Technical Support It

Ivy Jelks

*********@*****.*** 240-***-**** Mt Rainier, MD

SUMMARY

Seasoned IT professional with 26 years of diverse experience, seeking a Customer Manager role. Expertise in program coordination, IT support, and team management, ensuring smooth program execution and positive stakeholder relations. Proven track record in IT systems deployment, technical problem resolution, and customer service excellence. WORK EXPERIENCE

Department of Health Washington DC

IT Tech Support Feb 2024 - Present

• Provide technical support for Windows 10 Desktop, mobile devices, and an array of software including Microsoft Office 2016 and Office 365 hosted applications.

• Manage IT inventory and conduct hardware and software deployments, including imaging and configuring computers using Symantec Ghost.

• Set up and ensure proper network connectivity for devices, join systems to domain, map network printers, and perform validation and functionality testing for client setups. Prince George's Healthcare Alliance Inc Largo, MD

Program Coordinator Sep 2018 - Dec 2023

• Facilitated coordination of program activities, ensuring adherence to schedules and budgets.

• Managed staff assignments and workloads, optimizing team efficiency and performance.

• Fostered positive relationships among program teams, public entities, media, and organizational departments. UMatter Consultant Hyattsville MD

IT Helpdesk Support / IT Business Consultant Mar 2010 - Aug 2018

• Facilitated enterprise-wide strategy implementations to align with organizational objectives.

• Led and monitored project teams to ensure timely progression and completion, while delivering coaching and performance reviews to client-service staff.

• Executed hardware and software upgrades to improve IT system functionality, ensuring prompt resolution of technical problems and accurate documentation within the helpdesk tracking system.

• Conducted client consultations to comprehend business needs, provided tailored recommendations, and delivered performance updates, thereby fostering client satisfaction and goal attainment. Serco Inc.—Headquarter of Department of the Army Arlington VA Senior Technical Business Consultant Jun 2008 - Jan 2010

• Provided comprehensive technical support, ensuring Army agencies adhered to regulated software and hardware standards to maintain system compliance.

• Facilitated the procurement and distribution of IT equipment, while meticulously updating client and Information Management Officer (IMO) databases to reflect evolving needs and requirements.

• Conducted thorough analysis of IT requirements and user needs in collaboration with IMOs, integrating systems and performing cost/risk assessments to align with technical specifications and project constraints. Office of Chief Technology Officers Washington, DC Security Engineer / Forensic Examiner Nov 2006 - Jan 2009

• Conducted thorough investigations and resolution of seven computer misuse incidents, establishing a comprehensive incident response and case tracking system.

• Developed and disseminated twenty-seven security advisories to enhance citywide compliance and collaborated with agencies on the deployment of Spyware protection and Virus Scan applications to over 53,000 users.

• Performed advanced forensic analyses using EnCase, evaluated network vulnerabilities, and maintained currency with industry trends to fortify network security and performance. Innovated Consultant Washington, DC

Network Administrator Nov 2005 - Sep 2006

• Provided technical guidance in the integration of Windows Server environments, including monitoring activities and delivering support, while also creating and updating IT documentation to enhance team performance.

• Analyzed network traffic and usage to optimize performance, developed network security policies, and maintained system integrity by implementing security measures against unauthorized access and malware threats. Kaiser Permanente Silver Spring, MD

Network Operation Lead Aug 2005 - Oct 2005

• Enhanced infrastructure monitoring and management, leading to improved problem resolution and reduced frequency of infrastructure issues.

• Participated in a cross-functional SWAT technical team to analyze and resolve integrated system issues, optimizing network and system operations across the enterprise. Washington Headquarters Services /Department of Defense Rosslyn, VA Site Manager Nov 2004 - Aug 2005

• Coordinated the installation and migration of IT systems, ensuring technical support and accurate inventory documentation during the transition.

• Configured a range of equipment including workstations, printers, and servers, while promptly addressing trouble ticket requests to maintain system integrity.

Prince George’s Hospital Cheverly, MD

Help Desk Manager Feb 2004 - Oct 2004

• Managed a technical team to successfully replace and configure workstations and terminals, ensuring seamless integration of IT systems and applications.

• Developed comprehensive support and training documentation, enhancing hospital staff's ability to utilize new systems effectively.

US Army Materiel Command — Department of Defense Fort Belvoir, VA Network Engineer Jul 2003 - Dec 2003

• Installed and configured multiple workstations, ensuring efficient operation and resolving technical issues to maintain optimal network functionality.

• Conducted comprehensive system analysis and troubleshooting, effectively isolating network faults while implementing security measures and managing inventory to preserve system integrity. The Judge Group Fairfax, VA

Help Desk Shift Manager Jan 2003 - Jun 2003

• Managed network administration tasks including unlocking user accounts and providing login assistance for Outlook Web Access, leveraging SQL and VNC for remote support.

• Resolved a wide range of software and networking issues through diligent research, effectively utilizing the Heat Database System for tracking user queries and delivering solutions both in-person and via telephone. ACS/Delta Corporate Services Rosslyn, VA

Help Desk Tier Shift Manager and Trainer Dec 1999 - Nov 2002

• Managed a team of help desk professionals, ensuring efficient resolution of technical issues and maintaining high customer service standards.

• Developed Standard Operating Procedures (SOPs) and training manuals to enhance the team's proficiency in software troubleshooting and support.

US Air Force, 11th Communications Squadron Washington, DC Network Administrator – Help Desk Shift Manager/Trainer Jun 1998 - Dec 1999

• Managed a variety of IT support tasks including user account unlocks, ticket resolution, hardware installation, and software/operating system updates, ensuring efficient operation and minimal downtime.

• Trained new team members on migration processes and contributed to the maintenance of workstations and servers, enhancing team capability and service continuity. EDUCATION

Strayer University

Master’s in Information System with a concentration in Security Administration Washington, DC

2008-In progress

Strayer University

Master of Business Administration

Washington, DC

2000-2002

University of the District of Columbia

Bachelor of Science in Computer Science

Washington, DC

1996-2000

Alabama State University

Bachelor of Science in Computer Science

Montgomery, AL

1993-1995

Spingarn Senior High School

HS Diploma

Washington, DC

1990-1993

CERTIFICATIONS

Cisco Certified Network Associate (CCNA), ACE – Greenbelt, MD Microsoft Certified Professional — NT 4.0 Server and Workstation, University of the District of Columbia – Washington, DC

1999

Certificates in Windows 2000 Advance Server and Professional, KEI Institute – Rosslyn, VA

2000

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