop and laptop repairs on both NIPR & SIPR computer systems.
• I scheduled and executed data backups of user systems to ensure no loss of data before any major work was to be done on their system or before system upgrades.
• I performed installations of both new software applications and hardware.
• Responsible for troubleshooting NIPR & SIPR computer applications, such as EDAS, TOPMIS, TOPMIS II, Citrix, eMILPO, Auto CAD, MS Windows, MS Office, and many more federal government and civilian applications. Successfully completed numerous VPN Installations and provided follow-up support to ensure continuity of operations.
• Held training classes when installation switch VPN software.
• I evaluated IT Systems to determine if systems needed to be upgraded. I provided remote, in person and Phone Technical Support.
• I tracked and successfully resolved trouble tickets through Remedy and a proprietary Confidential ticketing system, as quickly as possible to allow users as little down time as possible.
• I implemented & applied Army security regulations on both NIPR & SIPR systems to ensure compliance. Cleaned up viruses. Contained Top Secret spills on various occasions.
• Worked in and did troubleshooting on PCs in the SCIF.
• I was named lead technician for 3 out of 4 major system projects for Confidential, which included mass system upgrades, mass system moves, and VPN software change.
• Strong knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users.
• Understanding of Active Directory to unlock and reset passwords.
• Proficient with troubleshooting all Windows Operating systems.
• Ability to troubleshoot and resolve email issues, specifically MS Outlook. Ability to communicate clearly and professionally, both verbally and in writing.
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.
• Resolved customer related technical software and hardware problems.
• Diagnosed and/or resolved problems in response to a customer reported incident via trouble tickets. Planning and delivery of IT customer support services.
• Submitted recommendations to improve the efficient use of the system and responds to special requests for system data. Maintained and updated system files necessary to control all aspects of system operations and access. Performed other related duties and responsibilities as assigned/required.

Confidential, Clinton, IA

System Analyst

Responsibilities:

• Primary responsibilities included building and installing new computer systems in homes and businesses.
• Also built new desktop PC to have for sales within the store. I set up wired & wireless networks in homes and businesses.
• I setup domains & workgroups for business and home-based business networks.
• Installed and setup local and network printers.
• I conducted internet research for problem solving and customer assistance purposes.
• Responsible for inventory and ordering computer parts for new computer builds successfully ensuring adequate stock on hand.
• I was able to make various quality network cables for use in homes or businesses as needed.
• Installed Confidential Corporate, McAfee, and CA anti-virus programs, along with MS Windows, MS Office, and various other software depending on business or user needs and wants.
• Installation and setup of Microsoft Exchange Server. PC & Network troubleshooting and repair.
• Setup and managed QuickBooks as the Point of Sales (POS).
• Sold and did troubleshooting on Confidential cell phones. Sold various hardware and software within the store.

Confidential, Cambridge, IL

System Support Specialist

Responsibilities:

• I was the primary Help Desk contact to all county court house and county jail employees.
• Conducted AS400 workstation/printer setup and troubleshooting.
• Conducted computer, network, & printer troubleshooting, repair, and installation.
• Utilized and Managed Microsoft Server 2003 Active Directory.
• Installed printers & computers on network with & without a domain.
• Custom-built computers according to department needs.
• Created databases in Access & Excel according to department needs.
• Purchased and maintained inventory.
• Researched new software for various departments.
• Performed and monitored backup procedures, system updates, & large print jobs.
• Provided training and support on all software and systems within the different departments.
• Preformed internet research for updates and or issues resolution.
• Conducted numerous system backups of workstations and servers.
• Converted network users from Novell to Windows based logon.

Confidential, Geneseo, IL

IT Specialist

Responsibilities:

• Primary responsibilities included Internet/PC phone technical support.
• I tracked and maintained customer records.
• Conducted training of telephone internet support technicians.
• Created manual for training of new internet tech support technicians.
• Provided internet research for problem solving and customer assistance purposes.
• Built custom computer systems for businesses and home user.
• Installed Computers in Homes and Businesses.
• Set up wired & wireless networks in homes and businesses.
• Setup domains & work groups for business and home networks.
• Installed and setup local and network printers.
• Computer/Network troubleshooting & repair including, but not limited to: DSL Installation and Repairs, and Service calls to Businesses and
• Homes for PC and Network issues.
• Worked with fiber networks by installing fiber lines.
• Entered customers into internet system server for internet connectivity.
• Aided in managing QuickBooks database to keep track of inventory.
• Order Computer Parts for new computer builds and inventory stock.
• Made various quality network cables.

Confidential, Geneseo, IL

Agent/Receptionist

Responsibilities:

• Wrote business letters and memos.
• Answered and transferred phone calls.
• Quoted auto and home insurance.
• File/Fax/Copy insurance documents.
• Started claim process for insured on homes, autos and crop claims.
• Took insurance payments.
• Took money for deposit to the bank.
• Handled incoming and outgoing Mail.
• Ordered office supplies.
• Provided customer service.
• Redesigned company letterhead, envelopes, and agency brochure.
• Installed software and software updates.
• Guided in the learning of software, internet and e-mail usage.
• Aided in the design of the agency’s web page.
• Computer repair and troubleshooting of office computer, printers, and network.