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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." Assist with the creation and documentation of Standard Operation Procedures for the Service Desk." Developed documentation, templates, and training for client ticket entry and updating 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." Provided reports and 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 Howard University, Washington, DC09/198806/2009CPNAHSInstructor 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.09/198806/2009 Howard University, Washington, DC07/200606/2009 ISAS/FacNetManagerManaged 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.05/200106/2006I SAS/Help DeskSupervisorSupervised 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.$ Developed How To documentation.$ Provided senior level executives with off-campus and in-home technical support.11/200005/2001 ISAS/iLABInstructional Services ManagerProvided 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, SMDI for US Head Start applications, and technical training including ITIL Fundamentals and ServiceNow Fundamentals.