INFORMATION TECHNOLOGY GROUP, GS-2210

ACTING MANAGER OF CUSTOMER SUPPORT TO DESKTOP FIELD SUPPORT

CASE NAME: Jane Addams
FACTS
PAST POSITION: Acting Manager of Customer Support / Customer Support Specialist
PAST SALARY: $61,000
TARGET FEDERAL JOB: Desktop Field Support (DFS) for the United States Patent

and Trademark Office (USPTO) GS-2210-13

VETERANS PREFERENCE: No veterans preference
TARGET SALARY AND GOVERNMENT GRADE:
OBJECTIVE: Information Technology Specialist (CUSTSPT), GS-2210-12/13
RESULTS: Jane was hired by the USPTO as a GS-2210-13
JANES QUALIFICATIONS: Jane had five years of IT help-desk experience equivalent to
the GS-12 level, with an additional seven years of experience working for the UPSTO as a
contractor.
THE JOB ANNOUNCEMENT
Information Technology Specialist (CUSTSPT)
Duties:
This position is located in the Office of the Chief Information officer (OCIO), Office of
Customer Support Services (OSCC), Desktop Support Services Division (DSSD). The
Desktop Support Services Division provides desktop services throughout the USPTO. This
includes performing remedial maintenance on desktop software and hardware;
receiving, configuring and deploying desktop hardware; and moving desktop
hardware. The incumbent of this position serves as the task manager for the USPTO
Desktop Field Support (DFS) task order, of which is a multi-million dollar a year task. As
such, the incumbent prepares technical specifications, statements of work, task
orders, requirements initiatives, and other acquisition-related documentation
necessary to effectively obtain and manage the quality and adequacy of contractorsupported activities. Specifically, the incumbent performs the following functions: Provides
technical direction and leadership in the management of hardware and software
systems. Communicates with all levels of management through presentations. The
position requires knowledge of IT principles, concepts, and methods, and skills in
applying them to a variety of IT responsibilities.
QUALIFICATIONS REQUIRED:
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Eligibility and Qualifications Requirements: Applicants must meet the United States Patent
and Trademark Office eligibility requirements and the following United States Office of
Personnel Management's (OPM) qualifications requirements (including specialized experience
and/or educational requirements) for the advertised position. Applicants must meet all eligibility
and qualifications requirements by closing date of the vacancy announcement. Additional
information on the qualification requirements is outlined in the OPM Qualifications Standards
Handbook of General Schedule Positions. It is available for your review in our office, in other
Federal agency personnel offices, and on OPM's web site at http://www.opm.gov/qualifications.
To be eligible for this position, you must:
1. You must state in writing on your application if you are a US Citizen or National
regardless of any other documentation you submit; and
2.
Meet specialized experience listed in announcement and/or if applicable, any
educational requirements required by the position.
Specialized experience is experience that equipped the applicant with the particular knowledge,
skills and abilities to perform successfully the duties of the position, and that is typically in or
related to the position to be filled. To be creditable, specialized experience must have been
equivalent to at least the next lower grade level.
Candidates for the GS-12 grade level must have at least 52 weeks of specialized experience
equivalent to the GS-11 grade level in the federal service. Specialized experience is defined
as experience that demonstrated accomplishment of computer project assignments that
required a wide range of knowledge of computer requirements and techniques pertinent to
the position to be filled. This knowledge is generally demonstrated by assignments where the
applicant analyzed a number of alternative approaches in the process of advising management
concerning major aspects of ADP system design, such as what system interrelationships must be
considered, or what operating mode, system software, and/or equipment configuration is most
appropriate for a given project.
Examples of specialized experience include: reviewing lower level referrals and
troubleshooting/resolving problems to the extent possible. Recommending changes in standard
customer support procedures where existing procedures no longer provide solutions that are
outdated. Providing support to customers with varying levels of computing skills and supporting
a wide range of applications running on a variety of platforms. Skill in applying: installed system
bases, methods and procedures for documenting resolutions, problem resolution databases,
troubleshooting and data analysis methods and communication methods and techniques
sufficient to: receive, respond to, and ensure complete resolution to any help center call, give
needed guidance or training to customers to prevent recurrences.
Candidates for the GS-13 grade level must have at least 52 weeks of specialized experience
equivalent to the GS-12 grade level in the Federal service. Specialized experience for this
position includes experience analyzing a number of alternative approaches when advising
management concerning major aspects of IT system design. The experience demonstrates
accomplishment of computer project assignments requiring knowledge of computer requirements
and techniques pertinent to the position to be filled.
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IMPORTANT: Candidates must possess specialized experience directly related to the duties as
described in the Major Duties section above. This experience must be reflected in your resume
and your responses to the Knowledge, Skills, and Abilities (KSAs) listed in the How You Will
Be Evaluated section of the vacancy announcement. Time-in-grade restriction applies.
RESUME PROBLEM:
Jane wanted to apply for and was qualified for a GS-12/13 position with the
government. However, her rsum didnt demonstrate her qualifications, such as the sense
of complexity of work that she did or the level of responsibility that she had at her private
industry job. She had worked previously for the agency she wanted to apply to, USPTO, as
a contractor, so she needed to make sure that experience stood out. As an IT specialist,
Janes rsum had to give enough technical specifics to show she was qualified and
experienced, but also demonstrate her management and analysis skills. Finally, her
rsum needed to be better organized and include the required compliance details.

