Compton357@gmail.com ▪   240-321-0694

Accomplishments

·                Promoted to Resource and Capacity Management Administrator within the first twelve (12) months of employment with IBM

·                Promoted to Service Desk Floor Lead within the first six (6) months of employment with IBM

·                Supported three (3) federal contracts during the same period of time

·                Completed certifications for CompTIA Network+, and Security+

·                Have an Active Secret level, and Interim Top Secret level Clearance

·                Earned the rank of Eagle Scout from the Boy Scouts of America

Professional Experience

Tier I Helpdesk Specialist and Metrics Analyst– Defense Information Systems Agency, through NOVA Corporation ▪ November, 2014 – Present

·                Gather, analyze, and consolidate data from Remedy and Cisco reporting tools to accurately report critical data concerning Tier I agent performance and Helpdesk SLA metrics to Client and NOVA leadership

·                Responsible for pulling the daily Agent Report, which summarizes the performance metrics for each agent

·                Responsible for the daily Operations Report, which summarizes the daily workflow of tickets and compliance to contract SLAs

·                Assist with secure system engineering, including system/security requirements analysis and secure system definitions

·                Provide phone support to customers with information technology related issues and incidents to include; email, organizational units in Active Directory, Microsoft Office applications, and other miscellaneous GOTS and COTS applications

 

Resource and Capacity Management Administrator – IBM ▪ June, 2014 – September, 2014

·                Reported directly to Global Business Services Division 16 leadership and IBM core leadership

·                Performed a wide array of administrative and operational support duties, including reporting and analysis functions for internal public sector clients

·                Created and maintained records, staffing plans, and bench reports for GBS Division 16

·                Assisted with utilization forecasting, and execute regular and ad hoc resource management reporting for GBS Division 16

·                Provided and developed detailed reports outlining workload management , resource availability, and GBS Division 16 utilization 

 

Service Desk Analyst – Federal Infrastructure Management System, through IBM ▪ December, 2013 – June, 2014

·                Real time ticket entry  by utilizing, monitoring, managing ticketing systems, and shared inboxes

·                One of the first Analysts selected to support the contract

 

Service Desk Floor Lead – United States Agency for International Development, through IBM ▪ October, 2013 – June, 2014

·                Developed and published Knowledge Management documentation to provide vital information to the analysts supporting our client.

·                Performed real time ticket entry  by utilizing, monitoring and managing ticketing systems

·                Acted as a liaison between customers and technical staff (SMEs, Tier leads, Government Duty Officers, etc.) to communicate and provide a resolution to; major incidents, issues, problems, and questions affecting a large amount of customer as determined in the Major Incident Management SOP

·                Acted as the Service Desk Major Incident Manager, with an intimate knowledge of the Major Incident process

·                Learn to be proficient in technical writing and assisted in process changes and SOP updates which were presented to the Client

·                Worked independently, and in leadership discussions to improve processes (Major Incident Management, Quality Assurance, Utilization, SLA and SLO performance, etc.)

 

Service Desk Analyst – United States Department of Agriculture, through IBM ▪ June, 2013 – June, 2014

·                Contributed to the success of the contracts SLAs and SLOs

·                Worked with each customer on an individual to provide first call resolution above 85%

 

Information Technology Specialist – Vacation Surfing Inc. & Silicon Travel LLC. ▪ June, 2011 – June, 2013

·                Supported over 3000 customers

·                Was the sole point of contact for all customer service issues, repairs, and installations between the hours of 1400 - 1900

·                Worked with each customer on an individual basis to provide ideal internet and cable solutions for their property

·                Provided on site internet and cable installation, troubleshooting, and repair support

·                Managed a database of customer information, in field equipment, and upcoming installations

·                Worked to develop new products and customer interfaces to increase market penetration

Professional Skill Sets

·                Microsoft Operating Systems (Windows 7, XP, Server 2003, Server 2008); Experience includes the installation and maintenance of the listed operating systems

·                Troubleshooting, imaging, recovery, and installation of enterprise desktops and laptops

·                Troubleshooting, installing, and updating of the following software:

·                Adobe Suite (Acrobat, Photoshop, etc.), Microsoft Office (2003, 2007, 2010), Mozilla Firefox, Google Chrome, Java, Cisco Jabber, RSA Tokens, Microsoft Outlook (2007, 2010), and other applications not listed.

·                Expert level experience in using the following software: BMG Remedy, Remote Desktop, RSA, Active Directory and Group Policy, Microsoft Office Applications (Excel, Word, PowerPoint), Microsoft Outlook (2007, 2010), and other applications not listed.

·                Proficient in technical writing

Education

CompTIA Network+ CE – COMP001020048683 ▪ 2012

Verify at: http://verify.CompTIA.org

Code: NVLB7F3CRPF4KQLV

CompTIA Security+ CE – COMP001020048683 ▪ 2012

Verify at: http://verify.CompTIA.org

Code: K0C1Y1Y1RGE15MKZ