Susan Austin TheAustins4@gmail.com

6021 Hollow Drive, Woodstock, GA 30189 706-830-3546 (c)

SUMMARY Flexible and hard-working professional with IT background and business savvy seeks a position where my Liaison, Data Analysis and Support skills can make a difference at team or company level. I have experience in managing and performing tasks of helpdesks, product support, client liaison, programming, and data mining, mostly as a contractor for GSA, CDC, and Medical Center I have designed and implemented an interactive database application and designed and taught classes for MS Office products for government employees. PROFESSIONAL EXPERIENCE

• Ability to deal effectively with all levels of staff on issues of varying complexity; good judgment • Liaison between the IT groups and Business groups • Coordinate effective solutions between client and developers, because I speak both languages • Strong Organizational Skills with emphasis on detail and follow-up • Highly capable of quickly learning new software to support ever-changing demands • Strong decision making, problem solving, and analytical skills • Excellent interpersonal, written and verbal communication skills • Trainer, • QA • Helpdesk, Support services • Fast Learner of new skills • Ability to determine needs of users • MS Access, Excel, Word, PowerPoint, Publisher, Lotus Notes, SQL, Visual Basic • Excellent phone etiquette and experience resolving issues remotely • Ability to adapt and learn new technologies • LANs and WANs, VPN, Wireless, Blackberry, VTC, PC and Mainframe software and hardware

EMPLOYMENT HISTORY

Beta Data, Inc (100% remote) 08/08 to 01/14 Company wide layoff

• Operations Manager Supported and assisted in creating a Telephone Billing Application used by a large telephone company for many years. Liaison between Clients, Developers and Management. Managed data imports/downloads. Maintained clear and up to date documentation Ran regular and ad hoc reports and queries for multiple clients as requested by internal and external clients to support the business processes. Designed and Created new reports; added new functionalities to existing reports. Wrote complex queries designed to gather information from a variety of different sources as required for client reports. Ran data conversion projects in support of new client implementations; including writing data mapping specifications, analyzing client data in various formats, converting data to standard formats, running validations and formatting data edit reports which are used by the operations team to research and resolve data problems. Provided input to ongoing process improvements in the data management function. Created and maintained user

Susan Austin’s resume (page 2)

manuals and system documentation. Ensured that quality control and service standards are attained with every transaction. Maintained excellent relationships with clients. Understood the client’s priorities and worked with the client to resolve outstanding issues. Participated on special projects as requested.

firstPro Temp Agency 05/08 to 08/08

• Helpdesk Specialist/ Documenter Temp Contractor for: Ingenico – Alpharetta, Ga Learned the credit card swiping machine helpdesk software that I saw for the first time and was written in house. Created "How To" manual for this helpdesk software for employees in Canada and remotely trained them.

Millennium Systems Services Inc (MSSI) 01/07 to 04/08

Contract Ended • Senior Analyst – Telecom Team Contractor for: GSA – Federal Agency, Atlanta, GA Provide quality assurance and control. Automate processes. Prepare processes for auditing data. Analyze and organize data for meaningful reports to management, design processes for noting anomalies and inconsistencies in recorded data, design and redesign processes to be more efficient and to provide more accurate data reporting. Utilize databases such as TOPS, E-bill, DECAS, E-Grits, BMS, Verizon Control Center using MS Access (SQL/VB), Excel (VB), and Word. Study processes and make recommendations to officials. Developed and implemented database (pClogs) to track and record Purchase Card charges.

Lockheed Martin 03/97 to 01/07

• Sr Specialist/Assistant Task Lead PC/Network Helpdesk Support

Contractor for: GSA – Federal Agency, Atlanta, GA Supported 140 (80 on-site and 60 remote, all levels) GSA FTS/FAS users; assisted in managing four employees (2 support and 2 developers). Made decisions and provided guidance to government officials on projects and purchases; successful in project leadership. Supported PC hardware and software in a LAN environment, Experienced in VPN, Blackberry, wireless networks, Active Directory, Connectivity, testing software, creating SOPs, VTC, Microsoft applications (Word, Excel, Access, Publisher,etc), databases and acquisition systems, such as E-leave, E-Approval, E-Grits, ITSS, TOPS, DECAS, WorkFlow. • Senior Computer Specialist

Contractor for: Center for Disease Control, Atlanta, GA Configured, connected, installed and maintained PC hardware in a LAN environment; installed and maintained software applications and programs; maintained hardware configuration files. Performed troubleshooting and resolved hardware and software problems, Performed routine maintenance and repair on PC hardware and peripherals.

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• Network Administrator Contractor for: Eisenhower Army Medical Center, Augusta, GA

Promoted to Network Administrator. Performed troubleshooting on network to determine operational problems, Responsible for overseeing the operation and management of the LAN, including server maintenance and installation, backups, etc, Worked with helpdesk technicians to resolve issues and coordinate network connections, Analyzed current/new systems for compatibility and connectivity to the LAN, Defined and implemented technical support requirements, including site preparations, workstation implementation, file server installation and network setup configuration, Investigated new technology and made recommendations that resulted in improvements in operational effectiveness and enhanced LAN capabilities, Provided advice and support to other Network Administrators and the hospital regarding LAN issues, Assisted Exchange administrator, Obtained and analyzed user information regarding requests for access to the LAN, Documented policies/procedures for identifying and reporting problems, start-up and shutdown of systems, backup/recovery of data, and continuity of operations. • PC Specialist

Contractor for: Eisenhower Army Medical Center, Augusta, GA Setup PCs to connect to network, loaded software, installed network cards, troubleshoot software, network connections, TCP/IP, hardware problems, Designed and delivered training to users on Windows/ MS Office products, ccMail, Analyzed computer needs, Promoted to Network Administrator.

Science Applications International Corporation (SAIC) 11/95 to 03/97 o Lead Systems Specialist

Contractor for: Eisenhower Army Medical Center, Augusta, GA Monitor/Analyzed/Supported VMS & DSM hospital medical systems, Troubleshoot software (CHCS,DSM-Mumps, VMS) and hardware (printers, modems, terminals, etc) problems, Repaired corrupted database, Assisted users in using hospital software, Worked with interfaces to current system, i.e.: ADS, MDIS, CEIS, Installed software upgrades, Assisted in hardware upgrades.

EDUCATION • Western Carolina University, Cullowhee, NC

Computer Information Systems • Asheville Buncombe Technical College, Asheville, NC

Associate's Degree - Business Computer Programming • Network Courses

2279 Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure

1026 Microsoft Exchange Server 5.5 Series - Concepts and Administration 689 Supporting Microsoft Windows NT Server 4.0 - Enterprise Technologies 688 Inter-networking Microsoft TCP/IP on MS Windows NT 4.0 922 Supporting Microsoft Windows NT 4.0 - Core Technologies

803 Administering Microsoft Windows NT 4.0

Susan Austin’s resume (page 4) REFERENCES

Richard Drab 6746 Winters H ill Ct Atlanta Ga ,30360 PH: 770-393-8820 Robert Whetzel 8407 River Park Rd Bowie, MD 20715 PH: 301-437-7325 John Harr jdharr@gmail.com PH: (404)493-2261 Kevin Smith Krsmith@chpk.com PH: (O) 561-838-1840 (C) 404-483-7573