Lisa McAdams

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

Athens, AL *****

Email: adx8i2@r.postjobfree.com

Cell: 256-***-****

SUMMARY:

20+ years’ experience in IT/Tech/Management.

Highly professional, dependable, reliable, hard-working and customer driven.

Dynamic customer service professional with the knowledge and great attitude to assist customers/leaders/co-workers.

Superior problem-solving and time-management abilities; adept at identifying the root cause of issues and implementing creative, targeted solutions.

Achieved 85% ticket closure at first contact as Helpdesk Lead

ServiceNow/ITSM experience managing ticket queues, running monthly and daily reports for management

Reduced several months backlog of Helpdesk tickets to only tickets submitted within 48 hours

Managed and worked with 15 Helpdesk Techs to solve ongoing and unresolved issues

As Lead, closed/worked as many tickets as Techs each month

Top Secret clearance

CERTIFICATIONS:

Microsoft Certified Professional

Security+ CE

Information Assurance Security Phase 2

TECHNICAL SKILLS:

Windows 10

ServiceNow

ITSM Remedy

Ticket Backlog Resolution

System Administration

Office 365 and previous versions

Active Directory

Sharepoint

iPhones

iPads

Droids

Printers

Scanners

Hardware

Software (Installing/Updating/Deletion)

Imaging

Patching

Management

Inventory

Troubleshooting

VOIP Phones

PROFESSIONAL EXPERIENCE:

09/21 – Present

LEIDOS – US Army Space and Missile Defense Command, Huntsville, AL

IT Specialist

Identify and solve problems that arise with computer networks and systems.

Work closely with customers to ensure end user configuration, fault resolution of issues, hardware/software configuration/setup.

Provide Windows/Linux/Network administration on Classified and Unclassified networks.

Setup, maintain, and monitor a ticketing system to be used by all technicians for reporting issues/resolutions, etc.

Provide SharePoint administration for US Army Space and Missile Defense Command, CMDNet Homepage and its site contents.

Assist customers with migration/setup to Office 365 email.

Support deployment of integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.

04/21 – 09/21

AKIMA (Compass Point) – Army Corps of Engineers, Huntsville, AL

Senior Associate Systems Analyst

Utilize Information Technology Infrastructure Library (ITIL) practices for IT Service Management (ITSM) that focuses on solutions that have an integrated, enterprise-wide focus to deliver shared IT services that align USACE OCIO/G-6 services with the needs of its customers and end users.

Support overall sustainment operation of USACE Systems including the management, operation, as well as user-side support of associated hardware, software, peripheral equipment, as well as service management processes.

Provide timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program.

Ensure on-time delivery and execute all aspects of desktop engineering technical assistance and support.

Document, coordinate, and troubleshooting technical questions and reported incidents from users that report system problems or incidents.

Train end-users to perform the resolution steps through self-service, or by another area, such as the security administration, systems administrator, etc., based on Cloud Lake’s organizational structure and separation of duties principles in place.

Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and system related issues as needed.

Perform and conduct research of potential resolution of technical issues.

Provide knowledge management support by updating and maintaining a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users across USACE enterprise.

Facilitate increased communication for resolution of system or security related incidents.

Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement.

Evaluate tools, best practices, technologies, and approaches to IT service delivery problems / issues for incorporation into the overall service management policies and procedures.

Administer and maintain the ticket management tool and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.

Identify, log and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.

09/19 – 04/21

AbbTech – Army Corps of Engineers, Huntsville, AL

Helpdesk Specialist

Provides second-tier support to end-users for PC, server, mainframe applications and hardware.

Handles problems that the first tier of help desk support is unable to resolve.

Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

Performs technical, operational, and training support to users of personal computers either by telephone, or on-site for PC desktop hardware and software packages.

Troubleshoots printer, computer, and peripheral incidents, performs hardware and software diagnostics, coordinates needed repairs, resolves computer system problems, including coordination between users and components of a local area network, and participates in the evaluation of system configuration and software.

09/15 – 08/19

Nex-One, Multiple Bldgs./Organizations, Redstone Arsenal, AL

Computer User Support Specialist IV

Provide Desktop Support for approx. 5000+ customers under AMCOM.

Administer Blackberry Enterprise Server, Blackberry, iPhones, and iPads.

Administer Active Directory for Redstone Arsenal.

