MARGARET A. KELLER548 Darby Drive | Front Royal, VA 22630

(703) 606-0803 │margaret.keller@att.com

Customer Service | Logistics Coordinator | System Administrator

Senior-Level Professional with 20+ years proven track record in Database Development, Implementation and User Training; Customer Service; Purchasing; Logistics as well as Technical and Functional Support of Army automation systems. Highly skilled grasping new challenges and ideas. In-depth experience performing aspects of Microsoft SQL System Administration. Integral understanding of varied aspects of database maintenance, disaster recovery and fundamental framework. Collaborate closely with System Administrators, Data Architects, Project Managers and Software Developers to execute project database solutions. Excellent oral and written communicator with exceptional customer service skills.

A R E A S O F EX P E R T I S E

SQL Server Management Data Entry Unit Level Logistics System-

Aviation Systems Administration

Securityand Network

Management Security Level II Inventory Control Magic Total Help Desk Serena Software Help Desk Unit Level Logistics System -

Ground

Secret Clearance Document Control Customer Service Production Control Planning Rally Helpdesk

PR O F E S S I O N A L EX P E R I E N C E

AT&T GOVERNMENT SOLUTIONS, Vienna, VA 10/99 – Present System Administrator for Commercial Off-the-Shelf Software (COTS) (2000-Present)

Responsible for database development, implementation and user training of Single Stock Fund Program, Single Army Logistics Enterprise, Exchange Pricing, Funds Control and Change Management, AMC Operations Center Consolidation, Funds Control Program and 17 MSC Help Desks.

Customize workflow per customer requirements and needs. Modify COTS UI to meet customer needs, scrub data, map fields, import and export data, create

customized reports in Crystal Reports per customer requirements. Customize forms within UI to fit customer needs and requirements. Implemented an AMC Tasker Tracking System taking COTS product and creating database by

importing data and creating ticket process flow, customizing the ticket screens and reports for tracking and trouble tickets for those projects.

Create required forms, reports and toolbars that tracks all issue and changes Exchange Pricing, Funds Control, Change Configuration Board creating and modifying flow processes currently in Serena Software.

Wrote 5 Training Manuals for BMC Software (Magic). Trained 300 users on the system and process flow. Monitor, update, install and test all Magic application security and software upgrades to ensure up

time. Perform daily maintenance for 3 Magic Servers, including operating systems and SQL application

upgrades and security patches. Maintain system availability and database integrity of databases. Supported 300 +/- users that would enter trouble ticket or issue on the project. Responsible for systems development lifecycle from requirements definition through design,

implementation and testing. Responsible for creating and maintaining technical documentation, hardware and software. Research and develop solutions to quickly fix problems and present alternatives to management. Created process flows that would meet the requirements of the projects process flow while also

creating reports that would look exactly like a briefing chart, ensuring management spent less time creating status updates and briefing charts.

Used helpdesk software as one standard system task tracker for issues with in all projects.

MARGARET A. KELLER Resume, Page 2 Design and implement forms and fields’ workflow for new Serena Software (helpdesk\configuration

Management) replacement for BMC Software (MAGIC). Have created 10 Databases and conducted training and deployment to production and create

reports in crystal or using Serena’s reporting tool to create statistics or metrics for use in briefing and status updates.

Conducted field changes on daily, weekly and/or monthly basis.Net Developer Specialist (1999-2000)

Responsible for creating system administration training manuals per Army standards and requirements to implement Global Combat Standard System – Army (GCSS Army), thereby consolidating 22 programs into 1 that allows Army to streamline their logistics supply chain process.

Responsible for database development, implementation and user training of Single Stock Fund Program, Single Army Logistics Enterprise, Exchange Pricing, Funds Control and Change Management, AMC Operations Center Consolidation, Funds Control Program and 17 MSC Help Desks.

As one-person team, implemented an AMC Tasker Tracking System taking a COTS product and creating the database by importing data and creating the ticket process flow, then customizing the ticket screens and reports for tracking and trouble tickets for those projects.

Managed servers to ensure all Microsoft software was up to date as well as all patches. Trained all the users on the system. Created required forms, reports and toolbars that tracks all issue and changes.

E D U C A T I O N & C E R T I F I C A T I O N S Security +, Server+, BMC Software, Serena Software Certificates

Medical Coding, Intro to PC Troubleshooting, Information Assurance Training, SSCP Domain Access Controls,

Cryptography, CISA – Auditing Info Sys, Scrum Master Essentials, intro to SQL

Associates Degree, Information Technology & General Business, (Strayer University), In Progress

TE C H N O L O G I C A L SK I L L SWindows: 2000, 2003, 2008, 2008r

SQL: 2000, 2005Windows XP

Office Suite: 2000, 2007, 2010Software: Magic Help Desk 7.5.3-8.0; Serena R2009 R1

Crystal report 10

US AR M E D SE R V I C EAutomated Logistics Specialist, Ft. Hood, TX

Provided technical and functional support for computer hardware system and upgrades for US Army STAMIS.

Provided Cadre training for the Unit Level Logistics System-Ground (ULLS-G) software upgrade and hardware support.

Provided system and LAN support for the Unit Level Logistics System-Aviation (ULLS-A) for the 4th Infantry Division.