INFORMATION TECHNOLOGY GROUP, GS-2210 ACTING MANAGER OF CUSTOMER SUPPORT TO DESKTOP FIELD SUPPORT CASE NAME: Jane Addams FACTS PAST POSITION: Acting Manager of Customer Support / Customer Support Specialist PAST SALARY: $61,000 TARGET FEDERAL JOB: Desktop Field Support (DFS) for the United States Patent and Trademark Office (USPTO) GS-2210-13 VETERANS PREFERENCE: No veteran’s preference TARGET SALARY AND GOVERNMENT GRADE: OBJECTIVE: Information Technology Specialist (CUSTSPT), GS-2210-12/13 RESULTS: Jane was hired by the USPTO as a GS-2210-13 JANE’S QUALIFICATIONS: Jane had five years of IT help-desk experience equivalent to the GS-12 level, with an additional seven years of experience working for the UPSTO as a contractor. THE JOB ANNOUNCEMENT Information Technology Specialist (CUSTSPT) Duties: This position is located in the Office of the Chief Information officer (OCIO), Office of Customer Support Services (OSCC), Desktop Support Services Division (DSSD). The Desktop Support Services Division provides desktop services throughout the USPTO. This includes performing remedial maintenance on desktop software and hardware; receiving, configuring and deploying desktop hardware; and moving desktop hardware. The incumbent of this position serves as the task manager for the USPTO Desktop Field Support (DFS) task order, of which is a multi-million dollar a year task. As such, the incumbent prepares technical specifications, statements of work, task orders, requirements initiatives, and other acquisition-related documentation necessary to effectively obtain and manage the quality and adequacy of contractorsupported activities. Specifically, the incumbent performs the following functions: Provides technical direction and leadership in the management of hardware and software systems. Communicates with all levels of management through presentations. The position requires knowledge of IT principles, concepts, and methods, and skills in applying them to a variety of IT responsibilities. QUALIFICATIONS REQUIRED: Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 1 Eligibility and Qualifications Requirements: Applicants must meet the United States Patent and Trademark Office eligibility requirements and the following United States Office of Personnel Management's (OPM) qualifications requirements (including specialized experience and/or educational requirements) for the advertised position. Applicants must meet all eligibility and qualifications requirements by closing date of the vacancy announcement. Additional information on the qualification requirements is outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review in our office, in other Federal agency personnel offices, and on OPM's web site at http://www.opm.gov/qualifications. To be eligible for this position, you must: 1. You must state in writing on your application if you are a US Citizen or National regardless of any other documentation you submit; and 2. Meet specialized experience listed in announcement and/or if applicable, any educational requirements required by the position. Specialized experience is experience that equipped the applicant with the particular knowledge, skills and abilities to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Candidates for the GS-12 grade level must have at least 52 weeks of specialized experience equivalent to the GS-11 grade level in the federal service. Specialized experience is defined as experience that demonstrated accomplishment of computer project assignments that required a wide range of knowledge of computer requirements and techniques pertinent to the position to be filled. This knowledge is generally demonstrated by assignments where the applicant analyzed a number of alternative approaches in the process of advising management concerning major aspects of ADP system design, such as what system interrelationships must be considered, or what operating mode, system software, and/or equipment configuration is most appropriate for a given project. Examples of specialized experience include: reviewing lower level referrals and troubleshooting/resolving problems to the extent possible. Recommending changes in standard customer support procedures where existing procedures no longer provide solutions that are outdated. Providing support to customers with varying levels of computing skills and supporting a wide range of applications running on a variety of platforms. Skill in applying: installed system bases, methods and procedures for documenting resolutions, problem resolution databases, troubleshooting and data analysis methods and communication methods and techniques sufficient to: receive, respond to, and ensure complete resolution to any help center call, give needed guidance or training to customers to prevent recurrences. Candidates for the GS-13 grade level must have at least 52 weeks of specialized experience equivalent to the GS-12 grade level in the Federal service. Specialized experience for this position includes experience analyzing a number of alternative approaches when advising management concerning major aspects of IT system design. The experience demonstrates accomplishment of computer project assignments requiring knowledge of computer requirements and techniques pertinent to the position to be filled. Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 2 IMPORTANT: Candidates must possess specialized experience directly related to the duties as described in the ‘Major Duties’ section above. This experience must be reflected in your resume and your responses to the Knowledge, Skills, and Abilities (KSAs) listed in the ‘How You Will Be Evaluated’ section of the vacancy announcement. Time-in-grade restriction applies. RESUME PROBLEM: Jane wanted to apply for – and was qualified for – a GS-12/13 position with the government. However, her résumé didn’t demonstrate her qualifications, such as the sense of complexity of work that she did or the level of responsibility that she had at her private industry job. She had worked previously for the agency she wanted to apply to, USPTO, as a contractor, so she needed to make sure that experience stood out. As an IT specialist, Jane’s résumé had to give enough technical specifics to show she was qualified and experienced, but also demonstrate her management and analysis skills. Finally, her résumé needed to be better organized and include the required compliance details. BEFORE Jane Addams 5432 Hull House Rd. Fairfax, VA 22222 (703) 123-4567 (home) janeaddams@hotmail.com Summary: I seek a position where I can use my technical and communication skills to provide total customer satisfaction. I have extensive experience with a broad range of hardware and operating systems, and the complete software life cycle for large and small systems. I have worked with complex requirements and configuration management protocols and served as a customer liaison in a highly regulated contract environment. My dedication and professional demeanor will be assets to any business. I am a U.S. citizen by birth, and held a security clearance. Experience includes: • Wide variety of software environments and programming techniques. • Complex requirements and configuration management protocols. • Customer liaison in highly regulated contract environment. • Writing white papers, requirements and design documents. • Supervising support, data entry, programming and network staff. • Designing, establishing and managing help desk systems. • Delivering technical training and presentations. Education: B.S. Computer Information Systems, Regents College AA General Studies, Clark Count Community College Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 3 Work History: 10/20xx to Present [2 years], Customer Support, Healthcare Management Software - Acting Manager for nationwide customer support - Designed, coded and maintain sales pipeline spreadsheets - Designed, coded and maintain sales quote spreadsheets - network admin, creating images, loading sales demo units, - PDA/wireless network configuration admin - Cell Phone administration (contract review/negotiation, new equipment and allocation), reviewing contract for possible switch to different vendor, troubleshooting all Black Berry problems. Allocation and setup of aircards for wireless internet access - Internal inventory, setup, administration, database design and coding. - Customer inventory, setup, administration and warranty tracking - Ordering – sales contact review, warranty, RMA coordination, contract review, 3+ Million budget - Warehouse – inventory, 5 Million value, Govt contract rules - Training new staff members - Setting work, vacation and on-call schedules - Adding hardware to the network, servers, laptops, PDAs, access points, network printer - Setting firewall rules - Level 2 support for customer calls and after hours support - Ordering, stocking (and overseeing) all IS related office inventory purchasing 7/20xx to 12/20xx [5 months] Student at Northern Virginia Community College 6/20xx to 3/20xx [3 years] Assistant Manager of Technical Support for First America Software Primary analyst for the Americas in support of Tamino XML database enterprise application software. Ran test environments including java, Apache, DOM, SAX, XPath, XQuery, XSLT, XML parsers and multiple DTDs and schemas on Linux and Windows to verify bug reports and assign fix responsibilities. Recieved numerous written compliments from major clients after assisting them with complex deployments. Authorized dozens of key generations worth $45,000 apiece. Published articles and white papers for the Tamino user community. Trained other analysts. 