Student Representative Desktop Support

BRIANA D. POTTS

**** ********* *****, **** ***

Waldorf, MD 20603

Cell 301-***-**** • ********@*****.***

Attention to Detail Customer Service Oral Communication Problem Solving Mobile Remote Access Customer Ticketing Support (Remedy, Serena and ServiceNow) Remote Desktop Connection Active Directory Analytical Wireless/VPN/Citrix Client Marketing Administration Business Operations and Management Technology Support Windows 10 Microsoft Office Suite AirWatch (Enterprise Mobility Management) System Administration Authentix (PIV Card Authentication) Customer Relationship Management (CRM) Joint Worldwide Intelligence Communications System( JWICs)

OnPoint (Department of State contractor) FEB 2020 - Present

Washington, DC Supervisor: Kevin Boyle

System Administrator (Level II) Phone: 202-***-****

$65,000 per year

Responsible for establishing Secured Video Teleconferences (SVTC) within the Executive Technical Division of the Department of State supporting 500+ users in the Political Military, Bureau of International Security and Nonproliferation, and Bureau of Arms Control, Verification and Compliance department(s)

Cross-training in network infrastructure support and preparing for CISCO and SONICWALL certification(s)

Manage customer and user requests via ServiceNow, Serena and Remedy

Initiated (spear-headed) and lead in-person training sessions independently, as a subject matter expert (SME) as it relates to Secure Video Teleconferencing (SVTC) and acclimate users to system functions and capabilities

Independently manage and distribute inventory of government equipment, inclusive of cellular phones, IPads and laptops (i.e. Iphone 7, androids, etc)

Responsible for mobile device refreshes and upgrades, in addition to Desktop support directly to executive offices and bureaus

Manage activities for mission critical systems and services such as Deployment Server and SecureDoc

Provide telecommunications support to secret-level SVTC conference calls for executive customers, inclusive of the Deputy Assistant Directors, Chiefs, and other diplomatic officials, which enable mission critical communications

Manage and configure DOS OpenNet and Classnet enclaves, in addition to the Joint Worldwide Intelligence Communications System (JWICs) top-secret network

Manage and replace Keyboard, Video and Mouse (KVM) switches, which enable customers to control multiple computers from a single keyboard, mouse and monitor

Assess internal customers IT needs and provide expert technical information to troubleshoot and resolve complex, non-routine or routine issues to exceed expectations in customer delivery of IT products and services

Collaborate with multiple IT departments to troubleshoot moderately complex hardware and/or software issues by identifying root cause of problems using multiple materials or sources and then applying sound judgement to make informed decisions and recommendations to resolve problem

Provide desktop support to all three (3) Bureaus consisting of 500+ users, which consists of

oensuring desktop computers interconnect seamlessly with various systems; sustain and fix issues on LAN/WAN, VoIP telephone, Biometric, Video systems and other computing equipment

Preserve passwords, data integrity and file system security for the computing environment

Identify IT related problems and resolve hardware and network connectivity issues

Launch VPN access for all remote users as appropriate

Update and preserve computer inventory and surplus equipment

Evaluate functional needs to project acquisition and purchasing requirements

Support testing and deployment of new applications and systems while analyzing future business requirements to determine risk and cost of implementing desired IT solutions

Manage IT inventory such as cellular phones, laptops and tablets for loan as needed

Gather technical information to deploy images to laptops and desktops and when issues arise, apply new developments to previously unresolved problems

Provide quality customer service and support, staying abreast of available products and services in commitment to providing quality products and services

Accomplishments:

-Independently spearhead and lead in-person training sessions for customers to gain understanding of the functionalities of the Secure Video Teleconference (SVTC) system to include how to dial-out via the Crestron and touch panel, and as such considered a subject matter expert (SME) in this and other areas of providing service to executive staff and diplomats

-Effectively manage executive-level customer requirements for all three (3) Department of State Bureaus independently due to reduction in team resources and staffing, in a fast-paced environment

SAIC (Department of State contractor) MAY 2017 – FEB 2020

Washington, DC Supervisor: Tammy Cromartie

Help Desk Support Phone: (202) 264 - 9504

$45,000 per year

Provided 24x7 Service Desk Tier-1 support to the Mobile Remote Access (MRA) team supporting 200+ Department of State customers for BlackBerry, Apple and Android devices and equipment in a fast-paced environment

Served as the first point-of-contact for customers seeking technical assistance, identified IT related problems using a variety of materials and sources, and resolved using problem solving techniques

Supported the trouble-shooting of government refurbished technology and equipment using the REMEDY ticketing system, gathered and applied technical information to determine accuracy and relevance to problems and used sound judgement and expertise to determine course of action for problem resolution.

