Ellen Schaefer Email & Phone Number

Oak Harbor, Wa, Us

Oak Harbor, Wa, Us

Reston, Va, Us

• Provide mid-tier end user support services to approximately 37,000 USACE customers located throughout the Continental United States (CONUS) and Outside the Continental United States (OCONUS).• Troubleshoot and resolve tickets forTier 1/2 issues for end users of USACE's internal infrastructure as well as applications and systems owned by USACE.• Update and maintain a knowledge base for investigating, diagnosing, and resolving Tier 1/2 incidents.• Monitor and track the status of all submitted incidents, problems, and changes, including cases

Mclean, Va, Us

o Administrative – Provided support to managers, clients, and fellow employees. o Remedy Enterprise System (ITSM) – Application used to organize, coordinate, troubleshoot, track, and resolve IT related tickets. o Active Directory (AD) – Used to modify/create user/computer accounts to facilitate the interconnection between network and device.o DHCP – Worked with DHCP Management to verify, edit, and modify the assets associated to the IPs on the network. o Printer Managment – Worked with print management to make create distributed printers for users to access to, with drivers associated for ease of use. o Server Management – Worked with and patched servers to maintain a secure and effectual network environment.o Computer Maintenance and Troubleshooting – Enforced proper required updates for computers on and off the network. o Asset Inventory – Ordered and documented required IT related TRANET equipment. o ACAS – Tool used to monitor system compliance with required patches and security.o Altiris – Tool used to implement patches, software, and images to workstations across the network. o Workatation to VDI migration – Worked to migrate site from physical workstations (thick clients) to a VDI environment.o VMware Horizon – Work with VMware to control and manage accounts and processes on the VDI system.

Chicago, Il, Us

Provides second line support assistance to client employees at WhidbeyHealth Medical Center. Addtional duties:o Active Directory – Used to modify/create user/computer accounts for network access. o Computer Maintenance and Troubleshooting – Perform imaging, installation, configuration, deployment, and desktop related projects. Troubleshot IS supported software and hardware.o Ticketing System – Work with ticketing system to coordinate, track, troubleshoot, and document IT related tickets/incidents/work orders for clients.

Hanover, Md, Us

Temporary short term contract for TEKsystemso DoD Windows 10 Migration – Institutionalized Windows 10 Pacific theater wide across Marine bases in Okinawa, Japan. Monitored, troubleshot, and maintained Windows 10 related incidents. o Client Relations – Led clients through necessary procedures in support of DoD wide Windows 10 migration. Extending further assistance to clients for additional support through the ensuing procedures and policies.

Atlanta, Georgia, Us

Temporary short term contract for Insight Globalo DoD Windows 10 Migration – Coordinated and helped facilitate the DoD wide Windows 10 migration across Marine Base Camp Pendleton, California. Refreshed, maintained, and troubleshot Windows 10 related incidents and errors.o Client Relations, Support, and Guidance – Guided Clients through Windows 10 migration process, offering support and guidance through necessary procedures and policies.

Randolph Afb, Tx, Us

Client Systems Specialisto Administrative – Provided support to managers, clients, and fellow employees. Maintained general office needs and activities. o Remedy Enterprise System 6.0 and 8.1 – Application used to organize, coordinate, troubleshoot, track, and resolve IT related tickets. o Active Directory – Used to modify/create user/computer accounts to facilitate the interconnection between network and device. o Work Order Management (WOM) – Application used to coordinate and acquire approval for requests of new IT related equipment/set-ups. o Client Relations and Support – Provided guidance and support for clients, including coordination, advice, and resolution and documentation of issues. o Computer Maintenance and Troubleshooting – Enforced proper required updates for computers on and off the network. Troubleshot logical and physical issues involving the computer. o Asset Inventory – Approved and ordered required equipment. Documented, distributed, and tracked equipment within command control. o User and System Compliance – Tracked and enforced user and system required compliance. o Personal Wireless Communications Systems (PWCS) functions – Commercial device distribution and coordination. Tracked associated assets, required and tracked user related training.o Information Management and Assurance – Tracked, enforced compliance, and documented required user training to minimize potential user error.o Cryptographic Client Device Maintenance – Helped coordinate, troubleshoot, and install TACLANES. Associated certificates to appropriate tokens for users to access the network.