Darius M. Melton
Baltimore,MD
Summary
Experienced operations professional with 10+ years of strong expertise in optimizing processes and ensuring efficient workflow. Skilled in system analysis, troubleshooting, and implementing solutions to enhance productivity. Known for fostering team collaboration and adapting to changing needs. Reliable and results-driven with focus on operational excellence and continuous improvement.
Overview
9
9
years of professional experience
Work History
Operations Engineer Team Lead
DeepSeas
12.2022 - 09.2024
- Guided, mentored, and supported a team of technical support professionals, fostering a collaborative team environment and driving continuous improvement
- Led weekly team meetings to ensure adherence to best practices and alignment with organizational goals
- Developed spreadsheets and comprehensive 'how-to' documentation for applications such as Okta, ServiceNow, SentinelOne, and Carbon Black, enhancing team efficiency and knowledge sharing
- Coordinated with cross-functional teams to align support activities with strategic objectives
- Provided technical support by addressing inquiries and resolving issues via Slack Ops support chat and the ServiceNow ticketing system
- Troubleshot complex issues under tight deadlines, prioritizing tasks effectively to minimize disruptions to ongoing operations.
Technical Support Engineer
Booz Allen Hamilton
03.2022 - 12.2022
- Analyze, test, troubleshoot, and evaluate internal user accounts and software applications
- Applications as follows: Service Now, Okta Admin, Sentinal One, Carbon Black, Sercureonix Snyper
- Collaborate with leaders across the organization to plan, develop, implement, and monitor a variety of software and hardware support activities
- Provide comprehensive technical support to internal Booz Allen Hamilton employees and respond to inquiries received slack ops support chat and service now ticketing system
- Application Integration
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Tier 2 IT Support Engineer
Amazon Web Services
05.2020 - 03.2022
- Provide comprehensive technical support to Amazon Corporate employees worldwide
- Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system
- Diagnose and troubleshoot end user computing and collaborate with appropriate technical leaders across the organization to ensure resolution
- Evaluate and manage high volume cases
- Triage and escalate any system or network outage to reduce downtime
- Provide onboarding support for new employees
LAN Support Specialist
Social Security Administration
09.2018 - 04.2019
- Analyze, test, troubleshoot, and evaluate existing network systems to support the Deputy Commissioner for Operations, the Associate Commissioner and the OEST employees
- Collaborate with leaders across the organization to plan, develop, implement, and monitor a variety of software and hardware support activities
- Perform routine PC set up installation of peripheral equipment, software installation and provide support with departmental and vendor specific applications
Desktop Support Specialist
State Highway Administration
12.2017 - 09.2018
- · Assist with Laptop / Desktop Configuration or related equipment
- · Identify the causes of networking problems, using diagnostic testing software and equipment.
- · Install and configure Tablets, Laptops, Desktops Imaging/Installs
- · Configuration of Mobile Devices (iOS) iPhone & iPad
- · Remote Desktop Connection
- · Configure security settings, password reset or access permissions for groups or individuals
- · Maintain logs of network activities and update Active Directory (Adding Users to The Correct Group) · Utilize Maximo Ticketing System
- · Utilize Virtual Machine Configuration (Dell Wyse)
- · Port Toning
- · App Volumes (By VMware) Creating a User Profile
- · VMware Horizon “6 Assigns Users to VMs & Create User Pools
Satellite Technician
Social Security Administration
11.2016 - 08.2017
- · Remote support for 1700+ SSA Office Nationwide
- · Identify the causes of networking problems, using diagnostic testing software and equipment
- · Monitor Satellite Signal Strength and Frequency
- · Troubleshoot Media Gate Routers
- · Activate, deactivate and authorize all field site receivers controlled for the integrated satellite database
- ·Perform system configuration and database backups on a regular schedule
- · Provide technical support for all equipment in the Interactive Video Training network
- · Assist the field technicians with installation and site configuration
- · Communicate troubleshooting information for the repair or placement of non-satellite equipment to a VBMS technician · Document help desk requests and resolutions using the CAPRS ticketing system
Jr Network Administrator
Meggitt Defense Systems
05.2016 - 09.2016
- · Network Cable Installation and Terminating
- · Virus and Security Software Tracking
- · Maintain the Network hardware and software
- · Backup Data Recovery
- · Install, configure, maintain and troubleshoot end user desktops
- · Windows Server (2003-2012R2)
- · Power Edge VTX configuration
- · Active Directory
- · Network Design and Implementation
- · HTML
- · Software Testing
- · Administering Network Security
- · System Upgrades of Service Packs, Hot Fixes
Desktop Support Specialist
Lockheed Martin
01.2016 - 05.2016
- · Oversee HHS building in Silver Spring 8455 Colesville Road supporting 300+ end users
- · Backup and data recovery
- · Installation of network printers and printer mapping
- · Hardware and software installs for Government Agencies
- · Remedy System
- · HHS/ITIO Imaging -
- · Install, configure, maintain and troubleshoot end user desktops
- · Troubleshoot CAC readers/PKI
- · Maintain remote access for off-site and on-site employees
- · Install, modify, and repair computer hardware and software
- · Install for new users Laptop/Desktop configuration
- · Computer asset tracking
Education
Associate of Applied Science - Information Technology - Network Systems
ITT Technical Institute
Owings Mills, MD12.2014
Skills
- Data Migration
- Cross-Functional Team Leadership
- Google Apps
- SSO
- Customer Obsession
- IOS / Android Configuration
- Slack Administration
- Remote Desktop Management
- VoIP Configuration
- Active Directory
- Windows / Mac / Linux
- VMware / Virtual Machines / Workspaces
- Cisco Any Connect VPN
- OKTA
- ServiceNow
- Staff training and development
Timeline
Operations Engineer Team Lead
DeepSeas
12.2022 - 09.2024
Technical Support Engineer
Booz Allen Hamilton
03.2022 - 12.2022
Tier 2 IT Support Engineer
Amazon Web Services
05.2020 - 03.2022
LAN Support Specialist
Social Security Administration
09.2018 - 04.2019
Desktop Support Specialist
State Highway Administration
12.2017 - 09.2018
Satellite Technician
Social Security Administration
11.2016 - 08.2017
Jr Network Administrator
Meggitt Defense Systems
05.2016 - 09.2016
Desktop Support Specialist
Lockheed Martin
01.2016 - 05.2016
Associate of Applied Science - Information Technology - Network Systems
ITT Technical Institute
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