Service Request Lead

• Apr 2023 - Present

Service Request Supervisor

• Aug 2019 - Present

• Working with and guiding a small technical team to develop solutions to problems and collaborating with other teams internally with technical expertise.• Working within scenarios that have a medium complexity level and require knowledge of other areas of the operations to have a full and clear understanding of actions required.• Excellent written and oral communication skills in order to interface both internally and externally with other parties.• Working with minimal direct supervision in order to achieve operational targets that reflect directly on the customer’s division results.• Will take on small to medium projects as assigned and delegate duties within the technical team to achieve the desired results. This means review of the work product that is an output of those delegated duties.• Review, training and coaching of the individuals within the small team to help the team develop proper work habits and continually achieve the desired results.• Assists in developing operational processes and procedures that pertain to the job role. Show less

Proprietary Specialist II

• Mar 2014 - Jul 2023

• VTC’s and Local Presentations: Support all video teleconference, audio and video support for Criminal Division of the Department Justice in the DC Metro area. • Portable Devices: Assists in the update of all portable device equipment, as well as their configuration, encryption, software modifications, repairs, and excess for the Department of Justice, Criminal Division. The portable device units consist of desktops, laptops, blackberries, and RSA (soft and hard) tokens.• CISCO AnyConnect Support: Assists in the enrollment, set-up support, activation/deactivation, troubleshooting, and printing assistance for the CISCO AnyConnect Program for the Department of Justice, Criminal Division.• PIV/PKI/CAC: Assists in the downloading of certificates, troubleshoot and configuration of PKI, PIV, and DoD issued CAC cards. Assist with software and card reader installations of Department of Justice, Criminal Division equipment in the DC Metro area. Show less

SYSTEMS TECHNICIAN 1 - TIER 1 HELP DESK SUPPORT

• Jul 2012 - Mar 2014

Responsible for the routine tasks required in the testing and analysis of all elements of the network facilities (power, communication machinery, software lines, modems, and terminals). Assists in monitoring systems and advises senior members of network staff of network failures or degradations and assists in arranging for corrective actions plans. Responsible for answering telephones and attempting first call resolution and understanding the correct escalation procedures.

Database Administrator Technician 3

• Sep 2009 - Jun 2012

• Database Administrator; In charge of Creating database objects (schemas, tablespaces, tables, indexes, packages, triggers, sequences, etc.) • Applying database upgrade patches and plugs-ins along with Security standards to all databases delegating proper roles and privileges to users.• Tasked with loading classified and unclassified data into database via ingestion processing for testing. • Working closely with development team to set up and train end users on database connections to applications and perform daily administrative responsibilities. Show less

Team Lead, ITM Service Desk

• Mar 2004 - Sep 2009

• Help Desk Support; Providing prompt and courteous customer service to a global client base. A first-level contact and procedural problem resolver for support incidents. • Escalated unresolved issues to higher level support in accordance with established policies and procedures. • Infrastructure support including Network, Active Directory and Outlook/Exchange Support via Remote Desktop Support regularly troubleshooting network connections and devices. • Led briefings with service desk staff daily updating on changes and deployments. Show less

Oracle Developer

• Nov 1999 - Mar 2004

• Application Development; Assisting in application design and development discussions with clients and management to determine client needs. • Tasked with the Review of development, modification and testing of applications software to ensure that product efficiency and cost effectiveness were achieved. • In charge of regularly testing and debugging tasks on vendor supplied utilities and packages to ensure fit with current operating environment. • Coordinated activities with personal computer support staff to ensure that appropriate support is provided on all application issues. • Involved with application upgrades for mission-critical prescription applications. • Assisted with stabilizing and enhancing performance of existing applications also responsible for achieving project delivery milestones. Show less