Chardon Phillips

IT Computer Specialist GS-11 (mid Career Professional)

U.S Department of Defense (Nellis AFB Las Vegas, NV current Job- September 2022 to current) 
    In my current position as a IT specialist at Nellis AFB in las Vegas, NV within the 805th CTF (computer focal point department) having to be one of the IT administrators Nellis AFB Local Area Network (LAN). to over 500 military and civilian and contractor personnel. Setting up user accounts, re-imaging laptops, and iPhones, tablets, desktop pc’s etc. Also responsible for setting up creating, disabling, and deleting user personnel pc accounts on unclassified and classified secret up to top secret accounts for all users on Nellis air force base. Also patching network closets bringing up ports and bringing down ports in server room for unclassified and classified lines. As IT specialist at the 805th communications focal point at Nellis air force base I also help plan for current and future technology integration and working technical pc related issues for compatibility and standardization of air force regulations based on current and projected IT customer needs. Help providing customer service and technical assistance and support throughout the 805 Communications focal point squadron. Conducts feasibility studies to identify and analyze IT network failures within the entire 500 personnel facility. Throughout the 805th customer focal point service desk department. Also responsible for determining customer requirements and assisting over 500 military, civilian, and contractor personnel by recognizing and analyzing IT protocol trends.
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U.S DEPARTMENT OF VETERANS AFFAIRS Jan 2016- Sep 2022
IT Specialist at Miami Veterans Hospital 
Present Position GS-11 step 2
5 days a week Hours Per Week 40
IT Specialist at Miami Veterans affairs hospital (This is a federal Job)
Duties, Accomplishments and Related Skills:
       As a IT specialist while at the Miami Veterans hospital from Jan 2019 – Sep 2022 currently as a GS-11 at Miami VA medical center and with over 10 years IT technical experience developing, implementing, and coordinating activities to ensure, protect, and restore IT systems, services, and capabilities and learned IT-related experience demonstrating the four competencies of Attention to Detail, Customer Service, Oral Communication and Problem Solving. over 10 years’ experience in IT to program, develop, test, and configuring software and applications on automated information systems such as Cprs and Vista, dbate, big fix, secure crt software and cisco applications to name a few as a GS-11 the last three years here at Miami VA hospital ; assisting with identifying, implementing, testing and remediating technical IT requirements for assigned technologies and environments throughout Miami VA hospital with regards to hardware, software, and networking IT closets and patching ports to bring users back on the network throughout the 12 floor hospital patching ports physically and remotely through secure crt ;participating in system requirement reviews and testing; experience with Oracle Forms and Reports, PL SQL, packages, and functions as it relates to programming as well. I have experience working with Active Directory Accounts with over 5,000 users and understand their interrelationships with mobility devices. Such as configuring, deploying, and troubleshooting mobility or broadband devices such as Smart Phones, tablets, or other wireless devices. Also providing end-user support for wireless network technology such as Wi-Fi throughout the 12 floors of the Miami VA hospital.
   Spent last three years from 2019 to 2022 at Miami Veterans Affairs hospital working as a GS- 11 with customers, internal support teams, or vendors to process and receipt for orders, initiate changes or disconnects for mobile device services, and track items to ensure completion. In addition, as a GS-11 IT specialist last three years here at Miami VA hospital I have Processed mobility orders, receipts, changes, disconnects, upgrades, or other similar functions for customers. Created, analyzed, or audited reports to provide summaries for status of computer or mobility deployments, updates, or similar tasks. Recorded tickets and work activities within a centralized IT Service Management (ITSM) tracking tool. Configured and deployed mobility devices according to established procedures. Performed direct IT computer support functions for customers (e.g., imaging computers, troubleshooting IT issues, etc. My other experience includes working on a project or within a team by having participated on multiple projects or teams concurrently that included other IT professionals and stakeholders. I contributed to multiple 

