Linda English
SUMMARY Over 20 years experience as a trainer/consultant, technician and customer service representative, IT helpdesk support, Web Master and Business Manager. Extensive experience in planning, implementing, conducting, supervising and evaluating individual and collective computer training. Provided expert skills and knowledge of Windows workstations operating systems and key office automation, MS and Corel, Adobe and other computer applications. Provided leadership and business computer instruction to clients and peers. Displayed excellent communications and customer service skills. Over 10 years experience with web page and graphics design and web server maintenance. Over 10 years experience as a Helpdesk Technician. Considerable experience setting up, configuring and maintaining small networks.
FOUNDATION SKILLS
• Decision making
• Ability to influence
• Ability to prioritize
• Effective communication skills
• Ability to facilitate processes
• Organizational skills
• Conflict resolution skills
• Flexibility to negotiate, cooperate, and contribute as a team player
• Good business knowledge
• Ability to present to an audience or classroom
• Good technical skills and technical understanding
• Understanding of the project life cycle process
EMPLOYMENT:
Oct 2008- present General Dynamics Information Technology
Positions:
Senior Administrator, Network
Enterprise Service Desk DATA Center Tier 2 Technician
Blackberry Administrator
Responsible for 6000 Account Blackberry Enterprise Network Administration
Webmaster Administrator
Intra and Internet Web Troubleshooting
CA Service Desk Queue Management-USAR
CA Service Desk Queue Management and Trainer -AESD
.
US Army Regional Incident Queue Manager for Active Army and Army Reserve.
Coordinate and manage IT trouble tickets from initiation through resolution using ITIL best Practices. Knows a wide range of IT technology areas from Networks to Data Center Systems, and end-user IT support systems
Army Reserve Queue Manager and Systems Support Analyst on the Incident Management Team.
Able to coordinate and manage IT trouble tickets from initiation through resolution using ITIL best Practices. Knows a wide range of IT technology areas from Networks to Data Center Systems, and end-user IT support systems.
Senior Administrator, Network
Desktop and Helpdesk provide end-user support functions . Has a solid computer
background and the ability to diagnose and resolve computer related problems via
phone, email, remotely and on-site. Duties include resolving non-technical and
routine technical problems in support of internal PC's, applications software,
and basic network communications.
Experienced troubleshooting and diagnosing computer related issues in a large
enterprise environment. Has knowledge with Microsoft XP and Vista and Microsoft
applications.
Responsible for installing, configuring, and maintaining operating system
workstations and servers, in support of business processing requirements, ITIL.
Performs software installations and upgrades to operating systems and layered
software packages. Schedules installations and upgrades and maintains them in
accordance with established IT policies and procedures. Monitors and tunes the
system to achieve optimum performance levels. Ensures workstation/server data
integrity by evaluating, implementing, and managing appropriate software and
hardware solutions. Develops and promotes standard operating procedures.
Conducts routine hardware and software audits of workstations and servers to
ensure compliance with established standards, policies, and configuration
guidelines. Develops and maintains a comprehensive operating system hardware and
software configuration database/library of all supporting documentation.
Mar 2006 – Oct 2008 The Ginn Group
HELDESK Analyst/Technician – USAR ARMEDCOM Pinellas Park FL & Morrow Ga
Using CA Tools Ticket
System supports Internal /External Users Nationwide and onsite at three
locations Pinellas Park Florida and Morrow GA, Ft Gillem GA
Responsible Personal Hands on / Phone and Remote support techniques.
Maintain and support onsite servers, supported VTC implementation and telephone trouble system. Help with new location design and move of over 200 employees at the APMC Ga site
To include imaging Servers and setting up Data and Print servers, Digital Senders, Copiers
Redesigned ,Published and routinely updated web pages and implement changes as needed on the ARMEDCOM Web site and developed and published MORROW Helpdesk Website.
Mar 2005 – MAR 2006 CIBER, Inc
Post Migration Team
–Ft Hood Texas
Webmaster Consulting and assistance. Knowledge sharing and
training, site development and aid to permanent employees in after migration
actions.
