SUMMARY

Help Desk Support: with over 15 years of Information Technology experience. Areas of expertise include Windows XP, Windows 7, Marcromedia Products, Remedy, Heat, Footprints, Siebel, Prism Software, VPN, Citrix Systems, SQL, Custom Base government applications HP Printers, Gateway, PC, Dell PC, IBM PC, IBM Printers. Proven ability to use all of these skills and learn more in a Help Desk environment. Proactive, detailed oriented with an ability to manage multiple priorities, problem-solving, communication, interpersonal and teamwork skills.

“Donna has a high level of integrity and the willingness to make a significant contribution ; courteous and professional and has gained a reputation for being a self-starter and team player. I believe Donna would be a strong addition for any department”
Michelle Baker, VP of Operations”

Professional Experience

Confidential ( Department of Labor)
May 2011-present
Helpdesk Customer Service

Worked with users setting up accounts and passwords for JOB CORP\'S enrollment
Created Applications for users over the phone. When users gets ORACLE errors.
Ran SQL statements when information did not populate in customer base applications.
Assisted Tier III when applications had bugs.
Assisted users when application was not running on the Department of Labor website.
Used Citrix to dial into users computer for assistance. Made sure all reports were ran for Department of labor statistics.
Assisted and resolved all Tier II issues.
Responsible for making sure all students were enrolled in JOB CORP\'S
Worked with Admissions to create a school schedule in LABOR FORCE and resolved any issues over the phone.
Strong customer service skills.

Confidential (Department of Defense Army Command Center)
Helpdesk SQL Analyst
July 2005- February 2011

Provided and ran SQL statements for TOPS software for Army, Navy, Marines and Air force and checked each table to make sure each field was usable.
Created and ran SQL programming statements (delete, insert, count,select,update,create,commit,
roll back and drop) for the TOPS application software customer designed software for DOD personal property.
Worked with CWA application paying invoices for government transporters
Created records for users in TOPS application and resolving issues.
Responsible for moving Government equipment and household goods out of temporary storage to permanent storage using TOPS application
Assisted Military personal to create member records and resolving basic connection issues.
Assisted Moving and Transportation companies on technical issues with invoice and Per Diem transactions
Trained new employees and users on TOPS software when needed
Responsible for being on call when support was needed for military installations deployments
Installed any new fix on software when needed on TOPS application as needed
Used Citric to dial into Military sites and fix issues with SQL created scripts.
Provided support to end users on a variety of issues, primarily software related, including password resets, adding users and conducting medications and changes to TOPS and DPS software for personal property.
Debunking software issues by looking at source code and database tables for appropriate fix.
I have excellent customer service skills dealing with difficult users in a timely manner.
Provided PC on LAPTOPS using Windows XP and Windows 7
Resolved complex and work around issues for PC and LapTops in a timely matter
Five years experience troubleshooting and resolving complex PC systems issues using
Windows XP,Windows 7, and CWA .
Worked with and installed Norton Antivirus software.
Supported Lotus Notes with basic issues Access Control list, delete, encrypt, compact documents
in manager access.
Reported transaction log problems in Lotus Notes to the technical team.

Confidential
Helpdesk Support
June 2003- June 2005

Research, Resolve and respond to questions and problems on functional questions and issues on web based application received via telephone calls, email, or as directed by the manager.
Provide support to government agencies regarding procurement Requisitions, Solicitations, Contracts and Delivery Orders.
Document customer information detailed problem descriptions in a call tracking software program
Work on special projects as directed by the manager.
Analyze basic PRISM software and Oracle error and scripts

Confidential (Department of Veteran Affairs Contract)
Help Desk Support
June 2002- June 2003

Providing VPN and software application support for Government employees
Ping and Trace Route IP addresses
Basic Network troubleshooting Security Hacking Issues into the Department of Veteran Affairs Website
Assisted users in updating medical records on Citrix Servers and basic web support.
Changed passwords on VPN, Windows NT accounts
Created new accounts for users on Norton Antivirus and Black Ice Firewall Software.
Assisted end-users with connectivity problems
Evaluating the security postures of computers and networks
Responding to network and system intrusive activity
Analyzing network traffic and system logs to determine corrective actions
Implementing countermeasures and operating security tools
Performing remote maintenance of security agents, sensors, tools and systems
Provided oral written status reports to Call Center Manager.
Set-up email accounts on Microsoft Outlook and creating directories for different departments on Microsoft Exchange Server
Assisting users how to logon to troubleshooting Citrix Terminal Services.
Monitoring Dragon sensors.

