Service Manager Customer

Matthew Glover

***** ****** ****, *****, ******** 20716

********@*****.*** - 301-***-****

SUMMARY

Exemplary leadership skills, extensive managerial, administrative, information systems experience (software/hardware), seasoned, professional, action-oriented with exceptional team spirit, offering over 20 years expertise supporting the non-profit & private sector, as well as, Federal Government agencies. Cleared Secret.

PROFESSIONAL EXPERIENCE:

Leidos, Inc., 1750 Presidents St., Reston, Va.

Social Security Administration (SSA), 2/2022 - Present

Application System Admin.

Resolve most complex Tier tickets for specific SSA applications.

Front-end problem resolution and escalation response(s), for telephone and email response.

Provides expertise for the resolution of technical problems, troubleshoots products and

modify products to customer and entity requirements.

Ability to quickly analyze data and perform necessary actions to resolve issues per SLA.

Ability to communicate effectively with other technical staff and external clients.

Advise & perform system administration guidance and duties, for operational staff & members.

Manipulate and troubleshoot complex applications for clients.

Extensive use of Microsoft Windows applications, Windows Server and COST.

Highly developed customer service skills with Service Manager.

Document all inquiry activities in the appropriate reporting system & provide responses to inquiries in

writing & follow up on necessary escalated inquiries.

CRI, 8280 Greensboro Dr., McLean, Va.

Department of State, DS 11/2020 – 1/2022

Sr. Application Support Engineer II

Resolve most complex Tier 2 tickets for specific Department of State applications

Perform problem resolution with users for front-end/back-end and e-mail response.

Provides advanced technical advice and guidance on installation, adaptation,

configuration or enhancement of hardware and software

Possesses a wide range of skills with MS Windows and knowledge in computer hardware and

software as well as networking systems in use at customer sites.

Provides expertise for the resolution of technical problems, troubleshoots products and

modify products to customer requirements

Ability to quickly analyze data and perform necessary actions to resolve issues including, server restarts

Ability to research and resolve highly technical and user related issues

Ability to communicate effectively with other technical staff located around the globe

Demonstrable skills in the SPARTA environment

Some travel for system and visual support.

Northop Grumman Systems Corp., 2980 Fairfax Park Dr., Fall Church, Va.

Department of State, CA 1/2017 – 11/2020, Third Shift (11pm – 7am)

Sr. Application Support Engineer II

Resolve most complex Tier 2 tickets for specific Department of State applications

Perform problem resolution on the telephone with users or via E-mail with Remedy

Walks the user through a series of steps to determine problem and classify level, priority

and nature of the most complex problems and systems

Provides advanced technical advice and guidance on installation, adaptation,

configuration or enhancement of hardware and software

Possesses a wide range of skills and knowledge in computer hardware and

software as well as networking systems in use at customer sites

Provides expertise for the resolution of technical problems, troubleshoots products and

modifies products to customer requirements, using MS Windows.

Ability to quickly analyze data and perform necessary actions to resolve issues including

scripting, server restarts

Highly developed customer service skills

Ability to research and resolve highly technical and user related issues

Ability to communicate effectively with other technical staff located around the globe

Demonstrable skills in SQL and TOAD in an Oracle environment

Employer Flexible, 7102 N. Sam Houston Pkwy West, Ste. 200, Houston, Tx.

Department of Treasury, IRS 4/2017 – 4/2020

Sr. Software Engineer Support (Tier 2/3)

Level 2/3 Support for Windows & OPP 365 Migration and enhancement initiative for the IRS.

Perform Windows 10 & MS Office 2016/ OPP 365 support for Executive level and Capstone officials.

Install and configure, set up users and troubleshoot Windows Server & MS Office for further enhancements.

Troubleshoot and resolve issues with MS Skype, Faxcom, Cisco ViewMail, Registry, etc., for all levels within the IRS user/client community.

Assist customers within the IRS user community with the Windows & Windows Server OS.

Support Level 1 service team with problem resolution.

Train new team members and assist existing team members with trouble shooting, problem

Management, and resolution for ongoing team issues.

