Veteran IT Help Desk Technician

Tyrone Dewright Lewis

****Bruton Parish Way, Silver Spring, Maryland 20904 240-***-**** *********@*******.*** LinkedIn

Qualifications Summary

IT support specialist with over 20 years of experience delivering service desk, endpoint, hardware, software, and enterprise application support. Skilled in ServiceNow ticket triage, escalation coordination, asset tracking, imaging, installation, maintenance, and hands-on troubleshooting across customer environments. Experienced in supporting critical operations and collaborating with technical teams to drive timely resolution and reliable service delivery.

Professional Experience

National Science Foundation, KeenLogic Nov 2024 - Aug 2025

Tier II Service Desk Technician

•Served as part of the Graduate Research Fellowship Program Command Center Technician Team (GRFP CC).

•Managed support and inquiry handling through ServiceNow as part of an IT service management (ITSM) process, addressing inquiries via chat, phone, and email regarding the 2025 GRFP panel discussions.

•Provided information technology support to customers with logging into research.gov, password resets, and email correspondence, applying Microsoft 365 and Active Directory and Group Policy knowledge to resolve access-related issues.

•Panel Facilitation: Acted as Facilitator and backup Facilitator for discussion panels, coordinating closely with Panel Directors and moderators.

•Operational Management: Ensured smooth panel presentations by checking attendance, managing reviewers in and out of Conflict of Interest (COI) waiting and breakout rooms.

•Provided technical assistance to reviewers and supported escalated technical issues during panel discussions, helping maintain timely service delivery.

•Ensured adherence to information security policies during customer support interactions, maintaining compliance with organizational standards.

•Analyzed ticketing data and support requests to identify recurring issues and trends, delivering feedback to improve support processes and support service quality in accordance with ITIL practices.

Verizon, E-Team Inc. Jun 2023 - May 2024

Systems Analysis and Programmer II Atlanta, GA (remote)

•Provided information technology support for Verizon’s Business to Business (B2B) customer-facing portal.

•Triaged tickets through Verizon’s portal and Jira, submitted tickets or educated customers when needed, and tracked all requests through resolution while maintaining ITIL-aligned service delivery.

•Served as the liaison for escalated issues, coordinating the appropriate teams and resources to support timely resolution and maintain service quality.

•Customization of IBM Sterling SIM, COM products

•Experience in Eclipse RCP, SWINGS

•Installation and upgrade of IBM Sterling Commerce OMS, SIM COM through software installation best practices to ensure minimal downtime and compatibility.

•Configurating deployment Tool (CDT) for promoting configuration changes to different environments.

•Configuration of management, Build and Release Management and exposure to build tools like ANT, MAVEN

•Expertise in markup languages such as XML, XSLT.

•Production support with quick response time

•Assisted with writing SQL, PL SQL queries.

•WebLogic application server installation, Application deployment, Managing servers.

National Air and Space Administration, SaiTech Jan 2023 - Apr 2023

Personal Computer Support Technician Greenbelt, MD

•Responsible for Asset Management, imaging new PC’s for deployment, cleaning old PC’s for storage or to be reassigned for outgoing use.

•Responsible for adding additional software as instructed for deployment.

•Removed hard drives and memory from older PC’s for proper disposal.

•Responsible for troubleshooting, maintenance, installation and repairs of computer hardware and diagnoses software issues.

•Provided technical assistance and support to all employees using a PC for work.

•Upgrade PC’s removing viruses, ensuring network safety.

•Coordinate and facilitate onsite/offsite Tidal Enterprise scheduler new install, upgrades (5.3.1 to 6.2.1 and 6.x to 6.2.1)Oracle/SQL database

•Engage with customers via live support (Webex session, email and or phone) to help troubleshoot problem.

