Management Customer Service

Janet Behringer

**** ******* **** *****, ** *****

281-***-**** acvpen@r.postjobfree.com

Help Desk Support / Desktop Technician

Well-trained and technically astute IT professional seeking to make an immediate contribution as a Desktop Technician and Help Desk Support professional. Equipped with the knowledge, training, and hands-on experience required to provide technical support to multiple end users and quickly resolve issues with hardware/software, and peripheral devices.

Currently on-track to acquire MS Certification as Desktop Technician, Certified Configuration Specialist, and possesses an Associate of Applied Science Degree in Computer Information Technology/Networking.

Team player, resourceful, and outstanding communication and liaison skills; proven by effective interaction with management, customers, vendors, and teams.

Committed to highest degree of customer service and client relations to meet business and IT objectives.

Quick learner who embraces emerging technologies and easily communicates technical terms into language others can readily grasp and apply.

Well-organized, meticulous, and hold full accountability for all technical functions, processes, and procedures.

High degree of professionalism with an established reputation for quality, exactness, and results.

Technology Proficiency

Applications:

MS Windows Server 2003, Windows Security, TCP-IP, and Windows Vista/XP

Software:

MS Office, Suite (Word, Excel, Access, and PowerPoint), Canvas Versions 3-8, Canno File for Windows, Adobe Dreamweaver, Acrobat Pro 9, and Trusted Enterprise Manager 5.0 Software MAXIMO

Education & Training

Associate of Applied Science Degree in Computer Information Technology

Alvin Community College, August 2010

Professional Experience

KST / Patriot Staffing/Lockheed Martin 595 GEMINI, Houston, TX 3-2015- current

Executes configurations, installations and second/third tier support for end users on PC hardware and software, and other business software applications and equipment. Responsible for the diagnostic research, analysis and resolution of general computer problems and malfunctions for internal customers. Manages moderately complex printer installations and relocations. Responsible for New Account provisioning and Existing Account removal. Accountable for delivering standard/custom, supportable infrastructure technology solutions based on the client's architectural standards, new technology roadmaps and business requirements. Under moderate supervision, designs, develops, tests, debugs and implements moderately complex hardware/software components, tools, and utilities required for the operation, maintenance, and control of systems. Makes moderately complex modifications to existing hardware/software to fit specialized needs and configurations, and maintains program libraries and technical documentation. Initiates corrective action to stay on schedule.

BP/IBM/CDI 501 Westlake Park Blvd, Houston, TX 77079 8-201*-*-****

Help Desk Analyst

Follow BP guidelines and policy and use standard procedures documented by the lead. Perform system upgrades; troubleshoot software/hardware issues in Windows environment and address other peripheral device requests (data backups and joining machines to AD domain). Perform full disk encryption. Identifies problems, applies optimum solutions and communicates the resolutions to the customers, management and other support personnel. Maintains complete, accurate and up-to-date incident tracking. Escalate to appropriate support departments where appropriate and follows up with those departments until a solution is found and customer satisfaction has been determined. Document and track backup, migration and installation issues. Assist end users with software installations, new configurations, and resolve a multitude of technical problems. Good understanding of problem solving and analysis skills needed to assist users. A strong working knowledge of commonly used software and hardware and working knowledge of fundamental operations relevant to SW, HW and other equipment.

UNITED SPACE ALLIANCE 1150 GEMINI, Houston, TX 5-1999 -8-2011

Information Technology Representative

Perform basic system upgrades; troubleshoot software/hardware issues in Windows environment, and address other peripheral device requests. Assist end users with software installations, new configurations, and resolve a multitude of technical problems. Respond to large volume of telephone calls, email, and personnel requests for computer support. Set-up email accounts for end users, manage email folder size, and create additional PST’s as needed. Install MS Windows Server 2003 and set-up Windows Security for all end users.

Successes & Achievements:

Document, track, and monitor all tech support requests and complete follow-up for optimum problem resolution.

Record and maintain information in Problem Management Databases and Help Desk System to enhance the technical support division as a whole.

UNITED SPACE ALLIANCE 1150 GEMINI, Houston, TX 5-1999 – Present

Property Custodian

Manage and control all government issued property as per designated accounts. Prepare and submit all transactions to Property Management (PM) group on any movement of tagged equipment from repair, loan, or similar temporary move of more than 30 days. Process updates for permanent location changes such as transfers, excessing, or exchanges. Record and maintain NASA Form 1602 and NASA Equipment Management System (NEMS) Transaction Document file in numeric order by equipment control number. Report on any untagged or idle equipment found in assigned areas. Assign and inform equipment users of policies/procedures pertaining to government property and verify appropriately utilized as per NASA regulations. Support Property Administrators (PA) with equipment audits and inventories. Notify Property Administrators (PA) on any lost, damaged, or destroyed equipment. Review and maintain Custodian Monthly Transaction Report, Report 220.

Successes & Achievements:

Played a key role in quarterly audits of all government property and recorded/verified data in Report 572, JSC Custodian Account Quarterly Report, noted any discrepancies on NASA Form 1602, and forwarded to Property Management (PM) group.

Assessed all property and equipment usage and verified for official use only.

Applied and upheld stringent department policies and procedures governing personal property.

UNITED SPACE ALLIANCE 1150 GEMINI, Houston, TX 5-1999 – Present

Operations Administrative Associate/Configuration Management Specialist

Evaluate Hazard Report Change Requests and perform routine updates to ensure compliance with all program requirements. Make determinations on proper board processing requirements, generate reviews, and approve HR items to be presented at Board Meetings. Update and maintain the Safety Information Configuration Management System (SICMS). Load Web-based Program Compliance Assurance and Status System with program approved HR’s. Scan and file hardcopies into PDF format, utilize Cano File for Windows, and Interleaf System. Set-up and maintain the Hazard Report, and Certification and Critical Items List Databases within Orbiter Safety. Support document clean-up of Standard Operating Protocols and resolve formatting issues.

Successes & Achievements:

Created forms, templates, and end user manuals for new software usage.

Received 5 awards from the company for providing key support throughout Management Integrations.

National Defenses Industrial Association Certified Configuration Management Specialist

BOEING/BARRIOS, Houston, TX 3/2000 – 10/2004

Verification Requirements Support Specialist

Contribute as member of the Boeing Test and Verification Integration Team in support of the development of integrated verification requirements and to capture closure data for compliance. Utilize Excel, PowerPoint, Word, and Canvas for multitude of reporting, verification planning, and closure activities for the International Space Station (ISS) Technical Teams. Enter and maintain verification compliance data in Excel matrices for each ISS stage. Perform stage verification planning for NASA external reviews and assist with stage verification planning baseline packages for the Test and Verification Control Panel. (T&VCP). Enter and maintain baseline verification planning data in Excel matrices upon T&VCP approval.

Successes & Achievements:

Created spreadsheet for ORU that compiled the performance, environment, and physical constraints of the ORU as verified from the Acceptance Data Package (ADP) processes, Acceptance Test Package (ATP) baselines processes, Acceptance Data Package (ADP), Acceptance Test Requirement. (ATR), and drawings.

Utilized pivot tables to track and report on team completion rate and turnaround times.

Recognized with an appreciation award for Orbital Replacement Unit (ORU) Certification Baseline.

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