Dawn Howell
Help Desk Support TS/SCI
Fredericksburg,VA
Summary
System Administrator with 8+ year experience. With in-depth and knowledge and understanding of numerous software packages and operating systems. Skilled in providing support to customer and end-user, adept at identifying and resolving technical issues and concerns, excellent communication and presentation capabilities, works well independently or in a group setting providing all facets of computer support such as, configurations, installations, and maintenance.
Overview
8
8
years of professional experience
1
1
year of post-secondary education
2
2
Certifications
Work History
System Administrator (DoD Consultant)
General Dynamic Information Technology
Arlington, VA
09.2020 - Current
- Lead technical support for F-35 program executives including Lt
- General, and Chief of Staff
- Manage all incoming issues and requests, including Mobile management services
- Installation, configuration, and troubleshooting issues on Windows OS and IOS Operating systems, printers, network and VPN related issues
- Resolve application and system software problems with applications which includes secure print/scan, MFA, VoIP, MS Skype, MS Teams for Business, MS Office 2019, Windows Updates
- Installed applications, pushed security patches, and ensured all government devices complied with RMF and NIST standards
- Recovery DISA PKI certificate, and publishing certs to DISA
- Support Microsoft systems (Desktops, Remote Desktop Services, Servers, SCCM, Active Directory Domain
- Provision and deployed computers and mobile devices, including smart phones and tablets
- Work on project to deploy over 2000 new computers to all JPO members
- Provide Mobile Device Management (MDM) training to team members
- Coordinate and manage all commander’s call, unclassified, and classified meetings, included setting up WebEx meetings, ZoomGov, and conference rooms VTCs.
Senior Application Analyst
Cerner Corporation
Valhalla, NY
08.2019 - 09.2020
- Analyzed problems with the clients during software and application implementations while deliver client-specific configuration, testing, and training
- Consulted with clients on current workflows and configurations, upgrade implications, system changes and enhancements as well as ongoing system maintenance
- Active team member to build, test and troubleshoot Bedside Management Interface it relates to Bedside Devices, Fetalink, RRD tools delivery across venues
- Key participant in CORE build, working with client management team to update all providers and non-providers data in HNAuser and updating DCWs for millennium upload
- Tested Beside Management Interfaces with Philips’s vendor teams and setting up all related devices
- Troubleshoot configuration and integration issues in production
- Provided end-users accesses to all EMR applications.
System Engineer
Gap and Old Navy Inc
Fishkill, NY
09.2018 - 08.2019
- Lead SOTI mobile management project for location such as warehouse wireless devices, setting up static IP address along with checking signals strength for WIFI/end user devices
- Lead a team of 5 techs with upgrading over 3000 Laptops, Tablets using SCCM
- Pushed security patches on all workstations, along with assigning BIT locker keys
- Labeled inventory/ checked firmware updates on workstations on monthly basis
- Lead Window 10 migration project
- Conducted inspection on all IDF cabinets with USPSes and PDU for Old Navy and Gap Fishkill location
- Assigned Static IP addresses to over 100 UPS’s that supports network switches
- Worked with network team to troubleshoot network issues in 2 of Gap Facilities
- Installed and configure computer systems and applications within the company
- Configured Windows Servers 2008-2012 R2, and Linux CentOS coordinate update and patches with senior team members.
System Support Analyst (Consultant)
National Grid
Syracuse, NY
02.2018 - 08.2018
- Utilized ServiceNow to manage and record incident report to resolution and root cause analysis
- Ensured seamless resolution of issues by engaging with co-located resolver team to maximize first contact resolution
- Utilized tools and systems access to resolve field engineer user issues wherever possible
- Added/modifies/deleted users, groups and roles and provide password and license management within Active Directory.
Technical Analyst (Consultant)
Omnicom Media Group, Hermes of Paris
New York, NY
10.2017 - 01.2018
- Maintained daily record of servers companywide, while troubleshooting, reporting and logging trends that may adversely affect system
- Imaged new computers using Altiris deployment software, and assisted users with data migration
- Worked with technical services and support center to resolve Help Desk issues
- Resolved POS sales and register issues as it related to Cegid
- Worked with IS Manager to distributed and install software and application upgrades.
