Customer Service Information Technology

Karina J. McAndrew

***D Lisburn Road~ Camp Hill, PA 17011

Phone: 717-***-**** ******@*****.***

SUMMARY

Diligent, detail-oriented Computer Technician skilled in delivering superior customer service. Adept in

working in high-stress environments and in crisis/emergency situations. Exceptional technical experience

grounded in a background in Information Technology as a contractor to the Department of Defense. Team

player with excellent communication skills with the ability to connect and build rapport with individuals

across diverse cultures and ethnicities. Recipient of multiple awards and honors for distinguished

performance.

RELEVANT EXPERIENCE

S4 INC., at Defense Information Systems Agency, Mechanicsburg, PA

Service Desk Analyst, Tier II

Receive calls from other components Service Desks (L1-L2-L3).

Open, and responsible for, trouble tickets throughout the ticket life cycle.

Execute password resets per requests.

Perform 5-10 minute First Call Resolution (FCR).

Relay accurate information to Tier III when appropriate for trouble ticket resolution (both inside

and outside local agency).

Mainframe status monitoring.

Perform mainframe maintenance as requested by System Administrators.

Monitor Unified Video Dissemination System.

Create customer accounts within government systems.

Security Clearance:

Top Secret

PITT OHIO, Harrisburg, PA

Administrative Assistant

Scan bill of lading paperwork into system and ensure all pertinent information is correct.

Scan delivery receipts into system.

Scan pickup and delivery documents into system and reconcile any differences.

Check incoming driver paperwork for accuracy.

E.L. HAMM & ASSOCIATES, INC/AFMS, INC, at Naval Supply Systems Command,

Mechanicsburg, PA

Video Teleconferencing Bridge Operator/Technician

Oversaw information management (IM), including setup and monitoring of video and audio

teleconferences (VTCs) in support of Naval Supply Systems Command and connecting

Department of Defense attendees.

Ensured the security and integrity of video and audio communications, acting as project

management specialist by handling the development, implementation, and maintenance of federal

information systems.

Collaborated with high-level military command personnel from around the world to include

Secretary of the United States Navy and commanders in both the United Kingdom and Australian

Navies.

Coordinated logistics for all sites and monitored all video and audio conferencing equipment.

Maintained and tested video and audio conferencing equipment.

Troubleshooted connectivity issues for video and audio teleconferences between conference sites.

Maintain all documentation of incidents and issues pertaining to all video and audio conferences.

Security Clearance:

Secret

Key Contributions:

Organized and executed imperative meetings for Operation Tomodachi, working on-call and ensuring

the security of Top Secret communications between onshore military personnel and offshore military

personnel.

ELECTRONIC DATA SYSTEMS, Camp Hill, PA

Systems Engineer

Promoted efficiency by detecting hardware/software failures, conducting trend analysis of

message logs and environmental information.

Troubleshooted storage device issues including access to and function of systems.

Maintained compliance with EDS IT policies and procedures guidelines.

Provided superior customer service by conducting follow-ups with customers to verify issue

resolution.

RITE AID CORPORATION, Camp Hill, PA

Field Systems Support-Information Technology Help Desk

Conducted troubleshooting and analysis of problems pertaining to store equipment, including,

registers, printers, automated prescription dispensing system, signature capture system and other

peripherals.

Contacted stores to assess problems and obtain further details of issues.

Escalated issues to proper department and dispatch Tier II technicians as needed.

Provided follow-up regarding “open” issues.

Key Contributions:

Assisted in Brooks/Eckerd acquisition overseeing the project life cycle and system migration from

Brooks/Eckerd system to Rite Aid system.

INTELLIMARK, INC., Mechanicsburg, PA

Information Technology Help Desk

Organized multiple sources of information to accurately update and code road/weather conditions

for recording into automated system.

Assisted customers in multiple areas of business by troubleshooting various Information

Technology equipment issues.

Coordinated and dispatch third-party vendors or technicians to complete onsite repairs for

customers.

Tracked all calls and trouble tickets to complete detailed progress report.

EDUCATION

HARRISBURG AREA COMMUNITY COLLEGE, Harrisburg, PA

Security and Risk Analysis – 32 semester hours, 2012

SOUTH HILLS SCHOOL of BUSINESS & TECHNOLOGY, State College, PA

A.A.S. Computer Information Systems, 2004 3.96 GPA

WILLIAMSPORT AREA COMMUNITY COLLEGE, Williamsport, PA

Certificate Surgical Technology, 1985

AWARDS & HONORS

Performance Commendation, Rear Admiral Mark Heinrich, Commander Naval Supply Systems

Support Command, Mechanicsburg, PA, 2011

Performance Commendation, Rear Admiral Kathleen Dussault, Director Supply, Ordinance, and

Logistics Operations Division, Washington, D.C., 2011

Employee of the Year, Field Systems Support, Rite Aid Corp., 2007

Employee of the Year Nominee, Rite Aid Corp., 2007

SYSTEMS

Microsoft Windows XP/Vista/7

Microsoft Windows Server 2003/2008/2010

SOFTWARE

Microsoft Windows Server 2003/2008

Microsoft Office 2003/2007/2010

Active Directory

Remedy

ITSM

Bladelogic Server

Novell

BMC Software

MIAP

Tandberg Management Suite

Media Gateway Controller

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