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Yyyyyy x. yyyyyy

 

0000 xxxxxx xxxx , xxxx , xxxxx 00000

xxx-xxx-xxxx

Email:  Abc@xyz.com

Country of Citizenship:   USA

Social Security Number:  XXX-XX-XXXX

____________________________________________________________________________

 

Vacancy Announcement #: DI-OKC-003-10

Position:                               Department of Defense / Defense Information System Agency IT Specialist (APPSW)

____________________________________________________________________________

 

Core Competencies

Information Technology, Project Management, Process Improvement, Program Management, Team Building, Quality Assurance, Client Relationships/Customer Service, Remedy Trouble Management System (TMS), DISA Knowledge Management (KM), Control-M and DFAS Resumix,
detailed analysis, acceptance testing, solution definition, develop/refine functional requirements, incorporate function requirements into designs, trade-off analysis, best approach determination, system implementation, design problem solutions, definition of system scope and objective, feasibility studies of proposed system development projects, ensure integrity of all system components, application of information security/assurance policies, system analysis concepts and techniques, design problem solution during testing and implementation

 

Professional Experience

May 2005 - Present

Defense Information System Agency

Oklahoma City, OK

Salary:  $61,256 annual

Occupational Series/Grade: 2210/11

Hours per week: 40

Supervisor: Steven Branter xxx-xxx-xxxx     May/May Not Contact

 

IT Specialist Application Software/Application Support System Analyst

 

Current assignment, within the Defense Information System Agency (DISA) of the Department of Defense (DOD), as Application Support System Analyst, supporting the Remedy Trouble Management System (TMS) Administrator, Knowledge Management (KM) and Resumix for Oklahoma City office.  Produce and maintain user accounts for TMS and Resumix databases, utilizing expertise in database management, programming languages and applications software.  Worked closely with DISA Computing Service TMS Site Representative and management during early testing and implementation to identify and resolve TMS design problems.  This included reviewing technical specifications as well as installing patches/software upgrades to enterprise-wide network for secure and non-secure Internet protocol router (SIPR/NIPR) for TMS.

 

For the Defense Enterprise Computing Center (DECC), spearheaded development of TMS client-versus-web documentation and researched new TMS web features, utilizing TMS expertise to analyze/evaluate recommendations for modifying existing system features to allow for integration of new components.  Interacted closely with TMS Central Administrators regarding recommendations in support of new system upgrades, focusing on analysis of the business processes being addressed. 

Page 1 of 4


 

 

Yyyyyy x. yyyyyy                                                     Vacancy: DI-OKC-003-10                 Page 2 of 4

 

Identified IT and other solutions which could play major part in facilitating all improvements.  Working in conjunction with Operation Support Teams (OSTs), database and system administrators, researched the feasibility of proposed operational improvements for new systems, developing functional requirements and incorporating the resultant requirements into final design specifications for the revised TMS database; assisted server consolidation by combining five database servers into a single TMS environment. 

 

To assure a timely and accurate migration for release to TMS web of DISA CONUS/GNSC SIPR TMS, along with end-user and IT staff, performed numerous on-site implementation processes over six-month time period, including converting TMS macros; placed particular emphasis on maintaining user settings during the transition.  Was instrumental in providing specifications based on test findings for GNSC SIPR TMS to be incorporated into instruction manuals.

 

For new OST program, served in project management role, developing macros and quickets and helping to determine best methodologies for implementing new system.  Participated as member of Quality Assurance team formed to assure customer needs were met, overseeing TMS tickets to assess quality and determining, with other members, direction of process improvement.  Utilized expertise to provide training for individuals as well as groups on various technical issues and new customer support technologies, including DOD tools and VMS, Race, IASE and Oracle Enterprise Manager. 

