Open To Work
Darius E. Griffin II
Charlotte,NC
Work Preference
Summary
Enabled to work, learn and grow professionally as an IT Compliance & Auditing Support Specialist at an established corporation. Possessing the ability to demonstrate robust problem solving, troubleshooting, process excellence/improvement, monitoring, management, customer and service communication skills. A self-motivated, dependability, customer driven team player with very strong creative abilities to better a business unit/LOB and to fulfill their goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Production Support/IT Auditing Specialist
Bank of America, via Apex Systems
Charlotte, NC
08.2021 - 08.2023
- Professional triaging, managing and coordination of reported high impacting service disruption incidents; with responsibility of engaging the appropriate support teams and sending priority-based communication to senior management and the business
- Proactive Monitoring, utilizing Splunk, Glassbox, Avaya and SiteScope systems, of end-to-end processes for the entire Contact Center environment (inclusive of customer call volume, systems/applications, and telephony)
- Prepares auditing reports by collecting, analyzing, and summarizing information and trends.
Technical Support Specialist II /Triage Support Specialist
Infologitech
Charlotte, NC
07.2019 - 08.2021
- Responsible for providing first/second tier level support to internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Professional triaging, managing and coordination of reported high impacting service disruption incidents; with responsibility of engaging the appropriate support teams and sending priority based communication to senior management and the business
- Provide desktop support by telephone, email, and remote interface device
- Install, modify, and repair computer hardware and software.
Service Desk Support Specialist
Vanguard, via Capgemini Consulting
Charlotte, NC
04.2019 - 07.2019
- Responsible for providing first tier level support to internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Provide desktop support by telephone, email, and remote interface device
- Install, modify, and repair computer hardware and software.
Test Automation Team Lead, Technical Coordinator
Duke Energy
Charlotte, NC
07.2018 - 02.2019
- Work with required areas of IT to ensure that project work stays on track (Operations &
- Environments, Interfaces, Management, etc...)
- Work with Dev Ops and engaging and interacting with NERC CIP Teams to ensure Test Automation Process and Procedure are implemented properly
- Ensure all technical required artifacts are created and approved
- Collaborating with Solution Architect to ensure that the technical design supports functional requirements
- Communicate issues, risks and status to Scrum Master in a timely manner.
SOACC Operations Specialist II Team Lead
Bank of America
Charlotte, NC
06.2018 - 07.2018
- Acts as a lead operational administrator for the access control system and other dependent systems
- Works closely with security integrators on the testing and deployment of existing and new access control systems (card readers, access control equipment, biometrics, server and application support), including remediation of break/fix issues
- Engages security service providers during system outages and assists in troubleshooting
- Supports access control representatives, service technicians and end-users via phone, email or remote capabilities with training, questions or issues
- Follow-up, resolve, and escalate issues to management when appropriate.
Telemetry Engineer
Charter Communication, Spectrum
Charlotte, NC
05.2018 - 06.2018
- Add, update, remove network devices from monitoring tools with monitoring tools such as Solarwinds, Big Brother, AppDynamics, Splunk, Netcool, TripWire, MicroFocus or HP’s Network Automation (NA)/ Service Automation (SA)/Operations Orchestration (OO)
- Created and updated documentation that clearly communicates which devices were/were not in monitoring
- Worked with server/network teams to troubleshoot monitoring/polling issues
- Worked closely with business owners to follow up on monitoring status
- Familiar with opening/updating ticketing systems such as ServiceNow, Remedy, JIRA
- Responsibility to look at current processes and offer up suggestions for automation or drive requirements with software development.
Technical Services Technician II
Wells Fargo
Charlotte, NC
03.2017 - 05.2018
- Acts as a liaison between ATM Management and vendors to facilitate a high-level rate of successful ATM implementation projects
- Responsible for planning and coordination of ATM Implementation (RMAC and Refresh) projects
- Responsible for troubleshooting and assisting with ATM network issues
- Responsible for creating business and functional requirement documentation (and other technical writing) for the business unit.
Incident Manager
HCL - Supporting client Merck
Charlotte, NC
05.2016 - 04.2017
- Professional triaging, managing and coordination of reported high impacting service disruption incidents; with responsibility of engaging the appropriate support teams and sending priority-based communication to senior management and the business
- Proactive Monitoring of end-to-end processes for the entire Command Center environment (inclusive of customer systems/applications, telephony and network connectivity)
- Responsible for performing basic network troubleshooting of server, switch and router devices in the Data Centers.
Business Systems Consultant/Application Services Technician
Wells Fargo
Charlotte, NC
10.2016 - 03.2017
- Acts as a liaison between client area and technical organization by planning, conducting, and directing the analysis of complex business problems to be solved with automated systems
- Provides technical assistance in identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements
- Works with user groups to provide training, resolve questions, assess user needs, and recommend changes
- Prepares specifications for system changes
- Acts as an internal consultant within technology and business groups by using quality tools and process
- Definition/improvement to re-engineer technical processes for greater efficiency
- May provide direction and/or guidance to less experienced staff
- Responsible for resolving ticketing issue for the Wells Fargo Advisor Contact Center Environment
- Work with Application Teams to resolve issues
- Working with project owners and business leads to fulfilling project/task goals.
