Help Desk Program Manager
Resume:
Felicia Penton
Kent, WA *****
**********************@***********.***
· CTE Educator (Grades 9 – 12) Monitor and support students during independent work or cooperative learning activities in 32 different cultural languages
· Install & configure virtual machine host running MS Windows Server2023, 2012 & 2008 on an 11,000 VM network.
· Troubleshoot & fix image provisioning issues, report bugs, some PowerShell & DOS scripting to install apps & manage servers.
· Assist application developers and testers setup their environment. (helping development teams deploy stable builds to multiple environments)
· Triage help desk requests (environment restore, system deployment troubleshooting)
· Network Operations Management
· Development of database application and web-based applications
· Experienced with integration of disparate external data sources into an automated workflow application environment
· Developed functional specifications, deployment plans, and documentation.
· Performed as Business Program Manager (defining team charter, project definition, proposal, vision statement, user description, functional and technical requirements, project risks, deliverables, and final report outs)
Technologies Used:
APPLICATIONS:
Installed and configured the following: Microsoft Office 2023 (Office 365), Microsoft Office 2013, Microsoft Office 2012, Microsoft Excel 2016, Microsoft Word 2016, Microsoft Power Point 2016, Microsoft Publisher 2016, Microsoft Access 2016, Microsoft OneNote 2016, Microsoft SharePoint Designer 2016, QuickBooks (version: 2023, 2015, 2013, 2009, 2003, 2000).
WORKSTATION/NETWORK OPERATING SYSTEMS
2006, 2008, 2012, 2016, 2023)
TUTORING
Willing to relocate to: Pacific Northwest
Work Experience
We Build Things in Teams of Highly Diverse Students VMware-Renton, WA
October 2014 to August 2023
VMware vSphere · Virtual Private Network (VPN) · Incident Management · Leadership
· Skill Development · Networking · Routers · Problem Solving · Data Mining · Internet Protocol Suite (TCP/IP) · Cisco Routers · Cisco Systems Products · Network Switches · Infrastructure · Microsoft Office · Computer Science · Active Directory · Cisco IOS · Requirements Analysis · Analysis · Databases · Catalyst Switches · Security · Servers
· Teach components of robots such as wheels, chassis, body, controller, pin configuration on circuit board, motors, object sensors, remote control, antenna, group building skills, programming in Arduino, students break down components at the end of trimester and create build kits for the next trimester class
· Students are divided into groups at end of trimester and compete against each group (build 21st Century skills)
· Teach Cisco Networking A, B, and C course work 2023
· Teach Programming in Arduino and C
· Monitor and support highly diverse and ethnic group of students during independent work or cooperative learning activities.
· Teaching Behavior Management
· Work with administration on Individual Educational Planning
· Administer state assessment tests to students
· Participate in conferences concerning student’s progress
· Monitor student progress in instruction
· Assists and monitor small groups and individuals with IEP's
· Implement behavioral management strategies using the same emphasis and techniques; reports progress
· Attend parent conferences and meetings when appropriate Race Registrar & Race Coordinator
The Balanced Athlete
January 2015 to December 2018
November 2012 – 2017
Desktop Support Technician
Seattle Children's Hospital (through Insight Global) June 2017 to August 2017
· Experience troubleshooting basic networking issues
· Perform software break/fix on Desktops
· Excellent written and verbal communication skills
· Demonstrate good customer service skills
· Work independently and manage time to complete tasks
· Tier 1 and 2 incident management
· Troubleshoot issues related to deployment
Cougar Mountain Trail Run Series-Seattle, WA
September 2013 to October 2014
After 1 year at Microsoft, I was required to take a 100 day break. This occurred just before the holiday season giving me an opportunity to train for a couple of marathons in October 2013 to October 2014. Meanwhile, I have been officiating the timing of several trail races, marking marathon courses for trail races, and sweeping courses at the end of the trail running events for NW Trail Runs and Seattle Running Club. I took a break from IT to do something completely different. Application Development and Test Support Engineer 1 Microsoft (through Collabera)
September 2012 to September 2013
· Help Desk technical support and troubleshooting services to end-users - Tier 1 and 2 incident management trouble tickets generated by testers and developers.
