Service Support

Kerry A.Tripp

**** *********** ***** ****: 404-***-****

Powder Springs, Georgia 30127 ******@*********.***

Work Experience

Prosysis / US Bankcorp Atlanta, Georgia

IT Service Desk Specialist (Contractor) 04/2019 to Present

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Write training manuals. Train computer users.

Managing leasing obligations, ensuring timely returns of equipment, and performing financial and equipment reconciliations in relation to the leases.

Working effectively as a member of a professional team.

Performing data analysis to identify data inaccuracies and initiates procedures to correct and prevent future occurrences.

Working with management in the development of enterprise wide IT asset management policies, standards and procedures.

Managing the administration of IT inventory, to include asset management related processes, workflow and validation tools.

Ensuring corporate and legal guidelines are followed for managing IT hardware and software assets.

Maintaining accurate records in an accounting system and/or inventory system.

Chenega Corporation (Centers for Disease Control and Prevention) Atlanta, Georgia

Senior Help Desk Technician (Contractor) 10/2018 to 04/2019

Continuously monitor’s help desk ticket activity for recurring patterns and opportunities for system correction and process automation. Respond to Level 2 help desk issues within two working days. Supervises (1) Help Desk Technician.

Communicate effectively on a daily basis with all levels of Distributed Systems Operations and Management (DSOM) and Office of Finance contractors and Federal personnel for the effective operation of the Centers for Disease Control and Prevention (CDC) for the United Financial Management System (UFMS).

Participate in global and site specific United Financial Management System (UFMS) requirements analysis meetings including but not limited change control board meetings.

Provide test support for global and site specific change requests. Participate in communications with Distributed Systems Operations and Management (DSOM) regarding issues, impact to Center for Disease Control and Prevention (CDC), resolution strategies and plans during times of unplanned outages of the United Financial Management System (UFMS).

Support Oracle Federal financials system users with helpdesk and troubleshooting issues.

Support User provisioning and User Provisioning Automation (UPA) process by creating UPA requests, modifying requests and working on various sub tasks like obtaining and providing responsibility approvals, providing training approval and obtaining and providing Segregation of duties conflict approvals.

Experis \ Koch Business Solutions Atlanta, Georgia PC Build Technician (Contractor) 05/2017 to 04/2018

Support and maintain in-house technology equipment and IT assets. This includes installing, configuring, diagnosing, repairing, and upgrading all software and hardware equipment while ensuring its optimal performance.

Also troubleshoot problem areas in a timely and accurate fashion by using Service Now ticketing application to manage user requests for PC’s and provide end user training and assistance where required.

Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, networking hardware products and McAfee antivirus software.

Worked with SCCM 2012 a Windows product that enables administrators to manage the deployment and security of devices and applications across the company.

Required to install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software, virtual private network (VPN) and networking software products.

Participated in the conversion from IBM computers to HP computers. Also the implementation from Windows 7 to Windows 10 throughout Koch Industries.

Chenega Corporation (Centers for Disease Control and Prevention) Atlanta, Georgia

IT Service Desk Specialist / Operations Analyst (Contractor) 09/2014 – 7/2016

Served as a Service Desk & Operations Analyst responsible for supporting the project to streamline and improve the current Information Technology system, as well as to improve user functionality within The Office of Public Health Preparedness and Response (OPHPR) within the CDC.

Worked effectively in team environments, workgroups, and/or on special assignments to address, resolve, and implement solutions for complex grants management issues.

Interpreted procurement regulations and contracting principles including the latest procedures and techniques.

Provided administrative and procedural support to the VISA Purchase Program.

Evaluated the need to modify contracts and agreements and makes recommendations for solving problems and improving effectiveness of agreements and contracts based upon technical knowledge and experience in extramural activities.

Delivered guidance and technical assistance to staff in the development and preparation of contracting program announcements and assistance requests.

Contributed to the development, enhancement, and improvement of administration and operations of the organizations internal/external systems, operating policies, planning, internal controls, and assessments reporting requirements to promote process and business deliver improvements.

