Experience
Technical Writer/Training Specialist
▪ June 2014 - Present
General Dynamics IT ▪ Colorado Springs, CO
· Manage Knowledge Base of Solutions
with Constant Emphasis on Change Management Objectives
o Completely redesigned knowledge
base of ~1500 solutions to provide consistent format and wording – This
knowledge base is now the model used by other groups in the Enterprise when
creating their own solutions
o Research and appraise solutions to
technical issues, routing, and handling of new services
· Manage Standard Operating
Procedures and Update as Appropriate
· Manage Technical Documentation
Using Word, Excel, Visio, Adobe, and PowerPoint
· Headed Lean Six Sigma Project to
Successfully Design and Implement Email Templates for Improved Communication
with Customers, while Reducing Time and Effort for Agents
· Redesigned Training Schedule for
Optimal Efficiency and to Address New Trainee Questions and Concerns, Setting
New Benchmark for Training for the Service Desk
· Establish Rapport with Numerous
Professional Contacts to Optimize Resolution Response
· Draft Internal and External
Communications –Primarily via Email
· Provide Group and Individual
Instruction Covering Orientation, Basic Responsibilities, Approved Processes,
Policy and Procedure, and Documentation
· Develop and Provide Weekly,
Monthly, and Quarterly Training
Senior Service Desk Technician
▪ August 2012 – Present
General Dynamics IT ▪ Colorado Springs, CO
· Support ~50,000 users worldwide on
multiple domains and networks
· Support ~1000 products and
services across the enterprise
· Resolve Information Technology
Requests and Issues via Phone and Remote Support
o Systems access issues to include
password resets, account unlocks, account creation and enabling, security
group membership, smartcard access requests and issues, PKI issuance,
revocation, and troubleshooting
o Utilize remote tools to access end
user workstations – SCCM2012, Windows Remote Assistance, Desktop Director,
Remote Desktop Connection, MSTSC
o Provide information and how-to for
end users
o Troubleshoot hardware issues for
desktops and thin clients, phones, DVTCs, printers and other peripherals
o Troubleshoot software issues
involving both commercial and proprietary applications
· Manage Ticket Queue of Incoming
Service Requests to Ensure Proper Handling
Systems Administrator
▪ September 2001 – March 2012
Children’s Ark, Inc ▪ Green Mountain Falls, CO
· Oversaw and Maintain LAN/WAN
· Installed and Configure Firewalls
and Desktop Systems
· Maintained Firewalls and White
List for Client Use
· Assisted Over 70 Users, Across 4
Sites, with Installation, Configuration, and Ongoing Usability of Desktop
Computers, Peripheral Equipment, and Software
· Provided Training to End users as
Needed or Appropriate
· Documented, Tracked, and Monitored
Requests for Assistance to Ensure Appropriate and Efficient Resolution
· Reimaged, Optimized, and Updated
Computers as Needed and/or Scheduled, Including Install and Testing of
Software Updates
· Administered Asset Management of
Business Computers and Related Equipment
· Worked with Procurement Staff to
Purchase Hardware and Software
· Assessed Functional Needs to
Determine Specifications for Purchases
Education and Certifications
§ Pikes Peak Community College
§ March 2011
▪
Associate of Arts –
Graduate with Honors
§ Current CompTIA Security + CE Certification
Activities
National
Mill Dog Rescue Volunteer
August
2014 – Present
§ Moderate Social
Media Pages to Correspond, Answer Questions, and Remove Inappropriate Content
§ Author Blogs,
Articles, and Stories for Publication by Organization
Amateur
Radio Emergency Services Volunteer
June
2007 – Present
§ Provide
Communications During Emergencies
§ Operate
Communication Stations During Special Events