Customer Service Information Security
Resume:
JOEL S. FOWLER
Philadelphia, Pa. 19140
*********@***.***
Certifications:
oFederal HIPAA Certification: Department of Veterans Affairs
oFederal VA Privacy Information Security Awareness and Rules of Behavior Certification: Department of Veterans Affairs
oPrivacy Security Rules of Behavior: Department of Veterans Affairs Office of Information & Technology (OI&T) Security: Date, 2013
oDCSE: Dell Certified Systems Expert & Dell Lead Certification
oNACI: (National Agency Check with Investigation) Federal Security Clearance: Department of Veterans Affairs fully adjudicated: 2013
Professional Experience:
DELL 2013 - 2015
Lead Support Analyst
Image and Deploy Dell Desktops, Department of Veterans Affairs (Philadelphia PA VAMC).
4 years, 600,000 Desktop installation Contract, 1200 VA hospitals nation-wide (including Puerto and Virgin Islands).
Direct and manage the imaging and deployment activities of Dell computers at the Department of Veterans Affairs.
Direct liaison contact between Dell Program Manager, and the Department of Veterans Affairs OI&T Points of Contact.
Direct scheduling and strategy activities to meet installation goals.
Direct installation.
Track and maintain Dell HW inventories.
CDI 2012- 2013
Service Delivery I/T Asset Coordinator:
Primary responsibility is to develop, implement, administer, and maintain policies and procedures for ensuring that all company hardware assets are accounted for.
Secondary duties were to perform technical troubleshooting and provide OS related HW and SW support for Desktops, Laptops, iPhones, iPads, Smart Phones, Blackberries, cell phones, network and personal printers for the end user.
Also responsible for providing superior customer service and ensuring a quick resolution to customer.
Aramark 2003 – 2011
Technical Analyst
Maintained TLC management of Laptop Return/Disposal processes and procedures and TLC inventory/shipping processes.
Provided technical knowledge required to perform Laptop Support/Hardware functions and Laptop Return and Disposal processes, and BlackBerry Technical Support.
Provided TLC communication with clients, peers, and management, increased interaction with Deskside due to Return/Disposal process.
Managed call/problem documentation in Peregrine, also tracking for Return and Disposal quotes.
Provided customer service on quotes for Return/Backup process. Tracking of TLC inventory. Assigned request to TLC techs through SC request management.
Maintained thorough call/problem documentation in Peregrine. Assist in Knowledge management process for Blackberry and TLC services.
New laptop deployments.
Laptop replacements.
Laptop re-imaging: this included saving present data, migration of data to new image & memory upgrades to meet up to date standards.
Laptop warranty break / fix services.
Hardware diagnostics.
Blackberry (PDA) configuration and setup.
Aramark 2000 –2003
Jr. Quality Assurance Analyst
Assisted with preparation for Change Management implementation.
Assisted with transition plans for Quality Assurance group.
Assisted with reevaluation of requests from other groups for use of applications, MS service requests, HR and ADP Oracle development and security.
Assisted with final review of QA pilot documentation for IT groups.
Assisted with the disaster recovery for final development of manual processes and Change Management LAN requests development and preparation workflows.
Assisted with plans for implementation of testing tools.
Backup resource for website maintenance.
Change management maintenance.
Closed program requests (LMF, Mobius, DB2, Vista, QMF, Oracle, etc.) in the MS access databases, when they have been marked completed by their respective processing teams.
Move all accompanying Outlook requests to the archive/complete folders.
Close all infrastructure requests after the Friday report has been posted to the website.
Move all related Outlook requests to archive/complete.
On Fridays, run the open request report. Go through change request and archive/complete folders to see if they are completed. This report is forwarded to the respective processing teams.
On server, zip all requests from previous month to server.
Burn all of the requests for archive/complete folders and zip folders to CD.
Hardware, Operating Systems:
oThinkPad T43; ThinkPad T60; ThinkPad T61 ThinkPad T400; ThinkPad T410; ThinkPad T410s
oThinkPad X61; ThinkPad X200; Desktops: ThinkCentre M52 8213; M55 8810
oMS Windows 2000; Windows XP; 2003; Windows Vista; Windows7, Mac OSX
ARAMARK 1982-2000
Systems Operator
Operate and Monitor LAN, WAN UNIX and MVS processes.
Monitor all systems for hardware and software problems.
Documentation and maintenance of production processes for LAN, WAN OS2 and UNIX environments.
Procedures and documentation.
Maintenance and creation of FTP mailboxes.
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