DESSAIRÉ WELLS

IT SUPPORT PROFESSIONAL

Jacksonville, FL 32244 ad13jt@r.postjobfree.com - 910-***-****

Federal Clearance Level of Public Trust; Authorized to work in the US for any employer

SUMMARY

A proven and well-rounded IT consultant that comes highly recommended. Strong leader with program management, systems support and set up, and POS service provider experience. Strong cross-functional team engineer involved in programming, support, and rebuilds/installations. Technical experience includes hardware, software/application, and implementation experience for hospitality, financial, F&B, and health sectors. Interests include ITIL process management, system and data security, software testing and augmentation, client-support advocate.

WORK EXPERIENCE

IT Support Consulting /(Currently at BAE Systems) 03/2023 – PRESENT Provide on-site technical support for the end-user community. Support consists of software and hardware installs, hardware moves, add or changes of hardware/software and maintenance. PC refresh support consisting of imaging PCs, SCCM administration, cell phones, CISCO communication devices, installing software and deploying devices to users. Demonstrate customer service and technical knowledge gained from prior experience to resolve technical issues surrounding installation, usage, and training on software and/or hardware products. Adhere and advocate all company's documented procedures and protocols. Skills Employed: Proficient with a variety of MS Operating Systems: Win11, Win10, Win 7, Troubleshooting skills for applications analyst support. (MS Windows based platforms, Office, browsers, printers, web-server delivered apps etc). Demonstrate basic understanding of networks Desktop/Laptop hardware repair; Experience with Microsoft AD, Asset Management, Excellent customer service and excellent communication skills (oral and written); demonstrate ability to work well with others in a team environment; adhere to standards as defined in Standard Operating Procedures; previous experience and knowledge of ServiceNow - Requests, Incidents, and asset management, AD and SCCM monitoring and system maintenance tasks, content/copy editing

Client Services Associate Tapestry (COACH®) – Jacksonville, FL 2021 – 2022

Short-term freelance IT consultant work for various clients providing a plethora of contract professional services in the industry: Some travel for OS deployments, application and product support, client IMACs (Installs, Move, Add and Changes,) Use of PowerShell scripting to assist with the management of 1000+ systems for client’s call center/WFH initiative; Remote systems support, network assessments, PC imaging (off-line and PXE), Identity access management tasks, inventory asset management, AD and SCCM monitoring and system maintenance tasks, content/copy editing

Info Sec Mngt - ISSO MAXIMUS Federal /US Census Bureau – Jacksonville, FL 12/2019 -12/2020

One of 4 site ISSO representatives at 2020 Census site with active role to lead systems security operations at assigned work location

Collaborated with global ISSO team and other security framework depts to help develop and support complex systems authentication measures and initiatives

Supported configuration and implementation of MFA solutions and other onsite identity solutions for staff and end-clients

Contributed to the development and procedural upkeep of policy documents that supported identity and data [network] security initiatives

Collaborated with partnering security teams to maintain documentation for security architecture and maintaining, monitoring, and supporting new systems and network users throughout

Served as a liaison with clients, dept security execs, participating in [virtual] meetings to ensure client system and security needs were timely met

Assist in enforcing established IAM focused security procedures.

Collaborated with external teams to help develop and propose data privacy and identity solutions

Conducted regular site assessments of FISMA implementation and controls to support continuous system monitoring

Performed computer security Incident Response activities and coordinated with virtual security team to record and report incidents

Provided security expertise in FISMA, OMB, NIST and federal government requirements that upheld IT Security and Privacy Compliance for assigned location

Led execution of ATO and POA&M site activities, developing all supporting documentation to demonstrate resolution

Supported vulnerability management & responded to vulnerability reports for applicability at the site, taking necessary remedial actions

Supported onsite implementation of Physical, Environmental, as well as Personnel security controls and employees seeking clearance / EOD

Supported other site security Assessment and Authorization activities as well as operated as site BRIVO Administrator

Participated in special projects as required, while demonstrating proper utilization of current knowledge re: Federal identity standards and relevant technology and security trends

