OBJECTIVE: Mid-Level Computer Support Specialist/Technical Customer Service

To obtain a position in the IT/Technical Customer Support field with a top-notch company that can utilize my extensive Customer Support and Help Desk skills. I am interested in learning new technologies that will increase my knowledge within the IT/Customer Support field.

COMPUTER SKILLS: Adobe Acrobat Reader/Writer, Cisco Secure ACS v2.4, Contribute 2x, DOS, Dreamweaver MX 2004, Entrust/PKI, Eudora, Heat, HTML, Macintosh, Microsoft Explorer 4x, Microsoft Office Suite 97/2000/XP/2003,Vista, Microsoft Outlook Express 6x, Microsoft Windows 3.1/95/98/2000/XP, (Professional & Home), Netscape 4x, PING, Remedy 3.x, TCP/IP, Tracer Route, Track-It, UNIX & WordPerfect

CLEARANCE:

•  NACI (NASA Agency Check)

WORK EXPERIENCE:

• Webmaster of departmental website, making daily and routine updates.
• Managed a staff consisting of 3 full time Tier I Help Desk Technicians
• Worked closely with desktop technicians on troubleshooting service requests
• Demonstrated an ability to resolve 98% of network related issues that were received via phone, email and in person
• Provided technical support and conducted troubleshooting efforts in a networking environment for employees located at the Goddard Space Flight Center (GSFC) and off site locations
• Monitored, prioritized and routed trouble tickets nearing expiration per the Service Level Agreement requiring a 24/48 hour turn around
• Disbursed all network related Remedy records for GSFC to the appropriate areas
• Created Guest Access Accounts that provided Network Connectivity to guests of NASA Goddard Space Flight Center
• Performed Remedy Account Administration
• Created, Modified & Deleted Active Directory, Majordomo (Listserv), Remote Access Dial-up (VPN) & POP accounts
• Updated internal Email Reflector Service (ERS) with active email addresses
• Updated GSFC Domain Name Server with new DNS information
• Administered and managed Tivoli Storage Management System accounts
• Assisted Computer Move/Refresh Coordinator with scheduling appointments to deliver new equipment to customers
• Updated CNE-ODIN web site (configuration guides for dial up)
• Developed ISO9000 procedures.
• Completed personnel evaluations for Network Support staff
• Distributed reports for upper management detailing Service Level Agreement statistical data
• Prepared and disbursed weekly statistics of completed trouble tickets to staff and upper management
• Scheduled monthly All-Hands Meetings
• Co-edited an HTML Newsletter

• Updated Training and Development monthly schedules for Internet and Intranet sites
• Posted and updated job openings for company internet and intranet
• Responsible for Resume scanning and Data Processing for the Human Resources Information System
• Performed weekly technical maintenance and data purges on the RESTRAC resume database
• Performed daily indexing of new resumes entered in RESTRAC
• Maintained site listings for all internal training classes
• Prepared and distributed training information and course certificates
• Prepared EEO statistical data reports detailing completed employee training
• Summarized training questionnaires for all classes and provided results to the Training Administrator
• Photographed employees for company badges
• Prepared and distributed Vacancy Reports to departmental managers

• Compiled statistical reports from various databases, distributed reports to proper management level for review
• Directly responsible for the entry of employee applicant information from resumes into Recruiting database
• Prepared manpower reports and job announcements for distribution to executive level management
• Prepared and distributed acknowledgement letters for employment applicants
• Performed corporate greeting duties, directing visitors and personnel to appropriate departments
• Maintained and updated division automated phone directories

• Maintained telephone console, directing calls and channeling messages to appropriate personnel
• Provided clerical support to appropriate personnel

• Processed applicant information from resumes or applications for employment consideration
• Prepared and distributed statistical reports to management for disposition
• Performed eye exam for all candidates being considered for employment as sworn officers
• Monitored telephone console & directed calls to appropriate personnel

• Maintained  telephone console, directing calls to appropriate personnel
• Received, sorted and routed mail based on subject matter
• Provided general clerical support

EDUCATION & CERTIFICATIONS:

REFERENCES & SALARY REQUIREMENTS FURNISHED UPON REQUEST