Aaron Waters

Experience

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  Deloitte

  Mar 2001 - Dec 2001

  Hoteling Assistant/Concierge

  Worked at the DC Office for the Consulting division providing Hoteling assistance to Consultants. This position consisted of assigning office space and re-routing telephone numbers to temporary offices for local and visiting consultants. Provided office supplies and Concierge services to Consultants and Partners. I eventually Transferred to the Federal office in Reston VA and provided the same services before leaving for a Career in Information Technology.

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  Standard Technology Inc.

  Dec 2001 - Sept 2004

  Helpdesk Technician

  Navy Marine Corps Intranet (NMCI) EDS / Pentagon. Provided over the phone as well as desktop support to end users on a variety of issues. Identified, researched and resolved technical problems. Responded to telephone calls, emails and personal requests for technical assistance. Maintained print servers. Cleared print queues and also created and repaired print queues. Created, repaired and maintained Exchange Mailboxes. Also performed Ex Merges and repaired personal folder files. Created user accounts, set permissions and added users to groups. Performed Exchange and File server Backups. Also performed exchange and File server restores. Performed LAN hardware and software installation, configuration, upgrades and maintenance on workstations, servers and other network peripheral devices. Show less

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  Applied Information Sciences

  Sept 2004 - Jun 2012

  Deputy Helpdesk Manager

  Office of the Undersecretary of Defense for Policy /Pentagon. Provided Helpdesk Management, IT Project implementation and Technical support for classified/unclassified and Top Secret systems on the OUSD(P) Network supporting 2000+ users. Setup of new users on Windows 2000 and XP workstations. Performed installation and troubleshooting of computers, Laptops, Blackberry wireless handheld devices, printers, peripherals, software packages and troubleshoot LAN connectivity problems. Provided desk side Training and basic instruction to users in the use of their systems, and supported applications. Replaced or repaired hardware, troubleshooting of antivirus software, recovering data from damaged or failed hard disks, resolved compatibility issues and installed new or upgraded hardware and software. Performed daily office visits to the Offices of the Under Secretary of Defense for Policy and the Principal Under Secretary of Defense offices. Performed CAC pin resets, Troubleshooting CAC login and CAC web access issues. Issued and tracked laptops and other travel equipment. Setup VPN and troubleshooting VPN and dial in issues. Provided support for VTC’s such as creating Conference rooms on the Codian bridge, dialing into meetings, setup presentations and troubleshooting any issues. Assisted in Managing helpdesk personnel, Created and tracked the progress of tickets in the Remedy Tracking System, Attended management meetings, resolved personnel issues and conducted Interviews of potential helpdesk candidates. Provided BES support such as creating, modifying and troubleshooting user accounts and also troubleshooting Blackberry issues Show less

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  NOVA Corporation

  Jun 2012 - Sept 2015

  Helpdesk Manager

  Managed a team of Help Desk Tier 1/Tier 2 Technicians that provided 24x7x365 phone and Desk-side support for the Secretary of Defense, Deputy Secretary of Defense and their staff (400+ users). Ensured Trouble Ticket response and resolution adhered to agreed upon SLA's. Analyzed Metrics, Trends and Patterns of Business Activity to find ways to improve the Help Desk by coordinating additional training, creation of SOP's, Resource Allocation, Knowledge Management and changes to policies and procedures. Coordinated prompt responses to VIP Issues, System Outages and Travel issues after hours and weekends. Provided Weekly reports to include ticket creation and resolution for Standard, VIP and Travel incidents. Ensured Contractual Deliverables were being met in a timely manner while providing a Monthly status report. Conducted regular meetings with Help Desk staff to ensure constant communication and feedback is being achieved. Coordinated and executed Projects such as Windows 7 upgrades, MS Office upgrades and McAfee HIPS Upgrades. Also acted as a Problem Manager often providing quick workarounds, analyzes trends, performs root cause analysis, documenting known errors and providing long term solutions. Show less

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  Tuva, LLC

  Sept 2015 - Oct 2015

  Helpdesk Manager / Mobility Engineer

  Managed a team of Help Desk Tier 1/Tier 2 Technicians that provided 24x7x365 phone and Desk-side support for the Secretary of Defense, Deputy Secretary of Defense and their staff (400+ users). Ensured Trouble Ticket response and resolution adhered to agreed upon SLA's. Analyzed Metrics, Trends and Patterns of Business Activity to find ways to improve the Help Desk by coordinating additional training, creation of SOP's, Resource Allocation, Knowledge Management and changes to policies and procedures. Coordinated prompt responses to VIP Issues, System Outages and Travel issues after hours and weekends. Provided Weekly reports to include ticket creation and resolution for Standard, VIP and Travel incidents. Ensured Contractual Deliverables were being met in a timely manner while providing a Monthly status report. Conducted regular meetings with Help Desk staff to ensure constant communication and feedback is being achieved. Coordinated and executed Projects such as Windows 7 upgrades, MS Office upgrades and McAfee HIPS Upgrades. Also acted as a Problem Manager often providing quick workarounds, analyzes trends, performs root cause analysis, documenting known errors and providing long term solutions. Show less

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  Abile Group, Inc.

  Oct 2015 - now

  Quality Assurance Manager

  Provides Quality Assurance and Service Level Management for an Enterprise team that supports 4000+ users. Oversee the maintenance and monitoring of Service Level Agreements (SLAs), Specific Performance Indicators (SPIs) and Contract Data Requirement Levels (CRDLs). Create and manage multiple reports using BMC Analytics software. Document and improve IT processes and aligning them with ITIL Best practices. Report weekly, monthly, semi annual and annual reports to the Government Contracting Officer's Representative (COR) and Program Manager (PM). Create Standard Operating Procedures (SOPs)and workflows to document important IT Processes and procedures. Create Presentations which include metrics and justification for Contract Award Fee meetings. Show less