IT Specialist Resume Examples in Word Format Free Download

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Joy West

202.236.9876 (cell)

202.526.5432 ▪ 301.540.1230

309 8^th St NE Washington, DC 20019

JoyWest@aol.com

 

Summary:

A customer oriented professional with a strong business acumen and technical background, a passion for taking on challenges and solving problems, excellent interpersonal skills to build and maintain effective working relationships, and a history of providing outstanding customer service, working collaboratively with customers and team members, and helping people succeed with technology and deliver results.

▪       Strong analytical, critical-thinking, interpersonal, client interface, business, technical and problem-solving skills.

▪       Able to work independently, collaboratively and cohesively in a team environment with diverse groups. 

▪       Proficient in IT operations and government contracting.  Served as technical expert for implementation, deployment, and support of systems and networks.

▪       Ensured that customer expectations and quality met, satisfaction achieved, and delivery of service provided in timely manner.

▪       Facilitated communication between IT department and clients in order to define problem and render service.

▪       Able to speak in both business and technical terms.

▪       Trained and motivated team members and monitored work activity of new team members. 

▪       Maintained awareness and understanding of and/or emerging information technologies.

▪       Knowledgeable about IT principles, concepts, methods, testing and evaluation, tools, security, operations, software and hardware deployment, and new and emerging information technologies.

▪       Solid communication skills to clearly, effectively and positively communicate with individuals/groups from infrastructure and application technical teams to company and senior client management. 

▪       Acted as primary point of contact/liaison for “VIP” senior government program clientele to provide customer service and addressed and resolved problems.

▪       Performed onsite IT services to support U.S. Department of Defense (DoD) and U.S. Department of Agriculture (USDA).

Security Clearance:  Federal Government Public Trust

Information Technology Applications: Adobe Acrobat Standard and Professional, Cisco VPN, Java, Citrix Client, Adobe Flash Player, Adobe Creative Suite, Microsoft Office Suite, Juniper, Remedy, Blackberry Desktop Manager, Microsoft Office Communicator, HSPD-12, Brio, Hyperion, AskFSA, Odyssey Client, iTunes, SAS, ArcGis, Oracle J-Initiator, JAWS, Dragon Naturally Speaking, McAfee EMM, Enterprise Content Management (ECM), Dreamweaver, McAfee Whole Disk Encryption, SnagIt, Mac MS office Suite, SMS, Active Directory, Blackberry Enterprise Server, CISCO Call Manager, McAfee Virus Scan, Remote Desktop, CA Unicenter, NetMeeting, and Real-Time Automated Personnel Identification System.

Experience:

United States Department of Agriculture

Chameleon Integrated Services/Anadarko Industries                                                          April 2008 to December 2011

IT Specialist

▪       Provided technical support services to various divisions within United States Department of Agriculture.

▪       Conducted analyses of operational problems and provided recommendations to resolve complex problems.

▪       Interfaced with senior client management, business users, and broader clientele and developed strong customer relationships.

▪       Acted as “VIP” Lead and resolved technical hardware and software problems for senior program personnel and managed customer expectations.

▪       Supervised VIP Techs and trained new technology staff on day to day operations.

▪       Identified and resolved problems for network connectivity, network printing and user access issues and reset user passwords for applications.

▪       Determined whether hardware or software caused problems for reported issues and resolved the problems.

▪       Set up, deployed and configured BlackBerry devices, Apple iPhones and iPads, and new computer for users. 

▪       Provided local and remote desktop support and front line technical support technician for end users.

▪       Configured, deployed and performed troubleshooting for personal desktops and notebook computers.

▪       Supported Microsoft Office 2007 & 2010 applications such as Outlook, Word, Excel, PowerPoint, and Access.

▪       Provided one-on-one desk side training for customers requiring assistance on standard software applications and IT equipment.

▪       Reset users accounts in Active Directory.

▪       Provided direct telephone end user support and troubleshooting for Cisco VPN issues.

Department of Defense

Trusted Mission Solutions                                                                                                           July 2005 to April 2008

Tier 1 and 2 Support Specialist

▪       Provided problem solving leadership, communications, and technical support for U.S. Department of Defense Tier 1/Tier 2 level helpdesk as part of subcontract to prime contractor EDS.

▪       Trained over 20 employees on Department of Defense computer and problem-resolution ticketing/helpdesk system to be able to respond to customer inquiries and monitored initial work to assess skill and performance.

▪       Assessed the nature of customers’ computer problems and interacted with various levels of the federal, state, and local Government agencies, Uniformed Services and their components, civil service, foreign military members, disabled American veterans, DoD contractors, and family members and survivors of individuals.

▪       Identified, defined, analyzed, researched, and resolved customer problems or directed to area of responsibility.

▪       Identified hardware and software needed to provide solutions to problems.

▪       Documented client issues according to procedures in ticket tracking system.

▪       Supported over 30 different applications and provided customer service to approximately 30 to 40 clients daily, reviewed over 4800 customer tickets, and tracked client issues until resolved.

▪       Demonstrated a strong commitment to customer satisfaction and worked well with clients and co-workers.

▪       Created documentation for knowledge database.

▪       Reconnected users to networks and reset user passwords for applications.

ACSYS, Inc.                                                                                                                              June 2004 to July 2005

Enrollment Auditor, Data Specialist

▪       Provided auditing, data collection, information management, and operations support services to businesses, nonprofit organizations, and government as an assigned temporary employer.

▪       Provided support surrounding project implementation and completion and adapted to rapidly changing environments with changing clientele and industries.

Riggs Bank (now PNC Bank)

▪       Processed closeout operations/records for bank’s acquisition by PNC Bank.

▪       Documented technologies. Provided data entry services.

▪       Reviewed and processed scholarship applications.

Gifts in Kind International

▪       Provided data entry and record keeping services.

▪       Processed credit card purchases.

Thompson, Cobb, Brazilio, & Associates

▪       Verified the number of students in public schools and reviewed records to verify enrollment.

▪       Managed task in schools independently and as part team of four or more.

Navigant Consulting

▪       Examined company inventory on daily basis to ensure adequate availability of supplies.

▪       Organized and maintained records and documents.

Education:

            Howard University, Washington, DC

               Bachelor of Business Administration, Computer Based Management Information Systems Major, 2003

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