Requests
11
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Work Background
Pilot CompanyApplication Support Analyst II
Jul. 2023Knoxville, Tennessee, United States* Help maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures and training for teams to address incident management (e.g., service disruptions, outages).
* Identify duties required to handle all aspects of a incident response during any service disruption or outage affecting business departments and end users.
* Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed.
* Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems.
* Work with the rest of the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process.
* Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 Teams.
* Adhere to service level agreements (SLAs) with internal business partners and third parties.
Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams.
* Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies.
* Serve as a subject matter expert and maintain own knowledge of current industry trends and developing technologies.
Pilot CompanyApplication Support Analyst
Dec. 2022 - Jul. 2023Knoxville, TN* Help maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures and training for teams to address crisis management (e.g., service disruptions, outages).
* Identify duties required to handle all aspects of a crisis response during any service disruption or outage affecting business departments and end users.
* Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed.
* Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems.
* Work with the rest of the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process.
* Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 Teams.
* Adhere to service level agreements (SLAs) with internal business partners and third parties.
Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams.
* Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies.
* Serve as a subject matter expert and maintain own knowledge of current industry trends and developing technologies.
Mesa Associates, IncHelp Desk Administrator
Jun. 2022 - Oct. 2022Knoxville, Tennessee, United StatesResponsibilities include:
* Operating system and software installation leveraging Microsoft Endpoint Configuration Manager * Hardware delivery and setup * Hardware retrieval and storage * Maintain hardware inventory accountability
* Provide VPN support assistance
* Maintain user profiles within Active Directory
Best BuyAdvanced Repair Agent - Geek Squad
Oct. 2021 - Aug. 2023Knoxville, TN- Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct - Provides the initial contact with customers, checks in product, and runs basic tests to determine product needs and service solutions. - Facilitates the complete solution of product sales, upgrades, installations and service in the store.
- Experience with DOS, Windows 9x/ME/2000/XP/Vista & Apple MacOS - Troubleshooting of Operating Systems and Internet connection issues
United States Army ReserveSenior Logistics NCO
Dec. 2020 - Jul. 2022Caserma Del Din, Italy & Los Alamitos, CAServed as the senior logistic advisor in the 79th Theater Sustainment Command Forward (TSC FWD); responsible for functional expertise in the areas of logistics, supply management, property book management, plan, coordinate, monitor, and execute logistics preparation, sustainment; lead, train, care for and supervise a two Soldier section to provide internal support to Support Operations (SPO) of the 79th TSC FWD who provides oversight of sustainment combat service support to the Africa Command Area of Responsibility on their contingency mission requirements. Also served as the Knowledge Management representative for the unit and Alternat SharePoint Administrator due to his professional civilian knowledge and experiences. Also coordinated with the installation IT services department to deploy 20 new workstations.
Clayton HomesService Desk Technician
Nov. 2020 - May. 2022Maryville, TNResponsibilities include:
• Perform IT Service Desk phone support for users within our Home Office and Home Centers
• Mobile device troubleshooting (iPad, iPhone, Android, Blackberry, Windows Mobile)
• Troubleshoot network connectivity issues
• Administer system accounts
United States Army ReserveOperations NCOIC, 311th Theater Support Command
May. 2020 - Nov. 2020Camp Arifjan, Kuwait* Received demands from Operations Officer and identified any shortages while validating if the equipment was on hand and prepared the corresponding Fragmentary Order (Civilian equivalent of a Performance Work Statement). * When required, coordinated with the SCIP Manager to ensure equipment and Case Codes listed were meant for the intended recipient. Ensured there were valid Part Numbers listed on the demand. * Entered and tracked all FRAGORDS and FRAGORD Modifications in the I-Tracker and prepared weekly reporting. Upon receipt for final divestment paperwork updated and closed the corresponding tracking records. * Worked with various other units and counterparts to create new equipment divestment processes that helped to ensure the transfer and divestment of over 500 million dollars worth of equipment in under four months timeframe.
