NICOLE M. WEHNKE

208 Willow Drive, Neptune, NJ 07753

908-461-8650

Nicole.Wehnke@gmail.com

 

  

EMPLOYMENT HISTORY

 

Dedicated Field Support – Ground Combat Vehicle (GCV), (placed by Chugach Alaska), Picatinny Arsenal, NJ, June 2011 – Present - Secret Level Clearance

· Set up and support desktops, laptops, printers, digital senders, SmartCard readers and Blackberry handhelds in accordance with Army regulations.

· Install, configure, deploy and troubleshoot Windows based PCs using only DOD, Army, and Picatinny approved images via SCCM.

· Install, configure, and troubleshoot Microsoft Office products, HBSS, along with DoD, government, and Army specific applications

· Install and configure Commvault to back up end user data. Oversee scheduled backups twice a week.

· Configure and support Cisco VPN client.

· Provide application support to end users and diagnose hardware and software errors.

· Obtain SIPR access (user and admin), to support users and provide SIPRNet users with access to the Secure Room.

· Hold training sessions with users, to ensure they are prepared when any new software is deployed.

· Create and maintain an Access Database which houses ALL user information and the equipment they use, in order to maintain accountability.  Routinely perform inventory checks to ensure the information is correct.

· Manage the Verizon account for the organization. Adjusted the cell phone plans and suspended service on some equipment saving the organization over $6000/year.

· Provide guidance and solutions to accommodate the customer’s specific needs.

· Routinely email users with tips on how they can save time or streamline their work process while using Office Products or other software. Write and distribute procedures for resolving known issues that affect GCV users.

· Pull IAVA compliance reports on a bi-monthly basis. Patch and upgrade all software security vulnerabilities shown in the report.

· Set up network access and computer equipment for visiting VIPs.

· Reconfigure and maintain 5 conference rooms that contain computers, SmartBoards and VTC equipment.
· Perform System Administration in an Active directory environment. 

· Test, learn and master new Technological advancements via training and participating in pilot programs.

 

Desktop Support Team Lead - Department of Information Management (DOIM), (placed by Apex Systems), Fort Monmouth, NJ, June 2010 – June 2011 - Secret Level Clearance

· Supervise a team of 20-30 associates representing three contracting companies.

· Provide useful desktop statistics, track and report trends in call volumes and desktop subject frequency.

· Provide monthly desktop reports including progress achieved, milestones, potential problems, and future planning.

· Assure that desktop teams are meeting the customers required metrics and policies.

· Monitor all opened tickets and change orders ensuring that resolutions are aligned with the customer’s expectations.

· Recognize and identify areas where existing policies and procedures require change, or where new ones need to be developed, and make recommendations in these areas

· Organize, manage and direct the work of the employees in the assigned functions and ensure quality standards and service are met

· Mentor, develop and provide training to subordinates to strengthen their current performance and prepare for future advancement

· Schedule and assist users in the backup and storage of data from Windows XP and Vista workstations and laptop systems connected to the Fort Monmouth network, in preparation for the user’s departure to Aberdeen Proving Ground (APG), Maryland.

· In preparation of migration to APG or deployment of new operating system, perform system inventory and clean-up, to streamline the process and prevent backup and deployment failures.

· After data has been backed up and system ghosted, remotely assist user with mapping to the data, reconnecting to archive files, verifying Exchange Server Settings and repointing Documents folder to the data backup location.

· Create and Implement procedures for utilizing SCCM process for reimaging user’s machines.

· Oversee deployment of Windows Vista to 3,000 Windows XP users in a NIPR environment and 150 XP users in a SIPR environment, over the period of 3 months

· Migrate users to DISA Exchange server without compromising contents of their mail profile. Set up new mail profile, published certificates to GAL, and ensure that Army email is forwarded correctly

· Utilize SCCM, Active Directory, Configuration Manager Console, Remote Control and Cisco Systems VPN Client in order to assist the end user.

· Support users via email and phone.

  

Tier II Mission Support Technician, The United Nations (placed by Compuforce), New York, NY, October 2008 – May 2009

· Provide Delegates and Permanent Missions of United Nations with onsite desktop support, including, but not limited to, problem determination, analysis and resolution; per set service level agreements within the bounds of supported items, deemed supported by the United Nations Information Technology Services Division

· Update all work in provided Help Desk tracking system

· Meet all defined service levels for unresolved problems, re-assign and update incidents to the appropriate internal/external technical escalation groups when necessary

· Liaise between the customer, Help Desk and technical escalation groups to resolve incidents

· Display Technical aptitude (operating systems, productivity and office applications, email, connectivity, PCs, etc.)

· Advise the Team Leader/Management, Client Services of sensitive Client situations

· Attend and participate in Team meetings

· Participate in making recommendations to address problems, improve service, and suggest FAQ’s for most common issues encountered in the field

  

Help Desk Coordinator, The United Nations (placed by Compuforce), New York, NY, August 2007 – October 2008

· Consistently deliver quality customer support via phones, email and desktop visits

· Understand and document customer needs in a provided tracking tool

· Manage customer expectations [as per the service level agreement (SLA)]

· Take ownership of and resolve customer inquiries and problems

· Enhance the customer’s relationship with the Support Center and organization

· Provide first and second level problem determination/resolution for a variety of shrink-wrapped and enterprise applications.

