Customer Service Training

Cheria L. Askew PO Box *** • College Park, MD ****1

202-***-**** • ***********@*******.***

OBJECTIVE: To obtain a challenging IT Infrastructure position that enables my creativity, while offering opportunities

for growth and advancement.

PROFILE: Highly organized and dedicated individual with positive attitude. Able to handle multiple assignments under

high pressure and consistently meet tight deadlines. Excellent written, oral, and interpersonal communication skills. Thrive

on working in a challenging environment.

EXPERIENCE

MicroSystems Automation Group (Contractor for Department of State) Sep 2013 to Mar 2014

Washington, DC

Sr. SharePoint Developer/Administrator

Manage and monitor all aspects of Bureau’s SharePoint 2010 site. Work with internal network and virtualization teams to

maintain optimal uptime, performance, and disaster recovery. Develop, maintain, and enforce SharePoint governance

policies. Integrate enterprise content with SharePoint to include: content management, content indexing, personalization,

workflow, and user access management. Ensure the integrity and security of SharePoint data in accordance with business

needs and industry best practices regarding privacy, security, and regulatory compliance. Develop and maintain related

technical documentation. Microsoft oriented enterprise environment, to include MS Server 2008, MS SQL Server, MS

.NET, MS IIS Server, and MS SharePoint technologies. Provide web and portal support across multiple DoS networks

(SBU, ClassNet, etc.). Assist in identifying and resolving automation and information technology hardware and software

issues for SAN. Resolve problems using system metrics problems within the SAN. This includes the following types of MS

Windows 2008 servers; domain controllers with Active Directory, IIS servers, SharePoint Portal Server 2010 including

Windows SharePoint Servers, and SQL Server for backend SharePoint and web data. Assist in identifying and

resolving automation and information technology hardware and software issues and problems using system metrics, and

documentation related to security, continuity of operations, disaster recovery plans, and associated accreditation

packages. Provide system development services by preparing plans, analyzing requirements, documenting specifications,

designing system configurations, writing application code ( .Net, MXML, HTML, XML, JavaScript, CSS), conducting

requirements, and integration tests, writing documentation and training personnel to provide an effective, efficient,

technical solutionMonitor and manage SharePoint network and security audits and manage security for all sub sites.

Develop training materials and provide training to users with varying levels of skill. Serve as member and Chair of

SharePoint committee responsible for maximizing end user adoption and identification and implementation of productivity

and collaboration solutions. Design, implement, test, and deploy SharePoint custom features and packages. Design,

develop, and implement SharePoint 2010 solutions programmed in ASP.NET/HTML with particular attention to user

interface design. Produce weekly analytics reports on Top Visitors, Frequented sites, etc. for Bureau metrics.

TeleCommunications Systems (Contractor for Department of the Army) Jul 2013 to Sep 2013

Fort Belvoir, VA

Sr. SharePoint Developer

Lead architecturer and design activities for SharePoint projects that focus on planning, deploying, and targeting new or

significant modifications of existing enterprise SharePoint implementations. Demonstrate and evangelize SharePoint to

effect user adoption become the public face of SharePoint in the organization. Implement QA procedures (Code review,

Estimating, Peer review, Impact Analysis, Root cause analysis, etc.). Participate in, lead, and/or coordinate end user

training. Create and administer an out of box SharePoint site. Build customized workflows in SharePoint site, Edit XML

pages in a SharePoint site. Serve as the site administrator for the server enclave and multiple SharePoint sites. Customize

our SharePoint site look and feel

Cheria L. Askew page 2

202-***-**** • ***********@*******.***

Digital Consultants, LLC (Consultant for Pentagon) Apr 2013 to Jun 2013

Pentagon, VA

Sr. SharePoint Engineer

Provide day to day customer support and document administrative issues while managing Web Portal using Remedy

ticketing system. Resolve and assist with issues maintained in Remedy. Manage MS SharePoint 2010 Portal on

unclassified and classified networks (SIPR, NIPR, etc). Gather requirements through meetings, Remedy, emails, and

telephone. Use SharePoint Designer 2010 to write application code (JavaScript, CSS, XML, HTML, .NET, etc.) to

customize lists, naming conventions etc. Build custom web parts using SharePoint Designer 2010 and SharePoint

