Help Desk Program Manager

Resume for Felicia L. Penton

**** ******* ** *, ***

Kent, WA 98032

Cell: 208-***-****

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

Career Summary:

CTE Educator (Grades 9 – 12) Monitor and support students during independent work or cooperative learning activities in 32 different cultural languages

Install & configure virtual machine host running MS Windows Server2023, 2012 & 2008 on an 11,000 VM network.

Troubleshoot & fix image provisioning issues, report bugs, some PowerShell & DOS scripting to install apps & manage servers.

Assist application developers and testers setup their environment. (helping development teams deploy stable builds to multiple environments)

Triage help desk requests (environment restore, system deployment troubleshooting)

Network Operations Management

Development of database application and web-based applications

Experienced with integration of disparate external data sources into an automated workflow application environment

Developed functional specifications, deployment plans, and documentation.

Performed as Business Program Manager (defining team charter, project definition, proposal, vision statement, user description, functional and technical requirements, project risks, deliverables, and final report outs)

Technologies Used:

APPLICATIONS:

Installed and configured the following: Microsoft Office 2023 (Office 365), Microsoft Office 2013, Microsoft Office 2012, Microsoft Excel 2016, Microsoft Word 2016, Microsoft Power Point 2016, Microsoft Publisher 2016, Microsoft Access 2016, Microsoft OneNote 2016, Microsoft SharePoint Designer 2016, QuickBooks (version: 2023, 2015, 2013, 2009, 2003, 2000).

WORKSTATION/NETWORK OPERATING SYSTEMS

Installed and configured the following:

Windows Server 2023 Enterprise Edition R2, Windows 2023, 2012 Enterprise Edition R2, Windows 2008 R2, Windows 2003 Server, Windows 2000 Server, Windows 2000, Windows 8, Windows Vista Business, Windows XP Professional, Microsoft SQL Server 2008, 2012, 2023, IIS, Microsoft System Configuration Manager 2010 & 2012, Microsoft System Configuration Operations Manager 2023, 2012 & 2008, Microsoft Visual Studio 2012, Microsoft Team Foundation Server, Microsoft Exchange Server 2008, 2003 and 2000, Apple MAC 10 using Parallels hosting Lion Client, Lion Server, Snow Leopard Client, Snow Leopard Server, Netware 4.11, Novell Netware 5.0, Linux Redhat 7.3 and 9.0 as firewall, proxy server, and list server, some AS400, Zenoss,

APPLICATION DEVELOPMENT PLATFORMS

Microsoft Visual Studio (version: 2000, 2006, 2008,2012, 2016) Team Foundation Server (TFS) 2012

Microsoft SharePoint Server (version: 2000, 2003, 2008, 2012, 2016, Visual Basic (version: 2003,2005, 2010, 2012, 2015) .NET, Microsoft Access 2003, Crystal Reports 10.0, Microsoft SQL Server (version: 2003, 2008, & 2012, 2016) C#, SuiteP2, Java Netbeans IDS, JVM, JRE, IBM Domino Web Server, Lotus Notes

PROGRAMMING LANGUAGES

C# (version:2024, 2012, 2015), Visual Basic (version 2023. 2003, 2005, 2010, 2012, 2015), Java, JavaScript, Pascal, Cobol, C, C++, Visual Studio (version: 2000, 2006, 2008, 2012, 2016, 2023)

TUTORING

Robotics

Computer Game Design

Cisco Networking A,B,C

Geometry 1 & 2

Algebra 1 & 2

English Literacy

SUMMARY OF QUALIFICATIONS

CTE Teacher – Networking A, B, C (Cisco), Robotics, and Computer Game Design (most recent position)

WE BUILD THINGS IN TEAMS OF HIGHLY DIVERSE STUDENTS

October 2014 – August 2023

Renton School District

Renton High School

VMware vSphere · Virtual Private Network (VPN) · Incident Management · Leadership · Skill Development · Networking · Routers · Problem Solving · Data Mining · Internet Protocol Suite (TCP/IP) · Cisco Routers · Cisco Systems Products · Network Switches · Infrastructure · Microsoft Office · Computer Science · Active Directory · Cisco IOS · Requirements Analysis · Analysis · Databases · Catalyst Switches · Security · Servers

Teach components of robots such as wheels, chassis, body, controller, pin configuration on circuit board, motors, object sensors, remote control, antenna, group building skills, programming in Arduino, students break down components at the end of trimester and create build kits for the next trimester class

Students are divided into groups at end of trimester and compete against each group (build 21st Century skills)

Teach Cisco Networking A, B, and C course work 2023

Teach Programming in Arduino and C

Monitor and support highly diverse and ethnic group of students during independent work or cooperative learning activities.