* Served as the Knowledge Management NCO creating databases to track and report on over
800 million dollars worth equipment. Also managed the sections SharePoint site and assisted with the 1st Theater Sustainment Command SharePoint site conversion.
* Awarded the Army Commendation Medal
Premier Staffing PartnersIT Desktop Technician
Apr. 2019 - Jun. 2019Knoxville, Tennessee, United StatesUnbox new equipment, track new equipment by serial number, and put equipment on shelves
Set up, image, configure, troubleshoot, and install computers
Remove old equipment; remove equipment from active directory, and physical inventory.
Upgrade existing workstations from Windows 7 OS to Windows 10
Document processes, inventory, and tasks in Microsoft Excel and Ivanti Service Manager
United States Army ReserveSenior Supply Sergeant
Mar. 2019 - May. 2020Camp Arifjan Kuwait* Served as the Senior Supply Sergeant for the 115th Field Artillery Brigade and the Sustainment Cell NCOIC while deployed ISO three named operations; * Responsible for the oversight of all internal logistical operations to include: supply, maintenance, mobility, Operational Contract Support (OCS), and ammunitions, plans and executes Command Supply Disciplined Programs (CSDP) inspections; responsible for the management of Theater Property Equipment(TPE) turn-in; maintains property accountability under Global Combat Support System-Army (GCSS-A)
* Worked as the main point of contact for all Class Two orders, maintaining a budget that totaled nearly one million dollars
* Coordinated for internal personnel movement and accountability * Responsible for the readiness, discipline, development and morale and welfare for 8 Officers and 38 NCOs/Soldiers assigned to the sections.
* Awarded the Meritorious Service Medal
United States Army ReserveObserver Controller Team NCOIC / Operations NCO
Apr. 2017 - Mar. 2019Des Moines, Iowa & Fort Hood Texas, United States* Mentored, trained, and assessed deploying Army Reserve units ensuring strict adherence to safety procedures during training and live fire exercises
* Responsible for the health, welfare, professional development, and leadership of 14 Non-Commissioned Officers
* Assisted the Operations Officer in monitoring production indicators and statistics, supervised administrative processing, and analyzed regulatory guidance
* Supported six Observer Controller and Training teams by providing unit training plan technical guidance and training development for over 100 client units
* Served as the Battalion Knowledge Management Officer by reformatting and updating the Battalion SharePoint instance and developing four new team pages and five additional tracking tools
* Served as the Battalion Personnel and Physical Security Officer
GallupHelpdesk Associate
Jul. 2016 - Oct. 2021Omaha, NebraskaResponsibilities include, but are not limited to:
* Image and deploy new Windows 10 workstations.
* Supporting all office technology and equipment, including troubleshooting workstations and workstation software
* Provision access to ensure Gallup systems and data are secure
* Maintaining network equipment, including file servers, routers and switches
* Monitoring all critical business systems and applications for up-time and availability
Gavilon Group, LLCIT Support Specialist
Apr. 2015 - Jun. 2016Omaha, NEMy Responsibilities included: ● Support physical and virtual desktops and desktop applications. (VMware 5.5/XenDesktop 5.6/7.6)
● Install software, set up printers, image and deploy desktops and laptops. ● Provide basic network support to over 300 remote sites. ● Log and respond to incident and service request cases, interacting with the service customer in person or by phone, e-mail or instant messaging.
● Diagnose the nature of incident and restore service to individual as quickly as possible. When appropriate, refer case to the appropriate team / individual for resolution.
● Partner with other departments on projects and provide cross-functional application support coordination on issues and design planning for new initiatives.
RaytheonPC Field Technician
Dec. 2014 - Apr. 2015Omaha, NE• Configured Dell R420 rack servers with Server 2008 R2 SP1 and Raytheon’s Joint Environmental Toolkit program.
• Coordinated install date/time, points of contact, and network parameters with customer ensuring all project activities were properly tracked within JIRA.
• Configured server run time environment, installed PKI certificates, performed on site server installation ensuring servers were added to the domain and configured to site requirements.