BEFORE
Jane Addams
5432 Hull House Rd.
Fairfax, VA 22222
(703) 123-4567 (home)
janeaddams@hotmail.com
Summary:
I seek a position where I can use my technical and communication skills to provide total
customer satisfaction. I have extensive experience with a broad range of hardware and
operating systems, and the complete software life cycle for large and small systems. I
have worked with complex requirements and configuration management protocols and
served as a customer liaison in a highly regulated contract environment. My dedication
and professional demeanor will be assets to any business. I am a U.S. citizen by birth,
and held a security clearance.
Experience includes:
Wide variety of software environments and programming techniques.
Complex requirements and configuration management protocols.
Customer liaison in highly regulated contract environment.
Writing white papers, requirements and design documents.
Supervising support, data entry, programming and network staff.
Designing, establishing and managing help desk systems.
Delivering technical training and presentations.
Education:
B.S. Computer Information Systems, Regents College
AA General Studies, Clark Count Community College
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Work History:
10/20xx to Present [2 years], Customer Support, Healthcare Management Software
- Acting Manager for nationwide customer support
- Designed, coded and maintain sales pipeline spreadsheets
- Designed, coded and maintain sales quote spreadsheets
- network admin, creating images, loading sales demo units,
- PDA/wireless network configuration admin
- Cell Phone administration (contract review/negotiation, new equipment and
allocation), reviewing contract for possible switch to different vendor,
troubleshooting all Black Berry problems. Allocation and setup of aircards for
wireless internet access
- Internal inventory, setup, administration, database design and coding.
- Customer inventory, setup, administration and warranty tracking
- Ordering sales contact review, warranty, RMA coordination, contract review, 3+
Million budget
- Warehouse inventory, 5 Million value, Govt contract rules
- Training new staff members
- Setting work, vacation and on-call schedules
- Adding hardware to the network, servers, laptops, PDAs, access points, network
printer
- Setting firewall rules
- Level 2 support for customer calls and after hours support
- Ordering, stocking (and overseeing) all IS related office inventory purchasing

