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Information Technology Help Desk

Richmond, Virginia, United States
April 30, 2018

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Richmond, VA

Joseph Freeman III 804-***-****


Federal Reserve Bank of Richmond August 2016 – Present Associate Service Desk Technician Richmond, VA

Service desk position for production support of distributed and mainframe mission-critical financial applications.

Use incident reporting tool Remedy to manage hundreds of tickets daily. o In first few months of employment I had created a faster process for assigning tickets and assigned the most tickets out of all fellow employees.

Support technical disciplines including basic knowledge of MVS, Windows, Solaris, AIX, and Linux.

Manage, control, grant and audit individual security access to proprietary high-risk computer systems and network devices.

Monitor Treasury Auction and Funds/Securities application connections which are critical to the Federal Reserve mission.

General understanding of the relationships between the distributed system software components (Windows, Unix, MQ, Secure Transport, WebSphere, Connect Direct) Federal Reserve Bank of Richmond May 2016 – August 2016 Information Technology Intern Richmond, VA

Participate in gathering requirements for the project and help develop a project plan to implement a new help desk chat function for the department

Created documentation for help desk chat and lead in training employees for the production rollout

Trained team of 10+ on the functionality of the application for future rollout.

Created customer side use of help desk chat presentation and presented to 300+ technicians at the Federal Reserve bank

Riversbend Grill March 2011 – May 2016

Kitchen Manager Chester, VA

Managed employees and solved any issues that ran throughout the shift

Training new employees

Managing a team under high stress levels

Working towards a short term deadline

Maximizing production time and product quality


Virginia Commonwealth University December, 2016

BS Business Information Systems Richmond, VA

Graduated magna cum laude with a 3.6 GPA

Functioning Member of Association of Information Technology Professionals

Gave assistance at University gym for physical training and programming. SKILLS & INTERESTS

Skills: Leadership; HDI Support Center Analyst Certification; Project Management using different life cycles; Experience with C#, HTML, & SQL; Work well in high pressure environment; Employee Training and Development; Adaptive Personality; Communication Skills; Basic understanding of Technology Infrastructure

Interests: Meeting new people; craft beer; fitness; traveling; cooking; The Office

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