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Customer Service Information Technology

Location:
Acworth, GA
Posted:
July 02, 2023

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Resume:

Ms ANDREA M. WALTHOUR

Email: adx1qr@r.postjobfree.com

678-***-****

QUALIFICATIONS SUMMARY

* Automated systems project and life cycle management officer

* Customer service, recruitment, training, and supervisory abilities

* Coordinates and performs site visits and analysis reports for auditing

* Develops policies and procedures to accomplish mission tasks

* Research, problem solving, analytical and communications skills

* Participates and facilitates workgroups and conference pa, Scrtnering

* Promote IT and Science Technology Electronics & Mathematics (STEM) industry partnerships

* Certifications: 8570, Security+, AFSC 38P4 and 17D4Y, & Navy Acquisition Cert Level I

* Knowledgeable of Microsoft Office Professional Suite Products

* Science Technology Engineering Mathematics/STEAM/”Girls Who Code”/Computer Lab Instructor

*Top Secret Security Clearance

EDUCATION`

Bachelor’s Degree of Business Administration in Computer Information Systems

Savannah State University, Savannah, GA; December 1996, GPA 3.0 Cum Laude

WORK EXPERIENCE

August 2021 – Current: Cobb County School District, North Cobb High School, Acworth, GA

Special Education Paraprofessional, 7.5hrs/ 5days/wk;

Facilitate and assist educational learning, evaluation, and growth of students during structured learning process. Aid students with general education knowledge and assist with life-skills development.

November 2020 – May 2021: Cobb County School District, North Cobb High School, Acworth, GA

Distance Learning Computer Lab Facilitator for Latin and German; 20hrs/5days/wk:

Facilitate all technology resources, connectivity, and coordination for Latin and German Courses. Facilitate (German) and Assist Instructor (Latin) with lesson requirements.

October 2018 – April 2022: Cobb County School District, Baker Elementary School, Acworth, GA

ASP Assistant to the Director /Girls Who Code/Instructor, Computer Lab: 20hrs/5days/wk;

* Works with Cobb County, Baker Elementary School “Girls Who Code” Science Technology Engineering and Mathematics (STEM) and the After School Program (ASP). The STEM program includes the STEAM program, which encompasses the letter “A” for Arts. Computer Lab Instructor/Facilitator for Elementary K-3 grades. Uses technology and resources to assist student’s awareness and usage of educational learning systems. Provide administrative oversite of student learning databases; reviews, adds, purges database to enhance accuracy and statistics. Assist students with learning targets, Mathematics, analytics, and problem solving. Coordinate, instructs, supervises, researches, and prepares daily planned activities for students. Maintains accurate records, accountability, behavior and safety of students. Assist ASP Director with Cobb County STEM/STEAM, school events and programs. Provides input, analysis, and participates in ASP staff meetings, motivation, and required training sessions.

July 2015 – March 2018: Dobbins ARB, Marietta, GA

Commander, 94th Communications Squadron, Dobbins ARB, Georgia Air Reserve Technician (ART), 40+hrs; 5days/wk GS-13, Reservist16hrs+/weekend/month; 2wks/yr/24hr/day USAFR Major

* Commander, 94th Communications Squadron responsible for the Cyber Communications and Information Technology Program, Cybersecurity (Awareness and Marketing) and Policy Compliance, Enterprise Infrastructure and Land Mobile Radio System, Information Management, and the Communications Focal Point (Helpdesk and IT Support) for Dobbins ARB, Joint DoD Services (the Georgia Army and Air National Guard

ANDREA M. WALTHOUR

and the Army, Navy and Marine Corps) and tenant units. Provides leadership and budget oversite over $1.35M in Air Force Reserve Command (AFRC) acquisitions. Facilitates communication services to 1900 local area network (LAN) users. Includes digital communications via a 10,000 line Voice over Internet Protocol (VOIP), multi-function switches, and 160 miles of fiber and cable. Supports the base through a full spectrum of cyber communications projects with Civil Engineering, MAJCOM and AF Information Technology projects valued over $35M. Leads, provides training, and mentors 65+ personnel including Air Reserve Technicians, federal civil service employees and Traditional Reservist who are pivotal to the success to the 94th Airlift Wing

mission. Collaborate with cross-functional leadership, reviews leadership programs, funding, resources and personnel to enhance the total force operation and leverage of information technology resources. Partners with functional area leadership, industry and community leaders with Science, Technology, Electronics and Mathematics (STEM) and Information Technology (IT) education and awareness event programs.

