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Manager Desktop Support

Atlanta, GA
December 27, 2019

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Experienced IT leader with top-notch implementation, technical and project management acumen. Highly organized, methodical and skilled at building consensus across high-performance teams. Well-versed in project planning and deployment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines. Competent Technology Leader well-versed in assisting users with diverse system and peripheral equipment problems.

Career History

2017- Current


MOSAIC Technologies Group

• Deliver classroom instruction in support of the TRADOC Army Learning Model (ALM), in a blended learning environment

• Developed curricula and course syllabi covering required learning areas and promoting student knowledge

• Provided students in-depth learning techniques and education experiences covering but not limited to: WIN-T overview of Network Architecture, Signal and Power flow through communications

nodes, OSI model, Switches and Router configurations, and Battlefield communications

• Decreased learning time by initiating innovative methods that appeal to various learning styles and ensuring complete student comprehension

• Create engaging, high-quality learning experiences that captivate students through e-learning design,storeyboards, job aids, videos, and other resources

• Revise and maintain existing course materials to ensure learning objectives, materials, and activities remain relevant and up to date.

• Maintain education and professional expertise through attendance at job-related seminars, conferences, and workshops


Unisys Desktop Support Analysis

MOSAIC Technologies Group

• Delivered customer technical support for hardware, systems, sub-systems and/or applications via telephone, email and live chat

• Managed escalated customer issues and determined critical steps to resolve tickets timely

• Remained up-to-date on latest technologies and solutions applicable to company products in order to provide best support to end-users

• Maximized use of hardware and software by training users and interpreting instructions

• Developed and fostered productive customer relationship through customer focus and best in class service

• Managed customer retention and satisfaction through feedback assessments completed via surveys

• Managed escalations of complex problems to the Remote Support Engineering staff or Field Engineering when appropriate

• Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team

• Engaged end users and answered questions via email, phone, website live chat and in forums

2015- 2017

Cyber Security Specialist, Vocational Rehab

Augusta Technical College, Augusta, GA

• Performed risk analysis to identify appropriate security countermeasures

• Engineered, maintained and repaired security systems and programmable logic controls

• Recommend improvements in security systems and procedures

• Monitored use of data files and regulated access to protect secure information

• Monitored computer virus reports to determine when to update virus protection systems

• Developed plans to safeguard computer files against modification, destruction or disclosure

• Encrypted data and erected firewalls to protect confidential information

• Delivered technical support and troubleshot defects ensuring optimal network use

• Conducted security audits to identify vulnerabilities

2011- 2015

Help Desk Manager

United States Army, Fort Shafter, HI

• Led support team as level-three manager of the Pacific Command Contingency Post of Fort Shaffer in Hawaii

• Oversaw daily performance help desk associates across 10 different countries deployed from Hawaii

• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks

• Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes

• Explained technical information in clear terms to non-technical individuals to promote better understanding

2010- 2011

Direct Signal Support Team Leader

United States Army

• Administered desktop computer support which included but was not limited to: diagnosis and resolution of any workstation operating system software, application software and/or hardware defects

• Delivered user instruction for any workstation operating system software or standard application software

• Configured standard workstation operating system software and authorized standard application software

• Diagnosed UNIX and Windows processing problems and applied solutions to increase company efficiency

• Provided continued maintenance and development of bug fixes and patch sets for existing web applications

• Collaborated cross-functionally with systems partners to finalize designs and confirm requirements

• Monitored network performance and provided network performance statistical reports for both real-time and historical measurements

Early Career

Internet Tech Support

WOW Cable Company, Augusta, GA


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