DONAVON H. ARCHIE, J R. **** San Luis Trail, Fort Worth, TX 76131-2872

571-***-**** abhxz9@r.postjobfree.com

IT HELP DESK MANAGER /SERVICE DESK SPECIALIST

TS/SSBI - SCI SECURITY CLEARANCE W/CI POLY IN-SCOPE

Dedicated and resourceful Support Desk Manager with hands-on experience in customer service, network administration,

operations and team leadership. Develops and manages business critical information systems, networks and peripheral

components with a focus on organizational goals. Effectively handles IT budgets and delivers staff training initiatives. Offers

exemplary communication skills, effectively relaying information to a diverse audience. Engages in complex analysis to solve difficult issues.

Areas of Expertise Include:

Support Desk Management/Security Team Leadership / Training Customer Service

Operations Management Network Administration Graphic Presentations

Systems Analysis Quality Assurance Communication

CAREER HISTORY

LEIDOS (FORMERLY SAIC), HONOLULU, HI 2014

Service Desk Support Specialist, Tier II/III, Ft. Shafter, Honolulu, HI

Performed installation, repair and preventative maintenance of desktop computers and related systems. Installed, configured

and troubleshot desktop systems, workstations, servers and network issues in a heterogeneous environment. Performed service

and desktop installation, basic cabling, network monitoring, and troubleshooting of the network and corresponding systems.

Performed account maintenance, data integrity and file system security within the desktop environment.

• Collaborated to determine suitable software to meet user requirements.

• Recommended hardware and software solutions, including new acquisitions and upgrades.

• Conducted training programs focused on basic and specialized applications.

• Communicated highly technical information to both technical and non-technical personnel.

• Achieved buy-ins from upper management for recommended changes and processes.

• Retained status in the upper 90% of ticket closure rates.

APEX SYSTEMS, INC., GLEN ALLEN, VA 2014

US-IT Operations Support Analyst, Tier I/II, Marine Corps Base, Kaneohe Bay, HI

Provided services as the newly created Marine Corps Regional Service Desk supporting military, DoD civilians and contractor

staff. Documented and tracked all major issues and/or outages to ensure call center analysts and field support staff were

working in concert for quick resolution.

• Recognized as a lead analyst, and assigned by the service desk manager to instruct and train less experienced

analysts.

• Trained analysts on proper customer service techniques when troubleshooting customer issues.

• Redesigned call center telephone script answering procedures to be more customer friendly.

• Shadowed analysts while on the phone to provide instruction of proper steps to troubleshoot and quickly resolve

issues.

COMPUTER SCIENCES CORP, STERLING, VA 2013

Call Center Computer Service Representative, Tier I/II, FBI Enterprise Operations Center (Chantilly, VA

Delivered first line telephone support to all FBI full-time employees and contractors. Unlocked accounts, reset passwords and

reset user profiles via Active Directory.

• Immediately recognized by the Operations Manager as a lead analyst to instruct and train less experienced analysts.

• Revamped the critical response time procedures to assist Field Agents during their operations. Increase of 80%

assist, resolution, and closure.

• Conducted remote desktop connections to perform desktop, software, and network troubleshooting and resolution.

• Introduced the MS Lync office chat tool to managers, allowing questions to be answered more quickly, and

increasing resolution and closure rates by 80%.

HEWLETT PACKARD (HP) ENTERPRISE SERVICES, LLC, C U P E RT I N O, CA 2010-2013

Computer Service Representative Lead, Tier II/III (Naval Surface Warfare Center Dahlgren Division, Dahlgren VA )

Served as the senior lead CSR directly assigned to the Naval Surface Warfare Center supporting over 4,700 military/civilian

employees. Configured, assembled and installed microcomputers, workstations and/or peripheral equipment. Engaged in

upgrades, modifications and replacement of hardware/software and network components. Performed system backups and

recovery tasks. Provided user orientation on hardware/software and network operations.

• Assigned a weekly average of 20-25 trouble tickets with a resolve rate of 92%.

• Performed firsts line support for service interruptions, including printer routings, power outages, wiring issues, and

malfunctioning servers, escalating unresolved problems to expedite resolution. Downtime reduce 90%

ZERO CHAOS (SUBCONTRACTOR TO HP), ORLANDO, FL 2009-2010

Computer Service Representative, Tier II and III (Pearl Harbor Hickam, HI)

Senior Lead CSR directly assigned to the Pearl Harbor Naval Shipyard supporting over 5,800 military/civilian employees.

