Information Technology Help Desk
Resume:
LATHERIO KIDD
S U MMARY
Detail-oriented and results-driven IT professional with 5+ years of experience in information technology, data analytics, help desk, and cybersecurity. Expertise in SharePoint administration, hardware/software troubleshooting, project management, and an active secret clearance. Committed to driving excellence in IT operations and user support.
E X P E R I E N C E
RPA Developer
Insight Global Fort Belvoir, VA January 2024 - Current Software Developer
Code Fellows Seattle, WA October 2023 - Current Implemented robot configuration based on business requirements with the use of UiPath software suite.
Maintained documentation for RPA implementations including flowcharts and diagrams.
Implemented security, scalability, and reliability best practices during robotics projects
Collaborated in stakeholder meetings to identify opportunities for improving operational workflows.
Documented test results for every robot developed and ensured their accuracy before implementing them into the production environment. Managed post-deployment maintenance duties like debugging and troubleshooting errors.
Examined various opportunities for integrating RPA within a company's operations. Optimized robotic processes to enhance productivity and minimize expenses. Ensured compliance with organizational policies while developing RPA solutions. Designed, tested, and deployed robotic process automation applications. Conducted research on new technologies that can be used for improving robotic process automation solutions.
Identified opportunities for further automation by analyzing current processes or workflows.
Delivered high-quality code: to meet functional and technical specifications, ensuring the successful completion of projects.
Designed robust front-end and back-end solutions: adhering to principles of test-driven development to guarantee code reliability. Actively participated in code review meetings: offering valuable insights on bugs, inefficiencies, and proposing effective solutions to emergent issues. Modified existing software systems: to optimize performance and introduced innovative features to enhance functionality.
Developed user-friendly software interfaces: streamlining overall management and improving the end-user experience.
Constructed layouts: according to customer parameters using HTML5 and CSS3, maintaining compliance with industry standards.
Designed and implemented websites, portals, and large-scale web applications: for a diverse clientele.
S K I L L S
Programming Languages:
JavaScript
Front-End Technologies: HTML5,
CSS3
Test-Driven Development
Code Review
Requirements Gathering
Troubleshooting and Issue
Resolution
Project Coordination and
Management
DNS, DHCP, Active Directory, GPOs,
and DR Concepts
Cross-Domain Transfer
Microsoft Office
Troubleshooting
Windows-based Computer
Maintenance
Vendor Collaboration
Remedy Action Request System
Technical Support
Communications Equipment
Maintenance
Storage and Backup Management
Record Management
Safety Management
Area Surveillance
Emergency Response
Observation and Reporting
Preventive Maintenance
Perimeter Security
Protocol Adherence
Emergency Assistance
Custom Workflows
Web Parts
Application Audits and Analysis
Storage Management
System Design and Functional
Specifications
Document Control
C O N T A C T
****.********@*****.***
Greenbelt, MD 20770
Information Technology Specialist
OBXtek February 2023 - August 2023
Translated client requirements into detailed product stories: and actionable tasks, ensuring alignment with project objectives.
Conducted thorough troubleshooting, testing, and remediation of issues: before software deployment, ensuring a seamless user experience. Directed the design, writing, and production of page content: to fulfill project demands and exceed customer expectations.
Crafted and maintained websites: using various authoring or scripting languages, content creation tools, and digital media.
Spearheaded the creation and enhancement of visual designs: elevating websites in terms of aesthetics and usability.
Developed web models and prototypes: using physical, interface, logical, and data models.
Coordinated production: across stages from concept and design development through final testing and optimization.
Engaged in effective communication: with management and development teams to prioritize needs, resolve conflicts, and collaboratively develop solutions. AI-Based App Development:Leveraged AI-based tools to enhance learning and accelerate the development of applications.
HTML5 Semantic Structure:Defined the structure of web pages using semantic hierarchical structural conventions of HTML5, ensuring optimal accessibility and SEO.
CSS Page Layouts:Applied CSS and HTML to implement page layout styles, including grid, fluid, and responsive techniques. Styled content with precision, incorporating color, typography, and images for an enhanced user experience. Interactive Web Projects with JavaScript:Utilized JavaScript to create interactive web projects, enabling the storage and processing of user input. Implemented mechanisms to update and personalize content dynamically based on user interactions.
