Experience

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  Unisys

  Jan 2009 - Dec 2020

  o Monitored Defense Finance and Accounting Service (DFAS) Desktop Management Initiative (DMI) Service Desk queue via BMC Remedy and phone stats for potential SLA misses in real-timeo Report analysis as well as compilation, updating and collaboration on training and knowledge (KBA) material geared towards service level management/delivery and process improvemento Preparation and delivery of weekly and monthly status reports to DFAS client managemento Assisted with daily Incident Management and PMO Program Management duties as neededo Served as onboarding lead for new Service Desk personnelo Provided technical training to new Service Desk Agentso Updated and collaborated on agent training materialso Help File content/processes and Standard Operating Procedure (SOP) creation and managemento Knowledge (KBA) creation and lifecycle management geared towards both internal Service Desk as well as client-facing self-help audiences.o Assisted with Change Management - RFC creation to manage requested and required updates and changes geared towards continual service improvemento ServiceNow Knowledgebase lifecycle and procedural guidance management Show less o Provided telephone as well as remote technical support to DFAS, TSA as well as internal Federal account users relating to various COTS and GOTS applicationso Tracked incident tickets via Peregrine ServiceCenter, BMC Remedy and Remedy ITSMo Troubleshooting and resolution of desktop issues pertaining to Microsoft Operating Systemso Served as technical trainer to new Service Desk agents, and assisted with onboardingo Updated and collaborated on agent training materialso Escalation and management of high-profile incidents/tickets as assigned by upper management Show less

  • Senior Business Support Analyst

    Jun 2016 - Dec 2020

  • Senior Tier II Service Desk Agent - Federal Programs

    Jan 2009 - Jun 2016
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  Saic

  Dec 2020 - Jul 2022

  Knowledge manager

  o Prior Knowledge Manager supporting the SAIC US Army EITaaS program 2021 - 2022o Senior Technical Services Analyst/Knowledge Manager on the SAIC DISA program 2020 - 2021o Help File content/processes and knowledge creation/management via MS OneNote and ServiceNowo Technical Writingo Update technical training and knowledge material geared towards service level management and continual service improvement for several DoD Fourth Estate agencies o Assist with daily Incident Management and Program Management duties as neededo Possesses active Secret security clearance with top secret eligibility.o CompTIA Security+ certified o ITIL v3 certified Show less

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  Asrc federal

  Mar 2023 - now

  It technical writer