Information Technology Continuous Improvement

DANIELLE N. MADISON

Cell: 318-***-****

E-Mail: *************@*****.***

CAREER OBJECTIVE:

My objective as a qualified IT professional is to utilize my skills and expertise to contribute to the success of the federal government in delivering efficient and secure technology solutions. With a strong background in ITIL and a dedication to continuous improvement, I aim to enhance the reliability, availability and performance of critical systems while ensuring compliance with government regulations and security standards. I strive to minimize downtime, optimize IT operations and support effective decision making. Overall my goal is to make a positive impact on the federal government’s mission by levering technology and enable innovation.

SUMMARY OF QUALIFICATIONS:

•Able to repair, install, upgrade and maintain desktop and notebook computers

•Ability to write engaging technical documents to assist users in software usage

•Excellent written and verbal communication skills

•Extensive knowledge of technology terms

•PC Network and IT infrastructure

•Computer hardware support

PROFESSIONAL EXPERIENCE

2022- April 2025 General Dynamics Information Technology Center, Bossier City, La

Level IV for DHS supporting Office Biometric Identity Management

•Handle the submission of data changes between various government agencies involved in the

OBIM process. This involves processing FBI bookings, ensuring the accuracy and completeness of

data and securely transferring it to the relevant parties.

•Assisting government agency personnel with any technical difficulties or issues they may

encounter regarding the OBIM system. This includes troubleshooting hardware and software problems via Bomgar Remote Support, monitor the performance of various applications via Aternity, assist with network connectivity issues and assist with access issues via SIT application

•Collaborate with various stakeholders such as FBI/DOJ/CBP/DOS/ICE

and cross functional teams to ensure effective communication and

coordination in the implementation and maintenance of the OBIM systems.

•Maintaining accurate records of support activities including emergency repairs, outages,

service requests and user feedback via ServiceNow.

Such documentation helps in tracking trends, identifying

recurring issues and providing insights for system improvements.

•Responding to and resolving escalated incidents ensuring minimal disruption to operations. This

includes prioritizing and categorizing incidents, identifying underlying causes, and implementing appropriate solutions.

2021 - 2022 General Dynamics Information Technology Center, Bossier City, La

System Specialist II for General Services Administration

•Provide technical support and assistance to end-users via phone, email or via MS Teams

•Create and maintain documentation of support requests and resolutions

•Collaborate with other IT teams to ensure timely and effective resolution of issues

•Assist with user account management, including password resets, unlock end users,

and create new user accounts via Active Directory

•Identify and escalate complex or unresolved issues within Sam.gov to senior technician

appropriate team

2018 - 2020 General Dynamics Information Technology Cemter, Bossier City, La

System Specialist II for Veteran Administration

•Resolve desktop support issues for Veteran Health Administration Employees

•Reviewed work orders and tickets to assure accuracy and efficiency

•Establish remote sessions via Skype to solve computer related issues

•Create and edit user accounts Via Active Directory

•Escalate tickets to higher level of support in other geographical locations

2015 - Current US Army Reserve Center, Bossier City, La

Digital Training Facility Manager

•Install software applications, operate IT equipment, set up workstations

•Resolve desktop IT support issues along with common computer operating issues

•Create and submit utilization report’s and any other IT related reports into Remedy

•Set Up and operate Video Teleconferencing system for Unit Manager’s to utilize

•Perform monthly and yearly inventory

•Provision soldiers into the Entry Point System to provide access to soldiers

2015 - 2016 Teleperformance, Shreveport, La

Verizon Tier 2 Tech Support Representative

•Responsible for configuration, troubleshooting, support and maintenance of Verizon internet, email, and peripherals including Iphones, Ipads, desktop computers, laptop computers, modems, routers and a variety of networked printers.

•Resolved slow connectivity issues via Apple IOS and Verizon Network

•Remotely provided technical support across geographical locations

•Reviewed tickets to assure accuracy and efficiency

•Responsible for resetting Verizon's email password for customers

•Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions

•Provided efficient and effective communication and active listening skills with both technical and nontechnical users. Displays excellent problem-solving skills and patience in dealing with frustrated users.

2014 - 2013 IBM, Shreveport, La

System Service Representative

•Provide onsite installation, maintenance and repair of IBM system components including hardware, networking devices, software and operating systems

•Responsible for providing the highest client satisfaction possible with operational services, service delivery and technical support for the clients account

•Perform service activities such as system assurance, installation, planning, system level problem determination and account management

•Perform van inventory using Territory Manager

2011 - 2012 Southern University, Shreveport, La

Computer Technician

•Advising the school of hardware and software to be purchased

•Maintaining the LAN connection in the computer lab through server

•Troubleshoot software issues from virus to spyware, to running a recovery CD and bringing computer hardware back to factory settings

•Proficiently diagnosed and replaced detective power supplies, motherboards, CPUs, Rams, video cards, sound cards, ethernet cards, modems and external peripheral components

•Submitting monthly reports of computer lab and other computers outside the computer lab used by Southern University faculty.

EDUCATION SUMMARY:

Southern University, Shreveport, La. Associate Degree in Computer Science, May, 2010

Louisiana Department of Agriculture and Forestry, La. Service Technician State License August 2013

General Dynamics ITC, Bossier City, La. HDI Analyst certification, September 2018

TECHNICAL SKILLS:

•Languages: C++, Java Script, HTML,

•Software: Citrix, Salesforce, Aternity, VOIP, ServiceNow, Bomgar, Apple IOS, Internet Explorer, Microsoft Word, Microsoft Power point, Microsoft Excel, Microsoft Access, Microsoft Backup, Microsoft Exchange, Lotus Notes, Active Directory, BMC Remedy IT Service Management, Entry Point, Software installs, Technical troubleshooting, Phone/Online Support, Problem diagnosis,

•Operating Systems: Mac OS, Windows 95/98, Windows 2000/2003, Windows Vista, Windows XP, Windows Server 2008, Windows 7, Linux, Windows 8 and 10

•Hardware: Peripherals, memory cards, RAID arrays, hardware configurations, LAN connectivity

SPECIAL TRAINING:

•IBM General Safety Training, July, 2013

•QSAR Training, July, 2013

•Electrostatic Discharge Prevention, July, 2013

•Security Requirements for Administers, July, 2013

•Cyber Security Workstation Compliance, October, 2013

•Hazard Communication Training, November, 2013

REFERENCES:

Furnished upon request

Contact this candidate