Telephony Engineer/Configuration Coordinator
GemSeal Pavement Products LLC
Charlotte, NC
04.2016 - 05.2016
- Responsible for the creation and configuration of Manufacturing Plant Call Groups, Vonage Paging Groups, Virtual Receptionist features
- Responsible for providing first level telephony support to internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Manage implementations, roll-out and support coordination of telephony setup/configuration projects for Yealink T21PE2 and Polycom VVX300 Office Telephones.
Knowledge, Development Coordinator
Oldcastle
Charlotte, NC
08.2015 - 04.2016
- Manage roll out and implementation of technology projects and develop policies and procedures; responsible for technical writing of SOPs, Knowledge Base Articles and other IT communications
- Develop standards and process for creating, testing and approving all Knowledge Base articles that are submitted into the Knowledge Base system
- Leads training and coaching initiatives which will include conducting orientation sessions and on-the-job training for new hires
- Develop and implement and internal ongoing training program for OMG IT Service Desk Level 1 and Level 2 Analysts to include, conducting or arranging for on-going technical training and personal development classes for support analysts.
Service Desk Analyst
Oldcastle Materials
Charlotte, NC
03.2015 - 08.2015
- Responsible for providing first tier level support to internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Provide desktop support by telephone, email, and remote interface device
- Install, modify, and repair computer hardware and software.
IT General Technologist
Johnson C. Smith University
Charlotte, NC
08.2014 - 02.2015
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
- Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from internal clients experiencing problems with network connectivity, and other computer-related issues
- Maintain liaison with all University Faculty members to satisfy their technology needs and keep abreast of changes which might impact technical services.
Officer; Sr. Operations Analyst
Bank of America
Charlotte, NC
04.2010 - 11.2014
- Professional triaging, managing and coordination of reported high impacting service disruption incidents; with responsibility of engaging the appropriate support teams and sending priority based communication to senior management and the business
- Proactive Monitoring, utilizing Splunk, Avaya and SiteScope systems, of end-to-end processes for the entire Contact Center environment (inclusive of customer call volume, systems/applications, and telephony)
- Utilizing Call Routing systems (Verizon TFNM, AT&T Route It, AT&T Business Direct, Aspect Director, and Avaya CMS) to ensure proper load balancing of call volume and invoking contingency call routing plans during site or data center outages
- Performed mitigation of technology impact to lines of business operations via Incident Management
IT Help Desk - User Support Services Manager
Johnson C. Smith University
Charlotte, NC
07.2008 - 08.2014
- Recipient of JCSU Trench Worker Award (highly regarded award), Manage and oversee the operations of the IT Help Desk that includes a team of 27 Help Desk professionals, lead professionals, and supervisors/team leads
- Assists in establishing SLA and metrics dashboard including quality measurements
- Regularly reviews and evaluates internal and external Service Level Agreements to identify areas of improvement
- Manage roll out and implementation of technology projects and develop policies and procedures
- Develop a performance measurements framework and facilitate feedback system to team members on issues such as customer service, communication, and technical skills, to enhance the quality of support delivered.
Mobile Computing Asset Coordinator
Johnson C. Smith University
Charlotte, NC
10.2007 - 07.2008
- Manage and oversee the operations of the Mobile Computing Center that includes a team of 6 IT professionals, lead professionals, and supervisors/team leads
- Formulate and implement processes and procedures for tracking and analyzing technical data of company software, hardware and equipment
- Perform inventories and usage monitoring of all mobile computing assets and record all findings, changes, physical location, and incidences of support.
Mobile Computing Laptop Technician
Johnson C. Smith University
Charlotte, NC
02.2006 - 10.2007
- Supervised a team of 5 student technicians and the technical operations of the Mobile Computing Center
- Supported over 2000 laptop technology end-users at university via phone/remotely/onsite
- Prepared written materials (e.g
- Correspondence, reports, forms, brochures, self-help materials).
Operations Analyst (Application Support)
Bank of America
Charlotte, NC
08.2005 - 02.2006
- Proactive Monitoring, utilizing Splunk, Avaya and SiteScope systems, of end-to-end processes for the entire Contact Center environment (inclusive of customer call volume, systems/applications, and telephony)
- Performed mitigation of technology impact to lines of business operations via Incident Management
- Responsible for performing daily reporting and analytics reports for Senior Management.
Help Desk Support Specialist II
Branch Banking and Trust (BB&T) Bank
, NC
03.2002 - 08.2005
- Recipient of Branch Banking and Trust’s top award, the Star Award (2004, Responsible for providing first tier level support to over 20,000 BB&T internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Relied upon to lead five team members on the 2nd/3rd shift team
- Provide desktop support by telephone, email, and remote interface device.
