1. Felicia Catchings
125 Sherman Court
Raeford, NC 28376
Phone: 910-797-0088
vhodge72@gmail.com
Professional Goal
Tier 1 and Tier 2 Desktop and Helpdesk support.
Certification
ITIL v.3 Foundation October 2012
CompTIA Security + ce April 2012
CompTIA Network + October 2008
Hardware Experience Software Experience
Dell & HP desktops & laptops Microsoft Windows 7 Antivirus software
Thin Clients (Next Generation Desktops) Microsoft Office Suite Siebel
Desktop Video Teleconference equipment Remedy Active Client
Education
Tandberg Certification August 2007
Trained on how to properly setup and use Tandberg equipment for video teleconferencing
meetings.
Information Technology Management Course October 2004 to February 2005
Trained to create user accounts in Active Directory. Configured routers and switches. Created
straight through, rollover, and crossover network cables.
Basic Information Technology Training August 1997 to November 1997
Trained on the basic components of desktop computers. Trained on the installation of
hardware and software. Taught troubleshooting skills in regards to hardware and software.
Personal Experience
• Worked over 15 years in the information technology field.
• Managed a help desk that serviced over 12,000 users within Seoul, Korea.
• Managed and created classified and unclassified user accounts in Active Directory.
• Responsible for $8,000,000 worth of information systems without zero loss.
Employment History
Service Desk Technician July 2013 - Present
J2 Associates, Ft. Bragg, NC 40 hours worked per week
• Migrated classified and unclassified desktops and laptops to Windows 7 image.
• Provided phone and help-desk support for local and remote users.
• Provided technical support and troubleshooting to network connectivity, desktop, and laptops.

2. Felicia Catchings
Senior Helpdesk Technician March 2012 – June 2013
General Dynamics Information Technology, Ft. Meade, MD 40 hours worked per week
• Created and unlocked accounts, changed passwords in Active Directory.
• First customer contact and maintained a high level of customer satisfaction.
• Resolved over 90% of customers’ computer problems over the phone.
DesktopTechnician October 2011 – February 2012
NewEgg, Memphis, TN 40 hours worked per week
• Imaged and upgraded Dell desktops.
• Installed additional memory and replaced hard drives in desktops.
• Troubleshot users’ problems with software, hardware, and networking.
DesktopSupport Analyst January 2011 – August 2011
International Paper, Memphis, TN 40 hours worked per week
• Imaged Dell laptops with Windows 7 and backed up customers’ profiles with User State
Migration Tool(USMT).
• Installed additional memory into laptops.
• Transitioned approximately 3,000 users from Windows XP to Windows 7.
Information Technology Staff Assistant June 2008 - November 2010
U.S. Army, Honolulu, HI 40 hours worked per week
• Installed, imaged, upgraded, and maintained over 500 computer systems.
• Managed and created over 300 user accounts in Active Directory.
• Maintained hardware and software on laptop and desktop computer systems.
Information Systems Supervisor May 2007 – May 2008
U. S. Army, Seoul, Korea 40 hours worked per week
• Maintained a server room filled with servers, routers, switches, taclanes, and uninterrupted
power supplies.
• Supervised 25 personnel within the server room while overseeing the help desk, video
teleconferencing, and communications security departments.
• Created over 500 classified and unclassified user accounts on Active Directory.
Information Assurance Security Officer June 2004 – April 2007
U. S. Army, Killeen, TX 40 hours worked per week
• Imaged and managed approximately a 100 computer systems.
• Replaced hardware such as network cards, video cards, memory, and hard drives.
• Trained users on basic computer skills and security awareness.