cs-federal resume sample

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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 Patentand 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 tothe GS-12 level, with an additional seven years of experience working for the UPSTO as acontractor.

THE JOB ANNOUNCEMENT

Information Technology Specialist (CUSTSPT)

Duties:

This position is located in the Office of the Chief Information officer (OCIO), Office ofCustomer Support Services (OSCC), Desktop Support Services Division (DSSD). TheDesktop Support Services Division provides desktop services throughout the USPTO. Thisincludes performing remedial maintenance on desktop software and hardware;receiving, configuring and deploying desktop hardware; and moving desktophardware. The incumbent of this position serves as the task manager for the USPTODesktop Field Support (DFS) task order, of which is a multi-million dollar a year task. Assuch, the incumbent prepares technical specifications, statements of work, taskorders, requirements initiatives, and other acquisition-related documentationnecessary to effectively obtain and manage the quality and adequacy of contractor-supported activities. Specifically, the incumbent performs the following functions: Provides

technical direction and leadership in the management of hardware and softwaresystems. Communicates with all levels of management through presentations. Theposition requires knowledge of IT principles, concepts, and methods, and skills inapplying them to a variety of IT responsibilities.

QUALIFICATIONS REQUIRED:




Eligibility and Qualifications Requirements: Applicants must meet the United States Patentand Trademark Office eligibility requirements and the following United States Office ofPersonnel Management's (OPM) qualifications requirements (including specialized experienceand/or educational requirements) for the advertised position. Applicants must meet all eligibilityand qualifications requirements by closing date of the vacancy announcement. Additionalinformation 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 otherFederal 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 beenequivalent 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 theapplicant analyzed a number of alternative approaches in the process of advising managementconcerning major aspects of ADP system design, such as what system interrelationships must beconsidered, 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 andtroubleshooting/resolving problems to the extent possible. Recommending changes in standardcustomer support procedures where existing procedures no longer provide solutions that areoutdated. Providing support to customers with varying levels of computing skills and supportinga 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 techniquessufficient to: receive, respond to, and ensure complete resolution to any help center call, giveneeded guidance or training to customers to prevent recurrences.

Candidates for the GS-13 grade level must have at least 52 weeks of specialized experienceequivalent 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 demonstratesaccomplishment of computer project assignments requiring knowledge of computer requirementsand techniques pertinent to the position to be filled.

http://www.opm.gov/qualifications

http://www.opm.gov/qualifications




IMPORTANT: Candidates must possess specialized experience directly related to the duties asdescribed in the ‘Major Duties’ section above. This experience must be reflected in your resumeand your responses to the Knowledge, Skills, and Abilities (KSAs) listed in the ‘How You WillBe 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 thegovernment. However, her résumé didn’t demonstrate her qualifications, such as the senseof complexity of work that she did or the level of responsibility that she had at her privateindustry job. She had worked previously for the agency she wanted to apply to, USPTO, asa 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 andexperienced, but also demonstrate her management and analysis skills. Finally, herrésumé needed to be better organized and include the required compliance details.

BEFORE

Jane Addams5432 Hull House Rd.

Fairfax, VA 22222(703) 123-4567 (home)

[email protected]

Summary:I seek a position where I can use my technical and communication skills to provide totalcustomer 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. Ihave worked with complex requirements and configuration management protocols andserved as a customer liaison in a highly regulated contract environment. My dedicationand 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




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 forwireless 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 AmericaSoftwarePrimary analyst for the Americas in support of Tamino XML database enterpriseapplication software. Ran test environments including java, Apache, DOM, SAX, XPath,XQuery, XSLT, XML parsers and multiple DTDs and schemas on Linux and Windows toverify bug reports and assign fix responsibilities. Recieved numerous written complimentsfrom major clients after assisting them with complex deployments. Authorized dozens ofkey generations worth $45,000 apiece. Published articles and white papers for the Taminouser 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), SystemsEngineering and Technical Assistance (SETA) contract. Worked on the requirementsdefinition and systems design of help desk system based on Remedy, and a custom setof handheld barcode scanner programs written in Visual Basic and C. Responsible forreverse engineering and redesign of the handheld system interface. Also worked as asystems programmer for the shutdown and removal of the IBM mainframe system.




Monitored tape library and backup processing. Provided on-call support for theremaining mainframe text and image applications. Developed shutdown checklists andassisted in the actual shutdown of the mainframe system, resulting in a successfultransition. 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 GrummanPrincipal engineer responsible for second and third level help desk support for theNational Weather Services Network Control Facility (NCF). Developed training materialsfor software releases and led a series of training sessions with the NCF staff. Assisted inthe testing and evaluation of new weather interface software releases. Responsible formonitoring hardware and software at twenty remote sites and ensuring successful fail-over to backup systems.

