Christi M. Howell

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SUMMARY:

. Over ** years of proven Strong written and verbal communications,

interpersonal relations and analytical skills

o Accredited Editor of a CNRIC (Navy - Carswell) Process/Procedure

DVD(2007)

. 10 Years preparing written instructions: User Guides, Training

Material and Reporting Metrics.

. 15 years experience supporting systems, networks and users in an

Enterprise environment.

. 15 years Proven Strategy and Execution methods

. Proven Ability to resolve unique and complex problems

. Proven Ability to Research, Develop and Implement Solutions for

complex problems - and - to communicate them to the Team.

. Proven Effective Technical Skills: Over 15 years of expert experience

in hardware and software configuration, Training, installation,

testing, evaluation, computer troubleshooting, network printer

installations as well as setting up and configuration of workstations.

. Maintained and built client relations with site staff and executive

employees and customers, very client oriented and results driven with

deadlines that can impact production.

. Possess strong attention to Client and Customers' needs in order to

maintain a consistent vision of time management and follow up.

. Over 15 years of Proven Ability to quickly become familiar with net

products and technologies.

. Ability to obtain Certifications as required.

. Proven ability to work in a Team environment.

TECHNICAL SKILLS:

. Hardware: 15 Years Experience Diagnosing/Troubleshooting/Resolving

issues on PCs, Printers, Servers and more on site and virtually.

. 7 Years Experience Installing and Testing Personal Computers,

Printers, Servers and more.

. Exchange Server Management

. Software Support: Encryption SW; PKI Certificates; SCCM; SMS; Citrix;

LAN/Wi-Fi Connectivity; MS Office 2000 thru 2010, MS Outlook, Lotus

Notes, SAP, Adobe Products, McAfee and Norton, NetMeeting, Altiris,

Enterprise Applications and various other Microsoft Products like MS

Visio and Visual Studio

. CheckPoint VPN Client, iPass, Odyssy, Sierra Wireless

. 7 Years User Account Administration via Active Directory (3 Years with

various Elevated Administrative Rights)

. 15 Years Experience Desktop Support starting with MS WIN 3.x to

Windows 7, Mac OS and Microsoft Office 1998 to 2010.

PROFESSIONAL EXPERIENCE:

07/06/2010- 08/06/2014

Maintech - Lockheed Martin

Fort Worth, TX

Desktop Support Technician - EBS/DCT/Maintech for Lockheed Martin

Write up Technical Manuals for Team and Customer use.

Proven excellent interpersonal skills, effective team player and ability

to work independently

Hardware Support: Dell, IBM and HP Platform Desktops and Laptops and

Macintosh

Demonstrated expert ability in providing technical, operations, and

training support to users of company PCs either on-site or virtually on

desktop hardware and software packages for PCs.

3 Years' Experience with Incident/Problem Management processes and tools:

Remedy, AskIT, SLIM, Casper, latest MAC OS

Remotely push Software - SCCM

Load LM Aero Windows XP; Vista and Windows 7 Images

Demonstrate hardware diagnostic/troubleshooting skills confirmed by

related work experience.

Utilize Active Directory to maintain PCs connected to the Network

Confirm Network Connectivity at ports/jacks in Network Closets

Software Support: Windows XP/Vista/7; MS Office 2003/2007/2010, MS Outlook

2003/2007/2010, SMS Support, Enterprise Application, VPN/Remote Access,

Wi-Fi, Mobile Device, Encryption Software and PKI Certificates

06/22/2009 - 07/05/2010

ACS - Disney

Dallas, TX

Technical Support Representative - Disney

Corporate Phone Support

MS Office 2003/2007; POS Support; MS Windows XP; Backstage Pass/Two Factor

VPN Client; MS Outlook 2003/2007; Enterprise Application Support; Third

Party SMS and NetMeeting for Remote Services; LAN Connectivity on personal

PCs; Active Directory: User Profile Administration (administrative

rights); Exchange Server Management

Average Daily Statistics and Ticketing System

80 Incoming Calls

50+ Calls: First Time Resolution

Ticketing System Used: HP OpenView

05/30/2007 - 05/05/2009

S&A Computers - Rockwell Collins, Inc.

Richardson, TX

Field Service Technician - Rockwell Collins, Inc.

Created IT Related How To Documents for Rockwell Employees - they have

been officially added to the Rockwell Collins New Hire Packet.