JavaScript Fundamentals and OOP:Wrote JavaScript code grounded in the fundamentals of Computer Science and the Object-Oriented Programming (OOP) paradigm. Demonstrated proficiency in basic data types, data structures, and algorithms. Ensured code efficiency, error-free execution, and adherence to commonly accepted standards and practices of syntax and style, as measured by the code's functionality and its ability to pass a code linter. Version Control with Git and GitHub:Applied industry-standard version control tools and workflows, including Git and GitHub. Wrote functional, properly styled code, and collaborated efficiently in professional environments. SharePoint Administration: Managed the SharePoint Portal server for secure document storage, version control, and collaborative workspaces, ensuring strict adherence to organizational standards.
User-Centric Site Enhancements: Customized site views, introduced version history tracking, and implemented user-friendly search functionalities to align with specific user needs, enhancing overall usability.
Training Facilitation: Conducted comprehensive SharePoint orientation training sessions for users, maintaining detailed training guides to support seamless onboarding and ongoing proficiency.
Requirement Tracking: Developed and managed a streamlined process for efficiently gathering and tracking new requirements and updates, including the effective management of trouble ticket processes.
Hardware & Software Expertise: Oversaw the maintenance and operation of Windows-based computers, managing critical ADP assets for the organization. Proficiently resolved hardware and software issues across a range of technology Document Conversion
Document Management Policies
Data Accuracy and Integrity
Release Planning and Execution
Configuration Management
Documentation
Release Tracking and
Communication
Process Improvement
Microsoft SharePoint Design
Installation and Deployment
SharePoint User Privileges
Intranet Development
Release Meetings
Release Policy Management
Content Management
SharePoint Administration
Hardware/Software Troubleshooting
Azure Fundamentals
CompTIA Security+
Training and Orientation
License Management
Vendor Collaboration
Data Migration
Database Management
Security Implementation
Data Accuracy and Integrity
Leadership
Strategic Planning
Ground Support for Special Air
Missions
Cargo Management
Associate of Arts
E D U C A T I O N A N D
T R A I N I N G
Bachelor of Applied Science - BASc
Computer Engineering
Colorado Technical University, Kidd
September 2022
Computer User Support Specialist
(CUSS) Program, Computer User
Support Specialist (CUSS) Program
ACI Learning
December 2021
Axelos – ITIL 4 Foundation Course
CompTIA A+ (1001 & 1002 CML) Course
CompTIA Security + 601 CML Course
CompTIA Network + 007 Course ACI
Learning Network Support Specialist
(NSS) Program
December 2021
Information Technology Generalist
GovCIO Alexandria, VA June 2022 - February 2023 platforms.
Compliance & Data Management: Maintained an up-to-date database encompassing the organization's computer automation equipment, ensuring strict compliance with both local policies and DoD regulations. Technical Training: Provided valuable expertise on hardware and software capabilities, user interfaces, error analysis, and data access routines through targeted and engaging training programs.
Equipment Setup: Successfully installed and configured new computer equipment, guaranteeing proper functionality and addressing hardware and software challenges promptly.
Vendor Collaboration: Collaborated effectively with vendors, facilitating the prompt resolution of technical issues, and ensuring smooth operations. Efficient Ticket Management: Utilized the Remedy Action Request System for efficient trouble ticket management and resolution, enhancing user support and issue tracking.
License Compliance: Managed and tracked licenses for non-enterprise software, ensuring full compliance with licensing agreements, reducing risks. Technical Support: Delivered expert technical support and guidance in the installation, operation, and maintenance of communication and automation equipment, enhancing overall system performance.
Voicemail & Equipment Management: Supported voicemail capabilities and efficiently addressed equipment access and reset issues, contributing to seamless operations.
Data Storage & Backup: Collaborated closely with network managers to maintain storage and backup capabilities for all GENM-O records and data, ensuring data integrity and availability.
Power Platform Management: Successfully managed Power Apps and Power BI environments, contributing to enhanced data-driven decision-making processes. User Account Management: Administered accounts, reset passwords, and configured access to servers and file management software for users. Utilized Active Directory for user account management.
Customer-Centric Support: Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Multi-Channel Technical Assistance: Assisted customers with various types of technical issues via email, live chat, and telephone using ticketing systems like Remedy and ServiceNow.
Disaster Recovery Planning: Developed robust systems and procedures for disaster recovery and data archiving, safeguarding critical information and ensuring data protection.
Desktop Support: Troubleshot daily IT desktop client issues, providing efficient support to multiple departments and various offices, minimizing downtime. Issue Resolution Communication: Maintained proactive communication with customers, keeping them informed about the progress of issue resolution and providing updated estimated times for resolution on an ongoing basis, enhancing customer satisfaction.
