RICHARD ARNOLD

rarnold@boo.net

WORK EXPERIENCE

Senior Customer Representative/Computer Analyst, Boeing, Incorporated, McLean, VA (10/95 - present).

NASA Headquarters, Washington, DC:

• Provide end-user support and instruction to NASA personnel on a variety of hardware and software issues. Support DOS, Windows, and Macintosh operating systems and applications.
• Evaluate new products for NASA JOC and PRC management; make recommendations for purchase.
• Perform service requests (special support requests) for NASA personnel.
• Responsible for directly supervising support activities in four Codes (departments).
• Cover Team Leader position in her absence.

Supervisor/Task Leader, Customer Services Center, I-NET, Incorporated, Bethesda, MD (11/94 - 10/95).

Department of Interior Headquarters, Washington, DC:

• Task Leader of 8-A contract to provide end-user support and instruction to DOI personnel on a variety of hardware and software issues.
• Support DOS, Windows, and Macintosh operating systems and applications by phone and office visits.
• Supervise three full-time Customer Services Center staff and one on-site staff in the National Biological Service.
• Act as liaison between I-Net and DOI COTR for day-to-day operations.
• Coordinate support between the CSC, Information Technology Center, Telecom Support, and LAN Support teams.
• Administrate and trouble-shoot the Service Request Tracing System, used by CSC and LAN Support teams. Produce service request reports as needed.
• Meet with Bureau and Office Information Resource Management contacts.

Senior Computer Analyst/Computer Specialist, PRC, Incorporated, McLean, VA (8/93 - 11/94).

NASA Headquarters, Washington, DC:

• Provide end-user support and instruction to NASA personnel on a variety of hardware and software issues. Support DOS, Windows, and Macintosh operating systems and applications.
• Evaluate new products for NASA JOC and PRC management; make recommendations for purchase.
• Man the User Resource Center (permanently since June 1994), serving walk-in and telephone-based NASA customers in consultative services, scanning, file conversions, disk/file recovery, applications demonstrations, and informal training on a variety of PC/Windows and Macintosh applications.
• Develop and present product demonstrations, Internet services, and other microcomputer issues.
• Member of Steering Committee for the Internet Users Forum, a monthly users group of TCP/IP applications.
• Supervise the User Resource Center in Section Manager's absence.

Technology/Computer Specialist, St. John's Community Services, Washington, DC (11/91 - 8/93).

Responsible for all phases of technology coordination, including:

• Train staff (individually and in groups) in computer use and specific software packages (WordPerfect, Lotus, Dbase, Pagemaker, Harvard Graphics, and other applications).
• Make recommendations to Program Directors and senior management for purchasing computers and software. Research and recommend computer-based solutions to increase efficiency and productivity of administrative and support staff. Develop databases, spreadsheets, and other application templates for budget, attendance, billin g, and demographic tracking.
• Research and recommend hardware and software for classroom and habilitative use by children and adults with developmental disabilities.
• Member of focus group for the development of an organization-wide management information system.
• Purchase, install, and configure computers, printers and other devices. Purchase, install, and configure software. Troubleshoot computer and software problems, and arrange for repairs as needed.
• Systems administrator for Business Office Novell-based local area network.

Consultant, James Bell Associates, Arlington, VA (1/90 - 10/93).

Perform various tasks related to database management, including:

• Database and spreadsheet development.
• Develop coding for survey responses.
• Supervise evening/weekend data entry staff.
• Extract data using various database management applications.
• Present data via tables, charts, and lists.
• Perform quality assurance checks of data (e.g., run sample reports to ensure accuracy of data).

Administrative Assistant, St. John’s Child Development Center, Washington, DC (9/87 - 11/91).

Assistant to the Deputy Executive Director for Programs. Responsible for support for program operations, including:

• Development and maintenance of monthly program audit system for 5 day programs, to include the presentation of monthly data on clientele served, staff and vacancy data, incoming and outgoing referrals processed, staff and client absenteeism, and quality assurance data.
• Development and maintenance of client, staff, referral, and specialized databases and spreadsheets for the management information system, strategic planning, and other needs as requested.
• Attendance of Senior Management meetings and Program Director meetings; minute-taking and distribution of same.
• Attendance of various functions in place of Deputy Executive Director (e.g., DCARC meetings, appropriate DC City Council Meetings, etc.); reporting back to senior management pertinent information from these functions.
• Assistance of Program Directors in development of Program Manuals for use by staff and outside personnel.
• Processing and monitoring of incoming client referrals to day and residential programs. Liaison with local referral agents as appropriate.

Skills and Experience

Accomplishments in the Field

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Maintained by Richard Arnold

Last Updated: December 26, 1995