5/19xx to 5/20xx [2 years] Principal Computer Analyst, Northrop Grumman Principal engineer in support of the US Patent & Trademark Office (USPTO), Systems Engineering and Technical Assistance (SETA) contract. Worked on the requirements definition and systems design of help desk system based on Remedy, and a custom set of handheld barcode scanner programs written in Visual Basic and C. Responsible for reverse engineering and redesign of the handheld system interface. Also worked as a systems programmer for the shutdown and removal of the IBM mainframe system. Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 4 Monitored tape library and backup processing. Provided on-call support for the remaining mainframe text and image applications. Developed shutdown checklists and assisted in the actual shutdown of the mainframe system, resulting in a successful transition. Was key to the discovery and correction of an error in an assembler module, thus fixing the production image search and retrieval system. 5/19xx to 5/19xx [1 year] Principal Engineer, Northrop Grumman Principal engineer responsible for second and third level help desk support for the National Weather Services Network Control Facility (NCF). Developed training materials for software releases and led a series of training sessions with the NCF staff. Assisted in the testing and evaluation of new weather interface software releases. Responsible for monitoring hardware and software at twenty remote sites and ensuring successful failover to backup systems. 5/19xx to 5/19xx [5 years] Principal Computer Analyst, Northrop Grumman Principal computer analyst responsible for providing second level support to the USPTO image and text databases and retrieval systems. Supported all production application software and numerous COTS software packages by answering client questions, doing problem identification/analysis, resolution and documentation. Functioned as the Task Manager for the support of Patent and Trademark Copy Sales (PTCS), for commercial sales of printed patents. Provided systems administration for Info/Man, the problem reporting/tracking and change management system. Assisted in systems analysis for new and existing software. Responsible for identifying production problems, writing discrepancy reports, and correcting problems in accordance with USPTO Configuration Management guidelines. Led the development team responsible for a new control interface system for text based patent retrieval software that was used without problem for six years. Additional Courses: Object Oriented Programming with Java Introduction to XML DOM and SAX for XML Tamino Database Administration Tamino Mobile for Handheld Devices Programming Windows NT, the WIN32 API Introduction to Windows NT System Administration Oracle VII, SQL and SQL/Plus (multiple courses) IRC Database Administration IRC Terminal Simulation Panel (TSP) Technical Writing Top Down Requirements and Design, IBM Corp. Quality Improvement in Daily Work Operating Systems: Windows, 10 years Linux, 3 years DOS, 10 years UNIX, HP and Solaris, 5 years Software Products: Oracle, 3 years System 2000, 10 years Natural, 3 years IBM Information Management (InfoMan) System administrator, 8 years INFORMIX SQL Database, 4 years Tamino, 3 years Apache, 3 years Wildcat BBS, 3 years Front Page, 2 years Various custom systems MS Office Hardware: Symbol PDAs and scanners: 1.5 yrs Netgear access points: 1.5 yrs XXXXX firewall: 1.5 Personal Computers, 20 years Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 5 MVS/ESA, 5 years MVS/XA, 10 years VAX/DEC/VMS, 2 years PRIME OS, 1 year NOSBE, 10 years Amdahl 5990-1100, 4 years HP 9000, 1 year Sun 3/160, 4 years IBM 3084, 2 years IBM 4341, 7 years VAX 8350, 2 years Prime 550, 1 year CDC 830, 13 years Tektronix Graphics Systems, 3 years Programming languages: XML, 3 years Java, 3 years PL SQL, 1 year C, 5 years Visual Basic, 3 years IBM 370 ASSEMBLER, 1 year PL/1, 8 years FORTRAN, 10 years InfoMan (programmer), 8 years CLIST, 8 years REXX, 8 years JCL, 10 years Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 6 RESUME SOLUTION: Jane’s new resume includes a concise profile statement, clearly defined accomplishments and an outline format that showcases the key IT skills and experience required for the position. The new resume also presents projects very clearly with headings for the project titles. It is very easy to see the projects and services provided to customers with this new format. Note for format: To convert this Paper Federal Resume Format to the Outline Format, you can turn the Boldface and Underline text into ALL CAPS: CUSTOMER SUPPORT: Diagnose and resolve level 2 hardware and software problems, working with hospital staff on 24/7 basis. Also support internal staff, both on-site and telecommuting. Develop and manage Service Level Agreements, including tracking reports and performance standards. Develop customer support policies, procedures and standards, defining group-use policies and preparing reports on problem types, system usages and resolution details. Research and evaluate trends in support problems to identify patterns and recommend solutions. Ensure compliance with data security standards and HIPAA regulations. Train employees on programs and develop end-user guides (internal and external). KSAs for this application are included on the CD-ROM under the KSA section. Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 7 AFTER – Federal Resume – “Paper” Federal Resume format JANE ADDAMS 5432 Hull House Rd. • Fairfax, VA 22222 Residence: (703) 123-4567 • Office (703) 321-1234 x 123 Email: janeaddams@hotmail.com SSN: 123-45-6789 Citizenship: U.S. Candidate Source: External Veteran’s Preference: N/A OBJECTIVE: Information Technology Specialist (CUSTSPT), GS-2210-12/13 Announcement Number: PTO-06-160DE PROFILE: Over 25 years of IT experience, with specialized expertise in designing, establishing and managing help desk systems. Demonstrated experience in broad range of hardware and operating systems and complete software life cycle for large and small systems, including installation, configuration, maintenance and troubleshooting. Skilled in developing / analyzing technical specifications, problem diagnosis and resolution, procurement and project management. Proven ability to achieve service requirements in regulated contract environment. Also, strong skills in staff supervision, written and verbal communications and delivering technical training and presentations. PROFESSIONAL EXPERIENCE Acting Manager of Customer Support / Customer Support Specialist 10/20xx to Present [2 years] Healthcare Management Software 345 Franklin Rd. Salary: $61,000 McLean, VA 22102 40 hours/week Supervisor: Jenny Dow, (703) 224-5555 x 123. Please contact me before contacting supervisor. As acting manager, provide help desk support for this national hardware and software provider. Support nearly 200 hospitals in U.S. and Puerto Rico, with over $10 million in annual revenue. Report directly to Chief Technical Officer and Chief Information Officer. • Customer Support: Diagnose and resolve level 2 hardware and software problems, working with hospital staff on 24/7 basis. Also support internal staff, both on-site and telecommuting. Develop and manage Service Level Agreements, including tracking reports and performance standards. Develop customer support policies, procedures and standards, defining group-use policies and preparing reports on problem types, system usages and resolution details. Research and evaluate trends in support problems to identify patterns and recommend solutions. Ensure compliance with data security standards and HIPAA regulations. Train employees on programs and develop end-user guides (internal and external). Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 8 • Procurement: Manage hardware and software purchasing for all contracts and installations. After customer approval of contract, determine technical specifications and procure equipment. Review vendor options, analyzing pricing and delivery estimates. Select best option and prepare purchase orders. As needed, conduct cost and product analysis for new hardware. Coordinate delivery and installation with internal installation team. Manage inventory for contracts, including $5 million warehouse for Department of Veterans Affairs; ensure compliance with Statement of Work. As applicable, follow government purchasing, acquisition and contract regulations. • Management: Direct team of three help desk staff, including one contract employee. Interview and recommend prospective hires; train and coach employees. Assign work, evaluate performance and provide feedback and career development guidance. Manage all personnel administration duties, including time and leave approval and scheduling. • Communications / Technology Management: Project Manager for all internal communications and information technology needs. Determine requirements for upgrades and new equipment for desktops, laptops, network, servers, printers, PDAs, cell phones, copiers and other office equipment. Manage technology and communications budget and expenditures, as well as develop relevant strategic and operating plans. Review and select best vendor options for price and service; procure and install hardware and software. Set up, configure and administer network and all new devices. Test and ensure functionality. Establish and enforce information security policies and procedures. Maintain internal inventory. Design, code and maintain sales pipeline and quote spreadsheets. Serve as technical advisor / expert on hardware and software issues. Also, assess operations and recommend process improvements. Key