· Meet all defined service levels for unresolved problems, liaise and escalate to the appropriate internal/external escalation groups per defined procedures

· Advise the Team Leader/Management, Client Services of client trends

· Rewrite procedures, as needed

  

Network Authorizations Coordinator, Home Box Office (HBO), New York, NY, November 2002 – January 2007

· Answer and respond to calls from affiliates in a professional manner regarding technical problems or questions regarding satellite reception of all HBO services

· Ensure accurate tracking and data analysis, conduct research, and respond to inquiries in a dynamic milieu

· Work directly with affiliates, vendors, and HBO departments to identify and help to resolve satellite service reception problems

· Process forms and perform authorization of HBO affiliate decoders to receive services in a timely manner

· Process affiliate HBO-On-Demand (HOD) equipment testing, launch preparation, and transmission requests correctly and expeditiously

· Utilize MediaPath Manager for encoding and delivery of HOD Content

· Troubleshoot various problems with HOD equipment in order to ensure proper delivery of all content and metadata

· Work with affiliates, Engineers, and other departments to identify and help resolve technical problems and communicate relevant information describing the problems to Supervisors

· Work directly with Real Networks and Cingular Mobile in order to provide HBO Media on mobile phones

· Create, Maintain and Update various FileMaker Pro databases to track progress of various projects

· Utilize Switchview, FileMaker Pro, BRIO Query, Business Objects, and Oracle to create and distribute various data reports

· Participate in Testing and Rollout of new software, ensuring maximum potential and user-friendliness

· Demonstrate leadership abilities to train others, relay information and handle customer relations

· Handle ad hoc projects relating to day-to-day operations within the Technology Operations Department as requested

  

Office Systems Support, Home Box Office (HBO), New York, NY, July 2001- November 2002

· Diagnose and resolve a variety of Macintosh and Windows workstation issues

· Test applications on various NT and Windows 2000 ghost images for company-wide roll out

· Roll out Outlook 2000, MS Office 2000 and Netscape 6.2 PC users and Outlook 2001 to Macintosh users

· Install Various Software on Macintosh and PC Clients

· Maintain Microsoft NT, Exchange and Appleshare accounts

· Perform anti-virus maintenance and perform regular updates

· Resolve software-related access and connectivity problems

· Handle variety of tasks simultaneously and efficiently

· Handle approximately 25-40 calls per day, supporting 3500 end users via telephone, email and desktop visits

  

Help Desk Support, Morgan Stanley Dean Witter, New York, NY, 2000 - 2001

· Assist users in opening tickets via telephone

· Escalate and follow up on tickets with second level support

· Assist supervisor with keeping web server up-to-date with fixes to common problems

· Keep team members informed of site outages

· Utilize batch files written with known fixes to common problems

· Operate MSDW proprietary financial software

· Assist users to dial into host terminals from remote client sites

· Log approximately 50-100 phone calls daily, supporting 22,000 end users

  

Tier One Support (Placed at Telcordia Solution Care Center, Piscataway), IHS Helpdesk Services, New York, NY, 1999 - 2000

· Solely responsible for the training of all new hires

· Responsible for Maintenance of CIMS Database

· Utilize Telcordia Proprietary Software

· Assist Clients in opening Trouble Reports via E-mail, fax and telephone and responsible for escalations to Tier Two

· Centralized logging, tracking, and reporting of all customer trouble requests

· Follow-up on Trouble Reports with Tier Two

· Follow Crisis Procedures for Resolution of Trouble Reports by notifying all appropriate personnel, keeping team up to date on status, and tracking and maintaining record of events

· Enhanced standard procedures for Crisis and Paging Tier Three

· Notify CSC of internal and external daily activities and staffing availability

· Established MOC SLIP connections to client sites

· Performed Duplication of Software and assisted in deployment to customer sites

· Log approximately 75-150 phone calls daily

  

EDUCATION

  

The Chubb Institute, North Brunswick, New Jersey, 1999

Diploma, Data Center Support

Maintained 3.6 GPA

  

High Technology High School, Lincroft, New Jersey, 1994

  

Brookdale Community College, Lincroft, New Jersey, 1993

Achieved High Honor credits in The Head Start Program

  

SKILL SUMMARY

  

Certifications and training: CompTIA Certified - Security +; MCITP Certified - Windows 7, Enterprise Desktop Support Technician; MCSA Trained - Windows 8, Solutions Associate

Software: Active Directory, SCCM, Cisco VPN, MediaPath Manager, NetSaint NMS, MSDOS, Windows, MS Office, Internet Explorer, Netscape, Mozilla Firefox, Outlook, Adobe Acrobat, Illustrator and Photoshop, Citrix, Symantec, Norton Utilities, Novell NetWare, Lotus Notes, Simplify’s Mailroom, BetterTelnet, ShivaNet, Quintus Ticketing System, GDQ Corporate Directory, BRIO Query, Business Objects, Switchview Control Center, FileMaker Pro, Citrix, GoToAssist, Peregrine Service Center, Remedy Ticketing.
Hardware: IBM Compatible Personal Computers, Pentium PC, Macintosh, External Tape Backup, External CD-ROM, Motorola Satellite Receivers, Tandberg Catchers, Various VOD Servers (SeaChange, Concurrent, Kasenna, Cisco)  

Personal: Strong analytical skills; Works well under pressure; Comfortable managing conflicting demands on available time; Excellent interpersonal skills (verbal and written); Positive team attitude; Communication with clients at all levels from senior level staff to clerks and third party implementers; Ability to exercise patience and listen well; Ability to adapt to a fast paced environment; Ability to quickly develop new technical skills to match most common requests and problems; Ability to quickly adapt to new processes and procedures

Accomplishments: Completed steps to become the Information Management Officer (IMO) for GCV.  The IMO tracks all DoD mandated training and certification for all users in the organization and maintains the ATCTS (Army Training and Certification Tracking System) website.  GCV maintained 100% compliance on Training while I had that responsibility.

Received an Outstanding Service Award from GCV for providing exceptional service to the organization.

 

References available upon request