 

Tasked with Level II and III support responsibilities for customers as well as regional office IT staff.  Utilized comprehensive knowledge of IT systems and processes to diagnose and troubleshoot customer issues, working in a liaison role between customers and vendors in resolving problems with a minimal interruption of business activities.  Led rapid response teams for addressing customer service difficulties resulting from such situations as wide-spread power outages or other highly negatively impactful occurrences.  Maintain regular monitoring procedures for difficulties with applications such as Resumix, TMS and Control-M, utilizing Formula, Control-M and Site Scope to quickly resolve any issues.

 

Additionally, charged with responsibility for maintenance of information security and following of all policies and procedures involved with delivery of DOD enterprise-wide customer support services.  This includes assuring that all information access requests are verified and adhering to IT standards, principles, concepts and policies for security and application administration.  Follow all DISA security policies regarding user ID s, passwords and user notifications, and troubleshoot problems such as outages and password resets.   

 

Administratively, participate in weekly teleconference to TMS/ITMS and CAB, develop training and standard operating procedures (SOPs) for new hires in the Oklahoma City office and set standards/guidelines for Training Monitors to utilize in oversight of new employees. 

 

As a Knowledge Management (KM) publisher, update 3,000+ documented cases for DISA office in Oklahoma City.  Assure validity and currency of documentation through interaction with subject matter experts.  Created and update in excess of 1,158 cases for Statement of Auditing Standards (SAS70).  Coordinated with MAPS team to create over 145 MAP cases.  Input all new accounts for DFAS and DISA Human Resources into Resumix.  Serve on the DISA OKC Lean Six Sigma team.

 

 

 


Yyyyyy x. yyyyyy                                                     Vacancy: DI-OKC-003-10                 Page 3 of 4

 

August 1981 C April 2005

Defense Information System Agency

Oklahoma City, OK

Salary:  $57,338 annual

Occupational Series/Grade: 2210/11

Hours per week: 40

Supervisor: Cara Myers, 405.739.3022         May/May Not Contact

 

 

IT Specialist Customer Support (CUSTSPT) - Defense

 

Served in Customer Support Level II role in Technical Analyst and Customer Liaison responsibilities as well as a Control-M Specialist, monitoring Control-M jobs and agents and working closely with System Administrator to resolve any issues.  In this assignment, utilized Senior Analyst skill sets in customer support, troubleshooting, system/file recovery, operating system installation, networks, applications, protocols, schedules and hardware, solving any and all customer problems.  Provided solution support to ensure minimum cessation of vital business activities and supplied management with customer trends feedback.

 

Utilizing Remedy software, initiated and tracked work order database, assigning work orders to appropriate service provider.  TMS database tracking system was employed to open/close work tickets and to follow through to assure customer satisfaction.  Effectively resolved integration and configuration issues internationally.  Served in training capacity, to customers regarding systems, procedures and hardware, as well as to other customer support specialists on technical issues and support technologies.

 

For seven IBM MVS/OS390 mainframe domains, developed web documentation and procedures; represented DISA Computing Services when these domains were migrated from Oklahoma City to Mechanicsburg, PA.  Also served as Lead Technical Analyst for Depot Maintenance Accounting and Production System (DMAPS) and trained seven government employees on this system.  Maintained system availability on a 24/7 basis.

 

Provided close oversight regarding information security, closely adhering to security policies and procedures and maintaining vigilance regarding possible security violations.  Carried out Hardware Form 7 support, assuring warranty and contract status of equipment.  When all removable hard drives were forwarded to Security Department, assured Form 7 was attached.

