Summary
Overview
Work History
Education
Skills
Timeline
Generic

REBECCA MALONEY

Hobe Sound,Florida

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

2026
2026
years of professional experience

Work History

Service Desk Specialist

JUPITER, TOWN OF
12.2006 - Current
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Work in a team-oriented, collaborative environment
  • Conduct research on computer products in support of PC and/or software procurement efforts
  • Evaluate and recommend hardware, software and/or training products for purchase
  • Recommend, schedule, and perform PC, hardware and peripheral equipment installations, improvements, upgrades, and repairs
  • Field incoming service requests from end users in a courteous manner over the past 18 year over thousands of cases
  • Collect information about problems and lead user through diagnostic procedures
  • Conduct research and root cause analysis into a wide range of service desk incidents and problems
  • Create and deploy PC images to comply with the current standard build
  • Document all information, and nature of problem or issue utilizing appropriate service desk software and tools
  • Prioritize and schedule tasks in a high-pressure environment
  • Ability to communicate any problems or issues, facilitate and track through an escalation process
  • Record, track, and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform hands-on fixes on specific server-side applications
  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
  • Install and maintain desktop security software including anti-virus, anti-malware, and intrusion prevention software
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
  • Perform post-resolution follow-ups to help requests
  • Perform and maintain hardware and software inventory of end user systems
  • Perform network printing infrastructure installation, maintenance and troubleshooting
  • Perform end-user support and problem resolution utilizing remote desktop software.
  • Analyzed recurring incidents to identify trends and recommend preventive measures.
  • Developed comprehensive documentation for troubleshooting procedures, enhancing team efficiency.
  • Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
  • Improved customer satisfaction by efficiently addressing and resolving service desk tickets.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Business Application Specialist Police Department

Town of Jupiter
12.2006 - 06.2012
  • Provides troubleshooting, diagnosis and problem resolution of client/server business applications
  • HTE Computer Aided Dispatch CAD6, Field Incident Reporting, Mobile Data Browser, QREP Web Reporting Message Switch Applications and CRIMES Records Management
  • Responds to departmental requests for new or modified business applications that may involve analyzing application software and computer hardware requirements
  • Identifies and provides recommendations to improve efficiency and productivity of business processes
  • Provides technical support, training and assistance to users in the proper operation of assigned computers and application software
  • Performs system administration tasks including maintaining user security and monitoring the working conditions of software
  • Perform general-preventive maintenance including installation of software upgrades and fixes on client/server applications
  • Provides assistance to users in designing queries and reports using report writing software; creating reports by analyzing, organizing and calculating software application data
  • Serves as a liaison between systems and third party vendors; communications with sales and tech support reps regarding assigned system purchases, warranties, maintenance, repairs and problem resolution
  • Maintain current knowledge of technology trends and innovations; attend and participate in related committees and seminars; read professional manuals and publications to increase knowledge; participate in continuing education activities and on-line training
  • Provide in-put into development of departmental goals, objectives and budget
  • Communicate with supervisor, employees, and other department, town officials, users, vendors, manufacturer reps, the public, outside organizations, and other individuals as needed to coordinate work activities, exchange information, and resolve problems.

Network Administration

Coastline Distribution now Baker Distribution
2005 - 04.2006
  • Lead technical support for 200 plus end users in 23 locations across 7 states
  • Provide Enterprise support & training to end users
  • Resolve network connectivity issues Windows 98/2000/XP
  • Workstation support for Coastline Corp & service centers
  • System OS & software installs and troubleshooting
  • System hardware installs upgrades and troubleshooting
  • Virus detection and remediation/ Spy ware detection and remediation
  • Third party application troubleshooting
  • AS400 troubleshooting
  • Maintain the Lotus Notes / Domino R5 and 6.5 environments which include the administration, functionality and end-user support of Lotus Notes on a Windows platform
  • Blackberry support with integration to Lotus Notes/BES
  • Managed, administered and supported the Blackberry Enterprise Server in a Lotus Domino environment
  • Configured and tested the existing non-functioning blackberry devices for Corp
  • Troubleshoot common blackberry mail routing problems with support from IBM
  • Research cost of repairs or replacement of computers and peripherals with third party vendors
  • On Project Team with CIO of Coastline and Baker's IT staff in preparation for a company merge
  • Coordinate and co-manage the upcoming IT infrastructure standardization in compliance with Sarbanes-Oxley
  • Execute seamless migration of 200 + workstations from Windows 98 to Windows XP in 6 months with minimal business disruption
  • Document policies and procedures for common fixes and installations
  • Create and maintain Active Directory accounts
  • Reconcile workstation - peripheral inventory
  • Earned a reputation for quickly responding to technical problems while prioritizing user requests and rapidly resolving complex issues
  • Ensure the needs of the users and the organization are met, reducing frustration and minimizing business disruptions
  • Described by CEO of Coastline, as a self starter with a take charge initiative, able to diagnose and solve problems though to the solution.
  • Assisted in network administration tasks, maintaining a stable and secure infrastructure for optimal connectivity.

