Bevan T. John
Casa Grande,USA
Summary
Accomplished IT professional with extensive experience in supervising and leading IT support operations within government agencies. Proficient in overseeing hardware and software installations, configurations, troubleshooting, and maintenance. Skilled in managing customer service requests through efficient tracking and ticketing systems, ensuring timely and effective resolutions. Committed to enforcing information security and assurance policies to safeguard organizational assets.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Field Technology Officer
Homeland Security (U.S. Customs and Border Protection)
10.2024 - Current
- Series: 2210 Pay Plan: GS Grade: 12 Step 2
- Field Technology Officer (This is a federal job)
- Duties, Accomplishments, and Related Skills
Supervisory IT Specialist Branch Chief
National Park Service (Business and Technology Office)
Intermountain Region Serving Arizona, Colorado, Montana, New Mexico, Oklahoma, Texas, Utah and Wyoming
10.2023 - 10.2024
- Series: 2210 Pay Plan: GS Grade: 12 Step 1
- Supervisory IT Specialist Branch Chief (This is a federal job)
- Duties, Accomplishments, and Related Skills
- Lead a team of IT specialists in delivering comprehensive technical support services to regional office staff, ensuring seamless operations and minimal downtime.
- Oversee the installation, configuration, and maintenance of hardware and software systems, aligning with organizational standards and user requirements.
- Manage a centralized tracking system for customer service requests, achieving a high-resolution rate within established service level agreements (SLAs).
- Develop and conduct training sessions for staff on new technologies and best practices, enhancing overall technical proficiency and productivity.
- Enforce information security policies and procedures, conducting regular audits to ensure compliance with federal regulations and protect sensitive data.
- Collaborate with cross-functional teams to identify and implement technology solutions that address unique customer needs and improve service delivery
- Supervised a team of Tier 1 and Tier 2 support technicians, providing guidance and oversight for daily IT support operations across multiple departments.
- Implemented ITIL-based processes and a ticketing system to streamline incident management, resulting in significant improvements in response and resolution times.
- Coordinated the deployment and maintenance of hardware and software solutions, ensuring alignment with organizational goals and user needs.
- Managed databases related to support requests, analyzing trends to identify areas for improvement and optimize resource allocation.
- Collaborated with internal and external stakeholders to plan and execute IT projects, ensuring successful implementation and user adoption.
- Provided technical support to end-users, diagnosing and resolving hardware and software issues in a timely manner.
- Assisted in the installation and configuration of IT equipment, ensuring compatibility with existing systems and adherence to security protocols.
- Participated in the development and delivery of training materials, enhancing user understanding of IT systems and applications.
- Collaborated with team members to identify recurring technical issues and contributed to the development of long-term solutions.
IT Specialist CustSpt
Department of Veterans Affairs
PHOENIX, AZ
05.2019 - 10.2023
- Hours per week: 40
- Series: 2210 Pay Plan: GS Grade: 11 Step 2
- IT Specialist CustSpt (This is a federal job)
- Duties, Accomplishments, and Related Skills
- Assisted customers in troubleshooting network connectivity issues involving network devices, including firewalls, routers, and switches.
- Utilize customer service skills via calls, emails, and chat.
- Working knowledge of LAN and WAN technologies.
- Perform network operations center tasks that include interacting with carriers and ISPs to troubleshoot issues involving circuits or DIDs.
- Conduct firmware upgrades on EdgeMarc routers.
- Troubleshoot and set up EdgeMarc routers.
- Troubleshoot and set up Cisco switches
- Troubleshoot and set up Cisco Wireless Controllers
- MDF and IDF rack set up and installs
- Configure complex call flows that include scheduling over multiple services.
- Knowledgeable of CRM platforms.
- Provision of Polycom and Cisco phones to the Broadworks platform.
- Troubleshoot connectivity, quality of service, break/fix, voice quality, and configuration (feature, services, and network) issues within the hosted VoIP environment.
- Provided a variety of IT customer support services essential to the effective performance of VA systems.
- Identified and broke down problems using structured problem resolution approaches; and worked with network specialists, application developers, and security specialists to prevent recurring issues.
- Reviewed proposed additions to the database; suggested resolutions that are most likely to be used regularly; reviewed the contents of the database regularly to clear duplicate and outdated responses; trained lower graded IT Specialists in using the database; and investigated and recommended the purchase of improved knowledge base tools and technologies.
- Provided feedback on problematic trends and patterns in technical support to team leads and supervisors.
- Diagnosed and resolved problems in response to customer-reported incidents.
- Promulgated and assured conformance with VA/OI&T security policies by de-commissioning equipment, filling out the appropriate paperwork, and following procedures to surplus outdated or damaged systems and equipment.
- Provided group and one-on-one systems/software applications training to customers as required or requested, and provided the job customer support and IT and Help Desk technical training.
- Part of a small team that handles trouble tickets for 5500+ users. Sites include Carl T. Hayden hospital, Midtown, Thunderbird, Gilbert, Northwest, Southwest, and Show Low clinics. Daily workload is 12-20 tickets a day per tech with travel.
