Description
PROFESSIONAL SUMMARY * Over 15 yrs experience in Customer Support/Service. * Over 15yrs experience assisting via telephone, email, or ticketing system. * Over 15 yrs experience with prioritizing and coordinating work. * Over 15 yrs experience documenting and creating "Job Aides", (to be used by Administrators and/or Standard Users). * Over 15 yrs experience creating or assisting in the creation of reports to be used to obtain Metrics and build Knowledge Base databases. * Over 20 yrs experience with supervising others. * Over 35 yrs experience working with every Military Service Branch! * Manage User accounts via Active Directory and Enterprise Directory Management System (EDMS), creating and modifying user accounts, modifying user and folder permissions, creating and modifying Security Groups and Distribution Groups. * Experience with LAN/WAN networks, mid-range servers, government furnished equipment, personal computers, Windows operating systems, Microsoft Office applications and Web applications. * Manage software changes, install software and anti-virus updates, support integration of new applications and tools, maintain documentation and reporting to customer of software problems from users or field systems administrators. * Manage Mobile Devices (Android, iPhone, iPAD) accounts. Trouble shoot device connectivity and application errors. Assist users with the setup and installation of profiles, operating system upgrades, and software updates. * Problem solving using structural design techniques, data system design and development, and error recovery and security. * Suggest improvements in computer help desk processes and operations provide advice, guidance and direction to co-workers with complicated user questions/requests. (Contractor with U.S. Army) Mar 2011 - Jun 2011 (Contractor with U.S. Army) Feb 2006 - Jul 2010
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