S ELE NA MU RPHY

Top Secret Clearance

Professional Summary

Call Center, Customer Service, Technical Support experience in Information Technology,

Windows 2007, MS Office Professional, SMS, Active Directories, EDI, Remedy, Heat,

Magic, Crystal Reports, MS Outlook, HP Openview, Sitescope, Citrix, VPN, LAN/WAN

(routers, T1, data/voice circuits), LDAP, Mainframe

Professional Experience

CSC, 3160 Fairviev Park Drive, Falls Church, VA

October 2014-Present

Intermediate Newtork Engineer (Defense Information Systems Agency, Fort Mead)

1 Monitor the DISANet NIPR and SIPR network enterprise (Servers,Routers,Circuits,

Internet,Intranet,VPN Concentrators) at the DisaNet Systems Monitoring Center via

Sitescope

1 Monitor NetIQ for server activity and report all Outages, Degrations and Hazcons to

all appropriate point of contacts

2 Facilitate priority issues power point presentation for the daily Morning Operations

Meeting

3 Work in conjunction with the Service Desk and Problem Management team on

priority one issues (sending outage reports and updates)

4 Record precise daily documentation of all activities in the event log and shift turnover

5 Document all inquiries in the Remedy ticket tracking system

CSC, 3160 Fairviev Park Drive, Falls Church, VA

April 2014-October 2014

Help Desk Specialist (Defense Information Systems Agency, Fort Mead)

1 Provide first level technical hardware and software support to customers remotely at

the DISANet Service Center

6 Diagnose analyze evaluate problems, provide accurate and expedient resolutions with

desktop remote control tool (Dameware), assist customers through the problem

solving process,.

2 Perform various customer service requests: installing applications and software, map

drives and network printers, perform CAC registration in Active Directory, CAC card

certificate republishing, configure outlook on NIPR and SIPR networks

7 Document all inquiries in the Remedy ticket tracking system

DMI INC, 6550 Rock Spring Drive, Bethesda, MD

July 2012-April 2014

Service Desk Analyst (State Department)

9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769

CELL 301-***-****- EMAIL acn4jj@r.postjobfree.com

Diagnose analyze evaluate problems, provide accurate and expedient resolutions with

3

desktop remote control tool, assist customers through the problem solving process

8 Perform various auxiliary duties / customer service requests

9 Map drives and network printers, perform account and DL updates in Active

Directory, configure outlook on NIPR and SIPR networks

10 Log and track all inquiries via problem management application

11 Mentor new personnel

LINK SOLUTIONS INC, 12007 Sunrise Valley Drive, Reston, VA

February 2009-June 2012

Service Desk Analyst (State Department)

2 Provide first level technical support to customers remotely at the IT Service Center

3 Diagnose analyze evaluate problems, provide accurate and expedient resolutions with

desktop remote control tool, assist customers through the problem solving process

12 Perform various auxiliary duties / customer service requests

13 Map drives and network printers, perform account and DL updates in Active

Directory, configure outlook on NIPR and SIPR networks

14 Log and track all inquiries via problem management application

15 Mentor new personnel

WESTAT, 9274 N Gaither Road, Gaithersburg, MD

March 2008-February 2009

Data Collections Specialist / Abstractor

1 Contact Providers for a national health care study (MEPS / Dept of Health & Human

Services)

1 Abstract patient accounts and medical records

TELESEC CORESTAFF, 10 N Jefferson Street, Frederick, MD

January -March 2008 Matthews Media Group, Inc

Customer Service Representative

1 Clinical surveyor for a Fibromyalgia study

May 2006-2008

Housewife

VALUEOPTIONS, 12369 Sunrise Valley Drive, Reston, VA

January 1998-May 2006

Senior Analyst/Team Lead

1 Assist in managing the workflow of The Technology Call Center

1 Assist with developing and implementing new policies, procedures, SOPS

9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769

CELL 301-***-****- EMAIL acn4jj@r.postjobfree.com

Acts as liaison between user community and other departments

1

Responsible for training / documentation, evaluating new and existing personnel

1

Monitoring daily activities and customer-personnel relations

1

Call Tracking Software (Heat) Administrator

1

Complete statistical reports

1

September 1997-January 1998

Help Desk Analyst

1 Provide technical support to users of a specialized in-house system

1 Diagnosed problems and provide accurate and expedient resolutions

1 Create security accounts for various in-house applications

1 EDI

June 1997-September 1997

Interim Supervisor

1 Presided over day to day operations of the Corporate Help Desk

1 Planned and supervised the workflow of seven staff members

November 1996-June 1997

Help Desk Analyst

1 Provide technical support to users of a specialized in-house system

1 Diagnosed problems and provide accurate and expedient resolutions

1 Create security accounts for various in-house applications

GEICO, 1 Geico Plaza N.W. Washington, DC

October 1993-November 1996

Help Desk Analyst/Jr. LAN Administrator

1 Provide first level support to end users by troubleshooting hardware/software

problems

1 Supplied both network and technical support

1 Responsible for administrative support for all LAN Servers and Novell users

1 Responsible for monitoring various servers and applications

1 Performed tape back-up and file recovery for ARCServe, replication procedures of

Lotus

1 Developed, edited, and maintained procedure manuals and standard operating

procedures

1 Performed Monthly/quarterly statistical reporting, database restoration, and liaison

June 1991-October 1993

Network Controller

1 Provide basic first level support to users

1 Responsible for troubleshooting network problems

June 1990-June1991

System Controller

1 Monitor day to day operations of the tape library functions

9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769

CELL 301-***-****- EMAIL acn4jj@r.postjobfree.com

CERTIFICATIONS

CompTIA Security +

HDI -Support Center

SPECIALIZED TRAINING

* Computer Learning Center, Springfield, VA

-Computer Science Certificate, 1990

-Honor Graduate

EDUCATION

* Howard University, Washington, D.C. Bachelor of Science in Therapeutic Recreation,

1980 Cum Laude

* Prince George’s Community College, Largo, MD Associate of Arts in General Studies

1977

9 HOLLOW CREEK CIRCLE - MIDDLETOWN, MD 21769

CELL 301-***-****- EMAIL acn4jj@r.postjobfree.com

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