5/19xx to 5/19xx [5 years] Principal Computer Analyst, Northrop GrummanPrincipal computer analyst responsible for providing second level support to the USPTOimage and text databases and retrieval systems. Supported all production application

software and numerous COTS software packages by answering client questions, doingproblem identification/analysis, resolution and documentation. Functioned as the TaskManager for the support of Patent and Trademark Copy Sales (PTCS), for commercialsales of printed patents. Provided systems administration for Info/Man, the problemreporting/tracking and change management system. Assisted in systems analysis fornew and existing software. Responsible for identifying production problems, writingdiscrepancy reports, and correcting problems in accordance with USPTO ConfigurationManagement guidelines. Led the development team responsible for a new controlinterface system for text based patent retrieval software that was used without problemfor six years.

Additional Courses:Object Oriented Programming with JavaIntroduction to XMLDOM and SAX for XMLTamino Database AdministrationTamino Mobile for Handheld DevicesProgramming Windows NT, the WIN32 APIIntroduction to Windows NT System

AdministrationOracle VII, SQL and SQL/Plus (multiple courses)IRC Database AdministrationIRC Terminal Simulation Panel (TSP)Technical Writing

Top Down Requirements and Design, IBM Corp.Quality Improvement in Daily Work

Software Products:Oracle, 3 yearsSystem 2000, 10 yearsNatural, 3 yearsIBM Information Management (InfoMan) Systemadministrator, 8 yearsINFORMIX SQL Database, 4 yearsTamino, 3 years

Apache, 3 yearsWildcat BBS, 3 yearsFront Page, 2 yearsVarious custom systemsMS Office

Operating Systems:Windows, 10 yearsLinux, 3 yearsDOS, 10 yearsUNIX, HP and Solaris, 5 years

Hardware:Symbol PDAs and scanners: 1.5 yrsNetgear access points: 1.5 yrsXXXXX firewall: 1.5Personal Computers, 20 years




MVS/ESA, 5 yearsMVS/XA, 10 yearsVAX/DEC/VMS, 2 yearsPRIME OS, 1 yearNOSBE, 10 years

Amdahl 5990-1100, 4 yearsHP 9000, 1 yearSun 3/160, 4 yearsIBM 3084, 2 yearsIBM 4341, 7 yearsVAX 8350, 2 yearsPrime 550, 1 year

CDC 830, 13 yearsTektronix Graphics Systems, 3 years

Programming languages:XML, 3 yearsJava, 3 yearsPL SQL, 1 yearC, 5 yearsVisual Basic, 3 yearsIBM 370 ASSEMBLER, 1 yearPL/1, 8 yearsFORTRAN, 10 yearsInfoMan (programmer), 8 yearsCLIST, 8 years

REXX, 8 yearsJCL, 10 years




RESUME SOLUTION: Jane’s new resume includes a concise profilestatement, clearly defined accomplishments and an outline format thatshowcases the key IT skills and experience required for the position.

The new resume also presents projects very clearly with headings for theproject titles. It is very easy to see the projects and services provided tocustomers with this new format.

Note for format: To convert this Paper Federal Resume Format to theOutline Format, you can turn the Boldface and Underline text into ALLCAPS:

CUSTOMER SUPPORT: Diagnose and resolve level 2 hardware and software problems, working withhospital 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 patternsand recommend solutions. Ensure compliance with data security standards and HIPAA regulations. Trainemployees on programs and develop end-user guides (internal and external).

KSAs for this application are included on the CD-ROM under the KSAsection.




AFTER – Federal Resume – “ Paper” Federal Resume format

JANE ADDAMS

5432 Hull House Rd. • Fairfax, VA 22222Residence: (703) 123-4567 • Office (703) 321-1234 x 123

Email: [email protected]

SSN: 123-45-6789 Candidate Source: ExternalCitizenship: U.S. Veteran’s Preference: N/A

OBJECTIVE: Information Technology Specialist (CUSTSPT), GS-2210-12/13Announcement Number: PTO-06-160DE

PROFILE: Over 25 years of IT experience, with specialized expertise in designing, establishing andmanaging 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 staffsupervision, 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 Software345 Franklin Rd. Salary: $61,000McLean, VA 22102 40 hours/weekSupervisor: 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. Supportnearly 200 hospitals in U.S. and Puerto Rico, with over $10 million in annual revenue. Report directly toChief Technical Officer and Chief Information Officer.

