John Yelverton
Service Desk Representative at Sparksoft Corporation- Claim this Profile
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Bio
Mitch Miller
John joined the Western Region technology field support team, as Team Lead, in 2007 with the consolidation of our two Military&Government divisions. As part of that consolidation, John was integral in building a technology plan to merge systems, processes, and 400 users into a single call center. Since that project, John became the technology go-to for domestic and international Military&Government support and operations. With his detailed experience with Military&Government travel operations and contracts, John liaised with facilities, program management, operations, human resources, and technology leadership. The best way to characterize John is dedicated, organized, focused, with great attention to detail.
Herman Martinez
John Yelverton and I have worked worked together at CWT for 16 years. In those times John has worked as a Sr. Technical Analyst and rose to Lead Technical Analyst and perhaps...even higher. John has demonstrated his technical know how throughout the years which has made him stand-out among others in the organization. John has excellent communication skills and is extremelly organized, reliable and a technical marvel. John is flexible and willing to work on any project that is assigned to him. He was also quick to volunteer to assist in other areas of company operations, as well. John Yelverton would be a tremendous asset at any organization and has my highest recommendation. Sincerely, Herman Martinez
Mitch Miller
John joined the Western Region technology field support team, as Team Lead, in 2007 with the consolidation of our two Military&Government divisions. As part of that consolidation, John was integral in building a technology plan to merge systems, processes, and 400 users into a single call center. Since that project, John became the technology go-to for domestic and international Military&Government support and operations. With his detailed experience with Military&Government travel operations and contracts, John liaised with facilities, program management, operations, human resources, and technology leadership. The best way to characterize John is dedicated, organized, focused, with great attention to detail.
Herman Martinez
John Yelverton and I have worked worked together at CWT for 16 years. In those times John has worked as a Sr. Technical Analyst and rose to Lead Technical Analyst and perhaps...even higher. John has demonstrated his technical know how throughout the years which has made him stand-out among others in the organization. John has excellent communication skills and is extremelly organized, reliable and a technical marvel. John is flexible and willing to work on any project that is assigned to him. He was also quick to volunteer to assist in other areas of company operations, as well. John Yelverton would be a tremendous asset at any organization and has my highest recommendation. Sincerely, Herman Martinez
Mitch Miller
John joined the Western Region technology field support team, as Team Lead, in 2007 with the consolidation of our two Military&Government divisions. As part of that consolidation, John was integral in building a technology plan to merge systems, processes, and 400 users into a single call center. Since that project, John became the technology go-to for domestic and international Military&Government support and operations. With his detailed experience with Military&Government travel operations and contracts, John liaised with facilities, program management, operations, human resources, and technology leadership. The best way to characterize John is dedicated, organized, focused, with great attention to detail.
Herman Martinez
John Yelverton and I have worked worked together at CWT for 16 years. In those times John has worked as a Sr. Technical Analyst and rose to Lead Technical Analyst and perhaps...even higher. John has demonstrated his technical know how throughout the years which has made him stand-out among others in the organization. John has excellent communication skills and is extremelly organized, reliable and a technical marvel. John is flexible and willing to work on any project that is assigned to him. He was also quick to volunteer to assist in other areas of company operations, as well. John Yelverton would be a tremendous asset at any organization and has my highest recommendation. Sincerely, Herman Martinez
Mitch Miller
John joined the Western Region technology field support team, as Team Lead, in 2007 with the consolidation of our two Military&Government divisions. As part of that consolidation, John was integral in building a technology plan to merge systems, processes, and 400 users into a single call center. Since that project, John became the technology go-to for domestic and international Military&Government support and operations. With his detailed experience with Military&Government travel operations and contracts, John liaised with facilities, program management, operations, human resources, and technology leadership. The best way to characterize John is dedicated, organized, focused, with great attention to detail.
