Anna Marie Knaff

**** ***** **** *****, *****, TN 37701

Home: 865-***-**** – ad4ww3@r.postjobfree.com

PROFESSIONAL SUMMARY: Energetic desktop/help desk support technical specialist with 20 years of the experience at analytical and critical thinking necessary to support IT Service customers. I have 26 years of experience with Windows operation systems, team management, technical diagnostics, hardware/software deployment successes for the Department of Energy, needs assessments, best practice implementation customer support, user training, project management, and ISO 9000-9001 quality management. I have the background, experience and motivation to perform at peak levels and to meet company goals.

SKILLS:

EDUCATION/TRAINING:

B.S. Degree, Applied Organizational Management, Tusculum College, Graduated December 1992

Attended Pellissippi State Community College, Computer Science, Business, 1982-1988

CLEARANCE

Department of Energy “Q” – Inactive

WORK HISTORY:

02/08/16 to 8/07/2022 IT Support Specialist IV, University of Tennessee, Office of

Information Technology, 821 Volunteer Blvd, Knoxville, TN 37966

Major accomplishments:

Managed the assignment, hiring and scheduling activities of the student assistant to support the UT Office of Information Technology Student Assistant Program.

Provide desktop support and computer labs service support to the University of Tennessee faculty and staff through ticket assignments.

Interact with the Hodges Library staff to ensure student assistant support is available in session and during breaks.

Perform monthly statistical analysis of data gathered from computer lab service data, desktop tickets, and call response center data.

Provide on-board training for lab students.

Interact with UT Payroll Services for student assistant payroll.

07/07/15 to 02/08/2016 Desktop Support (Temp) client assignment to University of Tennessee, Office of

Information Technology TEK Systems, 408 N. Cedar Bluff Road, Suite

400, Knoxville, TN 37923)

Major accomplishments:

Managed the assignment, hiring and scheduling activities of the student assistant to support the UT Office of Information Technology Student Assistant Program.

Provide desktop support and support lab service support to the University of Tennessee faculty and staff through ticket assignments.

Interact with the Hodges Library staff to ensure student assistant support is available in session and during breaks.

Perform monthly statistical analysis of data gathered from lab services data, desktop tickets, and call response center data.

02/2015 to 06/19/15 Desktop Support Technical Team Lead

22nd Century Technology Inc., 3705 Quakerbridge Road Suite 216, Mercerville,

NJ 08619 (DOE IT Support Services)

Plan and implement migration of all ORO desktop computers to the One Science domain. Three-month project, completed on schedule.

Establish and manage lifecycle replacement strategies for aging computers and peripheral IT equipment.

Manage all desktop technical staff and activities in support of the DOEORO customer.

Provide desktop support for all DOE site offices: Federal Office Building, ORNL, Y-12 Plant sites Buildings 9702-1, R-1001 (ES&H and Qwest) Pacific Northwest Site Office, Paducah, Kentucky, Portsmouth, Ohio and Stanford Site Office, California.

Maintain desktop support team site in SharePoint 2007 to 2010 as central repository for processes, procedures and checklists.

03/2013 to 02/2015 Desktop Support Technical Team Lead

GET-NSA, LLC – 100 Union Valley Rd, Oak Ridge, TN (DOE IT Support Services)

Major accomplishments:

Continue to manage all Desktop Support Technician staff and activities in support the Department of Energy Oak Ridge Office from the REDE contract.

Plan and implement migration of all ORO desktop computers to the One Science domain. Three-month project, completed on schedule.

Participate in IPTs and test groups after the One Science migration.

Keep computers maintained even though the OR budgets were reduced by recycling and reuse. For example I worked to acquired equipment for ETTP to support the JIC.

Reestablished the conference rooms in the FOB with upgraded computer and ceiling mounted projection.

Led the technician team to configure and deploy Windows Surface Pro Tablets to end users at all DOE sites supported by ORO.

05/2012 to 3/2013 Desktop Support Technical Team Lead

AWD Management Services, Inc. - Lawrenceville, GA (DOE IT Support Services)

Major Accomplishments:

Continue to manage all Desktop Support Technician staff and activities in support the Department of Energy Oak Ridge Office from the REDE contract.

Planned and implemented moves of all ORO desktop computers, peripherals and network printers and copiers back to the Federal Office Building after the asbestos abatement.

Moved computers and peripherals, network printers, copiers, and any other IT equipment out of the FOB due to the discovery of asbestos in the Federal Office Building.

Responsible for hardware and software deployments and project planning.

Maintain desktop support team site in SharePoint 2007.

04/2007 to 4/2012 Desktop Support Technical Team Lead

REDE, Inc. - Metairie, Louisiana (DOE IT Support Services Contract)

Major Accomplishments:

Continued duties as Help Desk Lead from NOLA Computers Services contract.

Planned and implemented deployment of 200 Dell 980 computers, 200 Lenovo computers, and 100 Dell Latitude and Inspiron laptop computers.

Implemented deployment of drive encryption software on laptops.

Create Customer Engineering Team (CET) site in SharePoint 2007 to replace paper documents, forms, and checklist. Replaced a desk reference used in support of ISO 9000 methodology.

11/ 2002 to 4/2007 Help Desk and Technician Team Lead

NOLA Computer Services – Metairie, LA (DOE Oak Ridge Office)

DOE, Oak Ridge Office, Manager Letter of Commendation, Beyond the Call of Duty.

Internal Revenue Service Certificate of Appreciation for Community Leadership.

Led the implementation of the purchase order tracking system (POTS) development.

Led the implementation of SW Tracking System for assignment of approved software.

Led the implementation of Nonstandard Support Software Request (NSSSR) Form.

Manage all Technician/Help Desk staff and activities for DOE-ORO.\

Manage all desktop support technicians and support specialist for all sites.

Maintain a standard technical architecture specification for desktops at DOE-ORO.

Manage IT license and maintenance agreement tracking.

Establish computer virus detection and eradication procedures.

Responsible for end user training on supported desktop applications.

Supervise testing of equipment and software prior to general DOE-ORO user release. Establish IT equipment projects documentation within SEM and ISO 9001 methodology.

3/2000 to 11/2002 Help Desk Services Supervisor

Madison Research Corporation (MRC) Huntsville, AL (DOE Oak Ridge Office)

Led team of technicians to uncover a production flaw in the Gateway E-4200 Series computer video adapters. Negotiated recall of 350 computers and replacement by Gateway on behalf of DOE.

Established an IT Coordinators Group Meetings as a means to define a point of contact for IT resources within the DOE divisions and their site offices.

Automated distribution of Software to desktop through web interface.

Led the project to stand up the AIM Help Desk system with business rules for all IT technical staff users. Worked with CEO and VPs of MRC to travel and compete for other help desk contracts at Savannah River and General Service Administration in Atlanta, GA.

Managed all computer support technicians and support specialist.

Managed all IT Warehouse technician activities involving computers and peripherals tracking.

3/1999 to 3/2000 Computer Support Specialist III

Madison Research Corporation - Huntsville, AL (DOE Oak Ridge Office)

Responsible for deploying software updates and patches to DOE-ORO users.

Performed Help Desk Level II support.

Established computer virus detection and eradication procedures.

Performed virus detection on users computers and clean the viruses if found.

Performed user support at the user's office when necessary.

Tested equipment and software prior to general DOE-ORO user release.

03/1972 to 03/1999 Union Carbide Corporation and Lockheed Martin Energy Systems, respectively

Computer Support Technologist provided desktop support and network administration.

Self-Starter

Mentor College students

Written and oral communications

Customer service & support

Analytical and critical thinker

Project management

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