7/20xx to 12/20xx [5 months] Student at Northern Virginia Community College

6/20xx to 3/20xx [3 years] Assistant Manager of Technical Support for First America
Software
Primary analyst for the Americas in support of Tamino XML database enterprise
application software. Ran test environments including java, Apache, DOM, SAX, XPath,
XQuery, XSLT, XML parsers and multiple DTDs and schemas on Linux and Windows to
verify bug reports and assign fix responsibilities. Recieved numerous written compliments
from major clients after assisting them with complex deployments. Authorized dozens of
key generations worth $45,000 apiece. Published articles and white papers for the Tamino
user community. Trained other analysts.
5/19xx to 5/20xx [2 years] Principal Computer Analyst, Northrop Grumman
Principal engineer in support of the US Patent & Trademark Office (USPTO), Systems
Engineering and Technical Assistance (SETA) contract. Worked on the requirements
definition and systems design of help desk system based on Remedy, and a custom set
of handheld barcode scanner programs written in Visual Basic and C. Responsible for
reverse engineering and redesign of the handheld system interface. Also worked as a
systems programmer for the shutdown and removal of the IBM mainframe system.
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Monitored tape library and backup processing. Provided on-call support for the
remaining mainframe text and image applications. Developed shutdown checklists and
assisted in the actual shutdown of the mainframe system, resulting in a successful
transition. Was key to the discovery and correction of an error in an assembler module,
thus fixing the production image search and retrieval system.
5/19xx to 5/19xx [1 year] Principal Engineer, Northrop Grumman
Principal engineer responsible for second and third level help desk support for the
National Weather Services Network Control Facility (NCF). Developed training materials
for software releases and led a series of training sessions with the NCF staff. Assisted in
the testing and evaluation of new weather interface software releases. Responsible for
monitoring hardware and software at twenty remote sites and ensuring successful failover to backup systems.
5/19xx to 5/19xx [5 years] Principal Computer Analyst, Northrop Grumman
Principal computer analyst responsible for providing second level support to the USPTO
image and text databases and retrieval systems. Supported all production application
software and numerous COTS software packages by answering client questions, doing
problem identification/analysis, resolution and documentation. Functioned as the Task
Manager for the support of Patent and Trademark Copy Sales (PTCS), for commercial
sales of printed patents. Provided systems administration for Info/Man, the problem
reporting/tracking and change management system. Assisted in systems analysis for
new and existing software. Responsible for identifying production problems, writing
discrepancy reports, and correcting problems in accordance with USPTO Configuration
Management guidelines. Led the development team responsible for a new control
interface system for text based patent retrieval software that was used without problem
for six years.
Additional Courses:
Object Oriented Programming with Java
Introduction to XML
DOM and SAX for XML
Tamino Database Administration
Tamino Mobile for Handheld Devices
Programming Windows NT, the WIN32 API
Introduction to Windows NT System
Administration
Oracle VII, SQL and SQL/Plus (multiple courses)
IRC Database Administration
IRC Terminal Simulation Panel (TSP)
Technical Writing
Top Down Requirements and Design, IBM Corp.
Quality Improvement in Daily Work
Operating Systems:
Windows, 10 years
Linux, 3 years
DOS, 10 years
UNIX, HP and Solaris, 5 years

Software Products:
Oracle, 3 years
System 2000, 10 years
Natural, 3 years
IBM Information Management (InfoMan) System
administrator, 8 years
INFORMIX SQL Database, 4 years
Tamino, 3 years
Apache, 3 years
Wildcat BBS, 3 years
Front Page, 2 years
Various custom systems
MS Office

Hardware:
Symbol PDAs and scanners: 1.5 yrs
Netgear access points: 1.5 yrs
XXXXX firewall: 1.5
Personal Computers, 20 years

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MVS/ESA, 5 years
MVS/XA, 10 years
VAX/DEC/VMS, 2 years
PRIME OS, 1 year
NOSBE, 10 years

Amdahl 5990-1100, 4 years

HP 9000, 1 year
Sun 3/160, 4 years
IBM 3084, 2 years
IBM 4341, 7 years
VAX 8350, 2 years
Prime 550, 1 year
CDC 830, 13 years
Tektronix Graphics Systems, 3 years

Programming languages:
XML, 3 years
Java, 3 years
PL SQL, 1 year
C, 5 years
Visual Basic, 3 years
IBM 370 ASSEMBLER, 1 year
PL/1, 8 years
FORTRAN, 10 years
InfoMan (programmer), 8 years
CLIST, 8 years
REXX, 8 years
JCL, 10 years

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RESUME SOLUTION: Janes new resume includes a concise profile

statement, clearly defined accomplishments and an outline format that
showcases the key IT skills and experience required for the position.
The new resume also presents projects very clearly with headings for the
project titles. It is very easy to see the projects and services provided to
customers with this new format.
Note for format: To convert this Paper Federal Resume Format to the
Outline Format, you can turn the Boldface and Underline text into ALL
CAPS:
CUSTOMER SUPPORT: Diagnose and resolve level 2 hardware and software problems, working with
hospital staff on 24/7 basis. Also support internal staff, both on-site and telecommuting. Develop and manage
Service Level Agreements, including tracking reports and performance standards. Develop customer support
policies, procedures and standards, defining group-use policies and preparing reports on problem types,
system usages and resolution details. Research and evaluate trends in support problems to identify patterns
and recommend solutions. Ensure compliance with data security standards and HIPAA regulations. Train
employees on programs and develop end-user guides (internal and external).

