GAVIN VANIER
Amherst,OH
Summary
Capable IT Specialist experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
30
30
years of professional experience
Work History
IT Specialist
Department of Veterans Affairs, Cleveland Regional Office
Cleveland , OH
2015.12 - Current
- Perform the duties of Supervisor in her absence and shares in those responsibilities daily
- Plan and execute product refresh which includes computers, switches, audio visual and telecom equipment
- Monitor team’s quality and timeliness of service and make strategic adjustments to meet performance goals
- Develop and execute production and workload reports
- Excellent communication with peers as well as senior management
- Subject Matter Expert (SME) in all aspects of support and is sought after to assist in resolving difficult issues
- Create training material to assist junior employees
- Use superior written and oral communication skills to provide clear and concise instructions to technical and non-technical personnel
- Provide customer centric support, utilizing basic problem-solving skill to approach and resolve difficult and routine issues
- Responsible for the cost-effective use of resources to accomplish team assigned outcomes
- Complete all assigned duties on time and at a high degree of quality and accuracy
- Develop and recommends improvements to immediate supervisor, and documents data analytic practices and policies
- Proficient in all applications in the Microsoft Office 365 Suite, which includes Word, Excel, PowerPoint, OneNote and Outlook
- Familiar with VBA Applications including VBMS, SHARE, CSUM, CSEM, CAPRI and VATAS
- Communicate with VSR, RVSR and other employees who work for the Veterans Benefit Administration and the Veteran Health Administration
- Provide excellent technical support to approximately 200 National Call Center users and over 200 Veteran Benefit Administration (VBA) personnel
- This includes remote, in person and out based users
- Managing large service tickets queue by prioritizing, resolving issues, documenting solution and following up with affected end users in a timely manner
- Support and maintain Windows 10 laptops, workstations, printers, scanners and network equipment.
IT Specialist
Department of Veterans Affairs, Pittsburg Regional Office
Pittsburg , PA
2013.07 - 2015.06
- Prepared site for audit by making sure that all security, administrative and equipment management policies were implemented and properly documented
- Managed system security vulnerabilities and performed systems remediation
- Provided excellent computer support first time around with limited re-occurrence
- Build and maintained a wall-to-wall inventory database of over 1000 pieces of equipment
- Repaired and maintained personal computers, printers and scanners
- Installed and configured network equipment which included network switches and wireless controllers
- Worked day to day with minimum supervision as the only IT personnel on site
- Migrated all site computers from Microsoft Windows 7 to Microsoft Windows 10
- Supported a large range of applications to include Microsoft Word, Outlook, PowerPoint, SharePoint, Teams, Adobe Acrobat, Tableau and VBA legacy applications (Share, BDN, FAS, MAPD, PCGL, Pies and VACOLs)
- Managed 2 interns, assigning daily workload and special assignments
- Managed many projects to completion simultaneously
- Demonstrating persistence and acute time management skills.
IT Specialist
Department of Veterans Affairs, St Paul Regional Office
St Paul , MN
2010.12 - 2013.06
- Functioned as a member of the Network Support Center (NSC), working on the development, implementation and management of the information technology processing systems
- Maintained workstations, installed software, answered helpdesk inquires and repaired computer equipment
- Developed professional, positive and helpful relationships with internal/external customers
- Effectively communicated with individuals or groups considering the audience and nature of the information (technical, sensitive or controversial), making clear and concise presentations.
Work Study
Department of Veterans Affairs, Atlanta Regional Office
Atlanta , GA
1994.08 - 1997.09
- Evaluate and sort forms based on user claim number
- Knowledgeable of mail and filing procedures
- Performed data entry and other administrative functions
- Explanation of benefits and programs offered by the VA.
Education
Master of Science in Administration -
Central Michigan University
Bachelor of Science in Computer Information Systems -
DeVry University
Skills
- Application support
- Debugging
- Technical issue analysis
- Technical reporting
- Application installations
- Business Intelligence
- Quality Assurance Testing
- Project Implementation
- Quality Assurance
- Troubleshooting
- Needs Assessment
- Network Administration
- Troubleshooting and diagnostics
- Technical Documentation
- Information Security
- System Upgrades
Timeline
IT Specialist
Department of Veterans Affairs, Cleveland Regional Office
2015.12 - Current
IT Specialist
Department of Veterans Affairs, Pittsburg Regional Office
2013.07 - 2015.06
IT Specialist
Department of Veterans Affairs, St Paul Regional Office
2010.12 - 2013.06
Work Study
Department of Veterans Affairs, Atlanta Regional Office
1994.08 - 1997.09
Master of Science in Administration -
Central Michigan University
Bachelor of Science in Computer Information Systems -
DeVry University
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