Accomplishments: • • • • • • • Reduced yearly mobile phone bill by $1,200 through elimination of unneeded service. Created inventory system to track internal hardware. Defined security policies to lock all existing hardware to furniture, stopping theft of computers. Developed and currently maintain problem tracking and resolution databases; key player in acquisition of system, as well as installation and configuration. Defined and implemented escalation procedures, including time frame, process, customer contact and levels of management involvement. Expanded use of support system from customer support staff to include all employees; currently developing plan to allow system access by end-users via Internet. Installed encryption policy for servers running c.Support, adding layer of data security protection. Currently providing training on new c.Support system to all company employees; also, developing hard-copy customer guides for web-based problem reporting system. Assistant Manager, Technical Support 06/20xx – 03/20xx [3 years] First America Software 12345 American St. Salary: $83,000 Reston, VA 20190 40 hours/week Supervisor: George Mead, last known number: (703) 222-3333. May be contacted. Managed customer support call center for North American division of this international software company. Supported 20 client companies, taking level 2 help desk calls for Tamino desktop application. • Management: Directed two subordinate employees, handling all relevant management tasks. Administered and developed department budget, analyzed work processes and recommended Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 9 improvements and managed staffing program. Trained and developed staff, approved time and leave and evaluated performance. Interfaced with U.S. senior management and support staff in Germany. • Help Desk: Received level 2 calls; diagnosed and resolved problems. Verified problem reports and assigned tasks to correct issues. Researched trends in customer support requirements and developed or recommended solutions. Developed and implemented procedures for customer service delivery; assured staff adhered to relevant policies and practices. • Software Analyst: Ran test environments including Java, Apache, DOM, SAX, XPath, XQuery, XSLT, XML parsers and multiple DTDs and schemas on Linux and Windows. Authorized dozens of key generations worth $45,000 each. Published articles and white papers for Tamino user community. Received numerous written compliments from major clients including Roche Vitamins, MorganStanley and State of California, after assisting them with complex deployments. Key Accomplishments: • Received Customer Support Awards: Gold (2003), Silver (2003) and Bronze (2002). Principal Computer Analyst / Principal Engineer 05/19xx – 05/20xx [8 years] Northrop Grumman 2010 Industrial Ave. Salary: $68,900 McLean, VA 22032 40 hours/week Supervisor: John Dewey, company disestablished, contact information unknown. Supervisors at USPTO: Mary Rozet Smith, (571) 272-5842, USDD; William James, (571) 272-5144, DCOD. May be contacted. Held series of information technology and management positions for this government contractor, including positions at U.S. Patent and Trademark Office and National Weather Service. Principal Computer Analyst, 5/98 to 5/00, USPTO By-name requested to be principal engineer on USPTO Systems Engineering and Technical Assistance (SETA) contract. • Systems Analysis / Design: Researched and developed requirements definition and systems design of Remedy-based help desk system and custom set of handheld barcode scanner programs written in Visual Basic and C. Reverse engineered and redesigned handheld system interface. Installed software programs and upgrades. As systems programmer, coordinated shutdown and removal of IBM mainframe system. Monitored tape library and backup processing. Provided on-call support for remaining mainframe text and image applications. Developed shutdown checklists and assisted in actual shutdown of mainframe system, resulting in successful transition. Played key role in discovery and correction of error in an assembler module, enabling resolution and proper functionality of production image search and retrieval system. Principal Engineer, 5/97 to 5/98, National Weather Service Network Control Facility (NCF) • Customer Support: Provided second and third level help desk support. Monitored hardware and software at 20 remote sites and ensured successful fail-over to backup systems. Developed training materials for software releases and led series of training sessions for NCF staff. Assisted in testing and evaluation of new weather interface software. Served as shift site manager. Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 10 Principal Computer Analyst, 5/92 to 5/97, USPTO • Customer Support: Point of contact for all application software-related trouble tickets. Provided level 2, 24/7 on-call support for USPTO loading of new patents, ensuring compliance with strict regulatory publication guidelines. Principal computer analyst for image and text databases and retrieval systems. Supported all production application software and numerous COTS software packages, including answering client questions, identifying, analyzing and resolving problems and maintaining documentation. Diagnosed and resolved issues, identified trends and patterns in customer support requirements and provided customer training as needed. Determined if bug reports were required. Ensured compliance with information security / assurance policies, principles and practices. Developed, implemented and assured adherence to internal and external Service Level Agreements and customer support policies and procedures. Designed tracking reports and established performance standards. Served as technical advisor, preparing reports and briefing USPTO staff and management on issues. • Software Analysis / Design: Task Manager for support of Patent and Trademark Copy Sales (PTCS) for commercial sales of printed patents. Assisted in systems analysis for new and existing software. Identified production problems, wrote discrepancy reports and corrected problems in accordance with USPTO Configuration Management guidelines. Led development teams, serving as project manager. Gathered requirement data, designed programs, conducted beta testing, deployed applications and performed acceptance testing. Wrote technical and user manuals; trained end-users. Provided systems administration for problem reporting / tracking and change management system, InfoMan. Led development team for new control interface system for text-based patent retrieval software. Key Accomplishments: • • • • Received Above and Beyond Award (USPTO project, 1998); Above and Beyond Award (USPTOPTCS project, 1997); TeamWorks Award (USPTO Capability Maturity Model team, 1996); Star Award (USPTO support, 1995). Wrote numerous white papers on usage of problem analysis utilities. Worked on analysis and design team to port mainframe problem tracking system (InfoMan) to new server-based Remedy system. Assisted in testing new software installs and baseline revisions. Updated documentation on baseline revisions as needed to reflect changes in support processes. EDUCATION B.S., Computer Information Systems (BSCIS), Excelsior College, Albany, NY 12203, [date] Continuing Education, Northern Virginia Community College, Annandale, VA 22003, [date] Undergraduate Coursework, Nation University, La Jolla, CA 92037, [date] A.A., General Studies, Community College of Southern Nevada, North Las Vegas, NV 89030, [date] Undergraduate Coursework, University of Nevada at Las Vegas, Las Vegas, NV 89154, [date] TRAINING / CONTINUING EDUCATION Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 11 Object Oriented Programming with Java Introduction to XML DOM and SAX for XML Tamino Database Administration Tamino Mobile for Handheld Devices Programming Windows NT, the WIN32 API Introduction to Windows NT System Administration Oracle VII, SQL and SQL/Plus (multiple courses) IRC Database Administration IRC Terminal Simulation Panel (TSP) Technical Writing Top Down Requirements and Design, IBM Corp. Quality Improvement in Daily Work COMPUTER PROFICIENCIES Software: Oracle, 3 years; System 2000, 10 years; Natural, 3 years; IBM Information Management (InfoMan) System administrator, 8 years; INFORMIX SQL Database, 4 years; Tamino, 3 years; Apache, 3 years; Wildcat BBS, 3 years; Front Page, 2 years; MS Office 2003 Operating Systems: Windows, 10 years; Linux, 3 years; DOS, 10 years; UNIX, HP and Solaris, 5 years; MVS/ESA, 5 years; MVS/XA, 10 years; VAX/DEC/VMS, 2 years; PRIME OS, 1 year; NOSBE, 10 years; Hardware: Symbol PDAs and scanners, 1.5 years; Netgear access points, 1.5 years; Fortinet firewall, 1.5 years; Personal Computers, 20 years; Amdahl 5990-1100, 4 years; HP 9000, 1 year; Sun 3/160, 4 years Languages: XML, 3 years; Java, 3 years; PL SQL, 1 year; C, 5 years; Visual Basic, 3 years; IBM 370 ASSEMBLER, 1 year; PL/1, 8 years; FORTRAN, 10 years; InfoMan (programmer), 8 years; CLIST, 8 years; REXX, 8 years; JCL, 10 years KEYWORDS perform maintenance on desktop software and hardware receiving, configuring and deploying desktop hardware prepares technical specifications AND other acquisition-related documentation Technical direction in the management of hardware and software systems. Desktop support services Knowledge of IT principles, concepts, and methods and skills in applying them KEY EXPERIENCE: Task manager for the USPTO Desktop Field Support (DFS) Federal Resume Strategist and Federal Resume Writer: Sarah Blazucki, Certified Federal Resume Writer Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 12