APR 2000 – July 2015: HQ Air Force Reserve Command (AFRC), Warner Robins GA

MAJCOM Communication Coordination Center; Communications and Information Policy and Plans

IT Specialist; Comm and Information Career Program (CICP) Field Recruiter: 40hrs; 5days/wk, GS-12

* Manage MAJCOM Authorized Schedule Interruption (ASI) notification on enterprise secure network security infrastructure; Facilitate customer service and user inquires, track maintenance outages for over 7500 users.

*Program manager for information systems acquisition certification and accreditation compliance, deployment,

& training initiatives; Established authentication system acquisition procedures to verify system credibility to

operate on the AFRC Enterprise Network; Developed, coordinated policy framework to enhance command

network & information assurance security posture; identify funding acquisition resource and expenditures;

accountability and review of hardware/software resources.

* Lead System Integration Action Officer for A4 (Logistics) systems from 2000 – 2007. Customer service lead the frontier research of the AF and MAJCOM (Major Command) Certification to Operate Process (CTO). Working with A4 Functional Advocates (FA) for each our logistics systems led to the successful identification, fielding, deployment, and certification of over 100 plus systems, and subsequent & multiple system

versions. Professionalism, leadership, and customer service skills attributed to strategically organizing, documenting command operational systems, resources and peripherals.

* Researched and participated in the Information Protection Assessment and Assistance Program; a major

command system compliance review and inspection team. Review encompassed a multi-faceted assessments

of information technology system requirements in areas of IT, Personnel, Logistics, Services, Manpower, Civil

Engineering and Medical. Prepared command analysis and trend reporting on find & fix action requirements;

provided additional individual assistance and command training. Researched local, contractor support, and/or

computer based training (CBT) and associated requirements. Consolidated and coordinated statement of work

(SOW) and reviewed analysis for communications and Information technology contract/contractor support

assistance; subject matter export (SME), provided training enterprise on network and security requirements;

collaborated with command functional system representatives, working groups to ensured command

architecture policy compliance of hardware and software throughout AFRC) units across the United States.

* Coordinated and participated in the Communications and Information Career Program (CICP) recruiting

activities; briefed AF leadership and site coordinating officials of program horizons, guidance, and trends.

Attended and provided input for formal CICP recruiter training, program review and implementation initiatives.

* Worked with state/local university student placement point of contacts, dean and coordinating officials, career

fairs, special events to brief potential recruits of AF programs, opportunities benefits and partnering initiatives.

Initiatives and career programs.

* IT Technical Evaluator/AFRC Representative Network-Centric Solutions-2 (NETCENT-2) $460M Contract;

Reviewed requirements and resources provide review input to the AF, Department of Defense and other Federal

Agencies with IT resources, integration, operation, and maintenance for a family of DOD adopted commercially

standardized networking solutions that are interoperable with AF, Joint, and DoD Standardized Networking

Technical Architectures.

ANDREA M. WALTHOUR

APR 1997 – 2000: HQ Air Force Reserve Command, Warner Robins GA

PALACE Acquire Intern, Communications and Information Computer Systems Specialist, Outstanding Scholars

Program: Hours 40hrs - 5 days/wk, 2210, GS-7, GS-9, GS-11.

* AF Communications and Information Career Program, Computer Systems Specialist, leadership rotation tour to broaden management and technical experience on AF and command horizon IT resources, project management, policies, and procedures; communications and information technology, management, customer support and computer security requirements, training and governances.