Administration. Attend weekly team meetings to discuss IT related issues. Attend bi weekly Configuration Management

Working Group (CMWG) meetings. Assist Service Desk technicians with troubleshooting user SharePoint issues via

telephone and DameWare. Use Remote Desktop Connection for server maintenance, SharePoint coding, and other

Hotel Application web updates. Continuous SharePoint education to better assist users and government with better

business practices and technologies. Provide training assistance to team members via ad hoc meetings. Working with a

cross departmental team, maintain and develop the master content calendar for all web properties. Track and report on all

site metrics. Assess issues with probable resolutions for user clarification.

Patriot, LLC (Contractor for NSA – CyberSecurity Command) Sep 2012 to Apr 2013

Fort Meade, MD

Sr. SharePoint Developer

Manage all of areas of the Software Development Life Cycle process. Gather requirements, design, code, test and

implement according to design specifications. Translate functional requirements into technical solutions, design software

architectures focusing on stability, security, and performance and develop rapid prototypes and proofs of concept for

technically challenging projects. Prepare and update operating instructions, user guides, and other technical

documentation with most current information. Design and implement capabilities as Web Services for data retrieval and

data manipulation. Manage multiple concurrent projects and coordinate the design and deployment of new relevant

hardware and software with other Enterprise IT projects. Supervise a broad assessment of the scope and resource

requirements of assigned projects. Assess specific results, outcomes, project issues, and risks while recommending Agile

business practices. Researched cutting edge technologies and providing technical presentations to Management Team.

Veritiss, LLC (Contractor for Department of Agriculture) Jul 2011 to Sep 2012

Washington, DC

SharePoint Engineer

Point of Contact for USDA’s Agency, Farm Service Agency (FSA), stakeholders SharePoint 2007 issues. Provide day to

day customer support and document administrative issues while managing SharePoint Helpdesk throughout FSA.

Escalate issues to MOSS 2007 Server Team involving all database and server issues. Use SharePoint Designer

2007/2010 to build custom web parts using HTML, ASP .NET, XML, and JavaScript. Direct interaction with project

managers supporting collaboration. Develop and recommend improved methods for implementing SharePoint Server

2010. Attend weekly meetings via telephone for SharePoint 2010 migration. Train and assist SharePoint Administrators

on proper SharePoint Administration and troubleshooting techniques such as workflows, maintenance, permissions, site

creation, etc. Prepare and update SharePoint documentation with latest processes and procedures. Maintain design

requirements documentation with accurate information. Subject Matter Expert in architectural and design reviews for

SharePoint 2007. Maintain best practices and procedures for SharePoint solutions.

General Dynamics Information Technology (Contractor for Army) Aug 2010 to Dec 2010

Doha, Qatar

Web Content Manager/Network Administrator

Electronically distribute a range of analytic and informational publications through SharePoint 2007. Post various products

to the appropriate networks (NIPRnet and SIPRnet) and identify which products should be disseminated to which

networks. Develop and execute storage management methods orchestrated to protect mission essential data. Create and

maintain all required technical documentation and standard operating procedures for the SAN. Maintain a consistent look

and feel throughout all web properties. Develop SOPs on current tasks and collaborate to develop and implement a new

dissemination platform. Gather requirements and work with IT staff to improve processes and tools. Working with a cross

departmental team, maintain and develop the master content calendar for all web properties. Assure web based

information is archived for future needs and reference via backups and restoration using MOSS 2007 while leading efforts

for storage consolidation. Troubleshoot and repair services for SAN issues. Track and report on all site metrics. Copyedit

and proofread all web content. Develop briefing materials on production processes, including

Cheria L. Askew page 3

202-***-**** • ***********@*******.***

classification guides and sourcing guides. Provide analytical support for the creation of information sharing policies and

procedures. Create, develop and manage content for organization’s web presence. Coordinate web projects across

departments. Serve as managing editor for the 25th Signal Battalion. Manage the development and implementation of Web

content policy, procedures, and standards. Provide system development services by preparing plans, analyzing

requirements, documenting specifications, designing system configurations, writing application code ( MXML, HTML, XML,

JavaScript), conducting requirements, and integration tests, writing documentation and training personnel to provide an

effective, efficient, technical solution. Use SQL Server 2008 to update any and all database changes. Support all areas of

the Army’s mission with website mods.

