Carolyn A Daniel
North Chesterfield,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. IT Specialist with over 20 years of successful experience in IT Systems and Planning. Recognized consistently for performance excellence and contributions to success in Defense Logistics Agency.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Specialist (Systems Analyst)
Defense Logistics Agency (DLA)
Richmond, VA
08.2014 - Current
- Served as a pivotal resource in architecting, engineering, and supporting cloud migrations, system upgrades and architecture design of current DLA AMPS and DLA ICAM AMPS builds for all operating environments.
- Collaborated with customers, internal team members, and various stakeholders to outline the planning, execution, and integration of initiatives aimed at system enhancements, upgrades, as well as cloud migrations.
- Identified underlying causes of production issues through root cause analysis and implemented appropriate solutions.
- Created technical documentation for system design, with a focus on network communication, and aided in the creation of the system-required enterprise architecture (DODAF) development.
- Assisted in the implementation of new Oracle-based and Azure Kubernetes (AKS)-based technologies and systems to improve efficiency and meet DOD FISCAM compliance deadline.
- Improved overall user experience through support, training, troubleshooting, improvements, and communication of system changes.
- Performed data analysis to identify trends and recommend solutions.
IT Specialist (Systems Administrator)
Defense Logistics Agency Aviation
Richmond, Virginia
09.2009 - 08.2014
- Managed several enterprise-level software applications utilized by DLA, including SDE (also known as Magic), CA Harvest Change Management, and the Crystal Reports platform that was later transitioned to Business Objects Enterprise.
- Windows Server Administrator for the server OS on which those applications resided.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Monitoring of SDE availability to include IIS services, Job Queue Process, and Mail Spooler Processes.
- Investigated system errors to determine root cause of issue and implement solutions accordingly.
- Created user accounts, set up permissions, and monitored system security.
- Ensured successful migration of software system onto up-to-date servers.
- Designed custom ticket templates for DSCR Helpdesk.
Tier 2 Support Technician
Regent Systems Inc (RSI)- DLA Contractor
Richmond, VA
08.2008 - 09.2009
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Trained and supported end-users with software, hardware, and network standards and use processes.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Compiled and accurately entered data for each customer encounter to record in system.
- Provided Tier 1 and Tier 2 IT support to non-technical internal users through desk-side support services.
- Assisted with resolving escalated customer issues by providing advanced technical support.
- Configured hardware, devices and software to set up workstations for employees.
IT Support Specialist (Part-Time)
Cavalier Telephone
Henrico, VA
10.2007 - 05.2008
- Created help desk tickets, troubleshot and resolved desktop issues
- Provided technical support to Type clients
- Determined hardware and network system issues using proactive troubleshooting techniques
- Coordinated with telecommunications providers to discern and address third-party outages and related impacts
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Type
- Managed high levels of call flow and responded to Type technical support needs
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
Administrative Assistant (Part-Time)
Medical Careers Institute
North Chesterfield, VA
01.2007 - 08.2007
- Provided quality customer service to enrolled students and potential students
- Answered multi-line phone system, answering questions, routing calls and inquiries
- Enrolled new students, updated students school statuses in application (Campusview), organized student documentation and filed as appropriate
System Administrator (Magic SDE)
Electronic Data Systems, EDS - DLA Contractor
Richmond, VA
03.2005 - 01.2007
- Monitored operations of systems to ensure functionality of Magic Service Desk Express and Crystal Reports (Business Objects) Enterprise.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Performed weekly backups of Magic Oracle Databases.
- Performed System upgrades, patches and maintenance.
- Configured and maintained system hardware, software and network components.
- Installed, tested and evaluated new systems, applications and patches.
- Created user accounts and managed access rights for users.
- Provided guidance on best practices related to system administration procedures.
- Analyzed system logs to identify suspicious activities or anomalies.
Help Desk Support Specialist
Electronic Data Systems, EDS - DSCR Contract
Richmond, VA
03.2002 - 03.2005
- Provided technical assistance and troubleshooting for customers with hardware, software, and network issues.
- Managed end-user accounts within Active Directory Users and Computers.
- Provided excellent customer service for all issues pertaining to software, hardware, or network.
- Responded to customer inquiries via phone, email, or chat support.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
Information Technician - 2nd Class PO
United States Navy, USN
San Diego, CA
03.1998 - 03.2002
- Served aboard the USS Tarawa, the USNS Sirius, and at the shore station NTCS Diego Garcia, supporting missions through a network of over 2000 users, and numerous servers and workstations.
- Contributed to the comprehensive upgrade of a network software package aboard USS Tarawa and when station in Diego Garcia.
- Conducted training for over 15 personnel in hardware and software troubleshooting and repair.
- Created detailed user accounts within Active Directory ensuring proper access control was applied to each account.
- Installed, configured, and tested computer hardware, software, systems, networks, printers and scanners.
- Performed regular Backups on NIPRNET and Yearly Batch Process Backups on SNAP HP Unix SUSTEMS.
- Routed classified message traffic to the correct locations, maintained TS Security Clearance.
Education
Associate of Applied Science - Sociology
John Tyler Community College (now Bright Point)
Chester, VA05.2008
Skills
- Planning and Coordination
- Flexible & Adaptable
- Interpersonal Communication
- Root Cause Analysis
- Network support
- System Architecture Design
- Project Management and Planning
- Troubleshooting and diagnostics
- Disaster recovery procedures
- Cloud Migration Procedures
Certification
CompTia, Security +, COMP001008123424, 12/2014
Accomplishments
- Awarded Meritorious Civilian Service Award (Feb 2023)
- J6 Employee of the Month October 2023
- Step Increase for excellent performance review
- J6R Team of the Month award June 2011
- Received multiple bonuses and time off awards for performance throughout my career at DLA.
Timeline
IT Specialist (Systems Analyst)
Defense Logistics Agency (DLA)
08.2014 - Current
IT Specialist (Systems Administrator)
Defense Logistics Agency Aviation
09.2009 - 08.2014
Tier 2 Support Technician
Regent Systems Inc (RSI)- DLA Contractor
08.2008 - 09.2009
IT Support Specialist (Part-Time)
Cavalier Telephone
10.2007 - 05.2008
Administrative Assistant (Part-Time)
Medical Careers Institute
01.2007 - 08.2007
System Administrator (Magic SDE)
Electronic Data Systems, EDS - DLA Contractor
03.2005 - 01.2007
Help Desk Support Specialist
Electronic Data Systems, EDS - DSCR Contract
03.2002 - 03.2005
Information Technician - 2nd Class PO
United States Navy, USN
03.1998 - 03.2002
CompTia, Security +, COMP001008123424, 12/2014
Associate of Applied Science - Sociology
John Tyler Community College (now Bright Point)
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