Computer Equipment Analysis, Project Lead, Installing/Updating Asset Manager, Team Collaboration, Personnel Training, Research, Large-Scale Updates, Ticket Coding, Request Resolution, SharePoint, Data Extraction, Importing/Exporting Information, Report Authorship, MS Office 2003/2007/2010, Pivot Table/Charts/Graphs Development, Windows 98, Windows NT/XP/7 Operating Systems

December 2016 Present

Internal Revenue Service

San Jose, CA

Hours Worked per Week: 40

Salary: $91,580 Annually

Series: 2210 Pay Plan: GS Grade: 11

Supervisor: Lavonda Hilbert Phone xxx-xxx-xxxx May Contact

IT Specialist Computer Equipment Analyst

Effectively lead enterprise-wide installing, updating and troubleshooting of Asset Manager software used in Logistics Management; skillfully research/input daily inventory updates. Designed database utilizing Field 1 entry that created 15,000+ entries and assisted management in tracking equipment that has been refreshed.

Collaboratively interface with team to mark equipment in transit once shipped from depot; analyze/complete large-scale updates and successfully produce report by manipulating fields and setting filters to perform needed searches using multiple criteria. Continually train colleagues on conducting searches/updates and developed usage instructions.

Serve as Service Manager and work with tickets in the Ogden and Approval ticket queues; code tickets prior to order processing of requests which can include break fixing, machine refreshing and EIP drives. Serve as backup for queue activities/requests, particularly during time of peak activities; record work in SharePoint. Develop tickets and send relevant weekly reports to team leads. Develop spreadsheets using MS Excel and regularly train colleagues on methods for exporting/importing information from the service manager.

Page 1 of 3

Yyyyyy x. yyyyyy Page 2 of 3

Utilize SharePoint on daily basis; interpret/create views and open/update items. Skillfully interpret multiple library of instruction, often adding/updating information. Gather/present information from tracker regarding tickets and develop report for management/team leads. Primary report is named Pipeline Reporting which gives instant overview of tickets worked for management review and indicates status as well as equipment shipped from Ogden depot and the project code used. Hold responsibilities for exporting information from the Ogden and Austin queue tracker.

Skillfully employ MS Excel to develop reports, pull data from service manager, asset manager and tracker and sort information using pivot tables to give requestor clear view of needed information. Expertly prepare/present findings and develop recommendations on resolving issues in reports using pivot tables/charts/graphs as requested.

Also utilize MS Access daily to compare data from MS Excel spreadsheets; provide immediate assistance to requests regarding comparing groups of machines to current inventory.

December 2002 December 2016

Internal Revenue Service

San Jose, CA

Hours Worked per Week: 40

Salary: $81,554 Annually

Series: 2210 Pay Plan: GS Grade: 11

Supervisor: Alex Chan Phone: 510.637.3637 May Contact

IT Specialist

For the Oakland Territory of Northern California, Oregon, Washington State and Hawaii, skillfully led enterprise-wide projects, including training, for the Qmatic and Taxwise programs for walk-in offices. Directed the Admin Install field testing in the San Jose office for the 2009 version prior to its release, with responsibilities for ticket resolution, monitoring the systems and identifying any day-to-day performance deficiencies/service degradation/capacity issues. Developed recommendations and took corrective actions concerning hardware/software/configuration standards/equipment/line malfunctions. Also dealt with down time, response time, software inadequacies, network systems, printers and security compliance problems.

Diligently researched warranty and user profiles and refreshed desktops/laptops including upgrading profiles; performed all moves and upgrades seamlessly with no interruption of service or applicability for end-user. Highly proficient in use of main IRS applications, including installing/troubleshooting IMS, ICS, RGS, Qmatic, Taxwise and Contact recording. Served as desktop support coordinator during moves of Modesto and Salinas TAC offices as well as restacking at San Jose office. Responsibilities included taking down laptops/desktops/printers and re-assembling, managing new IP assignments and any configurations for programs that would be affected by IP changes. Ensured updating of all equipment, verified inventory and assured acceptance of configuration changes.

Yyyyyy x. yyyyyy Page 3 of 3

Additional taskings included Bay Area TSR with responsibilities for Large Case sites including proper equipment, servers and network printer configuration, and providing assistance to vendors on setting up VPN network. Led, planned, coordinated and advised on work efforts including developing written/oral communications for all involved individuals to ensure proper customer service and support. Served as sole desk-side employee and resolved multiple issues at offices in San Jose, San Mateo, Modesto, Salinas and other Large Case Sites.

Computer Learning Center

CBSNA Program, San Jose, CA, 1997-1999

Computer Business Systems and Networking

MS Office Suite

United States Marine Corps, 1988-1992

0351 Infantry Anti-Tank and Demolitions

8151 Security Forces