The document provides a summary of the client's experience as an IT professional with over 26 years of experience managing IT teams and providing technical support. They have extensive experience as an IT team lead and service desk manager supporting over 2,000 users. Their background includes managing IT personnel, troubleshooting hardware and software issues, and ensuring service tickets are addressed to reduce user downtime. They are seeking a new challenging position that allows them to improve efficiency and responsiveness to internal and external user needs.

1. Client oriented IT team lead with significant experience across industry business lines
and client IT needs -- looking to obtain a challenging and rewarding position that
improves efficiency and response to internal and external user requirements.
Relevant experience
SoutheastRegion IT Team Lead - Liaison between business lines and corporate IT; Manager/ technician with 26
years’ experience; Clientoriented,dependable,energetic manager and problem solver with oversightof
troubleshooting, network management, systems backups,archiving,disaster recovery, debugging and expert one on
one client issue support.
Project experience
AECOM, Germantown, MD (October 2014 to present)
URS Corporation, Germantown, MD (February 2006 to October 2014)
(AECOM merged with URS on October 14, 2014)
Service Desk Team Lead (March 2015 to present) - Manage service delivery personnel in MD, DC, VA and WV
supporting approximately2,000 users.Communicated job expectations; approved timesheets; planned,monitored
and appraised job results to increase staffmorale;ensured staffhad proper tools and information for success;
Coordinated and enforced systems,policies,and procedures;Ensured all service tickets were completed within the
projected SLAs to reduce user downtime;escalation pointfor trouble tickets or urgent issues; held weekly
status/qualitymeetings with Office Managers in region to ensure IT needs were metfor operational support;
Maintained quality service by establishing and enforcing organization standards.
Service Desk Technician (April 2013 to Mar 2015) - Used Active Directory to create and resetuser and machine
accounts as well as permission groups;resolved hardware and software user issues for approximately2,000 regional
staff, including imaging the computers;resolved network connection problems and escalated to the Network team
when necessary;Assisted with meeting setups when needed;setup computers based on individual needs;
decommissioned computers when necessary;ticket platform used - Cherwell ticketing system and CA Service Desk
Manager; used Bomgar,MS Communicator screenshare or RDP for remote troubleshooting sessions;partof the XP
remediation team responsible for upgrading anylingering Windows XP computers to Windows 7 (2014)
Queue Coordinator (November 2012 to April 2013) - Assigned incoming tickets to technicians in the Central and
Eastern time zones, load-leveling technicians for qualitymanagement;assisted with assigning tickets in the Mountain
and West time zones as needed;gathered data on ticket classifications to identify work efficiencies/bestmanagement
practices to improve our service delivery; gathered information from each office regarding software and servers onsite
to disperse to all Service Desk technicians to broaden individual technician’s impact;completed tickets for password
resets and software installs so the technicians could focus on the more time consuming issues; ensured technicians
had appropriate tools and information to perform their jobs;provided guidance/technical support to technicians as
needed;tickets were managed in the Cherwell ticketing system
Information Technology Team Leader
AreaofExpertise
UltraVNC, Bomgar, Altiris NS, Symantec ClientSecurity,SymantecVIP
for 2-factor authentication;Numera Track-It! Technician Client,
CherwellService Management, CAService Management; Active
Directory, McAfeeencryption, SCCMadministration,Remote
Desktop Manager; Support Management,Technical Understanding,
Analyzing Information,Informing Others, Staffing, ProblemSolving,
Coordination,Quality Management,Communication
YearsofExperience
26 Years
Education
B.S., 1991, Information Systems Management,
University ofMD-BaltimoreCounty, Catonsville,MD
A.A., 1988, ComputerProgramming,PrinceGeorge’s
CommunityCollege,Largo,MD
Contact Information:
Jacinta B Cowgill
12406 ValleysideWay
Germantown, MD 20874
443.271.5332
jaycowgill@aol.com