projects alongside my regular duties. I was able to deliver my assignments within expected timelines and with desired results which encompassed and included leading several projects or initiatives throughout 
Miami VA hospital and leading IT projects on 4 different offsite medical facilities that we support as well in various different medical departments and performed project management activities such as tracking deliverables guiding team members on their respective tasks and communicating with sponsors and stakeholders. Extensive networking experience patching and clear ports on 12 different in over 20 different IT closets. floors throughout the hospital. Troubleshooting printers, faxes, voip phones, iPhone, iPad, laptops, desktops. Also, re-imaging thousands of HP and Dell laptops and windows 10 model 9020,7050,7040, desktop boxes. Also supporting 4 different off-site clinics as well in addition to supporting all users at Miami VA hospital. Also responsible for installing over 50 different software applications for users in various medical departments throughout the hospital. Who either worked offsite, onsite at medical facility or teleworked at home. Users consist of doctors, nurses, medical support assistant, psychologist, physical therapist, DOD and VA private contractors and other medical personnel who need support at Miami VA hospital or the four different offsite VA medical centers. 
1. Attention to Detail – Over 10 years IT specialist experience in being very thorough when performing work and conscientious about attending to detail for various customers ranging from hardware, software, and networking technical issues and resolving them in a timely and efficient manner. 
• While as a GS-11 currently here at Miami VA hospital Have had to trouble shoot a variety of issues on a daily basis here at Miami VA hospital last three and a half years here. Which included being a part of a massive windows 10 upgrade of all 5,000 employees within the hospital imaging swapping out all thousands of users with windows 7 and upgrading them to windows 10. Also reimaging over 3,000 of desktops and laptops with windows 7 to windows 10 and making sure that necessary software updates were ran and that gpupdate and machine software, hardware, polices were up to date for all users who had been upgraded to windows 10 within the hospital.  Also configuring new voice over IP phones and cisco VoIP software to over 2,000 on site medical personnel and connecting phones and configuring them to be on the Veterans affairs VoIP cisco network. Also conducted over the last three and a half years here clearing network ports to get users pc’s that were off of the domain back to VA network as well as at times going into the various IT closets within the 10 floors of the hospital and having to trace and patch network ports into the correct port to bring a particular PC back on the network. Also involved in massive Covid 19 deployment and assigning users PC and laptops and reimaging computers with necessary software for employees to be able to work from home to telework during this pandemic. Installing software like citrix and cisco AnyConnect that the users needed in order to be able to work from home. I have been able to do this by working on site and also helping users remotely via teleworking myself to contact and trouble shoot installation issues or recovery users h drive to helping them recover pst files through outlook for example.  In addition to the three and a half years here at the hospital I have well versed experience in cleaning and clearing up space for user’s PC’s through a program we have called dbate. Also paying attention to making sure that my personal ticket close out 
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remained around 8 to 10 closed and complete each day and that no ticket went over 3 days from time received to close it out. Also being an IT specialist, I have to provide consistent high quality customer support for new system hardware whether it be dell or HP desk tops and laptops and a variety of software programs VA employees would have to use cprs, vista, microsoft teams, soft phone, adobe acrobat, etc. Provided customer support service for IT equipment, software, systems, interfaces, and networks. Also ensuring contractors perform the technical and management requirements of IT contracts in accordance with contract terms, conditions, and specifications once a month for a week as part of my additional duties as being an IT escort to show the various contractors where our IT closets that they needed to get to were located and also overseeing completion of jobs that had to be completed in IT closets and server rooms. Develops, creates, maintains, and writes/codes new (or modifies existing) computer applications, software, or specialized utility programs.

2. Customer Service – Over 10 years IT specialist experience working with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the public, individuals who work in the agency as employees and or, other agencies, or organizations outside the Government such as contractors) to assessing their technical needs by providing information or assistance in resolving their problems, or satisfying their expectations. IN addition to having over 10 years IT specialist experience in being Very knowledgeable and well versed about available products and services; whether software, hardware, or networking related and being committed as IT specialist from my years of experience in the private and government sectors consistently providing high quality customer service. High level and competence in over 10 years of total IT experience in working in (hospitality/Casino and Veterans affairs hospital experience) providing quality customer care face to face trouble shooting hardware related issues such as installing VoIP phone, physically configuring a printer, patching IT network closets to  Having to consistently on a daily basis meet with employees face to face in the various departments throughout the 12 floors of Miami VA hospital and having to physically go  to their office to trouble shoot and complete assigned tickets by providing professional and polite attitude

