Alfred Lott II

301-***-**** ad5b14@r.postjobfree.com Silver Spring, MD 20904 LinkedIn

Service Desk Lead

HelpDesk Support – Desktop Engineering - User Account Management

Technically astute Service Desk Lead with a track record of optimizing IT support operations to deliver exceptional service. Adept at leading high-performance teams and fostering a collaborative environment to achieve organizational objectives. Skilled in implementing efficient help desk processes, ensuring prompt issue resolution, and enhancing end-user satisfaction. Proficient in coordinating operational activities, supervising projects, and managing escalations from senior management. Possess strong communication and interpersonal skills, coupled with a strategic approach to problem-solving. Committed to continuous improvement and staying abreast of emerging technologies to drive operational excellence in service delivery.

Astute presenter; successful in presenting briefing to the executive leadership and large audience.

Ensured procedural adherence with applicable standards or regulations.

Demonstrates capability to navigate in a fast-paced environment and prioritize tasks with competing deadlines

Strong ability to collaborate with, inspire and motivate others toward accomplishing goals within various groups.

Proven leadership skills, able to influence the highest levels of organizations and shape business outcomes.

Recognized for developing, training, and leading cross-functional teams for execution of business-critical tasks.

History of fostering robust collaborations/partnerships with various teams, stakeholders, and executive management to realize strategic business goals.

Strong ability to work independently, prioritize tasks effectively, and implement system improvements.

TECHNICAL COMPETENCIES

Systems Administration, Network Technology, IT Help Desk Operations, MSP (Managed Service Provider) Operations, Project Planning and Execution, Desktop Support Services, Security Compliance, Endpoint Configuration, Hardware Diagnostics and Repair, Software Deployment and Updates, User Account Management, Telecommunications Support, Network Infrastructure Management, IT Ticketing System Management, Data Backup and Recovery, Technical Documentation, Microsoft Technologies, System Performance Optimization, IT Metrics Analysis, Emerging Technologies Awareness, Leadership and Staff Training

SUMMARY OF QUALIFICATIONS

Leadership: Experience working in team environments, motivating teams, and building a culture that encourages employees, and leads ROI initiatives, strategic planning, data analytics, and targeted programs. Brings experience in working with diverse, global teams, and producing high-performing teams.

Project Management: Experienced in project management, stakeholder engagement, managing team members, and strategic thinking. Exhibits excellent project management, problem-solving, and decision-making skills while leading cross-functional collaboration across the organization and with clients and partners. She participated in developing project plans, operating plans, and supporting budgets: determining scope, methods, resource requirements, and project schedules. Provided input to conditions statements for acquisition and participated in technical evaluations.

IT Management: Interpreted data and analyze results using statistical techniques and provide ongoing reports. Utilized data stores, data collection systems, data analytics, and other strategies that optimize statistical efficiency and quality. Supported the Customer's annual exercises, planned monthly relocations, and unplanned real-world events. Coordinated and participated in installation and renovation projects and prepared status reports on system checks, relocation preparation, and relocation support. Proficient in managing databases, ensuring data accuracy, and maintaining data security and privacy.

CERTIFICATIONS

Network + Certificate 2013 Microsoft Certificate 2009

MCP (Microsoft Certified Professional: Windows Server 2003) 2009

MCTS (Microsoft Certified Technology Specialist: Configuring Windows Vista) 2009

PROFESSIONAL EXPERIENCE

Lead Technician

Oracle Cerner, Washington DC 07/2022 – Present

Hours Per Week: 40 Type of Employment: Full-Time, Private Sector

Monitor and retain ownership for all tickets processed by the Service Desk to ensure successful resolution of service or incident tickets to include tickets escalated to Tier-2 and Tier-2. Collaborate with other Team Leads and manage assigned agents to ensure user support incident tickets are resolved at Tier 1 within required SLA timeframes. Ensure team receive, document, categorize, triage, route, and resolve end user IT requests and incidents tickets.Review and evaluate tickets for escalation and transfer to Tier 2 agent consistent with defined processes and procedures. Triage helpdesk tickets, finding the best help desk technician, including yourself, to resolve the issue in an efficient, effective, and timely manner

Provide daily direction to help desk staff

Lead the MSP Pilot

Direct the MSP Pilot initiative, providing strategic guidance and ensuring successful implementation. Oversee a team of four contractors, managing their activities and ensuring alignment with project objectives.

Assist with HSC Concerns (Team Members & Clients)

Aid in addressing team members' and clients' concerns about the Health Sciences Center (HSC).

Round 4 Main Short Stay & 4 East

Coordinate activities for Round 4 in Main Short Stay and 4 East, ensuring smooth operations and protocol adherence.

