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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx ,
xxxxx 00000
Phone: 804-814-3808
Email: abc@xyz.com
U.S. Citizen
SSN: xxx-xx-xxxx
Veteran s Preference:
Clearances:
Job Announcement Number: 16CE1-ITX0101-2210-9/11-J
Job Title: IT Specialist
(System Analysis/Application Software)
Department: Department of
the Treasury
Agency: Internal Revenue Service
Core Competencies
Customer Service, Technical Support, Data Collection, System Malfunctions, Escalation, Software Repair, Hardware Repair, System Repair, Remote Access
Professional Experience
06/2011-Present
Internal Revenue Service (IRS) Richmond, VA
Salary: $58,793
Hours: 40/week
Supervisor: Valerie Dugdale; Phone: 304-579-6228; Contact: Yes
Information Technology Specialist (Customer Support)
Demonstrate stellar listening, verbal communication and interpersonal skills as well as technical competency to assist customers.
Answer telephone calls from taxpayers and work to resolve their technical issues.
Diagnose problems in tickets submitted to the KISAM Database System.
Escalate tickets to the appropriate groups and service providers with documentation.
Identify and resolve a variety of hardware and software issues related to setup; data collection; inventory control; system malfunctions or failures; power up/down; file backup and recovery; testing; and telecommunication activities.
Use standard operating procedures, IRS manuals, established policies, Find-IT, Sharepoint sites and the KISAM knowledge Base system to assist in resolving technology-related issues.
Provide users with estimated problem resolution times.
Instruct users how to connect via Ethernet cables, USB cords, speaker wires and headphone jacks.
Help users with E-fax installation and user information.
Reset and unlock voice mail systems via the nationwide CMS/VMS application.
Yyyyyy x. yyyyyy Page 2 of 5
Professional Experience (continued)
06/2011-Present
Internal Revenue Service (IRS) Richmond, VA
Salary: $58,793
Hours: 40/week
Supervisor: Valerie Dugdale; Phone: 304-579-6228; Contact: Yes
Information Technology Specialist (Customer Support)
Educate customers verbally and in writing how to obtain IT services and equipment.
Provide self-help tools and documents such as Password Management, Knowledge-based articles from KISAM, Find-It, and the software website.
Remotely access end user computers using software such as Tivoli, Remote Tools Console, PC Anywhere and Office Communicator, and install software, printers and drivers via remote desktop.
Install software such as ERAP, Adobe, JAVA and database and phone monitoring software such as Custom View Director.
Request signals from servers to confirm if there potential service-wide outages.
Recommend corrective action for corrupted software and broken hardware.
Learn fax installation, testing and telephone configuration after shadowing a Network Specialist.
Contribute to group chat sessions as a means of resolving technical issues for end users.
Volunteer for additional duties to help local deskside technicians with moving inventory.
06/2010-06/2011
Internal Revenue Service (IRS) Richmond, VA
Salary: $XX,XXX
Hours: 40/week
Supervisor: Jeannie B. Thomas; Phone: 804-916-8408; Contact: Yes
Tax Examining Technician
Analyzed basic tax audit cases such as determining employment taxes and inclusion of all income like interest income and prior year s tax state tax refund, if applicable.
Secured each taxpayers information, including taxpayer name, address and taxes previously paid for the year(s) under audit.
Used the RGS system to generate a deficiency note to the taxpayer.
Reviewed each case to ensure proper closing procedures were followed by the Examiner.
04/2008-06/2010
Internal Revenue Service (IRS) Richmond, VA
Salary: $ XX,XXX
Hours: 40/week
Supervisor: Jeannie B. Thomas; Phone: 804-916-8408; Contact: Yes
Secretary, International Technical Services Group
Provided secretarial support for the International Technical Services Group.
Built and maintained positive relationships with the Richmond Technical Services Group.
Opened all mail, correspondence and cases other than confidential management-only envelopes.
Trained a new secretary on best practices of daily operations.
Routed short statute cases, taxpayer checks, amended returns, agreements and statute extensions promptly to a reviewer in charge of a specific case file.
Yyyyyy x. yyyyyy Page 3 of 5
Professional Experience (continued)
04/2008-06/2010
Internal Revenue Service (IRS) Richmond, VA
Salary: $ XX,XXX
Hours: 40/week
Supervisor: Jeannie B. Thomas; Phone: 804-916-8408; Contact: Yes
Secretary, International Technical Services Group
Assigned cases using the Integrated Data Retrieval System (IDRS), Examination Records Control System (ERCS) and Reports Generating Systems (RGS), and also used Form 3210 for document control.
