Help Desk Information Technology

Tyrone D. Lewis

Silver Spring, Maryland ***** 240-***-**** ad5dro@r.postjobfree.com

www.Linkedin.com/in/TyroneDLewis

Public Trust

IT SYSTEM ADMINISTRATOR/NETWORK ADMINISTRATOR

Knowledgeable Highly Organized Service-Oriented

Qualifications Summary

Highly skilled IT professional with over 20 years of experience in multi-platform IT help desk support

and administration. Proven ability to excel in fast-paced environments, providing exceptional technical

support and resolving complex issues efficiently. Adept at building rapport and communicating

effectively with a diverse range of users. Strong organizational and project management skills ensure

timely and accurate completion of tasks. Capabilities include:

Software Installation and Support

Help Desk Administration

Microsoft Office Suite Assistance

IT Project Management

Acquisition Tracking Systems

Software Engineering Support

Hexagon’s Xalt Solutions

Icad system

Hardware Support

Network Engineering Support

Cherwell ticketing system

Professional Experience

Systems Analysis and Programmer II, Verizon, E-Team Inc.

06/2023 – 05/2024

Responsible for Supporting Verizon’s Business to Business (B2B) customer-facing portal.

The B2B portal team drives the customer experience and design strategy for My Business, the e-commerce and account management platform used by Verizon’s largest customers.

Responsible for the triage of tickets through Verizon’s portal, submit tickets or educate customers when needed, and track all created tickets to resolution. Also, perform as the liaison to escalated issues. Making sure the right people are involved in working on each escalation so it can be resolved as quick as possible.

Personal Computer Support Technician, National Air and Space Administration, SaiTech 01/2023 – 04/2023

Responsible for Asset Management, imaging new PC’s for deployment, cleaning old PC’s for storage or to be reassigned for outgoing use. Responsible for adding additional software as instructed for deployment. Removed hard drives and memory from older PC’s for proper disposal. Also responsible for troubleshooting, maintenance, installation and repairs of computer hardware and diagnoses software issues. I provided technical assistance and support to all employees using a PC for work. The main areas of focus was to upgrade PC’s removing viruses, ensuring network safety.

Field Service Technician, National Archives and Records Administration, Koniag

06/2022 – 11/2022

As a Field Service Technician, I was responsible for diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Also providing technical assistance and solutions to customers as well as other IT staff or contractors. Collecting specific and detailed information from reference sources and software utilities.

IT Service Desk Technician, General Service Administration, Intellibridge 03/2021 – 05/2022

As a Service Desk representative, I was responsible for processing technical customer tickets and providing information about the customer's hardware asset record. Responsibilities also include keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the Service Now tool. Also using xalt and icad monitoring systems to make the appropriate changes to the customer's hardware asset record to resolve customers' problems. Refer unresolved customer grievances to designated departments for further investigation. Provide the customer with direction, if the scope of the grievance cannot be resolved by IT Asset Management. Answer and process incoming technical customer tickets related to IT asset management positively and professionally. Assist customers’ inquiries to resolution, ensuring customer satisfaction. Raising any uncommon grievances or issues to management immediately.

Desktop Support Technician, National Archives and Records Administration, ASM Research 01/2020 – 06/2020

Using Service Now (SNOW) responsibilities are to analyze problems and provide technical assistance, support, and advice to end-users for hardware, software, and systems. Studies and resolves computer software and hardware problems of users. Acts as a contact for users having problems using computer software, hardware, and operating systems. Determines whether the problem is caused by hardware, software, or a system. Answers questions, applying knowledge of computer software, hardware, systems, and procedures. Installs and performs moderately complex repairs for issues in which only general guidance exists and for which the specialist will have to customize a solution based on knowledge, experience, and research. Maintains records of daily data communication transactions, problems and remedial actions taken, or installation activities and ensures timely resolution of issues. Provides support to end-users on a variety of moderately complex issues. Respond to telephone calls, emails, and personnel requests for technical support.

Service Desk Analysts, National Archives and Records Administration, Attain 02/2016 – 12/2019

Responsibilities were to provide full lifecycle IT support services, including basic incident resolution and requests reported to the service desk; engineering; and operations. Responsibilities also include initial assessment, triage, research, and escalation/resolution of basic incidents and requests regarding the use of application software products and/or infrastructure components. As a Service Desk Analyst, I was responsible for collecting information through a customer conversation via phone/email/chat, accessing support tools, knowledgebase articles, and additional support staff if needed. Also, my responsibilities included was to provide the highest level of customer service during the entire customer interaction and working to resolve incidents promptly. Provide configuration and software update support for Apple and Android mobile phones.