- Assist customers in troubleshooting network connectivity issues involving network devices, including firewalls, routers, and switches.
- Workstation and laptop imaging.
- Work with outside vendors to troubleshoot issues when introducing new equipment to the domain.
- Provision of Cisco phones to the VA domain with multiple extensions, call forwarding, and softphones on the local computer.
- Maintain documentation of installations and modifications made to systems software programs.
- Fast-paced enterprise-level help desk environment while multi-tasking across multiple projects consisting of 17,000+ pieces of equipment with 5,500+ users.
- Familiar with troubleshooting Windows 10/8/7 and Macintosh PC/laptop systems, software, and printers. Systems, servers, and multiple peripheral devices.
- Provide support, implement, and manages Desktop software patching and installation.
- Software Installs, upgrades and patches.
- Assist customers in troubleshooting network connectivity issues involving network devices, including firewalls, routers, and switches.
Human Resource Specialist/ Nodel Network Operater
United States Army
Ft Bliss, TX
03.2011 - 11.2018
- Rank E-5 Seargent
- Directly supervised, trained and mentored 12 soldiers.
- Provided front line security and quick reaction force for company size elements.
- Proficient in the Windows 7 and Windows 10 OS platforms and software’s.
- Proficient in different types of network printers, copiers, scanners.
- Demonstrated ability to build, repair, upgrade, and install hardware/ software on a wide variety of OS platforms.
- Served as a front- line human resources clerk for senior leadership.
- Provided administrative support to 4 company commanders, 1SG and Executive officers.
- Maintained direct accountability and record keeping for over 240 Soldiers personal information to include SSN, addresses, medical and personal development.
- Used the gathering process to developed flowcharts using swim lane method in preparation for leadership briefings
- Assisted in the preparation of the weekly training meeting slides for senior leadership.
- Basic knowledge of TCP/IP, DNS and HTTP/s protocols and security practices
- Received promotions based on superior performance ratings.
- Deployed and field-tested various equipment’s in 5 NIE (Network Integration Evaluation).
Police Officer
Trinidad and Tobago Police Service
Port of Spain, Trinidad and Tobago
04.2001 - 11.2006
- Hours per week: Varied
- Police Officer
- IT Specialist (This is a government job)
- Duties, Accomplishments, and Related Skills
- Assist and perform as second-level support to requests from user offices and helpdesk.
- Monitor the usage and user satisfaction of applications and make recommendations for improvement.
- Have a working knowledge of emerging technologies as they develop.
- Relies on instructions and pre-established guidelines to perform the job functions.
- Have a good working knowledge of Microsoft products, wireless devices, hardware repair techniques, and networking concepts.
- General and advanced Police duties.
Education
Bachelor’s Degree - Information Technology Project Management
Arizona State University
Tempe, AZ12.2021
Skills
- Good analytical skills and ability to think in concepts
- SQL
- High-level service focused mentality in combination with excellent communication skills
- Knowledge of IT service management
- Great interpersonal and relationship-building skills with a team-player mentality
- Team player with the ability to take decisions
- Problem Solving
- Time sheet approvals
- IT Support and Troubleshooting
- Team Leadership and Staff Development
- Project Management
- Information Security and Compliance
- Customer Service Excellence
- Technical Training and Documentaion
- Adaptability
- Cloud technologies
- Managed IT in a building of over 500 end users
- Maintain harmonious and professional relationships with all departments and the Home Office
- Perform any additional duties as assigned by the Area Manager, Supervisor, Senior IT tech, and other employees
- Trusted Traveler Program card holder
- Attention to Detail
- Top Secret SCI (Inactive)
- Official Passport (Expired)
- Notary Public
Certification
- FAC-COR level I | CompTIA Net+ | Security + | Adult and Pediatric First Aid/CPR/AED |
- Commercial Multi-Engine Land (CMEL)
- Commercial Single Engine Land (CSEL)
- Certified Flight Instructor (CFI)
- Certified Flight Instructor Instrument (CFII)
- Advance Ground Instructor (AGI)
- Part 107- Small Unmanned Aircraft Systems
Additional Information
- Tier 4 High-Risk Public Trust (BI)
- Government Credit Card Holder
- Global Entry Trusted Traveler
- Top Secret SSBI (SCI) (Expired)
- Secret
- Official Government Passport (Expired)
Timeline
Field Technology Officer
Homeland Security (U.S. Customs and Border Protection)
10.2024 - Current
Supervisory IT Specialist Branch Chief
National Park Service (Business and Technology Office)
10.2023 - 10.2024
IT Specialist CustSpt
Department of Veterans Affairs
05.2019 - 10.2023
Human Resource Specialist/ Nodel Network Operater
United States Army
03.2011 - 11.2018
Police Officer
Trinidad and Tobago Police Service
04.2001 - 11.2006
Bachelor’s Degree - Information Technology Project Management
Arizona State University