Projects (Workstation Moves, MSP Bit Locker Pilot)

Supervise various projects, including Workstation moves and the MSP Bit Locker Pilot, ensuring effective execution and completion.

Senior Management Escalations

Manage and resolve escalations from senior management, providing timely and effective solutions.

Walk-Up Center (Issues, Staffing, Training)

Supervise the Walk-Up Center, address issues, manage staffing, and facilitate training to ensure optimal performance and customer satisfaction.

Lead Desktop Support

Cerner Corporation, Washington, DC 08/2015 – 07/2022

Hours Per Week: 40 Type of Employment: Full-Time, Private Sector

Provided guidance and answers to customers calling in requesting assistance in installation, operation, troubleshooting, and repairing assigned products. Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems. Recommended or performed remedial actions to correct problems. Provided updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication. Recorded all pertinent information received on product problems and complaints. Served as a resource for other departments to request technical information and assistance regarding the assigned products. Provided instruction and training to customers and personnel.

Leadership and Team Management

Provided leadership and guidance to the desktop support team, ensuring efficient resolution of technical issues.

Supervision and Task Assignment

Supervised and coordinated activities of desktop support personnel, including assigning tasks and monitoring workload.

Technical Expertise and Escalation Handling

Served as an escalation point for complex technical issues, providing expertise and guidance to team members.

Collaboration and Integration

Collaborated with other IT teams and departments to integrate desktop support services seamlessly with overall IT operations.

Policy Development and Implementation

Developed and implemented desktop support procedures and best practices to enhance service delivery. Trained and mentored desktop support staff, fostering skill development and ensuring high technical expertise.

Hardware and Software Management

Installed, configured, and upgraded end-user desktop and laptop software. Evaluated and recommended desktop hardware and software solutions to meet organizational needs and improve system performance.

Project Planning and Execution

Participate in the planning and executing of desktop-related projects, ensuring timely completion and adherence to project goals.

Metrics Analysis and Improvement

Monitor and analyze desktop support metrics to identify areas for improvement and implement strategies to enhance service quality.

Continuous Learning and Innovation

Stay abreast of industry trends and emerging technologies to make informed recommendations for continuous improvement in desktop support services.

Network Support Specialist

Lafayette Federal Credit Union, Kensington, MD 03/2011 – 08/2015

Hours Per Week: 40 Type of Employment: Full-Time, Private Sector

Provides troubleshooting, training, and implementation of clinical and business systems. Coordinates desktop, laptop, telephony, and peripheral device support. Ensures that network devices are maintained with current virus protection and software patches. Documented and troubleshoot issues while appropriately utilizing the service ticketing system. Maintained inventory of equipment, including repairing and replacing, as necessary. Documented and troubleshoot issues. Assisted end users and clients by delivering preventative maintenance, upgrades, implementations, training, etc.

Training and Development

Trained staff on using Windows and network functions to enhance their technological proficiency.

Help Desk Management

Managed the IT help desk ticketing system (Kaseya), offering comprehensive support services for desktop computers, applications, and related technology.

Technical Troubleshooting

Diagnosed and provided repair instructions remotely and in person, demonstrating high technical expertise to address various technology issues effectively.

Software Deployment

Deployed and updated software applications across the organization's network, ensuring seamless integration and optimal functionality on desktop computers.

User Account Management

Managed user accounts, including creation, modification, and termination, ensuring proper access permissions and security protocols were maintained.

IT Assistant

Volunteers of America Chesapeake, Lanham, MD 10/2009 – 02/2011

Hours Per Week: 40 Type of Employment: Full-Time, Private Sector

Provided Tier I software and network support and troubleshooting. Analyzed incident(s) details, identify the root cause, and provide problem remediation. Responsible for imaging. Documented problems with the technical detail(s) within the Web Help Desk ticket. Escalated problem(s) to Tier II for intermediate level troubleshooting.

Maintenance and Technical Support

Delivered ongoing maintenance and technical administrative support for computer systems and application software following installation, ensuring optimal performance and functionality.

Telecommunications Support

Provided comprehensive support for the telephone system, cellular phones, phone services, and pagers, and conducted maintenance for various office equipment.

Hardware and Software Management

Maintained a thorough understanding of existing hardware and software, facilitating efficient network user utilization by maximizing knowledge of available resources.

System Documentation

Created and maintained comprehensive documentation for computer systems and application software, ensuring accurate records of configurations and support procedures.

EDUCATION

Microsoft Network Technology Program, Annapolis Junction, MD – 3691 Career Training

Bachelor of Arts in Sociology - Virginia State University Petersburg, VA

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