JENNIFER L. WALTERS4045 W. Dover Dr Meridian ID

(520)269-0335 Email: jenn.walt@yahoo.com

IT SUPPORT SPECIALIST Hardware/Software Installation ~ Troubleshooting & Fault Resolution ~ Maintenance ~Computer

Network Design& Operations Administration ~ Security Maintenance ~ Backup Recovery ~ Remote Access ~ Wireless Installation ~ Router/Firewall Installation, Troubleshooting, Repair & Upgrade ~

Team Management & Development

Established track record with 15 years of military experience in helping the organization to efficiently use their networks; ensuring that the design of an organization's computer site allows all of the components, including computers, the network, and software, to fit together and work properly. Also monitor and adjust the performance of existing networks and continually survey the current computer site to determine future network needs; as well as troubleshoot problems reported by users and by automated network monitoring systems and make recommendations for enhancements in the implementation of future servers and networks.

BS Healthcare Management Proven ability installing workstations, printers, scanners and peripheral equipment in a

safe and careful manner. Advanced ability (building and configuring machines, hardware troubleshooting). Strong communication and people skills, both written and verbal. Fantastic ability to learn new material quickly. A solid understanding of networking fundamentals and security. Ability to maintain a reliable and methodical approach to support and documentation. Uncommon ability to work independently and as part of a team. A proven record of reliability, the ability to perform under time  constraints, and good

judgment under pressure.

AWARDS Non-Commissioned Officer of the Quarter ~ 2004

FUNCTIONAL EXPERIENCESystem Administration

Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs.

Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommends resolutions to complex matters of significance and coordinate the implementation of the approved course of action.

Coordinate and monitor troubleshooting to isolate and diagnose common system problems: document system events to ensure continuous functioning. Recommend course of action and implement as approved.

Coordinate testing, upgrade and configuration of system files and services. Ensure changes are in accordance with appropriate operating procedures.

Utilize standard corporate tools to record changes, service requests, and problem activities for tracking purposes.

Service Desk Support Prioritize and escalate calls based on knowledge of the business impact of the reported

problems. Resolve as many calls as possible where these are related to the standard packages deployed

in the workstations and servers. Carry out fault resolution for any PC, data or related problems. Carry out hardware and software implementations as agreed.

Customer Relationship Management Receive fault and information request calls from the customers. Ensured fault resolution on

point of contact, or passing the call to the most appropriate person for resolution. Monitor the progress of the call from inception to resolution. Keep customers informed of the progress of their queries. Escalate calls using predefined procedures where the resolution falls outside agreed targets.

CAREER HISTORY

SHEPPARD AIR FORCE BASE, TEXASInformation Protection ~Jan 03 – Oct 03

Key Responsibilities: Administered a full range of Information Assurance (IA) disciplines to include Computer

Security, Network Certification and Accreditation, Emission Security, Information Assurance Assessment, Telecommunication Monitoring and Assessment Programs.

Provided accreditation guidance and advice to Designated Approving Authorities for classified and unclassified networks.

Interpreted IA directives and policies. Conducted training programs and one-on-one assistance to users. Inspected programs to ensure IA compliance.

Functional System Administrator ~ May 04 – Jun 06 Key Responsibilities:

Responsible for day-to-day operation of wing command section and wing staff agency local area network.

Monitored network advisory and Air Force Computer Emergency Response Team messages. Repaired or replaced computer hard drives, network cards, cables, and other associated

system components. Major Achievements:

Ensured proper computer security procedures and software for over 200 network users. Installed, configured, troubleshot and repaired computer workstations for over 200 users in

five facilities.

COMMUNICATIONS/ COMPUTER SYSTEMS OPS CRAFTSMANHelpdesk Technician ~ 2002-2007

Key Responsibilities: Supervised 4 technicians. Provided status reporting for 3 network work centers. Processed customer trouble calls and provided customers with after-hours support. Maintained a trouble ticket database using the Remedy Action Reporting System. Generated trouble ticket status reports. Coordinated problem resolution meetings with other base agencies. Monitored real-time network status. Responded to security vulnerabilities, network faults, and system outages. Notified users of events affecting network reliability.

Major Achievements: Guided 100 Functional System Administrators (FSA) and 226 Client Support Administrators

(CSA) by providing technical advice and solutions for computer issues. Created, deleted, and maintained 8,700 user accounts and 10,000 email accounts with Active

Directory.

AMERICAN COMPUTER SERVICES, Landstuhl Germany. On-site Desktop Support Technician ~ Nov 2007- Dec 2009

Key Responsibilities: Provided on-site customer support for PC desktop, workstation, servers or network

infrastructure services that are coordinated with the DoDDS-E Customer Service Support Center (CSSC).

Coordinated hardware warranty support that may require replacement of defective parts or installation of new parts.

Performed workstation configuration changes or operating system updates , image /re-image workstations, install and configure software on workstations, rotate data backup tapes or other data storage media, report server console error messages .

HEWLETT-PACKARDDesktop Support Technician ~ Oct 2010-Jun 2012

Key Responsibilities: Provide hardware and software support for the Navy/Marine Corps computer systems,

peripherals, and printing devices. Ability to install, configure and troubleshoot various software and hardware. Maintain servers and local Microsoft Windows system. Capable of Creating and maintaining user accounts in Active Directory. Troubleshoot network connectivity issues on Dell workstations and laptops. Perform system administration services to include file servers, blackberry users, LAN/WAN,

active directory, and exchange accounts.  Receive and resolve trouble calls, interfacing with users, identifying and resolving problems,

escalating unresolved trouble tickets (Remedy ticketing system) as appropriate and track calls.

Provide local and remote desk support

HEWLETT-PACKARDDesktop Support Technician ~ Apr 2014-Dec 2014

Key Responsibilities Independently review, implement, and verify changes/solutions of moderate

complexity and risk to meet customer and/or trade/HP Information Technology (HPIT) infrastructure needs within area(s) of technical responsibility

Balance internal needs with customers and/or internal businesses/end user’s needs within defined parameters

Escalation Management: identify potential escalations and alert management proactively