   Customer service experience has also included during my present position as IT specialist here at Miami VA federal hospital asking questions as to the end users issues and resolving each issue by upholding VA ICARE core values to every individual. Have been recognized countless times in training meetings as well with exceptional timely and professional service to users. Not to mention trouble shooting users issues via phone from my desk to complete and resolve any technical issue that they have. Always specking to customers with knowledgeable and calm voice tone to walk the through steps to solve their issue. Plus, Lastly Designing group policies and access control lists for various 12 different IT closets within the hospital to ensuring compatibility with compliance of department of veteran’s affairs IT organizational standards, business rules, practices and needs within the facility on a weekly, 
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monthly basis over the three and a half years as a GS-11. Provided consistent exceptional customer support for problem solving, integrating, and managing functional operations of multiple computer systems, software packages including windows 7 windows 10, IOS, android, cisco softphone, and Linux and dhcp print servers. Lastly high level of experience in Communicating any information about system changes to networks being down in Miami VA hospital including our offsite 4 VA clinics we had to support by sending reports to our direct line of supervision via phone, email, or Microsoft teams whenever it would be down for scheduled maintience or unscheduled for network patches that happened at least several times a month.

3. Oral Communication – Over 10 years IT specialist experience being able to expresses information (for example, ideas or facts) to individuals or groups effectively, considering the audience and nature of the information (for example, technical, sensitive, controversial); making clear and convincing oral presentations; by listening to other coworkers, employees,  and supervisors attending to nonverbal cues, and responding appropriately to each individual customers technical issue and being able to resolve it in a timely manner with high level of ability to talk to end users over the phone or in person by physically interacting with end users, coworkers or management As a IT specialist I have worked Independently interacting with customers providing solid oral communication for them to and being able to understand their various diverse technical needs. Understanding to be calm and having tremendous patience which is my greatest strength in dealing with end users who had little to no technical savvy and being able to remain professional and break down the technical issue that they were having and explaining the resolution of how the incident was fixed. The goal was to keep information simple and keeping the end user able to comprehend what I was saying without getting and not overly technical. 
4. Problem Solving – Over 10 years IT specialist experience Identifying and efficiently resolving hundreds of different end user technical issues; by determining the accuracy and relevance of information for end users by looking into and having to troubleshoot various technical issues whether hardware, software, or networking related; Having to use consistent sound judgment to generate and evaluate alternatives, and to make recommendations to resolve the end users issues. Through this experience I have gained the ability to consistently think outside of the box, like configuring network ports and patching correct ethernet cables into ports in the IT closet. Also being able to manage the LAN/WAN systems, designs and monitoring new complex network systems and updates, configuring, and installing network hardware/software applications, and maintaining Local Area Network operations as well. To also handling complex issues like dealing with a massive network outage in our facility. Problem solving experience also included as IT specialist here at Miami Veterans affairs medical center troubleshooting complex computer system maintenance duties in a healthcare environment such as upgrades, patches, or managing IT networks closets on each floor of our 12-floor medical center. 
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Including the installation and integration of Miami VA healthcare systems weekly network and software fixes, and updates to each closet including patching and configuring ports and bringing ports back up on the hospitals network whenever a customer’s desktop or printer in their office was offline, and enhancements of servers as well as being responsible for maintaining the hospitals ups system which is used as a backup for servers if they go down or need maintenance on a at the facility as an IT specialist. I have additional years IT extensive experience with following end user solutions. Such as with virtual Desktop Infrastructure Dameware, Microsoft Active Directory, and. Microsoft Office. 
• Evaluated as GS-11 IT specialist here during the last three and a half years at Miami VA hospital new applications software technologies for over 5,000 VA employees who either worked onsite at our 12 floor medical facility or offsite at the four different VA smaller clinics and ensured rigorous application of  IT information security/information VA assurance policies, principles, and practices to the delivery of application software services to effectively resolve end user technical issues in a timely manner.
• Ensured on a daily basis as IT specialist GS-11 consistent software and systems quality and functionality; integrated hardware and software components; and had to write and maintain medical facility program documentation within our IT dept.
•  Responsible as GS-11 as well within our IT dept to Develop software system testing and validation procedures, programming, and documentation for VoIP phones, laptops, iPhone, iPad, routers, switches and servers throughout the 12-floor hospital.
