Emergency Dispatcher Desk Technician

Larry Dunlap

Norfolk, VA ***** • 757-***-**** • *******@*******.*** • LinkedIn URL

Computer Desk Technician Profile

Accomplished and highly dedicated professional with hands-on experience performing in-depth troubleshooting to diagnose issues of software, operating systems, database, user logins, and network/system access.

Proven capability to consistently produce quality work, maintain a high level of confidentiality and succeed in fast-paced environments, and manage multiple tasks without sacrificing quality.

Adept at communicating customer query, applying diagnostic techniques, completing problem-solving processes, managing customer accounts, and forwarding customer suggestions to appropriate teams.

Able to deliver exceptional service to users at all levels of the organization, ensuring consistent alignment with quality standards and service level agreements.

Demonstrated ability to provide support to end-users by phone and email, while taking phone calls, answering to customer inquiries, diagnosing technical issues, running tests, troubleshooting equipment, and updating systems.

•System Installation & Maintenance

•Database Lifecycle Management

•Technical Troubleshooting/Issue Resolution

•Radio System/Frequency Management

•System Security & Analysis

•Team Building & Leadership

•Systems Administration

•Relationship Building

•Computer Systems Administration

•Reporting & Documentation

•Continuous Process Improvement

•Operations Management

Career Experience

INSIGHT GLOBAL Norfolk, VA

Command Center Watch Stander/Perspecta 2019 to Present

Ensured the implementation and completion of all government-directed actions/tasks within time constraints. Communicated real-time information exchange of operational, critical situations, and disaster preparedness to operative customer. Assisted with and occasionally hosts business continuity restoration calls. Reported incidents to senior leadership by utilizing internal systems. Monitored the navy communications network for outages and heavy traffic. Conducted initial assessment to identify the main cause of events as well as assisted in the execution of appropriate processes and escalation outside OC when required.

Delivered support to site Operations and other external organizations by utilizing problem resolution skills and independent decision-making.

Identified and resolved any uneven alerts/events by conducting analysis and taking corrective actions.

Tier-2 Agent 2018 to 2019

Served as a subcontractor for Perspecta to provide support for a variety of computer systems administration and support tasks. Established, updated, and maintained user accounts as well as developed help desk tickets in the designated ticket tracking system. Provided an initial acknowledgement to the end-user validating receipt of the ticket to identify and resolve ticket issue. Resolved thoroughly document ticket with actions taken to fix and escalate ticket by applicable processes. Communicated with users to create account, resolve errors, and access/use IT systems.

Identified and communicated the solution of issues to the end-user, while obtaining customer sign-off before closing the ticket.

Updated and maintained standard operating procedures documents to adapt new system functionality and configuration changes.

Played an active role as a tier-2 help desk by receiving, troubleshooting, and routing tickets to analyze, log, and track issues and problem tickets.

DEPARTMENT OF DEFENSE Norfolk, VA

DNS Data Base Administrator 2016 to 2018

Performed computer systems analysis, specifications, development, implementation, and documentation in an efficient manner. Created, updated, and administered necessary databases to accurately monitor, maintain, and manage to report. Assisted in the configuration of E-mail for incoming ships by defining secure tunnels for communication.

Managed overall aspects of database administration by overseeing life-cycle management activities and system security certification.

Ensured the compliance with command and regulation for top-secret and sensitive compartmented information (TS/SCI), while formulating and managing report.

Allocated and registered IP address as well as developed and maintained domain name request and registers data in the DISA database.

Senior Emergency Dispatcher 2009 to 2016

Played a vital role as a primary communications point between the public, police, fire, and emergency medical entities at various locations. Maintained constant communications along with coordinated the actions and movement of all police patrol units, fixed posts, firefighters, emergency medical personnel, and supervisors.

Transmitted all radio messages to the police officers, firefighters, emergency medical personnel, command duty vehicles, and all other duty personnel aboard the installations.

Answered and transferred all emergency and non-emergency telephone calls as well as monitored closed-circuit televisions systems and alarms.

Additional experience as Spectrum Manager at U.S. Army, Norfolk, VA

Education & Credentials

Bachelor of Science in Information Technology, 2018

Strayer University, Chesapeake, Virginia

Associate Degree, Major in Electronic Technology & Minor in General Class's

Lyons Technical Institute, Philadelphia, PA

Coursework: Electrical Transmissions & Distributions, GIS

Professional Development:

Battlefield Spectrum Management - Fort Gordon Georgia U. S. Army

SPECTRUM XX1 Course - Joint Spectrum Center, Annapolis MD 21402-5064

20 Year Retired Army Veteran Active Secret Security Clearance

Security Plus Certified Completion, 2017

Technical Proficiencies:

Top Secret & Sensitive Compartmented Information (TS/SCI) Land Mobile Radio Systems UHF, VHF, & HF Circuits

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