Help Desk Support Center Manager Sample Resume Format in Word Free Download -->

Help Desk Support Center Manager Sample Resume Format in Word Free Download

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Maya Withrow
309 Forest Avenue
Metairie, LA 70001
maya@gmail.com
443-537-9876

SUMMARY

Mr. Withrow is an accomplished information systems professional whose experience covers a broad spectrum of roles and responsibilities designing, implementing, and administering information systems. Having supported an enterprise of over 5,000 users, he has experience delivering IT services in highly complex ecosystems. In his current role, Mr. Withrow is responsible for designing the information systems supporting research and development projects for the Department of Defense. This includes using virtualization, server administration, networking, vendor evaluations, and ensuring that these systems are in compliance with the DOD’s information assurance requirements.

EDUCATION

M.B.A University of Maryland University College (In Progress)
M.S. Information Systems, The Johns Hopkins University
B.S. Computer Science, Davis and Elkins College

SECURITY CLEARANCE

Secret: 2006 – Present

CERTIFICATIONS

CompTIA Security+                                         Six Sigma Green Belt
CompTIA Network+                                       Six Sigma Yellow Belt
Help Desk Support Center Manager                 ITIL V3 Foundations
Help Desk Support Center Team Lead ITIL V2 Foundations                                       
Help Desk Support Center Analyst                              

WORK EXPERIENCE

2006 to Present: The Johns Hopkins University Applied Physics Laboratory
The Johns Hopkins Applied Physics Laboratory is a University Affiliated Research Center (UARC) that solves complex research and engineering challenges in national security and space.

Department: National Security Technology Department          
Job Title: Systems Engineer

Roles & Projects: As a systems engineer, my role is to contribute on small to medium sized project teams to provide guidance to the Department of Defense on a diverse set of problem spaces. This includes reporting to and briefing the U.S. Government.

Specific programs that I have served include:

- Designing, developing, and supporting the first theater-deployed Light Detection and Ranging (LIDAR) sensor system for the U.S. Army’s branch of Intelligence Surveillance and Reconnaissance. This system was designed using the integration of a variety of Windows platforms, Active Directory, DHCP, DNS, Hyper-V, Red Hat Enterprise Linux, RAID, and SAN devices. The system is DIACAP approved and must be maintained using IAVA patching and conforming to the STIGs.

- Designing, developing, and supporting a VMware-based test and evaluation computing facility for the Transportation Security Administration (DHS/TSA) where analysts are designing spatial and temporal algorithms to vet data sets to secure the U.S transportation systems.

- Engineering an enterprise architecture workflow for the United States Medical Research and Materiel Command (USMRMC) that simplified their annual budgeting process using SharePoint, MS Office tools, and Enterprise Architect.

- Developed a rapid prototype of a Hands-Free Electronic Medical Record (HF-EMR) for the U.S. Army using a voice-activated platform that created and transmitted point of injury medical records through networks using Citrix Xenapp.

- Administering a Red Hat Enterprise Linux system hosted on the DMZ to support subversion repositories for code development using GForge, and requirements development using DOORS. Oracle’s VirtualBox was used as the virtualization host.

Department: Information Technology Service Department
Job Title: IT Operations Lead
Roles & Projects: As an IT Operations Lead, my role consisted of acting as a technical escalation point and personnel manager of 25 Help Desk technicians supporting an enterprise of 5,000 end users. This included interviewing, training, mentoring, and conducting performance reviews of staff.

Roles and projects I served:

- Project leadership tasking included using principles derived from Six Sigma to lead continual service improvements within enterprise IT services. Lead a successful process and quality improvement project that reduced operating expenses by $400,000 a year.

- Supported the deployment of information security tools across the enterprise to combat cyber attacks. This included Bit9 whitelisting, Cisco Network Access Control (NAC), Mandiant, Symantec Endpoint Protection, Altiris patching.
- Participating in the implementation of the rollout of the ITIL IT service management framework. This includes participation in the Change Control Board, acting as the Problem Manager, and the designing the Configuration Management.

2004 to 2006:  Under Armour
Under Armour is the global leader in technically advanced performance apparel. Based out of Baltimore, MD, the organization is one of the fastest growing companies in the United States.

2005 – 2006: Systems Administrator – Retail Systems

- Systems administration responsibilities included administering the databases, networks, reporting functionality, and users of the IT systems integrated across the retail stores in the U.S.  

- Project management responsibilities included designing, deploying, and supporting the information systems supporting retail outlet stores. This included training end users, working with customers, and working with vendors to drive business growth.

2004 to 2005: IT Support – Distribution Systems

- As a system support specialist, my role was to provide support for the RF-based warehouse control system, engineering solutions that increased availability of a high volume distribution system. This included doing system backups, disaster recovery, hardware support, software support, and designing reporting for senior management.

- This role included working with a customized Oracle CRM system as well as participating in the conversion into a company-wide initiative to migrate to SAP.

HONORS

U.S. Army PEO EIS Certificate of Appreciation for MC4 (2011)
Special Achievement Award, Johns Hopkins Applied Physics Laboratory (2011)
Special Achievement Award, Johns Hopkins Applied Physics Laboratory (2010)
Special Achievement Award, Johns Hopkins Applied Physics Laboratory (2009)
Special Achievement Aware, Johns Hopkins Applied Physics Laboratory (2008)
Davis and Elkins College Outstanding Young Alumnus Nominee (2006 - 2008)
Appalachian College Association Distinguished Scholar (2003)
WVIAC Intercollegiate Athletic Scholar (2001-2003)

PROFESSIONAL SOCIETY MEMBERSHIPS

Information Systems Security Association (2011 – Present)
Healthcare Information and Management System Society (2011 – Present)


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