Experience

Willow Bend Systems

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• System Administrator

  • Nov 2020 - Present

• Technical Support Analyst

  • Nov 2016 - Nov 2020



Compucom

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Desk Analyst

  • Aug 2015 - Nov 2016

  • Assisted end users with hardware and software related issues, answering questions and providing solutions to resolve problems• Provide support to end users by identifying, researching, and resolving mobile device technical problems, Duplicate, troubleshoot, and investigate incidents/user issues. Recommend system and/or content modifications, Document, track and monitor the help request to ensure a timely resolution. Communicate with non-technical customers as well as technical associates to resolve issues.• Configured workstation to connect with the local server• Performs software installations and upgrades.• Effective verbal and written communication skills• iPad subject matter expert, helping end user with deployment of MDM (mobile device management) software Afaria and AirWatch, as well as troubleshooting software and hardware issues• Fixed IOS and Android software related issue on IPad, Blackberry and IPhone.• Documented and log all work related activity in departmental service support ticketing Service Now system• Resolved VPN software related issues.• Installed Cisco AnyConnect VPN and assisted user to connect to the VPN with user credentials respectively.• Develop and maintain systems documentation and provide technical assistance• Identified the features, advantages and disadvantages of various software• Maintained user accounts and network access using Active Directory.• Experience using telephony systems and case management systems• Ability to adapt in a highly charged and challenging work environment• Queue manager: > Monitor the queues and assign the incidents before missing Response time SLA > Assign tickets with respective Support Engineer according to required skills sets > Follow up with engineer for closing the tickets those are going to be SLA breached



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Aviation Ordnance Supervisor

  • Sep 2009 - Sep 2012

  • Managed the daily operations of the Aviation Ordnance Department with a team of 9 employees, handling all aspects of operations, logistics, maintenance, and employee development• Collateral Duty Inspector, ensured quality maintenance was performed on aircraft weapon systems, in accordance with the Naval Aviation Maintenance Program• Maintained the accountability of $13M organizational equipment; resulting in steady operational readiness and zero inspection discrepancies • Guided the professional development of personnel by conducting detailed quarterly, yearly evaluation reports, and employee performance counseling• Supervised the loading/unloading, arming/disarming and scheduled/unscheduled maintenance on organizational aircraft• Developed, and implemented maintenance policies to enhance worker productivity

• Aviation Ordnance Team Member

  • Jul 2007 - Aug 2009

  • Performed the loading/unloading, arming/disarming and scheduled/unscheduled maintenance on organizational aircraft• Maintained the accountability of $13M organizational equipment; resulting in steady operational readiness and zero inspection discrepancies