Heather L. August 1725 Canal Run Drive. • Point of Rocks, MD 21777 • (410) 279-1779 (Cell)• augusthl73@gmail.com

PROFESSIONAL SUMMARY • Versatile professional with over 16 years of work experience in help desk support, desktop support,

communications, networking, and troubleshooting.

• Previously held DOD Top Secret / SCI / SBI clearance.

• Excellent leadership, interpersonal, presentation and communication skills with all levels of staff and

customers.

• Ability to identify problems and manage resources to ensure SLA compliance and customer satisfaction.

• Capable of assessing project and troubleshooting needs, developing strategies to address those needs.

• Strong analytical, decision-making, and problem solving abilities.

• Extensive knowledge of telephony systems and telephony-based networks.

• Highly effective leadership and organizational skills, recommended by superiors, peers, and

subordinates.

• Ability to help and mentor customers and team members with problems they may encounter and provide

solutions in terms commensurate with their skill level.

PRACTICAL KNOWLEDGE • Protocols and Transmission mediums: TCP/IP, VPN, VLAN, 802.11abgn, routing protocols, Fast

Ethernet/Gigabit Ethernet, HTTP, HTTPS, FTP, and TFTP

• Operating Systems, Languages, & Applications: Apple OSX, LINUX, MS Windows 9X, 2000, XP,

2003, Windows7, 2008, 2010 • Numerous ticketing and monitoring systems

• Hardware systems: Cisco, Dell, HP, Apple, Nortel

• Organizational skills: Working knowledge of office organization, project organization, thorough

documentation, and problem research. Mastery of software and office tools for the organized tracking of

projects, activities, budgets, problems, and incidents.

• Leadership skills: Leadership skills and styles obtained from military training and numerous positions of

responsibility. Ability to train people from all walks of life for any needed task or situation.

EXPERIENCE HELP DESK ANALYST, COVINGTON AND BURLING LLP, Washington, DC 20001 (12/2010 to 11/2014) • Responsible for solving problems raised by employees and associates for all software deemed as the firm

standard. • Responsible for keeping help desk policies current and ensuring procedures are reviewed and updated for

efficiency and SOP compliance. • Provide recommendation and assist in training sessions for employees based on need and tracking system

records. • Responsible for updating knowledge database for the firm’s intranet. • Provide primary support for application specific issues within Office XP, Citrix and VPN, Blackberry

support, and all other authorized applications used by employees. • Upkeep technical knowledge in troubleshooting concepts and relevant technologies to ensure personnel

are more efficient in the Help Desk’s support role. SUPPORT ANALYST, WILMER HALE, Washington DC 20001 (11/2005 to 10/2010) • Provide leadership and technical support to help desk and desktop support personnel. • Responsible for the personal support for employee IT problems in Wilmer Hale’s 13 worldwide offices. • Perform remote technical assistance of hardware, software, remote access clients, and network. • Ensure Help Desk operation within adopted Best practice standards and make recommendations for

departmental improvements for efficiency and service. • Mentor and educate new team members to all standards and practices of Wilmer Hale IT. Responsible

for training and supervision of those employees. • Utilize trend analysis, problem management, and incident management skills to provide solutions and

suggestions for departmental improvement. • Test new hardware, software, and application solutions in the development stage to ensure compliance to

standards for the efficient rollouts of products and services. • Manage IT ticketing system and coordinate team efforts to ensure reported problems and incidents are

resolved within the SLA timeframe. • Travel to support training of personnel and deployment of solutions in several office locations. Acting as

a subject matter expert for Wilmer Hale’s IT team. TECHNICAL SUPPORT SPECIALIST, NIETO ENGINEERING INC, Jessup MD 20794 (10/2001 to 9/2005) • Responsible for public presentation in support of conferences and exhibits around the world to inform

and educate companies and persons about Information Assurance solutions used by the NSA IA Directorate.

• Facilitate the design and implementation of a portable LAN and necessary remote connectivity for all remote activities, conferences, and exhibits.

• Perform system and network level testing and troubleshooting of all equipment and network connections used during remote events.

• Maintained critical database responsible for the coordination and organization of all data crucial to the business mission during conferences.

• Administer user accounts, software installation, and network configuration for an ever changing group of presenters and employees at remote functions.

• Evaluate new hardware and software packages for feasibility, company need, efficiency, cost effectiveness, and best practice compliance.

• Maintain critical equipment tracking system to ensure uptime and accuracy of data. • Perform routine and scheduled maintenance of all equipment critical to the business function.

EXPERIENCE (contd.) UNIX SYSTEMS AND NETWORK ADMINISTRATOR/LAN MANAGER, US Army (1/1994 to 5/2001) • Ensure reliability and configuration of virus protection products in use on internal LAN. • Responsible for the creation, administration, and distribution of all internal accounts on the LAN. • Integral facilitator of events and activities put in place for the morale of personnel. • Perform all necessary preventative maintenance on proprietary information processing systems and

associated peripheral equipment. • Responsible for the performance and accuracy of all data transfers required on mission critical military

information processing systems. • Perform repair and report upon all problems, incidents, and events within the network environment

within required emergency SLA criteria. • Create all necessary technical documentation, procedural documentation, process documentation, and

informational documentation. In charge of compliance measurements and improvement life cycle when goals were not met.

• Perform duties of Information Systems Security Officer (ISSO). • Perform essential repair and upkeep upon Microsoft based system and all associated applications used

within secure network environment. • Supervise personnel in the mission of development, deployment, installation, turn-up, operation, and

decommission of all equipment, applications and systems in my charge.

EDUCATION

• Currently completing numerous self study and CBT courses

• Numerous professional and technical classes and training units

• US Army Primary Leadership Development Course

• US Army Computer Science Advanced Training – Ft Gordon GA, completed 1993