2. AECOM Jacinta Cow gill
Page 2 of 3
IT Helpdesk Manager (August 2011 to November 2012) - Parallel tasks to my PC Technician duties with the added
responsibilities of: supervising helpdesk staffto ensure optimal service levels; guide myteam to help them perform at
their highestlevel so they can provide optimal service; run weekly reports to identify where we can work more
efficiently to improve our service; work with group leaders and senior managementon any special software/hardware
needs or special IT circumstances theymay have in order to optimize their capabilities; approve timesheets and
vacation requests for my team;perform yearly Performance Reviews;make sure myteam has all the tools and
information they need to perform their jobs;Define roles for each team member and setlevel of expectation; outline
Helpdesk supportprocedures and give to senior managementfor office distribution
PC Maintenance Technician (August 2007 to August 2011) - Provide guidance and technical assistance to
companyof over 500 employees based on their various computer needs;install software on computers as necessary;
provide written communication to ensure thatimportantinformation is distributed to all employees;responsible for
setup of onsite visits with satellite offices for information technology(IT) support;schedule and coordinate visits with
office managers to ensure their equipmentand networks are operating effectively; provide setup of audio-visual
equipmentand computers for training sessions and meetings;provide technical supportfor network connectivity; use
Numera Track-It Technician Clientto track all helpdesk requests;update tickets with quality notes to provide a
knowledge base to be used to aid other technicians with possible solutions to similar problems;responsible for
supervising,monitoring,and distribution ofall incoming helpdesk tickets to the appropriate technicians;inspectall
helpdesk tickets for quality control before closing to ensure the issue has trulybeen resolved and that proper notes
have been entered into the ticket by the respective technicians;analyze tickets and resolved them as quickly as
possible to limitthe user’s downtime and help them meet their deadlines in addition to meeting myown; examine and
enforced corporate policies and procedures as theypertain to the computer systems to ensure the safeguarding of
sensitive client(both federal and private) information;enforce corporate security policies to ensure compliance with
Federal security requirements;review Standard Operating Procedures and various corporate manuals to assistin
creating new procedures to enhance the quality of supportthat we provide.
Responsible for training new employees to setup and manage machines and to enforce the Corporate Security
Policies and Procedures;use remote tools such as VNC,Altiris, and Remote Desktop for remote assistance to
resolve issues over the LAN/WAN; assist in the migration ofall the companymachines to a new domain;configure
network printers and file services in a Windows environment;manage various special projects as requested (e.g.,
Laptop Encryptions,Machine Inventories, Special Software Deployments,etc.); responsible for traveling to satellite
offices and other regional offices to provide technical assistance to employees when a need arises
Program/Billing Assistant (February 2006 – August 2007) - Assisted the program manager for the FEMA HMTAP
(Hazard Mitigation Technical Assistance Program) contractwith accounting issues,including projectbudget
managementand help resolve non-billable charges;worked with other offices to get transfers ofunallowable charges
moved; assistHMTAP Task Order Coordinators (TOCs) with subcontractcompliance and FEMA monthly reporting
requirements;Familiarized myselfwith HMTAP manual which outlines the rules and regulations;responsible for
training employees and TOCs in the HMTAP contract rules by creating informational material and speaking attraining
sessions;Uploaded information and reports onto the HMTAP dashboard website on a weekly basis
FEMA Disaster Deployments Firstresponder disaster situations for FEMA’s Public Assistance Technical Assistance
Contract – FEMA security clearance required to work in FEMA Joint Field Offices (JFOs)
Desktop Reports Specialist, QA/QC Department Baton Rouge, LA (March2007 – June 2007) - Reviewed
Project Worksheets (PWs) based on damage done bythe Rita and Katrina Hurricanes in the Baton Rouge,New
Orleans and surrounding areas;maintained various reports regarding the status ofthese PWs for the departmenton
a weekly basis; these reports wentto managers both in the various FEMA JFOs in Louisiana as well as the FEMA
Headquarters in Washington,DC.
Reports Specialist, Public Assistance Department Austin, TX (November 2008 – April 2009) - Created and
maintained reports regarding the progress ofthe clean-up from Hurricanes Ike and Gustav in the southern Texas
areas;these reports wentto managers both in the various FEMA JFOs in Texas as well as the FEMA Headquarters
in Washington,DC;verified all information before its release to the various media outlets to ensure the integrity of the
data before it was released to the media;handled special requests for information from FEMA Regional and
Headquarters personnel.

3. AECOM Jacinta Cow gill
Page 3 of 3
Carday Associates, Lanham, MD (June 1984 to February 2006)
Data Processing Operator (July 1989 – February 2006) - Data entry; prepared reports for various departments;file
maintenance ofclientdata; troubleshooting local computer,network and printer problems;performed nightlytape
backups
Administrative Clerk (November 1985 – July 1989)
Enrollment and Records Clerk (September 1984 – November 1985)
Summer Clerk (June 1984 – September 1984)
Volunteer Experience
Special Olympics – Maryland (June 1998 – June 2007) - Summer Games Management Team – Softball Venue
Director. Manage event before and during the day of the games;evaluate participating teams and divide into
divisions ofsimilar skill levels;recruitand organize umpires and other volunteers for their respective duties;
coordinate four (or more) separate softball tournaments based on the athletes’ various skill levels as well as an
individual skills competition simultaneously;hold medal/ribbon presentations for each division based on
teams’/participants’ place offinish in tournament;setup and break down venue; coordinate all volunteers for the
venue; complete all paperwork for Special Olympics records.
Supplemental Experience
Mercantile Bank, Linthicum, MD (August 2003 thru October 2003) Data Entry in the Proof Departmentofthe
bank; using an NCR encoding machine,encoded the MICR line (bank number,accountnumber,serial number and
amount,as needed) on all incoming checks and depositslips from the banks in the Mercantile Bank network (about
20 banks total);"proofed" all incoming deposits,ensuring thatall were balanced;noted errors when deposits were not
in balance and forwarded to the appropriate departmentfor error processing;keyed 2400 items per hour.