Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly A. Maloney

Summary

  • Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
  • 20+ years of professional experience in supporting and analyzing Information Systems in various IT Support roles such as IT Support Engineer, Field Service Technician, Help Desk, Information Security Analyst, System Administrator, End User training, Technical & End User Documentation Creation
  • Information Specialist experienced in managing data for employers and clients and distributing information across organization. Analyzes data, supports security, organizes and classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, documentation, reporting, customer service and process improvement.
  • Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
  • Experienced Customer Service Representative with 20 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.

Overview

24
24
years of professional experience

Work History

Amazon DSP Delivery Driver

Excelerate, LLC.
10.2023 - 02.2024
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Completed rush deliveries on tight timetables to satisfy customer needs
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Delivered packages to customer doorsteps and business offices.
  • Followed corporate procedures to maintain company and customer data confidentiality.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.

Equestrian Facility Manager

KOBRA Stables
10.2020 - 11.2023
  • Daily Management of Horse Care and Feed Regime
  • Bookkeeping and data entry of all stable accounts
  • Facility Operations including ordering supplies and feed as necessary
  • Provide Customer Service to all horse owners and public
  • Advertising stable and services to local community on Social Media and Email
  • Use of various tractors, implements and farm equipment and tools for daily operations
  • Followed comprehensive nutrition plan to optimize performance and meet dietary goals.
  • Determined areas in need of improvement and optimized strategies to strengthen performance.
  • Adapted quickly to changing game plans and strategies.
  • Tracked and documented operational and financial records to perform analysis of performance and costs.
  • Conducted inspections of facility grounds, external structure, systems and equipment.
  • Maintained inventory and ordered supplies to keep facility resources readily available.
  • Coordinated with vendors and contractors to arrange services and repairs to be completed on time and to desired quality levels.
  • Handled tenant relations by addressing complaints and concerns quickly to promote facility satisfaction.

Information Security Analyst

Oregon Department of Transportation
10.2012 - 03.2017
  • Account administration including checking file permissions, account access, in Active Directory, Exchange 2010, MoveIT secure fileshare Administration and Mainframe Administrator
  • SSL VPN account creation and RSA Token administration and troubleshooting
  • Provide Customer service to both internal and external customers located throughout the state
  • Provide 2nd and 3rd level support to the ODOT and DMV Support Desks as well as FSU Technicians
  • Use of Hyena, AD, Security Explorer and other tools to create and maintain share folder permissions
  • Use of Active Directory, Hyena and other administration tools to troubleshoot user access to applications, servers, and mainframe systems
  • Daily support functions related to securing and protecting ODOT's digital information, user accounts, computer data and network resources.

Field Service Technician

Oregon Department of Transportation
04.2008 - 09.2012
  • Worked in the ICARe roll in FSU evaluating software for use within ODOT Standards
  • Evaluate software and create document installation instructions for all of FSU
  • Provide IT support on desktop computers, laptops, projectors, various communication devices and peripherals in person and remotely
  • Provide Customer service to internal customers such as FSU techs, TAD, MCAD, and EAST team and external customers located throughout the state
  • FSU tech IT Support Engineer supporting end users in business units in T-Bldg, TAD, Mill Creek, SRP, MPB, and filling in out in the Regions
  • Provide technical support for various mobile devices
  • Build and deploy computer systems including load of OS, COTS software such as MS Office, XP, Win7, and specialized software such as ArcGIS, TAD developed apps, Microstation, InRoads, Leica
  • Provide maintenance, installation and configuration of network and workstation hardware and software
  • Use of Active Directory, Hyena and other administration tools to troubleshoot user access to applications, servers, and mainframe systems
  • Diagnose computer and peripheral hardware issues and initiate RMA or trouble calls to vendors
  • Provide technical consultation to managers and various staff on hardware and software options to fit their needs in T-Bldg, Mill Creek and other areas.

