ANGELA M. SPIVA

9771 BUCKINGHAM DR FAIRDALE, KY 40118

PHONE: (502) 468-3207  

smalldiamondang@gmail.com

US CITIZEN

 

                                              DOD SECURITY CLEARANCE (SECRET)

 

OBJECTIVE:

 

·   Sullivan University Student offering a strong academic background in IT combined with excellent experience as an IT Analyst with ITIL knowledge and exceptional customer service skills.

·   Excellent Leadership Skills.

·   Consistently recognized for technical troubleshooting skills used to rapidly and cost-effectively resolve challenging technical issues.

·   Quickly learn and master new technology; equally successful in both team and self-directed settings.

·   Experienced in diagnosing and troubleshooting problems with hardware and software computers to resolve technical problems.

·   Perform services, installation of printers, new hard drives, memory, as well as moves, adds, changes, refresh and disposal to the client systems.

·   Well efficient in all system support of resources and activities providing quality network and computer operations ensuring the applications and processes the system are available and managed properly.

·    Experienced in IT Security, compliance and permission control, ACL’s.

·   TC/IP setting systems that require DHCP and Static addresses.

·   Worked very close with Upper departments; overall with the data communications, and desk support developing newer and efficient system networks.

·   Possesses the knowledge performing duties as an IT Specialist Lead.

·   With enthusiasm seeking to contribute my experience, skills and expertise to the management team of your corporation.

 

 SKILLS:

 

   Systems:                         Windows 9X/NT/2000/XP/2K3/2007/2008 NT Server/2000/2003.

   Software:                        Multiple Software Experience/ Remedy/ Axios System/

   Technical Courses:        Networking & Administration

   Leadership:                    Self Directed, Detailed Oriented, Training, Public Speaking

 

CERTIFICATIONS:

 

· Microsoft Office Specialist,

· HDI Helpdesk Certified

· CompTIA A+ Course

· Network + Course

· MCSE Course – Window Servers - NT and 2000

· SQL Server Course 

· DoD (Secret) Clearance 2013/2017

 

License:

·   KY – DOI – 772640 ( Life License)

·   Fixed Indexed Annuities

 

 

 

Education

·   Sullivan University - Bachelor in Information Technology (168 Credit Hours with 3 classes to completion.)

 

 

EXPERIENCE AND WORK HISTORY:

 

Sedona Group                                                                                                                                  Feb 2016 – May 2016

 

·   3^rd party contractor working with IBM/State Farm.

·   Independent Hardware Deployment Installer.

·   Independent travel, communication, customer service skills and inventory reporting, user training, self directed, and scheduling.

 

Abbtech Professional Resources, Inc                                                                         December 2015 – Present

 

·   Tech Lead Liaison between Dell Support for Secured and Non-Secured network PC refresh and OS migration.

·   Responsible for timekeeping and updating Dell work orders upon completion of work in Dell CDM Quickbase.

·   Strong Customer Service and Communication skills working with POC on client sites.

 

Go2itgroup – Independent Information Technology Technician                                                     July 2015 – Present

 

·   Independent work –Minimum Supervision

·   Various responsibilities, POS hardware installs, PXE boots and imaging, Hardware installs, Software/Hardware Troubleshooting, Security Analyst duties, including compliance and permissions to network resources.

·    Migrations and Tech Liaison between IBM Support, HP, Dell and World Wide Tech Support on numerous projects.

·   Independent travel and excellent communication and customer service skills.

·   Secured Network Operation.

 

SAIC – Contractor – Soldier’s for Life/DoD Army                                                                    August 2015 – Oct 2015

Help Desk Engineer

 

·   Identify all applicable applications and systems needed in a new build for Transition Division laptops.

-          Create the build, incorporating identified applications and systems.

-          Deploy build to all identified Transition Division laptops.

-          Update build with all applicable patches and updates.

-          Maintain all non-deployed laptops on the network to ensure that they remain on the domain.

