Office Support
Resume:
Kenya R. Copeland
********@*****.***
Clearance: Active Secret Clearance
Certification: CompTIA Security +, CCNA
Experience: Help Desk Analyst, Solvere One
**** ********** **** (CNA)
Arlington, VA 22201
03/2021 - Present
Working in support of CNA to support and assist with the classified IT Help Desk. Duties include but are not:
Respond to customers support requests
Support and troubleshooting of information technology resources including, but not limited to workstations, printers, networks, and vendor specific hardware/software.
Installation, troubleshooting, and basic usage support of Microsoft's core business applications and operating systems.
Support and troubleshooting basic network connectivity issues.
Basic awareness regarding the support, implementation, and use of remote access solutions
Shipping and receiving desktops, monitors, scanners, VoIP telephones and other peripheral equipment
Create user accounts, and reset passwords through active directory
Provide customer support for SharePoint sites
Assist with software improvements and upgrades
Controlling, tracking, and shipping IT equipment to various sites nationally and internationally
Responds to telephone calls, email and personnel requests for technical support.
Record all user inquiries and their resolutions as well as service requests in ticketing system
Perform remote and on-site visits to client to design, set up, troubleshoot and maintain equipment and any network service issues
Experience in the following:
ConnectWise
Microsoft Teams
CMC
Active Directory
SharePoint
Help Desk Specialist, DNI
Joint Strike Fighter Program Office (JSF, JPO)
Arlington, VA 22202
06/2019 – 02/2021
Working in support of JPO to support and assist with the classified DNI network contract. Duties include but are not:
Provide technical assistance to computer users.
Supported data transfer across multiple secure networks.
Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
Responds to and diagnoses problems through discussion with users.
Ensures a timely process through which problems are controlled.
Shipping and receiving desktops, monitors, scanners, VoIP telephones and other peripheral equipment
Create user accounts, and reset passwords through active directory
Provide customer support for SharePoint sites
Assist with software improvements and upgrades
Manage SharePoint end user accounts, permissions and rights access
Asset management (inventory of IT equipment using a special equipment inventory data sheet, tagging and labeling of hardware)
Controlling, tracking, and shipping IT equipment to various sites nationally and internationally
Imaging and configuring workstations with appropriate software based on usage and special client requirements
Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks, and monitors the problem to ensure a timely resolution.
Provides second-tier support to end users for either PC, server, or mainframe applications or hardware
Record all user inquiries and their resolutions as well as service requests in the Remedy help desk ticketing system.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
Simulates or recreates user problems to resolve operating difficulties.
Recommends systems modifications to reduce user problems.
Program Analyst, DNI and Smartronix
Joint Strike Fighter Program Office (JSF, JPO)
Arlington, VA 22202
11/2017 – 06/2019
Working in support of JPO to support and assist with the classified DNI network contract. Duties include but are not limited to:
• Routinely meeting with end users to review and validate the business and functional requirements of performance systems
• Manage contract deliverables and handle overall data management for the program
• Manage FY spending tracker
• Manage Navy acquisitions and data processing
• Work in various systems (Visio, Remedy, Red Hat)
• Work with team to establish, track and organize processes and procedures
• Manage software downloads
• Coordinate with other Departments, Contractors and Support Teams as needed
• Provide documentation and training to internal personnel for any changes and/or additions to ticketing system
• Perform SharePoint upgrades and migrations to SharePoint Online/Office 365
• Work with HR to facilitate hiring of additional personnel; conduct interviews; keep accurate documentation of personnel issues and actions; facilitate disciplinary actions when necessary.
• Communicate with the development team to keep track of system development
• Prepare written and verbal reports to management regarding cost schedule variance
• Prepare and create various technical documents
• Collect and provide monthly and weekly reports to government COR
• Establish and maintain cost/schedule baselines, develops Work Breakdown Structures (WBS) and related dictionaries, Basis of Estimates (BOEs), detailed Budgets, develops Estimates at Completion (EACs), and have a complete understanding of related financial policies.
• Report detailed information analyzes financial data in support of project cost/schedule status and presents briefings to project managers and customers as required.
• Manage contract deliverables and handle overall data management for the program.
• Give presentations on upcoming project plans
• Work with team to establish, track and organize processes and procedures
• Assist with ticket queue management to ensure all tickets are properly assigned and being addressed.
• Work in a teamwork environment with regular customer interaction.
• Participate in project projections, analysis of requirements, and input to cost and management volumes.