Technical Support Analyst

Volt Services Group
07.2001 - 06.2004
  • Provide highly responsive 1st & 2nd tier support in a 7x24 hour environment, for 15,000 + end users nationwide and internationally for Rockwell Automation's Helpdesk
  • Windows and Mac OS
  • Involved in the migration from NDS to Active Directory & Windows 2000
  • Involved 1100 servers in 52 countries with 2000 custom applications and over 1000 3rd party applications
  • Lotus Notes Client 4.6-5x troubleshooting
  • LAN-WAN-TCP/IP troubleshooting
  • Resolve password issues on Oracle 7, Mainframe, AS400, Lotus Notes, Windows 2000 Active Directory and Secure Id-Secure ACE/Server
  • Checkpoints VPN account administration, client installation and application training
  • Palm and PDA lead support - develop and organize training of 20 + techs
  • Maintain current knowledge of mobile technology
  • Create technical training & knowledge base documentation
  • Proven success as a technical analyst with project management, strong interpersonal, organizational and strong customer focus
  • Manage a frequently changing workload, work independently and in a team setting with other agents and technical specialists
  • 3 years experience assisting end-users with installation, upgrading, monitoring, and troubleshooting of desktop and laptop computer hardware
  • Good problem-solving abilities and excellent communication skills
  • Enjoy working in a fast-paced environment and have done so for a diverse group of end-users from North America, Asia Pacific, and Latin America.

Quality Assurance Analyst

Ernst & Young Global Services LLP
10.2000 - 03.2001
  • Worked with UNIX administrators for password resets, account creation, update & deletions on the Automated Warehouse control system (AWCS)
  • Served as liaison between customer and software designers; resolving problems
  • Database administration (SQL V7.0 on Oracle 8.0): update, delete, create and insert fields and tables in system
  • Analyze application logs and source code
  • Provided support for 250 + sales reps in 10 Western states.
  • Analyzed test results and provided actionable insights for continuous improvement of product quality.

Computer Technical Specialist

SHERWIN-WILLIAMS OHIO LLC
07.1994 - 06.1998
  • Worked with UNIX administrators for password resets, account creation, update & deletions on the Automated Warehouse control system (AWCS)
  • Served as liaison between customer and software designers; resolving problems
  • Database administration (SQL V7.0 on Oracle 8.0): update, delete, create and insert fields and tables in system
  • Analyze application logs and source code
  • Provided support for 250 + sales reps in 10 Western states.

Education

BBA - Management Information Systems, General

Cleveland State University
Cleveland, OH
01.2000

Skills

Technical Support

Office 365

Microsoft Azure

Office 365

Powershell

Maintain Active Directory and implement group policies

  • Recommend, schedule, and perform workstation software upgrades and installations
  • Identify and resolve network connectivity issues
  • Keep images up to date, review updates, and apply them as needed
  • Utilize PDQ for deploying software and patches in the IT environment
  • Data recovery and file restores on
  • Troubleshoot network problems related to everyday end-user support
  • Analyze trends and root causes of recurring issues to develop effective solutions
  • Use diagnostic utilities to aid in troubleshooting

Software and Hardware Installation

  • Assist in installing standard and specialty software, operating systems, and hardware for all townhall departments, including the police department