Reviewed Computer Security Plan and implemented actions to accurately reflect the security protection measures for each unclassified information system

Worked closely with the system Administrators and engineers to maintain the system's security and accreditation status

Implemented site procedures for marking, handling, controlling, removing, transporting, sanitizing, reusing, and destroying media/equipment containing unclassified information

Worked with Asset Managers and Facility Security personnel to monitor changes to unclassified system components, environment, and location, including temporary relocation to another unclassified area

Served as an informational resource to users for all I.T. and Physical security questions concerning the site’s data and network security

Audited users' access requests for approval and revocations regarding controls of users' access

Ensured users were properly instructed on the appropriate use of computer systems, the data usage and information accessed

Performed security debriefings on behalf of MAXIMUS Federal

Exemplified strong project coordination skills and experience 911

System Administrator – Device Mngmnt DISNEY Studio Entertainment - Bay Lake, FL 4/2019 – 10/2019

•In support of 1800+ end users, Served as Trusted Agent (TA) for the Device Management [POS] deployment group

•Performed minor updates to firmware/UI packages of POS payment devices, including screen layouts, process flows, format updates, and other user edits

•Maintained version tracking for payment device configuration/UI packages and ensure that the correct package version is being tested by all UAT teams in the appropriate environments (QA or Production)

•Ensured that correct software pckg versions were readily available for deployment in management tools console

•Coordinated with partner teams and stakeholders to provide realistic timelines software upgrades, tests and releases to be completed and ensured that timelines were met or exceeded

•Served as key point of contact for validating end user identification and new user IAM requests in QA and Production portals of management tool console; participated in automation and optimization tasks

•Monitored and managed ServiceNow IT Service Management queue to ensure that update requests were documented, prioritized appropriately, and timelines were shared

•Applied experience remotely updating and maintaining software/firmware/UI packages on payment devices in an EMV environment or other [POS] hardware

•Applied experience to effectively prioritize and managing multiple workstreams in a high-volume, fast-turn environment

•Proven ability to work with key partners to identify and adjust timelines and processes to meet the needs of evolving projects/situations (Use of Agile/JIRA concepts and methodologies)

•Attention to detail and ability to translate operational/technical feedback into effective action plans in supported tools

•Utilized scripting (Perl, Python) methods to manage files within testing environments (Build and manipulate)

Provided interfacing tech support and customer service, as well as mobile, e-mail and chat-based support.

Demonstrated professionalism and strong team player skills with a willingness to assume responsibility and respond to new challenges as well as help to maintain and garner strong team relationships.

Demonstrated the ability to function and communicate effectively while working with stakeholders, platform engineers and development teams, to maintain sound work relationships.

Exemplified ability to follow through on key assignment tasks (software deployments, updates and firmware releases) as well as work with in-house and external programmers, developers and network infrastructure team to build and deploy web-based application changes.

Software Support Specialist KForce /Transaction Data Systems – Ocoee, FL 1/2018 – 4/2018

Provided site reliability tasks re:software deployment/release support for a major RX Point-Of-Sales proprietary software client; server- initiated software deployment, maintenance, and testing

Addressed network connectivity, web server application defaults and issues reported in client ticketing system (ZenDesk) including multi-vendor systems and components, peripheral hardware, networking products, COTS software and operating systems.

Provided EMV migration and technical support services to industry patrons utilizing Payware global payment solutions

Remotely supported software compatibility with the payment requirements of Master Card, Visa Card, Debit Card, American Express, and Discover.

Assessed the severity of hardware and application malfunctions and executed appropriate corrective action required to restore the systems to full operation and conduct post-incident reviews/scenarios

Configured and analyzed the pinpad systems with given test plans and test card transactions.

Duplicated the scenario during test execution phase; analysis, investigate, and report individual or specific software defects to software developers and engineering teams.

Coordinated with partner companies to implement quality assurance procedure during live operation of the POS system, and continue testing procedures during actual system utilization (FirstData, Elavon, Vantive, Heartland,etc)

Troubleshooting to Identify, document, and report bugs in software applications

Documented testing results for the reference of software developers and internal POS Software Support team (java firmware upgrades, script adverse impact, etc)

Investigated any software and/or procedural defects, and corrected or escalated issues via ticketing system (Zendesk). (user accounts and app settings (HipChat, Exchange, MO365, etc)

Responsible for the training of onboarding software specialists (4) on project.

