Customer Service Desktop Support
Resume:
Hello Future Employer,
I am a hardworking, goal oriented, retired USAF professional with over
** ***** ** *** *********** Technology field. I look forward to becoming one of your valued employees.
Top Secret held for 16 years
Clearable for any position.
Competencies
Summary
Accountability
A self-starter that does not need to be tasked, but rather shows initiative in work ethic and motivates teammates and subordinates
Customer Service
Frequently communicates with stakeholders and leadership to ensure expectations are being met and managed
Decisiveness
Gathers and evaluates information and data in order to make an informed decision that is in the best interest of USPTO
Flexibility
Proven ability to switch gears and work on additional or alternate initiatives without notice, along with adaptation to new environments
Integrity/Honesty
Track record from holding a Top Secret Clearance to Military Service
Interpersonal Skills
Team player that respects leadership, peers, and subordinates/sensitive and compassionate towards others
Oral Communication
Ability to speak clearly and concisely in small or large group presentations/captures conversations and responds appropriately
Problem Solving
Highly effective analytical background with use of situational awareness to identify and diagnose problems in order to find answers
Resilience
Proficient at multitasking on different levels with a relentless positive can do attitude
Written Communication
Effective writer that conveys messages directly with no room for misinterpretation and provides structured feedback
References Furnished Upon Request
MARVIN K. HARRIS
5108 Martin Drive
Oxon Hill, Maryland 20745
Objective
To obtain a challenging position which will utilize my Information Management/Computer Operations skills, with duties which demand a consistent level of high performance.
Professional Experience
IT SPECIALIST Sep 2014 – Current
United States Patent Office
Provides customer support by trouble shooting any problems and/or concerns and is responsible for performing all computer maintenance.
Assist with maintaining a complete inventory of all computer equipment and peripherals.
Is responsible for complete configurations of user computers so that it is ready for use as well as upgrades for both software and hardware.
Assigns license numbers to all software/new materials received.
Administering and managing user accounts and group policies within Active Directory
Provides non-critical desktop support for salary and hourly employees.
Manages support tickets and ensures that all issues are addressed
Assist with scheduling and facilitating training programs for software packages used.
Develops and prepares handouts and training material.
Team Member on the UL Deployment of over 9,000 machines to USPTO employees.
WIN 7/10 migration for USPTO
Coordination of multiple teams for deployments and migrations
Windows 10 Migration Technician Febuary 2021- October 2021
MFA GW/Medix
Win 7 -Win 10 migration for over 2000 clients
Installed printers, fax max machines, monitors
Troubleshoot client break/fix problems
Planned deployment scheduling for the team
Handled desktop support issues for MFA customers
Customer Service Technician/Project Manager Apr 2006 – Feb 2014
The Washington Post
Ability to perform all Information Technology Project Management duties
Lead Projects from Initiation/Planning phases through completion by being responsible, accountable, and providing oversight and guidance to teams
Execution of all acquisition activities such as: contractor support, hardware and software procurement of emerging technology, requisition tracking, contingency planning, burn rates, and various budget-related task in support of multiple projects
Set expectations for projects by ensuring triple constraints (scope, schedule, and cost) are managed vertically and horizontally in the organization
Perform all necessary work-related activities under the guidance of the System Development Lifecycle (SDLC) as it evolves
Ability to align with all Business Strategic Goals and Objectives for mission success
Provide Service Delivery of all projects by collaborating and consulting with internal and external customers, stakeholders, and the public (vendors)
Manage various Project teams in a cross-matrix and weak matrixed environment to ensure critical communication and coordination
Ensure Project success by closely monitoring the Team, milestones, Risk, Issues, Dependencies, and Stakeholders by utilizing various tools such as: MS Project, SharePoint, Scheduling software, etc.
Improve existing processes, procedures, and templates as it relates to program/project methodology
6. I have measured system performance: 100% system availability maintained coordinating multiple teams in on time migration of 17 million records and users from legacy registration system to new identity system.
7. Using Agile/Scrum: $2.5 million in new revenue realized by redesigning legacy online classified sales system to permit sales of new bundled products and up sells of existing products.
8. Project Manager on multiple concurrent high profile/complex: Completed five high-value, simultaneous projects using agile methodology to provide constant workload for team of 30 and ensuring staff skills and product platforms allowed for easy transition between projects.
9. I have used the agile scrum methodology when leading teams: I led development effort with aggressive timeline that delivered new online conference website in five releases over three months; registration model in 30 days, and final release two weeks ahead of schedule.
10. I have experience working in a continuous integration and delivery environment. $500,000 first-release of large-scale eCommerce application delivered in six months and under budget vs. $15 million two-year benchmark effort established by leading industry competitor.
11. I have developed and implemented product release plans to meet customer requirements: 99.95% availability maintained during 2013 eCommerce launch and delivery of 20 releases with added features including PayPal, A/B testing, Groupon deals, and migration to open source platform.
12. I have persuaded management officials to take appropriate action in complex or controversial matters: $450,000 saved in average annual vendor usage fees by building Digital Pricing architecture in-house using SOA to maximize development and implemented Chase, PayPal, and Amazon payment options.
13. Conducted research to identify and recommend new products and/or software for integration into the enterprise environment: Researched the use of Java Application Servers that were new to The Washington Post and conducted analysis of Weblogic vs. Websphere. Recommended and adopted Weblogic as enterprise application server technology.
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