Help Desk Support Specialist

KENNETH FIELDS

Help Desk Manager / Senior Support Specialist

Atlanta, GA • ad5qzs@r.postjobfree.com • Mobile: 678-***-**** • LinkedIn Kenneth Fields • 678-***-**** • ad5qzs@r.postjobfree.com Page 1 Committed and hard-working Help Desk Manager with effective leadership, communication, and customer service skills. Extensive experience working with business and technical teams to build and improve IT support frameworks. Demonstrated strength in process improvement, training / mentoring colleagues, and creating operational procedures / system documentation. Consistently motivates and promotes team collaboration to successfully analyze and resolve a wide range of complex technical issues that support mission-critical IT systems.

Acted as a lead coordinator for a large-scale EOMS V2 enhancement project. Collaborated with Emergency Operations management, development, and support teams to successfully implement and support enhancements, enabling efficiencies and improved user experience for over 15,000 users.

Constantly maintained a 24-hour steady state support for over 18 mission-critical applications. Successfully coordinated with users to troubleshoot and resolve high volume of technical incidents (averaging 50 incidents / day and over 300 during major events), maintaining a first call closure rate of 97% and meeting aggressive SLAs. KEY AREAS OF EXPERTISE

Functional / Technology: Help Desk / User Support Management Technical Support Incident Analysis / Response Troubleshooting System Administration Customer Service IT Service Management / ITIL Software Development Life Cycle (SDLC) Waterfall / Agile Business / System Requirements Quality Assurance and Testing User Acceptance Testing Process Improvement Healthcare Information Systems

Organizational Leadership: Cross Functional Team Leadership Self-Motivated & Adaptable Creative Technical Problem Solving Team Player Effective Communicator (Verbal & Written) Conflict Management Training and Mentoring

PROFESSIONAL EXPERIENCE

CDC - Center for Disease Control (Premier Federal Contract) Atlanta, GA • Senior User Support Specialist

07/2018 – 07/2023

Collaborated with stakeholders across five branches of DEO (Division of Emergency Operations) and the Chief of Staff Office to define system requirements, provide user support as well as testing and system maintenance for 12 strategic applications impacting over 15,000 users.

Additional key responsibilities and accomplishments:

Instrumental in implementing and improving the Emergency Operations Management System (EOMS).

Facilitated requirements gathering, created process / requirements documents, performed testing, reported defects, and continuously provided feedback to development teams to improve system functionality, performance and user experience.

Worked with diverse business groups and coordinated with development and support teams to analyze / resolve critical system issues in a timely manner, preventing system outages and operations downtime. (99% up-time rate)

Performed RCA (root cause analysis) to reduce recurring incidents and document findings and recommendations.

Supported process improvement, standardized support models, created operational processes / guidelines, and provided training to peers and business users.

Contributed to successful implementation of service management tools by defining support processes and providing training to support teams and users.

Leveraged iSupport, HP Service Manager and ServiceNow to effectively manage incidents / service requests, communicate resolutions to customers, and generate reports and metrics to leadership.

Maintained strict service level agreements (SLAs) and support metrics.

Defined and managed EOMS user access. Designed and executed system security test cases to validate application security role-based access control (RBAC) permissions.

CDC - Center for Disease Control (Leidos Contract) Atlanta, GA • Help Desk Manager / Senior User Support Specialist 07/2008 – 07/2018

Worked with business users, support, and development teams to troubleshoot and provide customer support for CDC’s Emergency Operations Management System (EOMS). Prioritized incidents during events and exercises, provided effective resolutions and maintained service level agreements. Additional key responsibilities and accomplishments:

Worked effectively in high-volume call center operations environment to analyze and resolve complex issues while maintaining aggressive SLAs and producing superior results.

Successfully planned and executed testing, utilizing Team Foundation Server (TFS) to support EOMS development and enhancement projects.

Kenneth Fields • 678-***-**** • ad5qzs@r.postjobfree.com Page 2

Coordinated with operations and support teams to determine content and training needs. Created knowledge articles, how-to documentations, and user guides. Effectively prepared and delivered training and system demonstrations.

Created, and clearly communicated to senior management, status reports, service performance metrics and presentations. CDC - Center for Disease Control (Business Computer Applications Contract) Atlanta, GA • User Support Specialist

04/2005 – 06/2008

Successfully collaborated with business stakeholders, development, and support teams to fulfill service requests, resolve complex incidents and restore service in high performing / strict SLAs environment.

Developed and documented detailed support workflows.

Provided first level support for national custom software application and digital certificates.

Provided deployment support for over 55 National Health Departments and 190 Community Based Organizations.

Acted as CSIA Support Team Sub Team Lead. Provided supervisory and managerial expertise as the first point of contact for Help Desk related issues.

ADDITIONAL EXPERIENCE

Bit Soft International / Deloitte Consulting • Atlanta, GA • User Support Specialist 07/2004 – 04/2005 GE Power Systems • Atlanta, GA • Sr. Technical Help Desk Analyst / Trainer 08/2000 – 10/2003 Aaron Rents • Atlanta, GA • Computer Analyst 01/2000 – 08/2000 EDUCATION, CERTIFICATIONS AND TRAINING

Community College of The Air Force

Center of Industry & Technology, Atlanta, GA, A+ Certified

Air Force Leadership School, Frankfurt, Germany

Air Force Supervisory Course

TECHNICAL SKILLS

ServiceNow, HP Service Manager, iSupport, Team Foundation Server (TFS), MS Office (Word, Excel, PowerPoint, Visio), Microsoft Teams, SharePoint, Windows Servers

AWARDS AND RECOGNITIONS

Military Member of the Year, 1990, Military Entrance Processing Station, Oklahoma City, OK

Air Force Achievement Medal

Air Force Commendation Medal

Special Recognition Awards (three)

Lockheed Martin Hero award for Ebola Response

SECURITY CLEARANCE

NACI Cleared

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