* Reviewed program management requirements, planned objectives, managed the acquisition, and coordinated actions related to hardware, software, and operating systems distribution and lifecycle management

MAR 1993 – 1997: U.S. Army Corps of Engineers, Savannah, GA

Co-Op Computer Specialist; Full/Part Time Hours 20 to 40hrs - 5 days/wk; GS-5,GS- 6

* Implemented operational policies and procedures for IT property accountability in the Information Management Data Center; developed summary charts and resources for analysis and acquisition trends

* Assisted with acquisition: tracking, distribution troubleshooting life cycle management and reutilization of system assets; Prepared and aided customers with required accountability and reporting documents for microcomputers and peripherals

NOV 1991 – 1993: Chatham County Public Library, Savannah, GA

Port City, West Chatham, and Main Branch Library, Librarian Assistant: Hours 40hrs - 5 days/wk

* Maintained and updated policy and procedures of the Computer Social Issues Resource Catalog and database management requirements; Responsible for library resource acquisition, book orders and tracking, patron registration and account management, processing of monetary accounts, and receivables documents.

* Coordinated and collaborated, with library team members both orally and in writing, to clearly capture, patron request. Assisted customers with the use of library materials and IT services. Researched and structured themed learning events for national and local special projects for adult, and children awareness. Aggregated statistical reports for operational enhancement; Prepared seasonal displays and theme events for area and community involvement. Primary lead for Children’s Story Time Program, projects, and event coordinations; worked and partnered with staff at multiple branch locations.

MILITARY EXPERIENCE

JAN 2006 – July 2015: HQ Air Force Reserve Command, Warner Robins GA

Force Support Squadron, IMA to Director, 2013; Force Integration Support Team, Field Activities and Personnel Service Delivery Transformation Officer, Major;2010 – Volunteer as Aide-De-Camp, to Chief of Reserve Affairs and Commander of Air Force Reserve Command, Robins AFB, GA- Active Duty-USAF Major 24hr/day/wk;Reservist16hrs+/weekend/month; 2wks/yr/24hr/day- USAFR Major

*Lead five flights/75 activities/700+ members; executes $15M budget for human resource management, combat support, family & education services; Oversaw support of 35K retirees/dependents and 18.5K military/civilians from 37 units/549 geographical separated units (GSUs) /6 Major Commands (MAJCOMs)/48 states/7 nations; Strategic advisor to Robins Senior leaders on career-affecting programs; provides agile combat support to military/civilians population. Provides for good order, discipline & morale serving as base mortuary affairs officer and liaison to Army and Air Force Exchange Service/Defense Commissary (AAFES/DeCA).

*Served as the Aide-De-Camp for AF Chief Air Force Reserve (AFR) and Commander AFR Command; Coordinated and worked with AF Staff members at the Pentagon and AFR Command, Robins AFB, GA: AF

Protocol, Senior Leaders, Directors, AFR Bases (12 AF Reserve Bases throughout the United States) command personnel on mission requirements, preparation and implementation; Ensured Staff Officer schedule and ground/air coordination, taskers, meetings, briefings, logistics, protocol, workshops, conferences, travel, procurement, expenditures, documentation reviews, safety/welfare and congressional preparations and panels.

ANDREA M. WALTHOUR

* Provided Senior A1 leaders at the Headquarters and Numbered Air Force the data needed to ensure combat readiness and the facilitation of crucial projects for the Personnel, Manpower, Services, and Equal Opportunity Manager Career field merger. Oversaw, reviewed, and implemented MAJCOM personnel policies and

program initiatives, facilitated manpower requirements and compiled statistical reports analysis for leadership and mission readiness. Provided oversight, conducted manpower analysis studies for 39 Military Personnel

Flights (MPFs) and 3 operating location (OLs) located throughout the command; Responsible for Command Personnel Service Delivery Transformation programs and deployment; develop and execute full spectrum of Total Force development and shaping.

* Spearheaded and launched and framed the strategic plan for the Air Force Reserve Command 1st command centric 38F Personnel and Manpower, and Services Commander, Superintendent, and Operations Officer Course; immeasurable impact alluded to Command. Framework accomplishments impacted 40 command Military Personnel Sections/ 3 Satellite Personnel Activities and over 438 Air Force Reserve Support Officers.

