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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx (Home)

Citizenship:  USA

Veteran s Preference: N/A


Job Announcement:     76 05 0003-2008-0007

Department:                 Department of Homeland Security - Federal Law Enforcement Training Center


Core Competencies


IT Management, Workstation Administration, User Support, Help Desk Support, Customer Service, Project Management, Operations Management, Supervision, Workflow planning, Research and Development, Administrative Operations, Office/Clerical Functions, General Accounting

Professional Experience

6/2004 C Present  

Supreme Court of the United States             

Washington, DC

Workstation Administrator

Relied upon to contribute strong leadership qualities toward serving as Acting Supervisor as needed.  Efficiently manage broad scope of workstation functions ranging from ghosting, patch management (PatchLink), hardware encryption (Safe Boot/Mobile Armor) and workstation management/configuration to software/hardware upgrades and installations, desktop/laptop system troubleshooting and preparation, security and performance/utilization/maintenance monitoring.

Proficiently troubleshoot and resolve technical issues to ensure optimal operational performance and mitigate downtime. Contribute technology expertise as well as strong analytical skills toward researching and developing innovative new software, hardware and peripherals.  Effectively develop detailed supporting documentation (On Demand) instrumental to maximizing efficiency and productivity.  Provide quality Second-Level Help Desk support. Apply dynamic organization, strategic planning and prioritization skills toward steering projects to meet operational requirements and critical deadlines.

(Supervisor: Charles Tulowetzke, May Contact: NO; Annual Salary: $69,848; Hours per week: 40 +

24/7 call support)

3/99 C 6/2004   

International Union of Bricklayers          

Washington, DC

Technical Support Specialist

Effectively delivered superior software/hardware support for over 350 on both LAN and WAN systems.  Supported MS Office 97/2000/2002 and offered Second-Level phone support to resolve escalated help desk issues. Proficiently configured, set up computers using Windows 95/98/NT4.0/2000/XP, installed/ maintained Norton Anti-Virus and Firewall software, and restored data from backup tapes; gained valuable experience in RRAS, VPN and PC Anywhere. Contributed expertise toward traveling to meeting sites to establish computer network systems.  Wrote detailed supporting documentation.

User Support Specialist

Effectively addressed Help Desk calls focused on MS Office and other software packages.  Strategically assigned unresolved calls to appropriate staff members for optimal user servicing.  Successfully implemented and managed Help Desk HEAT database. Efficiently maintained equipment and software database in Access. Productively managed general administrative/office functions in support of operations.

(Supervisor: Don Jacobs, Phone xxx-xxx-xxxx  (HR), May Contact: YES; Annual Salary: $52,000; Hours per week: 40+ travel overtime)


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Yyyyyy x. yyyyyy                                                                                                         Page 2 of 2


Tribles, Inc       

Oxon Hill, MD

Accounts Receivable/Collections/Customer Service

Demonstrating solid knowledge of accounting practices and principles, managed broad range of related functions including daily cash receipts reconciliation/balancing, accounts payable backup and customer account problem solving. Proactively contacted delinquent accounts and established payment agreements to maximize cash flow and control financial risk.  Conducted credit reference checks and established/ managed new account files.


May 2008 

University of Maryland University College

College Park, MD

B.S., Information Systems Management                 

Certificate in Project Management for IT Professionals

GPA: 3.0/4.0                                                                        


January 2004 

College of Southern Maryland             

La Plata, MD

AAS- Information Services Technology

Academic Excellence Award

GPA: 3.4/4.0


Specialized Training/Professional Development


October 1999 

Computer Learning Center

Alexandria, VA

Certificate C Information System Technology Support

GPA: 4.0/4.0


Additional Coursework:


Communicating with Professionalism and Diplomacy

Windows XP Configuration and Deployment

Supporting users Running Windows XP

Deployment of VISTA Operating System

Server 2003 Configuration

Microsoft Patch Deployment

Project Management

Communicating with Professionalism and Diplomacy

Writing and Grammar Skills for Managers


Technical Skills


MS Office 97/2000/2002, Windows 95/98/NT4.0/2000/XP/Vista, Access, Norton Anti-Virus and Firewall software, PatchLink, Safe Boot, Mobile Armor, Hardware, Peripherals



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