JaQuoixia Simon

As a contractor with Insight Global and a full-time employee for the City of Huntsville I perform analytical, technical, and administrative work in the planning and installation of new and existing PC systems in support of City of Huntsville administrators and public safety officers. This includes installation and configuration of software; setup and/or replacement of user workstations in offices and police vehicles (computers, monitors, cameras, DVRs, IP desk phones, printers, MDT docking stations, Getac docking stations, BWC docking stations); assisting users with accessing city of Huntsville network and email services via ethernet, wifi, or cellular connection; on-call, remote, and on-site troubleshooting; and user training. I assist public safety officers with new-vehicle IT setup.

As helpdesk manager, I was responsible for implementing and executing plans and communications from the Customer Service program manager and deputy program manager. I also provided feedback on IT requirements and needs for the site. I was the first point of contact for VIPs at the site. I served on the IT change management board as an auditor of IT infrastructure changes and documentation. I conducted trend analyses on tickets and work orders and reported metrics to the manager and deputy manager. I coordinated technicians’ work schedules and PTO requests to ensure adequate site coverage. I trained, mentored, and assisted junior technicians; and provided junior technicians professional acknowledgement of job performance.

Under indirect supervision, I performed analytical, technical, and administrative work in the planning and installation of new and existing PC systems in support of Program Executive Office Aviation (PEO/AVN) missions worldwide. I collaborated with team members in the creation of guides, instructions, fixes, and Knowledge Base articles for the organization. I used my technical knowledge to determine the complexity of issues for escalation to other workgroups.

Highlights: I coordinated the Apache contracting department’s laptop upgrade from receiving to distribution; assisted with the PTC software log4j vulnerability cleanup; assisted Boeing IT in the development of an interactive electronic technical manual (IETM) platform; I manually created user and security group accounts in active directory or the active directory administrative console; I completed weekly hardware inventory management; I was responsible for imaging, reimaging, and wiping devices per DoD standards; I added/removed devices to the domain; I assisted users with the Office 2016 upgrade and O365 migration; I managed virtual user accounts; I performed troubleshooting on virtual session; I assisted with port activations and configurations.

Under minimal supervision, I provided on-call and remote IT support in support of global Missile Defense Agency (MDA)

missions. I was responsible for running scripts that created or deleted user accounts, security groups, and distribution groups in the MDA active directory. I managed permissions on security groups, distribution groups, and user accounts in active directory. I also created or deleted user accounts and dynamic distribution groups in the MDA email exchange server. I served as the liaison between users/sites affected by outages and the MDA network operations center (NOC). I was responsible for alerting department heads of outages that occurred during my shift.

Under the supervision of the QA manager I lead a team of QA technicians in ensuring adherence to customer quality specifications and regulatory compliance. I provided guidance and support for junior team members to help them excel in their roles and contribute effectively to the company.

In these roles I ensured compliance with regulatory requirements through meticulous record keeping and documentation practices. I coordinated cross-functional teams to address food safety concerns and implement corrective actions swiftly. I investigated incidents, determining root causes and implementing corrective actions. I provided comprehensive training on HACCP principles to all employees on all shifts, fostering a culture of food safety awareness. I reviewed laboratory results diligently for early detection of potential microbiological issues or deviations from established specifications. I boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions. I served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction. I promoted a positive work environment by fostering open communication, recognizing individual achievements, and supporting teamwork within the Quality Assurance department. I collaborated with development team and reviewed technical specifications to create testing programs. I led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance. I maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements. I oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.