Technical Support Full-Stack

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KELVIN M. MICKENS

Java Full-Stack Programmer

904-***-**** *********@*****.***

WORK PROFILE

Navy Veteran that transitioned into Technical Support then Full-Stack Development. Hardworking, knowledgeable, and dedicated employee. Fit for any work environment and welcomes all challenges. KEY EXPERTISE

• Network Systems

• Computer Hardware

• Java

• JavaScript

• React

• SQL

• Git

• Chat Technical Support

• Expert Knowledge of MS Word,

• Excel, PowerPoint, &

SharePoint

• VMWare Support

• Salesforce Support

• Spring Boot

• MS Outlook Support

• Payroll Management

WORK EXPERIENCE & TRAINING

SkillStorm

Full-Stack Java

14 Weeks 2023

Bank of America

Technical Support

October 2020- November 2022

KEY ROLES

-Servicing Customer’s VPN/Access Issues

-Troubleshooting issues with Customer Accounts (WebEx, SharePoint, Internet, Shared Drive)

-Remote connection/Remote Desktop restoration (VMware/Citrix)

-Corp Phone and Token Administration

-Providing over the phone support and walk-thru problem resolution with customers

-Technical support for customers over the phone

-Draft, submitting, and working troubleshooting tickets

-Chat tech support specialist

Citibank

Call Center Representative/Sales

From October 2018-April 2020

United States Navy (Active Duty)

Administrative Manager

From December 2008 To February 2018

SKILLS/Training

A. Java Developer - Inventory Management Full Stack Application Worked as a member of a team to complete a full stack inventory management application. The app provides a company the ability to create, read, update, and delete items from the system and have the items stored in a database. The app covers edge cases through input validation, boundary checking, and unit testing. The app itself was built using Java Spring Boot, React, and MySQL.

• Developed a full stack CRUD application using Spring Boot and React

• Followed proper REST principles when designing the API endpoints

• Coordinated with teammates to complete project deliverables

• Displayed dynamic data from a database using Axios

• Saved data using MySQL and Spring Data JPA

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B. Personal Portfolio Website

Worked individually to complete a personal portfolio website using HTMLS, CSS. The site features information about my personal and professional background. To stay organized, I leveraged the version control software of GitHub.

• Structured web page using HTMLS

• Designed using CSS3 and modem flex boxes

• Maintained project using Git

• Implemented responsive design through Bootstrap 5 C. Technical Support

● Experienced and knowledgeable information technology professional with 3+ years’ experience.

● Perform diagnostics and troubleshooting of multiple issues, document help desk tickets/resolutions, and maintain equipment inventory lists.

D. Customer Service

● As call center rep, serviced over 600 calls a month

● 95-110% Ticket to Call, 98% First Call Resolution

● Provided immediate support and troubleshooting assistance across various platforms.

● D. Training Coordinator

● As Training Coordinator, facilitated the training for over 200 personnel to ensure all annual training was completed with 100% completion.

● Managed the completion of training to include: scheduling, venue, facilitators, attendance, and electronic tracking of all training required.

E. HR Management

● Served as the Indoctrination Coordinator, onboarding program for over 600 personnel coming in and out, ensuring personnel were properly trained prior to starting jobs and administrative paper work was completed.

● As HR Manager, ensured all hires had the skills required to perform assigned jobs and were in the appropriate billet. Certifications & Training

● ITIL 4 ● Computer Operations (2000 HR Certification)

● Customer Service (US Navy) ● Correspondence (US Navy)

● Security Manager (US Navy) ● Administrative Manager (US Navy) EDUCATION

● WGU – (2024 in progress) Bachelors in Software Engineering AWARDS

● Employee of the month Bank of America (5 times)

● 4 Navy and Marine Corps Achievement Medals

● 5 Navy Sailor of the Quarter Awards

● 5 Flag Letters of Commendation

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