Technical Support Analyst
Cerner Corporation
Kansas City, Missouri
02.2016 - 08.2017
- Provided technical support to two of Cerner’s main EMR applications; PowerChart and RadNet
- Investigated and resolved service issue requests and met SLA
- Actively supported solution related service request investigation, incident resolution, application maintenance, and software product testing
- Provided functional and technical expertise to clients and collaborated with project teams who were implementing Cerner software
- Utilized and maintained knowledge of CCL programming, and Foreign System Interface (HL7).
Help Desk/Desktop Support Analyst
Illy Cafe North America, Inc
Rye Brook, NY
08.2015 - 02.2016
- Performed break-fix and help desk/desktop support to end users in multiple locations
- Installed and configured printers and various network connected equipment
- Participated in maintaining, testing, and updating over 3000 PC deployment images
- Provided user administration in Microsoft Active Directory environment.
Helpdesk Support Analyst
New Horizon Resources
Poughkeepsie, NY
06.2014 - 02.2016
- Provided computer hardware, software, and networking support for internal clients
- Resolved all computer-related issues, maintaining work logs showing status on assigned projects
- Installed and configured Windows and Linux Operating systems
- Support Microsoft systems (Desktops, Remote Desktop Services, Servers, SCCM, Active Directory Domain Controllers) hosted on both virtual and bare metal hardware.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
Help Desk Engineer
Westchester Medical Center APS
Hawthorne, NY
02.2015 - 08.2015
- Provided computer hardware and software support for all Westchester Medical Center Advance Physician Services users
- Resolved issues with applications such as eClinical Works, Cardio Merge and McKesson
- Researched and resolved problems using available tools such as help desk knowledge base and remote control
- Managed, updated, and maintained help desk problem, inventory, client, and knowledge databases
- Installed and configured DNS, DHCP, FTP, and NFS in Linux CentOS
- Patched software and installed new versions to eliminate security problems and protect data
- Performed root cause analysis and general troubleshooting
Education
Master’s degree - Information Security and Assurance
Purdue University Global
01.2017 - 05.2018
Bachelor of Science - Information Technology
Kaplan University (acquired by Purdue University
Associate of Applied Science - Information Technology
Skills
Microsoft Office 365, OneNote, One Drive, Cerner PowerChart, Cerner RadNet PowerChart Ambulatory, Sharepoint, Eclinical Works and McKesson, Video conferencing, Altiris, Dameware, SCCM, ZoomGovWindows 7,8,10 OS, Linux and Unix, MacOS, Active Directory, SQL Server 2008- 2012, Server 2016Digital forensic tools WinAudi, DevManView, Wireshark, and NetWitnessKnowledge CCL, SQL, and JavaScriptLAN environments using TCP/IP, DHCP, DNSVPNZebra label Printers, HP Commercial printers, XeroxBMC Remedy, Navigator services, Zendesk, Service Now, and service deskBlackberry, UEM Client, Purbred, Duo, MDM (android and IOS)
Virtualization
Technical Support
DISA PKI
Certification
CompTIA Security+ Sept 2020
Timeline
System Administrator (DoD Consultant)
General Dynamic Information Technology
09.2020 - Current
Senior Application Analyst
Cerner Corporation
08.2019 - 09.2020
System Engineer
Gap and Old Navy Inc
09.2018 - 08.2019
System Support Analyst (Consultant)
National Grid
02.2018 - 08.2018
Technical Analyst (Consultant)
Omnicom Media Group, Hermes of Paris
10.2017 - 01.2018
Master’s degree - Information Security and Assurance
Purdue University Global
01.2017 - 05.2018
Technical Support Analyst
Cerner Corporation
02.2016 - 08.2017
Help Desk/Desktop Support Analyst
Illy Cafe North America, Inc
08.2015 - 02.2016
Help Desk Engineer
Westchester Medical Center APS
02.2015 - 08.2015
Helpdesk Support Analyst
New Horizon Resources
06.2014 - 02.2016
Bachelor of Science - Information Technology
Kaplan University (acquired by Purdue University