 

 

Education

Moore High School, 1977

Diploma

 

OKC Community College, Oklahoma City, OK, 1993

32 Semester Hours

3.0 GPA

 

A+ Microcomputers Operating System (66 semester hours), 2004

Access Level 1 & 2 (13 semester hours), 2004

Crystal Reports (13 semester hours), 2004

 

 

 

 

Yyyyyy x. yyyyyy                                                     Vacancy: DI-OKC-003-10                 Page 4 of 4

 

Professional Development/Training

ITIL: The Service Desk and Incident Management, 2009

ITIL V3 C Service Strategy Fundamentals, 2009

Conducting the Behavioral-based Interview, 2009

Internetwork Security, 2003

 

 

 

Licenses and Certification

ISSP Certification

Customer Service Profession Level 2

Develop Analytical Skill

Operating OS/390

Operating Jes2

INFOSEC Awareness

Hardware Management Consol

Operations A+ Operations Systems

 

 

 

Honors, Awards, Special Accomplishments

Outstanding Achievement Award Jun 2009

Special Act or Service Award August 2008

Outstanding Achievement Award July 2008

Outstanding Achievement Award August 2007

Special Act or Service Award December 2006

Special Act or Service Award November 2005

Outstanding Achievement Award March 2005

Outstanding Achievement Award July 2005

Outstanding Achievement Award March 2004

OK Federal Employee of the Year award for Outstanding Employee with a Disability-May 2003

Special Act or Service Award August 2003

Achievement Award May 2003

Individual Cash Award January 2003

Individual Cash Award August 2002

Individual Cash Award July 2002

Special Act or Service Award March 2002

Individual Cash Award January 2002

Special Act Award August 2001

Individual Cash Award June 2001

Individual Cash Award February 2001

Special Act or Service Award March 2001

Special Act or Service Award July 2001

Special Act or Service Award July 2000

Nominated DISA Outstanding Employee of the Year 1998

ALC Disability Employee of the Year 1998

 

 

 

 

Applicant:                                              Yyyyyy x. yyyyyy

Social Security Number:                     XXX-XX-XXXX
Position:                                                Department of Defense/Defense Information System Agency IT 
                                                             Specialist (APPSW)
Vacancy Posting Number:                  DI-OKC-003-10



 
KNOWLEDGE, SKILLS & ABILITIES (KSAs)

 

 

FACTOR 1:   Ability to apply knowledge of application support in a distributed environment as it relates to DOD tools         

 

 

In my current assignment, as IT Specialist Application Software/Application Support System Analyst for the Defense Information System Agency of the DOD, I support the Trouble Management System (TMS), Knowledge Management (KM) and utilization of Resumix.  For the TMS and Resumix databases, I produce and maintain user accounts, utilizing expertise in database management, programming languages and applications software.  I worked closely with the TMS Site Representative and others during early planning stages, performing testing and analysis to assist in identifying and resolving design problems.  This included reviewing specifications and installing patches and other software upgrades to the SIPR and NIPR for TMS.

 

For the Defense Enterprise Computing Center (DECC), I played a key role in developing TMS client-versus-web documentation and researched new web features, using my TMS expertise in analyzing and evaluating recommendations for possible modification of existing features to allow the integration of new components.  I worked closely with TMS Central Administrators during this evaluative process.

 

Additionally, I was instrumental in the production of studies, with the Operation Support Team (OSTs) and others, which were used to determine the feasibility of certain proposed operational improvements of new systems.  I developed functional requirements and incorporated them into the final specifications of the revised TMS database.   

 

During implementation of the new OST program, including system migration, I served as Project Manager, developing macros and working on methodologies to assure a smooth and timely transition, maintaining user settings and generally assuring that there was as little interruption of business as possible and that customer needs were met.  With my expertise in the use of DOD tools and VMS, Race, IASE and Oracle Enterprise Manager, I trained both individuals and groups on a number of technical issues, including new customer support technologies.

 

Serving as both a Level II and Level III support specialist, I employed my IT expertise and knowledge of systems and processes, to troubleshoot customer problems, placing particular emphasis on keeping business operations interruptions to a minimum.   Serving in a liaison role between customers and vendors, I often directed a rapid response team in providing solutions to potentially catastrophic situations, such as wide-spread power outages.  For monitoring such difficulties, I utilized Resumix, Control-M, Formula and Site Scope.