Field Service Technician

Oregon Department of Transportation
11.2009 - 07.2010
  • Rotational/Developmental Position
  • Provided 2nd and 3rd level support to FSU technicians and Computer Support Desk staff
  • Evaluated new hardware such as the Panasonic CF-19, Dell Optiplex 780 & 790, Dell Latitude Laptops and XFR laptops for use in the ODOT environment
  • Created and maintained hardware documentation on FSUWeb
  • Provided technical Customer service users on desktop computers, laptops and peripherals
  • Worked on the ODOT XP Model 5.3 changes and created hardware specific hardware models from CTL, Panasonic, and Dell
  • Provided maintenance, installation and configuration of network and workstation hardware and software
  • Diagnose computer and peripheral hardware issues and coordinated with vendors for trouble calls or RMA requests
  • Advise customers on hardware and software options to fit their needs.

Technical Support Technician

Holiday Retirement Corp
05.2006 - 11.2007
  • Provided customer service to all levels of users from clerical to executive staff
  • Configured and installed computers to be used by corporate office personnel and remote users
  • Troubleshot LAN connectivity problems and hardware issues
  • Installed hardware, operating system software, and application software on workstations at the Home Office and Remote Sites throughout the US
  • Compiled user documentation and created User Training Guides for a major system upgrade
  • Supported users with word processing, spreadsheet, database and presentation software
  • Provided technical support for hand held devices such as Blackberry's and Pocket PC's
  • Provided user support on desktop computers and peripherals
  • Maintained hardware upgrades and provided troubleshooting and software support on network workstations
  • Monitored network systems and notified appropriate technical support personnel of system problems
  • Configuration and troubleshooting of Lotus Notes
  • Interfaced with LAN administration to create and maintain current user accounts
  • Installed workstations and software, and performed diagnostics on workstation peripherals
  • As the Build Tech coordinated implementation of new hardware and software
  • Researched and resolved problems on workstations and LAN, including IP resolution, cabling problems, and peripheral malfunctions
  • Provided maintenance, installation and configuration of network and workstation hardware and software
  • Provided technical assistance to staff, assisting with network access, printing, and application software operation
  • Use of Active Directory for account administration duties
  • Use of IBM Iseries application to monitor AS400 and basic account and application troubleshooting and administration.

Help Desk Technician

Providence Health Systems
04.2003 - 09.2005
  • Troubleshooting of PCs, PDA's, Laptops, Printers, and network connectivity and application issues by phone, email, and Remote control of PCs to diagnose problems, train users, install applications
  • Account administration including checking file permissions, account access, and password resets in Active Directory, Novell, Unix, Mainframe and multiple applications
  • Assist physicians, nurses, and administrative staff with computer issues such as network, applications, and hardware
  • Train users on application usage such as Microsoft Word, Excel, Outlook, etc
  • File restores using NetBackup and Tivoli applications
  • RSA Securid token administration for physician³ and other staff including resetting tokens, walking users thru remote login steps such as selecting PIN, login, client download, and accessing applications
  • Support of users connecting to network via remote access such as RAS, VPN client, and RSA Securid token connection to secure sites
  • Participant in interviewing and training of new Help Desk Technicians and creation of training documentation for Help Desk
  • Support of Citrix applications in Citrix Terminal Server environment, client install, setup & troubleshooting connections wit Citrix Management Console.

Help Desk Technician

Comsys, Providence Health System
07.2002 - 04.2003
  • Help desk support in a call center environment to assist in diagnosing user and PC equipment problems by phone and email
  • Triage and troubleshooting of Healthcare applications used for administration, patient care, and hospital financial services
  • Assist physicians, nurses, and administrative staff with computer issues such as network, applications, and hardware
  • Use and moderate knowledge of Unix Commands for support of end users and applications

Business Control Representative

CDI Telecom @ Verizon
09.2001 - 03.2002
  • Customer service taking incoming telecommunications repair calls and dispatch
  • Monitor and track Switch activity for the State of Oregon's telecommunications network
  • Basic switch programming to change call groups, check phone lines, setup phone numbers and verify phone connectivity
  • Programming and setup of new voicemail boxes in switch and voicemail application.