Enabled external electronic data submittal of CDC Import Permit regulation OMB-approved forms and associated data by the regulated community via a single web-based secure portal.

Reduced manual, paper-burden processes by streamlining existing business processes and, where relevant, implement automated business rules and workflows.

Developed departmental dashboard for the Office of Public Health Preparedness on response at the CDC for their Helpdesk to ensure the department heads were able to attain pertinent information for their department.

Booz Allen Hamilton (Centers for Disease Control and Prevention) Atlanta, Georgia

Senior Helpdesk Consultant (Contractor) 01/2014 – 9/2014

Provided computer Service Desk support and technical training for CDC's Integrated Contracts Expert (ICE) and NIH's Information for Management, Planning, and Coordination, Version 2 (IMPAC II) systems. The systems used in processing grant and contract actions at Centers for Disease Control and Prevention.

Participated in the planning, development and implementation of extramural program and objectives in ICE and IMPACII.

Provided technical assistance to programs in the development of agreements, documents, and scopes of work through the PGO Helpdesk.

Participates in the formulation of procedures and materials used in reviewing contracts for conformity to laws, regulations, and policies.

Interpreted procurement regulations and contracting principles including the latest procedures and techniques.

Supplied support for all pre-award and post-award functions on assigned contracts, most characterized by their complexity and significant dollar amount.

Dell Systems (Centers for Disease Control and Prevention) Atlanta, Georgia

Computer Support III (Contractor) 01/2005 – 11/2013

Provided coverage as the service desk point of contact for the financial automated systems at the CDC. This included Integrated Contract Experts (ICE), Agency Budget Planning (e-IRIS), United Financial Management Systems (UFMS), Labor Distribution System (LDS), Integrated Resource Information System (IRIS), and Property Management Information System (PMIS) as point of contact and trainer.

Participated with developers by recommending alternatives to resolve difficult problems. This helped make the Management Information System Office helpdesk work more efficient. During my time on the helpdesk call resolutions were always in the top 95% for the MISO Help Desk Team.

Provided guidance and technical assistance to staff in the development and preparation of Extramural Program Announcements and assistance requests.

Participates in the formulation and review of standard operating policies and procedures.

Interpreted procurement regulations and contracting principles including the latest procedures and techniques.

Provided support for all pre-award and post-award functions on assigned contracts, most characterized by their complexity and significant dollar amount.

APAC Incorporated (Ashland Inc.) Alpharetta, Georgia

Project Accountant (Contractor) 03/2002 - 12/2004

Served as a representative on the APAC financial center implementation team with responsibilities for budgeting, procurement and purchasing modules, managing procurement, purchasing, payables processes, bank reconciliation and expense reports.

Developed accounting procedures and resolved technical problems in executing a computerized, integrated accounting system. Evaluated purchasing and payables data for the consolidation of vendors and vendor negotiation. Developed, documented, and implemented accounts payables policies, procedures and internal controls.

Participated in the formulation and review of standard operating policies and procedures.

Provided training during rollout stages as well as ongoing instructional support to users, on an as needed basis.

EDUCATION

Shorter College Rome, Georgia

Bachelor’s Degree, Business Administration 2005 - 2007

Lawson State College Birmingham, Alabama Majoring in Business 1981 - 1982

Morehouse College Atlanta, Georgia

Majoring in Finance /Accounting 1980 – 1981

1982 - 1984

PROFESSIONAL DEVELOPMENT

Villanova University Nashville, Tennessee

Information Technology Infrastructure Library (Training) 12/2015 – 01/2016

Center for Disease Control and Prevention Atlanta, Georgia

Attended the 2014 National Contract Management Association Atlanta 04/24/2014 – 06/24/2014

Certified Federal Contracts Management Conference (Certificate)

CORE COMPETENCIES

ITIL Infrastructure Library (Course training)

Active Directory

Service Level Agreements

Microsoft Office 365

PeopleSoft Financials

IT Implementations

Oracle Financials

HP Service Center & Service Analyst

Service Now

Call Center / Helpdesk Operations

Asset Management

End-User Support

Virtual Private Network (VPN)

Remote IT Support

Customer Service

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