Manager Help Desk

Shalena L. Morrison

**** ********** **.

Atlanta, GA 30331

C: 832-***-****

*******@*****.***

OBJECTIVE To obtain a position that will allow me to utilize my Information Technology skills in a fast

paced growing dynamic environment.

SUMMARY OF

QUALIFICATIONS MS Operating Systems, Introduction to Project Management, MS Word, Access,

Excel, Outlook and Vista

EDUCATION

2006-2009 ITT Technical Institute Springfield, VA

Associate’s Degree

Major: Computer Network Systems

GPA: 3.41

Graduated: June 2009

1999-2003 Rochester Business Institute Rochester, NY

Associate Degree (A.O.S.)

Major: Administrative Information Processing-Medical Option

Graduated: January 2003

EXPERIENCE

09/09-Present Kadix Systems/DRC Pentagon/Arlington, VA

Help Desk Analyst/Security Analyst

• Support the eCCS program, answer and respond to technical and administrative calls related to

the eCCS applications via phone or deskside support.

• Use my knowledge of the software to provide solutions to customer issues or gather additional

information to provide to the developers and system engineers for further troubleshooting.

• Assist customers with successfully accessing the Staff Action Correspondence and Control

(SACCP) Software.

• Assist users with registering for the SACCP classes

• Create user accounts in SACCP

• Create user accounts in SIPR SACCP for new users

• Reset passwords for SACCP and SIPR SACCP

• Patch servers with the latest IAVA's and latest vulnerabilities that are generated from the Retina

scan provided to us by IA and the JTFGNO website.

10/07-09/09 ATEC/STG Inc. Alexandria, VA

Customer Support Specialist II / Helpdesk Lead

• Provided phone and in-person support to users in the areas of email directories, standard

• Windows desktop applications and applications developed under this contract or predecessors.

• Served as the initial point of contract for troubleshooting PC hardware/software and peripheral

problems.

• Escalated problems to higher level of support.

• DameWare remote utility to connect to users machine to correct problems.

• Enter tickets to Belvoir using Remedy for Exchange issues.

• Used Norton Ghost to image laptops and desktops.

• Managed user accounts in Active Directory.

• Un-locked users CAC cards and reset pin numbers.

• Registered PKI for encrypted messages for CAC.

• Installed or removed required software.

• Served as the alternate Help Desk Lead to perform supervisory duties when needed.

• Tracked the status of all helpdesk requests and change orders in Service Desk.

• Configured Blackberry devices for first time use.

• Assisted with the deployment of Vista

• Assisted with the Set up of user accounts and password resets in Mobile Armor

• Entered Remedy tickets to the Ft. Belvoir help desk to remove/re-add user to the BES

• Ensured employees sign in/out on a daily basis.

• Ensured employees update timecards.

• Assisted with training new employees at the desk, assisted with interviewing potential employees,

communicated effectively with all management and personnel.

• Ensured that employees check their STG e-mail accounts.

• Communicated effectively with all management and personnel.

• Ensured the appropriate configuration of the operating environment to support new applications

and security compliance.

• Worked with local users and managers to coordinate requirements, schedules, and resolved

operational issues.

• Maintained and checked the status of all help desk change orders, requests and incidents in the

queue to ensure that our ticket count was low and accurate per the SLA requirements.

• Provided formal and informal training and user orientation in the use of existing, new, or changed

technology.

7/07-10/07 USPS/Serco Merrifield, VA

Help Desk Support/Inventory

• Assisted customers by entering trouble tickets in Help Track System

• Established inventory of computers, monitors, laptops, printers and various hardware for use

throughout the Merrifield United States Postal Service location

• Enter property information into Help Track

• Served as alternate Help Desk support.

• Updated laptops with the needed Microsoft windows updates.

• Escalated tickets to the appropriate IT technician.

3/03- 7/07 Ft. Myer ACAP/Serco Arlington, VA

Automation Specialist

• Assisted clients use the automated system in the ACAP employment center

• Registered/scheduled clients for upcoming classes and counseling appointments

• Provided technical assistance on the automated tools and internet to include DoD (Department of

Defense) Job Search, Job Listings, Federal applications (Federal resumes), Resume writing

Software, and Word Processing Applications

• Carried out administrative activities in direct support of center operations, client services and the

ACAP Center management and staff

• Performed required reports (Administrative and Quarterly Report), performed routine system

maintenance, and system upgrades

• Used and Maintained computer system and equipment

• Provided system and program overview and functionality to visitors

• Answered questions and provided information about features

• Answered multi-line phone with for ACAP direct calls to the manager and staff

• Scheduled clients for appointments to attend workshops and counseling sessions

• Maintained all files pertaining to the clients of ACAP

• Entered trouble tickets to technical support as needed to fix any problems with the computers or

the programs

• Printed OLRSC reports, reflecting client usage of ACAP for manager and staff

• Answered and addressed client questions/concerns about the transition process

• Performed an semi-annual inventory of office supplies

CLEARANCE

• Secret clearance-Active

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