Open To Work
Cody Flanagan
Downers Grove,IL
Summary
Experienced IT Support Agent dedicated to providing exceptional customer service and resolving technical issues across a wide range of computer systems. With 6 years in the field, committed to advancing career and expanding expertise in IT support. Passionate about leveraging skills to deliver efficient solutions and enhance user experience in a dynamic work environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
System Admin for the NRC
Leidos
Naperville, IL
09.2022 - Current
- Tier 2 Lan Admin assistant to NRC employees working in the Region 3 office.
- Perform software, hardware troubleshooting, and account assistance in office and remote settings using Bomgar and Active Directory.
- Assisted end users and other technicians with the transfer from Remedy to the Service Now ticketing system.
- Assisted branch admins with hard phone upkeep, login, and in some cases switching from hard phone to softphone software.
- Created and implemented plans to successfully complete the IT portion of Region 3’s office move from Lisle, IL to Naperville, IL. This included the breakdown and packaging of IT equipment in the Lisle office and setting up IT equipment for the end user work stations in the Naperville office.
Service Desk Agent Tier 1/2 for the DOJ
Leidos
Clinton, MS
02.2021 - 09.2022
- Tier I help desk support over the phone and email for the DOJ Service Desk JMD and ATR Components which helps oversee accounts and information for many other components within the DOJ.
- Performed troubleshooting for many websites and systems including using SCCM servers to assist users remotely and helping users access and use O365. The DOJ components use and help handle account management/first-time login of its users.
- Made additions to or corrected errors with mailboxes using EAC and Account Issues using Active Directory.
- First to respond on outages, troubleshooting with higher tier staff to find the route cause and solutions/workarounds for End Users.
Service Desk Agent Tier 1 for the DOJ
Apex Systems (Leidos)
Clinton, MS
02.2020 - 02.2021
- Tier I help desk support over the phone and email for the DOJ Service Desk JMD Component which helps oversee accounts and information for many other components within the DOJ.
- Performed troubleshooting for the many websites and systems the DOJ components use and helps handle account management/first-time login of its users.
- Helped develop an online training method due to the COVID 19 Crisis making in-person training impossible.
IT Advisor
Linked Logistics, LLC
Madison, MS
03.2019 - 03.2020
- General IT Support, including desktop/workstation support (HW/SW install, maintain, update; ticket support, account and access management, etc.)
- Website maintenance and administration, file transfer and network management
- Saved more than $10,000 securing a data breach and instituted a new information security policy.
Deckhand
Magnolia Marine Transport
Vicksburg, MS
10.2018 - 03.2019
- Maintenance, painting, cleaning, lifting lines and other heavy objects
- Built and broke tow, occasionally using hard rigging
- Navigated to and through twenty locks, connected and disconnected one hundred hoses from barges, aided in maintaining ship, barges, and delivery of product during the 2019 Polar Vortex.
Maintenance
Hampton Inn and Suites
08.2014 - 07.2016
- HW/SW Maintenance supporting numerous endpoints (desktop, laptops, tablets, networking equipment, printer/fax/scanners, AV equipment). Documented service requests, installations, removals, and change requests along with inventory and equipment status.
- Facilities Management supporting HVAC and cabling. Maintained air conditioning units for guest rooms, network room, and staff areas. Checked and replaced wiring, programmed AC units, managed power and backup power supplies.
- Organized setup for functions on property, floor plans, catered events, and ensured equipment worked for guest functions.
Education
No Degree -
Mississippi State University
Starkville, MSAssociate of Arts - Liberal Arts
Hinds Community College
Raymond, MS05-2016
Skills
- Strong interpersonal communication and presentation skills to diverse audiences
- System upgrades
- System monitoring
- Technical support
- System updates
- Remote Access
- Windows administration
- Software installation
- Desktop troubleshooting
- Network troubleshooting
- Hardware and software installation
- IT documentation
Certification
- Axelos – ITIL 4 Foundation in IT Service Management, February 2023
- Coursera – Google IT Support Professional Certificate, January 2020
Accomplishments
- Just over one year after accepting my current System Administrator job I was thrust into acting as the Senior System Administrator for the Region since my previous lead quit taking with him more than twenty years of experience. Not only did I manage, I excelled, continuing to learn my position while I managed all issues that arose and trained the new System Administrator upon his arrival months after operating alone.
- Resolved product issue through consumer testing.
- Documented and resolved issues with one of our new hardware machines during a machine refresh which led to the hardware getting the proper support it needed from the Vendor to be efficient.
- I received a personal Memo of Appreciation from the NRC's Jr. Director of Office of Investigations for my expedient handling of installing a new version of recording software on the devices of the Region 3 Office of Investigation members.
- Assisted with the Region 3 NRC office move from Lisle IL to Naperville IL. Due to my planning and coordination with the team we were able to constantly stay ahead of schedule on the IT side.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
System Admin for the NRC
Leidos
09.2022 - Current
Service Desk Agent Tier 1/2 for the DOJ
Leidos
02.2021 - 09.2022
Service Desk Agent Tier 1 for the DOJ
Apex Systems (Leidos)
02.2020 - 02.2021
IT Advisor
Linked Logistics, LLC
03.2019 - 03.2020
Deckhand
Magnolia Marine Transport
10.2018 - 03.2019
Maintenance
Hampton Inn and Suites
08.2014 - 07.2016
No Degree -
Mississippi State University
Associate of Arts - Liberal Arts
Hinds Community College