Skinner, Steven A. (Retired Army)1105 Ft. Clarke Blvd, Apt# 211Gainesville, FL. 32606(618) 792-0606stevenaskinner@msn.com

Security Clearance: Secret

PROFESSIONAL SUMMARY Over 10 yrs experience in Customer Support/Service. Over 10 yrs experience assisting via telephone, email, or ticketing system. Over 10 yrs experience with prioritizing and coordinating work. Over 10 yrs experience documenting and creating “Job Aides” (to be used by Analyst and/or the

Customer if it is an issue that they could resolve themselves but didn’t know how!). Over 10 yrs experience creating or assisting in the creation of reports to be used to obtain

Metrics and build Knowledge Base databases. Over 20 yrs experience with supervising others. Over 30 yrs experience working with every Military Service Branch! Manage User accounts via Active Directory and Enterprise Directory Management System

(EDMS), creating accounts, modifying permissions, and transferring user accounts. Work with LAN/WAN networks, mid-range servers, government furnished equipment, personal

computers, operating systems (Microsoft/Oracle/Unix), and Web applications. Manage software changes, install software and anti-virus updates, support integration of new

applications and tools, maintain documentation and reporting to customer of software problems from users or field systems administrators.

Manage Mobile Devices (Android, iPhone, iPAD) accounts. Trouble shoot device connectivity and application errors. Assist users with the setup and installation of profiles, operating system upgrades, and software updates.

Problem solving using structural design techniques, data system design and development, and error recovery and security.

Suggest improvements in computer help desk processes and operations; provide advice, guidance and direction to other help desk technicians with complicated user questions/requests.

EDUCATION / TRAININGCertification, ITIL Foundation v.3 2011Certification, Net+ 2007College Diploma, Carpentry, GPA 3.25, Robeson Community College, Lumberton, N.C., 1984

TRAININGSoftskills, 2014Interpersonal Communications Skills Course, 2003Advanced Leadership and Management Development Course, 2000Graduate School United States Department of Agriculture (Value of Diversity), 1999Information Systems Operator Analyst Course (Honor Graduate with 98.91% academic average), Ft. Gordon, GA., 1998Oracle Discoverer Administrator Course, 1997Oracle Discoverer End User Course, 1997Certificate of Training (Training and Mobilization Management), 1997Seven Habits of Highly Effective People (Steven Covey), 1996Leadership and Management Development Course, 1992Introductory Leader Development Course, 1988Motor Transport Operator Course, 1985Advanced Skill Training, 1984

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TECHNICAL SKILLS Active Directory Enterprise Directory Management System Dameware Utilities Remote Desktop Assist/Remote Desktop Protocol Remedy Ticketing System F-Secure SSH Client Virtual Network Computing (VNC) Microsoft Office Apps 97 – 2010 Microsoft Windows OS 98 – 2007 Wireless Devices (Androids, iPhones, iPADs)

PROFESSIONAL EXPERIENCEIntelligent Decisions, Ashburn, VA (Gov Contract with USCG) Aug 2011 – May 2015Tier I/II Help Desk Analyst

Provided 24/7 support to over 85,000 members of the US Coast Guard. Manage user accounts utilizing Active Directory and Directory Management Tool. Creating, modifying, and deleting users as required; ensuring users are members of proper groups and assigned permissions as required.

Support provided via telephone, email, and within the USCG’s ticket reporting system CGFIX-IT (Remedy). Maximize efforts to sustain a high volume of First Contact Resolution (FCR) on all issues reported by users.

Manage Mobile Devices (Android, iPhone, iPAD) accounts. Trouble shoot device connectivity and application errors. Assist users with the setup and installation of profiles, operating system upgrades, and software updates.

When required, escalate user issues to outside agencies when beyond the capabilities of the Centralized Service Desk. Monitor and update users with current status of reported issues.

Maintain and update job aides for known issues and create new job aides as required for newly identified issues.

INTECON, LLC., Denver, CO (Gov Contract with USA) Mar 2011 – Jun 2011andTapestry Solutions, Inc., San Diego, CA (Gov Contract with USA) Feb 2006 – Jul 2010Tier I/II Help Desk Specialist

Service Dell Blade servers on a daily basis; continuously monitor feeds into DFG and destinations folder; monitor network and connectivity issues; enter, track, and resolve trouble-tickets, problem diagnosis, user assistance, user and maintenance documentation, and systems performance evaluation.

Manage software changes, install software and anti-virus updates, perform virus detection/eradication, support integration of new applications and tools, conduct routine file back up for user and systems data, develop and maintain recovery tasks, maintain documentation and reporting to customer of software problems from users or field systems administrators.

Maintain all files, monitor systems performance and all data feeds; maintain user and administrators log, and provide ad-hoc or periodic reports as well as monitor data destinations and provide real time visibility on system performance, timeliness and connectivity.

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CGI, Dumfries, VA (Gov Contract with USMC) Aug 2010 – Mar 2011Tier I Help Desk Analyst • Responsible for providing help desk support to users of custom USMC applications via phone, e-mail, and using a proprietary trouble ticket tracking system. • This position also required research and analysis functions, compile specified research and data, and interpret basic research data. • Responsible for weekly reporting of open/closed tickets.

BAE Systems-IT/GES, Herndon, VA (Gov contract with USAF) Dec 2005 – Feb 2006Tier I Help Desk Technician

Primary point of contact to respond to user questions and requests for support regarding hardware, software, and network configuration/operations including logging on, accessing data systems and associated applications on the servers.

Forward complex content or communications-related questions to appropriate Tier II Technicians. Follow up to ensure user questions have been adequately answered; maintain documentation of problem

calls, resolutions and disposition. Suggest improvements in computer help desk processes and operations; provide advice, guidance and

direction to other help desk technicians with complicated user questions/requests.

Digital Consulting Services, Scott AFB, IL (Gov Contract with USAF) May 2005 – Dec 2005 Tier I Help Desk Analyst

Primary point of contact to respond to user questions and requests for support regarding hardware, software, and network configuration/operations including logging on, accessing data systems and associated applications on the servers.

Forward complex content or communications-related questions to appropriate SME POCs. Follow up to ensure user questions have been adequately answered; maintain documentation of problem

calls, resolutions and disposition. Suggest improvements in computer help desk processes and operations; provide advice, guidance and

direction to other help desk technicians with complicated user questions/requests. Work with network, mid-range servers, personal computers, operating systems (Oracle/Unix/Microsoft),

and Web applications.

U.S. Army, Scott AFB, IL. Aug 1984 – Oct 2004Information Systems Operator-Analyst, Aviation Operations Specialist (SFC/E-7 Retired)

Perform duties requiring working knowledge and understanding of microcomputer software, operating systems, software utilities, assembly/disassembly of microcomputers, data communications, local area networks (LANs), problem solving using structural design techniques, data system design and development, and error recovery and security.

Responsible for hardware maintenance; software configuration and updates of 60 work stations. Supervise a small flight operations activity consisting of 5-12 subordinates; schedules aircraft missions,

dispatches aircraft, and performs associated administrative duties; plans and schedules work assignments.

Supervises work of subordinates and instructs/train them in proper work techniques and procedures; reviews, consolidates, and prepares technical, personnel, and administrative reports.