Help Desk Prince George

Debra I. T. Carruthers

*** * ****** *********

Washington, DC 20024

Home Landline Telephone: (202) 484 – 0414; Cellular Telephone: 202-***-****

Email Address: ************@*****.***

Education

BS, University of Maryland University College, Information Systems Management, (pending);

AA, Prince George’s Community College, Computer Management

BS, University of Maryland College Park, Business Administration, General Business and Management

AA, Prince George’s Community College, Business Management

Primary Functional Areas

Systems Analysis & Design Technical Evaluation and Writing

Help Desk System Hardware & Software Testing

Technical Instruction Systems Development

Application Development Hardware & Software Troubleshooting

Business Process Analysis Organizational Problem Definition & Solution

Hardware:

IBM 3090 and 4381 and Amdahl 5890 Mainframes; IBM PCs and IBM Compatibles; DEC and HP Mini Computers, IBM 4245 and 4248 Impact Printers, IBM 5210 Impact Envelope Printers, Storage Tec and Siemens Continuous Laser Printers, and Xerox Laser Printers.

Software:

Altitris Help Desk Software; McAfee Help Desk Software; Active Directory; Microsoft Office Suite (Word, Excel, and PowerPoint); Mercury’s WinRunner and TestDirector Y2k Testing Packages, Evolve with Windows, Selcopy, Group 1 Software’s E-Z Letter; DB2, dBase III, WordPerfect 5.1; Wang’s Word Processing.

Languages:

COBOL, COBOL II, BASIC, SQL, PASCAL, JCL, Assembler, JES2, Oracle 8, C

Operating Systems:

MVS/XA, MVS/ESA, DOS POWER, ADABASE. VAX CLUSTERS, TSO, CICS, UNIX, VTAM, VSAM, Microsoft 2003 and XP Operating System, IBM Token Ring, Novell Network, and Satellite Network

Summary of Relevant Experience

I have over ten years of experience in the field of information technology from commercial and government contract and employee perspectives. My background includes technical writing, systems analysis and design, help desk, hardware and software troubleshooting, hardware and software independent verification and validation, software modification, Y2k testing, computer operations, PC repair, operate, maintain, and repair hardware, and structured programming tools. Her roles include acting supervisor, technical educator, trainer, liaisons positions, and technical writer.

Experience Details

vTech, Inc.

Washington, District of Columbia

District of Columbia Government Department of Health

2/2024

Help Desk Support

Install new computer desktop systems along with cables; troubleshoot computer problems; assist computer users with problems; and assist with imaging computers.

Mid Atlantic Technology Group, Inc.

Sterling, Virginia

U.S. Department of Labor’s Office of Foreign Labor

3/2009 to 6/2010

Junior Help Desk/Information Technology Analyst

Operate the Permanent Online System (POS) help desk for the Office of Foreign Labor: open and read email requests from external users and respond to their emails; prepare written responses to users inquiries; activate and delete user accounts; send passwords and PINs to account users; referred emails to other analysts; prepare statistical help desk data reports; prepare weekly status reports; attend meetings;

Prince George’s Community College

Largo, Maryland

10/2005 to 11/2008

Information Technology Systems Adjunct Faculty Instructor

Adult Continuing Education Program; teach Introduction to Personal Computers class; teach Microsoft Word classes; present technical lectures to students; assist students in computer lab; and write technical computer oriented exercises for students.

United States Capitol Police’s Office of Information Systems’ Help Desk Contract (1 Year & 5 Months)

NRI, Staffing

Washington, District of Columbia

Help Desk

Open help desk trouble tickets; troubleshoot PC hardware and software problems; repair PC hardware problems; replace hard drives, re-image hard drives, resolve help desk tickets; assist users with hardware and software problems; communicate with users, technicians, and vendors via telephone and email; install PCs for users; participated in PC refresh project; and run query reports.

Hanger Orthopedic Telecommunications Help Desk Contract (6 Months)

NRI, Staffing

Washington, District of Columbia

Administrative Assistant

Open help desk tickets; order and schedule telephone systems installations and repairs of telephone and data land lines; activate Blackberry devices and sync them to Microsoft Outlook on desktops; resolve help desk tickets; assist users; communicate with users, technicians, and vendors via telephone and email, issue Blackberry devices to users.

