Customer Service Manager
Resume:
Jennifer Capps
Harker Heights, TX.
************@*****.***
PROFESSIONAL OBJECTIVE:
To obtain a professional position in a challenging and goal-oriented Information Technology environment.
EXPERIENCE:
Executive Systems Support
Oriental Trading Company
June 2008 – April 2010
Omaha, NE
• Provides immediate support to Executives and staff members for either PC, server, or midrange
applications or hardware
• Provides support for internal clients on either PCs, applications, peripheral devices or hardware
• Works effectively with the IT Help Desk to resolve technology issues that the Help Desk is unable
to resolve
• Develops PC images and maintains PC images, configurations and parameters
• Moves and deploys PC’s as needed
• Interacts with network services, software systems engineering, and/or applications development
to restore service and/or identify and correct core problems
• Simulates or recreates client’s problems to resolve operating difficulties
• Recommends systems modifications to improve client satisfaction
• Maintains currency and highest level of technical skill in field of expertise
• Documents resolution of issues worked
• Provides superior customer service to our clients
• Interacts with internal clients in a professional manner through phone, email or in person
• Participates in scheduled on-call duties: must be available 24 hours/day to receive calls,
investigate and solve issues
• Coordinate, set up & support video conferences using integrated multimedia equipment
Information Systems Division Supervisor
710th Medical Squadron
March 2005 – December 2009
Offutt AFB, NE
• Ensure workstations, peripherals, communications devices, and operating systems/application
software are properly configured for network operation, are on-line, and are available to
customers.
• Assigned and maintained username and password database, and administered user privileges on
all systems.
• Maintained access control to the network, added, removed, and modified user profiles.
• Performed installation of equipment, connection of peripherals, and the installation/deletion of
user software.
• Satisfied initial system diagnostics and trouble-shooting requirements of workstations.
• Performed bulk-loading/uploading database files for resident application programs.
• Format partitions, replace, back-up and restore hard drives.
• Perform Information Manager responsibilities which include operation of the Air Force Records
Management System and records integrity reviews.
• Create and maintain organizational continuity plans and systems.
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Jennifer Capps
209 Fitzgerald Ct.
Harker Heights, TX.
************@*****.***
Infrastructure Support Analyst
Nebraska State Patrol
June 2004 – August 2007
1500 Hwy 2
Lincoln, NE
• State Information Security Officer (ISO) for the Combined Law Enforcement Information Network
(CLEIN).
• Point of contact for the Criminal Justice Information System (CJIS) division of the FBI for the
State of Nebraska.
• Monitor teletype traffic for over 1200 terminals and wireless devices on the CLEIN network.
• Accomplish hardware and software modifications to nodes and infrastructure of network.
• Function as 24-hour Help Desk for 3500 + users and performed troubleshooting for all hardware,
software, and network infrastructure problems.
• Assign user ids and passwords to new members of CLEIN network; install new users to the
system through the message switch; change and reset passwords as required.
• Perform back-up procedures for all criminal histories run through the message switch enabling
auditing and information storage usability.
• Administrator of the state message switch; gather statistics and participate in several committees
and meetings.
• Manage weather information and county zone code input for proper dissemination of weather
information data.
• Execute off-line searches for various investigations to include internal affairs, criminal, drug and
traffic investigations.
• Make daily decisions analyzing internet usage, system security, and composition and
development of policies for the network and system security.
• Migrated and administered approximately 150 nodes onto Domain Name System, upgraded all
PC’s on network to Anti-virus protection and Microsoft updates.
TECHNICAL PROFICIENCIES:
Platforms: Databases:
Windows Oracle
Macintosh
Tools:
Microsoft Word, Access, Excel, MS-Project, PowerPoint, Lotus Notes, VNC, Mainframe, Crystal Reports,
Adobe, McAfee, Publisher, Visio, HEAT, Remedy,
Languages:
HTML, SQL, XML
EDUCATION:
Doane College
Bachelor of Science, Information Systems Management
Community College of the Air Force
Associates, Information Management
Associates, Law Enforcement
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Jennifer Capps
209 Fitzgerald Ct.
Harker Heights, TX.
************@*****.***
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