Customer Service Microsoft Office
Resume:
Crystal M. Padilla
San Antonio, TX 78245
XXX-XX-1621
***********@*****.***
Objective
Seeking in fulfilling position as Information Technology Specialist in Support of all IT needs that offers growth opportunities, and allows me to utilize my leadership skills and experiences.
Summary
Dedicated leader with 10 years of diverse experience in repairing, installing, and sustaining telecommunication devices for the government. Accomplished in working efficiently under pressure and stress in a busy atmosphere. Effectively manage multiple responsibilities and demands using problem solving and time management skills.
Key Qualifications
•A+ Certified
•Security Clearance
•U.S. Citizen
•Lateral Leadership
•Great Customer Service
•Compatible Personality
•Lifestyle Stability
•Flexible Work Schedule
Technical Skills: Computer Hardware and Software Applications
•Operating Systems – Win XP, Vista, 7, 8 OS
•Microsoft Office suites – 2003/2007/2010
•MS Exchange
•Antivirus and firewall
•Adobe Acrobat
•Java (Oracle)
•BMC Remedy
•Integrated Maintenance Data System
•Various types of PC hardware such as, IBM, Dell, HP and Toshiba
•Hard drives, monitors, printers, scanners and video equipment
Experience
United States Air Force Sept 2005-Present
Louisiana, South Korea, Japan, Qatar, Texas, Afghanistan, United Arab of Emirates 45hrs/wk
•Accomplished work for database management in support of existing structures and knowledge management initiatives; planned, organized, and prioritized work to resolve technical support issues-- 97% first-time fix rate reducing repeated ticket submission from 35 to 6.
•Provided initial and current training for 32 technicians/system users across JBSA-Lackland on process of Windows Vista to Windows 7 OS migration; accounting for 5K PCs for 32 different organizations.
•Fixed critical outage for Air Force Basic Training Scandal Court Martials. Analyzed computer network/hardware/software problems; mitigated trial judges PC/VTC network connection <20 minutes, allowing military justice to continue to be served.
•Eliminated 595K hacker entry points; gathered, synthesized, drew conclusions regarding changes/trends across network--ran network scans/patches for day-to-day operations of system patches, securing NIPR enclave worth $80M +
•Knowledgeable in communication connectivity requirements, telecommunication concepts, techniques, and OS software; led 4 member team in remotely fixing 500 PC’s, decreasing CAT I/II/III network vulnerabilities by 90% <3 days.
•Provided customer assistance/training on assigned systems; researched and identified peripheral/software problems, upgrading 7 Airfield Information Display Systems maximizing real time weather support for 36K sorties/101K missions worldwide.
•Guided Defense Council IT support; planned, coordinated, and administered computer systems/upgrade for 15 systems <1 hour for 22 member staff, maximizing counsel services supporting 2K clients/yr.
•Enabled JBSA $1.9M tech refresh project; analyzed equipment reliability, developed PC re-image process/techniques, trained 4 techs and upgraded 2K devices for 23 units.
•Extensive knowledge of network principles, configuration management, tools, equipment and interfaces; performed work supporting LAN administration, implementing current network security tools/patches across internal base systems to fix existing vulnerabilities.
Routed 2K+ tickets; coordinated w/700+ CSTs; validated 3.3K+ closures via Remedy
Managed distro of 350+ wkly trouble tickets; analyzed/matched tech job complexity maintained 72 hr ticket closure goal.
Employment History
•Client Systems Journeyman: July 2010-June 2015
•Voice Network Systems Journeyman: September 2005-July 2010
Education and Training
•CompTIA A+ Certified Computer Technician (August 2010/renewed 2015)
•Pursuing Security+
•A.A Associates degree in Computer Science (October 2013)
•Airman Leadership School (November 2010)
•Air Force Training Course (May 2008)
•Technical Training Course (Sept 2005-Feb 2006)
-Electronic Principles
-Voice Network Systems Apprenticeship
•High School Diploma (May 2005)
Volunteer Work
-Orchestrated Salvation Army “Hope Center” event; organized/donated 40 hours packaging and distributing meals to 154 less fortunate throughout community.
-Devoted 24 hours mentoring 75 youths--led scripture readings/5 team building activities, strengthening community ties.
-Lackland Fisher House key volunteer; recruited 20 volunteers to prep/serve holiday dinner to wounded warriors, raising spirits and morale during hard times away from family.
-Donated 16 hours to Habitat for Humanity; assisted with 17 building projects worth $850K significant Quality of Life improvement to local families around San Antonio.
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