Computer Technician
Physicians East P.A
Greenville, NC
11.2001 - 02.2002
- Responsible for providing first tier level support to over 500 internal employees with accountability for training and assisting personnel for optimal individual and group performance
- Provide desktop support by telephone, email, and remote interface device.
Education
Bachelor of Science - Computer Science/ Information Systems
Johnson C. Smith University
12.2000
HDI Help Desk Professional -
01.2000
Skills
- TECHNICAL SKILLS
- Voice/Data: IEX Total view, Avaya CMS, Aspect Director, GENESYS CC Pulse, MCI TFNM, ATT Route-It, BSR, CTI, VRU, VGS, NICE, Image view, BOSS, Tsys, OMNI, Splunk, SiteScope, AppDynamics, JIRA
- Operating Systems: Windows 95/98/NT/2000/XP/Vista/7/8/81/10/11, Mac OS X v108, v10 9, v1010
- Networking: LAN/WAN, VLAN, TCP/IP, Ethernet (10/100/1000), DNS, SAN, Active Directory, Firewall, Cat 5/6 cabling creation, MS Windows Server Training, SNMP, Netflow
- Software/Tools: Active Directory, Citrix, Citrix Xen App, MS Office 2003, 2007, 2010, 2013 (Access, Excel, Front Page, InfoPath, Lync, Outlook Exchange 2003 & 2007 & 2010 & 2013 (Outlook 365), PowerPoint, Publisher, SharePoint Designer 2007 & 2010, Word, Visio), VPN (Remote Access Software), OWA, ActiveSync, CompTIA A,Training (Software), UNIX (Basic Understanding), Oracle (Basic Understanding), SQL (Basic Understanding) Viewpoint, OnBase, Telogis (Systems Transportation Management Software Tool), Command, Cherwell, Pentaho, Crystal Reports, Ariba CMMS, Infield, ATS, Logme In, PAC2000 (Remedy Ticket System), ServiceNow (Ticket System)
- Hardware: PC/Laptop (Apple, IBM/Lenovo, Dell, Cisco, Compaq, Gateway, Toshiba), CompTIA A Training (Hardware), Zebra Printers, ShoreTel Phone System, RF Gun, Mobile Printer
- 25 total years of Information Technology/Business Operations experience
- 12 years of IT Management (Help Desk Manager)/Leadership experience
- 7 years of Incident Management experience at Bank of America, HCL, Merck & BB&T
- 7 years of Application Support in several enterprise environments
- 7 years of Knowledge Base Training & Development Coordinator experience
- 14 years of MS Office Suite troubleshoot and support experience
- 5 years of working within a NERC CIP environment in support planning and execution of Test Automation
- 5 years of working with Dev Ops teams, tools and methodologies experience
- 5 years of Technical Writing, IT Auditing, Reporting and Analytics experience at Bank of America
- 5 years of proactive monitoring via Splunk, Avaya and SiteScope experience
Certification
Six Sigma Training, LEAN Thinking Training, ITIL experience, HDI Professional Certified
Certifications and Qualifications
∙ HDI Help Desk Professional 2000 Certified since 2003
Timeline
Production Support/IT Auditing Specialist
Bank of America, via Apex Systems
08.2021 - 08.2023
Technical Support Specialist II /Triage Support Specialist
Infologitech
07.2019 - 08.2021
Service Desk Support Specialist
Vanguard, via Capgemini Consulting
04.2019 - 07.2019
Test Automation Team Lead, Technical Coordinator
Duke Energy
07.2018 - 02.2019
SOACC Operations Specialist II Team Lead
Bank of America
06.2018 - 07.2018
Telemetry Engineer
Charter Communication, Spectrum
05.2018 - 06.2018
Technical Services Technician II
Wells Fargo
03.2017 - 05.2018
Business Systems Consultant/Application Services Technician
Wells Fargo
10.2016 - 03.2017
Incident Manager
HCL - Supporting client Merck
05.2016 - 04.2017
Telephony Engineer/Configuration Coordinator
GemSeal Pavement Products LLC
04.2016 - 05.2016
Knowledge, Development Coordinator
Oldcastle
08.2015 - 04.2016
Service Desk Analyst
Oldcastle Materials
03.2015 - 08.2015
IT General Technologist
Johnson C. Smith University
08.2014 - 02.2015
Officer; Sr. Operations Analyst
Bank of America
04.2010 - 11.2014
IT Help Desk - User Support Services Manager
Johnson C. Smith University
07.2008 - 08.2014
Mobile Computing Asset Coordinator
Johnson C. Smith University
10.2007 - 07.2008
Mobile Computing Laptop Technician
Johnson C. Smith University
02.2006 - 10.2007
Operations Analyst (Application Support)
Bank of America
08.2005 - 02.2006
Help Desk Support Specialist II
Branch Banking and Trust (BB&T) Bank
03.2002 - 08.2005
Computer Technician
Physicians East P.A
11.2001 - 02.2002
Bachelor of Science - Computer Science/ Information Systems
Johnson C. Smith University