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RssComputing Desktop Support Analyst

Susan Lorraine Alter Seattle, WA Home: 206-542-5976 Email: Objective: Analysis and facilitation for Computer/Network/Web Tech Support or other technical position within computer customer service. Help Desk Experts Computing group, computing, web, network complex problem resolution, and process improvement skills applied to several successful Boeing positions. Support Skills Summary: Always a Professional Customer Service Continuous Quality Improvement Information Technology Security: Computing, Network, Web Email Mentoring, Teaming and Networking Server user and file administration Microsoft software: XP, Vista and Windows 7, MS Office products to 2010, Mcafee, Firewalls, Virus eradication, Encryption Software X Window environments, Citrix, Catia Virtual worker discipline Written Correspondence Profile: Motivated, personable IT professional working with diverse talented group accomplishing complex problem resolution and development of procedures in a secure environment. Extensive experience and talent for quickly mastering software and hardware technology. Diplomatic and tactful with professionals and non-professionals at all levels. Accustomed to handling sensitive, confidential information. Demonstrated history of quality improvement in all positions I have worked. Ability to adapt my technical background to the environment I am working in. Skill and ability to: collect, organize, synthesize, and analyze data; summarize findings; develop conclusions and recommendations from appropriate data sources at the department level. Flexible and versatile and able to maintain a sense of humor under pressure. Poised and competent with demonstrated ability too easily transcend cultural differences. Thrives in a deadline and teaming driven environments. Projects: Participated in a team environment using Continuous Quality Improvement (CQI) as our process; I designed, created and documented the two images (Office and Flight Test for each airplane model) resulting in successful deployment of devices to Office Environment and Seattle Field Flight Test Houses. Started Technical Support and Security procedures for daily and emergency Computing operations and implemented computing and 7 X 24 support for a six analyst team at Flight Test for the 777 program. I received a Recognition award from Senior Management for my processes and work. I facilitated Boecom Domestic and International computing system distribution and inventory for two plus years. Per district office structure 1-5 device Local Area Networks, Imaged and tested every device, packaged with documented instructions, and shipped for assembly at site. I train Assistants as required in processes using CQI as my method. I was recognized by Senior Management for my processes and work. As a team member of computing analysts that provided computing problem resolution for Corporate Management before, during and after the process for their move to Chicago. Our processes included hardware breakdown or upgrade, design and deployment of computing images for corporate management computers. Customer Service: Customer Service/ Problem Solving Communicate technical software, hardware and network information. Provide all aspects of day-to-day EHD DWS Computing Analyst duties: Phone and Off Phone support of 2nd level computing problem resolution for End Users and Executives. Microsoft Project SME (Subject Matter Expert) Network TCP/IP, DHCP, HTTP, FTP and Remote Access on site and at Help Desk. Rapidly learn and master varied computer programs. Research and solve End User complex computing, network and hardware problems on a daily basis. Research problem resolutions and submit solutions to the BOSS database for future help resolving tickets. Capability to work independently in a virtual environment without supervision. Submit suggestions to improve Helpdesk processes as well as usability of the BOSS database for problem resolution on a continuous basis. Suggested multiple Green processes to reduce cost and waste of resources for the Boeing Company Helpdesk. Mentor the 1st level support on process and problem resolutions. Employment History: Computing Desktop Analyst - Boeing Company - Seattle/Renton/Bellevue, WA. - 1989-2010 Continuous Quality Analyst - Contract Companies – Seattle, WA - 1987-1989 Administrative Assistant/Computing Support State of Washington Employment Security Department Administrative Offices – Seattle, WA. - 1985-1987 Forestry - Washington State Department of Resources – Summer 1982 Affiliation History: Habitat – worked with injured wildlife so they could be cured and released to their natural habitat – (Raptors and various other wildlife) Cetacean Society Puget Sound – Secretary 3 years Active political interest in establishing Green environment in the United States – Green energy and green practices to reduce cost and open new business and employment opportunities for the United States. Education: Computing, Networking (Comprehensive, Microsoft, UNIX, Catia – 300 + courses (On my own and Requirements) - Throughout career (on Boeing record) - Boeing Company Training – Puget Sound Sites, WA Science Major - 6 credits - Pima College – Tucson, AZ Continuing Education Geology major Basic - 8 Credits - University of Arizona – Tucson, AZ Continuing Education Basic College Requirements – 6 Credits - UCLA old campus Junior College - Los Angeles, CA Continuing Education Environmental Biology – 4 Credits - University of Southern California – Los Angeles, CA Continuing Education Forestry – 2 years accelerated training – Technical Certificate - Peninsula College – Port Angeles, WA

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