KSAs for this application are included on the CD-ROM under the KSA
section.

Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 7

AFTER Federal Resume Paper Federal Resume format

JANE ADDAMS
5432 Hull House Rd. Fairfax, VA 22222
Residence: (703) 123-4567 Office (703) 321-1234 x 123
Email: janeaddams@hotmail.com

SSN: 123-45-6789
Citizenship: U.S.

Candidate Source: External

Veterans Preference: N/A

OBJECTIVE: Information Technology Specialist (CUSTSPT), GS-2210-12/13

Announcement Number: PTO-06-160DE
PROFILE: Over 25 years of IT experience, with specialized expertise in designing, establishing and
managing help desk systems. Demonstrated experience in broad range of hardware and operating
systems and complete software life cycle for large and small systems, including installation,
configuration, maintenance and troubleshooting. Skilled in developing / analyzing technical
specifications, problem diagnosis and resolution, procurement and project management. Proven
ability to achieve service requirements in regulated contract environment. Also, strong skills in staff
supervision, written and verbal communications and delivering technical training and presentations.

PROFESSIONAL EXPERIENCE
Acting Manager of Customer Support / Customer Support Specialist
10/20xx to Present [2 years]
Healthcare Management Software
345 Franklin Rd.
Salary: $61,000
McLean, VA 22102
40 hours/week
Supervisor: Jenny Dow, (703) 224-5555 x 123. Please contact me before contacting supervisor.
As acting manager, provide help desk support for this national hardware and software provider. Support
nearly 200 hospitals in U.S. and Puerto Rico, with over $10 million in annual revenue. Report directly to
Chief Technical Officer and Chief Information Officer.

Customer Support: Diagnose and resolve level 2 hardware and software problems, working with
hospital staff on 24/7 basis. Also support internal staff, both on-site and telecommuting. Develop and
manage Service Level Agreements, including tracking reports and performance standards. Develop
customer support policies, procedures and standards, defining group-use policies and preparing
reports on problem types, system usages and resolution details. Research and evaluate trends in
support problems to identify patterns and recommend solutions. Ensure compliance with data security
standards and HIPAA regulations. Train employees on programs and develop end-user guides
(internal and external).

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Procurement: Manage hardware and software purchasing for all contracts and installations. After
customer approval of contract, determine technical specifications and procure equipment. Review
vendor options, analyzing pricing and delivery estimates. Select best option and prepare purchase
orders. As needed, conduct cost and product analysis for new hardware. Coordinate delivery and
installation with internal installation team. Manage inventory for contracts, including $5 million
warehouse for Department of Veterans Affairs; ensure compliance with Statement of Work. As
applicable, follow government purchasing, acquisition and contract regulations.

Management: Direct team of three help desk staff, including one contract employee. Interview and
recommend prospective hires; train and coach employees. Assign work, evaluate performance and
provide feedback and career development guidance. Manage all personnel administration duties,
including time and leave approval and scheduling.

Communications / Technology Management: Project Manager for all internal communications and
information technology needs. Determine requirements for upgrades and new equipment for
desktops, laptops, network, servers, printers, PDAs, cell phones, copiers and other office equipment.
Manage technology and communications budget and expenditures, as well as develop relevant
strategic and operating plans. Review and select best vendor options for price and service; procure
and install hardware and software. Set up, configure and administer network and all new devices. Test
and ensure functionality. Establish and enforce information security policies and procedures.
Maintain internal inventory. Design, code and maintain sales pipeline and quote spreadsheets. Serve
as technical advisor / expert on hardware and software issues. Also, assess operations and recommend
process improvements.