Perform routine assignments, independently and as a team member.

Identify and resolve a variety of information technology issues and problems, prepare and update manuals, instructions and operating procedures.

Evaluate established methods and procedures, recommending changes in methods, and practices, providing information and assistance to customers as required.

Possess thorough knowledge of government regulations regarding reports of survey, property accountability and procedures for investigations and supply procedures.

Ensure system security in compliance with customer policy including virus protection and use of Asset Vulnerability Tracking System. Acknowledge and apply patches.

Perform computer diagnostics to include Exchange and Outlook administration.

Provide support for wireless and remote dial in connectivity for videoconferencing in conference rooms as well as on personal computers.

Possess knowledge on full range of audio-visual, network and telecommunications equipment at a level sufficient to be able to identify and inventory equipment.

Possess broad knowledge of computer technology, hardware capabilities and characteristics.

Provide technical assistance in support of Windows 10, Windows 7, Vista, Microsoft XP, Office 2007, Office 2010, Office 2013, Active Directory, local area networks, desktop personal computer systems, laptop suites, blackberry wireless devices and scanners.

Serves as contract interface between government officials and personnel providing advice, information technology guidance and assistance, and ensuring compliance with established policies.

Provide technical support in resolving critical problems, develop security procedures to protect and guard against unauthorized updating, copying or destruction of system and data files

06/07 – 09/15

Alutiiq, Bldg. 5309, Redstone Arsenal, AL

Position: PC Support Tech II, 09/10 – 09/15

Provide Desktop Support for approx. 5000+ customers under AMCOM. Administer Blackberry Enterprise Server, Blackberry, iPhones, and iPads.

Administer Active Directory for Redstone Arsenal.

Perform routine assignments, independently and as a team member.

Identify and resolve a variety of information technology issues and problems, prepare and update manuals, instructions and operating procedures.

Evaluate established methods and procedures, recommending changes in methods, and practices, providing information and assistance to customers as required.

Possess thorough knowledge of government regulations regarding reports of survey, property accountability and procedures for investigations and supply procedures.

Ensure system security in compliance with customer policy including virus protection and use of Asset Vulnerability Tracking System.

Acknowledge and apply patches.

Perform computer diagnostics to include Exchange and Outlook administration.

Provide support for wireless and remote dial in connectivity for videoconferencing in conference rooms as well as on personal computers.

Possess knowledge on full range of audio-visual, network and telecommunications equipment at a level sufficient to be able to identify and inventory equipment.

Possess broad knowledge of computer technology, hardware capabilities and characteristics.

Provide technical assistance in support of Windows 7, Vista, Microsoft XP, Office 2007, Office 2010, Office 2013, Active Directory, local area networks, desktop personal computer systems, laptop suites, blackberry wireless devices and scanners.

Serves as contract interface between government officials and personnel providing advice, information technology guidance and assistance, and ensuring compliance with established policies.

Provide technical support in resolving critical problems, develop security procedures to protect and guard against unauthorized updating, copying or destruction of system and data files

Redstone Customer Service Center Task Lead - 06/07 – 09/10

Duties include everything listed for the PC Support Technician II position.

Responsible for the daily operation, supervision and organization of the Redstone Helpdesk (lead over 15+ employees supporting 5000+ customer world-wide) being on call 24/7.

Lead Helpdesk team while also working tickets as a PC Support Technician II.

PC Support Technician II

Provide telephone support to the Redstone Arsenal community via the Redstone Helpdesk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary. Create various types of accounts (Unix, Oracle, Jedmics, niprnet, Exchange, TSACS, VPN, etc.).

Setup email profiles, cac provision accounts, psts, network drives, network printers, orgshares, mapped drives, etc.

Assist customers with login/password/connectivity problems including niprnet, SIPRNet, VPN, etc. Utilize SCCM and SMS (remote control) to solve pc problems.

Program Verizon radios/phones/blackberries.

Communicate with various vendors (Nextel and Verizon) to resolve radio/phone and Blackberry issues.

Support Windows NT 4.0, Windows 98, Windows 2000, Windows 2003, Vista, etc.

06/02 – 06/07

Jacobs Sverdrup, Bldg. 5301, Redstone Arsenal, AL

Helpdesk Technician IV, 04/07 – 06/07

Provide telephone support to the Redstone Arsenal community via the Redstone Helpdesk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary; create various types of accounts (Unix, Oracle, Jedmics, NT, Exchange, TSACS, etc.).

