Darian J. Young Sr

ad22hy@r.postjobfree.com

301-***-****

*** COMPUTER INFORMATION SYSTEMS ***

Work Authorization: U.S citizen w/ Top Secret SCI Clearance w/ C.I Poly

Education/ Training: B.S., Computer Information Systems (Minor in Management), Virginia State University, 2012

Innovative, dedicated, and solutions driven.

Highly customer focused with a commitment to surpassing expectations.

Quick aptitude for grasping new emerging technologies and being very organized and prepared.

Skilled with Risk Management and demonstrating the ability to communicate effectively and drive for results.

Exceptional Collaboration Skills and highly skilled with conflict resolution.

Languages: SQL, JavaScript, C++, Oracle, HTML

Software: MS Office Suite, Visio, Active Directory Users and Computers, Active Directory Administrative Center, Lotus Notes, Remedy, Share point, SCCM, Microsoft Teams, OneDrive, OneNote, Service Now, Service Central, Slack, One Note, Zoom, ZenDesk, Service Manager, JIRA, BOMGAR, Skype for Business, Teams, VMWare, MaaS 360, COTS, BigFix, Adobe Creative Cloud, Air Watch, PuTTY,

Operating System: Linux, Windows NT/95/98/2000/XP,Vista, 7,10 Mac OS, Android

Certifications: CompTIA Sec+ CE

Windows Operating Systems

Clearances: Active Top-Secret SCI with Counter Intelligence Polygraph

DARPA (INSIGHT GLOBAL) TIER 3 SENIOR IT SPECIALIST (VIP/ WHITE GLOVE SUPPORT) - NOVEMBER 2021- NOVEMBER 2023

Provided troubleshooting and technical support to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

Excellent customer service skills including verbal, interpersonal, and written communication.

Provided priority support for Senior Civilian, Military, and VIP users,

Documented incident status and resolutions within multiple ticketing systems (Remedy, Jira, and Service Now)

Advanced technical knowledge of computers, Operating Systems, and common windows applications

Extensive knowledge of the principles, methods, and techniques used in computer and network troubleshooting and support

Comprehensive knowledge of desktop operating systems, networks, and client-server applications

Maintained a first-class level of customer service ensuring that all customers are treated efficiently

and in an appropriate manner.

Maintained excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

Provided advance troubleshooting support and problem resolution of the entire virtualization infrastructure.

DEPARTMENT OF HOMELAND SECURITY (APEX SYSTEMS)- SENIOR IT SPECIALIST - MAY 2021- NOVEMBER 2021

Performed all levels of IT duties from routine installations and maintenance to IT tasks that are complex in nature under limited, general guidance.

Installed desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.

Detected, diagnosed, researched solutions, and resolved desktop and portable computer software and hardware failures.

Provided users with information, guidance, and instruction on use of desktop and portable computer hardware and software.

Analyzed and assessed customer service requests and provide prompt technical solutions.

Conducted IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.

Prepared progress / status reports and submit to team leads as required.

Used ticketing software for opening / updating / closing tickets in a timely and appropriate manner.

Identified and document areas for process improvements.

Contacted and effectively communicated with users by telephone, electronic communications, or in person.

Prepared equipment for reuse or surplus of property actions.

Provided technical support for customers assigned to remote locations as required.

Performed software and hardware upgrades and installations involving multiple computers, printers, and peripherals.

Coordinated the disassembly and reinstallation of IT equipment in support of office relocations and new buildings locations.

FEDERAL BUREAU OF INVESTIGATION (QUADRANT INC) – SERVICE DESK TEAM LEAD - FEBRUARY 2021- AUGUST 2021

Prepared accurate, clear, and timely reports

Managed the help desk call logging system and ensure it is fit for purpose

Oversaw maintenance and troubleshooting call out requirements

Took an overview of service desk calls, response times and customer satisfaction

Understood and assisted in compliance with software license requirements

Contributed to management meetings as required

Prioritized work and set expectations for all incidents and requests

Documented knowledge-based tech notes and articles

Analyzed and resolved reported issues (software, hardware and processes) using a logical and systematic approach

Documented all support incidents for data reporting purposes

Provided prompt and accurate feedback to customers

Assisted with additional projects and duties as required to support the growth of the IT department

Managed external support vendor and resources

Validated resource requirements and develop cost estimates

Identified and escalated issues as needed

Conducted meetings and prepare presentations to share ideas and findings

EXECUTIVE OFFICE OF THE PRESIDENT- WHITE HOUSE (CACI) - TECHNICAL SUPPORT III/ INCIDENT MANAGER – NOVEMBER 2019- AUGUST 2020

Responsible for collection of incident information through customer conversation, and self-service support tools.