• Provide technical support on (Tidal) scheduler/components related to installation /uninstall (5.3.1 - 6.0 - 6.1

- 6.2) and its components (JDEdwards, PeopleSoft, Informatica, Business Object, SAP, Oracle DB, Oracle Application, Email and MSSQLadapters, Windows/UNIX agents)

National Archives and Records Administration, Koniag Jun 2022 - Nov 2022

Field Service Technician College Park, MD

•Responsible for diagnosing and resolving routine problems for a wide variety of applications, operating systems, and equipment such as installation, configuration, optimization, upgrading, troubleshooting, and maintenance of customer hardware and software components. Providing technical assistance and solutions to customers as well as other IT staff or contractors.

•Collecting specific and detailed information from reference sources and software utilities.

•Coordinate and facilitate onsite/offsite Tidal Enterprise scheduler new install, upgrades (5.3.1 to 6.2.1 and 6.x to 6.2.1) Oracle/SQL database.

•Engage with customers via live support (Webex session, email and or phone) to help troubleshoot problems.

•Provide technical support on (Tidal) scheduler/components related to installation /uninstall (5.3.1 - 6.0 - 6.1

-6.2) and its components (JDEdwards, PeopleSoft, Informatica, Business Object, SAP, Oracle DB, Oracle Application, Email and MSSQL adapters, Windows/UNIX agents)

•Create and manage upgrade/new install runbook project plan.

•Coordinate and facilitate onsite/offsite (Intermediate, Advance and Administrator) Tidal training.

•Provide and perform Tidal Administrator role (modify, create, and implement batch job schedules)

•Upgrade PC’s removing viruses, ensuring network safety.

•Coordinate and facilitate onsite/offsite Tidal Enterprise scheduler new install, upgrades (5.3.1 to 6.2.1 and 6.x to 6.2.1)Oracle/SQL database

•Engage with customers via live support (Webex session, email and or phone) to help troubleshoot problem.

•Provide technical support on (Tidal) scheduler/components related to installation /uninstall (5.3.1 - 6.0 - 6.1

-6.2) and its components (JDEdwards, PeopleSoft, Informatica, Business Object, SAP, Oracle DB, Oracle Application, Email and MSSQLadapters, Windows/UNIX agents)

•Create and manage upgrade/new install runbook project plan.

•Coordinate and facilitate onsite/offsite (Intermediate, Advance and Administrator) Tidal training.

•Provide and perform Tidal Administrator role (modify, create and implement batch job schedules )

•Order Management, Inventory management, Cycle counts.

General Service Administration, Intellibridge Mar 2021 - May 2022

IT Service Desk Technician Washington, DC (remote)

•Responsible for processing technical customer tickets and providing information about the customer's hardware asset record.

•Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken within the Service Now tool.

•Using xalt and icad monitoring systems to make the appropriate changes to the customer's hardware asset record to resolve customers' problems.

•Referred unresolved customer grievances to designated departments for further investigation.

•Provided the customer with directions, if the scope of the grievance could not be resolved by IT Asset Management.

•Answered and processed incoming technical customer tickets related to IT asset management positively and professionally.

•Assisted customers’ inquiries to resolution, ensuring customer satisfaction. Raising any uncommon grievances or issues to management immediately.

Education and Training

Anthropic Academy Present

•Coursework: Claude Code in Action 101 Eleanor Roosevelt High School

Diploma

Computer Skills

• Productivity Software: Microsoft Office Suite (Word, PowerPoint, Outlook, Excel), WordPerfect, Microsoft 365

•Enterprise Systems: SAP, IBM AS/400, IBM Sterling, Tidal Workload Automation

•Endpoint Management & Security: IBM BigFix, IBM MaaS360, Cisco AnyConnect, Information Security Policies, Active Directory And Group Policy

•Communication & Collaboration: CISCO VoIP Oracle, Twilio Flex, Cisco Jabber, Trello

•IT Support & Installation: SNOW, Unimax, Information Technology Support, Hardware Installation, Software Installation, IT Service Management (ITSM), ITIL, Jira, PC Hardware

•IT Project Delivery: End-to-End IT Project Delivery

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