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ELINA ELLIS
309 B
Smith St, Gunter Annex, Montgomery, AL 36001 Phone (405) 537-9876
Email:
elina@yahoo.com
________________________________________________
_________Comptia Certified IT Professional__________
Offering over 7 years of field
experience
Certifications and Qualifications
-Comptia A+,
Network+, Security+ certified; Windows 7 and Microsoft Office; Secret Security
Clearance
-ITIL certified
in 2007 with effective knowledge of service levels and work order management
-Directly
responsible for user account management of 560+ users in active directory
-Frequently
trained new employees for use of system, phone etiquette and customer support
procedures
Professional Background
TAIC-Technology Associates International
Corporation Project Manager: Ben Corson
Ÿ SENIOR COMPUTER TECHNICIAN (TIER 2)-System Administrator for a
workgroup computing environment. Planned
and delivered customer support services to the organization. Installed, upgraded, delivered, and provided
troubleshooting for hardware and software components. Performed file backups and restores, system
and peripherals troubleshooting, and component repair. Provided a high level of customer service
for a wide variety of computer and network problems. Monitored, analyzed, and resolved end-user
issues and provided informal training and assistance.
DISA-OKC-Defense Information Systems
Agency Branch Chief:
Jim Parmley
Ÿ CUSTOMER SUPPORT
SPECIALIST- Applied comprehensive knowledge and skill in concepts, methods, and
procedures. Provided troubleshooting
and assistance with
recovering systems, files, and network systems; to resolve the most
complex customer problems while providing friendly and informed customer
service.
Ÿ INDUSTRY SYSTEMS ANALYST-Employing
personal experience and knowledge in order to methodically locate and utilize
industry specific information in ticketing systems. Examples of such systems include (MAPS)
Mission and Application Portfolio System and (KM) knowledge Management. These specialized tools and others are
successfully utilized to diagnose a wide variety of customer service issues and
fulfill requests. Specialized software essential to maintain redundancy of
systems, and to achieve minimal interruption within the framework of policies
and directives.
Ÿ TICKETING SYSTEMS AND
WORK ORDER ANALYST-Responsible for clearly communicating with customers and
technicians through trouble tickets in Remedy Ticket Management System
(TMS). Recognized, analyzed, and
resolved server, network, and mainframe operating system issues, system
software problems, or application issues.
Documented clear, concise, and complete requests from external customers
in order to accurately complete (TMS) trouble tickets. Ensured proper resolution with the highest
efficiency possible.
Professional
history cont’d
Ÿ PERSONAL
STANDARDS-Maintained quality of work as transition between contracts took
place. Successfully transitioned to the
new contract and was able to renew a security clearance and accept new
responsibilities to continue duties as an application support and customer
support.
Ft. Sill Officer Training Classroom
Network Team Lead:
David Ford
Ÿ SYSTEM ADMINISTRATOR-
US Army Classroom at Ft. Sill, Oklahoma as a junior systems administrator. Duties included releasing patches and updates
through Microsoft Management Console (WSUS console) and updating software using
VBScripts. Responsible for the Servers
running the classroom network. Mitigated
security issues according to Security Technical Implementation
Guides (STIGs) on backup server (Windows 2008). All updates and patches released according to
Information Assurance Vulnerability Management (IAVM) notices. Effectively assisted in server rack
relocation including reconstructing racks for space consolidation and rewiring
equipment.
Ÿ ASSISTANT IT
MANAGER-Keeping time and attendance for all techs, to submit to project managers.
Tracking helpdesk duties as well as pc and network hardware issues in work
order ticketing system. Effective
management of user accounts in active directory.
Education
1997-1998-Eisenhower High School (Lawton, OK)-
Graduated
1998-1999-Oklahoma University- Started
OU with an elected major of Business Marketing
1999-2001-CameronUniversity- college courses
2001-2001-Oklahoma City Community
College- college courses
2002-2003-Great Plains Technical Institute- Completed coursework for Windows
OS and Dos
2004-2009-CBTDirect-
Online training for Comptia, Microsoft and Cisco certification
Recent Work History
Technology
Associates International Corporation Jan 2011 to Present
Computer System Designers
(CSD) /PEsystems Nov 2010 to Jan 2011
Consolidated
Networks Inc June 2010 to Nov 2010
CNITechnology
June 2008 to June 2010
Dell
Computers Inc Apr. 2007 to May 2008
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