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Click here or scroll down to respond to this candidateCandidate's Name
DAI Helpdesk SpecialistActive Secret ClearanceE: EMAIL AVAILABLEP: PHONE NUMBER AVAILABLEA: Richmond, VA Street Address
Professional Summary:Versatile, highly skilled Technology Support Technician with a proven history effectively supported the U.S. military as an active duty member. Proactive, hands- on professional with outstanding technical skills who seizes the work that needs to be done. Outstanding analytical and troubleshooting skills, Thrive in team oriented, fast-paced environments, excellent communicator that effectively bridges gaps between business and technology teams.Skills:DAI Modules UMX, OTL, P2P, O2C, and knowledge of OBIIEBMC RemedyChangeGearMicrosoft Office SuiteDesktop SupportWindows 7/10UNIX/LINUX (Basic Knowledge)SQL (Basic Knowledge)Software troubleshootingAccount managementActive DirectoryTelework Trouble shootingITIL best practicesActive directoryRemedyUnix/LinuxService Desk SupportComputer networkingOperating systemsNetwork securityEducation:Bachelor of Science: Computer Information Systems, Cyber and Network SecurityECPI University - Richmond, VA - August 2017Certification:ITIL v3 Foundation CertificationCompTIA A+ GFL (ID: COMPPHONE NUMBER AVAILABLE August 17, 2010)CompTIA Security + w/ CE (ID: COMPPHONE NUMBER AVAILABLE August 30, 2011)HDI Certied, (2012)Windows 7 Certied, (ID: MSPHONE NUMBER AVAILABLE January 22, 2015)Professional Experience:DAI Tier 1 Helpdesk Analyst November 2022 to Present (40 Hours Weekly)Bowhead - Fort Gregg-Adams, VAAssist the DAI users with the OTL timecard codes by providing tier 1 support, and escalated unresolved issues to Tier 2 SMEs when needed.Provide Tier 1 helpdesk support to DAI users by resolving issues related to OTL - DAI timecard issues and User Management UMX issues on a timely manner.Assist with proxy roles during weekly trainings to the DCMA workforce for DAI New Hires, DAI Supervisor Users, DAI Super Timekeeper users and DAI Limited Timekeeper.Answer user inquiries that have been submitted via ChangeGear regarding the DAI system to resolve issues.Creating and update the process overview training materials for the DIA users to effectively utilize the system and related modules and then updating the job aids to reflect the current issues of DAI Systems.Create and updated knowledge base material within ChangeGear to assist other employees who may have the same types of issues from users in the future.Prepare bi-weekly email validation reports to ensure the DAI users receive the email notifications and finally send over to the government civilians.Prepare weekly tracker report which provides information number of ticket raised and their resolution time frames.Review manuals and spoke with system users to investigate and resolve issues.Provide technical assistance and support.Assist senior management with managing requests that come to their mailboxes.Ensure tickets that have been submitted via the Self Service portal, have been answered within a timely manner.Manage DAI access protocols, encompassing the provisioning and upkeep of DCMAS DAI user access in according with the policies and procedures.IT Technical Support III September 2018 to February 2022 (40 Hours Weekly)SAIC - Richmond, VAManage customers' expectations of support and technology functionality in order to provide positive user experience.Implement company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.Install new hardware and software, patched systems and configured settings.Recommend network security standards to management.Install software and verify that it has a certificate to operate/certificate of net- worthiness.Support Weekend Soldiers during drill.DAI Level I Helpdesk Support / Junior Business Analyst November 2017 to May 2018 (40 Hours Weekly)Tuba Group - Chester, VAProvided assistance to DAI users concerning OTL timecard codes, delivering Tier 1 support, and User Management UMX issues.Ensured timely responses to tickets submitted via the Self Service portal.Responded to user inquiries submitted via ChangeGear regarding the DAI system, efficiently resolving issues.Developed and updated knowledge base materials within ChangeGear to support future issue resolution for employees facing similar challenges.Facilitated management of proxy roles during weekly trainings for DCMA personnel, encompassing DAI New Hires, DAI Supervisor Users, DAI Super Timekeeper users, and DAI Limited Timekeeper users.Generated bi-weekly email validation reports to confirm DAI users' receipt of email notifications, forwarding them to government civilians.Produced weekly tracker reports outlining the number of tickets raised and their resolution timeframes.Updated process overview training materials for DAI users to enhance system and module utilization, and revised job aids to reflect current DAI Systems issues.Conducted manual reviews and engaged with system users to investigate and resolve issues.Assisted senior management in managing requests received in their mailboxes.Managed DAI access protocols, overseeing the provisioning and maintenance of DCMA's DAI user access in accordance with established policies and procedures.Help Desk Technician July 2014 to October 2015 (40 Hours Weekly)SAIC - Richmond, VAProvided remote assistance on a daily basis, containing an understanding for call precedence and recognizing time consuming situations that would lead outside of companies desired metrics and escalating to appropriate tier level for given situation.Managed Active Directory accounts and administered applications by eliminating all account discrepancies preventing access to desired applications, resources, and networks.Expertise in computer security, patch management, group policy, domain management.Provided Tier 1 IT support to non - IT internal users personnel through desk support services.Compiled and accurately entered data for each customer encounter to record in system.Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution.Service Desk Analyst March 2012 to June 2013 (40 Hours Weekly)HCA - Richmond, VAAddressed and resolved basic incidents and requests; logged all incidents and requests; engaged other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.Created a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.Ensured the end-to-end customer experience and provides a single point-of-contact for the customer.Used the appropriate CTI categories for logging incidents and requests.Client Systems Technician November 2008 to October 2011 (40 Hours Weekly)United States Air Force - Hurlburt Field, FLProvided technical phone support to military personnel Troubleshot specialized classified and unclassified military network systems and oversee daily performance of computer systems.Answered user inquiries regarding software and hardware operation to resolve problems.Entered commands and see system functioning to verify correct operations and detect errors.Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.Installed and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.Familiarity with port testers utilized to test LAN accessibility at client's desks to determine full access to LAN due to 802.1X Network Access Control. |