· Created, maintained, and supported virtual test environment for application developers & testers.
· Work with PowerShell, Microsoft Windows Server 2008 & 2012, Apple MAC 10, Active Directory, DNS, DHCP, IIS, WDS, SQL Server 2008 & 2012, Microsoft System Center Operations Manager, Virtual Machine Manager, Hyper-V, and
· Microsoft System Configuration Manager 2012 to deploy updates, images, & applications.
· Troubleshoot image deployments, sessions, report bugs to SDET's for triage, code fixes, and feature enhancements.
· Inventory servers and virtual servers and their respective roles.
· Troubleshoot server hardware issues as they arise.
· Worked with and troubleshoot SQL server 2008 and 2012 extensively. Crystal Report Writer
AceCo Semiconductor (through Volt Technical Resources) January 2012 to May 2012
· Created and integrated approximately 200 manufacturing reports within manufacturing resource planning system using Crystal Reports 10 and SQL Server 2008 running on Windows Server 2008 Platform.
IT Support Specialist
Roman Catholic Diocese of Boise
July 2008 to April 2011
November 2007 – June 2008 Roman Catholic Diocese of Boise (through Volt Technical Resources)
· Support network in Microsoft Windows Forest consisting of 1 root domain, 9 child domains, mixed mode network of 42 domain controllers and member servers running Microsoft Windows 2008, 2003 and 2000 Server Standard and Enterprise edition.
· Manage Organizational Units (OU) in Active Directory via Group Policy,
· Create logon scripts,
· Manage roaming profiles,
· Create and Manage virtual servers via Hyper-V,
· Create custom images and Deploy image on 120 – 240 workstations and laptops using Remote Installation Service (RIS) and Windows Deployment Server (WDS),
· Maintain inventory and budget.
· Provide technical support for clients of Diocese of Boise to meet Service Level Agreements (SLA).
· Manage multiple projects at a number of Roman Catholic parishes in Boise, Idaho, totaling over 650 users.
Network Engineer
Boise Valley Information Systems, LLC
November 2001 to December 2009
December 2000 – 2003 Ellinwood Computing
Prior to 2000 Data Concepts, Orion Development
· Support networks of many clients in Boise, Meridian area and Oregon counties since 1998.
· Prepare and submit project proposal for network and infrastructure upgrade,
· implement and maintain stable network infrastructure, troubleshoot network and hardware problems,
· compile procedures for setup, installation, and configuration of workstations and servers,
· document and inventory entire network infrastructure.
· This includes setup and configuring access to the Internet via routers and firewalls, onsite website hosting, domain name registration, maintaining company websites, and onsite mail server.
· Onsite website and mail server hosted using multi-honed network interface on Windows Server platform, DNS Server, Active Directory, IIS, and Exchange Server.
· Provide DNS, website and mail server hosting service on Linux Fedora platform. Business Analyst/IT Analyst
Boise Valley Information Systems, LLC
November 2001 to December 2009
December 2000 – 2003 Ellinwood Computing
Prior to 2000 Data Concepts, Orion Development
· Manage software development life cycle on several development projects using project proposal, vision document or project plan, use case list and specifications to identify users and process flow, develop pseudo code, and interact with client to get information and feedback into the process to ensure project is on track.
· Identify issues that arise during the project. Develop and maintain project schedules, weekly progress meeting with the client to ensure that progress, issues and assignments were properly addressed.
· Maintain documentation for project.
· Implement group training plans based on documented user, and learning styles.
· Develop feedback mechanisms to gage training effectiveness of training, post training support calls, and feedback.
· Maintain agenda and minutes for all meetings internal and with clients.
· Develop final client report for client, specifying project definition, planning documents, requirements documents, and design documents.