 

 Another function of Application Support is the maintenance of a secure environment for software, hardware and all files and documents connected with DOD enterprise-wide customer support services.  By assuring all requests for information access were thoroughly verified according to IT standards, principles, concept and policies for security and application administration, I assured these requirements were met.    

 


Applicant:                                              Yyyyyy x. yyyyyy

Social Security Number:                     XXX-XX-XXXX
Position:                                                Department of Defense/Defense Information System Agency IT 
                                                             Specialist (APPSW)
Vacancy Posting Number:                  DI-OKC-003-10



 

FACTOR 1:   Ability to apply knowledge of application support in a distributed environment as it relates to DOD tools   (continued)

 

 

From an administrative standpoint, I participate in weekly conference calls to TMS/ITMS and CAB, develop training and standard operating procedures for new hires in the Oklahoma City office and assist Training Monitors by developing standards and guidelines to be used in working with newly-hired employees. As the Knowledge Management (KM) publisher, I updated in excess of 3,000 documented cases for the regional DISA office, interacting with subject matter experts to assure the validity and currency of documentation.  I created and continue to update more than 1,100 cases for Statement of Auditing Standards (SAS70) and coordinated with the MAPS team to develop more than 145 MAP cases.

 

 

 

 


Applicant:                                              Yyyyyy x. yyyyyy

Social Security Number:                     XXX-XX-XXXX
Position:                                                Department of Defense/Defense Information System Agency IT 
                                                             Specialist (APPSW)
Vacancy Posting Number:                  DI-OKC-003-10



 
 
KNOWLEDGE, SKILLS & ABILITIES (KSAs)

 

FACTOR 2:   Ability to apply knowledge of customer applications and requirement with the DOD operating environment.   

 

 

For the Oklahoma City office of the Defense Information System Agency within the Department of Defense, I currently support the Trouble Management System (TMS) and Knowledge Management (KM).  We produce and maintain databases for user accounts, providing database management expertise and strengths in programming languages and software applications.  In early stages of development, I provided review and analysis of specifications, offering design solutions and installing upgrades to the network for secure and non-secure Internet protocol router (SIPR/NIPR) for TMS.  
 
To assure a timely and accurate migration for release to TMS web of the DISA CONUS/GNSC SIPR TMS, I worked closely with the end-user and the IT staff, performing a large variety of on-site implementation procedures, including converting TMS macros, and providing specifications for inclusion in the instruction manuals.
 
For the introduction of a new Operation Support Team program, as Project Manager I determined the best methods for implementing the new system, including participation in the Quality Assurance team designed for meeting customer needs and developing new process improvements.  
 
I provided training for customers, both individually and in groups, on a variety of technical issues, particularly in new customer support technologies.  
 
I was tasked with both Level II and Level III support responsibilities for customers and used my comprehensive knowledge of IT systems and processes to troubleshoot customer issues.  I always endeavored to solve problems with as little interruption of customer business activities as possible and directed a rapid response team to address extremely difficult customer problems, such as wide-scale power outages.
 
An important role in the Department of Defense concerns maintenance of security for all hardware, software, records and files.  In my role as Support System Analyst, I was tasked with the responsibility of following all policies/procedures utilized in providing DOD customer support services.  We placed particular focus on assuring that all requests for access to information were verified as legitimate and that we adhered to all applicable concepts and policies regarding security and application administration.  This meant that we also followed all DISA security policies regarding IDs, password and user notifications, and that we troubleshot outage problems and reset passwords.
 
 
 
 
 
 
 
 

Applicant:                                              Yyyyyy x. yyyyyy

Social Security Number:                     XXX-XX-XXXX
Position:                                                Department of Defense/Defense Information System Agency IT 
                                                             Specialist (APPSW)
Vacancy Posting Number:                  DI-OKC-003-10



 

 

FACTOR 3:         Ability to apply knowledge of Enterprise Systems Management (ESM) tools, techniques and ability to comprehend and explain instructions
 
 
As Support System Analyst for DISA, I am tasked with assisting the Remedy Trouble Management System (TMS) Administrator and serving as Knowledge Management (KM) publisher for the Oklahoma City regional office by utilizing my strong Information Technology background and expertise, particularly as pertains to user account and database management.  I have supplied these entities with analyses of design and technical specification problems and recommendations for solutions and their implementation.  
 
