Service Customer

Glenda Lewis E mail: ********@*****.***

Cell: 240-***-****

PROFILE

Detail oriented IT professional with over 15 years of experience as a software support specialist, systems

analyst and network communications technician. Customer oriented leader with a proven background in

computer/technical support, communications, training and planning skills. Proficient with operating in a

wide range of platforms and have a strong interest in Cyber Security.

CLEARANCES

TS/SCI with Polygraph

COMPUTER and IT Support SKILLS

Lotus Notes, MS Office applications, Windows, HP Openview, Remedy, CWE2, AIN, LAN/WAN, HTML,

Dreamweaver, Tivoli, Printer Troubleshooting, Workstation set up, User Training/Support, Customer

Service

PROFESSIONAL EXPERIENCE

Network Communications 4, TASC, Inc. Chantilly, VA April 2009 November 2013

• Performed first tier support to field users, documented and routed trouble calls using Remedy

• Implemented basic system administrative activities on Linux servers includes SSH into server to restart

services, update files and or retrieve logs

• Executed web content administrator duties by maintaining a variety of customer websites using

Windows.

• Reviewed websites to ensure proper functionality, updated links and images, researched and developed

new content using the internet

• Ensured all static and dynamic content is properly maintained according to specific customer

requirements.

• Interacted with web designers and developers when necessary to ensure content updates fell within the

creative and functional direction of their web projects.

• Responded to log requests and updated various databases.

Lead Systems Analyst, BAE Systems, McLean, VA October 2001 – March 2009

Promoted from Associate Systems Analyst to Systems Analyst to Lead Systems Analyst

Performed first tier support and troubleshooted hardware and software problems, provided media

•

control, equipment inventory, and support for the user requirements management process.

Documented and routed trouble calls related to the Agency Networks using Remedy. Involved in office

•

moves, reorganizations and installations using MS Excel.

Worked with service providers to ensure comprehensive completion of problems and issues in a timely

•

manner.

Provided support to systems used and communicated with customers worldwide.

•

Engaged with various customers at all levels along with other support personnel that met current and

•

projected requirements. Assisted with testing and integration of new systems as well as providing

general operations and maintenance on existing world wide systems.

Lead and guided subordinates in support of customer and corporate ideals. Conducted and documented

•

annual performance appraisals using MS Word. Maintained a functional understanding of timekeeping,

benefits and pay policies using Deltek. Coordinated 24x7 monitoring support to all managed

workgroup servers, mainframe and area networks. Appropriate action was taken to maintain the system

availability. Reviewed system abnormalities, initial troubleshooting, generated and routed Remedy

tickets to the appropriate service providers for timely problem work off. Maintained current logs, and

answered the hotline after hours and weekends.

Computer Operator Senior Specialist, Lockheed Martin, Fairfax, VA April 1999 September 2001

• Communicated with remote terminal users and provides assistance during on\off site hours

• Handled operation and maintenance of main frame/mini computer systems, workstation environment

• Maintained system logs and schedules data processing requests

• Executed system maintenance including backup and recovery

Lead Computer Operator, ManorCare Health Services, Gaithersburg, MD February 1998 March 1999

• Provided effective, timely information and feedback to customers, peers, and management

• Prepared daily status report of problems and operating conditions

• Processed production cycles and print special forms

• Trained peers during company merge and transition move of headquarters to Ohio

Various Computer Operator roles from 1984 to 1998:

• Legal & General America, Inc., Rockville, MD February 1992 January 1998

• INSLAW Inc., Washington, DC August 1989 February 1992

• WMATA (Metro), Washington, DC December 1984 August 1989

EDUCATION AND TRAINING

Security+ Certification, July 2014

Linux Hands on Introduction, November 2009

CompTIA

Learning Tree

Designing & Building Great Web Pages, April

ITIL Foundations Certification, IT Service

2011

Mgmt.

Learning Tree

Exin USA, July 2007 BAE Systems, November 2002

MS 2151 Win 2000: Network & Operating

Systems Essentials Tivoli Management Framework 3.7

BAE Systems, November 2002 IBM, September 2002

MS 2152: Implementing MS Windows 2000

Professional & Server

Montgomery College, A.A.S., General Studies, January 1995

AWARDS

• Certificate of achievement for Outstanding Performance and Service, June 2007

• Certificate of achievement, February 2007

• Certificate of achievement for Superior Accomplishments and valuable service, July 2004

VOLUNTEER EXPERIENCE

• Usher/Greeter – Church of the Redeemer, April 2012 present

Contact this candidate