Dane Garland

544 Cantebury Park Lane ¨ Ponder, TX 76259 ¨ Phone: 940.367.4714 ¨ dgarland8@gmail.com

Technical Support Analyst

¨       Dedicated and versatile professional with diverse experience in management, communications and technical support in the airline industry seeks to utilize his expertise in a challenging position that allows for the opportunity to grow and enhance the company’s success.

¨       Demonstrated leader with excellent customer service and client relations abilities to ensure positive internal and external customer service; works well independently or as a dependable and respected team leader and motivator who will coach and mentor staff to encourage development and good customer relations.

¨       Self-motivated professional with a proven history of growth and adaptability in meeting and exceeding whatever challenges were encountered, always ensuring success in business and the highest quality in work ethic.

¨       Willingness Volunteer to focus groups and committees to improve overall work environment and customer service experience.

¨       Highly skilled professional with extensive knowledge and understanding of flight operations computer systems including problem resolution and maintenance who has a strong desire to learn new procedures to improve and streamline the company goals.

¨       Expertise in project management and multi-tasking plus a professional who manages resources effectively and works efficiently in fast-paced environment while prioritizing responsibilities to meet management deadlines.

¨       Computer Proficiency: Microsoft Office XP, 2000, 2010: Word, Excel, Visio, PowerPoint; Outlook 2007, 2010 Adobe Dreamweaver Application, Maximo Application, Citrix Platform, Junos-Pulse, WinMagic firewall.

§    Computer Systems §    Network Management §    Problem Resolution / Maintenance

§    Customer Service §    Report Documentation Management §    Training & Development

§    Project Management §    Database Management §    Team Leader / Motivator

 

▪ ARINC Communications & Reporting▪ Aircraft Routing & Tracking System▪ Fuel Management System

▪ Administrative Message Switching▪ Flight Planning System▪ Load Planning System

▪ Field Maintenance Workload Control▪ Dispatch Environment Control System▪ Cabin Service System

▪ Flight Maintenance Reporting System▪ Ramp Service Information System▪ Cargo Loading Planning

▪ Employee Profile Record System▪ Flight Information Message Interface▪ Weather System

▪ Engine Monitor Log System▪ Flight Data Display System▪ Out of Service System

▪ Flight and Traffic Statistics▪ Minimum Equipment List▪ Takeoff Power System

▪ Special Equipment List

 

§ DeVry University – Bachelor of Science in Computer Information Systems – Expected in 2015

 

§ Bryan Institute – Computer Repair Technician Certification    1990

 

§ Obtained Secret level security clearance from the Department of Defense (DOD), Transportation Security Administration ( TSA)                                                                                         2013

 

 

 

Dane Garland

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FEMA/ACT – Denton, TexasJan 2014 to Present

Information Technology Specialist- Level 1

§ Responding, and ensuring the complete resolution of any help center calls. Supporting all technical aspect. Directly supporting the disaster victims with online filling for assistance, and any other IT related FEMA support issues.   

§ Preforming as time Team Lead responsible for time off requests, time sheets, and performance reviews.

§ Planning and overseeing hardware and/or software instillation. Analyzing configuration management processes and procedures to insure software effectiveness.            

§ Training of new employees and assisting current employee team members.

§ Customer support resolving requests involving integration and configuration related issues.

§ Establishing an effective working relation in a multi-culture environment.

§ Support system for a wide variety of platforms such as, operating systems, applications, and desk top configurations. Identifying break down problems using structured resolution approaches. Working directly with network specialist, application developers, and security specialist to prevent recurring issues.

§ Serving as liaison between customers and vendors to resolve upgrading and maintenance problems within the FEMA center applications, and online disaster victim support related programs. Ensuring technical conformance to customer program requirements, and agency policies involving technology development and/or modernization efforts.

§ analyzing and adjust configuration parameters to maximize efficiency; using software or hardware tools; developing plans or specifications for carrying out proposed applications and program interrelationships as they pertain to configuration management.

