Service Desk Customer

Prince L. Davis, Jr.

***** ********* ***** *******, ** 20735

202-***-**** **************@*****.***

Active DOD Secret Security Clearance

Highly trained and enthusiastic Technical Service professional with 10+ years of experience working in diagnostics, resolution, and repair services. Exceptionally skilled in customer service, diagnosis, isolation, and system analysis to conduct appropriate services to ensure highest levels of customer satisfaction. Proven ability to communicate necessary information with de-escalation methods and standards to assist customers.

Skills

CompTIA Security+ SY0-601 Certification

ITIL 4 Foundation Certification

Troubleshooting

Teamwork & Collaboration

Customer Service

Ticket Resolution

Problem Solving

Prevention Strategies

Communication

Attention to Detail

Asset Manager

Technical Platform/Applications

SolrarWinds Information Technology Service Management (ITSM), Service Now, Remedy 6.4 and 7.6, Project Trak, Assyst, Microsoft Office Suite, Knowledge of Microsoft Windows system administration tasks, Active Directory, iOS or Android platforms, iPhones, iPads.

Experience

National Indian Gaming Commission (NIGC) 04/2024-10/2024

Service Desk Support Technician

Provided Tier 1 – 2 end-user support for software, peripherals and devices. Assisted with the installation of specialized software. Created accounts for new employees in Active Directory. Made sure Actively Directory was up to date with accurate information. Responsible for shipping and receiving IT equipment. Conducted on-boarding orientation for the new employees. Made sure Knowledge Base was accurate. Assisted with the creation of the Standard Operation Procedures (SOP). Made sure that the Audio visual and video teleconference equipment was operational every morning. Utilized Bomgar to remote into and give additional support to the users. Excellent analytical and diagnostic skills. Strong communication skills.. Ability to troubleshoot basic software issues. Some experience with Active Directory, Windows Server and Workstation operating systems,

GD Information Technology (GDIT) 04/2023-04/2024

Service Desk Technician

Provided Tier 1 AESD-NG Help Desk support using ITSM ticketing system such as ServiceNow (e.g., Service Desk as a service [SaaS], ITSM Software as a Service [SaaS], enterprise end user support, and overall escalation support).Provided Service Desk ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)- issues above or outside the direct O&M of the RCC-NG, including mobile device support. Troubleshoots system hardware and software-specific issues. Trained end users on the proper use of hardware and software. Applied practical knowledge of job area typically obtained through advanced education and work experience.

Prime Technology 10/2022 – 04/2023

Service Desk Technician I (contract)

Provided Tier 1 AESD-NG Help Desk support using ITSM ticketing system such as Remedy, ITSM Software as a Service [SaaS], enterprise end user support, and overall escalation support). Supplied service desk ticket escalation support to the Army and DISA for all DODIN-A(NG) and DODIN-A(NG)-S issues above or outside the direct O&M of the RCC-NG, including mobile device support. Troubleshoots system hardware and software-specific issues. Trained end users on the proper use of hardware and software.

Achieved 85% high first call resolution on monthly basis and 90% customer satisfaction rating.

Science Applications International Corporation (SAIC) 02/2018 – 06/2021

Technical Support II/Tier 1 Service Desk Technician

Supervised resolution of technical problems through ticket resolution in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. Ensure proper call routing to product line specialist, application, or system support specialists. Manage diagnosis, identification, isolation, and analysis of problems utilizing historical database records.

Improved overall ticket resolution and call times through utilization of communication strategies to avoid misunderstandings and get directly to the customer problems. Provided mission critical mobile device (iPhone, Android, BlackBerry) and remote access (Citrix-based) capabilities to over 60,000 customers worldwide. Service Desk Technician

DOD/Seneca Resources 06/2017 – 02/2018

Desktop Technician (contract) Mark Center/Pentagon

Assisted end-users with support relative to software, hardware, and network connectivity. Provided comprehensive expertise, consultation, and support for new user accounts. Served as primary point of contact for customers in of need

remote technical assistance. Utilized technical tracking system (Remedy Ticket Tacking System) to record all customer requests and track progress of tickets and incidents encountered during troubleshooting and resolution process.

USDA/CSRA/Bay State Computers 10/2015 – 06/2017

Service Desk Analyst (contract)

Offered tier 1 support to end-users needing technical resolutions. Conducted research and analysis during troubleshooting to identify and resolve problems. Directly communicated with customers on outcomes of inquiries and walked them through necessary steps to take on their end. Ensured customer satisfaction through maintaining working knowledge of technical processes and systems based on company policies and procedures.

Achieved 85% high first call resolution on monthly basis and 90% customer satisfaction rating.

Created 100+ knowledge-based solutions for client specific troubleshooting (i.e., operating procedures and policies).

FEMA/AEEC, LLC 11/2014 – 10/2015

PRISM Systems Engineer (contract)

Provided comprehensive expertise and consultation to customers with various technical support concerns. Tracked and recorded all customer requests in accordance with business practices and Remedy Help Desk ticket system.

US Fish & Wildlife Service/Diversity Services 01/2014 – 10/2014

FBMS Requisitioner (contract)

Coordinated with customers from all program offices to establish clear requirements in proper format for entry into SAP. Matched data lines and Product Codes to correct users. Served as primary point of contact for SAP. Analyzed requirements submitted by program offices to identify any errors or omissions.

USAID (US Agency for Int. Development)/Macfadden 04/2013 – 11/2013

GLAAS Functional Support Analyst (contract)

Provided 2 tier functional support and group training sessions for USAID’s PRISM/GLAAS procurement system to requisitioners, contracting officers, COTR’s, funds certifiers, buyers, and other stakeholders. Conducted data manipulation to correct issues causing error messages when validating in PRISM/GLAAS.

Met all deadlines for projects and participated in year-end document closeout activities.

US Fish & Wildlife Service/On Time Accounting Services 01/2013 – 04/2013

FBMS Requisitioner (contract)

Assisted customers by offering instruction on how to remedy identified issues. Served as primary point of contact for SAP (Systems Applications and Products) coordination amongst program offices. Communicated with program offices upon receipt of invoices to confirm transactions completed.

US Fish & Wildlife Service/Fairfield Technologies, Inc. 12/2011 – 11/2012

Help Desk Analyst (contract)

Analyzed complex problems and searched for causes and solutions. Served as primary respondent for Remedy ticketing system. Monitored PRISM system and notified personnel of technical difficulties as they arose. Offered customers instructions and navigation in the Financial and Business Management System (FBMS). Explained the Federal Acquisition Regulations (FAR) and Government acquisitions procedures.

Met all deadlines for projects and participated in year-end document closeout activities.

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