Oversaw the incident management process and team members involved in resolving the incident

Responded to reported service incidents, identifying the cause, and initiating the incident management process.

Prioritized incidents according to their urgency and influence on the business.

Produced documents that outline incident protocols such as how to handle cyber security threats or how to correct server failures

Collaborated with the incident management team to ensure all protocols were diligently followed.

Logged all incidents and their resolutions to identify recurring malfunctions.

Communicated with upper management when major issues were discovered in the IT system

Managed the incident team members by re-assigning workloads and re-scheduling non-urgent tasks

Tracked incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.

Conducted initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

Engaged other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.

Documented resolutions and updates self-help and staff knowledge bases. Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.

Responsible for developing technical solutions that may require collaboration with internal expertise and deep analysis of the technical system.

Created and reset new/temporary PIV

In process/Out process for new hires for iPhone and laptop activation

Maintained excellent verbal communication skills with the ability to communicate effectively with technical and non-technical users at all levels in the organization.

Installed and troubleshoot cloud-based productivity suites such as Google Office Apps for Business, Microsoft Office 365.

Investigated, resolved, documented, and reported the causes and corrected actions in the Incident

Management System for all incidents and requests. (Service Now)

Performed technical, operational, and training support to users of personal computers either by telephone, remotely or on-site for PC desktop hardware and software packages.

Mobile Device Configuration (Air watch)

Performed Coding using scripting languages on PowerShell and CMD

Provided initial troubleshooting of problems including root cause analysis for desktop, laptop and printers (local/network).

Installed, configured, and supported Microsoft Windows 10 or higher operating systems on laptops and desktop computers in a client or server environment

Responsible for running small technical teams to include providing guidance, coaching and training to other employees within the job area.

ENVIRONMENTAL PROTECTION AGENCY(SAIC) – SERVICE DESK TEAM LEAD/ INCIDENT MANAGER JULY 2017 – NOVEMBER 2019

Maintained daily performance of computer systems.

Provided hands-on end user support while overseeing and motivated a team of 36 help desk specialists to complete day to day operations

Lead meetings and provided detailed minutes regarding various aspects of new or existing systems, serving as an expert user.

Ensured all techs followed the procedures for imaging equipment, de provisions, and all IT related issues.

Arranged training sessions, workshops and conferences as either a presenter.

Ensured that problems are escalated appropriately until a resolution is reached.

Investigated, resolved, documented, and reported the causes and corrected actions in the Incident Management System for all incidents. (Remedy)

Provided first level contact and conveyed resolutions to customer issues.

Ensured that Remedy tickets are resolved and completed to the client’s satisfaction System Administration, Active Directory Account creation, Password resets, Group policies.

Maintained a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

NTT DATA – SENIOR DESKTOP SUPPORT SPECIALIST/ INCIDENT MANAGER AUGUST 2013 – JULY 2017

Managed and coordinated urgent and complicated support issues.

Acted as the escalation point for all requests and incidents.

Developed and matured phone/ticket escalation processes to ensure free flowing escalation and information within the organization.

Determined root cause of issues and communicated appropriately to internal and external customers. (25%)

Provided first level contact and convey resolutions to customer issues

Properly escalated unresolved queries to the next level of support

Tracked, routed and redirected problems to correct resources

Updated customer data and produce activity reports

Followed up with customers, provided feedback and worked problems through to resolution

Utilized excellent customer service skills and exceeded customers’ expectations

Ensured proper recording, documentation and closure

Recommended procedure modifications or improvements

Managed the Call Center queue, and properly handled pending issues.

DOCTORS COMMUNITY HOSPITAL – TECHNICAL SUPPORT SPECIALIST JULY 2012 - APRIL 2015

Responded to inquiries either in person or over the phone.

Trained computer users.

Maintained daily performance of computer systems.

Followed up with customers to ensure the issue has been resolved.

Act as the escalation point for all requests and incidents.

Responded to email messages for customers seeking help.

Installed, modified, and repaired computer hardware and software.

Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Ran reports to determine malfunctions that continue to occur.

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