• Work independently while contributing to the team through statistical reporting, analyzing, estimating and auditing
• Prepare written and verbal reports to management regarding cost schedule variance
• Perform additional duties for the IT Department which include, but are not limited to:
Shipping and receiving desktops, monitors, scanners, VoIP telephones and other peripheral equipment
Asset management (inventory of IT equipment using a special equipment inventory data sheet, tagging and labeling of hardware)
Controlling, tracking, and shipping IT equipment to various sites nationally and internationally
Imaging and configuring workstations with appropriate software based on usage and special client requirements
Program Analyst, ECS Federal
Naval Support Facility
08/2017-11/2017
Worked in support of the Integrated Pay and Personnel System - Navy (IPPS-N and assisted the staff with all program support and clerical duties, including:
• Participated in technical review of business process models and associated documentation with business analyst and subject matter experts
• Ensured deliverables and other documentation complied with established project standards
• Assisted with development and standardization of functional requirements
• Developed templates, style guides, instructions, and standard operating procedures (SOPs) as needed
• Administered and managed content for the internal and external SharePoint sites
• Planned, created, and edited operational, instructional, maintenance, and test procedures for paper, multimedia, and web-based publication.
• Researched and translated technical information into manuals and web-based documents for non-technical and technical users.
• Conducted interviews with various users and technical staff to gather data for documentation.
• Recommended formatting based on technical and customer requirements.
• Performed quality assurance evaluations on documentation.
• Maintained, updated, and developed project documentation
Operations Administrative Support, WBB
Joint Strike Fighter Program Office
Crystal City, VA
10/2016-08/2017
Worked in the Joint Program Office (JPO) Conference Facility and assist the staff with all administrative support and clerical duties, including:
• Coordinated all internal and external request of the JPO conference center.
• Submitted requests for IT asset or software requirements as well as desk seat move requests
• Scheduled and coordinated meetings, group members, and sites
• Provided relevant reference briefing documents, read-ahead materials, back-up materials, historical records, and notes.
• Initiated and coordinated the communication requirements/request to include setting-up video, teleconferences and audiovisual/IT equipment.
• Set up VTC and conference areas for meeting.
• Worked with security to coordinate access and related security requirements.
• Arranged and obtained conference facilities and related office supplies.
• Provided draft meeting minutes in addition to generating formal meeting minutes for review and approval by appropriate IPT Personnel.
• Distributed approved minute meetings and other related reports, briefings and other documents.
• Documented, tracked, monitored and maintained action items and lessons learned
Administrative Support Student Trainee, US Naval Research Laboratory
Washington, DC 20375
02/2014-10/2016
Worked at the Navy Technology Center for Safety & Survivability, assisting the staff with clerical duties that included:
• Use word processing and other software programs to perform a variety of tasks and assignments such as prepare, edit and review letters, memoranda, reports, graphs, calendars, labels, tables and statistical material
• Maintain current filing and establish new filing while adhering to the records requirements and setting up files in a more effective and efficient arrangement.
• Receive, screen, maintain, follow up and route correspondence, circulars and other material to appropriate staff members.
• Perform data entry using various database management systems.
• Assist staff with issues and inquiries.
• Complete DTS travel requests before a traveler leaves and prepare/assist with reimbursement forms when the traveler returned.
• Respond to telephone calls and visitors by directing them to the appropriate staff member or providing basic office information.
Student Trainee (Administrative), Pathways, National Science Foundation
Arlington, VA 22230
12/2013-01/204
Worked in the Office of Cyber Infrastructure and assisted the staff with a variety of functions and clerical support such as:
• Used word processing software to perform a variety of typing assignments which included letters, memoranda, reports, and statistical material, established new files while maintaining a variety of alphabetical, numerical and chronological files.
• Established and maintained files as applicable with office policy and other requirements.
• Received, screened, maintained, followed up and routed correspondence, circulars and other material to appropriate staff members.
• Read, select and marked material pertinent to the work of the office.
• Performed data entry using various database management software systems.
• Assisted program staff in assembling panel material for panel meetings.
• Reproduced material for award packages, proofed various forms and booklets prior to final printing and filed retirement folders on completed grants.
• Provided assistance to the technical staff in mailing of bulk material such as application materials for expenditure and grant fiscal reports by typing address labels and other related material for various mailings
• Responded to telephone calls and visitors by directing them to the appropriate staff member or providing basic office information
Employment Youth Counselor (Volunteer), United Planning Organization
Washington, DC 20032
06/2012-09/2012
While working as an Employment Youth Counselor:
• Screened and enrolled Washington, DC youth in work-related internships with local employers. Ensured work readiness workshops was conducted to train youth for their internships
• Maintained a database of employers and businesses
• Coordinated and supervised community service projects ensuring each intern participated in their projects with a minimum of 8 hours per week
• Facilitated time sheet collection/accuracy to ensure that interns were paid appropriately. Communicated with employers and would troubleshoot worksite issues that arose
• Maintained accurate data, records and files to track the placements and work performance of our interns
• Supported program analysis and evaluation by collecting data and analyzing the results; submitted weekly program status reports and informed the Program Coordinator of any outstanding issues
Education: Trinity Washington University, Washington, DC
Some College Coursework Completed
Credits Earned: 48 Continuing Education Units
Skills: Microsoft Office Suite
DISA ACAS Administrator Certificate
Advanced Microsoft Excel
Advanced Microsoft PowerPoint
IT Security Awareness
Ethics Training
Office 365
PMP Training
Contact this candidate