Turner J.

McCulley
Turner.McCulley@wsu.edu
Cell: (405) 510-8282

Summary
Six years of experience troubleshooting and resolving IT problems in large and complex domain environments.
Two years of experience supervising, training, and developing employees and building cohesive team that
perform. Government Secret security clearance.

Education
Washington State University: BA in Management Information Systems: Expected graduation, December 2016

Courses in managing IT operations, statistics, legal concerns of business, and accounting

Presidents List Honors.
3.78 GPA

Kaplan University: Associates of Applied Science in Information Technology; Application Design, 2011

Summa Cum Laude.

3.97 GPA

Skills

A proven ability to create strong performing teams through effective managing, developing, training,
and coaching of employees
Excellent communication skills, both written and verbal
The ability to resolve conflicts and stay calm under the pressure of stressful situations
The ability to effectively manage IT projects
Excellent customer service

Employment History
Training Specialist and Supervisor Chickasaw Nation Industries IT Global Solutions

Nov. 2014 Present

Monitored, trained, and developed help desk Tier I technicians resulting in the desk beating first call
resolution agreement by over 15% while maintaining an average customer wait time 50 % below
agreement. Resolved customer complaints and call escalations
Interfaced with upper management and team leads to facilitate process improvement and to analyze
location wide IT issues to determine the root cause and design a solution
Wrote time saving scripts and batch files using PowerShell, C#, and VBS

Tier II Support Specialist Chickasaw Nation Industries IT Global Solutions

Developed solutions addressing individual end-user problems and technical issues.

Planned and schedules work with customers and other IT Technicians (Tier I and Tier III) in the
integration of desktop and laptop configuration.
Developed professional relationships through regular interfacing with users, peers, and supervisors
Designed and fully documented solutions from in-depth knowledge and experience

Help Desk Level 2 SCA - Dell Services Federal Government

2013 Nov 2014

Served as Team Captain directly monitoring and assisting 12 technicians to ensure maximum first call
resolution while maintaining low average handle time
Served as the Subject Matter Expert (SME) for the desk and created knowledge base documentation to
assist with timely resolution of new issues
Provided effective remote phone and email support for over 30 U.S. Army installations in a multidomain environment with greater than 200,000 end users.

Client Support Administrator Staff Sergeant, U.S Air Force, Tinker AFB

Nov. 2014 Feb. 2015

2010 - 2013

Provided Tier I and II support for desktops, laptops, printers, scanners, and phones for on-site and
remote users in a domain environment with 400+ end users
Served as squadron Cybersecurity Liaison. Distributed security awareness material and handled security
incidents.
Served as Functional Area Records Manager to ensure organization was maintaining records with local
and federal regulations. Received an outstanding performer award during the operational readiness
inspection.

IT Certifications

Microsoft Certified IT Professional (MCITP): Enterprise Desktop Support Technician on Windows 7

Microsoft Certified Solutions Associate (MCSA): Windows 7
Microsoft Certified Technology Specialist (MCTS): Windows 7, Configuration
CompTIA Security+
CompTIA Project+
ITIL Foundations

Computer Skills

Proficient with Microsoft Office PowerPoint, Excel, Word, and Visio

Proficient with BMC Remedy ticketing software
Proficient with Remote Desktop Connection, DameWare, and Bomgar remote support solutions
Proficient with managing accounts in Active Directory
Proficient with Windows Vista, 7, 8, and 10 in domain environments
Able to program in C#, Visual Basic, VBScript, and create HTML web pages