Donna Hoover
P.O. Box 272
Gordonsville, VA  22942
Cell:  (434) 242-8503
Home:  [Send email to request phone number] 32-2175
DonnaHooover@aol.com
 
 
 
 
HIGHLIGHTS OF QUALIFICATIONS  

I have worked for the Federal Government for over 30 years, and I have over a
decade of experience in Customer Service, Management, and IT training
development/delivery. 

I can offer your company:

• Exceptional training coordinator/instructor skills  
• Very strong customer service skills
. Seasoned author of training and procedural documentation
. Firm but fair management skills  
• Problem solving skills, especially in high-pressure situations  
. Seasoned security assessment officer, to include ADP  
• Experienced planner and systems tester  
• Sets goals and meets them  
• Excellent verbal/written communication skills  
 
EXPERIENCE AND RESULTS

EDS 
September 2006 – Present

Remedy (version 6.X) Administrator supporting over 300,500 worldwide users.
. Perform day-to-day Remedy user administration to include
user/group/location/category type and item configuration
. Work closely with senior management to extract reports and statistical data
from the Remedy ARS system to assist with trend analysis
. Teach Remedy to new users and assist the Help Desk in resolving user Remedy
problems


Spherion 
September 2005 – June 2006 (nine month consulting project)

Remedy Administrator supporting over 4,500 international users.
. Perform day-to-day Remedy user administration
. Work closely with senior management to extract reports and statistical data
from the Remedy ARS system to assist with trend analysis
. Teach Remedy to new users and assist the Help Desk in resolving user Remedy
problems

RIGID Systems (90-day consulting position)
November 2004 – March 2005

ITIL/Remedy ITSM Consultant responsible for the analysis of the current business
processes for the Army, and recommended changes to make them ITIL compliant. 
Provided guidance on how the Remedy ITSM applications can pull their recommended
changes together, and build “Best Practices” processes in accordance with the
ITIL guidelines

IT Solutions (EDS Subcontractor)
April 2004 – October 2004 (laid off)

Senior Remedy Trainer, responsible for training material development and
delivery for the Remedy ARS application.  Conducted on-site training of Remedy
User and Administrator for Air Force major commands worldwide.


AT&T Government Solutions
November 2003 – April 2004 (800 hour contract position)

Deputy Program Manager and Remedy ARS SME.  Recommend the process to consolidate
100 help desk locations into one central enterprise help desk.  Monitored
schedules and timelines utilizing the MS Project software package.
. Data collection and analysis of data
. Designing a help desk system that meets all the customers requirements
. Senior management coordination of meetings and site visits



CACI – SR. Remedy Administrator
2001 – November 2003

. Senior Remedy Administrator, responsible for the supervision of junior
administrators, and ensure that help desk tickets are initiated properly
. Work closely with senior management to extract reports and statistical data
from the Remedy ARS system to assist with trend analysis
. Established backup timetables and worked closely with the Backup/Restore group
to ensure that data was saved and stored properly

SSDS/BTG, Inc.  
1995 to 2001  

• Served as the Senior Training Engineer and subject matter expert for Remedy®
ARS tools, including the use of the Distributed Server Option (DSO) 
• Over five years experience as a Junior Remedy® Administrator/Application
trainer 
. Assisted Sr. Remedy® Engineers in the deployment and testing of Remedy
. Created Remedy ARS forms/fields and coordinated their approval with the Help
Desk Leads/Managers 
. Assisted senior management in selecting the Category/Types/Items that would be
most efficient in tracking and reporting or Remedy trouble tickets
• Provided administrative support to Project Managers and acted as the liaison
between Remedy® ARS developers and the end users  
• Provided 24/7 On-Call Remedy Administration support to over 25 DoD Sites  
. Recent Administrator experience in Remedy® Help Desk, and Asset Management
modules
• Perform Remedy® Administrator duties for The Joint Chiefs of Staff at the
Pentagon  
. Assisted in Remedy® Development, such as building schemas and fields for the
lead development team

FEDERAL GOVERNMENT

United States Government - Department of Defense (DoD)  
1970 - 1995  

• Managed a secure Joint Services Help Desk utilizing Remedy 3.X  
. Established and monitored Remedy security via login, form/schema, and field
restrictions/permissions
• Seasoned mediator with liaison responsibilities dealing with internal
worldwide managers and external consultants  
• Self-motivator who places priority on developing human resource potential into
reality  
• Established and managed a responsive services group (Word Processing Center)
which ensured that needs of data center users were being met, and greatly
improved the overall quality of service being provided. This facility resulted in
improved user satisfaction and continued growth in use of services  
• Established and managed a secretarial training facility for Japanese and
American clerical personnel 
. Senior Physical Security Specialist who performed vulnerability inspections of
Army posts and leased buildings in the Military District of Washington 
• Monitored and enforced security access systems and methods  
• Assisted/trained end users with Remedy, MS Word, Excel, and other common
applications.  
• Demonstrated ability to implement solutions involving sensitive issues while
developing and maintaining credibility with worldwide management and staff
organizations  
• Demonstrated ability to prioritize and balance simultaneous activities  
• Managed classified help desk, which interfaced with multiple Defense and State
Department systems  
• Established help desk environments and trained personnel, local administrators
in use and maintenance of Remedy® Action Request System (ARS) tools   
. Performed ADP risk assessment for the Army throughout the Washington, DC area 

• Twenty years of experience in all aspects of data processing systems planning,
implementation  
• Examined and evaluated alternative means of administrative applications, and
made 
recommendations to improve tasks via automation 
. Performed software analysis for the Department of Defense 
Technical  
• Designed and reviewed software acquisitions  
• Analyzed information collected; identified vulnerabilities, made corrective
recommendations  
• Monitored crime prevention program for the Military District of Columbia
. Wrote monthly articles for a DoD publication  
 
Education  
Northern Virginia Community College, Alexandria, Virginia  
Major: Security Administration  
 
Advanced Technical Courses  
Completed various technical data processing training related to the analysis,
programming development and implementation of systems utilizing centralized data
processing concepts for Government applications.  
 
Course/ Duration (Hours)  
ITIL Fundamentals 24
Supervisor Training/Certification 40  
Security In Automated Systems 64  
DoD Security Course 120  
Defenses Against Methods of Entry (DAME) 40  
Leadership, Education and Development 40  
Making Powerful Presentations 8   
ITIL Foundation 32