Customer Service It Support

STEPHEN LOVE

Address: Laurel, Maryland ***** Phone: 202-***-**** Linkedin: https://www.linkedin.com/in/steve43

SUMMARY:

Experience in informaƟon systems support, customer service, database troubleshooting, network operaƟons, network monitoring, account support, configuration support, and Desktop Support, including Microsoft Word, Microsoft Excel, Microsoft Teams, and Windows 7/8/10/11.

EXPERIENCE:

ApplicaƟon Support Analyst GENERAL DYNAMICS INFORMATION TECHNOLOGY (GDIT) Nov 2022 - Jul 2023 Provided Tier 2 customer support to research and resolve items escalated from Tier 1 support staƯ. Documented incidents successfully in ServiceNow, and in Jira. Provided security administration, including the setup, modification and removal of user login accounts. Supported the implementation team with roll out of applications. Supported test events, test scenarios, test environments, test data development, test scripts, use case development and after-action reviews. Developed and provided training products

(including job aids, electronic learning modules, procedure guides) to support technical and functional training.

Systems Analyst CHAKRABARTI MANAGEMENT CONSULTANCY, INC. (CMCI) Mar 2016 - Jan 2022 Managed and supported the FDA ACE/ITDS (Automated Commercial Environment/ International Trade Data System) database system. Provided technical support and VIP support to customers throughout North America. Documented incidents successfully in ServiceNow. Used SQL and TOAD (Tools for Oracle Application Development) to support FDA. Supported customers in finding the proper product classifications for all FDA commodities.

System Analyst QUALITY SOFTWARE SERVICES, INC. (QSSI) Jan 2014 - Dec 2014 Provided Application Administration, for technical assistance, accounts, and configuration support. Documented incidents successfully in Remedy. Provided Enterprise Network Monitoring of network events and performance with Splunk. Provided technical support and VIP support to customers throughout North America. Translated application and system monitoring requirements, to back-end tool configurations.

System Analyst Unisys - Federal Deposit Insurance Corp (FDIC) Oct 2004 - July 2013 Supported VPN, Citrix, and Juniper, for access and authentication in Windows Active Directory, Mainframe, NT, SQL, Oracle databases, and Pointsec. Monitored network events and performance with Netcool, Appboard, Opsware and Solarwinds. Documented incidents successfully in Remedy. Provided technical support, troubleshooting and problem resolution for server outages, circuit outages, via telephone, or remote desktop connections, with in-person VIP support.

EDUCATION:

Bachelor of Science, Psychology and Management Evangel University Associate of Arts and Sciences, Psychology and German Prince George's Community College

CERTIFICATIONS:

Microsoft Certified Professional

CompTIA Security+

TRAINING:

IntroducƟon to Cybersecurity. Python. PowerShell. SQL EssenƟal Training. Learning Outlook Desktop (Office 365/MS 365). Visual Studio EssenƟal Training. ServiceNow. Programming FoundaƟons: APIs and Web Services. HTML EssenƟal Training. Learning REST APIs. Web Development: Full Stack and Front End. Virtual Machine Support. Learning the AWS Management Console. Programming FoundaƟons: Fundamentals.

Contact this candidate