Summary
Overview
Work History
Education
Skills
Certification
Additionalinformation - Clearance
Timeline
Generic

Pam Malere

Kansas City,MO

Summary

At the USDA, my recent role as a Junior System Administrator with Makpar Corporation represents a strategic progression in a 13+ year trajectory committed to superior technical support. My work ethic is grounded in a collaborative spirit and a penchant for analytical problem-solving. The mission is clear: continue to deliver world-class support, grow in IT knowledge, and contribute to the advancement of my organization's technical infrastructure.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Jr Systems Administrator / 3rd Tier support

Makpar Cooperation
11.2024 - Current
  • NuAxis Innovations was required by the USDA to break up the Jr. System Admin/Tier 3 contract size for the remainder of contract (which ends 11/30/2024).
  • I was one of the team members (from NuAxis) that was pulled from NuAxis Innovations to their contract partner, Makpar.
  • Everything that was added under the NuAxis section applies to their contract partner, Makpar, which is whom I am currently employed with until 12/1/2024.

Jr Systems Administrator / 3rd Tier support

NuAxis Innovations
03.2020 - 10.2024
  • I assisted with Windows server troubleshooting as a junior systems administrator
  • My team provides Tier 3 assistance to 100,000 workers
  • The ticketing system we use is called Remedy
  • I fix errors and making changes to/through Active Directory
  • Word, Excel, and PowerPoint are just a few of the Microsoft 365 applications that I troubleshoot
  • I constantly using the Exchange Admin Center 365 (EAC) web-based administration dashboard to handle Exchange 365 groups, mail-enabled security groups, distribution lists, and dynamic distribution lists
  • Both DameWare and RemoteAssist-Launcher are remote access tools used on USDA customer computers by me, and others, so we can use our admin credentials to complete required admin changes that normal users lack
  • I provide both installation and general configuration for different USDA-based software applications, for example, AutoCAD, Dymo, and Citrix Workspace
  • Resolved escalated help desk tickets promptly, providing high-quality support to end users experiencing technical issues.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Installed and configured network printers and other peripheral devices.
  • Diagnosed and resolved hardware and software issues.
  • MRP APHIS and AMS Network Printer setups are finished by the Jr
  • System Administrator/ Tier 3 support group
  • We troubleshoot Citrix Workspace issues to the best of our ability first, before transferring incidents the Citrix group for additional support
  • Cisco Secure Client is used for USDA VPN connections
  • When a user attempts to utilize the program and there is no connectivity, my group is notified of the issue

Help Desk Support Specialist - Intermediate

Powertek Corporation
08.2011 - 03.2020
  • Provided world class technical support and system administration services to USDA customers for nearly nine years
  • Received national recognition for exemplary service 10/01/2019
  • Member of the folder redirection innovation team, a small group of technicians and tech managers were to develop documentation and plan the rollout of folder redirection in the USDA environment
  • Created support documentation that empowered and enabled local TSD and co-workers to extend skills, leverage system features and find resolutions to questions without intervention from the support team
  • Remote support for customers via phone, email, Skype, RemoteAssist-Launcher, DameWare Remote Support
  • Professionalism and courteousness with customers while working to install/reinstall software, fix corrupted installations, and resolve email related issues on that specific customer's computer
  • Provided 2nd tier server administration, support, and migration for 2687 local file servers installed in offices around the country
  • Assisted customers with Folder Redirection mapping errors
  • Aided in reconnecting customers back to their local server, which in return restored their ability to sync their personal files on the local server
  • Provided customer support for Android/iOS devices using the MobileIron
  • Retire mobile devices, add new mobile devices, add/remove containers/apps for mobile devices within MobileIron, for example, Email+
  • Configured Outlook mailbox for customers, remove/re-added shared mailboxes, and completed generalized support through EMS
  • Documented all actions, interactions, troubleshooting done, and research performed for each ticket within the Remedy ticketing system
  • Explained technical information in clear terms to non-technical individuals to promote a better understanding
  • Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
  • Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
  • Installed new desktop systems and migrated data to new machines.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Patched software and installed new versions to eliminate security problems and protect data.

Education

Associate of Applied Arts - Information Technology Support

University of Phoenix
Springfield, MO
05.2011

Skills

  • Remedy (Remedy on Demand (ROD)) ticketing system
  • Microsoft Office 365
  • Outlook 365
  • Exchange Admin Center 365 (EAC)
  • Windows Servers
  • Server and system administration
  • Troubleshooting and diagnosis
  • Technical troubleshooting

Certification

ITIL Foundations in I.T. Service Management, 2012

Additionalinformation - Clearance

Public Trust Clearance

Timeline

Jr Systems Administrator / 3rd Tier support

Makpar Cooperation
11.2024 - Current

Jr Systems Administrator / 3rd Tier support

NuAxis Innovations
03.2020 - 10.2024

Help Desk Support Specialist - Intermediate

Powertek Corporation
08.2011 - 03.2020

Associate of Applied Arts - Information Technology Support

University of Phoenix

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Pam Malere