GERI L. CRUDUP

TECHNICAL SUPPORT SERVICES MANAGER

***** ******* ****** **, *******, MD 20601

301-***-**** c0mnkp@r.postjobfree.com

Clearance TS/SCI YW Granted by DOD on 01/23/2009

Certifications Network +, COMP001020250681 (expiration 05/06/2014)

Qualifications Summary

. Experienced in managing Technical Support Operations; advanced

technical skills and knowledge in computer hardware and software as

well as networking systems; certified in Comptia Network +, MCDST, and

some ITIL certification for Automated Help Desk Management

. Applied emerging technology to meet rigorous 24/7 demands of the

President of the United States (POTUS), Vice President, White House

Staff, and senior government/military leadership while working for the

White House Communications Agency (WHCA).

. Provide a complexity of IT services in a "no fail" environment with

forward-thinking solutions to ensure the success of the mission with

focus on computer issues and customer satisfaction

. Help Desk Manager with over 5000 customer base, supporting over 100

fixed and 621 travel sites

. Integration of Tier I to III support of hardware, software,

installation and support; upgrading Operating Systems for computers

and blackberries; provide training for system users

. Perform computer upgrades, software rollouts, hardware replacement,

warranty tracking, and hardware repair as necessary, locally and

remotely; maintain lifecycle computers and peripherals

Work Experience

. Three years experience in Project Management and 18 years in Computer

Customer Support

. Worked as Customer Support Tier I, II, and III for small computers

since 09/94; supported over 5000 local and remote customers worldwide;

. Managed three network and system upgrades in the past six years

. Over 11 years experience in supervision government, military and

contracting personnel

. Project Manager on a Tier I and II DISA contract for three years,

managed 15 contractors

. Performed hardware/software troubleshooting, analysis, and repair and

replacement of parts and equipment; including laptops, PCs, and

personal data devices using wireless technologies

02/04 - Present CACI Help Desk Operations for WHCA

. POTUS support on 621 CONUS and overseas travel events; maintained 24/7

communications

. Performed customer training on mailbox functions, web page access, and

digitally signing forms, verifying software settings, and updating the

users' web site certificates

. VISTA and Windows 7 OS, installation and training users; created over

805 user accounts using Active Directory and Exchange Management tools

for three different networks

. Performed life cycle hardware and software maintenance of over 3000

Blackberry devices

11/97 - 02/04 CACI/AlphaInsight Corporation WHCA Contract

. Project Manager and Lead Tier II, Technical Support Specialist;

managed 15 contractors; tracked time and attendance, coordinated work

schedules; tracked project deadlines, and provided interface between

client and AlphaInsight management

. Lead Tier II; provided technical support for more than 2,400 customers

at local and remote locations; direct network connection using CAT 5,

6 or Fiber Optics, dial-up, or Virtual Private Network connections

with Client/Server capabilities

. Diagnosed, repaired, analyzed and replaced computer systems and

components as needed; performed hardware/software troubleshooting on

desktop PCs, laptops, and their peripherals

. Using Tier II skills was a major contributor during three system and

network upgrades; Windows 3.1 to NT 4.0 to Windows 2000 to Windows XP

then to VISTA

. Prior to system upgrades, tested and analyzed the new Operating System

against all software applications in use, adjusted for compatibility,

readied the systems, and informed developers of issues; ensured

upgrades passed acceptance tests and operating system met customer

needs

. Recognized by customers for attention to detail and patience during

computer systems upgrades

09/94 - 11/97 HQ Office of Special Investigations, Bolling AFB

. Chief, Communications/Computer Support (C-CS) Branch; managed the

Small Computer Technical Support Center, supported over 700 C-CS local

users and 2,000 users worldwide

. Maintained systems and connectivity with minimal downtime, reduced

trouble calls by 70%

. Implemented improved research and software standards, maintained

cutting edge of technology

. Performed network control and performance monitoring of the UNIX

servers; tracked system usage, verified authorized government usage;

planned major office moves, ensuring system continuity, assisted in

cabling sections of the network

. Facilitated for a 12-person team, researched problem areas in a

sensitive database used throughout the world, eliminating erroneous

information and updating necessary information used by Congress during

investigations

1993 - 1994 435th Communications Squadron (USAFE), Rhein-Main Air Base

. Noncommissioned Officer-In-Charge (NCOIC), Data Processing Center

System Control; scheduled production jobs for the UNISYS 2200/402

computer; provided customer education on the policies

1991 - 1993 1100th Communications Squadron (AFDW), Bolling AFB

. Communications/Computer Systems Shift Supervisor; Operated PCs,

cryptographic devices, and remote terminals with specialized software,

monitored message traffic and maintained circuit connectivity;

analyzed systems degradation, performed software maintenance, system

backups

. Worked on UNISYS System 11; automated data processing and maintained

computer equipment

1976- 1991 USAF (additional assignment data available upon request)

Certifications/Training/Education

Comptia Network + 5/11; Certified Help Desk Manager 02/04; Masters

Institute 10/00 - 03/01; MCSE Certification Classes; Administering Windows

2000 Network; Implementing Windows 2000 Professional and Server;

Implementing Windows 2000 Network Infrastructure; Administering MS Windows

NT 4.0;

Administering and Maintaining Windows '95; Introduction to UNIX; UNIX Hands-

On Workshop; Introduction to Datacom; Hands-On LAN Troubleshooting

Technical School; Advanced Communications-Computer Systems Operator;

Professional Military Education - NCO Academy 1994, Leadership School 1981,

Technical Training School 1976; High School graduate 1976

CUSTOMERS

White House Communications Agency; DISA; Air Force Office of Special

Investigations (AFOSI); Pentagon Communications; Air Force Operations

Center (AFOC)

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