DANIEL SARAVIA
Gainesville,VA
Summary
IT Support Specialist and Team Lead with 10+ years of experience in technical support, service desk operations, and end-user assistance. Proven ability to resolve complex IT issues, manage incident queues, and ensure SLA compliance. Skilled in troubleshooting, knowledge base management, and customer service. Strong background in team collaboration, process improvement, and IT operations. Certified in CompTIA Security+ CE and ITIL v3 Foundation with a solid understanding of cybersecurity and IT service management frameworks.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr. ServiceNow Application Support Specialist
ICF International
Remote, VA
03.2022 - Current
- Lead Service Desk operations for deployed ServiceNow applications, ensuring optimal performance, availability, and user experience.
- Escalate unresolved or high-impact issues to appropriate support teams, collaborating across departments to drive issues to final resolution and ensure service continuity.
- Deliver high-quality Tier 1 & 2 support via phone, email, and Microsoft Teams, troubleshooting technical issues related to custom and off-the-shelf applications in a remote/hybrid environment.
- Diagnose and resolve application issues by applying systematic troubleshooting techniques and effectively guiding users through solutions.
- Manage and prioritize incident and service request queues in alignment with established SLAs, ensuring timely and consistent resolution.
- Conduct detailed post-resolution follow-ups to confirm issue closure and maintain user satisfaction.
- Develop and maintain comprehensive knowledge articles in the ServiceNow Knowledge Management module; proactively identify and close documentation gaps.
- Document and communicate timely status updates to end-users, providing clear expectations and continuous support throughout the incident lifecycle.
Sr. Technical Support Specialist
General Dynamics IT
Remote, DC
11.2020 - 03.2022
- Provide technical assistance to users experiencing network connectivity issues, ensuring consistent access to resources and maintaining 100% network uptime across local and remote environments.
- Troubleshoot and resolve issues related to proprietary databases, software applications, and configuration controls, minimizing downtime and supporting business continuity.
- Deliver remote technical support for system anomalies, file server access, directory services, and email functionality, ensuring timely resolution and user productivity.
- Support standard Windows desktop environments and custom applications, addressing compatibility, configuration, and performance issues across various platforms.
- Document support activities, resolutions, and recurring issues, contributing to knowledge base development and enhancing the efficiency of future incident handling.
- Collaborate with internal teams and escalate complex issues when necessary, ensuring effective root cause analysis and long-term problem resolution aligned with service delivery standards.
Sr. I.T. Specialist
Canda Solutions
Washington, DC
01.2019 - 10.2020
- Provide weekly ServiceDesk metrics using PowerBI.
- Monitor network and IT resource availability via SolarWinds.
- Resolve OS, hardware, and network issues.
- Support USSS proprietary systems to ensure 100% confidentiality, integrity and availability.
- Assist users with access and network issues to ensure 100% connectivity.
- Assist users with issued proprietary software, hardware and processes.
- Monitor network and IT resource availability via SolarWinds.
- Continued assessment of network infrastructure to ensure scalability.
- Participate in outage conference calls as required.
- Conduct User Acceptance Testing (UAT) with II service lines.
Sr. Technical Support Specialist
GDIT/CSRA/SRA
Washington, DC
07.2016 - 12.2018
- Assist users with Network issues to ensure 100% Network Connectivity.
- Assist users with issued proprietary databases, software, software configuration control and systems.
- Conduct User Acceptance Testing (UAT) with IT service lines.
- Provide remote support (using Dameware, when required) to general users in the areas of file servers, system anomalies, email, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors.
- Monitor network and IT resource availability via SolarWinds.
- Resolve OS, hardware, and network issues.
Network / Systems Administrator
CACI
Alexandria, VA
11.2015 - 07.2016
- Manage & Administer Juniper/Cisco Routers & Switches to include network bandwidth throttling, network bottlenecks, SNMP Polling/Trapping & port management.
- Assist users with Network issues to ensure 100% Network Connectivity.
- Conduct User Acceptance Testing (UAT) with IT service lines.
- Assist users client issued proprietary databases, software, software configuration control and systems.
- Provide remote support to general users in the areas of file servers, system anomalies, email, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors.
- Monitor network and IT resource availability.
IT Lead
Hands of Mercy
Fairfax, VA
05.2014 - 11.2015
- Manage day-to-day operations of all IT related activities.
- Monitor network and IT resource availability.
- Schedule upgrade/maintenance for IT infrastructure.
- Resolve 105/Windows, hardware, and network issues.
- Ensure out of scope requests are appropriately documented & communicated to upper management.
NOC Technician / Administrator
GDIT/DMI Inc.
Alexandria, VA
09.2011 - 05.2014
- Mainframe Support, to include software installation, Add/Delete/Maintain User Profiles, and Monitor System Performance.
- Manage & Administer Juniper/Cisco Routers & Switches to include network bandwidth throttling, network bottlenecks & port management.
- Support Server (including Exchange and Active Directory), VOIP, Transport and SAN related system Incidents and Service Requests.
- Monitor escalated issues and Incidents and Services to ensure appropriate team participation.
- Ensure out of scope requests are communicated to upper management.
- Interface with Mark Center O&M and handle customer escalations to ensure high levels of customer satisfaction.
Education
Bachelor of Science - Computer Information Systems
Capella University
Virtual, VA12-2027
Skills
- Atlassian tools: Jira and Confluence
- Operating systems: Mainframe, Windows, Apple iOS
- Cloud services: O365, Azure, Slack, Keycloak
- Leadership and team collaboration
- Project and task management
- Complex problem-solving
- ServiceNow and knowledge management
- SCSM and Dameware expertise
- SolarWinds proficiency
- Technical support
- Incident management
- Application troubleshooting
Certification
- CompTIA Security+ CE
- ITIL V3 Foundation Certification
Languages
Spanish, Native/Bilingual
Languages
Spanish
Native/ Bilingual
Timeline
Sr. ServiceNow Application Support Specialist
ICF International
03.2022 - Current
Sr. Technical Support Specialist
General Dynamics IT
11.2020 - 03.2022
Sr. I.T. Specialist
Canda Solutions
01.2019 - 10.2020
Sr. Technical Support Specialist
GDIT/CSRA/SRA
07.2016 - 12.2018
Network / Systems Administrator
CACI
11.2015 - 07.2016
IT Lead
Hands of Mercy
05.2014 - 11.2015
NOC Technician / Administrator
GDIT/DMI Inc.
09.2011 - 05.2014
Bachelor of Science - Computer Information Systems
Capella University
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