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Customer Service Information Technology

Iowa City, Iowa, United States
May 21, 2018

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United States Army **D J.A.G. Corps

Honor Graduate August 2008

University of Northern Iowa


Kirkwood Community College

AA degree December 2000

Cedar Rapids Prairie High School

Graduate 1998

Security Clearance and Misc Accreditations:

Active “SECRET” Clearance, thru 2016

State Notary w/ previous Federal Notary

Combat Life Saver Certified


LTC Michael A. Kuehn: Staff / State Judge Advocate, Iowa Army National Guard 515-334-

2828 or

LTC Christopher A. Clausen: Attorney for Moothart Law Firm, MSC Judge Advocate for the 67th Troop Command, IA ARNG, Former Chief of Legal Assistance, OSJA IA ARNG


MAJ Jill A. Finken: Federal Prosecutor for the Department of Justice, Senior Defense

Counsel and Officer in Charge for Trial Defense Services, Original Legal Mentor of mine throughout OEF 712-***-**** or

CPT Caitlyn Wright: Social Worker for the Iowa Army National Guard and the VA Hospitals and Clinics 515-***-****

(More upon request)


IT Customer Service Rep for Unity Point Health Systems Corporate contractor thru TEK Systems in Cedar Rapids Iowa.

December 2014 – Current

Responsible for first-line support for all Information Technology areas including support and problem resolution to all UnityPoint Health departments. Works closely with customer to discern problem, resolving problem, and communicating to 2nd level support when further intervention is required. Utilize Problem Tracking System and log calls received in system database. Provide daily maintenance support for system applications, handling requests for logins and device activation. Work with the Manager, Supervisor, Analysts, Call Center staff and all Information Technology departments in promoting team effort in reaching solutions to customer needs. Essential Functions Responsibilities: Assist customers in problem resolution and logs problem in problem tracking system referring complex issues to appropriate 2nd level support staff. Follow up with customers to ensure satisfactory resolution. Utilize problem tracking system reviewing application elements and procedures utilized by Information Technology staff, and communicate needed changes to the system administrator. Assures compliance with federal, state, and local laws or regulations. Effectively prepares and complies with voluntary accreditation as accepted by the healthcare organizations we serve. Work collaboratively with other IT group members to ensure optimal application functionality. Provide phone coverage as required for essential business needs such as co-worker absences, project implementations, outages, disasters and other needs as identified by management. Provide project status reports on a regular basis for assigned active projects. Provide input for system infrastructure hardware and software recommendations to maintain optimal system performance, maintainability, and security. Assist with new hire and ongoing training needs on new system functions, products and processes to Service Center staff. Pursue internal and external escalation of problem resolution when involved in the best interest of customer and patient satisfaction. Facilitate communications around outage and code-related outages when needed (IT Downtime Notifications, Overhead Paging, Status Line and Whiteboards).

Legal Assistant and State Paralegal to the Staff / State Judge Advocate, Acting Legal Admin to Iowa Army and Air National Guard Department of Defense, National Guard

Bureau, Iowa National Guard, Office of the Staff Judge Advocate, JFHQ – IA. (FED TECH - GS 08 / step 2).

August 2011 – 4 January 2013

Assisting LTC Michael Kuehn, Staff Judge Advocate in all areas of state law matters legal involving the Iowa Army and Air National Guard. FOIA and Privacy Act representative for the State of Iowa. Co-author of Iowa’s Military Law Guides for the Iowa Army National Guard.

Subject matter expert for criminal law and Non-Judicial punishment for the State of Iowa.

Acting Legal Admin (lack of Warrant Officer position/slot in Iowa currently) in charge of all Administrative Separation Proceedings (IAW Army, National Guard, and State Regulations), AR 15-6 Investigations, and Court Martial Proceedings as well as preliminary reviews for State Judge Advocate and Adjutant General for all levels of Command. The Adjutant General, Timothy E. Orr’s, paralegal specialist for all judicial proceedings at TAG level. Below listed job description from deployment. Left Soldier status (HONORABLY DISCHARGED at REQUEST) for Family Growth and to be closer to Elderly Parents.

Legal Specialist 2/34th IBCT Office of the Brigade Judge Advocate, United States Army, Bagram Afghanistan, Operation Enduring Freedom

June 2010 – November 2011

Assisting judges, Army lawyers and unit commanders with legal matters and judicial work.

Provide legal and administrative support in such diverse areas as criminal law, family law, international law, contract law, and fiscal law. Involved in defense and judicial legal services as well as operational and foreign law.

Provide preliminary legal and administrative support to unit commanders and staff and coordinates legal actions with subordinate legal office. Prepare and processes legal

documents in support of courts-martial, non-judicial punishment, and other military justice matters; line of duty determinations, separation board proceedings, and other administrative law matters; legal assistance services; claims processing and investigations.

Supervise the operation of the legal sections in subordinate command or installation legal offices. Provides technical guidance to subordinates. Maintains law/administrative library and section files and records. Monitors and reviews actions to ensure accuracy and timely dispatch or disposition.

West Coast Territory Sales Manager Office Depot, Cedar Rapids IA

May 09 – June 2010 (Left For Afghanistan Deployment)

Present business solutions for office supply needs to a territory specifically designed for my client base in Los Angeles, CA. via telephone and email. Maintain at the minimum $1000.00 a day in revenue through marketing strategies and researching and developing relationships within my specified territory. Price negotiations for supply needs tailored to benefit both sides of the agreements. Mentor new sales people and help them establish their techniques for sales, and customer service.

Skills and Tech Achievements

●Excellent experience and extensive training in dealing with people and analysis of situations, as well as the unusual circumstances encountered.

●Technologically proficient, with sparked interests in new and upgraded systems. Including building computer systems tailored to the user, or the needs of the business. Currently installs and designs home and business security solutions through Internet Protocol Cameras and smart devices.

oDesigned and integrated all currently used forms by the Iowa National Guards Military Justice system from Paper to Evolving Digital Forms using Common Access Cards (CAC or MILITARY ID CARD).

oTroubleshooting, Fixing, and Designing PC Systems for Clients.

oTailored Military Justice Online Software (U.S. Army JAG CORPS Software) with lead Warrant Officer Software Designer and Developer to fit the odd structuring of the Command Break Down of the Iowa National Guard vs Reserve and Active Component Force Breakdowns.

oAs a Hobby run a Small Business for Computer and Tablet Upgrading, Software and Hardware Troubleshooting, Virus, Spyware, Malware Removal, and General Needs and Custom Configuration Consultation.

●Analytical mind set



●Continuous learning of knowledge all kinds.

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