NOV 1993 – 2006: GA Air National Guard, 165th Airlift Wing, Garden City GA

Military Equal Opportunity Officer (MEO/Chief), Qualified Personnel and Communications and

Information Computer Systems Officer; The Adjutant General (TAG) of GA DoD Human Resource Team

(HRT) Member, USAFR Captain. National Guard Member; Reservist16hrs+/weekend/month; 2wks/yr/24hr/day

* Supervise Equal Opportunity (EO) /Drug and Alcohol Use Abatement personnel (2 Officers/2 Enlisted); coordinate collateral duties/several nonsupervisory teams.

* Planed workload schedules, monthly testing and monitoring of unit, geographically separated units (GSUs), and assigned personnel.

* Brief and lead commander representative on military EO/Human Resource Education (HRE) initiatives, compliant, conflict resolution, and processing; interviews to closure disposition and coordination; meetings, forums, training, and community partnering events.

* Researched, interpreted, and provided clarification, recommendations, and adherence requirements to Equal Opportunity Commission (EEOC), Department of Defense (DoD), Air Force regulations, governances, and policies for both military, civilian EO processes; tracks, monitors, and reports status; in discrimination, harassment, and retaliation.

* Advised, promoted, and assisted command on equal opportunity, compliant dispute resolution, drug and alcohol abuse prevention, and education in human relation programs; researched and translates policies and EO program requirements and timeliness. Work with personnel, supervisors, and senior leaders on resolutions.

* Researched, devised EO yearly strategic and operational plan; managed and tracked acquisition and annual budgets.

* Developed, coordinated training and counseling to a unit of approximately 1500 personnel. Established initiatives to enhance unit climate, promote awareness education and awareness events, and program initiatives. Conducted local and staff assistance visits; provided personnel assistance, inquiry clarification and national reporting and funding.

* Member of commander wing staff/steering committee; partnering collaborations with other organization managers and customers to address mission, self-inspection requirements, discrepancies, policies, and reports.

* Perform unit/organization site visits to emphasize EO and organization mission and cohesiveness.

* Participated in Department of Defense/Air Forces Observances, unit/family day activity, organizational themes for the year and month, with an EO exhibit and education booths, community partnering, and as speaker to broaden, enhance EO/HRE awareness and education.

* The Adjutant General (TAG) appointed Human Relation Team (HRT) Strategist for Air National Guard (ANG)/Army National Guard (ARNG) mission advancements, efficiencies and enhancement for all members (military, civilians, and contractors) onsite and at deployed units.

* Created the wing goal/theme/logo marketing through awareness of information, and training; established Military Equal Opportunity (MEO) monthly column, “Navigating Today for Tomorrow” in the wing newsletter,

ANDREA M. WALTHOUR

“Update”. Newsletter fostered a continuous medium for training, awareness, self-inspection, resiliency, and tips

for all to include wing family members. Supported unit mobilization and increased unit mission; EO/HRE

training and drug testing 100% success rate of members, to include members scheduled for unit training assembly (UTA). Accolades received, National Guard Bureau (NGB) Excellence Award for excellence in wing program and success rate.

OCT 1985 – 1991: U.S. Army

197th Infantry Brigade, Ft Benning, GA, Noncommissioned Officer, Liaison to the 24th Infantry Brigade Division; Editing Document Control Noncommissioned Officer, Asset Management Branch; 1st Armor Division

Property Book Office, Nuremberg, Germany: Supervisor, Supply Technician, Warehouse Liaison for Receipt/ Turn-in Section. Active Duty Military E-1- E-5, 24hr/day/wk.

* Managed major command property valued in excess of $400 million dollars.

* Reconciled unit and brigade level property automated inventory, acquisition, and reporting systems.

* Administered and maintained computerized inventory and deployable systems; Prepared and briefed monthly inventory status reports to leadership. Knowledgeable of Supply governances and principals; Established

policies to improve operational and resource efficiency; Networked and ensure good relationships with area managers to accomplish mission tasks. Supervised, trained, and mentored personnel

.



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