Key Accomplishments:

Reduced yearly mobile phone bill by $1,200 through elimination of unneeded service.
Created inventory system to track internal hardware.
Defined security policies to lock all existing hardware to furniture, stopping theft of computers.
Developed and currently maintain problem tracking and resolution databases; key player in
acquisition of system, as well as installation and configuration. Defined and implemented
escalation procedures, including time frame, process, customer contact and levels of management
involvement.
Expanded use of support system from customer support staff to include all employees; currently
developing plan to allow system access by end-users via Internet.
Installed encryption policy for servers running c.Support, adding layer of data security protection.
Currently providing training on new c.Support system to all company employees; also,
developing hard-copy customer guides for web-based problem reporting system.

Assistant Manager, Technical Support

06/20xx 03/20xx [3 years]
First America Software
12345 American St.
Salary: $83,000
Reston, VA 20190
40 hours/week
Supervisor: George Mead, last known number: (703) 222-3333. May be contacted.
Managed customer support call center for North American division of this international software company.
Supported 20 client companies, taking level 2 help desk calls for Tamino desktop application.

Management: Directed two subordinate employees, handling all relevant management tasks.
Administered and developed department budget, analyzed work processes and recommended
Copyright 2009, Kathryn Troutman, www.resume-place.com. All rights reserved. 9

improvements and managed staffing program. Trained and developed staff, approved time and leave
and evaluated performance. Interfaced with U.S. senior management and support staff in Germany.

Help Desk: Received level 2 calls; diagnosed and resolved problems. Verified problem reports and
assigned tasks to correct issues. Researched trends in customer support requirements and developed
or recommended solutions. Developed and implemented procedures for customer service delivery;
assured staff adhered to relevant policies and practices.

Software Analyst: Ran test environments including Java, Apache, DOM, SAX, XPath, XQuery,
XSLT, XML parsers and multiple DTDs and schemas on Linux and Windows. Authorized dozens of
key generations worth $45,000 each. Published articles and white papers for Tamino user community.
Received numerous written compliments from major clients including Roche Vitamins, MorganStanley and State of California, after assisting them with complex deployments.

Key Accomplishments:

Received Customer Support Awards: Gold (2003), Silver (2003) and Bronze (2002).

Principal Computer Analyst / Principal Engineer

05/19xx 05/20xx [8 years]
Northrop Grumman
2010 Industrial Ave.
Salary: $68,900
McLean, VA 22032
40 hours/week
Supervisor: John Dewey, company disestablished, contact information unknown.
Supervisors at USPTO: Mary Rozet Smith, (571) 272-5842, USDD; William James, (571) 272-5144, DCOD.
May be contacted.
Held series of information technology and management positions for this government contractor,
including positions at U.S. Patent and Trademark Office and National Weather Service.
Principal Computer Analyst, 5/98 to 5/00, USPTO
By-name requested to be principal engineer on USPTO Systems Engineering and Technical Assistance
(SETA) contract.

Systems Analysis / Design: Researched and developed requirements definition and systems design of
Remedy-based help desk system and custom set of handheld barcode scanner programs written in
Visual Basic and C. Reverse engineered and redesigned handheld system interface. Installed software
programs and upgrades. As systems programmer, coordinated shutdown and removal of IBM
mainframe system. Monitored tape library and backup processing. Provided on-call support for
remaining mainframe text and image applications. Developed shutdown checklists and assisted in
actual shutdown of mainframe system, resulting in successful transition. Played key role in discovery
and correction of error in an assembler module, enabling resolution and proper functionality of
production image search and retrieval system.

Principal Engineer, 5/97 to 5/98, National Weather Service Network Control Facility (NCF)

Customer Support: Provided second and third level help desk support. Monitored hardware and
software at 20 remote sites and ensured successful fail-over to backup systems. Developed training
materials for software releases and led series of training sessions for NCF staff. Assisted in testing and
evaluation of new weather interface software. Served as shift site manager.
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Principal Computer Analyst, 5/92 to 5/97, USPTO

Customer Support: Point of contact for all application software-related trouble tickets. Provided level
2, 24/7 on-call support for USPTO loading of new patents, ensuring compliance with strict regulatory
publication guidelines. Principal computer analyst for image and text databases and retrieval systems.
Supported all production application software and numerous COTS software packages, including
answering client questions, identifying, analyzing and resolving problems and maintaining
documentation. Diagnosed and resolved issues, identified trends and patterns in customer support
requirements and provided customer training as needed. Determined if bug reports were required.
Ensured compliance with information security / assurance policies, principles and practices.
Developed, implemented and assured adherence to internal and external Service Level Agreements
and customer support policies and procedures. Designed tracking reports and established performance
standards. Served as technical advisor, preparing reports and briefing USPTO staff and management
on issues.