• Validated settings and conducted troubleshooting utilizing Remote Desktop and the Bomgar Remote Support tool.
The Nebraska Medical CenterPC Support Specialist
May. 2012 - Aug. 2012Omaha, NE• Assisted with the deployment of 800 new workstations in support of Epic One-Chart.
• Provided level one troubleshooting for PC issues.
• Maintained asset inventory for newly deployed workstations and equipment.
• Ensured all new hardware is deployed with the proper PC image, software, and printer settings.
Best BuyCounter Intelligence Agent - Geek Squad
Sep. 2009 - Jun. 2016Papillion, NE- Assist customers with service/repair issues within the Standard Operating Platform (SOP) of the Precinct - Provides the initial contact with customers, checks in product, and runs basic tests to determine product needs and service solutions. - Facilitates the complete solution of product sales, upgrades, installations and service in the store.
- Experience with DOS, Windows 9x/ME/2000/XP/Vista & Apple MacOS - Troubleshooting of Operating Systems and Internet connection issues
PayPalProject Analyst / Merchant Solutions Team Supervisor
Sep. 2008 - Jan. 2011LaVista, NE• Managed a team of up to 22 Customer Service representatives utilizing the Avaya CMS tool to maximize productivity.
• Managed the North American Model Team Project schedule, Sharepoint Administrator, and PMO reporting
• Provided coaching to Model Team Supervisors conducting Team Learning and Team Stand-up Sessions.
• Compiled and distributed the North American Operations PPP report.
Compliance Technologies International, LLPProject Manager
May. 2008 - Sep. 2008Boston, MAMy responsibilities included establishment of a new Project Management methodology to improve software requirements gathering and product delivery; also assisted with project schedule tracking on a large tax audit for a major CTI Client.
United States Army ReserveSmall Group Instruction Leader, 9502nd Training Detachment
Sep. 2002 - Mar. 2004Topeka, Kansas, United StatesInstructed the Basic and Advanced Non-Commissioned Officer Core Course at Camp Ashland, Nebraska
United States Army ReserveSenior Instructor, 9th Battalion QuarterMaster
Sep. 1999 - Sep. 2003Des Moines, Iowa, United StatesInstructed the 92Y Unit Supply reclassification course utilizing TRADOC instructional material
TD AmeritradeProject Manager
Jan. 1998 - Dec. 2008Bellevue, NE■Provided Project Management for medium projects and or programs and maintain Project plans ■Interfaced with business owners to understand their needs and secure appropriate project buy-in/sign-off throughout Life Cycle
■Ensured functional and technical solutions are accepted by the appropriate project role prior to development
■Sought and reviewed input from cross functional team and make final decisions regarding project scope ■Identified, tracked, and resolved/escalated project issues and/or risks
■Conducted Work Breakdown sessions to ensure all team members understand project scope and individual responsibilites
■Conducted re-planning exercises to correct troubled projects to get the project and it's efforts back in control ■Practiced innovation by generating new ideas and/or new ways to implement the ideas
United States Army ReserveFirst Sergeant, 212th Transportation Company
Apr. 1986Chattanooga, Tennessee, United StatesServes as senior enlisted advisor to the commander of 212th Transportation Company with an authorized strength of 200 Soldiers. Responsible for training, administration, professional development, personnel accountability, safety, morale and mentoring of all assigned Soldiers. Sets and enforces high standards of conduct, training, professional development and physical readiness. Ensures all Soldiers in the company are proficient at Army Warrior Tasks. Assists the commander in planning, coordinating, and supervising all activities that support the unit's mission; promotes community awareness and support for the Army and its recruiting goals.
United States Army ReserveUnit / Medical Supply Sergeant
Apr. 1986 - Aug. 2000Omaha, Nebraska, United StatesMedical Supply Specialist for the 403rd MP PW Camp during Desert Shield / Desert Storm deployment. Maintain medical supplies for EPW camp consisting of over 14,000 US Military and detained personnel.
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