Performs first line support for computer service interruptions such as; desktop/laptop, printer installations routings, power

outages, wiring problems and malfunctioning servers.

• Assigned a weekly average of 18-35 trouble tickets with a resolve rate of 94%.

• Upgraded, modified and replaced hardware, software and network components, on 55 end-user workstations slated

for military and civilian personnel three months ahead of a five month replacement/testing schedule.

GOLDBELT RAVEN, LLC, CHANTILLY, VA 2008

Chief, Operations Support, Defense Threat Reduction Agency (DTRA), (Ft. Belvoir, VA)

Provided Executive and Operations support to the Program Manager and ten chief scientist assigned to the Transformational

Medical Technologies Initiative (TMTI). Protecting American warfighters and their allies from threats posed by chemical and

biological weapons.

• Developed, and implemented a program participant computer data base for the scientists eliminating the use of

cumbersome binders and other written materials. Increased research productivity for scientists by 80%.

• Redesigned the presentation slides used for the quarterly Advanced Planning Briefing to Industry and Dept of

Defense executives. Presentations were more professional in appearance and data presented more accurately.

SPARKS PERSONNEL, MC LEAN, VA 2006-2008

Executive Assistant / Office Manager, Deputy UnderSecretary of the Air Force International Affairs, (Pentagon)

Reported directly to the Deputy, International Affairs, Europe (IARE) who is responsible for the political military affairs and

foreign military sales (FMS) for Europe, the North Atlantic Treaty Organization (NATO), and Eurasia. IARE deals directly

both with our countries' embassies in Washington, D.C. and their headquarters throughout Europe.

• Administratively supported 10 Air Force Officers and five civilian personnel providing day-to-day office support to

include; organizing and maintaining files, records, planning, scheduling meetings and appointments, managing

projects, conducting research, preparing and editing correspondence, making travel and guest arrangements, and

providing quality customer service. During 2006 Performance Evaluation received an “Outstanding.”

• During FY 2006/2007 Performance Evaluations garnered an “Outstanding” review and recognized by the Deputy as

the “go to guy” for all things administrative. Prompting other division Executive Assistants to use my office support

model.

PRIOR CAREER HISTORY

Lead Technician, Computer Installations and Deployments, Trawick and Associates, Alex, VA (2005)

Site Lead / Systems Analyst / Hardware, Software Asset Manager, Advanced Systems Development, Inc., Pentagon /Crystal

City, VA (1995-2004)

Armed GSA Contractor Security Guard, SecTeck, Inc., Reston, VA (2002-2004)

Executive Assistant, Graphics Support, Department of Transportation, Washington, DC (1995)

Shift Supervisor / Tape Operator II, Lockheed Martin, Orlando, FL (1994-1995)

US Air Force Executive Administrative Specialist / Security Manager, Crisis Coordination Center, Pentagon, Washington, DC

(1990-1994)

EDUCATION AND PROFESSIONAL DEVELOMENT

Ongoing Coursework - Aerospace Science, Embry-Riddle Aeronautical University

Military Coursework, Community College of the Air Force; Noncommissioned Officer Preparatory School, Kadena AB,

Okinawa, Japan; Noncommissioned Officer Leadership School, Charleston AFB, SC

Certifications: CompTIA Security+ CE; Windows Operating System Security; ISACA Certified Information Security

Manager; Certified Information Security Manager; Investigation of Digital Assets; Artifact Analysis; Hewlett-Packard

(HP) Certified; Desktop Proficiency Certification (Dell); Notebook Proficiency Certification (Dell); Microsoft Certified

IT Professional

Training: ITIL v3 Foundation; Microsoft Office Specialist; Contractor Officer’s Representative Course; DoD Information

Assurance Training Manager; Information Security Manager

TECHNOLOGY

Microsoft Operating Systems / Office Suites, Windows 2003/2007/2008, Windows XP, Vista, Windows 7/8, MS Visio, Adobe

Professional Suite, Adobe Flash Player, Adobe Photoshop, SnagIt, Roxio, Dell/HP Workstations/Laptops, Xerox/HP and

Lexmark Printers, Routers, Switches, VPNs, TCP/IP Networks, Java, HTML, TCP/IP, VLANS, SMTP, DHCP, DNS,

Macintosh Operations Systems, MAC Book Pro

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