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IT Specialist, IT Helpdesk, Desktop Support, Customer Service Helpdesk

Winchester, VA, 22601
January 30, 2019

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Ms. Jo-Jo A. Haller

*** ***** ***

Winchester, VA 22602



Obtain gainful employment that will enhance my proficient skills and allow opportunity to widen my personal and professional experiences.


AGENSYS, FEMA ACT Contractor, OCIO, IT Specialist

Winchester, VA, 12/2017-Present

Provide timely and accurate Help Desk technical support to users using Remedy ticket system

Create, disable and manage user accounts, reset passwords and pins

Assist users across country using Cisco VPN

Troubleshoot computer problems

Provide excellent customer service through knowledge of policy, procedures, regulations, etc.

General Motors, IT Operations and Services

Martinsburg, WV, 07/2015-10/2016

Entered required parameters in WMS application to extract output from DB system

Configured, installed and maintained printers, thin clients, PCs, scanners, LAN/RF networks

Printed, sorted, and assembled tags, shipping documents, and reports for customers and users

Consistently provided excellent, professional customer service and teamwork

US Federal Government, IT Specialist

Harpers Ferry, WV, 05/1985-01/2015

Proficient in resolving computer and network related problems through the Help Desk tracking system

Proficient in MS Office, CS, Adobe Acrobat, IE, Firefox Mozilla, Chrome, Windows XP, 7 and 8.1, MAC OS X, VMware, JAVA, Lotus Notes, Gmail, Symantec Endpoint Encryption, INQUIRE RDBMS, SAS

Loaded, configured and updated new computers and printers with software for end users

Wrote technical operator, user, program, database, and system documentation

Created and managed user accounts using Active Directory

Trained end users in weekly IT user training classes

Installed, configured, and managed approximately 30 printers and 1 fax server

Managed IT supply inventory for 9 buildings in 2 cities

Successful completed a three year Computer Management Intern Program

Completed mandatory 40 hours of Project Management re-certification every 24 months

Contracting Officer responsible for $220K Printer/Fax Server Contract

Managed, reviewed, and approved printer/copier/fax invoices for payment

Wrote and reviewed Statements of Work and Purchase Request Contracts

Reviewed and approved HW or SW purchases according to regulations and procedures

Knowledge of federal and state HR, IT, contract, and Project Management regulations


Lord Fairfax Community College, Middletown, VA

Northern Virginia Community College, Leesburg, VA

Strayer University, Arlington, VA

CDL-A License

Virginia Notary Public

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