Help Desk Training
Resume:
Tony A. Dean
**** *. **** ****** ** Apt **** • Dallas, TX 7536 • 903-***-**** • ****.******@*****.***
OBJECTIVE
Seeking a challenging career with a team oriented organization that will offer a stimulating and diverse atmosphere with opportunities for career growth and development.
SUMMARY OF QUALIFICATIONS
Professional experience includes Ability to manage projects with minimal supervision and effectively handles multiple responsibilities. Possesses qualities of being decisive organized, loyal, and proactive. As well as 3 years In the Law Enforcement field of Corrections, demonstrating the awareness and knowledge to Manage Offenders in a Correctional Setting. A self-starter with excellent verbal and written communication skills, who quickly learns in an always changing environment.
WORK EXPERIENCE
November 20014-Present
ST Moritz/Healthcare Security Services Inc.
Richardson, TX/ VA
As a State of Texas Level III Commissioned Officer I have worked various post and
Assignments, ranging from Rolex Watch store, Fashion exhibits, and Cadillac Executive presentation events, warehouse overnight protection, as well as retail stores. I am also an Special ATM technician protection officer. I am assigned a Technician for the day and my full responsibility is to protect him or her. While they are on duty, repairing ATMs for Several different financial institutions, within the DFW. I must possess the ability to use discernment with constant pedestrians surrounding and passing our work environment.
December 2011- Dec 2013
Texas Department of Criminal Justice
The WM R Boyd Unit Spur 113 Teague, Texas
Correctional Officer
As a Correctional officer I comply with daily post orders, perform routine duties in accordance with established policies, regulations and procedures to maintain order and provide for the security, care and direct supervision of offenders in housing units, at meals, during recreation, on work assignments and during all other phases of activity in a correctional facility, to include Armory/Key Control, Perimeter, Segregation, Medical, Kitchen, Recreation, Central Control, Visitation, Utility/Escort, Roving, Housing, Transportation, Intake/Property, Work Detail, Education and Laundry. As a Correctional Officer I help maintain safety and security for inmates, fellow staff and the surrounding community I’ve completed the Training for Trainers Course. I was a selected Member of The Visitation crew, as well as The Full time Transportation Team, which was comprised of armed officers escorting offenders between Correctional facilities.
June 2009- December 2011
Corrections Corporation of America / Dawson State Prison Dallas TX.
Correctional Officer
As a Correctional officer I comply with daily post orders, perform routine duties in accordance with established policies, regulations and procedures to maintain order and provide for the security, care and direct supervision of offenders in housing units, at meals, during recreation, on work assignments and during all other phases of activity in a correctional facility, to include Armory/Key Control, Perimeter, Segregation, Medical, Kitchen, Recreation, Central Control, Visitation, Utility/Escort, Roving, Housing, Transportation, Intake/Property, Work Detail, Education and Laundry. As a Correctional Officer I help maintain safety and security for inmates, fellow staff and the surrounding community I’ve completed the Training for Trainers Course. I was a selected Member of The Visitation crew, as well as The Full time Transportation Team, which was comprised of armed officers escorting offenders between Correctional facilities.
Arbor Education & Training, Dallas, Texas 02/2009 - 06/2009
Career Coach
Adhere to state of Texas guidelines, protocol, and other criteria for federally funded WIA (Workforce Investment Act) program. Assess skill levels, aptitudes, and abilities of job seekers from various age groups, cultures and populations; provide referral services to job seekers inclusive to counseling, career and academic training/advising, benefit services, and veteran affairs. Coordinate with workforce delivery partners to support, job seekers in obtaining support services to secure employment and training opportunities that support academic and economic achievement and long term sustainability. Provide case management services to job seekers; Utilize state of Texas (TWIST) data base.
Project RIO encouraged participants to take advantage of educational and vocational services and assist offenders in obtaining documents necessary for employment, also provided placement services to give offenders practical work experience in their areas of training.
T-Mobile INC. Specialist 2, Help Desk
Warren Parkway Frisco, TX 2007 – 2009
Serve as a central point of contact for all T-Mobile associates IT questions, problems, or request for information of any supported application, utility or system.
Partner with service specialist, software technicians, and technology teams to provide accurate problem analysis, including business impact, and facilitate implementation of timely solutions
Provide accurate, creative and rapid response to customer problems of moderate nature to ensure customer productivity.
Problem determination and troubleshooting in a client-server setting.
Maintain ownership of all tickets created until appropriate resolution reached and communicated to the person reporting the problem.
Research, resolve, and respond to questions received via telephone calls, e-mail, letters, and callbacks in a timely manner, in accordance with current standards.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
Provide management escalation and customer notification of technology issues, as needed
Assist in special product-related issues as needed.
Participate in team projects that enhance the quality or efficiency of the Help Desk.
Attend Training sessions and possibly assist in training workshops.
Develop Business and technical writing skills.
Contribute solutions to knowledge Management system.
Act as a resource as needed during critical system outages.
Quality Assurance Analyst/ Help Desk Analyst June 2004- Sep 2007
Net2it Inc, Washington, DC
Provides technical and application system support to District of Columbia Government Office of The Chief Technology Officer (OCTO).
Maintains and supervises 24/7 OCTO HSMP (Human Services Modernization Program) Web based Applications Helpdesk.
Promptly and proactively addresses and resolves CIAR, (Common Intake and Referral) and SPIS, (Safe Passages Information System) related help desk issues and concerns in a timely and professional manner. Provides referrals to appropriate technical, professional or service personnel as needed, including follow-ups.
Monitors and documents all calls regarding technical / software issues, recognizing, researching, isolating and resolving routine information technology problems in a timely manner.
Creates, executes and documents Test case Planning, Test case Development, Test procedures and analyzing test results to verify proper function of OCTO applications.
Familiar with DC Government HSMP Multi-agency applications, SPIS, (Safe Passages Information System ACIS (Apra Client Information Systems), SOC (SYSTEM OF CARE), SCWP, (Sister City World Portal) PIFB, Preliminary Interview for Benefits) CIAR, (Common Intake and Referral) DMH, CFSA and DYRS. Department of mental health, Child family services Administration and Department of Youth Rehabilitation Services
Create Verify and Update users in SPIS Access, Utilizing SPIS User management tool.
Develops and maintains regression tests, test cases, sample data, and other QA tools. Implements and utilizes automate or other tools to enhance the efficiency of assigned tasks as appropriate. Utilizes Rational Suite of utilities, Test Manager, Clear Quest and Requisite Pro.
Maintains documentation of all problems/corrective actions and resolutions.
Provided support and performs additional task as directed by management
Assist with testing new application changes prior to production releases.
Participate with system developers and business partners during implementation phase of application role outs
EDUCATION
Top Gun Security, Dallas Texas
TPSB Level III Commissioned License
ASM EDUCATION CENTER, College Park, MD
MCSE/MCSA Certifications,
A+ Certified,
Certificate of completion CompTIA Net+,
OMEGA INSTITUTE, Cherry Hill, NJ
Computer Repair Certification
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