Sheena Durr

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

White Plains, MD 20695

301-***-****

adgoxw@r.postjobfree.com

Experienced and Knowledgeable in Information Technology, Database Management and Technical Support, Professional seeking to make contribution decisions to improve IT system operations and organizational effectiveness in your company.

Work well independently or within a group setting, providing all facets of computer support such as troubleshooting, hardware/ software installation, and internet/intranet content managing. In-depth knowledge and understanding of numerous software packages and operating systems, combined with excellent communication and presentation capabilities. Create, develop and manage content for organization’s web presence and End-User Help Desk Support. Easily identify and resolve technical issues and concerns. Provide remote access.

Technical Expertise:

Programming Language (Visual Basic, Html 5, CSS)

Billing Applications (WorkPlace, and MS Great Plains)

Handling all Wireless Services (Blackberry, tablets, Wireless Cards, wireless reimbursement, wireless billing)

Write Technical Documentation, reports, standard operation procedures using MS Visio 2010

Cisco Phone Voicemail password reset, troubleshooting issues

Organize and prioritize workload for effective implementation

Work with Ticketing System (Track-it, Service Desk, Remedy)

Blackberry Configuration Issues, troubleshooting, creating new users, editing users on BES

Experience with Iphone, Ipad, Blackberry and Android Platform phones

Hardware (Install, Troubleshoot, Configure)

Software (MS Office 2003/2007, Dreamweaver, Flash, Share point Designer, Visual Studio, Front Page, Lotus Notes, IM, Office Communicator, Outlook)

Textual Content for the web (including feature articles, advertising, database content, links, FAQs)

Implement editorial policies creating sourcing content for the web

Video, Audio Installations, configuration, troubleshooting

Supported office 365, Office XP, Vista, 7, Mac OS X 10.4 – 10.12

Update /Maintain Time Sensitive Material

Computer partition Images and also Ghost using Norton Ghost 14.0

Mac with issues such as wireless ports, office suite, hardware, and software

Install Hardware/Software, Troubleshoot, Configure

Operating System Installations, troubleshooting and configuring

Troubleshoot and coordinate resolution of content and CMS system issues

Maintain Menus, Index and Directories within the Site

Printer Maintenance Troubleshooting, printer installation and configuration

Remote Access Configuration, Setup and Troubleshooting

Professional Experience:

US Census Bureau (contract); Suitland, Maryland 04/2015-Present

Change Manager/ Database Administrator

Manage the implementation of corrective and preventative measures to prevent future occurrence of incidents or problems

Analyzed and identify problem trends to drive service improvements

Review the priority and categorization of Incidents and Task

Track and report on items containing Service Improvement Plans

Maintain and update SLA process documentation

Track progress of tickets to ensure they are actively moving through the SLA Process management.

Communicate overall status of ticket resolution to the TMO Selection Chief (Cherie Collins)

Work with DBA’s to perform a closure assessment of Incidents, change, tasks, and work orders tickets

Assist Remedy tickets resolution for SQL Databases

Assist Oracle tickets resolution for Oracle Databases

Created Weekly Reports for TMO, ADSD, and SQL DBA

Breakdown of incidents at each stage (e.g. logged, work in progress, closed, etc.)

Prepare reports showing statistics of Incidents resolved / unresolved

Ensured that standard methods and procedures are used, such that changes can be dealt with quickly.

Assist with updating a failed database cases

Assist with Creating new account creation for Database Applications

Help design, implement, and maintain Oracle databases

Provide database support to employees as needed

Assisted with resolutions provided meets requirements for the customer

PCN INC (Contract to Amtrak); Washington DC 04/2013-4/2015

IT Support Specialist

Provides professional helpdesk support for senior staff and local users.

Logs incident/trouble calls and emails into IT Service Management system.

Provided Windows desktop troubleshooting, Apple MAC knowledge.

Provide technical analyses to help define, and monitor the technical aspects of applications or services.

Support and maintain user account information including rights, security and systems groups.

Supports and maintains user account information including rights, security and systems groups.

Network Printer and local printer problem resolving from web based print server

Quality Assurance to other teams to complete task within ticket assigned such as SR, IN and CR

Active Directory – Resetting Passwords Creating New Users and managing users Rights

Black Entertainment Television Networks (B.E.T); Washington, DC 08/2008-04/2013

Unit Manager, Helpdesk Analyst

Provided Phone support for End users.

Analyze and Troubleshoot End Users Issues.

Wrote user and site documentation, along with technical specifications for developers Respond to requests for technical assistance by phone, email and/or using a help desk management system.

Set up, and assist in the configuration of end-user PC desktop hardware, software and peripherals.

Remedy to record reported incidents, manage and prioritize work, and escalate to higher levels of support.

IKON Office Solutions (Contract to Arnold and Porter Law Firm); Washington DC 12/2007-08/2008

Application Analyst (contract ended August 2008)

Provided support to end users on a variety of technical issues. Identified, researched, and resolved technical problems.

Blackberry configuring and troubleshooting.

Documented all projects/trouble ticket calls on the Remedy Ticket System and forward tickets to correct network group for execution, repair, and closing.

Tasked with the migration and co-existence of multiple Active Directory domains and Exchange email organizations that included facilitating application server migrations

Heritage Foundation; Washington, DC 08/2007 – 12/2007

Helpdesk Support Analyst

Troubleshoot computer hardware, software and network install to new software on users’ computers.

Install, configure, troubleshoot, and administer client operating system software (98, 2007, and XP Pro

Answered inquiries concerning the use of audio-visual equipment included: microphone, sound speakers, video screens, projectors, video monitors, connecting wires and cables, as well as lighting.

Troubleshoot Blackberry Configuration Issues, created new users, edited users on Blackberry Enterprise System (BES)

Conducted Cisco Phone voicemail password reset, troubleshooting issues.

Department of Justice (DOJ); Washington, DC 09/2005 – 03/2006

Information Technology Specialists (Internship Program) GS: 2210 Grade: 5

Provided technical support for the Executive Office of the Director.

Worked with team leaders, professional staff members in development and support of programs.

Retrieved, compiled and evaluated software information coming from various sources.

Entered, edited verified, and corrected various codes into the network.

Responded to inquires from customers and designed programs for the intranet using Dreamweaver and Red Dot.

Responsible for design, layout, and production for Department of Justice web site.

Education & Training:

Oracle Certification- Database Administration

1Z0-061 - Oracle Database 12c: SQL Fundamentals: October 2016

1Z0-062 - Oracle Database 12c: Installation and Administration: July 2017

ITIL V3 Foundation Certification – IT Service Management

Certification Date: April 19, 2012

Microsoft Course Completion Certificate – Introduction to Web Development with MS Visual Studio 2010, and Programming in C# with MS Visual Studio 2010

College of Southern Maryland, La Plata, MD

Web Development

Coursework: JavaScript, Systems Analysis and Design, Programming Web Using .NET, and Web Design

West Lake High School, Waldorf, MD

Diploma: 2002

Contact this candidate