Employee Onboarding/Offboarding

  • Manage user account and technology setup for new employees
  • Ensure new employees have necessary technology tools such as computers, phones, and technical assistance

Evaluation and Procurement

  • Conduct research on computer hardware and software products for purchase
  • Provide quotes for hardware and software purchases

Specialized Support

  • Perform backup technology deployment and support tasks within the Police Department
  • Support Audio/Visual and conference rooms, hardware, phone, projector, and conference equipment

Task Management

  • Prioritize and schedule tasks in a high-pressure environment
  • Escalate problems to appropriately experienced technicians when required

Learning and Certification

  • Identify and learn appropriate software and hardware, including enterprise systems used by the organization
  • Obtain certifications as required CIS for Police Department

Preventative Maintenance

  • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, configuring systems and applications
  • Perform preventative maintenance on laptops, workstations, printers, and peripherals

Inventory and System Administration

  • Maintain hardware and software inventory of all end-user systems

Training and Support

  • Cross-train service desk staff for using, troubleshooting, and resolving problems with specific hardware and software systems

Vendor Management

  • Work with hardware, software, and system vendors for product support

Emergency Response

  • Perform as a Duty Designation "B" worker, working before, during, and/or after a hurricane or other emergency events

Requirements

Education and Certification

  • High school diploma or equivalent
  • Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field (preferred)

Technical Skills

  • Proficiency in Windows operating systems
  • Knowledge of hardware components, including desktops, laptops, printers, and mobile devices
  • Experience with software installation, configuration, and troubleshooting
  • Familiarity with networking concepts, including LAN/WAN, TCP/IP, DNS, and DHCP
  • Understanding of remote desktop tools and techniques

Experience

  • Previous experience in a desktop support or helpdesk role
  • Government IT environment experience
  • Experience with Help Desk systems
  • Hands-on experience with system imaging, deployment, and Windows patch management

Problem-Solving Skills

  • Strong analytical and problem-solving abilities
  • Ability to diagnose and resolve technical issues efficiently
  • Capability to handle multiple tasks and prioritize work effectively

Customer Service Skills

  • Excellent communication and interpersonal skills
  • Ability to interact with users in a courteous and professional manner
  • Strong customer service orientation and the ability to handle challenging situations

Documentation Skills

  • Proficient in documenting technical issues and resolutions
  • Ability to maintain accurate records of equipment inventory and maintenance

Team Collaboration

  • Ability to work effectively in a team-oriented, collaborative environment
  • Willingness to share knowledge and assist colleagues with technical issues

Self-Motivation and Independence

  • Highly self-motivated and capable of working independently with minimal supervision
  • Strong organizational skills and attention to detail

Physical Requirements

  • Ability to lift and transport moderately heavy objects, such as computers and peripherals
  • Capability to perform tasks requiring physical exertion, such as crawling under desks

Additional Requirements

  • Willingness to work occasional on-call hours or travel between office locations
  • Ability to stay updated on the latest technology trends and best practices in desktop support

Technical Skills

Operating Systems

  • Windows:
  • Proficiency in installation, configuration, and troubleshooting of various Windows operating systems (Windows 10, Windows 11, etc)
  • Experience with Active Directory

Hardware

  • Desktop and Laptop:
  • In-depth knowledge of desktop and laptop hardware components (CPUs, RAM, HDDs, SSDs, GPUs, etc)
  • Experience in assembling, upgrading, and repairing computer hardware
  • Printers and Peripherals:
  • Setup, configuration, and troubleshooting of printers, scanners, and other peripherals
  • Mobile Devices:
  • Support for iOS, including software configuration and troubleshooting

Software

  • Installation and Configuration:
  • Proficiency in installing and configuring a wide range of standard and specialty software applications
  • Experience with enterprise software applications and tools
  • Troubleshooting:
  • Strong ability to troubleshoot and resolve software issues, including crashes, errors, and performance problems

Networking

  • Basic understanding of fundamental networking concepts (LAN/WAN, TCP/IP, DNS, DHCP)
  • Basic knowledge of network hardware, such as routers, switches, and access points
  • Wireless Networks:
  • Basic understanding in setting up and troubleshooting wireless networks
  • Remote Access:
  • Basic understanding in troubleshooting VPNs and other remote access solutions