· Tools used to facilitate development process include Microsoft Visio Professional, Microsoft Project 2003, Crystal Reports 10.0 and Database Design Tool (DDT) to interface with Microsoft SQL Server. Programmer/Analyst
Ellinwood Computing
December 2000 to December 2003
Prior to 2000 Data Concepts, Orion Development
· Modified existing licensing and code enforcement application for Department of Agriculture to interface with new system
· Developed web-enabled workflow application to serve legal documents through an Oregon multi-county website/portal (e.g. marriage licenses, County Assessor imaging database, arrest warrants, weekly minutes for County Commissioners). System development achieved using AS400 and Windows Server platform, Lotus Domino Server, Lotus Notes, Java and JavaScript.
· Develop application to interface IBM cash register with AS400 using Visual Basic 6.0
Microsoft
Installed and configured the following:
Windows Server 2023 Enterprise Edition R2, Windows 2023, 2012 Enterprise Edition R2, Windows 2008 R2, Windows 2003 Server, Windows 2000 Server, Windows 2000, Windows 8, Windows Vista Business, Windows XP Professional, Microsoft SQL Server 2023, IIS, Microsoft System
Configuration Manager 2010 & 2012,
Microsoft System Configuration Operations Manager 2023, 2012 & 2008, Microsoft Visual Studio 2012, Microsoft Team Foundation Server, Microsoft Exchange Server 2008, 2003 and 2000, Apple MAC 10 using Parallels hosting Lion Client, Lion Server, Snow Leopard Client, Snow Leopard Server, Netware 4.11, Novell Netware 5.0, Linux Redhat 7.3 and 9.0 as firewall, proxy server, and list server, some AS400, Zenoss,
Team Foundation Server
APPLICATION DEVELOPMENT PLATFORMS
(TFS) 2012
Microsoft SharePoint Server
(version: 2000, 2003, 2008, 2012, 2016, Visual Basic
(version: 2003,2005, 2010, 2012, 2015) .NET, Microsoft Access 2003, Crystal Reports 10.0, Microsoft SQL Server (version: 2003, 2008, & 2012, 2016) C#, SuiteP2, Java Netbeans IDS, JVM, JRE, IBM Domino Web Server, Lotus Notes PROGRAMMING LANGUAGES
C# (version:2024, 2012, 2015), Visual Basic (version 2023. 2003, 2005, 2010, 2012, 2015), Java, JavaScript, Pascal, Cobol, C, C++, Visual Studio (version: 2000, Robotics
Computer Game Design
Cisco Networking A,B,C
Geometry 1 & 2
Algebra 1 & 2
English Literacy
SUMMARY OF QUALIFICATIONS
CTE Teacher – Networking A, B, C (Cisco), Robotics, and Computer Game Design (most recent position) Special Education Paraeducator/Substitute Teacher
Talley High School formerly Secondary Learning Center
· Monitor and support students during independent work or cooperative learning activities
· Teaching Behavior Management
· Work with administration on Individual Educational Planning
· Administer state assessment tests to students
· Participate in conferences concerning student’s progress
· Monitor student progress in instruction
· Assists and monitor small groups and individuals with IEP's
· Implement behavioral management strategies using the same emphasis and techniques; reports progress
· Attend parent conferences and meetings when appropriate Education
MAT Teaching
Western Governors University
2023 to Present
Bellevue College - Bellevue, WA
April 2014
BS in Computer Information Systems
Boise State University
2005
BBA in Production/Operations Management
Boise State University
1995
Skills
• Active Directory
• Operating Systems
• Microsoft Windows
• Microsoft Exchange
• System Administration
• Microsoft Windows Server
• Network Support
• DHCP
• Visio
• IIS
• Java
• Azure
• Oracle
• Computer Networking
• DNS
• ServiceNow
• Help Desk
• Visual Basic
• VPN
• Network Firewalls
• Technical Support
• Shell Scripting
• SCCM
• WAN
• VMWare
• TCP/IP
• SQL
• Linux
• Microsoft SQL Server
• LAN
• Financial services
• Communication skills
• Leadership
• Management
• Project management
• Construction
• Microsoft Office
• VoIP
• Telecommunication
Certifications and Licenses
CompTIA A+
MCP
Substitute Teaching Certification
CCNA
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