For the Defense Enterprise Computing Center (DECC), when needed I have applied patches and upgrades to the enterprise-wide network for TMS and have utilized my knowledge of and experience with TMS to evaluate recommendations to modifying the existing system to allow for integration of new components.  I interacted closely with TMS Central Administrators regarding recommendations supporting system upgrades, firmly focusing on understanding the various business processes being addressed.
 
For the Operation Support Teams (OSTs) interfaced with database and system administrators to determine feasibility of operational improvements of systems being proposed.  I played a key role in developing functional requirements and incorporating those requirements into the final specifications for the revised TMS database.
 
Over a six-month time period, worked closely with the end-users and IT staff, performing numerous on-site implementation processed, including converting TMS macros, and was instrumental in using test results to form a basis for specifications to be included in the instruction manuals.
 
Was a member of the Quality Assurance team, which was formed to assure complete customer satisfaction, including direction and implementation of process improvement policies/procedures.  To assist customers, served as Trainer for both individuals as well as groups on multiple technical issues and new customer support technologies.  
 
Served in Level II and Level III support roles for customers as well as regional-office Information Technology staff.  With strong IT background, was able to diagnose and troubleshoot issues, often working as liaison between customers and vendors to arrive at satisfactory conclusions.  Directed a rapid response team as well for those issues requiring immediate and intense solutions.  Maintain regular monitoring procedures for difficulties with applications such as TMS and Control-M, utilizing Formula, Control-M and Site Scope to quick resolve any issues.
 
As the Knowledge Management (KM) publisher, I have updated 3,000+ documented cases for the Oklahoma City DISA office.  I assure the validity and currency of documentation through interaction with subject matter experts.  Also, I have created and regularly update in excess of 1,158 cases for Statement of Auditing Standards (SAS70) and coordinated with MAPS team to create over 145 MAP cases.  I input all new accounts for DFAS and DISA Human Resources into Resumix.  
 

 

Applicant:                                              Yyyyyy x. yyyyyy

Social Security Number:                     XXX-XX-XXXX
Position:                                                Department of Defense/Defense Information System Agency IT 
                                                             Specialist (APPSW)
Vacancy Posting Number:                  DI-OKC-003-10



 
KNOWLEDGE, SKILLS & ABILITIES (KSAs)

 

FACTOR 4:   Knowledge of IT standards, principles, concept and policies pertaining to application Administration and DISA security policies

 

 

The Department of Defense by definition has, as its primary concern, national security and defense.  DISA is tasked with focusing on the Information Technology segment of this responsibility.   We are constantly alert to the requirement for upgrading our IT systems and continuously analyze and scrutinize our processes, policies and procedures. 

 

As department Analyst, I have the responsibility for maintaining constant vigilance regarding information security and following completely all policies and procedures involved with the delivery of world-wide, multi-site DOD customer support services.  In this effort, I pay particularly close attention to all information access requests, assuring that they are verified and adhere to IT standards, principles, concepts and policies for security and application administration.  I require that OKCISSM signs all DD 2875 System Authorization Access Request (SAAR) if they are not from a trusted site and I follow all DISA security policies regarding user identification, password and user notifications, troubleshooting any outage or password reset issues.

 

Additionally, I am tasked with developing training and standard operating procedures (SOPs) to be utilized in training and developing newly-hired personnel as well as setting standards and guidelines for Training Monitors to use in working with new hires in the Oklahoma City office.

 

In an earlier assignment, I understood and supported utilization of Form 7 when returning hard drives to Security Department.

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