Hardware Support: Dell Platform Desktops and Laptops - including

Workstation models

Re-built, replaced parts, ordered parts from Dell Direct under Warranty

Maintained Parts: Ordered, Cancelled, Deployed, Submitted Requests for

Parts to be Added/Removed from Enterprise Stock Application, Received

Parts (Included PCs and peripherals)

New Hire PC Deployments: Imaged, Enterprise Set Up for user profile,

Deployment, Confirmation employees were able to log in and function,

Answered any Questions and Created New Hire Basic How To Documents

Imaged PCs using Enterprise Bart/EVO Loadset (customized corporate version

of WXP)

Installed standard WXP Svc Pack 2 on Test/Lab machines (Government/DoD

Facility)

Utilized Active Directory for user ID verification

LAN Connectivity/Assisted with Server Issues

Conference Room Support

Software Support: iPass/CheckPoint VPN, HomeConnect, Juniper; Internal

Wireless, Lotus Notes; Windows XP; Enterprise Applications; IE v6 and 7;

Adobe Acrobat; MS Office 2003, MS Communicator

03/02/2007-07/30/2007

Navy CNRIC at Carswell

Fort Worth, TX

Technical Support Representative - DoD Secret Security Clearance

Navy Desktop Support

Contribution: Accredited Editor of CNRIC Policy/Procedure DVD

MS Outlook 2003; MS Office 2003; Citrix: Password Resets/Connectivity;

SharePoint: Password Resets/Connectivity; OS: MS WXP/2000; Active

Directory: User Profile Administration (extensive administrative rights);

CAC Support (Security Card Authentication etc); Video Conferencing; LAN

Connectivity; Dedicated Desktop Support for CNRIC

11/22/2006-05/02/2007

Ciber, Inc. - Army Reserve

Dallas,TX

Technical Support Representative - DoD Secret Security Clearance - Army

Reserve Help Desk

Corporate Phone Support

MS Outlook 2002/2003; MS Office 2002/2003; MS Windows XP, including

upgrading to Svc Pk 2; VPN Client; LAN Connectivity on personal PCs;

Active Directory: User Profile Administration (administrative rights); CAC

Support; Dameware (Used for Remote Services)

08/30/2005-11/20/2006

CompuCom - Rockwell Automation

Dallas,TX

Senior Technical Support Representative - Rockwell Automation

Corporate Phone Support

MS Office 2002/2003; MS Windows XP/2000, including upgrading to Svc Pk 2;

CheckPoint VPN Client; Tier II Lotus Notes Support; SecurID: Soft Token

Support; Enterprise Application Support; Altiris; LAN Connectivity on

personal PCs; Active Directory: User Profile Administration

(administrative rights); CAC Support; NetMeeting (Used for Remote

Services)

Average Daily Statistics and Ticketing System

20 Incoming Calls

10+ Calls: First Time Resolution

Ticketing System Used: Lotus Notes Database and HP OpenView

Contributions

Maintained Team Personnel Contact Records

Maintained Team Incentive Database

09/14/2004-08/29/2005

Computer Generated Solutions, Inc. - Ernst&Young LLP

Dallas,TX

Technical Support Representative - Ernst&Young

Corporate Phone Support

Lotus Notes; MS Office 2002/2003; MS Windows XP, including upgrading to

Svc Pk 2; VPN Client; Enterprise Application Support; SecurID: Hard Token

Authentication; LAN Connectivity on personal PCs; Active Directory: User

Profile Administration (administrative rights); Timbuktu and Lotus Notes

Sametime (Remote Support)

Ticketing System and Average Daily Statistics:

20+ Incoming Calls

15+ calls: First Call Resolution

Ticketing System: Quintis and Remedy

Contributions:

Created/Maintained Team Work Schedule

Assisted with Company Picnic Arrangements

10/1999-10/2001

Earthlink

Dallas,TX

Technical Support Representative

Private Sector Internet Service Support for MS Windows 3.x/95 a and b/98

and 98SE/XP and MAC OS 7.x thru OS X

Dial Up Networking Support; Assisted in Downloading Internet Browsers,

Email programs; Assisted with the installations/configurations of DUN,

Browsers, Email and there various Programs

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Christi M. Howell

aco8u5@r.postjobfree.com

903-***-****

17980 Cherry Ln.

Mabank, TX 75156

Contact this candidate