Customer Support Technical

SUMMARY

Detail oriented professional equipped with progressively responsible hands-on experience of computer-related success with recent experience in automated assets control, inventory, warehousing, material handling, fulfillment, and goods distribution. Successfully manage vertically through the chain of command and horizontally with strategic partners and suppliers in public, private and military environments. With comprehensive data and telecommunication, REMEDY, Windows 7, Windows 2010, and Microsoft Office 10 experience. Demonstrates a unique combination of technical and leadership acumen providing quality customer support; consistently meeting or exceeding client needs by providing service beyond expectation.

COMPETENCIES

*Remedy* Service Now (SNOW)*PureBred*DISA Storefront*Apple Business Management (ABM)* Mobile Exchange*Intune Management system*Access Hub*Handheld Scanner *Add/Open transfer details and pricing *Deployment Tracking Data Base System *SharePoint *Active Directory (AD) * Homeless Management Information System (HMIS) * Efforts to Outcomes (ETO).

PROFESSIONAL EXPERIENCE

Mobile Wireless Engineer, Defense Information Systems Agency (DISA)

Pentagon/Mark Center

March 2023 – October 2024

Provided Tier 3 technical support for the design, analysis, and maintenance of complex enterprise infrastructure environments.

Configured Purebred on user devices to enable secure access to Department of Defense (DoD) systems.

Deployed mobile devices to both cleared and non-cleared DoD personnel, increasing deployment efficiency and meeting quarterly company goals by improving deployment rates by 60%.

Utilized ServiceNow to develop performance reports and implement a feedback loop for improving customer service, communication, and technical operations.

Collaborated with IT support teams to resolve incidents, fulfill service requests, and drive continuous service improvement efforts.

Troubleshot and resolved end-user issues or escalated to appropriate higher-tier support when necessary.

Managed mobile devices through Mobility Device Management (MDM) platforms, including Ivanti MobileIron, and created user accounts via Storefront.

Lead IT specialist, Covenant House of Greater

Washington DC

October 2019 to February 2023

Manages all IT-related accounts, ensuring efficient operations and resource allocation.

Negotiates contracts with IT vendors to secure favorable terms and services.

Configures printers and installs security cameras across multiple locations, maintaining secure and functional environments.

Orders standard IT equipment for the department, oversees the disposal of retired equipment, and maintains inventory.

Installs, configures, and troubleshoots workstations, routers, switches, and access points, ensuring seamless connectivity and functionality.

Monitors security cameras for multiple locations, ensuring surveillance systems are operational and secure.

Oversees a team of 20 employees, providing guidance, support, and professional development, while ensuring compliance with regulations and policies.

Service desk Analysts, GuideHouse,

Tysons Corner VA,

January 2022 to March 2023 (Contract)

Managed the migration of 1200 Grant Thornton employees to Guide House, ensuring smooth transitions.

Assisted users with Out of Box Experience (OOBE) and pre-configured new devices using Windows Autopilot.

Configured employees for Federal access via Citrix and Access Hub platforms with MS Office Desktop, ensuring seamless connectivity.

Trained employees on using Multi-Factor Authentication (MFA) and implemented MFA for secure document access for private and public clients.

Managed Active Directory/Intune tasks, including group assignments and password changes, and maintained IT equipment inventory.

Provided IT training for staff, administered information security standards, and handled equipment procurement and disposal.

Consultant, Strategic Resources Inc.

Tysons Corner, VA October

2017 to July 2021

Assisted in recruiting MFLC staff, including posting job requisitions, pre-screening candidates, and scheduling interviews.

Processed new employees' security clearances and tracked investigations through e-QIP.

Reviewed and processed required forms (DD2981 and OF306) for the FSO and updated candidate and employee data in SRI's ATS.

Generated and ran daily, weekly, and monthly reports from SRI's ATS, and provided data for MFLC DPM reports.

Created and prepared project reports, statistical data, spreadsheets, and other documents, maintaining high confidentiality and security of data.

Assisted with enrolling new hires in training, tracking course completion, generating training reports, and maintaining electronic files and documents.

Systems Administrator, Nonstop Delivery, Inc.

Chantilly, VA

June 2016 to January 2017

Responds to technical assistance requests via multiple channels, diagnosing and resolving hardware and software issues.

Manage user accounts and file share permissions

Configured PCs for new users.

Logs all help desk interactions, administers help desk software, and ensures complete resolution through follow-ups.

Redirects problems to appropriate resources, escalates urgent issues, and tracks and routes problems and requests.

Prepares activity reports, informs management of recurring issues, and stays updated with system information and changes.

Trains new staff, updates training manuals, and provides backup materials for call returns.

Leads a team of customer service representatives, manages onboarding processes, and reports weekly status to leadership.

EDUCATION

Lincoln University – Information Technology 2007-2008 Key Courses = Operating Systems, Computer Programing, Computer Security

Valley Forge Military Academy and College – Information Technology 2009-2010 Key Course = Computer Network, Network security

COMMUNITY AFFILIATIONS/AWARDS

Provide Community service in Washington DC homeless shelters Casa Ruby, Latin America Youth Center (LAYC) and Covenant house Greater Washington DC

Provide volunteer administrative support 10 hours per week.

CERTIFICATES

CompTIA Security + SE January 2020

CompTIA Cybersecurity Analyst + 2025

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