• Over three and a half years’ experience designing, documenting, and efficiently developing critical patient care software programs by testing and installing on over 5,000 VA employees in addition to VA and DOD contractors’ desktops, laptops, iPhone, I pads, android phones and also having to implement extremely complex applications software.
       Duties and responsibilities as a GS-11 here is for supporting IT peers, supervisors, area managers, VA employees, and VA DOD contractors onsite or offsite throughout the entire IT project management lifecycle (PMLC) which encompasses the following: initiating, planning, executing, monitoring, controlling, and closing of different types of IT tickets whether it be hardware, software, or networking related. During this IT lifecycle, myself as an GS-11 IT Specialist has the responsibility for conducting project assessments, presenting project assignments to IT coworkers to complete in a timely manner, maintaining and updating of various departments in medical center the projects status, submission, final closure and lessons learned. And has to be thoughly documented in Your IT VA ticketing system which is then reviewed by direct supervision as well as IT area manager for accuracy. 
Additional IT Specialist duties as a GS-11 also include:
• Assisting department IT lead as IT project manager in managing complex IT projects/programs, including VA software application development efforts, with routine system upgrades and server, 
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hardware installations in the 12 different floors of hospital along with the 4 offsite VA clinics within the south Florida area we have to support as well.
• Ensuring IT activities are completed in accordance with the VA hospital project scope and within the approved schedule and budget constraints, so project is completed without going over government budget.
• Also assisting with as IT project manager in creating strategies for risk mitigation and contingency planning for power outages and network wide software patches to windows 10 and VA software applications employees use. as well as planning and scheduling project deliverables, goals, and milestones for requested IT Systems.
•  Having to Ensure as IT project manager all appropriate VA standards including project practices and procedures are established and followed within VA rules/regulations.
•  Responsible for the three and a half years here at Miami VA hospital Developing reports and presentations on the status of projects assigned that I was IT project team lead on overseeing four other IT techs on and delivering information to senior leadership on status and completion of projects throughout the medical facility. In addition to having to be able to analyze data from the IT project reports and needing to recommend to senior leadership areas of improvement to complete Pc installations, server issues, clinic remodels, and customer service IT service desk issues in various departments.
•  Having to communicate the status and the completion of over 40 different IT projects consistently and effectively within the hospital based upon the audience of the customers whether it be VA employees, DOD contractors, or IT senior leadership in immediate supervisors to IT area manager.
•  As IT project lead on over 40 different clinic IT projects within Miami VA hospital and having to be responsible for conducting various clinic Project assessments within the medical center to determine the scope and resources required to complete the project effectively and efficiently. Like for example determining what needs to be installed from number of pcs in a certain clinic floor or department for employees to proficiently handle their job responsibilities and providing high quality customer care. As well as having to oversee the clearing of IT ports in over 20 different IT closets whether remotely or physically going into IT closets throughout the medical center and patching network ports with ethernet cables and bringing pc’s on the VA network.

Over 10 years  IT experience Maintaining and provided IT support to ensure system operations.
Prepared IT program IT closet patches to alleviate changes in mission and business requirements.
Reviewed federal circulars and system change requests for potential security flaws.
Operated maintained and disposed of existing software applications.
Assisted with the capital planning and reporting activities.
Supported the annual DOL budget process.
   Over 10 years IT experience meeting with customers, end-users, and other IT specialists to plan, develop and implement or modify mission critical applications. 
Collaborates with IT Portfolio and Project Management to identify IT investment areas for integration and collaboration across the Department and facilitates inter-agency IT collaboration and communication.
Measures actual contributions of the portfolio against established outcome-based performance measures to determine improved capability as well as to support adjustments to the mix of portfolio investments.
Performs IT investment management analysis to ensure business mission alignment and recommends IT investments to the CIO for inclusion in the Department’s IT portfolio.
Supported the development and submission of IT business cases for major IT investments and submits the annual IT budget to OMB via the IT portfolio summary.
Conducts research on various sources such as commercial off-the-shelf (COTS) or government off-the-shelf (GOTS) for current software, methods and architecture for maintaining and revising assigned applications.
Designs, writes, tests and debugs software applications that meet technical and functional requirements of BAS customer(s).
Used Java, J2EE, JavaScript, .NET, Unix Shell Scripts, Structured Query Language (SQL), PL/SQL, HTML and other languages called for by each project plan.
Determines the applicability of products to the DOL enterprise architecture.
Ensureed that requirements for application development, deployment and maintenance are met.