Integrated Resource Technologies, Inc.(IRT) (Contractor for DIA) Oct 2008 to Nov 2009

Bolling AFB, DC

Sr. Web Developer

Provide web development, systems engineering, and systems administration support to manage network administration

and operations using Artemis and other IC databases. Provide programming and web development support for a

Microsoft oriented enterprise environment, to include MS Server 2000/2003, MS SQL Server, MS .NET, MS IIS Server,

and MS SharePoint technologies. Provide web and portal support across multiple DoD networks ( SIPRnet, NIPRnet,

JWICS, etc.). Assist in identifying and resolving automation and information technology hardware and software issues for

SAN. Resolve problems using system metrics problems within the SAN. This includes the following types of MS Windows

2000/2003 servers; domain controllers with Active Directory, IIS servers, SharePoint Portal Server 2003/2007 including

Windows SharePoint Servers, and SQL Server for backend SharePoint and web data. Assist in identifying and

resolving automation and information technology hardware and software issues and problems using system metrics, and

documentation related to security, continuity of operations, disaster recovery plans, and associated accreditation

packages. Provide system development services by preparing plans, analyzing requirements, documenting specifications,

designing system configurations, writing application code ( .Net, MXML, HTML, XML, JavaScript), conducting

requirements, and integration tests, writing documentation and training personnel to provide an effective, efficient,

technical solution. Provide training support services, design reviews, and technical briefings for end users and managers

of our web and portal sites. Provide technical guidance to team members. Services include development of alternative

training scenarios, appropriate training approaches, preparation of training plans, development of training curricula and

materials. Recommended cost efficient ways to government POC to meet requirements in documents. Maintain a

standard look and feel throughout the assigned network web sites in coordination with the government POC. Provide web

development and project support to ensure each web page is developed in accordance with the following policies,

regulations, and guidelines as follows: DOD, DA, DIA, NSA, and Intelink Management Office (IMO) .

Triumph Technologies, Inc. (Contractor for Department of State) Aug 2007 to Jul 2008

Sterling, VA

Sr. Systems Analyst/Systems Administrator

Install hardware and software system components for Consular services at US Embassies worldwide. Inventory

and test all hardware on all networks (SIPRnet, NIPRnet, etc.). Complete W2003 system administration work.

Set up a training environment for application and system administration training. Train post personnel on

system administration. Provide information regarding status of installation and potential problems to

Installation Team Leader. Identify and document all application and system anomalies for submission to the

CONUS Support Team. Train personnel on applications (per Post requirements). Establish training on IDs

and passwords. Identify and document application and system anomalies. Establish training schedules per

application sections. Provide information regarding status of training and potential problems to installation

team leader and installers.

NW Systems, Inc. (Contractor for NGA) Jul 2006 to Jul 2007

Chantilly, VA

Executive Manager, Acquisitions Contract Directorate

Executive Manager for National Geospatial Intelligence Agency Acquisitions Contracts (NAC) Directorate. Provide daily

read ahead material and maintain multiple calendars within the Acquisition Directorate. Establish, manage, and implement

policies and procedures governing administrative programs. Responsible for drafting, editing, and distributing office

correspondence for accuracy and compliance within office regulations. Assemble briefings and program packages for

distribution to Agency Director for review of programs being presented at the NGA Acquisition Review Board (NARB) as

well as the Acquisition Strategy Panel (ASP). Attend meetings in reference office operations and functions. Coordinate

Agency wide Program Forums within NGA for upcoming Contracting Companies. Assist with all Acquisition Contracts (AC)

Offsites. Coordinator and Facilitator for organization Admin offsite. Secretariat for Deputy Director of NGA in

correspondence to the NGA Acquisition Review Board (NARB) agency wide meeting.