Used RGS to update incoming cases to the assigned Examiner, Tax Compliance Officer (TCO) or Revenue Agent (RA).
Ensured confidentiality of taxpayer records by securing taxpayer checks in a locked receptacle.
Followed guidelines of Operation Red to ensure taxpayer files and documents were shipped in double wrapping.
Inputted time and attendance using the Single Entry Time Reporting (SETR) system.
Ordered supplies using the Request Tracking System (RTS).
Reconciled invoices to ensure credit card account was paid promptly, according to the guidelines.
Printed monthly manager inventory reports, including the 895; Statute Alert forms; and Individual Inventory List.
08/2005-04/2008
Hampton City Schools Hampton, VA
Salary: $XX,XXX
Hours: 37/week
Supervisor: Sharon R. Davis; Phone: 757-727-2416; Contact: Yes
Administrative Secretary II, Special Education Department
Provided direct administrative support to a Special Education Program Coordinator and the Special Education Department.
Maintained the supervisor s electronic calendar and scheduled appointments and meetings.
Communicated effectively with students, teachers, parents and administrators in person, over the telephone or via email.
Trained an incoming Information Systems Processing Specialist on best practices of operations.
Displayed strong writing skills to draft and edit letters and reports.
Researched school databases and
coordinated with personnel in the Social Work Department to determine the
whereabouts of absent special education students.
Prepared documents to request the purchase of office supplies.
Maintained a database of more than 800 special education student records.
02/1999-08/2005
Hampton City Schools Hampton, VA
Salary: $XX,XXX
Hours: 37/week
Supervisor: Carolyn Herbert; Phone: 757-727-2000; Contact: Yes
Information Systems Processing Specialist
Yyyyyy x. yyyyyy Page 4 of 5
Professional Experience (continued)
02/1999-08/2005
Hampton City Schools Hampton, VA
Salary: $XX,XXX
Hours: 37/week
Supervisor: Carolyn Herbert; Phone: 757-727-2000; Contact: Yes
Information Systems Processing Specialist
Provided technical assistance to colleagues having difficulty importing and exporting data.
Explained new data collection procedures, including providing suggestions to the Department of Education to improve collection of information.
Prepared documentation to purchase office supplies for personnel located at off-site locations.
Maintaining a database of 3,300 active students and generated data for a number of reports.
Provided statistical data to
outside agencies and students per governing regulatory procedures.
10/1996-02/1999
Hampton City Schools - Hampton, VA
Salary: $11,246
Hours: 35/week
Supervisor: Sherry Holt; Phone 757-727-2000; Contact: Yes
Library Technician, Library Media Services
Displayed strong administrative skills to electronic processing new library books and materials, including ensuring the accuracy of spine labels placed on books.
Ensured books were wrapped in protective book wrapping.
Helped with annual computer inventory of books and materials.
Awards
Performance Award
Individual Time-Off Award; earned October 18, 2015
Performance Award; earned February 22, 2015
Education
Excelsior College Albany, NY
Degree: Bachelor of Arts
Major: Liberal Arts
Earned: 05/2010
GPA: 2.6 / 4.00 scale
Thomas Nelson Community College Hampton, VA
Degree: Associate of Arts
Major: Office Systems Technology
Earned: 05/1997
GPA: 3.0 / 4.0 scale
Yyyyyy x. yyyyyy Page 5 of 5
Specialized Training/Certificates/Licensures
Cisco IINS 2.0: Introducing
Networking Security Fundamentals, 3/2015
Cisco Secure 1.0: Deploying Network Address Translation, 3/2015
Comp TIA A+ 220-802 Optimizing Windows, 3/2015
Comp TIA A+ 220-802 Introducing Microsoft Windows, 3/2015
Introduction to IT Project Management, 5/2014
Optimizing, Securing, and Sharing Access 2010 Databases, 3/2014
Integrated Procurement System (IPS) Requisition Training, 4/2013
Cisco ICOMM 8.0: RTMT, Monitoring Voice Mail and the Disaster Recovery System,
3/2013
3G Communication Systems, 3/2013
Telecommunications Industry Overview, 10/2012
Introduction to Project Management, 5/2011
Microsoft SharePoint, 5/2011
Basic Computer Skills for E-Help Desk, 2/2011
Creating Accessible Web Applications Using ASP.NET, 2/2011
Languages
English.
Computer Skills
Windows and Macintosh operating systems.
Microsoft Office (Outlook, Excel, Word, PowerPoint) and Access.
WordPerfect, FileMaker Pro and Entourage.
Internal Revenue Service systems: KISAM, IPS, SETR, IDRS, ERCS and RGS.
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