Software Analysis / Design: Task Manager for support of Patent and Trademark Copy Sales (PTCS)
for commercial sales of printed patents. Assisted in systems analysis for new and existing software.
Identified production problems, wrote discrepancy reports and corrected problems in accordance with
USPTO Configuration Management guidelines. Led development teams, serving as project manager.
Gathered requirement data, designed programs, conducted beta testing, deployed applications and
performed acceptance testing. Wrote technical and user manuals; trained end-users. Provided systems
administration for problem reporting / tracking and change management system, InfoMan. Led
development team for new control interface system for text-based patent retrieval software.

Key Accomplishments:

Received Above and Beyond Award (USPTO project, 1998); Above and Beyond Award (USPTOPTCS project, 1997); TeamWorks Award (USPTO Capability Maturity Model team, 1996); Star
Award (USPTO support, 1995).
Wrote numerous white papers on usage of problem analysis utilities.
Worked on analysis and design team to port mainframe problem tracking system (InfoMan) to
new server-based Remedy system.
Assisted in testing new software installs and baseline revisions. Updated documentation on
baseline revisions as needed to reflect changes in support processes.

EDUCATION
B.S., Computer Information Systems (BSCIS), Excelsior College, Albany, NY 12203, [date]
Continuing Education, Northern Virginia Community College, Annandale, VA 22003, [date]
Undergraduate Coursework, Nation University, La Jolla, CA 92037, [date]
A.A., General Studies, Community College of Southern Nevada, North Las Vegas, NV 89030, [date]
Undergraduate Coursework, University of Nevada at Las Vegas, Las Vegas, NV 89154, [date]
TRAINING / CONTINUING EDUCATION
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Object Oriented Programming with Java

Introduction to XML
DOM and SAX for XML
Tamino Database Administration
Tamino Mobile for Handheld Devices
Programming Windows NT, the WIN32 API
Introduction to Windows NT System Administration
Oracle VII, SQL and SQL/Plus (multiple courses)
IRC Database Administration
IRC Terminal Simulation Panel (TSP)
Technical Writing
Top Down Requirements and Design, IBM Corp.
Quality Improvement in Daily Work
COMPUTER PROFICIENCIES
Software: Oracle, 3 years; System 2000, 10 years; Natural, 3 years; IBM Information Management (InfoMan)
System administrator, 8 years; INFORMIX SQL Database, 4 years; Tamino, 3 years; Apache, 3 years;
Wildcat BBS, 3 years; Front Page, 2 years; MS Office 2003
Operating Systems: Windows, 10 years; Linux, 3 years; DOS, 10 years; UNIX, HP and Solaris, 5 years;
MVS/ESA, 5 years; MVS/XA, 10 years; VAX/DEC/VMS, 2 years; PRIME OS, 1 year; NOSBE, 10 years;
Hardware: Symbol PDAs and scanners, 1.5 years; Netgear access points, 1.5 years; Fortinet firewall, 1.5
years; Personal Computers, 20 years; Amdahl 5990-1100, 4 years; HP 9000, 1 year; Sun 3/160, 4 years
Languages: XML, 3 years; Java, 3 years; PL SQL, 1 year; C, 5 years; Visual Basic, 3 years;
IBM 370 ASSEMBLER, 1 year; PL/1, 8 years; FORTRAN, 10 years; InfoMan (programmer), 8 years;
CLIST, 8 years; REXX, 8 years; JCL, 10 years

KEYWORDS
perform maintenance on desktop software and hardware
receiving, configuring and deploying desktop hardware
prepares technical specifications AND other acquisition-related documentation
Technical direction in the management of hardware and software systems.
Desktop support services
Knowledge of IT principles, concepts, and methods and skills in applying them
KEY EXPERIENCE: Task manager for the USPTO Desktop Field Support (DFS)
FederalResumeStrategistandFederalResumeWriter:SarahBlazucki,CertifiedFederalResumeWriter

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