ANNETTE EPPS

6146 Humpback Whale Court, Waldorf, MD 20603

AEpps1010@verizon.net
(301) 843-7547/C.3/728.9869
Business Objective
A Senior IT Help Desk Technician Professional for hire with over 20
years of experience that will add value to any established IT Helpdesk
and Network Operations Support.
Business Experience
GreenStem Lawn Service, Office Manager, September 2010 - Present
Waldorf, Md
* Assign and regulate clerical and secretarial functions.
Children's National Medical Center, Helpdesk Technician 2, September
2007 - September 2010, Washington, DC
* Responsible for technical telephone consultations and problem
solving to multiple PC and network operating systems at the Tier 2
level.
* Handle problem recognition, research, resolution and follow-up for
user problems. Setup computers for new employees.
* Identify, troubleshoot XP Operating System.
* Install, upgrade, and repair PCs.
* Document technical systems process and procedures using Remedy
Tracking Software.
* Follow up with users on delays/resolutions
* Assist with maintenance of hardware and software.
* Ensure that necessary computer hardware and parts, diagnostic and
repair equipment, and general maintenance supplies are available.
* Assist users with routine application and hardware problems.
* Complete other tasks as assigned by the Supervisor and Lead Tech.
ITEQ Integrated Technologies, Tech Admin, May 2006 - September 2007
Washington, DC
* Responsible for the receiving and assigning client overall
computer issues to the appropriate personnel for a timely
resolution.
* Provide TIER I and some TIER II support for the entire OPM network
environment which consist of 4000+ users
* Often task with assisting local, national and global remote user
with technical issues ranging from connectivity to accessing local
share drives.
* Part of the TECH ADMIN team who primary responsibilities include
creating, modifying and deletetion of LAN accounts, along with
managing user's shares and access levels.
* Currently use Microsoft Active Directory and LANDESK remote tool
to monitor client real time desktop session for the purpose of
resolving users hardware and software issues
* Train new HELPDESK employees on the overall function of the call
center and LAN environment.
Tek Systems/RMCI, Helpdesk Analyst, May 2004- May 2005 Washington, DC
* Contractor for Office of Personnel Management, (OPM). Provide
support and resolve Mainframe connectivity issues using remote
tools[1][Author ID1: at Thu Jul 20 09:54:00 2006 ].
* Test new software[2][Author ID1: at Thu Jul 20 09:54:00 2006 ]
before pushed to clients PC[3][Author ID1: at Thu Jul 20 09:54:00
2006 ]. Provide technical and software support for [4][Author ID2:
at Thu Jul 20 09:50:00 2006 ]Federal [5][Author ID2: at Thu Jul 20
09:50:00 2006 ]Government environment[6][Author ID2: at Thu Jul 20
09:50:00 2006 ].
* Create Reset LAN, GFIS, Mainframe, and VPN passwords[7][Author
ID2: at Thu Jul 20 09:50:00 2006 ]. Load software on Laptops and
desktops for telecommuters[8][Author ID1: at Thu Jul 20 09:54:00
2006 ].
* Provide remote assistance to client's at home adding Citrix or
VPN[9][Author ID1: at Thu Jul 20 09:54:00 2006 ] Create and
maintain LAN and MS Exchange Administration accounts[10][Author
ID2: at Thu Jul 20 09:50:00 2006 ].
* Input and update[11][Author ID1: at Thu Jul 20 09:53:00 2006 ]
tickets in[12][Author ID2: at Thu Jul 20 09:50:00 2006 ] Remedy to
assigned groups[13][Author ID2: at Thu Jul 20 09:50:00 2006 ].
* Load Citrix and VPN on [14][Author ID2: at Thu Jul 20 09:50:00
2006 ]laptops and desktops for commuters[15][Author ID2: at Thu
Jul 20 09:50:00 2006 ]. Uninstall and install software[16][Author
ID2: at Thu Jul 20 09:50:00 2006 ].
Insight Global, Inc., Technical Analyst, December 2003-May 2004
Herndon, VA
* Participated on Deployment Teams at Freddie Mac, General Service
Administration (GSA), American Federation of Teachers (AFT), and
Sunrise Assisted Living, Inc, in upgrading all users' desktops and
laptops to Windows 2000 and XP.
* Installed, configured, and troubleshoot all PC hardware and
software on NT/W2K/Citrix servers, Windows NT/W2K/XP workstations
and laptops, and other peripheral devices.
* Provided Tier II and III hardware and software support for three
to five thousand users.
DCT/Katsar Systems, (Lockheed Martin), Sr. Technical Analyst, May
1998- December 2003
Washington, DC

