Service Desk Team Lead

Robert L. Tate

**** *********** ****** **. ***** Johns, FL • 703-***-**** (C) • ad2w7k@r.postjobfree.com

SUMMARY

Has over 40 years of extensive experience providing technical support to federal contracts throughout his diverse career, Mr. Tate has gained considerable knowledge in many areas of Information Technology. This wide-ranging knowledge has allowed him to easily adapt to new challenges seamlessly.

SECURITY CLEARANCE Top Secret / SCI

EXPERIENCE

Unemployed Jan 2023 - Present

Left due to shift work/hourly demands not divulged until after starting employment.

Enterprise Integration Jan 2023 – Jan 2023

Service Desk Team Lead

Served in a key role as a Service Desk Team Lead for a large, multi-client Service Desk providing 24x7 Tier 1 and Tier 2 support. Was responsible for overseeing the day-to-day effectiveness of service provision and ensuring that Service Level Agreements are met by a team of Technicians. This position required a broad knowledge and understanding of best practice frameworks for the delivery of IT services, experience of working accurately and confidently with service desk tools and technology, such as ServiceNow, remote access and knowledge resources.

Unemployed Jun 2021 – Jan 2023

Family relocated to Jacksonville, FL area.

CACI International Inc. Mar 2020 – Jun 2021

Enterprise Software Trainer – All Spark

Served as an Enterprise Software Trainer instructing a customer modified version of ServiceNow. Provided customized application training and basic ServiceNow usage lunch-and-learn training sessions. Also wrote self-help knowledge articles and procedures. Contributed to the test team by testing newly implemented code and reporting defects. Worked with developers and engineers to resolve issues with new releases and to learn of modifications and enhancements to the application.

CACI International Inc. Aug 2019 – Mar 2020

Enterprise IT Maintenance Scheduler – All Spark

Served as an Enterprise IT maintenance scheduler for a large world-wide federal customer. Used a customer version of ServiceNow to validate, track and approve outages and routine maintenance to the customer’s IT network.

GDIT (formerly CSRA/NES Associates) Dec 2017 – Aug 2019

Service Desk Deputy Operations Manager

Served as Deputy Operation Managers for a large, multi-site Tier 1 Service Desk. Assisted in managing a team of over 35 individuals providing support to a 40,000+ customer base. Provided status briefings to Customer leadership. Served as Lead Trainer for new employees and continuing training for existing technicians. Training predominantly in a Windows environment, to include; MS Office, Outlook, Lync/Skype, Active Directory and Multi-Factor authentication (RSA). Update training documentation and online Sharepoint sites. Also provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This position required familiarity to extensive knowledge of numerous Operating Systems, applications, tools, and network infrastructure.

Unemployed May 2017 – Dec 2017

Released from contract due to cut backs.

Probity Inc. Oct 2016 – May 2017

Digital Forensics Specialist

Performed as a forensics analyst for the customer. He possesses an in-depth knowledge of computer forensics utilizing numerous forensic software programs including FTK, Winhex, Encase, XRY and customer specific programs, as well as, a thorough knowledge of many hardware platforms and operating systems. Daily activities include, but are not limited to, converting data collected from various sources into standardized formats that can be ingested into unique customer built applications and databases for analysis. Monitors many external links to numerous field sites for incoming data and works closely with personnel to coordinate and ensure successful completion of transmissions. Provides daily support for a specialized customer data transfer system, often requiring after-hours and weekend support. Provides primary training to new and less experienced team members. Also, provides weekly on-call (pager duty) on a rotational basis. Over his time on the Program, he became a recognized expert on resolving “media” issues. He provided significant support during the initial setup of a forensic lab; building and maintaining numerous workstations, connectivity to a network and installing software updates and virus definitions. He was the primary focal point for resolving issues with workstations and connectivity, often working directly with network System Admins. This has provided him with significant understanding in the areas of; Active Directory, File services, virtualization (Citrix). Storage, VPN's, and networks.

RCT Systems May 2012 – Oct 2016

Digital Forensics Specialist

See most recent experience. Switched to Probity Inc. after a contract re-compete.

BAE Systems Feb 2002 – May 2012

Senior Lead System Analyst

See most recent experience. Switched to RCT Systems.

Electronic Data Systems 1999-2002

Systems Administrator

As a systems administrator, provided “close” technical support (Tier 2) and help desk services for more than 400 users in a CWE environment. Provided LAN and Lotus Notes administration, which included creating and maintaining user accounts, maintaining system accesses, and database maintenance. Provided desktop support, which included user training and problem resolution from simple hardware fixes to complex application issues. Consulted on hardware and software upgrades and implementations. Provided additional support to customers at overseas locations by creating and maintaining unique Web accounts, problem resolution, and occasional travel. Maintained and updated an office wide web server. Was recognized as a team expert on several applications.

Lockheed Martin Corporation 1989-1999

Systems Administrator / Integrator

As a systems integrator and configuration management specialist, provided requirements engineering and marketing support on a messaging system transition initiative. Maintained and administered several Lotus Notes databases and prepared presentation materials for key customer briefings. Performed user training on a specialized software application, including system-based training modules using the Microsoft Office suite. Created procedures for and provided primary help desk support for a small client base. Created, tracked trouble tickets and implemented program Engineering Review Board, and provided secretariat support. Assisted in the creation of the program Configuration Management Plan and supported application developers and government business experts to ensure training materials reflected organizational business processes.

Previously, was an NRO data center representative for engineering control boards, engineering review boards, and other technical meetings. Performed as a project representative for hardware and software system deliveries and developed and implemented operator training and certification programs. Chaired a weekly working group responsible for resolving data center issues. Provided day-to-day configuration management support for the data center and managed a moderately sized support staff.

Served as a technical lead for operations of a multi-platform NRO data center. Performed monitoring, operation, and problem resolution on various systems, including a linux, user-based environment. He was the primary liaison for determining and resolving user issues. Provided training to operators; created, maintained, and standardized operational procedures resulting in fewer errors; and scheduled system maintenance.

Central Intelligence Agency 1980-1989

Computer Operator

As a senior computer operator, monitored data center systems; performed training of operators; and was the primary interface with users, programmers, and other personnel in performing daily assistance and problem resolution. His other experience included JES/VM operator and tape librarian.

Certificates

ITIL 3 Foundations

Education

Park View H.S. Sterling Park, VA

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