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Technical Training Specialist & Help Desk Support

Location:
Alexandria, Virginia, United States
Salary:
$50/hr
Posted:
December 29, 2017

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Resume:

STEVEN S. HEBLER – RESUME

Alexandria, VA (***) **5–7960 ac3um2@r.postjobfree.com LinkedIn Profile

EDUCATION

The University of Toledo, Toledo, OH Jun 2008 – Nov 2010 Ph.D. Candidate – Curriculum & Instruction in Mathematics Education (36 hours completed) Bowling Green State University, Bowling Green, OH Jun 2004 – Aug 2006 Master’s Degree - Mathematics

Bowling Green State University, Bowling Green, OH Jan 1989 – Dec 1993 Bachelor’s Degree – Mathematics

Current Security Clearance: Public Trust from USPTO – May 2013 to May 2018 EMPLOYMENT EXPERIENCE

RPS Farms, Pemberville, OH – June 2017 to Dec 2017 Senior IT-Agriculture Technician

• Troubleshoot and repair desktops, laptops, printers, network peripherals and agricultural electronics

• Train and update end users in use of agricultural and financial software packages (Win7/10 & macOS)

• Assist local farmers with repair or replace of farm equipment

• Operate trucks, tractors and trailers to transfer grain from field to dump site

• Perform mechanical repairs of gas and diesel engines, including hydraulic and cooling systems

• Plan and complete small construction and electrical projects

• Operate tilling, grain handling, baling and other heavy equipment as required Dean & Company, Vienna, VA – March 2017 to May 2017 Mac Help Desk Technician

• Prepare equipment for summer interns for Dean & Co., D.C. Energy and Dean Ventures LLC

• Encrypt, image, deploy, troubleshoot, decommission and sell/dispose of Mac laptops

• Locate, apply barcode, label and inventory all IT assets

• Create, modify and delete user accounts for Gmail, Active Directory, Office 365, COTS, etc.

• Address all user issues via email, telephone, IM and walk-in DC Public Schools, Washington, DC – May 2015 to Sept 2016 Senior Software Trainer & Help Desk Support

• Training base of 50,000+ district employees; 60,000+ students

• SME and training developer for Aspen SIS Gradebook training program

• Classroom trainer for the Aspen Student Information System

• Develop comprehensive master schedules for 120+, K-12 school buildings

• Create and deliver online support using MS Office, WebEx, Captivate and Camtasia

• Create and update training and support documentation, including quick reference guides

• Troubleshoot software, hardware and network issues via Aspen hotline, email, walk-in and school visits

• Oversee District’s standardized assessments at on-sight school locations U.S. Patent & Trademark Office, Alexandria, VA – Feb 2013 to May 2015 Senior Software Trainer & Help Desk Support

• Training base of 11,000+ patent examiners, both local and remotely across the COTUS

• Classroom trainer for patent examining proprietary software, COTS and GOTS

• SME and Training Developer for MS Word 2016 training modules

• Troubleshoot software and hardware via Group Chat, Hotline, email and face-to-face assists

• Create and deliver online courses using MS Office, WebEx, Captivate and Camtasia

• Encrypt, image, configure, deploy and troubleshoot laptops, desktops, displays, printers and projectors

• Improve personal knowledge by completing Dept. of Commerce e-Learning courses

• USPTO / Federal Government software experience:

- eDAN, EAST, OACS, WEST

- MS Office 2010 – 2016, Office 365, O-365, SharePoint, Outlook, Lync and Group Chat

- WebEx, Captivate, Camtasia, Blackboard, Cisco UC, VPN/SSL and Remote Desktop Connection

- Windows 7/10, macOS 10.6-10.12, HP printers and Sharp, Canon & Ricoh copiers

- Active Directory and Adobe Acrobat Pro, Photoshop and Illustrator American Institutes for Research, Washington, DC – Nov 2011 to Oct 2012 Help Desk Manager for the Florida Department of Education

• Manage the Help Desk, Florida Test Item Bank and Florida’s Secure File Transfer Protocol (SFTP)

• Provide onsite training for 300 teachers and Florida Department of Education members

• Set up user computers, install software packages and configure network and security settings

• Create user accounts, assign permissions, reset passwords and configure email settings

• Create training manual for item creation, editing and SFTP uploads

• Provide 24/7 contact and resolution via face-to-face, telephone, email and pager contact

