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Candidate's Name , Jr.EMAIL AVAILABLEPHONE NUMBER AVAILABLEProfessional Experience12/2017-3/2024 Synectics for Management Decisions, Inc., Rosslyn, VAService Desk SpecialistProvide Service Desk support to the Administration for Children and Families (ACF) OCIO Federal staff at the U.S. Department of Health and Human Services (HHS). Provided resource support for ACF OCIO staff and clients. Generated and provided reports and data to the CIO and staff. Assisted with the creation and documentation of Standard Operation Procedures for the Service Desk. Developed documentation, templates, and training for client ticket entry and updating of tracked data. Perform quality reviews of issue data entered in SharePoint Assisted with testing and documentation of the ServiceNow application Worked under the appropriate security clearance as required.07/201007/2017 Synectics for Management Decisions, Inc., Rosslyn, VABusiness AnalystProvided support to local Head Start and Early Head Start program staff and federal staff at the U.S. Department of Health and Human Services (HHS), Administration for Children and Families, Office of Head Start (OHS) contract. Analyzed, resolved, documented, and followed up on customer issues. Provided program resource support for Enrollment, Grant Applications, and Centers and Facilities. Generated reports and gave data access to the public in accordance with the Freedom of Information Act. Created agendas and conducted weekly Help Desk meetings. Worked under the appropriate security clearance as required.12/200904/2010 U.S. Census Bureau, Logical Innovations, Inc., Washington, DCAppeals Officer Data Analyst Provided technical support to local Census offices throughout the United States. Reconfigured data submitted with supporting documentation as necessary. Trained new staff members on the use of the CACOAL application for loading data.A Public Trust security clearance was required for access and review of confidential Title 13 Census data.09/198806/2009 CPNAHS/ Howard University, Washington, DCInstructor within the College of Pharmacy, Nursing and Allied Health Sciences Provided classroom, online, and laboratory instruction for computer technology students. Implemented technical processes to create a functional understanding of Microsoft Office applications for enhanced student performance and functional integration into professional work environments. Established behavioral objectives, developed and selected instructional materials and provided technical assistance to the faculty and staff as requested.Professional Experience (cont.)07/200606/2009 ISAS/FacNet/ Howard University, Washington, DCManager for facuty and staff computer resources! Managed the Information Systems and Services (ISAS) FacNet faculty computing resource provision and distribution processes including staffing, security, and installation requirements and scheduling.! Determined faculty computing resource configuration requirements for desktops, laptops, and printers.! Provided inventory control and documentation for all FacNet related processes.05/200106/2006 ISAS/Help Desk/ Howard University, Washington, DCManager for theUniversity help desk Supervised the ISAS Help Desk support staff responsible for providing University wide support for faculty and staff Developed maintenance and tracking resources for Howard University owned and leased computing resources. Implemented specialized How To documentation for faculty and staff. Provided senior level executives with off-campus and in-home technical support.11/200005/2001 ISAS/iLAB/ Howard University, Washington, DCInstructional Services ManagerManaged technical support for students, faculty, and staff in the Information Systems and Services (ISAS) iLAB twenty-four-hour computer laboratory. Supervised technical staff responsible to the maintenance and upgrading of computing resources.EducationB.A. in Economics, Howard University, Washington, DCExtensive corporate and professional training through Howard University, US Census LUCA Appeals, Synectics for Management Decisions, Inc. for US Head Start applications, and technical training including ITIL Fundamentals and ServiceNow Fundamentals.Summary! Provided superior client service! Improved outcomes consistent with the long term goals! Report generation and formatting for better presentations of proformance data indicators! Team building and new employee trainingObjectiveThe objective is to continue a profesasional career in a service related position and enjoy assisting individuals and teams perform better.