U.S DEPARTMENT OF VETERANS AFFAIRS 06/2017 – DEC 2018 
West LOS ANGELES VETERANS HOSPITAL VA- Sepulveda VETERANS CLINIC
Hours per week: 40
Series: 0001 Pay Plan: GS Grade: GS-6 
Medical Support Assistant Clerk Pain Clinic (This is a federal job)
Duties, Accomplishments and Related Skills:
As a medical support assistant over the last year within the pain management clinic at the greater Losangeles VA hospital which is one of the busiest and one of the most difficult clinics within the entire hospital encompassing over 15 different specialty clinics within one clinic. Assisting and communicating with over 350 to 400 vets a week with their appointments via phone or in person at the clinic. Including working closely during a 40-hour work week with over 15 different permanent employee attending physicians and over 20 resident physicians helping book and overbook cancelled or reschedule if needed all the veteran’s appointments within the clinic that I encounter.  I have gladly and efficiently performed in a very fast-paced clinic scheduling everything from epidural, and hydrocodone shots for veteran’s leg or bask pain. To booking pain acupuncture and EMG nerve conduction test appointments with the pain clinic on a weekly basis while being at the front desk providing high quality clinical receptionist duties, customer service and other various duties assigned for the proper and timely treatment of patients 
I have also over the last year as a medical support clerk with the call center and one year with the pain clinic scheduled appointments and utilized the Electronic Waiting List with the pain clinic by  Ensuring that the clinic setup is closely monitored to effectively support the needs of the veterans with various different pain ailments within the body, and being able to make any necessary adjustments, on a daily basis five days a week, printing out the daily clinic schedules five days a week for the 15 different specialty clinics within the pm&rs pain clinic at the end of the day after every shift Mon -FRi. Then placing the schedules into the appropriate clinic room for the next morning for the 15 different primary care doctors and residents before the clinic starts each morning. I also have to ensure before the clinic opens that it is very clean and clear of dust or clutter on floors, tables, chairs, and front desk of a well clean waiting room and professionally presentable each day for the veterans. Developed and maintained effective and efficient communication with the over 250 to 300 patients, interdisciplinary team, VA medical centers, Scheduling appointments by utilizing the Electronic Waiting List accurately in a timely manner.  My responsibilities also include scheduling for over 200 to 300 patient’s a week to 900 to 1200 veterans per month. Making appointments for referrals that are put into cprs and from return to clinic orders as well if the veteran calls the clinic front desk or if they physically come in on their own, and if they are checking out of their appointment trying to make a follow up appointment. The 
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appointments are scheduled through Vista scheduling software and through VSE. 
Also working as a MSA in the pain clinic I have had to provide clear and concise directions for patient care. By explaining a variety of information like directing the veteran of where to go for their appointment within the hospital if they are going in the wrong directions of the clinic, they are supposed to be in. Also helping to explain to the veteran if they need to fast and not eat for a certain period before receiving to receiving an epidural pain injection shot. Also notifying them if they are getting a trigger point injection shot or having a nerve conduction pain test that day as well.  I also made sure that supervisor is constantly in the know when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. By checking with primarily with attending physicians to see if they would like to overbook the patient to accommodate them to be seen in one the 15 different clinics that are here within the pm&rs pain clinic. As well as notifying my immediate supervisor if there are any changes in the scheduling grid that would prevent or hinder a veteran from being scheduled.  Other daily duties involved administrative support to physicians, physician's assistants, nurses, advanced registered nurse practitioners, dietitians, social workers, and other administrative and professional staff throughout the pain clinic area.  answering over approximately 60 to 70 calls per day from veterans throughout the greater Losangeles area including Santa Maria, San Luis Obispo, Bakersfield, Palmdale etc. to cancel and reschedule or to make their appointment via phone call. Also scheduling in person at the front desk of 250 to 300 veterans plus every week with the pain clinic their next appointment via a return to clinic order in cprs and through a consult referral. The rtc order and consult is put into cprs put the physician and upon check out at the front desk.  Once the veteran gets to me, I look at CPRS note of what the doctor put in and for how long out they want the vet to be scheduled and schedule their next appointment in Vista.  Patients are also no-showed in vista if they do come to their appointment and having the experience as a medical support assistant within the admissions and discharge clinic as a work study to being in the west LA call center for a year and now in the pain clinic the last year and a half I have been able to gain great  high level  fast pace clinical experience in dealing with being very customer oriented and conducting myself in a professional, calm, and courteous friendly manner at all times around doctors, and patients. 