Herman Martinez
John Yelverton and I have worked worked together at CWT for 16 years. In those times John has worked as a Sr. Technical Analyst and rose to Lead Technical Analyst and perhaps...even higher. John has demonstrated his technical know how throughout the years which has made him stand-out among others in the organization. John has excellent communication skills and is extremelly organized, reliable and a technical marvel. John is flexible and willing to work on any project that is assigned to him. He was also quick to volunteer to assist in other areas of company operations, as well. John Yelverton would be a tremendous asset at any organization and has my highest recommendation. Sincerely, Herman Martinez
Credentials
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Foundations: Data, Data, Everywhere
CourseraMar, 2023- Nov, 2024
Experience
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Sparksoft Corporation
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Service Desk Representative
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May 2023 - Present
• Experience representative responsible for answering Tier 1 customer inquiries. • Provide Tier 1 service desk support for insurance issuers, Agents and Web brokers, CMS/CCIIO application users, Health Insurance Exchanges and state agencies based on Inquiries received via phone or email. • Provide account access support, such as password resets and unlocking accounts for various marketplace applications including COTS products such as TIBCO MFT • Log user inquiries in Service Now and assign to the right groups internally before assigning to Tier 2 support. • Triage inquiries by marketplace functions and assign to the right marketplace systems/CCIIO business groups as • applicable - skills and knowledge provided by training via our training instructors. • Provide general policy information supplied by the business owners and Tier 2 systems • Provide process guidance to the requesters seeking help/guidance based on information provided by CMS/CCIIO business owners and Tier 2 support teams. Show less
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Carvana
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United States
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Technology, Information and Internet
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700 & Above Employee
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Information Technology Service Desk Team Lead
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Jun 2021 - Nov 2022
• Lead, mentor, and motivate a team of tier 1 & tier 2 employees responsible for incident and service request on a volume of 600 – 700 calls per day. • Supervised completion of new hire and separation tasks, e.g., AD rights and group memberships, OKTA tile assignments, Salesforce and various other products enablement. • Onboard, train and manage the performance for the team. • Assist with T1, T2, and T3 workload as needed included escalated and complex technical issues. • Hands on approach with monitoring and supporting ticket queue, including jumping in to resolve issues as needed. • Implement policies and procedures and hold team accountable per KPIs. • Partner with other team leads to set expectations, build relationships, and provide a first-class service to our internal and external customers. • Fill technology gaps by providing research and testing of new hardware/software products when needed. • Maintain and produce daily, weekly, and monthly reports for leadership. • Continuously improve and streamline processes and procedures to ensure effectiveness and efficiency. • Lead and take part in Change Management, Incident Management, Release Management, Problem management, and Request Management processes and solutions. Show less
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CWT
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United States
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Travel Arrangements
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700 & Above Employee
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Regional Team Lead Field IT Operations
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Apr 2007 - Jul 2021
• IT support operations in North America & Costa Rica managing a global team of 16 technical and business analysts providing tier 2 -4 support for BYODs, laptops, desktops, thin clients and servers, network switches & routers as well as printers. Led and participated in Change Management, Incident Management, Release Management, Problem management, and Request Management processes and solutions.• Team support included: o OS support for Windows and MacOS o MS products e.g., Office suite (Outlook, Word, excel, PowerPoint, Access, etc.), Office 365 cloud, OneDrive and others. o Additionally, supported industry specific 3rd party software as well as internally developed software• Worked in ServiceNow to process requests, manage incidents and maintain inventory on a global scale using ITIL best practices and processes. • Responsible for project initiation and planning as well as coordinating execution of multiple enterprise level projects such as Windows operating system & HP hardware upgrades of user devices• Worked as a SME for facilities’ build outs and new commercial & government contract implementations including a variety of DoD & civilian government agencies worldwide. Show less
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Systems/Network administrator
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Oct 2000 - Apr 2007
o Developed and implemented new backup and storage strategy.o Implemented electronic document management, storage, and delivery for the company's largest call center (100+ users).o Developed and implemented new Virtual Private Network (VPN) solution.o Implemented enterprise-wide anti-virus strategies.o Configured and managed LAN/WAN firewall solution (Hardware and Software).o Developed and applied Visual Basic applications to manage automated tasks.o Developed strategies to reduce helpdesk call volume through more robust client-side setup and training as well as implementing an online helpdesk system.o Managed the following systems & processes:o 10 Server NT/Win2k LAN/WANo Firewall Serviceso Exchange Servero Routing and Remote Access Serviceso F&P serviceso Development support and consultationo In-house .NET applicationso Web-based travel & accounting system (Govt. contract) Show less
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Normandy Terrace Southeast
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United States
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Medical Practices
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Assistant Administrator
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Oct 1999 - May 2000
• Directly managed the accounting and dietary departments in the facility as well as acting as a liaison to outside agencies (state and federal government). • Staff development Coordinator (SDC) – solely responsible for keeping state mandated training and documentation of all 350 licensed and certified health practitioners, allied health professionals and other staff as well as managing employee health to include records and vaccinations/testing. • Directly managed the accounting and dietary departments in the facility as well as acting as a liaison to outside agencies (state and federal government). • Staff development Coordinator (SDC) – solely responsible for keeping state mandated training and documentation of all 350 licensed and certified health practitioners, allied health professionals and other staff as well as managing employee health to include records and vaccinations/testing.
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PointClickCare
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Software Development
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1 - 100 Employee
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Clinical Training Specialist
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Jul 1998 - Oct 1999
Responsible for coordinating and conducting training of clients in the use of the clinical healthcare, Microsoft SQL server based software system. Responsible for coordinating and conducting training of clients in the use of the clinical healthcare, Microsoft SQL server based software system.
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Assistant Director of Nursing
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Jan 1998 - Jul 1998
Responsible for staffing and patient care supervision as well as formulating and implementing policies and procedures facility-wide to ensure automation requirements were met and complied with. Responsible for staffing and patient care supervision as well as formulating and implementing policies and procedures facility-wide to ensure automation requirements were met and complied with.
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Assistant Director of Nursing
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Aug 1995 - Jan 1998
Coordinated the interdisciplinary assessment and plan of care of residents upon admission and on a quarterly basis. Managed the facility's Novell based servers and provided support and training of facility staff on their use. Coordinated the interdisciplinary assessment and plan of care of residents upon admission and on a quarterly basis. Managed the facility's Novell based servers and provided support and training of facility staff on their use.
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Education
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1993 - 1995
St. Phillip's College
Diploma, Licensed Practical/Vocational Nurse Training
Community