United States Postal Service Integrated Retail Terminals Contract

AverS AverStar, Inc.

Vienna, Virginia

03/2000 to 12/2000

Software Test Engineer Specialist

Test hardware and software of US Postal Service post office mail integrated retail terminal equipment.

AverS

AverS AverStar, Inc.

Vienna, Virginia

Techni Technical Staff

Assist preparation of proposals for Request For Proposals for systems engineering contracts; RFPs; perform marketing research; assist marketing vice president; attend strategic marketing planning meetings; and attend project progress meetings.

United States Postal Service Y2k Independent Verification & Validation Contract

AverS AverStar

Vienna, Virginia

01/1999 to 1/2000

System Engineer

Performed IV&V Y2k compliance of US Postal Service hardware and software systems; performed research; performed information gathering interviews with hardware and software vendors; attended meetings; and prepare reports.

United States Bureau of Alcohol, Tobacco, and Firearms’ Y2k Testing Contract

Universal Systems Technology, Inc

Fairfax, Virginia

11/1997 to 12/1998

Systems Analyst

Wrote Y2k test scripts for systems; executed Y2k system tests; wrote Y2k test analysis and results reports; used Mercury Winrunner software; used Mercury TestDirector software; and did technical writing for Y2k test scripts format.

National Aeronautics and Space Administration (NASA) Headquarters Contract

Information Systems Network

Bethesda, Maryland

01/1991 to 12/1991

Computer Operator

Ran batch production; test software programs; ran system back ups online; troubleshoot hardware and software problems; maintain and repair hardware; ran online production; kept shift journal; operated, maintained, and repaired system printer; produced system reports for users; ran payroll production program; and worked with vendors’ service engineers to troubleshoot and resolve system problems.

Saturn Corporation

Cheverly, Maryland

06/1989 to 10/1990

Console Computer Operator; Print Computer Operator

Acting shift supervisor; ran batch production; test software programs; ran system back ups online; troubleshoot hardware and software problems; operated, maintain and repair hardware, (laser, impact, and envelope impact system printers); ran online production; kept shift journal; produced direct marketing labels, postcards, form letters, and other printed media for clients; quality controlled direct marketing computer printed production; and worked with vendors’ service engineers to troubleshoot and resolve system problems.

Smithsonian Institution

Washington, District of Columbia

06/1988 to 06/89

Office Assistant (Office of Information Resources, ORIM)

Wrote technical paper about analysis paper for the Smithsonian Institution’s Telecommunications Branch which included data flow diagrams, data dictionary and branch mission definition; performed administrative duties; performed record management duties; completed 90-day detail in Information Management Division (working with data flow diagrams, participated in information gathering workshops, and performed research); designated payroll timekeeper for ORIM, and supervise support staff.

Kendrick & Company

United State Trade & Development Agency’s Project Information Management System, PIMS Contract

Washington, District of Columbia

04/1987 to 10/1987 (Six Month Contract)

Project Assistant (Systems Analysis and Design Team)

Design, implement, and managed an efficient and productive library information system; design database for the project reports; designed inventory control sheets to keep track of project reports; define and solve problems of the current library project reports system through managerial analysis; create, implement, and manage operational procedures which kept the library functional to serve client; interviewed client staff to obtain information for managerial analysis; assisted with preparation of a United States Congressional statistical report; establish filing system to sustain control of the flow of project reports; collaborated on Project Information Management System, PIMS operating manual; update project files; audit the accounting system and define problems; data entry; facilitate information meetings with investors and diplomats; organize library layout; and wrote technical documentation for the PIMS’ library system component.

Social Responsibility:

National Technical Association

Southeast Regional Director, Member of the Board of Directors

(October 2009 – October 2010);

Elementary School Computer Network and Computer Laboratory Installation Team Volunteer;

Washington, DC’s Annual Young Women’s Conference Committee Member

Computer Instructor for Community Adult Continuing Education Program;

Patriots Technology Training Center’s Annual Youth Technology Summit Workshop Presenter;

Algebra Tutor at Ballou High School

AWARDS:

Hobart West Solutions’ September 2004 Quality Employee and Safety Award; Montgomery County Department of Health and Human Services’ Service Integration Pioneer Award 2004 for Information and Technology Work Group; United States Postal Service Y2k Verification & Validation Award 1999; Y2k Director’s Employee of the Month Award 1998.

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