Teaching Behavior Management

Work with administration on Individual Educational Planning

Administer state assessment tests to students

Participate in conferences concerning student’s progress

Monitor student progress in instruction

Assists and monitor small groups and individuals with IEP's

Implement behavioral management strategies using the same emphasis and techniques; reports progress

Attend parent conferences and meetings when appropriate

Special Education Paraeducator/Substitute Teacher

Talley High School formerly Secondary Learning Center

Monitor and support students during independent work or cooperative learning activities

Teaching Behavior Management

Work with administration on Individual Educational Planning

Administer state assessment tests to students

Participate in conferences concerning student’s progress

Monitor student progress in instruction

Assists and monitor small groups and individuals with IEP's

Implement behavioral management strategies using the same emphasis and techniques; reports progress

Attend parent conferences and meetings when appropriate

Desktop Support Technician

June 2017 – August 2017 Seattle Children's Hospital (through Insight Global)

Experience troubleshooting basic networking issues

Perform software break/fix on Desktops

Excellent written and verbal communication skills

Demonstrate good customer service skills

Work independently and manage time to complete tasks

Tier 1 and 2 incident management

Troubleshoot issues related to deployment

Running Coach

January 2015 – 2018

The Balanced Athlete

Race Registrar & Race Coordinator

November 2012 – 2017

Cougar Mountain Trail Run Series

Seattle Running Club

September 2013 – October 2014

After 1 year at Microsoft, I was required to take a 100 day break. This occurred just before the holiday season giving me an opportunity to train for a couple of marathons in October 2013 to October 2014. Meanwhile, I have been officiating the timing of several trail races, marking marathon courses for trail races, and sweeping courses at the end of the trail running events for NW Trail Runs and Seattle Running Club. I took a break from IT to do something completely different.

Application Development and Test Support Engineer 1

September 2012 - September 2013 Microsoft (through Collabera)

Help Desk technical support and troubleshooting services to end-users - Tier 1 and 2 incident management trouble tickets generated by testers and developers.

Created, maintained, and supported virtual test environment for application developers & testers.

Work with PowerShell, Microsoft Windows Server 2008 & 2012, Apple MAC 10, Active Directory, DNS, DHCP, IIS, WDS, SQL Server 2008 & 2012, Microsoft System Center Operations Manager, Virtual Machine Manager, Hyper-V, and

Microsoft System Configuration Manager 2012 to deploy updates, images, & applications.

Troubleshoot image deployments, sessions, report bugs to SDET's for triage, code fixes, and feature enhancements.

Inventory servers and virtual servers and their respective roles.

Troubleshoot server hardware issues as they arise.

Worked with and troubleshoot SQL server 2008 and 2012 extensively.

Crystal Report Writer

January 2012 – May 2012 AceCo Semiconductor (through Volt Technical Resources)

Created and integrated approximately 200 manufacturing reports within manufacturing resource planning system using Crystal Reports 10 and SQL Server 2008 running on Windows Server 2008 Platform.

IT Support Specialist

July 2008 – April 2011 Roman Catholic Diocese of Boise

November 2007 – June 2008 Roman Catholic Diocese of Boise (through Volt Technical Resources)

Support network in Microsoft Windows Forest consisting of 1 root domain, 9 child domains, mixed mode network of 42 domain controllers and member servers running Microsoft Windows 2008, 2003 and 2000 Server Standard and Enterprise edition.

Manage Organizational Units (OU) in Active Directory via Group Policy,

Create logon scripts,

Manage roaming profiles,

Create and Manage virtual servers via Hyper-V,

Create custom images and Deploy image on 120 – 240 workstations and laptops using Remote Installation Service (RIS) and Windows Deployment Server (WDS),

Maintain inventory and budget.

