DENVER AUSTIN
Rogers,AR
Summary
An IT professional with a strong track record in identifying and solving problems. Demonstrated skills in Incident management . Excellent technical skills in many operating systems and software packages. Adapt at solving , electronics and computer technology problems. Dedicated to providing exceptional internal and external customer service, while working within policy guidelines.
Overview
24
24
years of professional experience
Work History
Major Incident Management Analyst
Matrix Global Services
04.2022 - Current
- Improved major incident resolution times by implementing efficient processes and communication strategies.
- Reduced downtime during incidents by proactively identifying potential risks and mitigating them in advance.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Provided immediate emergency response and incident management.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
Incident Management Analyst
GDIT
06.2018 - 04.2022
- Monitor and enforce compliance of Incident Management Policy
- Monitor and clean-up orphaned tickets
- Monitor and facilitate resolution of tickets older than 30 days
- Monitor authorized maintenance activities to determine possible impacts to operations
- Control, disseminate, and monitor ticket queues
- Conduct trend analysis on tickets to support metrics reporting to the customer
- Draft Service Maintenance/Outage/Restoral Announcements
- Facilitate the creation and submission of after-action reports for major incidents and outages when applicable
- Report, monitor and update weather events that impact services as appropriate
- Communicate and coordinate with incident managers and/or representatives from other contracts when necessary
- Monitor and facilitate tasks for the Problem Management team Review and provide information on major incidents and trends to the Problem manager for consideration as problem candidates
- Resolved or escalated problem tickets to resolve user issues.
- Provides advice and training to end-users
- Maintains current knowledge of relevant technologies as assigned
- Reduced downtime through efficient problem management and root cause analysis.
System Support Specialist
Gdit
04.2018 - 06.2018
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Standardized job tasks and trained junior team members on industry best practices and standards.
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Tracked issue resolution policies to maintain compliance with internal standards.
Computer Operator II
Gdit
03.2018 - 04.2018
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Provided Day to Day support-which included: Break/fix support for any and all devices
- Provided off hour remote support
- Provided Troubleshooting and escalation of issues
- Worked closely with other Assignment Groups to resolve all issues
- Resolved advanced technical problems
- Diagnosing, identifying, isolating, and analyzing problem utilizing historical ticket data
- Routed calls to product line specialists, application, or system support specialists, as required
- Maintaining and updating records and tracking databases
Computer Repair Technician
Next level Tech Support
0 2005 - 05.2018
- Traveled up to 60 miles to meet customers on location to handle hardware and software issues.
- Assisted Customers off site using remote administration software.
- Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
- Repaired and replaced hardware, including Desktops, Laptop, Monitors, and Mobile devices.
- Answered inbound calls, emails, and messages and assisted customers accordingly.
- Ordered necessary supplies and parts to repair malfunctioning hardware.
- Built and repaired any commercially bought and custom computers.
- Restored data, operating systems, files, documents and drivers.
- Wrote reports on computer statuses and maintenance jobs.
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Disassembled computers to perform diagnostics and check them in for repairs.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Truck Driver
Reed's Metals of Benton
11.2014 - 12.2016
- Safely loaded and unloaded deliveries according to size of load and content description.
- Transported deliveries locally and over the road.
- Managed discrepancy documentation for incoming shipments.
- Submitted all delivery documentation in a timely manner.
- Maintained a daily, legible DOT log book and submitted corresponding documents.
- Completed basic maintenance such as minor repairs to keep vehicle neat and running properly.
- Reported all accidents, damage and malfunctions involving company equipment to management.
- Inspected the truck for defects and safe operating condition before, during and after trips.
- Checked shipping papers to determine the nature of load and checked for the presence of hazardous materials.
- Established and maintained excellent customer relationships.
- Dropped and hooked trailers and changed the configuration of equipment when necessary.
Store General Manager
Keeling Company
08.2010 - 07.2013
- Promoted from Team Leader to Assistant Manager within 6 months.
- Interviewed job candidates and made staffing decisions.
- Counted cash drawers and made bank deposits.
- Assigned employees to specific duties to best meet the needs of the store.
- Generated repeat business through exceptional customer service.
- Conducted store inventories once per quarter.
- Stocked and replenished merchandise according to store merchandising layouts.
- Alerted customers to upcoming sales events and promotions.
- Followed up with over 25-30 teams each week to verify that they were satisfied with purchases.
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction.
- Kept inventories accurate with daily cycle counts and monthly audits to identify and resolve variances.
Geek Squad Advanced Repair Agent
Best Buy
05.2004 - 06.2006
- Resolved virus and malware issues with a 100% success rate.
- Set up and configured hardware and software on company equipment.
- Maintained accurate hardware and software inventories.
- Restored data, operating systems, files, documents and drivers.
- Built and repaired commercially bought and custom computers.
- Trained both internal and off-site users in repairing and resolving recurring issues.
- Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
- Installed system software, including Windows XP.
- Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
- Consistently met deadlines and requirements for all production work orders.
- Used In-house ticket system to log, track, complete, and pull customer computers
Computer Repair Technician
Comp USA
06.2003 - 05.2005
- Researched and identified problems with computers and advised staff and clients on plans of action.
- Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.
- Repaired and replaced hardware, including Desktops, Laptop, Monitors, and Mobile devices.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Trained junior members of IT team.
- Configured hardware, devices and software to set up work stations for employees.
- Used In-house ticket system to log, track, complete, and pull customer computers
- Installed software and operating systems on 30 company computers.
- Maintained and repaired peripheral equipment and recommending upgrades and replacements.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
Combat Engineer
U.S. ARMY
02.2000 - 03.2003
- Maintained 100% accountability of all assigned equipment worth more than $300,000.
- Performed quality control by creating rosters, spreadsheets and other documentation to identify company inventory.
- Advised Chief Warrant Officer on operations, intelligence and risk assessments in daily briefings.
- Completed diligent equipment inspections, repairs and maintenance actions to prolong life of each piece of machinery.
- Set up and controlled mission-critical workstations and servers, terminals, radio-frequency identification technologies and medical communications for Force XXI Battle Command systems.
Education
Associate of Applied Science - Computer Network Technology
Remington College - Little Rock Campus
Little Rock, AR2006
Skills
- Detail-oriented
- Customer Support Team
- Information Systems
- Microsoft Office
- Technical Help Desk
- Security Systems
- Excellent Problem Solving Skills
- New Knowledge Management
- Microsoft Windows
- Strong Collaborative Skills
- Excellent Decision-Making Skills
- ITIL Knowledge
- Incident Management
- ServiceNow Experience
- Conflict Resolution
Timeline
Major Incident Management Analyst
Matrix Global Services
04.2022 - Current
Incident Management Analyst
GDIT
06.2018 - 04.2022
System Support Specialist
Gdit
04.2018 - 06.2018
Computer Operator II
Gdit
03.2018 - 04.2018
Truck Driver
Reed's Metals of Benton
11.2014 - 12.2016
Store General Manager
Keeling Company
08.2010 - 07.2013
Geek Squad Advanced Repair Agent
Best Buy
05.2004 - 06.2006
Computer Repair Technician
Comp USA
06.2003 - 05.2005
Combat Engineer
U.S. ARMY
02.2000 - 03.2003
Computer Repair Technician
Next level Tech Support
0 2005 - 05.2018
Associate of Applied Science - Computer Network Technology
Remington College - Little Rock Campus
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