Charlotte Walters Email and Phone Number

- Receives calls from NOC customer base. - Open Remedy trouble ticket and processes ticket IAW site  work instructions. - Create FAVES (FAA) conference bridge reservations (training on performing this task will be provided). - Review and update remedy tickets with  latest status and when verified trouble is corrected close ticket. - Monitor alarm system and escalate to oncall engineer as directed in work instruction.

Unlock classroom doors to be used. Assist College/University professors with computer and projector problems. Secure classroom and Center doors at the end of evening classes.

Responsible for maintenance and operations on all non-base network personal computers, muftifunctional printers, internal servers, switches/routers, wireless services, patio sound systems, and other peripherals critical to proper function of Scott AFB Education & Training systems.

• Assisted in the development and maintenance of standard operating procedures for the department. Answered Johnson Controls Business Help Desk phone outside normal business hours. • Determined nature, priority, and support responsibility of the call, and provided requested support if within operational scope.• Ensured all safety and security policies and procedures were adhered to within the Data Center, providing for and enforcing the physical security requirements of the space. • Coordinated functions and activities between primary Data Center and remote Data Center facilities. Assisted in site preparations, installation, and set-up of computer systems and Data Center equipment. Performed related work as assigned.• Performed PC migrations from Windows XP to Windows 7 utilizing SCCM. Assisted with data migration from old to new systems. Performed troubleshooting of issues caused by the migration to a new OS.• Prepared for automated migrations and troubleshooting of failed automated migrations.• Manually installed required software not included in the migration processes.• Educated users on the differences in the processes of using the new versus old OS and updated software packages. Answered frequently asked questions.• Gathered and prepared old, off lease hardware to be returned to vendor. Wiped hard drives utilizing Wipe Drive Pro. • Maintained and documented the flow and transfer of hardware and software inventory

• Functional Area Communications and Computer System Manager (FACCSM), first line contact supporting 200+ personnel in multiple locations. Identified problems on classified and unclassified computer systems, resolved minor problems and worked with USTRANSCOM network shop to resolve more complex problems.• Coordinated computer replacements with Computer Equipment Replacement Program Office (CERP). Worked with Dell desktops/laptops, HP desktops/ printers/plotters, IBM laptops, and Blackberry cellphones.• Submitted and tracked Cyberspace Infrastructure Planning System (CIPS) requests.• Gatekeeper duties consisted of updating information on the USTRANSCOM Web Portal.• Provided on-the-spot training to office members for software including Microsoft Office XP/2007 to include Outlook, authoring how-to documents for self-help.• Acted as escort for migration team for mass computer upgrade and migration from Microsoft Windows XP to Windows 7, assisting users with network access the morning after the migration• Planned and coordinated multiple office moves (200+ personnel, workstations, and printers) with minimal to no downtime for users.• Managed network accounts via the Automated Account Request System (AARS).• First line contact for all telephone issues.• Equipment Custodian, kept an up-to-date inventory of 500+ computer related equipment in multiple offices, turning old equipment in to Equipment Control. Performed annual physical inventory of equipment in the local and remote locations.

• Imaged laptops and desktops with Windows XP using GhostCast.• Assisted the deployment team to deploy PCs to HQ offices and remote sites.

• Managed incoming calls and responded to client requests; logged and tracked inquires to comply with customer services statistics. Tracked incoming calls with Vantive Software. Resolved the client’s issue about 90% of the time, worked with second tier support to resolve further user issues.• Provided technical support for 180,000 end users as required for Dell and IBM desktops and laptops, and software. Utilizing an in-house knowledge base to help troubleshoot issues.• Walked users through troubleshooting problems with dial-up and VPN network data connections and drives. Worked with the LAN support team to resolve network issues.• Used SMS, Remote Administrator, RaUtil & NetMeeting for remote access to client’s computers for troubleshooting and granting temporary admin rights.• Used Active Directory for user network password reset, verifying client’s employment date and/or birthday.• Worked with Windows 2000 and XP, assisted clients with interface issues, as well as various security issues, installing/uninstalling software, providing guidance on the functionality of the system. Determined whether or not the desktops or laptops would need a service call by performing basic troubleshooting with client.• Supported HP LaserJet printers, walking clients through basic troubleshooting, referred service calls to hardware break/fix.• Analyzed and resolved application issues with Office XP (Word, PowerPoint, Excel, and Access).

• Performed network and system administration duties, i.e. VPN, WatchGuard firewall, Cisco routers, servers running Windows 2000 and Linux, workstations running Windows XP and Windows 2000, user accounts, Intranet.• Packaged, zipped, and pushed MobSim@ and SimViewer@ version software executable and support files to the Alion Science Product webserver.• Maintained, identified, and troubleshot networking devices and infrastructure listed above• Created HTML Help file using HTML Help Workshop.• Scheduled/ran backups on servers

• Applied for and imported IPSec Certificates for each of two terminal servers positioned at twelve different Air Force bases.• Created and worked Remedy Trouble tickets for Air Mobility Command, working with Workgroup Managers (WGMs) and individuals for resolution.• Reset user passwords and Id’s.• Helped in the completion of numerous checklists to ensure quality and timeliness of repairs.• Assisted Technical Writer in the completion and correctness of documentation provided to all users.• System Administrator for NT and Windows 2000.• System Administrator for Exchange 5.5 and Exchange 2000 for a multi-base consolidated e-mail migration.• Installed, maintained, tested, and debugged system software programs, developed instructions for use of operating system software, and modified/maintained system software packages via releases and utilities from manufacturers.• Troubleshot PCs’ network, hardware, and software problems and provided technical assistance for WGMs.• Provided network and application support for a 10,000+ user Novell NetWare 4.1/WindowsNT 4.0/Windows 2000 network.• Converted Defense Messaging Service (DMS) installation documentation of two consecutive versions for readability by WGMs.• Engineered highly complex software such as may relate directly to operating systems, their performance, or devices controlled.• Evaluated existing operating systems software and recommended changes.• Performed System Administration for 375AW/CG and HQAMC.• Configured, installed and set up PCs on the network/domain.• Managed user accounts.• Provided training/support for users in the use and functions of the CIW application and facility software.• Developed formal User Manuals for the training of CIW and Note Writer.• Performed system administrator duties on UNIX based servers.