Information Specialist

Industrial Design Corp
10.2000 - 04.2001
  • Network/Desktop support including software and hardware issues
  • Key participant in Outlook 2000 rollout project including implementation and training phases
  • Create Technical documentation and train end users on software and hardware usage
  • Provide Customer service to end users and vendors in person, by phone and email
  • Use and moderate knowledge of Unix Commands for support of end users and applications

Information Specialist

Hall Kinion @ ODS Health Plans
12.1999 - 08.2000
  • Provide 2nd level Desktop Support of hardware and software for 700+ users
  • Primary hardware technician for IT Department including new PC equipment installs, upgrades and repairs
  • Training end-users in use of business applications, Terminal emulators, and MS Office
  • PC and Laptop configurations, repairs, and upgrades and maintenance of workstation imaging system
  • Customer Service and support to users and vendors via phone, personal contact and email
  • Network setup and troubleshooting including checking hardware (NIC, cables, switches, and hubs.)
  • Moderate use of Unix support and use of Unix for end user support functions

Education

Transfer - General Studies

Chemeketa Community College
Salem, OR
2001

Cisco ICND 1 And 2 Training Class - CISCO Networking

Chemeketa Community College
Salem, OR
2008

Linux Fundamentals Training Class - Linux

Chemeketa Community College
Salem, OR
2009

Microsoft Course 2433B - VB Scripting & MS Windows Script Host Essentials

New Horizons Career Center
Beaverton, OR
2010

Planning & Managing Window 7 Desktop Deployment - Microsoft Course 6294A

New Horizons Career Center
Beaverton, OR
2010

Group Policy Essentials -

Moskowitz, Inc, & GPAnswers.com
Seattle, WA
2010

Advanced Group Policy -

Moskowitz, Inc & GPAnswers.com
Salem, OR
2012

SANS SEC401 Security Essentials Bootcamp -

The SANS Technology Institute
San Diego, CA
2013

Skills

  • Business Development Understanding
  • Report Preparation
  • Risk Mitigation
  • Preventative Maintenance
  • Confidential Data Protection
  • Training Junior Team Members
  • Customer Satisfaction
  • Continuity Monitoring
  • Resource Allocation
  • Information Auditing
  • Business Application Review
  • Data Encryption
  • Procedure Documentation
  • Monitoring Computer Viruses
  • Customer Education
  • Service Ticket Tracking
  • Software and Hardware Assistance
  • Technical Presentations
  • Computer System Diagnostics Software
  • Technical Support
  • Network Administration
  • Excellent Interpersonal Skills
  • Software Licenses and Patches
  • Testing and Quality Assurance
  • Workstation Maintenance
  • Set Up Applications
  • Task Prioritization
  • Confidential Data Management

Timeline

Amazon DSP Delivery Driver

Excelerate, LLC.
10.2023 - 02.2024

Equestrian Facility Manager

KOBRA Stables
10.2020 - 11.2023

Information Security Analyst

Oregon Department of Transportation
10.2012 - 03.2017

Field Service Technician

Oregon Department of Transportation
11.2009 - 07.2010

Field Service Technician

Oregon Department of Transportation
04.2008 - 09.2012

Technical Support Technician

Holiday Retirement Corp
05.2006 - 11.2007

Help Desk Technician

Providence Health Systems
04.2003 - 09.2005

Help Desk Technician

Comsys, Providence Health System
07.2002 - 04.2003

Business Control Representative

CDI Telecom @ Verizon
09.2001 - 03.2002

Information Specialist

Industrial Design Corp
10.2000 - 04.2001

Information Specialist

Hall Kinion @ ODS Health Plans
12.1999 - 08.2000

Transfer - General Studies

Chemeketa Community College

Cisco ICND 1 And 2 Training Class - CISCO Networking

Chemeketa Community College

Linux Fundamentals Training Class - Linux

Chemeketa Community College

Microsoft Course 2433B - VB Scripting & MS Windows Script Host Essentials

New Horizons Career Center

Planning & Managing Window 7 Desktop Deployment - Microsoft Course 6294A

New Horizons Career Center

Group Policy Essentials -

Moskowitz, Inc, & GPAnswers.com

Advanced Group Policy -

Moskowitz, Inc & GPAnswers.com

SANS SEC401 Security Essentials Bootcamp -

The SANS Technology Institute

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Kimberly A. Maloney