Desktop Support Customer

DEBRA A. JONES

**** ************ ***.

Cincinnati, OH 45237

513-***-**** (mobile)

**********@*****.***

PROFESSIONAL ACHIEVEMENTS

Successfully led iLearn Technology Conference 2013.

Successfully completed Leadership Development Program (LDP) in 2012

Earned Hamilton County Developmental Disabilities Service’s Customer Service Award (2008)

Earned Lockheed Martin President’s Award two years (1997 & 2000)

Government Contractor to the U.S. Environmental Protection Agency for 23 years

Successfully managed Help Desk for 9 years.

Supervised 9 desktop support employees for 9 years.

Conducted training for groups and provided one on one training for over 1000 employees

Implemented and managed successful Windows 95/98/2000 rollout

Implemented and managed Remedy Help Desk application.

Performed analysis, programming and training for National EPA Automated Procurement System (SPATS) for 5 years

Developed and generated training materials for several company specific software products.

Successfully coordinated patient services in a healthcare environment for 3 years.

SOFTWARE PROFICIENCIES

MS Windows 2000/7/8 MS Office 2007/2010/2013 MS Lync SharePoint Visio GoToMeeting

HTML DOS Integrated Library System (ILS) PeopleSoft Remedy Norton Ghost Norton/McAfee AntiVirus TCP/IP Cisco Solar Winds Help Desk Software Adobe Acrobat Boardmaker Dragon

Jay-Say

PROFESSIONAL EXPERIENCE

Hamilton County Developmental Disabilities Services (formerly Hamilton County MRDD)

Workstation Analyst (2007 to present)

Performs rollout, tracking and monitoring of iPhones/cell phones; assists with the development and maintenance of the IS Toner & Supply budget; purchases hardware, software and peripherals for IS and other departments; ensures customer satisfaction by responding to calls to the Computer Support Center.

Responsible for coordinating, conducting and reporting IS Hardware Inventory including Inventory Application, Scan Guns, etc.; assists with the development and maintenance of the IS budget; purchases hardware, software and peripherals for IS and other departments as needed; provides software support in special areas such as Chat Solutions (using Lync) and Mobile Devise Management; researches new hardware technologies to help set strategic direction for IS hardware; coordinates efforts with internal and external contacts associated with hardware and software maintenance; Ensures customer satisfaction by responding to calls to the Computer Support Center; logs all customer questions and problems and tracks the same through to resolution; conducts second level problem determination using documented procedures and available tools, resolving as many problems as possible; ensures timely reply to customer problems by assigning an appropriate priority and resolution target; Attends necessary training; performs duties of co-workers as required.

ICON Consulting (Lyondell Chemical Company Contractor)

Client Service Analyst (2006 to 2007)

Configured and installed operating systems, desktop applications and network software.

Provided 2nd tier user support and problem resolutions for computers, network, email, web and server based applications.

Managed databases for hardware/software inventory control.

Computer Sciences Corporation (U.S. Environmental Protection Agency Contractor)

Desktop Support Analyst (2002 to 2006)

System Analyst (1985 to 1993)

Configured and installed operating systems, desktop applications and network software.

Provided 2nd tier user support and problem resolutions for computers, network, email, web and server based applications.

Managed databases for hardware/software inventory control. Also updated and made configuration changes to purchasing and customer databases.

Performed systems analysis, design, testing, and troubleshooting for agency software.

Provided remote access support via servers, dialup, Internet and email.

Tested and evaluated network/desktop hardware/software to determine efficiency, reliability, and compatibility.

Supported library Integrated Library System (ILS), accounting, procurement and lab staff in a variety of application support.

Trained users on proper network, workstation, PC and software/application usage.

Provided technical input to policies/procedures for installation, use and maintenance of computers, networks, etc.

Made recommendations for hardware and software purchases.

Served as liaison between management and key users to determine needs for systems integration.

Lockheed Martin Corp. (U.S. Environmental Protection Agency Contractor)

Help Desk Manager (1993 to 2002)

Administered daily operation of the Help Desk.

Tested, implemented and managed Remedy Help Desk software. Performed user administration and developed reports.

Served as Assistant Site Manager conducting interviews, performing employee evaluations & performance standards.

Provided technical input to policies/procedures for installation, use, and maintenance of computers, networks, etc

Made recommendations for hardware and software purchases.

Operated, maintained, and troubleshot network server hardware, operating systems, and application software.

Planned, prioritized, scheduled, tracked and implemented customer support operations and maintenance involving central computer systems, networking, PCs, workstations, and server hardware/software requirements.

Served as liaison between management and key users to determine needs for systems integration.

Maintained, troubleshot, and repaired desktops, laptop/notebook computers, printers, peripheral hardware/software

Configured and installed operating systems, desktop applications, and network software.

Provided user support & problem resolution for desktops, network access, E-mail, Web, and server based applications.

Assisted with the development and updating of computer operations policy and procedures

EDUCATION

University of Cincinnati

Candidate: BS Information Technology

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