-          Coordinate and ship laptops to Transition Division in the field (utilizing existing shipping account).

-          Conduct spot check inventories in accordance with identified resource inventory procedures.

-          Assist in answering TAP-XXI IT support emails.

·   Very detailed oriented and very limited supervision.

 

Primerica Life & Financial Services                                                                                          2014/to current Part-time

 

·   Representing Primerica as an Independent Agent, my accomplishments have been getting out of my comfort zone by learning the skills as an Entrepreneur, passing the KY Life Exam and starting on my license build to Securities through (FINRA), Federal Industry Regulatory Authority.

·   Recruiting, Prospecting, Training and Leadership.

·   Regulatory, Processes and Qualifiers and Security Assurance.

·   Customer services, People skills, Team building, Leadership training.

 

 

 

 

Capstone Corporation – HP Contractor/DoD Army                                                                        February 2013-2014

 

·   Human Resource Command IT Service Desk 24/7 supporting Cadet Command, USAREC, HRC, MEPS and IMO’s.

·   Remote Diagnosing, troubleshooting, resolving client issues with multiple software/hardware and networking issues. Remedy Ticketing System and CA Ticketing Systems.

·   Enforcement of Information Assurance, Active Directory User Accounts, CAC (Common Access Card) issues.

·   Hardware, printers, blackberry devices, network devices.

·   Documentation, Knowledge Base projects, ITIL Department Structures and training documentation for IT Staff.

·   Training and Army AR Assurance with Clients.

·   Security Clearance (Secret) obtained Feb 2013.

 

Tanco Clark Maritime, LLC                                                                                                                                 2012-2013

Office Manager – Liquid Storage and Liquid Handling Terminal. (Asphalt)

 

· Assisted the Terminal Manager with day to day operations and Information Technology duties.

· Auditing and Financial task, Inventories.

· Procurements, Training documentation & Third Party Vendors.

· Security Access, Maintained Working Computers, Application Support & Employee Training.

· Compliance with EPA, OSHA, Homeland Security, USCG, IDEM. Environment Management Manual

· Compliance with FSP, FRP, NPDES, OPS and MSDS.

 

Census Bureau                                                                                                                                                             2010 – 2010

Enumerator for the 2010 Census 

 

·   Obtaining 2010 Census Information from population. 

·   Customer Service, Adapting to Language Barriers, Record Upkeep.

·   Door to Door Unsupervised, Self Directed Scheduling.

 

Louisville Jefferson County Metro Government                                                                                                 1991/2009

 

·   Help Desk Analyst 1 supporting entire Metro Infrastructure with Tier 1, 2, & 3 service desk responsibilities.  

·   Administrated user accounts and permissions.  Administered Exchange email accounts. Tier 3.

·   Project Management Service Desk implementation, Ticketing System, and Research and build of Knowledge Base Documentation, Training and compliance for end users.

·   Assisted Network team with troubleshooting LAN/WAN connections, Tier 2/3 Level.

·   Desktop Imagining and deployment.  Hardware Compliance Inventory and Procurement. Printer administration. Desktop Support to multiple Agencies.

·   Software/Hardware troubleshooting.  (MACS) Mobile Devices, Printers, handheld scanners, scanners, projectors.

·   Louisville Metro Police Support, Troubleshooting Software and Hardware Issues, Compliance with Software and Hardware though KY State requirements, (NCIC). Wireless/Wi-Fi Troubleshooting, Account Administration, User Access.

·   Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95%-100% on all calls (outperforming average of 90%).

·   Handled 30+ technical/mission-critical calls daily and consistently met high service standards. Closed 95% of trouble tickets on call resolution and desktop support visits.

·   Worked with Application Support, Software structure, SharePoint Access, Track-it and Axios Ticketing Systems, Customer Service, People Skills, and enforced ITIL Process.

 

 

 

References available upon request & available for travel and possible relocation