Freelance IT Consulting/Field Support Specialist

End Clients: Engility/SAIC Corp, Smartsource, TSA, KForce, - CONUS/Canada 10/2017 –11/2019

On-Call, Freelance IT consultant work for various clients in the industry: 100% Heavy Travel for multiple large-scale concurrent projects that included hardware installs, migrations, and upgrades to existing devices and re-configuring existing devices; OS deployments, application and product support, client IMACs (Installs, Moves, Add and Changes,) Remote network and systems support, Data Collection and Analytics, Cross-functioned as Team Lead, Technical Advisor and Individual Contributor on some projects; Provided MS app Admin support(OfficeSuite, 365, etc)

Field Support Specialist/Traveling Tech US Social Sec Administration - Linthicum, MD 4/2015 -5/2016

Provided Tiered interfacing tech support and customer service to end-users on hardware, software and network-related issues at customer’s sites.

Verified installed equipment and confirmed that GOTS applications and web-based intranet/applications were installed and functioning properly. (DOORS)

Worked with agency staff (1:1) to train end-users on newly installed /upgraded equipment and services

Verified PC configurations for evolving SSO implementation

•Provided supported for the implementation of the Identity Credential Access Management Program (ICAM) in response to HSPD-12 as set as a common identification standard set for Federal employees and contractors to reduce or mitigate identity fraud and protect personal privacy of those utilizing this standardized process (credentialed Federal id badges) We, the support specialists, set the configurations for this credentialing process. This included hw/software for all workstations, software applications with complex peripherals, fingerprint scanning devices, document scanning devices, photographic imaging systems and smartcard printers. Demonstrated professionalism and strong team player skills with a willingness to cross-function in responsibility and respond to new challenges

•Assisted the SSA in its mission to replace outdated Dell desktop machines with new laptops to lower operating/maintenance costs, increased workforce efficiency, and a subsequent telework option to its workforce

•Deployed laptops to 500+ sites nationwide and performed OS imaging (using a tool similar to GHOST), Windows end-user support/training after the roll out, data migration and file transfers, alongside provided admin support.

•Processes employed following a specific procedure set forth by SSA on a day-to-day basis. This entailed utilization of skills used during a physical server migration or laptop migration as well as the physical moving of boxes and machines.

•Assisted client (SSA) with the implementation and deployment of its ESSO (Enterprise Single Sign-On) software installation and end-user utilization by completing user login and credentials verification.

•Displayed ability to work well independently or in team setting from site to site, and exuding a great attitude while effectively interfacing with SSA agency site execs, POCs, leaders and staff

Desktop Support Technician Fresenius Medical Care – CONUS 3/2014 -11/2014

•Responsible for a large-scale OS migration (XP to Win7 with LINUX Unix upgrades and installs) including network assessments and advisement of necessary changes to keep network up to par and implement network hardware and software upgrades to client stakeholders

•Member of 18 deployment team specialists providing migration support to client’s dialysis facilities across Southeast and Mid-Atlantic states.

•Used tech skills to detect equipment and network malfunctions and informed supervisor or IT maintenance staff when necessary to escalate matter; performed “Sun-setting” of devices requiring no replacement

•Charged with providing superlative customer service with regards to OS questions and supporting application tasks (Microsoft Office Suite 2010, 2013, 365, PPT, eCube Clinical, Documentum/Captiva,)

•Network closet installation maintenance and upgrades engaging a working knowledge of TCP/IP, Ethernet, and Wireless technologies (rack-and-stack tasks, hardware inventory)

•Assessed the severity of (network) malfunctions and determined corrective action required to restore the system to operation

•Deployment of hardware kiosk systems, laptops and Samsung Galaxy tablets for client dialysis facilities

100% Heavy Travel CONUS

Clearbridge/End Clients – Starbucks, Marriot, (non) Standard Bistros 9/2014 – 11/2014

MICROS Systems Specialist – Columbia, MD

•Brought on at height of company acquisition (Oracle), so roles required me to cross-function as an EMC database programmer and an Implementation Specialist for clients’ Modular Integrated Cash Register Operating System.