Tools and Utilities

  • Remote Desktop:
  • Experience with remote desktop tools and techniques (Zoom, Avaya, RDP, etc)
  • System Imaging:
  • Knowledge of system imaging and deployment tools (Symantec Ghost, Clonezilla, HD Clone, Microsoft Deployment Toolkit, etc)
  • Patch Management:
  • Familiarity with patch management tools (PDQ Deploy, etc)
  • Diagnostic Tools:
  • Proficiency with diagnostic utilities to troubleshoot hardware and software issues (Windirstat, HWinfo)

Cloud Services

  • Cloud Platforms:
  • Familiarity with cloud services and platforms (MS Office 365, Azure, Google Cloud Workspace)

Audio/Visual Support

  • Conference Room Equipment:
  • Basic knowledge of setting up and troubleshooting Audio/Visual and conference room equipment (projectors, video conferencing systems, etc)

End-User Training

  • User Support:
  • Ability to train/guide end-users on software and hardware
  • Documentation:
  • Experience in creating user manuals and support documentation

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience
  • Minimum of 2 years of experience in a technical support role, preferably in a municipal or large organization setting
  • Strong proficiency in Windows and Mac operating systems, Microsoft Office Suite, and various enterprise and specialized software applications
  • Knowledge of network protocols, including TCP/IP, DNS, and DHCP, and the ability to troubleshoot network issues
  • Experience with remote troubleshooting tools and techniques
  • Familiarity with helpdesk software and ticketing systems
  • Excellent problem-solving and analytical skills, with a methodical and structured approach to issue resolution
  • Exceptional customer service skills with the ability to communicate technical information to non-technical users effectively
  • Ability to work independently and as part of a team, with a strong sense of accountability and urgency
  • Certifications such as CompTIA A, CompTIA Network, Microsoft Certified Professional (MCP), or similar, are a plus
  • Flexible to work outside normal business hours for critical issue support or special projects as needed

Technical Tools Overview

Operating Systems

Microsoft Windows:

  • Windows 10
  • Windows 11
  • Windows Server (various versions like 2016, 2019, 2022)

Hardware

  • Desktops
  • Laptops
  • Peripherals:
  • Printers
  • Scanners
  • Credit card scanner, printer, terminal

Mobile Devices

  • Smartphones (iOS)
  • Tablets (iPad)

Software Applications

Microsoft Office 365

  • Word
  • Excel
  • PowerPoint
  • Outlook
  • OneNote
  • Publisher
  • Access
  • Teams

Google Workspace

  • Docs
  • Sheets
  • Slides
  • Gmail

Communication Tools

  • Microsoft Teams
  • Zoom
  • Cisco WebEx

Browsers

  • Google Chrome
  • Microsoft Edge

Security

  • Symantec Ghost HD Clone
  • Clonezilla
  • Microsoft Deployment Toolkit (MDT)
  • Norton
  • McAfee
  • Bitdefender
  • Windows Defender
  • Windows Firewall
  • ZoneAlarm
  • Acronis True Image HD Clone

Cloud Storage

  • Google Drive
  • Dropbox
  • OneDrive

Maintenance Tools

  • CCleaner
  • Disk Cleanup (Windows built-in)
  • PDQ Deploy

Cloud Services

  • Microsoft Azure
  • Virtual Machines
  • Azure Active Directory
  • Azure Storage
  • Amazon Web Services (AWS)
  • Google Cloud Platform (GCP)

Miscellaneous

  • Adobe Creative Cloud
  • Microsoft Exchange Adminlocal workstations

Timeline

Service Desk Specialist

JUPITER, TOWN OF
12.2006 - Current

Business Application Specialist Police Department

Town of Jupiter
12.2006 - 06.2012

Technical Support Analyst

Volt Services Group
07.2001 - 06.2004

Quality Assurance Analyst

Ernst & Young Global Services LLP
10.2000 - 03.2001

Computer Technical Specialist

SHERWIN-WILLIAMS OHIO LLC
07.1994 - 06.1998

Network Administration

Coastline Distribution now Baker Distribution
2005 - 04.2006

BBA - Management Information Systems, General

Cleveland State University

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