LEOLA FARMER
Alexandria,VA
Summary
Dynamic IT Support Specialist with extensive experience at Siemens Government Technologies, adept at resolving complex hardware and software issues. Proficient in Active Directory and Fresh Service Help Desk systems, I excel in delivering exceptional user support while fostering strong communication skills to enhance team collaboration and service efficiency.
Overview
16
16
years of professional experience
Work History
Help Desk Specialist
DEVIS, INC.
Rosslyn, VA
04.2020 - Current
- Company Overview: (PRM/Refugee Processing Center - Department of State)
- Provides timely responses and resolutions to e-mails and phone support requests regarding IT related and application functionality issues
- Utilizes Track-it and ServiceNow ticketing system to document, track, monitor and resolve incoming requests and reported issues
- Follows and adheres to Help Desk standards and practices as indicated in the Standard Operating Procedures (SOPs) and Help Desk best practices to help maintain consistent quality service
- Effectively documents, troubleshoot and tracks inquiries or issues being received to the Help Desk in order to meet or exceed the team or contract Service Level Agreement (SLAs)
- Reviews application detailed designs for first level analysis of issue reported by the end user and thrives to resolve the issue on first level and escalates and/or triage issues to the appropriate team for further analysis and resolution as required
- Utilizes configuration management tool to write software change requests for suggested enhancements to the application and create, edit and update technical documents for Help Desk Manager and PMO approval as requested
- Performs internal and external user account administration using Microsoft Active Directory and maintains current knowledge of relevant technology as assigned to enhance support capabilities
- (PRM/Refugee Processing Center - Department of State)
Help Desk Analyst/Information Technology Specialist
SIEMENS GOVERNMENT TECHNOLOGIES
Crystal City, VA
04.2018 - 04.2020
- I provide user support in resolving software and hardware problems encountered by users remotely and in person, resolves problems and/or determines appropriate action(s) for resolution
- Setup profiles, setup home networks and printers for users; use active directory to change and reset passwords and verified internet access for users
- Used OKTA 2FA to unlock users accounts
- Install, troubleshoot, repair, operate and maintain computers, workstations, laptops, printers, scanners and any other equipment within the scope of this task and monitor network servers and connections; setup telephones, iPhones and Mifis for the users and the office using MaaS360 iPhone support
- Provide assistance in setting up Video Teleconference (VTC) and troubleshooting issues with connectivity, volume and other technical issues when needed for meetings
- Extensive experience with troubleshooting Microsoft OS, Active Directory, Microsoft Office suite
- Use Fresh Service Help Desk systems to track all service tickets for users’ request
IT Support Specialist
ALEXANDRIA CITY PUBLIC SCHOOLS (ACPS)
Alexandria, VA
04.2016 - 04.2018
- I provide user support in resolving software and hardware problems encountered by approximately 300 - 400 district employees and students, resolves problems and/or determines appropriate action(s) for resolution; conducts application training; and installs program upgrades and service releases and provide technical assistant to students doing state testing
- Setup and deploy Windows 7 computers to Windows 10 for approximately 100+ users
- Setup profiles, internet access, passwords, install/update software for new users, transfer data, install/configure printers and use Ghost Imaging to image all laptops and desktop computers
- Assist approximately 300 - 400 users with computer hardware and/or software applications to provide immediate problem resolution and/or referral for resolution; diagnoses hardware and/or software malfunctions for smartboards, videoconference equipment and document cameras; installs hardware and software products on a variety of hardware platforms to provide updated enhanced and/or upgraded computer capabilities; maintains records (e.g
- Email users identification, security access, licenses, contracts, hardware specifications, vendor lists, help desk log, work order system, etc.) to provide audit trails, control mechanisms and document department activities
