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Piper Gibbs
309 A Piccadilly
Loop
Yorktown, VA 23001
Personal Email: piper@gmail.com
(804) 572-9876
(757) 836-1230
Active Secret
clearance
Professional Summary:
Results Driven
Microsoft Certified and CompTIA Certified Professional with over five years of
management, customer
Service,
networking knowledge and experience; Seeking a position in a related field of
previous employment requiring a SECRET Clearance.
Professional Experience:
Lockheed Martin, June 2011 - Current
Customer support Technician
·
Manage
the customer support ticket queue and delegate task in absence of supervisor.
·
Responsible
for solving software issues for all authorized software.
·
Maintain
workflow of generated tickets regarding customer issues using Remedy.
·
Co-operate
with team members to accomplish goals within time constraints.
·
Configure
Microsoft XP operating system and Microsoft Office applications to specific
needs of the customer.
·
Adapt
to the changing work environment in times of transition.
·
Install,
configure, and troubleshoot TCP/IP ClearCube blades and Virtual Desktop
Interface ClearCubes
·
Upgrading
customer’s workstation by installing new computers, switch boxes, monitors, key
boards, and Mice.
·
Transfer
customer’s data using different methods including, transferring the data to a
secure server to be downloaded later time and using IP addresses to transfer
data from one computer to the next.
·
Rebuilding
customers profiles by creating new network profile folders and .old the
customer’s old network profiles, in which customer would just have to log in
again and would be successful.
·
Coordinate
network connectivity with Network Administrators for replacement workstations
or installing new work stations.
·
Order new equipment from supply by cooperating
with GS civilians who would authorize the issuance, in which, supply would
document and gather the new equipment for pick up.
·
Document
the new equipment with the customer’s info, property identity, and serial
numbers for data base tracking purposes.
·
Converted
to new role as the primary personnel to image, maintain, and troubleshoot
equipment, such as Computers, Monitors, and Switchboxes.
·
Identify
problem equipment and order, track, and replace machines by contacting the
manufacturer.
·
Build
reserve stock of freshly imaged machines for readiness of unplanned
replacements.
·
Implement
new practices by which imaging is performed.
·
Reducing
work area footprint by maximizing the space available and double productivity.
·
Coordinating
with specially assembled teams for the purposes of moving equipment and
installing it at the new location.
Disys
Subcontracted to Lockheed Martin, December
2010 – June 2011, Norfolk,
VA
Customer Support Technician
·
Responsible
for solving software issues for all authorized software.
·
Maintain
workflow of generated tickets regarding customer issues using Remedy.
·
Co-operate
with team members to accomplish goals within time constraints.
·
Configure
Microsoft XP operating system and Microsoft Office applications to specific
needs of the customer.
·
Adapt
to the changing work environment in times of transition.
·
Install,
configure, and troubleshoot TCP/IP ClearCube blades and Virtual Desktop
Interface ClearCubes
·
Upgrading
customer’s workstation by installing new computers, switch boxes, monitors, key
boards, and Mice.
·
Transfer
customer’s data using different methods including, transferring the data to a
secure server to be downloaded later time and using IP addresses to transfer
data from one computer to the next.
·
Rebuilding
customers profiles by creating new network profile folders and .old the
customer’s old network profiles, in which customer would just have to log in
again and would be successful.
·
Coordinate
network connectivity with Network Administrators for replacement workstations
or installing new work stations.
·
Order new equipment from supply by cooperating
with GS civilians who would authorize the issuance, in which, supply would
document and gather the new equipment for pick up.
·
Document
the new equipment with the customer’s info, property identity, and serial
numbers for data base tracking purposes.
·
Converted
to new role as the primary personnel to image, maintain, and troubleshoot
equipment, such as Computers, Monitors, and Switchboxes.
·
Identify
problem equipment and order, track, and replace machines by contacting the manufacturer.
·
Build
reserve stock of freshly imaged machines for readiness of unplanned
replacements.
·
Implement
new practices by which imaging is performed.
·
Reducing
work area footprint by maximizing the space available and double productivity.
·
Coordinating
with specially assembled teams for the purposes of moving equipment and
installing it at the new location.