Software Troubleshooting: Conducted troubleshooting of post-release software faults, supporting live service and contributing to the design and installation of software patches to enhance system stability. Worked closely with systems analysts, engineers, and programmers to understand limitations, develop capabilities, and resolve software problems. Used collaborative tools like Git and Jira. Usability Enhancement: Integrated object-oriented design and development Sciences
Everest University, Orlando
January 2018
AAS
Computer Science
January 2014
CompTIA Network+ (007 CML)
CompTIA Security+ (601 CML) Cisco
Certified Network Associate (CCNA -
Part 1 & 2)
Community College of the Air Force
Associate of Science
AS, Air Transportation
C E R T I F I C A T I O N S
TestOut PC Pro Certification - TestOut
Corporation 6-2C6-FW77D
CompTIA Security+ ce Certification -
CompTIA Issued Apr 2022 - Expires Apr
2025
Preventing Discrimination &
Harassment: US Employees 2022 -
Traliant
ITAR & Export Controls 2021 - Traliant
Microsoft Certified: Azure
Fundamentals - Microsoft Certification
Number: I577-2897
Configuration/Build Release Manager
United States Census Bureau ACO 2976 December 2019 - July 2022 techniques into projects, focusing on enhancing usability and user experience. Process Optimization: Identified opportunities for process improvements, leading to a reduction in support calls and increased operational efficiency. Collaborative Problem-Solving: Collaborated closely with systems analysts, engineers, and programmers, gaining insights into limitations, developing capabilities, and resolving software-related challenges effectively. Software Patch Management: Ensured the timely update of software upon the release of vendor patches, mitigating vulnerabilities and enhancing system security.
Development Environment: Utilized integrated development environments (IDEs) to streamline software development processes.
Database Optimization: Analyzed database applications and made necessary adjustments to parameters and architecture, resulting in improved performance. Access Control: Specified user access levels for each database segment, safeguarding database integrity and sensitive company information. Data Security: Developed and implemented security initiatives to protect critical company data, ensuring confidentiality and compliance. Data Migration Expertise: Enhanced the data migration process by effectively extracting, cleansing, loading, and verifying information, contributing to accurate and reliable data transfer.
Release Planning and Execution: Orchestrated software releases using industry- standard applications such as Jira and Microsoft Project, meticulously managing schedules and resources for optimal service delivery. Product Component Building: Utilized tools like Git and SVN to manage version control, ensuring the precise configuration of product components for candidate build packages.
Documentation Management: Employed Microsoft Office Suite, including Word and Excel, to create and maintain comprehensive release documentation, ensuring transparency and compliance with Change Requests (CR). Release Information Tracking: Leveraged collaboration platforms like Slack and Microsoft Teams to facilitate real-time communication and the sharing of critical updates with stakeholders throughout the development and testing phases. Continuous Process Improvement: Analyzed data using applications like Excel to identify areas for process improvement, ensuring the reliability and efficiency of the Release Process.
SharePoint Environment Design: Designed SharePoint environments using SharePoint Designer and Microsoft Visio, tailoring them to accommodate software and hardware change requests, streamlining change management processes. Build Package Installation: Installed build packages using deployment tools like Jenkins and Docker, ensuring a seamless transition into dedicated workspaces for all release environments.
Configuration Management: Utilized Configuration Management tools such as Puppet and Ansible to record essential information about the release package into the Configuration Management Database (CMDB), guaranteeing the availability of required resources for deployment and back-out procedures. SharePoint User Privileges: Managed SharePoint user privileges using Active Directory, ensuring alignment with standard operating procedures and maintaining security and compliance.
Intranet Development: Spearheaded the creation of a companywide intranet solution for supporting contract clients based on SharePoint Server 2016, employing SharePoint Designer and Power Automate to integrate workflow for change request approval, SharePoint list creation, and data exporting. Release Meetings: Facilitated release meetings using video conferencing tools like Zoom and Microsoft Teams, fostering collaboration and alignment among stakeholders and ensuring effective communication of scheduled releases. Release Policy Communication: Effectively communicated Release Management policies and changes to relevant parties using email and collaborative platforms, including the Change Control Board (CCB), change owners, and change requesters, ensuring adherence and clarity.
Change Request Management: Utilized ticketing systems such as Jira and Remedy to manage Change Requests (CR), ensuring they were assigned to the appropriate project team member for efficient resolution. Content Management Leadership: Led content management and content governance practices through the use of workflow automation tools like SharePoint Designer and Microsoft Power Automate, enhancing information management and organizational efficiency.
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