Document each service issue for future enhancements, within HP Service Manager (IRS KISAM).

One on one client training to equip them with the tools for self-resolution in future issues.

Extensive use with HP Service management, as well as, other necessary utilities and applications.

Troubleshoot issues and assist users/clients with PST injection issues, for a smooth transition.

Scan and repair corrupted PST’s with OPP 365 PST process.

Create new profiles within Windows 10 & MS Outlook, as required.

Repair, configure, and implement necessary attributes within Windows 10 & OPP 365 for users/clients, as directed.

Push, install, configure, & activate necessary applications within Windows 10 & OPP 365 for customer use.

Isolate & resolve issues for customers using Windows 10 & MS Office 2016/OPP365 applications within SharePoint via Internet & MS EDGE.

Extensive use of multiple applications with the IRS network and application library, to problem solve.

Work closely with other Tier 2 & Tier 3 teams for resolution of complex issues.

TeAM, Inc., 8280 Willow Oaks Corp Dr., #620, Fairfax, Va.

Department of Defense, DHA 11/2014 – 3/2017

Sr. System Application Analyst/System Engineer

Technical support specialist, training & managing Tier 1, 2; as well as, act as team lead in a help desk/NOC

infrastructure, for various teams/projects, within a cross-functional computer operational environment.

Manage, maintain, & monitor a solid storage (onsite/offsite), backup & recovery process environment.

Advise & perform system administration guidance and duties, for operational staff & members.

Install/configure/update operation system & software components & compliancy (3rd. party COTS).

Deploy, develop & maintain VMWare desktops, applications, & thinapp’s, within a cloud environment.

Create, modify, & maintain Active Dir. accounts; Use PowerShell, Perl scripts, Python, RSA archer, etc.

System support of multiple software applications & tools (Virtual, Desktops, Laptops, etc.), in an TI

Theater environment; includes: Remedy, Service Manager, Cloud Service Automation, Service Auto.,

Archer, Exec. Scorecard, vSphere & Horizon View, etc. & coordinate high-level special projects.

Experience maintaining & troubleshooting Windows, Oracle, and RHEL Linux in DoD/VA environment.

Extensive technical support, analyzing, problem solving throughout the client/user community.

Excellent written/oral communication skills & exceptional interaction with clients (email/phone support).

Strong knowledge of MS Windows Servers; as well as, MS office & MS Outlook.

Develop, implement & maintain system operational procedures & policy/procedure documentation (SOP).

Experience & working knowledge with networks, controllers, & routing, & VPN in a team environment.

Assist with development of Appl. (applications) for Galaxy android.

Help clients manipulate Blackberries & Android thru updates/upgrade/patches.

TECHNICAL SKILLS:

Programming Languages: Basic & Visual Basic, SQL, Pascal, Cobol, Fortran; Linux, Unix, VMS, etc.

OS/Platform: MS Windows & Servers, Linux Red Hat, ESXi, Mac OS X, HP-UX, OpenVAX-VMS/AIX, UNIX.

Databases: Oracle, MS SQL & Access; Manipulate, modify & enhance scripts & tables.

Software & Web Dev. Appl.: VMWare (Horizon View, vSphere, etc.), Cloud Service Automation (CSA), Multiple Web Services, HP Service Manager, Asset Manager, HP Server Automation, Active Directory, CommVault, MS Office (word, excel, access, power-point, outlook, share-point), Windows environment, JavaScript, Python, BMC Remedy, Edge Server, Citrix, Five9, VM Box, CS6 & other Adobe products, Dream weaver, CSS, HTML, Crystal Report, Active Dir., F5 Load bal., McAfee, Safeboot, VPN, RSA, Audio Visual, ACD & CDR, JBOSS, etc.

EDUCATION:

Cloud Service Automation HP Service Manager

VMWare- Horizon View VMWare

HP Server Automation RSA Archer

Bowie State University: B.S.: Comp. Sci., Bus. ‘94 Microsoft Office Certified

Extensive Military Officer training Omega Psi Phi, Frat. Inc.

Cleared Secret

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