Utilizing strong creative talents and time management skills including
preparation of brochures, program planning materials, signage, handouts,
publication materials, slides, posters, and other presentation aids. Designing
covers, logos, and other creative illustrations, scan and touch up photos,
drawings, etc., and discuss with clients recommendations for design
enhancements, layout and formatting, reporting production levels, managing
business critical assignments, adapting to changing priorities under tight
deadlines, and negotiating priorities as needed.
Active
Directory Migration Team,
Ft Hood, TX
Image Center Operations/Inventory Management. Conduct
receiving, inventory management and flow controls, schedule operations, complete
calendar updates and reports. Accountability for moving 16,000 computers
through the migration process.
June 2004– Mar 2005 CIBER, Inc, Web Services, US Army Reserve Command, Atlanta, GA
Web Master / System Administrator / Network Manager. Responsible for technical implementation and management of web application servers. Utilize knowledge and experience with web development tools, to include web graphics, web server administration and configuration utilities, NT and Win Server 2000 and 2003 administration, and network security. Demonstrated good communications and organizational skills as well as leadership ability. Reviewed audit logs to ensure critical errors were resolved in a timely manner. Routinely updated web pages and implemented changes as needed. Served as a delegated Trusted Agent/Administrator for installing and activating SSL/PKI Certificates. Utilized Remedy and CA Tools for support requests.
June 98 – June 2004 CIBER, Inc Helpdesk, US Army Reserve Command, Atlanta, GA
Help Desk Analyst. Expert skills in installing and maintaining commercial and government proprietary computer applications. Responsible for first contact with customer client base. Initiated service calls, scheduled maintenance and created trouble tickets. Proficient in troubleshooting, diagnostics and repairing Windows 95, 98, ME, 2000, XP Server 2003, Outlook, Networking Connections including VPN and RAS and a variety of Microsoft applications. Provided remote assistance using Dameware and courteous telephone techniques.
Designed, published and routinely updated web pages and implemented changes as needed a Help Desk Web Site.
CURRENT CERTIFICATIONS
A+ Hardware
A+ Software
Security+
ITIL v3
Dell OEM Certified Technician
Administering AR System, AR System for Users,
MS Beginning, Intermediate, Advanced Front Page 2000, Front Page 98
MS Excel, PowerPoint, Access, Access Forms and Reports, Explorer, Corel Suite, Adobe Suite, MICROSOFT Office , 2000, 2003 MS Server 2003, IIS 6.0
Ringing Up Sales- Thompson Newspapers Training Course
Certificates in:
Pt1 Media and Topologies
Managing IT Projects Project Fundamentals and Initiation
Managing IT Projects Project Planning and Execution
Managing IT Projects Project Control and Closure
Project Management Scope
Project Management Estimating Costs
Project Management Quality Standards
Project Management Risk Management
Project Management The Team.
Project Management Communications
Project Management Contracts and Procurement
Project Management Coordination
Project Management The Process
Call Center Inbound Customer Service
Excellence in Service Providing Superior Customer Service
Excellence in Service Working with Upset Customers
Telephone Skills Professionalism Through Basic Skills
Telephone Skills Handling Difficult Calls
Decision Making & Problem Solving Problem Solving Fundamentals
Sexual Harassment What Managers Should Know (Service)
Diversity What Employees Should Know
MS Windows XP User Fundamentals.pdf
MS Windows XP Advanced User
Internet and WWW Introduction
DOD Operational Information Systems Security
Chief Information Officer/G6 United states Army Information Assurance:
IA
Certificates 2005
IA Army Retina Scanner Virtual Training
Course
IA Online Army Webmaster Training Course
IA STAT Online Virtual Training
IA Certificates 2007
Wireless Online Virtual Training
REMII Online Virtual Training
REM 3 Online Virtual Training
ThumbDrive Securtiy Online Virtual Training
HQDA IAA Online Virtual Training
Hercules 3.5 Online Virtual Training
ARMY Specific DA Online Virtual Training
ARMY Netscreen Firewall Online Virtual Training
ARMY Incident handeling Online Virtual Training
STAT Scanner 6.0 Online
Virtual Training
Level One Security
SA /NM Level Two Security
Security Clearance: Secret