§ Investigate malfunctioning PCs, workstations, and associated hardware to isolate defective parts or determine whether inappropriate logical configurations are causing malfunctions; determining and carrying out the most effective actions for immediate remedy; recommending to management the most feasible solution from a cost benefit standpoint.

§ Ensuring proper documentation of technical data generated for the assigned projects and/or tasks consistent with engineering policies and procedures.

§ Troubleshooting, testing, and documenting network hardware including WAN routers, LAN routers, and modems.  Maintain continued integrity of the network.

§ Providing support and assisting in the development, configuration, installation and maintenance of a local area network (LAN) in fixed facilities and Disaster Support Centers, performing routine network configuration management functions.

§ Interpreting IT policies, standards, and guidelines; conducting analyses and recommending resolutions of complex issues affecting the specialty area.

§ Responsible for ensuring the installation, upgrades of software and hardware using standard packages.

§ Supporting installation assembly and configurations of computers, monitors, and network infrastructure and peripheral devices.

§ Identifying problems, determining accuracy and relevance of information; using sound judgment to generate and evaluate alternatives, and to make recommendations.

§ Responsible for implementation and maintaining business timekeeping systems in Deltek.

§ Displayed the ability to communicate effectively through speaking as well as in writing

§ Accountable for the directing the information and data integrity of the enterprise and its groups and all information technology functions of the enterprise.

§ Experience with enterprise Blackberry integration and support of Blackberry Enterprise Server.

§ Experience on Symantec Enterprise Vault.

§ Maintaining standard operating procedures and providing appropriate dissemination in a timely manner.

§ Developing and implementing network group security policies and deploying appropriately. Ensuring vulnerabilities are remediated on network devices. Developing network security scan procedures and timelines to ensure the latest securities patches are in place utilizing windows systems updates.

§ Ability to adapt, integrate, and modify existing programs or vendor-supplied packaged

programs for use with existing information systems.

 

 

 

Siemens Government Technology- Richardson, TX                                                      Feb 2013 to Jan 2014

Help Desk Agent – Technical Support

§ Performing technical for ASE related requests and problems.

§ Provide support service and assistance for client issues including: functionality support and resolution, technical support, work status updates.

§ Accept, validate, and log calls from authorized clients.

§ Fully document all calls, including all resolution steps.

§ Set expectations by notifying call originator of call status, including general updates, action plan, next steps, and call closure.

§ Track calls to ensure that responses are timely and escalated in accordance with established escalation procedures.

§ Identify fixes and follow the KPI process to support the company’s Quality Program.

§ Follow documented support procedures at all times.

§ Utilize support system/ tools and technical/ functional knowledge to remotely resolve a customer problem.

§ Ensure the customers entitlement of services, remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer’s problem that has not been escalated.

§ Work directly with the customer to understand the problem, and/or escalate a problem to other analysts (e.g. support specialists) to help facilitate the resolution of a problem.

 

 

American Airlines – Ft. Worth, TXJul 1990 to Feb 2013 Flight Operations Systems Control Analyst

§ Responsible for operational functionality of daily flight operations including terminal systems; updating of performance files for aircraft fleet; oversight of airline entries and maintenance of rejection queue.

§ Maintenance of validations and initializations for crew member sequences and schedules.

§ Retrieval and oversight of airline systems information including analysis of operations performance and problems from a user’s perspective to ensure problem resolution after evaluation of urgency and impact of identified problem.

§ Maintenance of integrity of database by ensuring accuracy of data entry, modification of system records and performing non-routine data by FOS.

§ Production and distribution of scheduled reports including Morning Situation Report for System Operation Control, Executive Summary Report and RES/DECS Discrepancy Report.

§ Management of special requests and monitoring of over fifty custom applications to enter information into FOS or information gathering for reporting; process all rejected messages from FOS.

§ Maintenance, Installation and Implementation of all apple Ipad devices, plus support of numerous other desktop and laptop devices.

 

 

 

 

 

 

REFERENCES AVAILABLE UPON REQUEST