Dave Kwit

Experience

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  Technical Micronics Control

  Mar 1998 - May 2002

  Database Administrator

  • Access Database Support / Administration• Train New Employees in the use of Databases • Hardware / Software Support• Network Troubleshooting / Repair• PC Repair

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  Amtech

  May 2002 - Apr 2005

  Desktop / Network Support

  • Refresh / Upgrade Computers• Computer Repair• Software Installation & Deployment• Network Support• Technical / Application Support

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  EMCO Technologies

  Nov 2005 - Jul 2012

  (for HP Enterprise Services / U.S. Public Sector)Responsibilities:• Contract Transition Team Member for Tier 2 Support• Create and develop support documentation and procedures• Remotely Control User’s Computers using Timbuktu to assist in software and instructional assistance• Remedy and Service Manager Trouble Ticketing Software used for creation of incident reporting, monitoring and tracking (for Lockheed Martin)• NASA Centers IT Help Desk Priority Manager• Call Queue Employee Management• Liason Between Jet Propulsion Laboratory (JPL) and Help Desk• Remote Access Administration• Remotely Control User’s Computers• Monitor Network Devices for Outages • Remedy Trouble Ticketing Software

  • Tier 2 Service Desk Analyst / NASA End User Services

    Sept 2011 - Jul 2012

  • NASA Help Desk Priority Manager

    Nov 2005 - Sept 2011
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  Hewlett Packard Enterprise, HPE, DXC

  Aug 2012 - Mar 2017

  Tier 2 Service Desk Analyst / NASA End User Services

  • Tier 2 Support• Create and develop support documentation and procedures• Remotely Control User’s Computers using Timbuktu to assist in software and instructional assistance• Remedy and Service Manager Trouble Ticketing Software used for creation of incident reporting, monitoring and tracking

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  Perspecta LLC

  Mar 2017 - Sept 2019

  Tier 2 Service Desk Analyst / NASA End User Services

  • Tier 2 technical support• Interim Tier 2 Lead (June 2017 – February 2018)• Contract Transition Team Member (NASA ODIN to ACES) • Create and develop support documentation and procedures• Remotely Control User’s Computers using Timbuktu and Bomgar to assist in software and instructional assistance• Service Manager7, and Service Manager 9 Trouble Ticketing Software used for creation of incident reporting, monitoring and tracking

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  EMCO Technologies

  Sept 2019 - now

  Technical Support Desk O365 Lead/ NEST Contract with NASA

  • Tier 2 technical support and O365 Lead• Contract Transition Team Member (NASA ACES to NEST) • Create and develop support documentation and procedures• Remotely Control User’s Computers using Bomgar to assist in software and instructional assistance• ServiceNow Trouble Ticketing Software used for creation of incident reporting, monitoring and tracking