Cheria L. Askew page 4

202-***-**** • ***********@*******.***

P4 Technologies, Inc. (Contractor for INSCOM/DA) Feb 2006 to May 2006

Fort Belvoir, VA

Sharepoint Adminstrator/Sr. Web Developer

Provide web development, systems engineering and systems administration support to manage network administration

and operations. Provide programming and web development support for a Microsoft oriented enterprise environment, to

include MS Server 2000/2003, MS SQL Server, MS .NET, MS IIS Server, and MS SharePoint technologies. Provide web

and portal support across multiple DoD networks (SIPRnet, NIPRnet, JWICS, etc.). Ensures the level of effort and

support required to applies to over 150+ sites, 100,000 links, and over 50,000 documents. Assist in identifying and

resolving automation and information technology hardware and software issues and problems for 60+ servers. This

includes the following types of MS Windows 2000/2003 servers; domain controllers with Active Directory, IIS servers,

SharePoint Portal Server 2003/2007 including Windows SharePoint Servers, and SQL Server for backend

SharePoint and web data. Assist in identifying and resolving automation and information technology hardware and

software issues and problems using system metrics, and documentation related to security, continuity of operations,

disaster recovery plans, and associated accreditation packages. Maintain and manage several different user account

databases which consist of over 5000+ accounts; includes providing help desk support telephonically and electronically.

Provide system development services by preparing plans, analyzing requirements, documenting specifications, designing

system configurations, writing application code, conducting requirements and integration tests, writing documentation and

training personnel to provide an effective, efficient, technical solution. Provide training support services for end users and

managers of our web and portal sites. Services include development of alternative training scenarios, appropriate training

approaches, preparation of training plans, development of training curricula and materials. Coordinates with the INSCOM

PAO and G2 for review and approval for all material posted on the INSCOM public website. Once the review and approval

has been granted by INSCOM PAO and G2, the government POC will be notified by the web developer that the official

pages/updates are ready to post on the web. Maintain a standard look and feel throughout the assigned network web sites

in coordination with the government POC. Provide web development and project support to ensure each web page is

developed in accordance with the following policies, regulations, and guidelines as follows: DOD, DA, DIA, NSA, and

InteLink Management Office (IMO).

Titan Corporation (Contractor for DA) Apr 2005 to Dec 2005

Baghdad, Iraq

Project Director Coordinator

Administers, maintains, and manages the Quality and Standards of the Theater Program. Responsible for working directly

with HQ, Theater Staff, Regional Staff, and Site Managers to promote overall quality assurance and standardization

excellence, training, database and information management, process integration, and ensure compliance and integration

of functional areas within the Titan Linguist Program. Maintains liaison with the Theater Language Manager (TLM) and the

Alternate Contracting Officer Representative (COR). Establish, monitor, and coordinate the standards to be used. Maintain

and integrate performance measures for functional areas. Establish and maintain a database evaluation, analysis, and

assessment program. Deploy, inspect, assess, and identify problem areas; and train managers. Develop, coordinate, and

conduct sustainment training or training in new skills required. Monitor corrective measures, improvements, and/or

progress. Ensure compliance with standardization procedures and policies. Maintain situational awareness (SA) in

administrative areas; disseminate information updates in a timely manner. Provide direction and guidance to ongoing or

developing missions or projects. Conduct or contribute to special projects as required. Coordinates the assignment of

semi annual scheduling for each Region and annual Theater HQ evaluation (coincides with a Site Manager Conference);

identifies manpower and individual tasks to be accomplished (as determined by DD’s); and coordinates with the Regional

managers in regard to movement, logistics, functional areas, and specific training (Regional or Site Manager level) that the

team will be addressing. Establishes clear and distinct goals to be accomplished while deployed and briefs the team on

the intent of the mission and reporting involved. Review and approve the scope and nature of the Regional visits.

Supervises the team while deployed, monitors progress, and provides guidance as required. Consolidates each

directorate representative’s findings and submits After Action Reports to the respective Regional Managers, DDs, and the

Project Director. Maintain a QST database to include schedules, training curriculum, compliance data, and future projects.

Conduct spot checks, focusing on the areas of concern identified by the team.

