Extensive training on installation and support of the Docmanager and Insurance Capture Buffer Systems (ICB), companion software (GUI) for the Veteran Administration's VISTA system for capturing and managing patient medical records and administrative documents. Also supported the Fee Basis Claims System (FBCS), an auditing system which provides tracking, reporting and analyzation of fee claim data. Working in a development environment, installed and configured Microsoft SQL and Cache databases then installed necessary modules and updates from application servers.Customer service support elements include assisting customers with training or technical issues over the phone or connecting to their computers via LiveMeeting or Microsoft Lync, tracking updates in status using SupportWorks and Remedy software. Also includes assisting government IT personnel with support and updating the software on VA servers. A working model of the FBCS and Docmanager/ICB systems installed and maintained on a virtual machine to assist in diagnosing and resolving problems.As a contractor, the position requires government background investigation and clearance for access to sensitive systems, in addition to completion of required annual government courses. VA contractor badge issued.Earned promotion to Senior Support Specialist, additional duties include mentoring of junior personel.Received the DSS Support Services Support Commendation Award for October and December of 2011, achieving an unprecedented perfect 5.0 scores on all returns.

Promoted from Senior Associate in 2000. Also served as Assistant Site Manager in 2005 and Acting Site Manager in 2006 for the Washington Area In-Office Support (IOS) staff. Promoted positive image for the IT Department by forging improved relationships with the Operations, Reprographics and Human Resources Departments in the Baltimore office, resulting in a renewed spirit of teamwork. Reengineered the Baltimore office technical support model after conducting an in-depth analysis of current operational policies and procedures These actions helped to reinforce the existing customer service focus and elevate customer satisfaction ratings. Served as chair of the Washington Area IOS Recognition Committee, a group formed to ensure IT staff members are acknowledged for their achievements by peers and management. Earned five KPMG Appreciation Awards in a two-year period for excellence in customer service and technical assistance.

Provided onsite and remote technical support to approximately 2,000 users at satellite offices in DC and Arlington, VA. Acted as secondary, then primary, Novell Netware administrator for Arlington, VA office. Prepared and delivered group training presentations.Key accomplishments include: Transformed the rotational service window technician position for the DC office into a full-time resource coordinator position. Duties included equipment receipt, ticket routing, customer follow-up and performance reporting. The benefits of the newly created position were improved employee morale, less need for management oversight, more consistent performance and increased customer satisfaction.

Acted as lead technician for complete system rollout at United States General Accounting Office locations across the nation. Determined proper diagnosis and intervention for personal computers and associated peripherals, replacing defective parts.

San Diego, Vallejo, Philadelphia, USS Saratoga CV-60, Orlando Recruiting Command, Norfolk COMOCEANSYSLANT