Assist customers with login/password problems.

Utilize CA Unicenter and SMS (remote control) to solve pc problems.

Program Nextel radios/phones.

Communicate with various vendors (Nextel and Verizon) to resolve radio/phone and Blackberry issues.

Support Windows NT 4.0, Windows 98, Windows 2000, Windows 2003, etc.

Helpdesk Technician III - 11/05 – 04/07

Provide telephone support to the Redstone Arsenal community via the Redstone Helpdesk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary.

Create various types of accounts (Unix, Oracle, Jedmics, NT, Exchange, TSACS, etc.).

Assist customers with login/password problems.

Utilize CA Unicenter and SMS (remote control) to solve pc problems.

Program Nextel radios/phones.

Communicate with various vendors (Nextel and Verizon) to resolve radio/phone and Blackberry issues.

Support Windows NT 4.0, Windows 98, Windows 2000, Windows 2003, etc.

Helpdesk Analyst II - 03/05 – 09/05

Provide telephone support to the Redstone Arsenal community via the Redstone Helpdesk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary.

Create various types of accounts (Unix, Oracle, Jedmics, NT, Exchange, TSACS, etc.).

Assist customers with login/password problems. Utilize CA Unicenter and SMS (remote control) to solve pc problems.

Program Nextel radios/phones.

Communicate with various vendors (Nextel and Verizon) to resolve radio/phone and Blackberry issues.

Support Windows NT 4.0, Windows 98, Windows 2000, Windows 2003, etc.

Jr. Systems Analyst - 06/02 – 03/05

Provide telephone support to the Redstone Arsenal community via the Redstone Helpdesk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary.

Create various types of accounts (Unix, Oracle, Jedmics, NT, Exchange, TSACS, etc.).

Assist customers with login/password problems. Utilize CA Unicenter and SMS (remote control) to solve pc problems.

Program Nextel radios/phones.

Communicate with various vendors (Nextel and Verizon) to resolve radio/phone and Blackberry issues.

Support Windows NT 4.0, Windows 98, Windows 2000, Windows 2003, etc.

03/98 – 06/02

NCCIM, Bldg. 5300, Redstone Arsenal, AL

Jr. Systems Analyst, 04/01– 06/02

Provide 100% telephone support to the Redstone Arsenal community via the CIC Help Desk.

Troubleshoot hardware conflicts, connectivity, and peripheral problems.

Communicate with end users to answer any questions, concerning software operation and network related functions.

Create trouble tickets in Remedy indicating type of problem and the resolution.

Escalate call when necessary.

Support Windows NT 4.0, Windows 98, Windows 2000, etc.

Provide data entry support to Corporate Information Center, Telecommunications Support.

Analyze data utilizing various types of software (Oracle, Perspective, Empress, etc.) and prepare various recurring and one-time reports from that data.

File acceptance letters of telephone bill charges.

Analyze Oracle reports to extract pertinent information for monthly phone billing to customers and various other reports.

Update Telecommunications Officer list in the Telecommunications Services Database System.

Analyze monthly telephone billings for correct charges and prepare telephone bills for payment.

Verify that all charges are correct by analyzing the data using MCI’s Perspective software.

Rectify disputed telephone billings with Bellsouth, MCI, etc.

Ensure that all billing is in accordance with contractual procedures, customer requirements, and governing tariffs.

Ensure that credits are posted to the correct organization.

Distribute/cancel telephone calling cards utilizing Telecommunications Services Database System.

Prepare various documents and reports using Microsoft Word, Excel, and Outlook.

Update and analyze budget information obtained from an Oracle database for all telecommunications Commercial Services Agreements.

Update features, performs swaps, and set up hunt groups on telephone numbers in Decas (Bellsouth’s database).

Download from Electronic Data Warehouse and email monthly phone bills to customers.

Clerk Typist I, 04/99 – 04/01

Data Entry Clerk II, 03/98 – 04/99

Kemp’s Flooring, 03/98

02/94 – 09/95

US Army Missile Command

Configuration Clerk, 01/95 – 09/95

Secretary, 02/94 – 01/95

Clerk Typist, 12/86 – 02/94

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