NJVC, LLC (Contractor for NGA) Oct 2004 to Mar 2005

Washington Navy Yard, DC

IT HelpDesk Supervisor/Network Administrator

Supervise 15 25 Operational HelpDesk Technicians. Assist HelpDesk Techs with information not readily available for

assistance with customers. Maintain staffing through vacation, sick, and scheduled absences. Coordinate training

seminars and briefings for OHD personnel. Interview and assist with hiring of OHD Technicians. Attend Network Ops daily

briefings. Provided customer service in the support area of the Operational Help Desk (OHD). Initial contact for multiple

information

Cheria L. Askew page 5

202-***-**** • ***********@*******.***

systems using a variety of automated interfaces (UNIX, COPPER, SCEN, JWICS, SIPRnet, NIPRnet, CITRIX, etc .).

Troubleshoot customer’s problems on Sun Solaris (UNIX) workstations. Point of Contact for all Agency Oracle and Sybase

issues. Provide problem reporting, tracking, and resolution services to internal, external users, and customers of NIMA

production systems and products as well as NIMA networks, communications, and corporate affairs systems.

Troubleshoot all audiovisual equipment in HelpDesk environment for NGA Agency. Point of contact for customers to report

problems, obtain calls, problem status and/or product information. Communicate all High Risk issues to the Network

Management Officer (NMO) for a timely resolution. Perform first call resolution, troubleshooting, and hardware installation.

Validates incoming service, change requests (Account Creations), and establishes problem tickets using Peregrine

Service Center 5.1.1 within the tracking tool for resolution and resource allocation. Assist Helpdesk Technicians with the

understanding of the ISO 9000 process for customer service Helpdesk calls. Ensure customers use of LOTUS NOTES,

NES, etc. Use Active Directory/User Manager to unlock and reset password accounts.Resolves, updates, and provides

guidelines and status on tickets relating to production, products, hardware, software, Windows NT, office automation

applications, network management, and server systems management. Use CISCO when assisting with Network Issues on

the SAN for the LAN/WAN team. Assist in the Management of the Operational HelpDesk (OHD).

McNeil Technologies, Inc. (Contractor for DIA) Jan 2004 to Aug 2004

Doha, Qatar (Camp As Sayliyah)

Operations Support Specialist/Document Control Specialist

Review classified documents using the Docex and Analyst Notebook application and other Microsoft applications. Assist

linguist with English grammar while translating documents while working on the ISG project. Information is limited due to

the nature of the mission.

Floor Supervisor

Supervise over 30 Foreign National and American Personnel to complete the mission in a timely and cost efficient

manner. Account for Foreign Nationals by accountability. Input work performance numbers into personnel database daily

using MS Access. Assist linguist with vital information in documents. Information is limited due to the nature of the

mission.

Chugach Management Services, Inc. (Contractor for NGA) Aug 2003 to Nov 2003

Bethesda, MD

Human Resources Specialist

Handle all administrative duties for the Human Resources Office. Set up conference rooms for HR seminars. Enroll

participants in classes and keep record in database (PeopleSoft). Report to Headquarters after all classes. Assist

customers with limited access to resumes (PeopleSoft). Attend weekly meetings. Redesign and update Alert Roster for

over 200 personnel using Adobe Acrobat. Assist Webmaster with minor graphics decisions using .Net and HTML. Handle

all office functions in absence of supervisor.

NJVC, LLC (Contractor for NGA) Nov 2001 to Aug 2003

Bethesda, MD

Technical Information Specialist (Cataloger)

Catalogs geospatial products into NIMA’s (National Imagery and Mapping Agency) integrated library system ( ILS

Voyager). Analyzes and abstracts the metadata from all source hardcopy and softcopy maps and charts to input into the

ILS. Assigns appropriate collection, security classification and dissemination restrictions; determines item descriptors and

classification scheme to be used; selects keywords and subject terms; use different methods of search strategies; ensures

accuracy of all data input. Maintains the integrity of the ILS through the use of cataloging guidelines and MARC standards;

develops geographic expertise and language familiarity for area of cataloging responsibility and interacts with NIMA

analysts to create mission relevant holdings; performs quality checks of input data. Disseminate cataloged items to proper

locations. Participate in cataloging related activities and meetings. Attend training seminars on program updates. Collects

and manages appropriate ILS cataloging statistics. Conduct interviews with customers to determine their needs while

anticipating their requests.