• Customer Support: Diagnose and resolve level 2 hardware and software problems, working withhospital staff on 24/7 basis. Also support internal staff, both on-site and telecommuting. Develop andmanage Service Level Agreements, including tracking reports and performance standards. Develop

customer support policies, procedures and standards, defining group-use policies and preparingreports on problem types, system usages and resolution details. Research and evaluate trends insupport problems to identify patterns and recommend solutions. Ensure compliance with data securitystandards and HIPAA regulations. Train employees on programs and develop end-user guides(internal and external).




• Procurement: Manage hardware and software purchasing for all contracts and installations. Aftercustomer approval of contract, determine technical specifications and procure equipment. Reviewvendor options, analyzing pricing and delivery estimates. Select best option and prepare purchaseorders. As needed, conduct cost and product analysis for new hardware. Coordinate delivery andinstallation with internal installation team. Manage inventory for contracts, including $5 millionwarehouse 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 andinformation technology needs. Determine requirements for upgrades and new equipment fordesktops, laptops, network, servers, printers, PDAs, cell phones, copiers and other office equipment.Manage technology and communications budget and expenditures, as well as develop relevantstrategic and operating plans. Review and select best vendor options for price and service; procureand 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. Serveas 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 inacquisition of system, as well as installation and configuration. Defined and implemented

escalation procedures, including time frame, process, customer contact and levels of managementinvolvement.

• Expanded use of support system from customer support staff to include all employees; currentlydeveloping 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 Software12345 American St. Salary: $83,000Reston, 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




improvements and managed staffing program. Trained and developed staff, approved time and leaveand 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 andassigned tasks to correct issues. Researched trends in customer support requirements and developedor 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 ofkey generations worth $45,000 each. Published articles and white papers for Tamino user community.Received numerous written compliments from major clients including Roche Vitamins, Morgan-Stanley and State of California, after assisting them with complex deployments.


• Received Customer Support Awards: Gold (2003), Silver (2003) and Bronze (2002).

Principal Computer Analyst / Principal Engineer 05/19xx – 05/20xx [8 years]

Northrop Grumman2010 Industrial Ave. Salary: $68,900McLean, VA 22032 40 hours/weekSupervisor: 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 ofRemedy-based help desk system and custom set of handheld barcode scanner programs written inVisual Basic and C. Reverse engineered and redesigned handheld system interface. Installed software programs and upgrades. As systems programmer, coordinated shutdown and removal of IBMmainframe system. Monitored tape library and backup processing. Provided on-call support forremaining mainframe text and image applications. Developed shutdown checklists and assisted inactual shutdown of mainframe system, resulting in successful transition. Played key role in discoveryand 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 andsoftware at 20 remote sites and ensured successful fail-over to backup systems. Developed trainingmaterials for software releases and led series of training sessions for NCF staff. Assisted in testing andevaluation of new weather interface software. Served as shift site manager.




Principal Computer Analyst, 5/92 to 5/97, USPTO

• Customer Support: Point of contact for all application software-related trouble tickets. Provided level2, 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, includinganswering client questions, identifying, analyzing and resolving problems and maintaining

documentation. Diagnosed and resolved issues, identified trends and patterns in customer supportrequirements 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 Agreementsand customer support policies and procedures. Designed tracking reports and established performancestandards. Served as technical advisor, preparing reports and briefing USPTO staff and managementon 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 withUSPTO 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 systemsadministration for problem reporting / tracking and change management system, InfoMan. Leddevelopment team for new control interface system for text-based patent retrieval software.


• Received Above and Beyond Award (USPTO project, 1998); Above and Beyond Award (USPTO-PTCS project, 1997); TeamWorks Award (USPTO Capability Maturity Model team, 1996); StarAward (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




Object Oriented Programming with JavaIntroduction to XMLDOM and SAX for XMLTamino Database AdministrationTamino Mobile for Handheld DevicesProgramming Windows NT, the WIN32 API

Introduction to Windows NT System AdministrationOracle VII, SQL and SQL/Plus (multiple courses)IRC Database AdministrationIRC Terminal Simulation Panel (TSP)Technical WritingTop 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

KEYWORDSperform maintenance on desktop software and hardwarereceiving, configuring and deploying desktop hardwareprepares technical specifications AND other acquisition-related documentationTechnical direction in the management of hardware and software systems.Desktop support servicesKnowledge 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

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