Confidential
Helpdesk Support Web Support
May 2000- May 2002

Provided Helpdesk Support to 35,000 travel agencies and airlines
Provided Helpdesk Support for Travel Agencies and Major Airlines
Assisted users on how to design basic Travel Brochures and Web Pages
Changed passwords and pins numbers for users to be able to logon to Airline Websites
Assisted users on how to design basic Travel Brochures and Web Pages
Changed passwords and pin numbers for users to be able to logon to Airline Websites
Assisted users with technical issues on GDS, APOLLO SABA, AND GALLO computer systems
Informed users on how to fix problems with E-tickets and Airline reporting Sales report on IAR.
Fixed and maintained end-users Internet and Email problems
Assist in running reports in database software

Confidential contract
Helpdesk Analyst/Assistant
April 1999- April 2000

Computer Sales helping customers with buying and setting up computers systems
Changed Server and Windows passwords for end-users
Fixed and maintained end-users Internet and Email problems
Mapped drives and dialed into host sites, gave site security managers privileges to add user and take away old users out of the system
Assisted all military branches how to use Rapids/Deer's application
Assisted in the creation of Military Smart Cards and Military ID cards
Assisted end-users with connectivity problems, computer lockouts and printer's problems
Designed web pages for end-users
Sent out computer equipment to military bases

Confidential
Junior Graphic Artist
March 1998- March 1999

Designed and Implement graphics using Flash 5
Able to put into place project goals to create graphics, using Adobe Photoshop 6.0
Creating Flash Animation .FLA files for the U.S. Army using Flash 5 to draw and put together animation for instructional video training for the U. S Army
Using Flash 5 action scripting to put movies on the WWW. Creating and mastering the steps to teach the U.S Army military life
I used Adobe Photoshop to design graphics and make color correction to pictures.
Worked with a team creating graphic storyboards
After creation of graphic movies assisted in the Administration side o viewing and setting up meeting for personnel to review the product.

Confidential
Helpdesk Analyst
1997-1998

Computer sales helping customers with buying and setting up computer systems
Provided expedient and appropriate commands to incoming inquires regarding systems malfunctions
Changed server and Windows passwords for end-users and helped management prepare Crystal Reports.
Fixed and maintained end-users email accounts and Internet related problems
Maintained complete documentation of all daily site outages, LAN outages and application alerts allowing corporate headquarters to identify high error frequency locations
Identified possible technological glitches and offered solutions for newly installed Remedy Program
Moved information from MS ACCESS and Oracle into reports
Set-up new systems for employees in the company, helped assign IP addresses and trained users on basic Microsoft Products
Assisted in helping users with basic web page design

Confidential (Contract U. S Department of State)
1996-1997

Helped end-users with Internet and email problems, setting up accounts and changing passwords
Instructed users on how to use the different applications designed for the American embassies.
Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity Set-up and testing ID addresses regarding connection failures to Department of State website
Assisted end-users with connectivity problems, computer lockouts and printer problems
Assisted in basic web page design.

Confidential
1995-1996 Contract
Helpdesk Support

Analyzed hardware and software problems for in-house users and airline personnel domestic and international
Assisted user how to use GUI interface when logging on airline websites plus basic troubleshooting.
Testing modems and communication lines, downloaded information for users from the Internet
Supported users in house on how to group together airfares and freight charges using database software written for the Domestic and International airlines.

Confidential
1994-1995

Helped maintained the design of the RAPIDS Management software installations
Installed, modified and made minor repairs to system, provided technical support and training users for the systems
Installed hardware and peripherals components such as (monitors, keyboards, printers and disk drives on user's equipment and loaded software).
Upgraded Computer systems with Photo ID software.

School: Computer Information Systems B. A. degree