• Configure A/V equipment, routers/switches, wired/wireless networks, printers, scanners and copiers

• Troubleshoot issues pertaining to macOS 10.6-10.12, Windows XP/Vista/7/10, Active Directory, MS Office Suite 2003-2016, Office 365, Lync, Outlook, Communicator, WebEx and Adobe Acrobat, Illustrator and Photoshop

American Institutes for Research, Washington, DC – Nov 2011 to Aug 2012 Math Test Development Specialist

• Develop and review math items for State Assessments in DE, HI, OH and MN, using Common Core State Standards and various formats of multiple choice, grid-tool and dynamic response items

• Research and modify math items with the Delaware Department of Educ. members and 40 math teachers

• Create a new, division-wide AIR Help Desk and AIR Hard-to-Measure Item Bank for all projects, in-house writers, clients and external sub-contractors

• Improve the training of the employee pool for Florida item conversion, secure file transfer and IT system entry, by streamlining the needs of the client and our file conversion process Libbey High School, Toledo, OH – Aug 1998 to Jun 2008 Mathematics Teacher, Technology & Audio-Visual Coordinator

• Department Chairman of Mathematics – Aug 2003 to Aug 2008

• Supervising Teacher – train pre-professional and methods students from the University of Toledo

• Teach grades 9-12 in Pre-algebra, Algebra 1, Algebra 2, Geometry, Trigonometry, Pre-calculus and AP Calculus, Probability & Statistics and TI Graphing Calculator

• Training base of 1,200 students and staff, to utilize all available software and hardware

• Install, maintain and repair Macs, PCs, network services, telephones and computer peripherals

• Create teacher and student accounts and permissions, and reset passwords

• Schedule lab use by classes and teachers; approximately 1,000 students per school year

• Administer diagnostic testing and student assessment using CCC’s computer-assisted instruction MATHEMATICS TEACHING EXPERIENCE

The University of Toledo, Toledo, OH – Aug 2007 to Oct 2011 Bowling Green State University, Bowling Green, OH – Aug 2006 to Dec 2006 Owens State Community College, Toledo, OH – Aug 1995 to July 2011 Monroe County Community College, Monroe, MI – Aug 2008 to Dec 2008 Libbey High School, Toledo, OH – Aug 1998 to Jun 2008 Arlington High School, Arlington, OH – Aug 1996 to July 1998 Eastwood Middle School, Pemberville, OH – Sept 1995 to June 1996 (long-term sub) Cardington-Lincoln High School, Cardington, OH – Jan 1994 to July 1995 Mathematics Professor, Instructor & Teacher

• Department Chairman of Mathematics – Aug 2003 to Jul 2008

• Supervising Teacher – train pre-professional and methods students from the University of Toledo

• Teach grades 7-12: Grade 7 math (regular & honors), Grade 8 math (regular & honors), Pre-algebra, Algebra 1, Algebra 2, Geometry, Trigonometry, Pre-calculus and AP Calculus, Probability & Statistics and TI Graphing Calculators

ADDITIONAL SOFTWARE & HARDWARE EXPERIENCE

• macOS 10.6 – 10.13, numerous applications and utilities, laptops/desktops/iPhones/iPads

• Windows 95/98/Vista/XP/7/10, print/copy/scan/fax and network services, laptop/desktop/mobile devices

• VMware Fusion, Adobe Acrobat/Illustrator/Photoshop, Open Office, Squeeze, WinZip, Audacity, FTP clients and backup/cloning/maintenance applications

• SMART Board and Notepad technologies, Geometers Sketchpad, Wolfram Mathematica & Alpha

• Blackboard, Captivate, Camtasia, GoToMeeting, Citrix, Skype, CourseCompass, MyMathLab, MathXL, Banner and CAI/CCC online educational packages

• Digital projectors, video conferencing, TI Graphing Calculators 83/84+, overhead display units, the TI Presenter, Student Response Systems/Classroom Clickers and the required software applications CONFERENCE PRESENTATION:

Quilting with Mathematics

Ohio Council of Teachers of Mathematics, Toledo, OH. – Oct 2006 PROFESSIONAL PUBLICATION:

School Days – A Curriculum Guide for the Toledo Walleye Hockey Club The University of Toledo, Toledo, OH – Summer 2009



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