Denise R. Flakes

**** ********** ** # ***

Alexandria, VA 22312

Home: (703) 642 – 2844 Email: ad0cy2@r.postjobfree.com Cell: (703) 606 - 0795

Summary

Pursing a challenging position that will utilize my 9 years of IT technical support experience while promoting an environment of growth. Possess exceptional analytical, organizational, and troubleshooting skills for Tier 1 and Tier 2 support. Easily identify and resolve issues and concerns. Support customers with various technical issues for Wireless Devices and applications, computer peripherals and pagers. Work well under pressure, routinely meet all deadlines as presented, and embrace change as an opportunity to develop professionally. Currently hold a TS/SCI, with Polygraph.

Professional Experience

Support Engineer, Dexian Signature Federal System, Herndon, VA March 2023 – September 2023

●Prioritize customer queries and escalating serious technical issues to IT developers

●Providing customers with step-by-step guidance to resolve technical problems

●Using ticketing system JIRAA for troubleshooting software issues by asking customers targeted questions.

● Relaying application functionality feedback from customers to Software Developers and Data Engineers.

●Assisting customers with account setup and application installations.

●Compiling software instruction manuals and useful software support resources.

Senior System Administrator, Raytheon Technologies, VA November 2022 – March 2023

●Create, update, and maintain secure sites and tools for multiple platforms and are SharePoint site

●Create and manage corporate action tracker, and coordination internal and external completion items

●Keep reports of technical inventory and infrastructure and maintain and ensure compliance

●Maintain user guides, manuals, policies on updated systems for team to create workflow process

●Process new account for Remote Server Access (RSA) Two Factory system tokens for miss attributable internet

●Monthly reports, tracking overall process, updating, project for the group

●Process data transfer request, update the DTO machine weekly

Senior System Administrator, General Dynamics (GDIT), VA October 2019 – August 2022

●Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools and techniques in support

●Help assist Mission Partner with submitting orders using ServiceNow platform and Powershell, also creating service request

●Installs and configures applications software and related hardware

●Provides software and system troubleshooting and support

●Resolving critical IT-related issues that negatively impact the customer’s mission

●Manage personal metrics, alignment to PKI’s, and the office’s ticket queue

IT Technical Support, Jacobs Technology, VA July 2015 – October 2019

●Complete work orders provided by metrics in a timely fashion, communicate with customer throughout project process, keep team lead, management, and stakeholders abreast of issues or problems

●Record and send weekly reports, manage time, and update work logs

●Proactively communicate expectations, provide manager with all customer service center needs and collaborate the needs with team members

●Primary liaison between customers and vendors for all telephony and wireless device procurement issues

●Reply to phone calls, emails and instant messages sent, adhere to SOP’s, attend training as provided or available

●Help assist Mission Partner with submitting orders using ServiceNow platform, also creating service request

●Ensure all tasks to other service providers are accurately created, validate requirements within 24hours from business day receipt and update work basket/ log accordingly

●Provide technical support to end users on wireless devices IPhones, air cards and tablets, keep customer informed of equipment status, back-up other team members as require

Access Control Officer Hewlett Packard, VA June 2014 – May 2015

●Created and setup vendor accounts and assist in the ordering, receiving and distribution of office supplies

●Provided facility security officer support through approved visitor requests, and works closely with security to verify visitor’s credentials

●Updated log entries related to building management repair/service requests

●Worked closely with management and staff to ensure protection of material

●Tracked all printers and copiers and provide monthly reports

Call Center (HR Generalist) Computer Science Corporation, VA October 2013 – May 2014

●Answered Tier 1 inbound calls and email inquiries, create tickets in ServiceNow and Case solver system

●Created HR Casses in the designated tracking system, provided customer with conformation that the ticket was created

●Communicated resolution to supervisor and employees related to Human Resource policies and procedures, or escalated the case to the proper Branch

●Maintained knowledge of company policies and procedures consistent with current process and procedures

●Researched and resolved and employee issue relating to benefits and compensation respond to inquiries concerning benefits, compensation

Support Specialist General Dynamics, VA November 2004 – September 2013

●Research pouch shipments and initiate pouch traces to ensure proper delivery to the appropriate sites

●Assisted the web developers to resolve the problems and glitches that normally occur with new system

● Transferred files within Components and Divisions and provided technical support to include fixing, reinstalling computer applications, trouble shoot and fixed printers.

●Tier 2: Installed Lotus Notes on Employees’ desktop in a Windows XP, and Windows 7 environment

●Accurately verified Group Names in the ACL database to grant users within specific Components the proper online access

Technical Skills

●ICE, Powershell, Rapid7 maintenance, Laptop Compliance, Lync,

●MS Office Suite 2007-10: MS Word, MS Excel, MS Access, MS Power Point, MS Outlook

●Lotus Notes 1.2.3 Version 7.0 - 8.5, Fox Pro, Lawson, Internet Explorer & Firefox Mozilla

●Help Desk Tracking Systems, ESMT, Service Now ticketing system, Remedy, IBM Maximo, AS/400

●SharePoint 2007, Internet Explorer & Firefox Mozilla ServiceNow, Customer proprietary databases

Education / Training

ComTIA Security+ September 2022

Lawson HR Training February 2014

Learning Tree International Reston, VA July 2010

A+

Northern Virginia Community College Alexandria, VA September 1999

IST-117 (MS Word, MS Access, MS Excel, MS Power Point)

System Administrator Security Certification January 2016

Component Mission Administers Certification (CMA) October 2019

DCJS June 2018

References Available Upon Request

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