Customer Service Systems

**********@*****.***

Career Overview

Qualifications

Substance Abuse Prevention Instructor

Technical Skills

Education and Training

Work Experience

ATHENA DALEY

*** ******** **, *** ****, Atlanta GA 30313 H: 404-***-**** C: 580-***-****

Driven Information Systems Technician. Proficient at explaining complicated technical

concepts to users of varying degrees of technical understanding. Knowledgeable in an

assortment of operating systems, applications and hardware critical systems.

Microsoft Help desk experience

Database servers Customer needs assessments

Information Security Customer Service

Strong analytical skills

Excellent problem solving skills

Skills Experience Total Years

Microsoft Programs Outlook, Word, 14

PowerPoint, Excel

CCNA CISCO Networking 10

Computer Servers Email servers; 14

Minicomputers

Dot Matrix Printers High speed impact 12

printers

Hard disk drives Computer hard 10

disk drives; Disk

storage units

Network Monitoring software Hewlett-Packard 9

HP

Operating system software Microsoft 12

Windows

Substance Abuse Prevention Instructor - Fort Gordon, SC

Certified to administer individual or mass drug tests.

Army Casualty Evacuation Course - Fort Gordon, SC, USA

Certified to teach suicide prevention tactics and techniques.

Instructor Training Course - Fort Gordon, SC, USA

Fort Knox, KY

Last Used

Dec 2014

DEC 2013

JAN 2014

JAN 2013

JAN 2010

JAN 2007

JAN 2014

2012

2009

2009

Information Systems Technology Operator/Analyst

Oct 2002 to Jul 2014

Director Of Information Management - Fort Knox, KY

Maintains, integrates and operates computers, transmission media, fiber-optics and

data storage devices into required operating configurations.

Troubleshooter and resolved web application issues escalated from customer support

and other departments with a 100% success rate.

Worked with clients to analyze computing and network needs and installed appropriate

solutions within each organization's budget.

Performs senior operator and systems administrator duties at higher level maintenance

functions on various computer systems, while utilizing the Computer Emergency

Response Teams.

Complies production report data and quality control information.

Assist with the installation, operation and maintenance of information processing

equipment.

Writes, analyzes, edits, test and modifies computer programs.

Drafts program operations manuals and technical program requirement documents.

Troubleshoots computer hardware and software using established debugging

procedures while serving as a Team Chief for the tactical Defense Message System.

Accomplishments

Requirements Analysis

Completed business requirements analysis including the evaluation of systems

specifications four months ahead of deadline.

Network Support

Acted as first point of contact for all major technical issues, including power outages,

system failures and disaster recovery.

Oversaw infrastructure of three offices and acted as support for help-desk technicians

and IT Department.

Strategy and Planning

Developed and communicated Web site usage, security policies and standards to all

users.

Established policies and procedures for publishing Web pages and applications in

conjunction with content creators and sales staff.

Leadership

Served as leader of design team.

IT Training

Successfully trained over 250 employees to use and maintain new operating systems for

daily use.

Network Security

Planned, installed, maintained and optimized documentation of all LAN/WAN/VPN

network hardware and software, security systems and communication links.

Managed all clients network LAN/WAN hardware including routers, switches, load

balancers and wireless networking equipment.

Technical Training

Actively mentored, trained and supervised new network technicians for several months

to improve HTML, CSS, Javascript, debugging and general professional skills.

Contact this candidate