Stacey Yvette Heyward
Waldorf
Summary
Capable professional experienced in helping users correct problems with computer systems, mobile devices, and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
18
18
years of professional experience
Work History
IT Specialist (Customer Support)
Dept. of Treasury (IRS)
Washington
12.2006 - Current
- 19 years of customer support as a Senior Information Technology Specialist for the Division UNS-EFO-HQ-WAS-DS for the Internal Revenue Service (IRS)
- Leads and assist team members within the Washington Deskside support group
- Has the critical thinking to assess unique situations using extraordinary multitasking skills and consistently providing good judgment to resolve the most difficult tasks
- Utilize IRWorks (ServiceNow) tracking system database to create, update and close customer computer related tickets
- Works alongside contractor vendors such as, Hewlett-Packard (HP) and Dell while developing a good working relationship
- Provides outstanding communication in keeping management, and customers informed of work status and progress
- Uses a variety of knowledge reference materials and manuals such as the online KISAM Knowledge base, Microsoft Outlook server group (Wing-o) Distribution list developed through IRS technical support groups
- Install, setup, configure, upgrade, and troubleshoot hardware and Common Operating Environment (COE) software’s
- Lexmark and HP portable along with network printers, Smart Card Readers, Smart iPhone operating system updates and setups, hard drive replacements, Samsung Monitors, and driver installs, Reimaging, mapping, and resolving ticket issues
- Works with remote tools such as Bomgar and Microsoft Teams remote tools to Provide technical support to the IRS's Deputy Commissioners, Senior Executives, Business System Planning Office, and Tax Exempt and Government Entitles, Small Business/Self Employed, Large Business and Int'l-LB&I, and many other IRS organizations while applying standard operating procedures (SOPs)
- Problem solving skills Fundamentals of information systems
- Project Support, Writing, and Information Technology Management
- Assisting and setting up the New Hire on board for numerous IRS New Hire employees
- Adaptive Technology (AT Gate) Helpdesk IT tech, assisting 508 employees with IRAP Software and Hardware related issue remotely
Education
Bachelor's Degree - Computer Information System
Johnson C. Smith University
Charlotte, NC, United States05.2002
Skills
- Troubleshoot Hardware & Software related issues
- Reimage laptops
- iPhone upgrades
- Network connectivity issues
- Replacement of laptops
- Printer diagnostic
Job Related Training
- Microsoft Office 365. Microsoft Word, Excel, and OneNote.
- EDE Phase III Training for Desktop Technicians, 10/01/09
- Adaptive Technology, 09/01/11
- Symantec Win 7 Altiris Training, Atlanta, GA, 10/01/14
- SKSIT CISSP Domain Telecommunications and Network Security, Washington, DC, 10/01/07
- SKSIT WIRELESS SECURITY, Washington, DC, 12/01/07
- KISAM Service Manager Request Management, 10/01/12
- Secure Data Destruction, 01/01/07
- Security and the Internet, 03/01/10
- Encryption Technologies, 03/01/10
- Communications Security, 03/01/09
- Troubleshooting and Supporting Windows 7 in the Enterprise, 09/01/12
- Specialized IT Security Training (SITS) role of Technical Support Staff, Present
Additional Information
Member of a high performing team (WASHINGTON DESKSIDE GROUP) who delivers phone, hands-on, and remote support to over 500 end users at a high-volume IRS location. Works with clients and customers to assess their needs, provide information or direct assistance, and resolve customers problems in a manner that minimizes interruptions in customers’ ability to carry out critical business activities., Is thorough when performing work such as diagnosing and repairing laptops, desktops, printers, and all Microsoft products, commercial software, and proprietary IRS programs. Entrusted to resolve complex high priority tickets associated with high level employees such as IRS Executive and VIP employees., Educates customers on preventive maintenance, new policies, procedures, and offers recommendations and advice concerning IT systems. Technical instruction on the maintenance of equipment and customer instruction on the use of equipment along with explanation of IRS security protocol and standard procedures. Communicate workgroup issues and provide status updates to lead/management. Provide guidance to team members when needed., Assigned incidents require research, evaluation, and the ability to identify problems, while providing feedback on problematic trends and patterns. Utilizing a wide variety of reference materials, manuals, internet resources, and databases such as the HP Service Manager / KISAM (Knowledge/Incident Problem Service Asset Management) system helps to make sound judgments, obtain possible solutions, and recommendation. Resolves customer questions or problems concerning Information Technology (IT) automation systems, software and/or hardware problems, password violations, and telecommunication troubles and work orders., Sole responsibility to inventory returned or broken equipment at IRS location. Organizes inventory so that equipment can be documented. Prepare excess equipment. Protect highly sensitive data and discard of.
Phone - Day And Evening
240-383-7023
Job Type
Permanent
Work Schedule
Full-Time (8 hours per day/40 hours per week)
References
Calvin Keys, Department of Treasury (IRS), Information Technology, 214-413-5627, Calvin.Key@irs.gov
Desired Locations
- United States, Washington, DC
- United States, Lanham, MD
- United States, Suitland, MD
- United States, Alexandria, VA
Personal Information
Available: 2 weeks’ notice
Timeline
IT Specialist (Customer Support)
Dept. of Treasury (IRS)
12.2006 - Current
Bachelor's Degree - Computer Information System
Johnson C. Smith University