ITT Systems, August 2009 – November
2010 Baghdad , Iraq
ADPE Technician/Tier 2 Help
Desk
- Acquire the Secret clearance necessary
and was obtained 9-20-2009
- Imaged computers with Windows
operating system XP, using the Ghost application or from CD-ROM.
- Updated the standard image according
to the Information Assurance standards
- Created new methods to perform the
basic functions of the imaging which includes creating scripts to install
required programs such as MS Office
- Cleared Submitted tickets using the
government specific application known as Remedy.
- Assisted customers using both the
telephone and by desk side with technical problems.
- Worked in a team environment to
accomplish the given work.
- Operated individually to organize the
files within our local server to maximize efficiency.
- Maintain reports such as completed
work form using MS Excel spread sheet
- Maintain communication with other
sifts using MS Outlook.
- Worked with both Military and
Civilians in different departments and offices.
- Worked with both NIPR and SIPR
networks.
- Remaining current with Information
Assurance training involving Secret security clearance.
Bank of America, July 2006 –
July 2009 Richmond, VA
Loan Closer/Customer Service
- Assist new employees with application
configuration
- Transfer files of employees work
stations using a shared server or using the IP address
- Instruct teammates of the correct
usage of proprietary applications
- Contact technical support on behalf of
our unit to fix unexpected technical issues
- Interact with management to increase
technical efficiency
- Troubleshot MS Windows XP, MS Office,
MS DOS, and bank proprietary applications.
- Review approved mortgage loan to
determine conditions that must be met prior to closing
- Call borrower, real estate broker, and
title company to request specified documents, such as receipt for payment
of outstanding tax bill. Verify accuracy and consistency of specifications
on documents, such as title abstract and insurance forms.
- Review and approve settlement
statements for clients as part of the loan closing process. Forward approved statements to
settlement agents for document preparation.
- Coordinate closing date with
settlement agents and clients to assure legal execution of closing
documents.
- Educate clients and answer any
questions regarding closing requirements.
- Assemble documents for delivery to
title company, real estate broker, or lending officer for closing.
- Responsible for entire loan process
including reviewing credit and informing customers of final approval,
negotiating loan details, selling available products and features,
- Responsible for setting closing dates,
reviewing home owners/hazard insurance, coordinate insurance policies with
agents and clients
- Regularly work with complex system
outages to troubleshoot and repair to limit down time.
- Selected to train and mentor new hires
in the customer service department.
Includes classroom and one-on-one.
- Recognized as subject matter expert in
Customer Service for consistently exceeding department and company goals.
Rivers Rest Hotel and Marina ,
June 2005 – June 2006 Charles
City County , VA
Customer Service Associate
- Provided excellent customer service in
person and via telephone.
- Booked hotel rooms for patrons.
- Maintained property grounds including
cutting grass and trash removal.
- Managed dock slips.
Education/Certifications:
ComputerTraining.com – Microsoft Network Technology Program, January 2009 – July 2009
Richmond , VA
MCTS (Microsoft Certified
Technology Specialist), April 2009
Coursework includes: Microsoft
Windows Vista , Configuration 70-620, Managing
and Maintaining a Microsoft
Windows Server 2003 Environment 70-290, Implementing, Managing, and Maintaining
a Microsoft Windows Server
2003 Network Infrastructure 70-291, Microsoft Internet Security and Acceleration
Server 2004 70-350
Comptia Network+, October 2009
The University of Virginia College
Bachelor of
Science – Business Administration
Technical Skills:
Hardware: Hubs, Switches, Routers, Firewalls, RAID,
Servers
Operating Systems:
Microsoft Windows Vista , Microsoft Windows 2003 Server, Microsoft ISA
Server 2004
Networking Skills:
Windows Vista client installation, configuration and maintenance;
Windows Server 2003 installation, configuration, monitoring, change management,
hardening, fault tolerance, disaster recovery and remote
management; Active
Directory; Group Policy; DNS; DHCP; VPN, routing, RRAS and remote access
protocols; network
design, configuration and troubleshooting; TCP/IP subnetting and
troubleshooting; firewall
and proxy server
configuration; emphasis on adherence to Microsoft standards and maintaining
network documentation.
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