Angela Younger-Embree
Quinlan,TX
Summary
Forward-thinking Operations Specialist bringing 21 years of expertise in Information Technology for the US Army. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Observer, Coach, Trainer (OCT)
US Army
08.2019 - Current
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Devised and implemented processes and procedures to streamline operations.
- Created and managed project plans, timelines and budgets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Sustaiment Automations Support Management Officer
US Army
08.2017 - 07.2019
- Responded to emergency calls relayed from dispatcher or supervisors and communicated situation details to other officers.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Handled initial troubleshooting and escalation of service requests.
- Trained users on how to properly operate equipment and software programs.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Information Systems Technician
US Army
08.2016 - 07.2019
- Handled initial troubleshooting and escalation of service requests.
- Trained users on how to properly operate equipment and software programs.
- Used ticketing systems to manage and process support actions and requests.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created secure tunnel to enable intelligence gathering remotely.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
Windows Server Administrator
Defense Information Systems Agency, DISA
09.2012 - 08.2014
- Diagnosed and resolved hardware and software issues.
- Planned and implemented upgrades to system hardware and software.
- Monitored networks and network devices to resolve technical problems quickly.
- Installed and configured network printers and other peripheral devices.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Information Technology Specialist
US Army
08.2006 - 09.2012
- Used ticketing systems to manage and process support actions and requests.
- Set up network profiles, security permissions and file sharing systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Information Technology Specialist
US Army
10.2002 - 08.2006
- Used ticketing systems to manage and process support actions and requests.
- Set up network profiles, security permissions and file sharing systems.
- Controlled and managed server room, wireless network, server infrastructure, audiovisual equipment, laptops and video conferencing equipment.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
Education
Bachelor of Science - Information Technology
Columbia Southern University
Orange Beach, AL10.2012
Skills
- Certified Ethical Hacker (CEH)
- Management of Personnel Resources
- Presentations and Demonstrations
- Software Management
- Network Firewall Management
- New Technology Integration
- DNS Lookup
- Desktop Support
- CCNA
- CASP
- Security
- Training Junior Team Members
Certification
CEH
CHFI
ITIL
CAP
Security+
CASP+
CCNA
Timeline
Observer, Coach, Trainer (OCT)
US Army
08.2019 - Current
Sustaiment Automations Support Management Officer
US Army
08.2017 - 07.2019
Information Systems Technician
US Army
08.2016 - 07.2019
Windows Server Administrator
Defense Information Systems Agency, DISA
09.2012 - 08.2014
Information Technology Specialist
US Army
08.2006 - 09.2012
Information Technology Specialist
US Army
10.2002 - 08.2006
Bachelor of Science - Information Technology
Columbia Southern University