•As programmer and database analyst: made necessary entries and edits to global EMC database to ensure datasets at Enterprise level so all information at clients’ properties was succinct and migrated successfully;

•As Implementation Specialist: charged with visiting clients onsite to provide end-user training and the implementation of product/application support: Restaurant (Orchestra) and Hotel/Hospitality (Opera and Simphony2.7), assist with 2015 Windows installs.

•Build and program POS systems (included setting up hardware and customizing MICROS software as per customers’ requirements)

Desktop Systems Support Analyst Coty, LLC – Sanford, NC 6/2013 - 3/2014

•Provided IT support for the 800+ staff and end-users of Manufacturing and Warehouse environments

•Served primarily as SME for RF infrastructure configuration, maintenance and product deployments

•Provided support for mobile users, software, printer drivers, and wireless devices

•Installation/Troubleshooting various types of printers and scan guns

•Utilized LanDesk as a remote service to support end-users and inventory/asset management tool

•Utilized VMWare as tool for server related changes

•Provided migration/upgrade support for Outlook 2010/2013, LAN imaging of HP desktops & (LENOVO) laptops

•Managed and maintained user accounts and network nodes via use of Active Directory and QuestLink

•Adding & deleting user accounts, password resets; apply enterprise-level security policies.

•Installed and supported software for handheld devices and setup/configure cadenza software for use with Lotus Notes 8.5 and Oracle Clients (OraClient 10g and SQL database management tasks and software apps)

•Provided synchronization & replication of client contacts, date book and other utilities of handheld devices

•Provided analytical support for the testing and implementation of new products, test prices and projected demands, made recommendations to maximize profitability (work with Six Sigma teams and warehouse production heads)

•Assisted with the maintenance of Active Directory and Exchange environment (Provisioning account and security access groups using Active Directory Reporting) VPN Windows troubleshooting

•Remote Desktop (LANDesk/DameWare, PCAnywhere, REMEDY, Tivoli(TSRM) to address customer issue calls and requests

•Troubleshoot and provided resolution of tickets entered into the Remedy (AR) ticketing system as well as escalate to appropriate group

•Assisted with the ERP migration implementation to SAP

Helpdesk Manager/Analyst UNC Medical School 9/2012 – 2/2013

Oversight of ticketing system assignments to 4 bench technicians (TrakIT and GOToAssist Remote desktop applications); Conducted performance reviews and evaluations and track performance plans when necessary; Maintained educational dept’s distance education calendar and broadcasts sessions and telecast issues; 100% Levels I & II phone support to clients with troubleshooting web-based, mainframe applications; Hardware/Software installations troubleshoot printer, network issues and assist users with their VPN connectivity;Directed System Authorization and access; email and database user authorization and maintenance

Field Support Engineer End Clients - (BB&T, McDonalds Corporate HQ) 8/2011 - 7/2012

Cross-functioned as POS installer, trainer, and programmer including break down and rebuilding of networks and retail systems.; Responsible for move, change, install, repair, and data communication equipment such as POS systems, phone systems, traffic monitoring systems, and cash registers; Provided leadership for team of 10-16 independent field support members; Submitted weekly time and schedule reports for team members to online travel and comp systems; Executive service delivery (IMAC, Break Fix, Deskside Support) according to Managed Client policy and Procedure Guide; Provided daily online report logs re: effective project documentation progress; Responsible for working with project manager to set and review overall quality of deliverables; Daily customer facing roles and interaction skills providing implementation and training for RETALIX POS software product; Entered [PERL] scripted commands into devices to test equipment; verify data transmission between locations according to specifications; responsible for viewing and completing work orders

IT Support /Systems Specialist Pomeroy IT Solutions /BB&T- CONUS 11/2010 to 6/2011