Identified and resolved remote connectivity issues using multiple dashboards based on user interface

Developed and implemented new processes based on lessons learned for various IT solutions that resulted in organizational efficiencies that influenced program office

Developed draft procedures for continual improvement of the Operations Center, while also updating current standard operating procedures using thorough reviews and proofreading with meticulous attention to detail

Managed multiple, competing, high priority IT tasks/projects with varying deadlines while having dedicated focus to ensure tasks were complete, precise and accurate

Supported the implementation and integration of Airwatch software, which is an Enterprise Mobility Management tool, while analyzing defects for fixes

Organized training sessions for staff on the usage of new software/applications and hardware

Provided technical expertise and support for incoming customer queries and issues related to hardware and software products, while troubleshooting issues in accordance with established guidelines and policies

Collaborated with team members and communicated with customers effectively to determine root cause of IT product and service issues to resolve or determine alternative course of action

Assessed current and future business and IT needs of customer in goal to exceed customer expectations as a commitment to providing quality IT products and service

Communicated orally and through documented reports regarding status of pending and closed service requests for leadership consumption

Attended meetings and communicated technical information effectively based on audience and nature of sensitive or controversial information while making clear and convincing oral presentations, actively listening and being attentive to non-verbal body language and cues as appropriate

Accomplishments:

-Developed and implemented new processes based on lessons learned for various IT solutions, which resulted in organizational efficiencies that influenced program office

Prince William County Department of Economic Development AUG 2015 – DEC 2015 Gainesville, VA (2015 Summer - Winter Break)

Special Assistant - Marketing Supervisor: Debbie Eustace

$15per hour Phone: 703-***-****

Planned, coordinated and managed events for corporate display exhibition and skybox sponsorship for a premier national event: 2016 Quicken Loans National PGA TOUR, which drew over 100,000 attendees

Knowledge in Front Office management for local county government and strong familiarization with Customer Relationship Management (CRM) database entry and cloud computing – Salesforce

Developed and implemented social media marketing plans to elevate Search Engine Optimization

Created, designed and implemented Fashion shows for multiple Virginia State University sponsored venues

Assisted in the planning, design and execution of daily marketing communications

Identified and generated marketing collateral for appropriate social media channels

Created new Customer Relationship Management (CRM) profiles and corrected basic cloud computing functions

Organized and schedule meetings to ensure project deliverables and timelines were met for premier national event

Maintained clear communications and liaised with county government official and the general public at special marketing events

Revamped an outdated filing system for merchandise and marketing collateral

Accomplishments:

Planned, coordinated and managed events for corporate display exhibition and skybox sponsorship for a premier national event: 2016 Quicken Loans National PGA TOUR, which drew over 100,000 attendees

Cracker Barrel Restaurant SEPT 2012 – MAR 2017

Petersburg, Dumfries, VA; Waldorf, MD Supervisor: Dale Richmond

Waitress Phone: 804-***-****

$20,000 per year

Provide the highest level of customer services in a timely fashion, while representing the “brand” for the superior customer experience to foster and build customer relationships for repeat business.

Prepare high quality food and beverages to the customers’ satisfaction.

Calculated expenses for service provided to ensure the cash drawer was balanced as shift-end

Accomplishments:

-Provided the highest level of customer service and built relationships

AMF Bowling Center JAN 2012 - SEPT 2012

Dale City, VA Supervisor: On Duty

Event Hostess Phone: 703-***-****

$7.25 hour plus tips

Hosted special events such as birthdays, anniversaries, corporate gatherings.

Prepared food and beverages according to customer requests

Responsible for ensuring that serving areas were clean prior to and after event

Responded to client issues and provided excellent customer service for the ultimate service experience

Assisted co-workers with events as needed while demonstrating teamwork and collaboration

Accomplishments:

-Provided excellent customer service while building relationships

Microsoft Office; Photoshop, Salesforce CRM

MS Office Suite (Windows 10)

Deployment Server

SecureDoc

Secured Video Teleconferencing (SVTC)

Joint Worldwide Intelligence Community System (JWICs)

Key, Video and Monitor (KVM) switches

DOS OpenNet and Classnet enclaves and networks

Mobile and Desktop support (iPhone 7, Android, Laptops)

Technology Support (using ServiceNow, REMEDY, and Serena Service Support System)

Customer Service

Problem Solving and Troubleshooting Techniques

Attention to Detail

Oral and Written Communication

Marketing and Brand Management

Strong oral and written communication, organizational and presentation skills, leadership and teamwork skills

Outstanding Performance Award, OnPoint Performance Appraisal

Student Council Representative, C.D. Hylton High School, Manassas, VA (9th, 10th and 11th grades)

Student Representative, Television Production Specialty Program, C.D. Hylton High School, Manassas, VA (10th and 11th grades)

Virginia State University Honors Graduate (Cum Laude) 2016

Member, Delta Sigma Theta Sorority Incorporated

Member, Future Business Leaders of America (FBLA) 11th and 12th grades)

Member, Distributive Education Clubs of America (DECA) (11th and 12th grades)

OnPoint – Networking Essentials – April 2021

OnPoint – CyberSecurity – April 2021

SAIC – Troubleshooting Tools and Techniques; May – July 2017

Bachelors of Science Degree in Consumer Sciences (Marketing) and Textile Merchandising

Virginia State University, Petersburg, Virginia

G.P.A. 3.4 (Cum Laude)

Diploma, C.D. Hylton High School

Woodbridge, Virginia

Active Secret Security Clearance

REFERENCES AVAILABLE UPON REQUEST

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