United States Army Aug 1998 to Oct 2001

Scott AFB, IL

Graphics Specialist/Presentations

Created, edited, and integrated graphic concepts with intelligence analysts to design slides for professional meetings.

Ensure all graphics and data in compliance with established policy and standards. Displayed and transferred finished

briefings to final briefing location. Constructed and prepared layouts for drawings, graphs, photographic materials, and

maps used to illustrate transportation intelligence studies. Serve as design and layout artist for office certificates, awards,

and plaques. Compiled and produced all photographic quality print products. Evaluated graphics and illustrator related

Cheria L. Askew page 6

202-***-**** • ***********@*******.***

software packages for officer use and coordination of multi systems presentations and use of conference and presentation

facilities. Conduct research covering specific historical events, military operations, and equipment, political and military

leaders, geographic terrain, and transportation facilities. Selected relevant data from library resources, document

automated databases, and translated them into appropriate graphics for presentations. Assembled selected material on

the basis of reliability, relevancy, timelines, and usability. Converted researched information, maps, and photography into

graphics for presentation in meetings, reports, and studies for operations.

Fort Myer, VA

Training and Supply Orderly Room

Instructed Army Physical Fitness five days a week. Assisted Physical Fitness Testing once a month. Maintained records

on employees in the fitness program. Recorded progress of body fat. Updated database on soldier’s personal file.

Received and distributed office supplies. Set up counseling sessions for advancement in military leadership schools.

Supervised barracks in accordance to supervisors policy. Supervised and maintained office in absence of office manager.

Developed work schedules, made duty assignments, and inspected workers performance.

Pentagon, VA

Army Operations Center Graphics

Produced and maintained over 20 Top Secret briefings which are viewed by the Secretary of Defense, Secretary of the

Army, and the Senior Army Leadership. Used MS PowerPoint to produce slides for meetings. Updated changes on slides

for worldwide information. Displayed and transferred finished briefings to final briefing location. Cued video new updates

for briefings. Maintained information and support watch on any immediate changes. Created numerous briefing formats

that are still in use throughout the Army Operations Center. Created display for agencies throughout the Operations

Center.

Pentagon, VA

Army Graphics Multimedia Team

Created and designed web pages using Dreamweaver while using HTML, .Net, XML, JavaScript, etc. Use MS SQL

Server in web development and programming. Digitized and formalized beta video. Scanned photos to be sued on web

pages. Input graphics on web pages. Used Macromedia Flash to animate images on web pages. Assisted other teams in

projects when needed. Provided tutorial training on web page production and graphic animation.

EDUCATION

Defense Information School, Multimedia Illustrator, 25M Nov 1998 to Mar 1999

Norfolk State University, Physical Education Major Aug 1995 to Dec 1997

Booker T. Washington High, Diploma Sep 1991 to Jun 1995

CERTIFICATIONS AND ASSOCIATIONS

• CompTIA Security + Oct 2012

COMPUTER SKILLS

Microsoft Programs

• Outlook 07, Encarta 2000, Excel 10, PowerPoint 10, Word 10, Access 10, Photo Editor, SharePoint

2007/2010, SharePoint Designer 2010, SQL Server 2005 2008,

Exchange 2010, Active Directory

Adobe Programs

• Illustrator CS6, Photoshop CS6, Acrobat 11.0 Professional, Premier CS6, Image Ready CS6, PageMaker 7,

After Effects 4.0, Persuasion

Internet Programs

• Explorer, Netscape Communicator, America On Line, Netscape Composer,

Netscape Navigator

Macromedia Programs

• Dreamweaver 10.0, Director 6.0, Flash 5.0, Freehand

Additional Computer Software

• Norton Antivirus, McAfee Virus Shield, Sonic Foundry Acid 4.0, Jetform Formflow,

I Point, WSFTP, Sound Edit Pro, Sound Forge, Voyager, PeopleSoft, Docex, NetApps, Peregrine Service Center

5.1.1, M3 (Multimedia Messaging), Remedy, and DameWare.

Contact this candidate