Fully travelling migration/PC deployment project for two banking clients. Assisted with the Lifecycle replacement of HW and SW; remove old PC equipment and install new PCs and SW/OS, data migration, physical decommissioning of serve3rs and all PC hard drives. Performed network punch downs, serial-port mapping, configurations and installs, attach systems to printers and network, load software when required,

inventory equipment and server rack installs, cable-pulling and install of switches on various campus locations/departments. Communicate network/hardware configuration changes, software updates and upgrades. Installed and configured Adobe Acrobat products, assisted with data migration of email from Microsoft Exchange to Lotus Notes and installed/supported McAfee Antivirus software. Rolled out Massive PC migration from Win XP to 7 for two banking clients within the duration of the project. Supported and configured network printers and scanners for the workstations. Provided remote systems specialist services for traveling and WFH staff; Assisted and trained bank platform and teller users on COTS applications used during conversion to assure network access and ensure proper drive mapping to correct servers. Supported more than 1000+ end users/50+ stateside locations. Extensive Global Travel (100% Road Warrior)

Education/Professional Affiliations/Certifications:

Academic Profile

Campbell University, Buies Creek, North Carolina, 2011-2014

Comp Information Sciences / IT Management (3.78 GPA)

Ashworth University, Norcross, GA, 1996-1999

Associates Diploma: Professional Paralegal Studies (4.0 GPA)

Professional Affiliations

FL Licensed Insur Agent Aug 2021

0215 - LIFE INCL VAR ANNUITY & HEALTH (W7772467)

HIPPA Cert Training, NSite Health/North American Learning Institute (NALI) (555292) July 2019

Member, Online Honor Society (Campbell University) 2015

Member, IEEE Technological Society 2012- PRESENT

Member, National Association of Professional Women (NAPW) 2011- PRESENT

Certified Field Associate, Market Force Information, Inc. 2009- 2015

Certified Technician, Field Solutions Technologies, LLC 2009- 2015

Ambassador, Cumberland County Visitors and Conventions Bureau 2009

Member, North Carolina Data Managers Association 2007/2008

TECHNICAL SKILLS

MS Word and MS Office Suite 2K3-2K19, Office 365), WordPerfect 5.X, 6.0 and 6.1, Email/unified messaging software, Legal CRM, POS retail/hospitality/pharma software: MICROS Simphony vers 1.6, 2.7 and 2.9, Opera and Aloha, Retalix, RX30; Business Software Solutions: SALESFORCE, SAP BW 3.x, Oracle’s OraClient 10g, LEXISNEXIS, WESTLAW; Accounting and HRIS: Peachtree, PeopleSoft 7.x and 8; Fieldglass, SAP HR; DELTEK; Workday

Publishing/Web Editing: Adobe Photoshop/Illustrator, Corel Draw, Harvard Graphics, and Quark, MS Web Expressions, Microsoft Pub, Frontpage 2k/ 2k3, Frontpage Express, Dreamweaver, (X)HTML, CSSSharepoint; Identity management authentication, Network access control, IBM AS/400 mainframe; capable of reading/coding BASIC, PASCAL, COBOL

Desktop PC: Microcomputers, laptops, Dell, HP/Compaq, IBM/Lenovo, Sony, Gateway/eMachine/Acer, etc, Thinclients

Operating systems: Win11, Win10, Win7, Win2k, WinXP, Novell and NT server installs; Novice VISTA and Android field exposure; AVG, McAfee and Symantec virus protection applications .NET modules: ActiveX, ASP.NET, Javascript, perl scripts, SQL Server, MySQL 5.0. Proficient at handling administrative support tasks, data input, retrieval, and analytic duties. Remote Support and Desktop Virtualization Technology: Managing CISCO AnyConnect and Mobility Client BOMGAR, BRIVO, DAMEWare, GOToAssist, TeamViewer, LOGMEIN/LogMeIn Rescue, PCAnyWhere, ConnectWise/ConnectWise Control, WIN RDC, VirtualBox, VMWARE, WIN VirtualPC, Hyper-V; HelpDesk Ticketing Mngt (Remedy, HEAT, Zendesk, ServiceNow)

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