Information Technology Help Desk

Veronica L. Hooten

***** ****** *** ***** ** Paso, Texas 79938 915-***-**** ************@*****.***

BACKGROUND

Management professional with over 24 years’ experience in leadership. Responsibilities included enforcing policies, principles and standards in Information Technology (IT) as well as business guidelines throughout the organization. Ensured all personnel were highly trained in regulations and duties pertaining to their areas of operations. Wrote standard operating procedures (SOPs) on training and business-related functions. I have implemented and developed user productivity program, combining elements of training, user education, feedback, communication, documentation, and leveraging diverse channels to share and collection information including in-person sessions, online meetings, and video-based content, social media channels, and user self-service. I always ensure that creative and intuitive solutions are achieved in any task assigned: making sure all employees are trained and guided properly in all business-related aspects. I am proficient with monitoring the handling of restricted or classified information/documents, as well as over 20 years’ experience in Information Technology and Automations. I am a strong, very reliable, trustworthy person that can work independently while making the correct decisions with little or no guidance necessary.

Managed a team with a deep compassion for leadership and well-being of subordinates.

Partnered with various administrators and leadership to enforce institution policies and security.

Communicated with internal and external clients to coordinate production activities, settle complaints, and resolve issues.

EXPERIENCE

BUSINESS ADMINISTRATOR ASSISTANT FIRST BAPTIST CHURCH OF EL PASO JULY 2021-JULY 2022

Collaborated closely with the staff, church leaders, and major committees to develop the proper accounting system, establish budgets, solicit funds, and oversee the entire financial program. Flawlessly executed, developed and enforced policies and procedures for actions related to receiving, handling, banking, disbursing, reporting, and accounting of all church monies. Was overall responsible for an annual budget of two million dollars for the church.

Assisted in creating budgets, paying bills, overseeing payrolls, and tracking record church income from donations to sales.

Coordinated, planned and executed church events.

Managed daily operations and maintaining office supplies and records.

Managed church communications and publications, creating and distributing bulletins and newsletters.

Assisted with scheduling meetings, renting church equipment and facilities, and enforcing church policies for facility use.

Built and maintained relationships with the congregation and community.

DEPUTY DIRECTOR OF EDUCATION AND TECHNOLOGY UNITED STATES ARMY SERGEANTS MAJOR ACADEMY AUGUST 2016-NOVEMBER 2018

My expertise varies in managing projects throughout the Education realm while ensuring that students had the required materials and technology to learn. Conducted planning, coordination, modification, and troubleshooting to support student’s needs. Ensures continuous system availability, and maximum utilization of system resources by providing oversight and implementing new releases and upgrades to both software and hardware systems. Provided customer support for computer systems deployed throughout the schoolhouse’s footprint. Loaded new operating and application system software on mission related servers as required. Ensures the operating systems and all applications residing on the servers are kept up to date in accordance with all IAVA releases. Assists vendor and other systems administrators in resolving/solving software problems that may arise with the server operating systems. For hardware maintenance, recommends the need for service or makes calls for service in case of mission servers and ancillary equipment failure. For system environment, manages storage/memory space usage, i.e., system management tools. Solid background in directing programs to implement Enterprise Recourse Planning and web-based applications. I have proven my ability to bridge technology and business goals to provide productive solutions, while demonstrating success leading and mentoring cross-functional teams in multi-facility environments to maximize productivity on a global scale. As well as my experience interfacing with key business units among Operations, Human Recourses, Security Management and Manufacturing in the multi-cultural global arena. Spearheaded Infrastructure Renovation Project and implemented system and improved reliability, enhanced- efficiency and established scalability for future growth. Served alongside the Director of Education and Technology for preparation in various projects.

Led the organizational meetings for the Education and Technology Department.

Lead development of all operational support programs and processes, which contributed to securing long-term operations, optimizing level of productivity and sustaining overall project success with minimal workforce.

Developed and implemented an academy wide network backup strategy used in commercial and tactical situations.

Monitored, diagnosed, and resolved problems with VMWare virtualization environment.

Installed, evaluated and evaluated network hardware and software, to enable all end users to have access to network Files and networked Printer Services.

Developed and implemented policies and procedures to execute Help Desk tickets, including advanced server system investigation including error reporting, event logs, problem replication increasing productivity by 38%.

Operated, troubleshot, and installed multiple Audio-Visual Conferencing.

Implemented and maintained Anti-virus and security software, and patches.

Managed the setup and operations for future desktop upgrades and configurations to assist end users as part of a help desk team.

Supervised and operated multiple Exchange servers while performing routine system administrative work such as adding new users, changing user access rights, allocating new folders or disk storage areas, monitor log files, and other similar daily tasks.

Monitored, diagnosed, and corrected problems with Ethernet, network components, and end user accounts.

OPERATIONS SUPERVISOR UNITED STATES ARMY SERGEANTS MAJOR ACADEMY AUGUST 2014-JULY 2016

Supervised student led ceremonies and various training functions throughout the academy. Was responsible for over 24 Distinguished Service Recognition (DSRs) consisting of retirees, awardees and Veteran recognition, three Hall of Honor (HOH), Two Hall of Fame (HOF) and two course graduation ceremonies. Created over 500 OPORDs/FRAGOs to ensure flawless execution of training and events provided by the Commandant.

Prepared recurring special reports daily to VIPs and Commanders.

Led meetings by detailing statistics from all directorates to report to the Commander each week with detailed numbers and information.

Developed relationships with outside agencies (Chamber of Commerce) to host multiple events at the Sergeants Major Academy. Among some of the events were the Taste of El Paso and student opening ceremonies with over 60 El Paso vendors.

Consistently applied strong customer and management relations on every aspect in a work environment.

Assisted Chief Protocol Officer with weekly receptions, ceremonies and community events.

Volunteered for El Paso Independent School District (EPISD) Lee Elementary School by accumulating over 200 hours of crossing guard.

Worked closely with the Sergeants Major Academy Security Specialist in ensuring the installation security team was involved with securing the building prior to the arrival of high-profile guests.

EDUCATION

MASTERS OF SCIENCE IN INFORMATION TECHNOLOGY DECEMBER 2023 AMERICAN MILITARY UNIVERSITY CHARLES TOWN, WEST VIRGINIA

BACHELORS IN BUSINESS MANAGEMENT JUNE 2016 EXCELSIOR COLLEGE ALBANY, NEW YORK

BACHELORS IN ACCOUNTING JUNE 2010 HAWAII PACIFIC UNIVERSITY HONOLULU, HAWAII

CERTIFICATIONS

•Google Professional Information Technology Certified

•Information Management Course

•Systems Administrator Course

•Senior Leadership Development Course

•Instructor Certification Course

•Equal Opportunity Advisor (EOA)

•Information Assurance Officer Course

•International Six Sigma Black Belt Certified

•Network Security Administration Certified

•Google Professional Information Technology Certified

•Notary Public-Commission expires September 2024

PROFESSIONAL AND PERSONAL SKILLS

Expertise in Leadership skills

Experience in an educational setting

Highly proficient in Windows OS, MS Office Suite, iOS, Android, Active Directory

Information Security

Personnel Security

Physical Security

Security Management Program

Frequency and Network Management

Physically capable of moving heavy objects and conducting strenuous activities.

Willing to work long hours in challenging and demanding workplace environments.

Attention to detail and makes precise and careful decisions at all times.

Contact this candidate