Daulys Lopez
Norfolk
Summary
IT professional supporting the Navy's mission and enhancing the security and performance of their systems. U.S. Navy Veteran who served over 6 years and is eager to utilize the leadership and technical skills learned on active duty and transfer them into the IT field. Currently hold an Active Secret Clearance. Excited to spread my knowledge and perform to the highest standards set forth in any work environment.
Overview
8
8
years of professional experience
Work History
Tier 1 NNPI Service Desk Technician
Apex Systems
04.2023 - Current
- Conduct operations in support of the Service Desk and existing non-local Service Desks
- Execute scripts, produce tailored reports, conduct audits, conduct Tier 1 analysis for Service Desk escalation, open and close tickets
- Processed 20+ calls daily resulting in over 2000 tickets produced while achieving SLA/SLR compliance (avg
- 15min call time)
- Used internal documentation and researched external sources in order to resolve user’s issues on first call or to expertly escalate to appropriate next level service tiers
- Demonstrated excellent troubleshooting and expertise covering hardware, printers, computers, connectivity, MS O365, Azure, Active Directory (AD), MS Office applications, MECM, SCCM, software, in addition to researching user’s non-break/fix issues as permitted
- Provided troubleshooting in order to resolve issues for NIPR and NNPI computers, networks, and COIs, iOS, Mobikey, VMs (AVD/NVD), and VIPs
- Utilized HP Service Manager ticketing system, Powershell, AD, admin privileges, MSRA/RDC protocols, and other various DoD/DoN approved tools for documentation and resolution
- Demonstrated high proficiency in time management, critical thinking/analysis, and effective verbal and non-verbal communications daily delivering superior customer service to internal/external customers in a fast-paced environment
- Provided training to the new hires on problem resolution, customer service, a variety of programs/software
- Properly communicated technical terms, or verbiage in ways that are easily understandable and digestible so that end users can follow step by step instructions.
MSC Technician
U.S. Navy
03.2016 - 06.2022
- Call center that was operational 24/7 in order to maintain ships readiness condition
- Interpret and prioritize calls based on severity and submit them to the appropriate work-center
- Submitted hundreds of trouble calls dealing with ships maintenance items, engineering drawings, technical manual requisitions and hazards to environmental conditions
- Generated casualty reports
- Responsible for ordering and tracking various parts for work-centers using NIIN’s, NSN’s, or part numbers
- Issued/checked-in hundreds of technical manuals
- Completed a substantial amount of engineering drawing requests
- Modified multiple configuration items and input them into OMMS-NG which in turn increased the repair and preventative maintenance capability within the ship’s maintenance data systems.
Problem Resolution Manager
U.S. Navy
- Successfully verified, tracked, and completed all of the problem inquiries for configuration item updates, all technical manual requisitions and various casualty reports.
- Conducted multiple hours of research within the advanced technical information system obtaining required references for the approval of work authorization form packages.
Education
Computer User Support Specialist (CUSS) Program -
ACI Learning Company
Centennial, CO03.2023
Bachelor of Science in Criminal Justice -
Monroe College
New Rochelle, New York04.2013
Skills
- Active DoD Secret Clearance
- CompTIA Security Certified
- IAT Level I certified
- Customer service/Customer interaction
- Multitasking
- Bilingual
Timeline
Tier 1 NNPI Service Desk Technician
Apex Systems
04.2023 - Current
MSC Technician
U.S. Navy
03.2016 - 06.2022
Problem Resolution Manager
U.S. Navy
Computer User Support Specialist (CUSS) Program -
ACI Learning Company
Bachelor of Science in Criminal Justice -
Monroe College
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