Pamela Marshall
IT Specialist
Prince George,VA
Summary
IT Specialist with a strong track record at DPTMS, recognized for resolving complex technical issues and enhancing network security. Expertise in vulnerability management and effective communication leads to exceptional customer service and successful system upgrades. Focused on driving results and optimizing IT operations for improved performance and user satisfaction.
Overview
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Certification
Work History
Range Branch IT Specialist
DPTMS
- Serves as Range Branch IT Specialist for the Director of Plans, Training, Mobilization & Security (DPTMS). Installs hardware and software, maintains network operations, and ensures that inquiries and problems concerning networks, computers, peripherals, and services are expeditiously resolved.
- Reviews and analyzes Information Assurance/Cybersecurity reports to effectively and efficiently remediate computer and network vulnerabilities.
- Researches and validates IT inventory data to ensure accurate financial planning, programming and scheduling of IT resources.
- Troubleshoots problems within the system's network and assists employees with day-to-day problems.
- Coordinates with the Network Enterprise Center on baseline IT services (i.e. computer imaging/O/S, network requirements/issues, telephone service, etc.).
- Participates in the IT equipment lifecycle replacement process, including the compilation/maintenance of equipment inventory data, distribution, setup and disposal of equipment.
- Identifies and determines problems and the corrective action to be taken in cases of hardware/software failure or in circumstances when prescribed procedures will not produce desired results.
- Resolve technical problems and answers queries by telephone, email, in person, and ticketing system (i.e., Remedy) in support of customer computer hardware, software, network, and telecommunications systems.
- Works with customers to test applications. Develops steps and procedures to ensure that all software is adequately tested to include functionality, access to pertinent information and that it reliably reflects the product of agency data repositories.
- While identifying, processing, and resolving incident request via the Ticketing System.
- Troubleshoot and resolve user/client standard application/configuration problems via telephone assistance call, remote control and at user locations.
- Resolve desktop mission application and E-Mail problems.
- Install, configure, and maintain (to include patching) desktop applicatio
- Configure standard Army application systems.
- Install, configure and maintain (to include patching) desktop Commercial off-the-shelf (COTS) and Government off-the-shelf (GOTS) authorized client application.
- Install, configure and maintain (to include patching) supported peripherals such as Multi-Function Devices (MFD), printers, scanners, external devices.
- Support System Administrators with testing of local client applications and security patches.
- Use the current and any future Enterprise Service Desk system to create, modify, update and resolve new or assigned customer support request incidents.
- Provide clearly and concisely communicated up-to-date technical information in response to telephone assistance calls, user requests, technical questions, or when attending meetings as a technical representative, to technical and non-technical users at all levels.
- Installed, configured and maintained various software applications on Windows systems.
- Provided technical support to internal and external customers.
- Supported users with their day-to-day computer related queries in a timely manner.
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration.
- Diagnosed issues through process of elimination by asking probing questions.
- Managed full life-cycle of information technology projects from scheduling to final reporting.
- Configured and tested new hardware and software.
- Handled customer complaints and escalated issues according to procedures.
- Conducted customer service recoveries using technical knowledge and business skills.
- Conferred with staff, users, and management to establish requirements for new systems or modifications.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
IT Specialist
Rapier Solutions
- Served as principal point of contact for resolving customer questions or problems concerning Information Technology (IT) (i.e., automation systems, software and/or hardware problems, password violations, resolving technical computer problems and malfunctions.)
- Provided technical support for users of computer software and hardware.
- Installed, tested, modified, analyzed and repaired computer hardware.
- Installed new software, versions and updates as well as adapts, configures and test computer software, hardware and/or user systems for effective integration of software systems.
- Replaced monitors, printers, memory chips and various software.
- Modified and reconfigured files.
- Configured and installed laptops for VPNs (Virtual Private Networks).
- Maintained up to date knowledge about product availability and services.
- Held liable for expressing information to individuals and/or groups effectively while considering the audience and the nature of the information orally presented; listened to others and responded appropriately.
- Applies security patches and updates to systems to meet DOD regulations and standards.
- Versatile and self-motivated team player; easily adapts to and performs well in different environments.
- Assists users in configuring standard and unique software packages to meet specific needs; integrates users software, hardware and systems memory requirements so users are able to use either most effectively and efficiently while ensuring work is compatible with other systems.
- Help in the assessment of end users justifications and requirements for obtaining new or additional IT capabilities in the form of hardware or software.
- Analyzes software system failures while maintaining knowledge of state-of-the-art IT hardware operations and interfaces, communication protocols, operating systems, software and communication capabilities.
- Met DOD regulations and standards by updating systems and applying security patches.
- Detects damaged/lost files, measure control system security responsible for applying Information Assurance Vulnerability Assessment (IAVA) security patches while devising recovery plans for system failure.
- Create and maintain user accounts and passwords on the domain to access domain resources; makes quick fixes to restore operations if system failure occurs.
- Analyzes, installs and configures applications; troubleshoots network problems, and monitors and evaluates system performance.
- Establishes operational databases, software configuration controls and system interfaces for computer system(s) assigned.
- Maintains file servers and network access; documents and analyzes system anomalies to ensure optimum equipment performance.
- Assists clients in articulating and defining their business requirements and assists in preparing the business case justification for technical investment decisions.
- Prepares systems for operational use and supports operational tests.
- Processed request for installation and removal / disposal of old equipment military equipment with proper documentation and request channels.
- Assisted in the development of scenarios that are unique to classroom training requirements, completes setup and configuration of systems, conducts testing, troubleshooting and modification of systems/applications as needed to support exercises using distributed or stand-alone military simulations and/or command and control systems.
- Troubleshot and tested both hardware and software to ensure minimal downtime of systems; modifies and addresses issues.
- Participates in special projects and performs additional duties as required to support customer requirements.
- Installed, tested, modified, troubleshot, and repaired computer hardware.
- Determined problems and resolve e.g., by replacing parts for modems, monitors, printers, memory chips, etc., sending out for repair, replacing software, or modifying files/configuration. All parts would be provided through the proper government channels.
Education
Associate of Science -
Centura College
Midlothian, VA06-2008
Skills
- Customer assistance
- Team management
- Hardware installation and testing
- Hardware repair and maintenance
- Vulnerability management
- Technical diagnostics
- Incident management
- Customer service
- Software configuration
- Network troubleshooting
- Effective communication
- Problem resolution
- User training
- Policy and Procedures
- Disaster recovery
- Software diagnosis
- System upgrades
- Microsoft certified solutions associate (MCSA) certificate
- Ticket management
- Software installation
- Network diagnostics
- Active listening
- Appointment scheduling
Certification
- Microsoft Certified Technology Specialist (MCTS)
- COMPTIA Security + CE
- Microsoft Certified Professional (MCP)
- GCSS Army
- GFEBS
References
Upon request
Awards
Civilian Merit Award
Timeline
Range Branch IT Specialist
DPTMS
IT Specialist
Rapier Solutions
Associate of Science -
Centura College