Davis Hendriks
Chugach
Hartselle,AL
1
Certification
6
years of professional experience
To obtain a position with a growth-oriented company that offers challenging responsibilities and the potential for advancement.
Work History
Tier 2 Bridge – System Engineer
2 Years 9 Months- Serve as IT A/V Bridging Tech responsible for scheduling, monitoring, and trouble shooting for both classified and non classified meetings.
- Build conference dial in numbers using Telepresence Management System.
- Bridging and monitoring on Cisco Telepresence Multi-Point Control Unit system.
- Resolve equipment issues in both classified and non classified conference rooms.
- Testing connections on Multi Point Control Unit system for participants via alias, IP, or using a GVS connection.
- Answering phone calls to process any scheduling request, changes, or incidents that may bring customers to a work-stop and documenting them through ServiceNow.
- Act as liaison between the Tier II service desk and Government SCO’s/ customers.
IT Support Specialist
1 Year 2 Months- Provided support over 10,000 users for the DCSA.
- Managed user accounts in many different systems and documenting incidents with ServiceNow.
- Educated users on system requirements and protocols.
- Enforced system hardening standards to provide advance system protection.
- Collaborated with clients and team members for performance enhancement.
Help Desk Technician
1 Year- Provided support for RMS (Resident Management Systems) used by the USACE.
- Walked users through processes and procedures related to RMS.
- Communicated with Developers bugs that were found in RMS and created Dev Items in Jira.
- Supported testing and deploying non-production versions of RMS and trained the customer of post software deployments.
- Oversaw the creation of weekly status reports and metric reports of all service tickets created.
Help Desk Technician II
1 Year 3 Months- Provided support to over 40,000 users across the United States while meeting all SLA’s.
- Documented every incident through ServiceNow and dispatched tickets based on subject matter and urgency.
- Created and configured VoIP and Unified Messaging through Cisco Unified Communication Manager.
- Served as focal point for company outages, emergency response, security incidents, and VIP request.
Education
Ministry Leadership Training
General Studies
General Studies
Skills
ServiceNow
Active Directory
Cybersecurity
Cisco Unified Systems
Windows & Mac OS
Software Troubleshooting
Team Leadership
Collaboration Skills
Certification
- Security+ CE
- Network+ CE
DOD CLEARANCE
Secret Clearance
Timeline
Tier 2 Bridge – System Engineer
Chugach
01.2024 - CurrentRead More
IT Support Specialist
Conviso & SAIC
11.2022 - 01.2024Read More
Help Desk Technician
Navitus Business Consulting Inc
11.2021 - 11.2022Read More
Help Desk Technician II
EMCO Technologies & SAIC
08.2020 - 11.2021Read More
Calhoun Community College
General Studies
Read More
Southern Union State Community College
General Studies
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Highlands College
Ministry Leadership Training
Read More