Help Desk Analyst with Active Secret Clearance

Lauren V. Kaigler

***** * ****** **. #**** Ofc. 240-***-**** Cell. 240-***-****

Laurel, Md. 20708 Email: *************@*****.***

Active DoD Secret Clearance

Experience:

Realtor

June 2009 –Present

Keller Williams Preferred Properties, Upper Marlboro, MD

• Act as an intermediary in negotiations between buyers and sellers, generally representing one or the other.

• Rent or lease properties on behalf of clients.

Help Desk Analyst

September 2007 – May 2009

(Air Force) Convergenz, Mclean, VA

• Provide Helpdesk technical support for the Air Force with an average of 30,000 users

• Troubleshoot hardware/software PC, network account, network and personal printer/peripheral problems.

• Provide routine and emergency support to end users in order to ensure continued employee communication

• Assess & fix client problems using MS Management Console (SMS) & MS Remote Desktop (XP)

• Responsible for supporting problem resolution, call ownership, ability to resolve issues expeditiously.

• Hands-on working experience in MS Windows 2000/2003/XP, MS Office 2000/2003/XP, MS Exchange 5.5, MS Internet Explorer, Norton Utilities

• Resolve problems for end users on a first call basis when possible and routing requests to senior support personnel as appropriate.

• Provided quality assurance for the Accounts Creation Team, which included routine communications with the Network Security division.

• Managed the Helpdesk inbox daily, Outlook’s set up configuration and use of .PST files, and more

Office Secretary/Substitute Teacher

September1999-Present (At my discretion)

P.G. County Board of Education

Office Secretary

• Retrieved student data via School-Based Student Information System (SB SIS) database; prepared and reviewed student suspension and registration forms for supervisor’s signature

• Maintained and respected confidentiality of student/school personnel information

• Assisted with an audit project which ensured that proper student documentation was available within the records department (i.e. birth certificate, etc)

• Acted as a liaison between parents and administrators

Armed Guard

February 2001-July 2007

Defense Security Cooperation Agency

Ares Group Inc., Alexandria, VA

Secret Clearance (Active)

• Provided exceptional support and security to staff members of the Defense Security Cooperation Agency (DSCA)

• Conducted inventory and tracked necessary office equipment for multiple job sites

• Maintained bi-weekly schedules using Microsoft Excel

Education

1999-2001 Prince George’s Community College

Information Systems Technology (major

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