Other daily responsibilities are having to enter all data transactions in cprs and vista programs respectively throughout my entire daily shift eight hours day five days a week. Assisting over 250 to 300 plus veterans a week out of the 15 different clinics with in the pm&rs pain clinic inputting sensitive patient information such as social security numbers and inputting the veterans last name to allow them to check in and check out of their appointments. Also including cancelling and rescheduling or scheduling the veteran’s appointments through a return to clinic order in cprs and inputting the appointment in vista. All pertinent patient information is put in securely where no one can see the sensitive information except for myself as a medical support assistant behind the front desk, including inputting no shows or cancellations as necessary. I have been able to maintain my high-level computer literacy skills in my career as a medical support assistant by continually utilizing cprs and vista programs as well as the recently new VSE scheduling software programs Forty hours a week 160 hour per month. Duties also entail helping vets complete their travel pay for their mileage reimbursement at the front 
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desk after their appointment. I strongly welcome changes in new technological software for medical support assistants within the VA and can easily adapt to any new technological software used to support and enhance veteran patient care. The same goes for having thorough knowledge of basic medical terminology to be able to adequately communicate with physicians and other clinic staff as needed. My experience as a permanent employee as a medical support assistant directly ties into the 9 months, I was a VA work study in the admissions and discharge department working eight hours a day for five days a week.  There I got to process all emergency and non-emergency transfers within West Losangeles VA hospital and to other VA facilities such as Sepulveda, Long beach, or Loma Linda including coordinating veterans that were being transferred to private hospitals in or around the greater Losangeles area such as   and perform/facilitates basic eligibility, co-pay and preauthorization requirements for specific coverage such as TRICARE. Other clinical experience included scheduling audiology, dental, and physical therapy appointments for veterans assigned to West LA VA hospital off of return to clinic orders and completing referrals through cprs by contacting the veterans via phone call while doing overtime 4 days out of the month whether after my work days or on the weekends for 5 hours per day, 20 hours total in overtime per month. Very high level of proficiency as a federal civilian employee for two years and combined with 8 years in the military of being able to collaborate with other coworker’s, supervisors, physicians etc., setting priorities, and being able to multi-task daily job-related duties to meet deadlines, ensuring compliance with established processes, policies, and regulations within the pain management clinic.

    Over 10 years of Professional IT computer specialist experience working for various federal government agencies from Department of U.S Air force, U.S Department of Veterans Affairs, and U.S Department of Defense. 

     Over 10 years of High level of IT experience in regards to dealing with Windows and Apple software, hardware Hp, Dell, Apple, Networking IT data ports and IT closets and server rooms, Cisco VoIP phones, laptops, printers, desktops, android and Apple smartphones, government radios. Over 10 years IT Service help desk experience and trouble shooting experience technical issues tier 1 and tier 2 support level tickets onsite and remotely. Worked in very large IT sites Casino, Hospital, and Military U.S bases. Very positive and strong soft skills in providing high quality customer support in resolving their technical issues whether it be in person, remotely via laptop or over the phone. Over 5,000 plus various IT trouble tickets of various issues small and large throughout my IT career. 

Bachelors in Information technology management from DeVry University Los Angeles, CA 2017

CompTIA- Security Plus Professional Cert  June 2023