Wesley Riley

Experience

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  Food Lion

  Oct 2009 - Jun 2011

  Sales Associate
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  Christopher Newport University

  May 2010 - May 2014

  Managed and escalated tickets through the Christopher Newport University incident acknowledgment system to quickly resolve client issues.Assists faculty, staff, and students with hardware and software technical issues in campus classrooms, University-owned computer labs and workstations, as well as personal computers and tablets.Account management experience for 4,000+ students and 1,000+ employees. Includes password verification and resets, software licensing support for Microsoft Office products, statistics reporting, Windows software, and others. Team member on various projects including Server hardware maintenance, wireless access point installation, fiber optic cable installation, computer lab set up and computer imaging, audio visual equipment set up, as well as desktop technician hardware support. Show less

  • IT Services Student Staff

    May 2013 - May 2014

  • Circulation Desk Assistant

    Jul 2012 - May 2014

  • Student

    May 2010 - May 2014
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  Play It Again Sports

  Oct 2010 - May 2013

  Sales Associate
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  Best Buy

  May 2014 - Jan 2016

  Geek Squad Consultant

  Effectively utilizes the Geek Squad ticketing system in order to organize and escalate client data.Expertly perform hardware and software installs on a multitude of devices including PCs, Cell Phones and Tablets. Awarded top agent for Quarter 3 of 2015. Received highest customer approval rating on knowledge and assistance. Provides reliable customer service to clientele as a help desk team member. Examples of instruction include training on Microsoft Products, and navigating a Windows, Macintosh, or Android O.S. with ease. Trains new-hire help desk agents via online lectures and first hand demonstrations on both hardware and software.Instructs clients on how to use the various technologies available for purchase and use in their everyday life from Best Buy, Inc.Assists in the development of technical skill sets for each client, giving them practical knowledge for use with their personal devices.Assembly and disassembly of client computers and tablets on a daily basis. Continuing education on computer hardware in regards to processors, ram, dedicated graphics, wireless cards, motherboards, and accessories. Show less

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  Phacil, Inc

  Feb 2016 - Aug 2017

  Effectively communicate with customers to provide well executed and proper guidance.Thoroughly explore and analyze data to provide solutions that resolve issues experienced via software and hardware at posts around the globe. Assist in the resolution of Critical incidents and high priority issues to ensure accuracy and timeliness of incident management via the Remedy Ticketing System and Active Directory. Instructs clients on how to use the various technologies available in their everyday tasks for passport and visa application and verification. Support clients through a sound knowledge of the applications utilized at posts around the world through a sound foundation provided by Phacil’s Application training program Show less

  • Desktop Support Technician Tier II

    Dec 2016 - Aug 2017

  • Technical Analyst

    Feb 2016 - Dec 2016
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  DMI (Digital Management, LLC)

  Aug 2017 - May 2020

  System Administrator

  Professionally support the Main State Department site in a fast paced and busy work environment via SCCM, Remote Desktop or Customer facing daily. Execute effectively on Moves and office relocations from tear downs to set up. This involves an extraordinary amount of customer face to face interaction, high attention to detail to customer requests and effective planning and scheduling to ensure high efficiency and minimal downtime. Effectively deploy a wider range of hardware and software to the various State Department Bureaus. I.E. Adobe DC/Pro, Office 365 and Outlook 2016, Bureau specific software for daily duties, Desktops, Switches, printers and scanners. Confidently deploy cloned images to clients that include all necessary software each individual team requires. This involves one standard image for windows seven and the new standard windows ten image created for the migration period during 2017/2018 Experienced in Admin Server and Remote Desktop Console for software install/configuration support as well as Customer account and data management through windows shared drive and mapping support. Expertly utilize active directory to provide account modifications, additions, itemizations and categorization of client accounts Proficiency with services support for virtual environments for end user experience. Citrix based windows, and exchange account management. Experience with object creation, management and removal in active directory. Strategize and reinforce daily team activities, requests and responsibilities while leading a team of 12-15 employees during the extended abscesses of fellow team lead. This involves meetings and coordination with management, customers and delegation of tasks and organization of a highly trained team of technicians and administrators. Show less

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  ECS

  May 2020 - now

  Technical Consultant

  System admin for Atlassian Tools (ACP-600 Certified) - Jira Server/ Jira Datacenter - Confluence - Bitbucket - Bamboo - Gitlab - Creating/Managing Projects- - High level understanding of Kanban and Scrum board configurations - Able to create and manage complex workflows with validators, conditions, post functions and complex statuses - Utilize, update and trouble shoot various plugins like Advanced Roadmaps, Structure for Jira, and testing plugins like x-ray and zephyr. - Able to manage a large amount of custom fields from creation to removal from the platform as well as associated screens, schemes and issue type screen schemes - Able to create new automation with Jira Automation to effectively and efficiently automate repetitive processes within the Jira Platform - Groovy Scripting - Junior Level - Presenting: Proficiency providing small scale demos to teams utilizing Atlassian with DHS - Experience Presenting, planning and hosting 300+ attendee Community Practice sessions on latest features offered by Atlassian Confluence Product and plugins. Show less