Provide technical support for clients of Diocese of Boise to meet Service Level Agreements (SLA).

Manage multiple projects at a number of Roman Catholic parishes in Boise, Idaho, totaling over 650 users.

Network Engineer

November 2001 - 2009 Boise Valley Information Systems, LLC

December 2000 – 2003 Ellinwood Computing

Prior to 2000 Data Concepts, Orion Development

Support networks of many clients in Boise, Meridian area and Oregon counties since 1998.

Prepare and submit project proposal for network and infrastructure upgrade,

implement and maintain stable network infrastructure, troubleshoot network and hardware problems,

compile procedures for setup, installation, and configuration of workstations and servers,

document and inventory entire network infrastructure.

This includes setup and configuring access to the Internet via routers and firewalls, onsite website hosting, domain name registration, maintaining company websites, and onsite mail server.

Onsite website and mail server hosted using multi-honed network interface on Windows Server platform, DNS Server, Active Directory, IIS, and Exchange Server.

Provide DNS, website and mail server hosting service on Linux Fedora platform.

Business Analyst/IT Analyst

November 2001 - 2009 Boise Valley Information Systems, LLC

December 2000 – 2003 Ellinwood Computing

Prior to 2000 Data Concepts, Orion Development

Manage software development life cycle on several development projects using project proposal, vision document or project plan, use case list and specifications to identify users and process flow, develop pseudo code, and interact with client to get information and feedback into the process to ensure project is on track.

Identify issues that arise during the project. Develop and maintain project schedules, weekly progress meeting with the client to ensure that progress, issues and assignments were properly addressed.

Maintain documentation for project.

Implement group training plans based on documented user, and learning styles.

Develop feedback mechanisms to gage training effectiveness of training, post training support calls, and feedback.

Maintain agenda and minutes for all meetings internal and with clients.

Develop final client report for client, specifying project definition, planning documents, requirements documents, and design documents.

Tools used to facilitate development process include Microsoft Visio Professional, Microsoft Project 2003, Crystal Reports 10.0 and Database Design Tool (DDT) to interface with Microsoft SQL Server.

Programmer/Analyst

December 2000 – 2003 Ellinwood Computing

Prior to 2000 Data Concepts, Orion Development

Modified existing licensing and code enforcement application for Department of Agriculture to interface with new system

Developed web-enabled workflow application to serve legal documents through an Oregon multi-county website/portal (e.g. marriage licenses, County Assessor imaging database, arrest warrants, weekly minutes for County Commissioners). System development achieved using AS400 and Windows Server platform, Lotus Domino Server, Lotus Notes, Java and JavaScript.

Develop application to interface IBM cash register with AS400 using Visual Basic 6.0

EDUCATION

Western Governors University, MAT Teaching, in progress, 2023 - Present

Cisco Networking A, B, C 2023

Boise State University, BBA Production/Operations Management, 1995

Boise State University, BS Computer Information Systems, 2005

Bellevue College, Bellevue, Washington, Introduction to Programming in C# on .NET, January - February 2014

Bellevue College, Bellevue, Washington, C# Programming on .NET Level 1, February – March 2014

Bellevue College, Bellevue, Washington, C# Programming on .NET Level 2, April 2014

CERTIFICATIONS

CTE Certification Cisco Networking A,B,C, Robotics, and Computer Game Design – State of Washington WEA PSE

A+ Hardware Certification #C56DTT1268

Microsoft Certified Professional

Microsoft Certified Desktop Support Technician

Emergency Substitute Teacher

Endorsement: Renton School District

Certificate No. 534684F

Expiration Date: 06/30/2019

ORGANIZATIONS

Northwest Trails, Course marking and sweeping trail races in Washington 2013 - 2021

Seattle Running Club (SRC), LIFETIME MEMBER, Aid Station Volunteer, Race Timer & Secretary 2013

Association of Information Technology Professionals (AITPA), Treasurer 2009 - 2010

American Production and Inventory Control Society (APICS)

Diocesan Information Systems Conference, Planning Committee 2009 - 2011 and 2011 DISC Conference Hostess

Bishop Kelly High School, Technology Committee, 2009 – 2011

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