- Prepares documentation to provide written support and/or convey information; researches hardware and software applications and recommends standardized equipment and applications in accordance with the district's technology goals; perform service-related site visits to all ACPS properties; schedule activities and gather and/or collate data
Administrative Assistant, International Student Office
NORTHERN VIRGINIA COMMUNITY COLLEGE
Alexandria, VA
12.2010 - 04.2016
- Related knowledge of policies and procedures for the Veterans and International Affairs Office to current and prospective students and the Virginia Community College System (VCCS)
- Provide accurate information and document assistance to students that utilize the services offered by the International Student Office making appropriate referrals to other departments
- Coordinated and directed International Students in the preparation of their documents (i.e., Visas, I-94s, I-20s and Passports) for registering and attending classes; provided investigative reports for Special Agents for students or former students that are seeking federal employment in a confidential manner
- Maintained an international student database and manage the correspondence that comes into and out of the office
- Participate in the planning of campus visits, draft meeting notes and the coordinating and completion of Dean of Students Reports and Transfer College Application for students
Office Administrative Specialist, Office of the Provost
NORTHERN VIRGINIA COMMUNITY COLLEGE
Alexandria, VA
07.2009 - 12.2010
- Contributed high-level administrative support to the provost of the campus; alleviated conflicts using personal judgements and following established college policies/procedures
- Hired and supervised 15 -20 work study students by identifying placement throughout various offices on the campus; reconciled and consolidated the campus budget; maintained and updated the administrative files, attended meetings, drafted minutes, received distribution of incoming and outgoing mail, and responded to internal requests for information in a timely manner
Education
Coursework - Amazon Web Service
Northern Virginia Community College
Alexandria, VA01.2022
MS - Cybersecurity
Liberty University
Lynchburg, VA12.2016
BS - Information Systems Technology, Information Systems Security
Regent University
Virginia Beach, VA12.2013
AS - Information Technology
Northern Virginia Community College
Alexandria, VA05.2011
Skills
- Commercial off The Shelf (COTS)
- Active Directory
- Remedy
- Virus Scanning and Prevention
- Windows 7/10/11
- Office 365
- Backup and Data Recovery
- Vulnerability Scanning
- Novell Ghost Imaging
- Symantec\McAfee Help Desk Suite
- HP Open View Ticketing System
- Video Teleconference (VTC)
- Computer Configuration
- IPads and Chrome books configuration
- Hardware and Software Installation
- HP Scanners and Printers configuration
- Oracle
- TCP/IP
- LAN/WAN
- SMTP
- VPN
- IBM BigFix
- Ethernet
- Wireless Router setup
- Sophos Safeguard
- Maximo Help Desk System
- JIRA
- Confluence
- Fresh Service Help Desk System
- ServiceNow Ticketing System
- Google Docs
- MaaS360 Apple phone support
- Global Protect remote access
- RSA Authentication Manager
- OKTA 2FA
Affiliations
- Phi Theta Kappa Honor Society, Member, Advisor/Alumni, 2008 - Present
- Northern Virginia Community College, Cum Laude Honor Graduate, 2011
Clearance
Secret Clearance, Department of Defense, 2018
Certifications Awards
- Notary Public, Commonwealth of Virginia
- Outstanding Student Support Award, NVCC, 2015
Timeline
Help Desk Specialist
DEVIS, INC.
04.2020 - Current
Help Desk Analyst/Information Technology Specialist
SIEMENS GOVERNMENT TECHNOLOGIES
04.2018 - 04.2020
IT Support Specialist
ALEXANDRIA CITY PUBLIC SCHOOLS (ACPS)
04.2016 - 04.2018
Administrative Assistant, International Student Office
NORTHERN VIRGINIA COMMUNITY COLLEGE
12.2010 - 04.2016
Office Administrative Specialist, Office of the Provost
NORTHERN VIRGINIA COMMUNITY COLLEGE
07.2009 - 12.2010
Coursework - Amazon Web Service
Northern Virginia Community College
MS - Cybersecurity
Liberty University
BS - Information Systems Technology, Information Systems Security
Regent University
AS - Information Technology
Northern Virginia Community College
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