Helpdesk Analyst, Quality Software Services Inc. 11/2015 - 1/2016

Served as second-level support for an EIDM project, answering phone or email support requests. Performed troubleshooting and analysis according to established procedures/scripts maintained in a knowledge database. Routed/referred trouble tickets to other help desks or CMS resources and provided status updates to clients. Attended various meetings with business owners, developers, and programmers regarding pertinent issues affecting clients. Performed extensive research into client issues resulting in clear and concise resolutions. Developed, reviewed, and updated process and reference documentation on an ongoing basis and adhered to all appropriate CMMI standards that affected the position.

Helpdesk Analyst, University of Maryland Medical Systems 12/2014-06/2015

Served as a Helpdesk Analyst I provided customer service support, interacting with staff with the highest priority responding to and resolving or escalating requests. Provided a timely response to advanced service requests and first-level problem analysis and problem resolution for advanced issues.

Using Cherwell and Magic SDE Helpdesk Call Tracking applications to log all service and update requests accurately and well-detailed while collecting data from customers to aid in problem determination/resolution of the request. Also provided advanced troubleshooting and assisting customers with account management and systems issues including Novell, AD, PC/Laptop/Mobile, printer, software, hardware, network connectivity, and database problems over the phone or remote support.

Fiber Customer Support Analyst, Verizon 06/2014-12/2014

As an FSC Analyst, I served as the initial point of contact for the provisioning and/or maintenance of customer inquiries concerning their fiber-based voice, data, and/or video services. Answer incoming calls from customers with order inquiries, and/or trouble reports. Perform analysis and isolation of trouble conditions. Provide trouble resolution and closeout when possible. Dispatching trouble reports and service orders to appropriate outside installation and repair forces and receiving closeout information from those groups. Negotiating dates, times, and access arrangements associated with resolving customer service order fallout and trouble reports.

SAP E-Recruiting Helpdesk Analyst, Amtrak 02/2011-10/2012

Assisted external job applicants and employees with account set-up instructions, changing their browser settings, navigating through the online application process, resting passwords, and creating job accounts, including e-mail accounts.

Senior Remedy Administrator, U.S. Coast Guard/TekSystems-GDIT 12/2008-11/2010

Served as senior Remedy administrator for Telecommunications and Information Systems Command in the SIPRNET Management Office of the U.S. Coast Guard. Researched and evaluated new products. Tested, installed, configured, and upgraded software and equipment. Performed data cleanup, maintenance tasks, workflow change, and user account setup. Conducted system failover, backup, and recovery using BackupEx. Created standard operating procedures for new the Remedy upgrade to version 6.3 on an Oracle database. Additional duties included Microsoft patch management, server grooming, and updating SIPRNET standard operating procedures.

Project Manager, Army Research Laboratories/Reliatrust Technologies 05/2008-10/2008

Served as project manager for the Corporate Information Operations Center responsible for monitoring classified and unclassified critical systems in a 24/7 environment. Scheduled coverage among 12 network analysts, ensuring proper standard operating procedures were followed in case of an outage. Ran hourly server checks to ensure communications between sites and reported to the proper team during outages. Performed maintenance and analytical duties for equipment. Handled after-hours calls for assistance. Provided weekly status reports on all current projects and a monthly report for the overall project. Serve as liaison between government contractors and network analysts.

Systems Administrator, Information Management Systems/Pivotal Insight 05/2007-04/2008

Participated in the installation of the Remedy 7.0 application for the U.S.-Cert Help Desk to reduce the time of resolution and increase user-friendliness. Enabled a web-based solution for remote users. Assisted in the design and implementation of a custom change management solution to streamline the change process. Maintained data integrity and assisted in the migration and configuration of user access controls. Helped maintain a production, development, and testing environment and served as subject matter expert for Remedy training.

Education and Training

University of the District of Colombia, Associates Degree

BMC Web-Based Training for Accounts Receivable Systems

Citrix MetaFrame Presentation Server 3.0; Features update from MetaFrame XP

CAT II Systems Administration

CAT Fundamental

IBM Share Conference

NTTF VAX Fundamentals

UNIX Fundamentals, GSFC Training Facility

UNIX Overview, GSFC Training Facility

Computer Skills

Microsoft Office Suite (Word, PowerPoint, Outlook, Excel) WordPerfect Windows CISCO VoIP Oracle SAP IBM AS/400 SNOW Twilio Flex IBM BigFix IBM MaaS360

Unimax Cisco Jabber Cisco AnyConnect Trello

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