Customer Service Desk Technician

DeAndre H. Grant

240-***-**** ********@*****.***

Objective

Practice of collecting, standardizing and analyzing data that is generated by networks, applications, and other IT infrastructure in real-time, and the use of that information to assess and improve an organization's security posture.

Key Qualifications

Windows 7,10, 11

VMware

Azure

VDI

Active Directory

TCP/IP

TCP

VPN

Jira

Command Post

Power Shell

Service Now

SharePoint

Ring Central

ITBSM

RSA secure login

NOC helper ping/tracert

Security Clearance: Active TS/SCI w/ CI Poly

Professional Experience

TEKsystems Service Desk Technician December 2022 – Present

Received “outstanding” ratings on performance reviews each year, with top marks in teamwork, customer service, communication skills, and technical problem-solving.

Exceeded incident response SLA by 15% by efficiently utilizing diagnostic software.

Improved customer service, securing a 95% satisfaction rate by resolving technical issues effectively.

Slashed ticket escalation rates by 20% through advanced troubleshooting techniques

Partnered with Tier ll and Tier lll service desk peers to resolve complex problems that required escalation. Provided detailed descriptions of issue’s in trouble ticket system and followed up diligently to ensure swift resolutions.

Executes routine requests within standard operating procedures.

Solved complex and abstract problems within standard operating procedures.

Provided in-depth support and lead problem solving and implementation efforts for specific technology products or applications.

Demonstrated abilities to perform own research of provided tools and use well developed critical thinking skills to address issues without support.

GDIT Help Desk Technician August 2020 - 2022

Provides first contact and incident resolutions to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests.

Performs systems administration of desktop systems connected to local and wide area networks. Provides desktop systems management/maintenance responsibilities involving account monitoring, account creation, security, Operating Systems (OS) installing, and other local area system administration related functions.

Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalations to Tier 2/Tier 3 admins. Provide support for implementation, troubleshooting and maintenance of IT systems. Manage IT system infrastructure and any processes related to these systems. Provides support to systems including day to day operations, monitoring, and problem resolution of all the client/server/storage/network/print devices, and mobile devices.

Efficiently escalates incidents to Tier 3 when required. Documents incident status and solutions in incident database tools. Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support. Possesses comprehensive knowledge of desktop operating systems and applications.

PAE Security Monitor September 2019 - 2021

Enforce standards of decorum and safety as established by management and applicable law.

Document and log personnel activities by signing residents in and out of the facility and processing new arrivals.

Ensure safety protocols and personal protection equipment (PPE) are utilized when required.

Escort un-cleared individuals in the performance of their duties always maintaining 100% line of sight.

Written and Verbal Communication for 50% badge recognition of building staff.

Area Wide Protective Project Lead Dec. 2016 – 2020

Being always observant of the surroundings to insure of the safe movement of oncoming traffic.

Two- way radio contact with co-worker to facilitate traffic movement.

Utilizes communication with other employees to ensure they were in proper position.

Attended weekly safety meetings and consistent use of Personal Protective Equipment.

B Frank Joy August 2016-2017 Pipe layer/Pipefitter/General Laborer

Cut and hammered pipes to appropriate specifications Assembled pipes and tubes by welding.

Managed pipe alteration and fabrication activities.

Maintained tools and equipment used in fitting pipe systems.

B.P.T. Manufacturing Company

Exterior Car Washing of WMATA/Metro transit trains Assistant Supervisor: July 2012 – 2016 General Laborer: April 2009 – 2016

Inspecting Equipment, Structures, or Material - Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.

Controlling Machines and Processes - Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).

Repairing and Maintaining Mechanical Equipment - Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.

Handling and Moving Objects - Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.

Mid-Atlantic Security: March 2009-October 2012 Security officer

Watch alarm systems or video cameras and operate detecting/emergency equipment.

Protect company’s property and staff by maintaining a safe and secure environment.

Observe for signs of crime or disorder and investigate disturbances.

Act lawfully in direct defense of life or property.

Take accurate notes of unusual occurrences.

Report in detail any suspicious incidents.

Patrol randomly or regularly building and perimeter.

Education

Westlake High School

Graduate

2004-2007

SKILLS & CERTIFICATES

CompTIA Security+

DCJS Certifications

Excel

Microsoft Word

Power Point

Emergency Care & Safety Institute CPR/AED Certified - Adult, Child + Infant.

Food Safety Handlers Certificate

CDL Class B

Following Complex Instructions

Interpersonal Skills.

Knowledge of Security Operations and Procedure

Manage Multiple Tasks.

Knowledge of Basic Security and Fire Inspection Procedures

Surveillance Skills

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