Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Devin Spencer

Fort Eustis,USA

Summary

Resourceful IT Technician offering five (5) years of experience providing expert-level support to users within various demographics. A self-starter and very self-directed when independently resolving problems and issues. Polished in customizing desktop applications and installing computer applications and peripherals. Experienced with Microsoft Windows and Mac operating system environments. Friendly Technical Support Representative keen to help customers maximize product impact and usability. Maintain a very good attitude and the appropriate rapport when replying to all user, client, and customer queries. Consistently resolve client issues. Provide a strong and demonstrable troubleshooting capability.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Computer Equipment Specialist III

Kupono/Alakaina/Po’okela
01.2023 - Current
  • Provide comprehensive desktop and laptop support, including mobile devices and primarily Windows.
  • Diagnose and resolve hardware and software issues, including operating systems, network, and applications.
  • Proficiently utilize Microsoft business tools (Word, Excel, PowerPoint, Project, and SharePoint) used in ONI.
  • Solve complex desktop computer problems and develop successful solutions to intricate technical issues with no known resolution.
  • Successfully perform PC Operating System refreshes and handle software break/fix incident resolution.
  • Remediate security issues found on Eustis workstations via ACAS (Assured Compliance Assessment Solution Scans
  • Provide senior-level support on Windows 10 Desktops and Laptops.
  • Edit and sent out IAVA scans via Excel to our Service Desk Team for us to remediate
  • Install new images on Windows computers.
  • Lead a team of 10 service desk technicians in providing technical support to an entire installation
  • Managed ticketing system (AESMP/ServiceNow) to prioritize and assign tasks, ensuring timely resolution of issues
  • Developed and implemented training programs for new hires to improve team efficiency and customer satisfaction
  • Collaborated with our IT Leadership to identify resolve recurring technical issues reducing downtime

Help Desk Technical Support Specialist/Analyst

Maximus
08.2016 - 12.2022
  • First point of contact by phone or email for customers seeking technical support for the Army Learning Management System (ALMS)
  • Document repair processes to help streamline actions for future ALMS technical support
  • Identify, troubleshoot, correct, and mitigate hardware problems and software issues
  • Manage end user accounts, permissions, and access rights within Active Directory
  • Perform remote troubleshooting using various diagnostic tools, software, and techniques
  • Isolate ALMS computer system failures to component level
  • Discuss with management and staff requirements for improvements and modification to ALMS
  • Troubleshoot problems reported by users, analyze to isolate and resolve issues
  • Perform software and hardware upgrades, apply patches and reconfigurations
  • Carry out special projects and assignments given at management’s direction
  • Provide after-hours support for ALMS related emergencies
  • Track compliance for all Information Assurance Alerts (IAVAs)
  • Develop reports for management that gives status of ongoing and completed actions
  • Give ongoing day-to-day administrative support and provide high-level technical guidance and assistance for various automation hardware and software products
  • Provide Tier II support when problems or issues are escalated

Systems Administrator

The Ventura Group, Inc.
08.2015 - 01.2016
  • Provided network administration support to include adding users and accounts to Active Directory
  • Troubleshot, evaluated, and diagnosed problems from file servers to network connections to workstations and printers.
  • Upgraded, migrated, and supported core Microsoft software technologies
  • Supported existing clients and resolved critical issues/problems in a timely fashion
  • Provided program shell scripting to enhance system resources management, reliability, availability, and efficiency
  • Maintained sufficient technical depth to communicate with business and internal IT groups
  • Processed all Information Assurance Alerts (IAVAs) within the prescribed time frames to meet designated suspense dates
  • Safeguarded computer files against accidental and unauthorized modification, destruction, and disclosure
  • Reviewed violations of computer security procedures and ensured they were not repeated
  • Participated as a team member that ensured the group policy implemented by the 2nd Region Cyber Command (2RCC) was updated routinely on all computers and workstations
  • Performed preventive maintenance and upgraded computer systems to improve network, system and data availability and integrity.

Education

Bachelor of Science - Computer Information Systems

Virginia Union University
Richmond, VA
05-2015

Skills

  • Application Installation
  • Knowledge of Microsoft Products, Microsoft Office Suite, Web Development Applications and Programming such as Microsoft SQL Server and Visual Studios
  • Troubleshooting Experience with Microsoft Windows and MAC devices and computers
  • Report Creation
  • Call Center Operations
  • Software Testing
  • Operating System Upgrades
  • Server and System Administration
  • End-User Training
  • Organizational Leadership
  • Database Management

Certification

  • CompTIA Security+
  • Microsoft Certified Technology Specialist (MCTS)
  • Active Secret Clearance

Timeline

Computer Equipment Specialist III

Kupono/Alakaina/Po’okela
01.2023 - Current

Help Desk Technical Support Specialist/Analyst

Maximus
08.2016 - 12.2022

Systems Administrator

The Ventura Group, Inc.
08.2015 - 01.2016

Bachelor of Science - Computer Information Systems

Virginia Union University

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Devin Spencer