* Serve as customer service representative for assistance in

computer hardware, software and network problems or inquiries.
* Provide problem solutions based on experience and standard
operating procedures.
* Aided in proposing solutions for second and third level problems;
ensured in smooth operation of communication within the
organization.
* Assisted with the Call Center in providing high quality remote
technical support, troubleshooting problem definition and
resolution.
* Collecting statistical data and other reported data. Provided
input/ feedback to the management team regarding the customer
service environment and new tactics for improving the services of
the Call Center for the FDIC Community.
* Major accomplishments: Appointed as Trainer Coordinator to
 implement procedures for Federal Deposit Insurance Corporation
(FDIC) which resulted in receiving their first Helpdesk
certification.
Senior Technical Support Specialist: FDIC Corporation
* Monitor and assign remedy tickets and reports for CSB Team and
Building Manager.
* Correspond and coordinate work with other CSB Techs located in
VASQ and the DC Sites.
* Assist Lead Tech with daily responsibilities. Performed PC
hardware configuration and setup for new PC deployment for FDIC
users.
* Responsible for the ITAMS database for the FDIC equipment
inventory.
* Corresponded and coordinate with LAN Administrators for Network
concerns and implementation of user equipment to the existing
Network.
Major accomplishment included: Migrated from Windows 95 to XP,
upgraded from Banyan to Ethernet. Promoted to Sr. Technical Analyst

SITEL Corporation, Information System, Computer Support Technician

September 1997-May 199, Herndon, VA
* Assisted and troubleshoot Microsoft, American Power Conversion and
Canon account.
Department of Navy, Naval Investigative Services (NIS), Information
Systems, Computer/System Operator, October 1986- September 1991
Washington, DC
* Maintained DIGITAL VAX Room.
* The IBM AS/400 and the Honeywell DPS-6 computer systems.
* Processed information for worldwide database. Obtain a Top Secret
Clearance from 1986 to 1991.
Operating Systems: XP, Vista, Windows 7
Databases: Microsoft Access, Lotus Notes, Remedy, Heat and Magic.
Hardware: Dell Systems, Gateway, Toshiba, RS/6000, Hewlett Packard,
Compaq, UNIX, IBM/Compatibles, Honeywell/DPS-6, AS/400. CD ROM,
Printers, Monitors, parts such as SCSI/EIDE/IDE hard drives, partition
and Compressed, uncompressed hard drives, and replaced motherboard,
modems, sound cards, NIC cards, databases, Security Awareness.
Network Software: Backups on windows servers, imaging desktop/laptops,
installing/uninstalling printers, software upgrades, Citrix, Windows
Server 2003, Windows NT Server, TCP/IP, IPX/SPX, Ethernet and
Exchange, DNS, Dial up Networking, HP Open view, and NDS, Novell and
FTP, and Novell NW Administration Tools and Enterprise Administrator,
Notify Link, Blackberry Enterprise Server. Office XP, Vista, Windows
7. Symantec and Sophos Antivirus software.
Data Communication Skills: Remote Desktop, Cisco IP Communication,
Remote Desktop Connection, (RDP), SCSI/EIDE/IDE HD, Modems, Sound/NIC
Cards, Familiar with C language (shell scripts) Norton Utilities, PC
Technician, Check-It Pro, F-Prot Modems, PC to Host (IBM Mainframe)
3270 connectivity, Gateways, Ethernet (10 Base-T, Thick and Thin net),
 T1, Token Ring (16 and 4 PS), TCP/IP and cabling Including FDDI,
RJ-45, RJ-11, RJ-12, Hubs and Routers. Other: Air Cards, Open VMS
(Alpha/VAX), Novell NetWare 4.1x and 5.x, UNIX, Microsoft SMS (remote
connectivity), User Manager, Active Directory, MS Office XP. Vista,
Office 2007. Win frame, Metaframe, LAN View, Corel Suite including
WordPerfect 6.2 and 8. ProComm Plus for MS Project; Extra 32, A2B,
Acrobat Suite, Netscape, Internet Explorer; Crystal Reports, ACF2,
RACF, and various in-house applications.
Education
Strayer University Start date: January 3, 2011
Bachelors Degree,
Information Systems
Computer Learning Center September 1996- May 1998
Alexandria, VA
Associate Degree in Computer Science

Professional references upon request

References
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