Donald Knight
Norfolk,VA
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Capable Technical Support Specialist experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems. Dependable Helpdesk Specialist with 30+ years of helpdesk experience. Successfully assists end-users with complex technical issues. Communicates complicated concepts clearly and professionally handles wide-ranging questions.
Overview
35
35
years of professional experience
3
3
Certifications
Work History
IT Operations Team Lead
Imagine One
Norfolk, VA
09.2017 - 02.2024
- Utilize internal systems to report incidents to leadership.
- Take escalations if any alerts/events are identified by monitoring analysts as significant and requiring action.
- Perform initial assessment and triage on the criticality and impact of events and engages the appropriate processes.
- Ensure leadership is apprised of all details regarding an event or incident so the issue can be assigned the appropriate priority based on scope and impact.
- Provide support to shipyard Tier 1 support desk and other external organizations using problem resolution skills and independent decision making.
- Maintain timely (5 minutes or less) response to network infrastructure warning, critical and fatal event alert notices.
- Responsible for generating well-documented Critical Incident Reports for leadership and conduct morning operations briefs.
- Provide Tier 1, Tier 2, and Tier 3 support utilizing Service Now (SIAM) and Citrix applications.
IT Operations Team Lead/Manager
Anthem, Inc.
Virginia Beach, VA
07.2012 - 12.2016
- Ensured all shift personnel follow operational functions and procedures for midrange computer systems.
- Identifies hardware and software malfunctions.
- Takes appropriate actions to ensure batch processing and online networks meet scheduling demands.
- Adheres and provides leadership and first level of approval in implementing changes to the daily operational and reporting schedules and follows daily operational and reporting schedules, notification, reporting and ticketing procedures to ensure compliance.
- Monitors daily/nightly batch processing schedules to ensure job flows are completed on time.
- Provides backup to the Call Center during off-hours to ensure customer requests are met.
IT Support Desk Specialist
United Arab Shipping Company
Chesapeake, VA
01.2008 - 06.2012
- Management of IT operations for the local office of twenty-six employees.
- Developed and implemented specialized procedures for customer service operations.
- Generated reports to track performance metrics of team members.
- Researched and analyzed customer feedback to identify areas of improvement.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
IT Specialist
Dominion Power
Chesapeake, VA
03.2003 - 01.2008
- Managed daily LAN network functions and operations for sixty employees.
- Maintained and utilized Active Directory for regional offices.
- Conducted regular maintenance checks on computers, servers, and other IT equipment.
- Provided technical support for users experiencing hardware or software issues.
- Created user accounts, set up permissions, and monitored system security.
Education
Certification -
Communications Computer Systems Operations
Keesler AFB, Biloxi, MS10-1989
Some College (No Degree) - Computer And Information Sciences
Old Dominion University
Norfolk, VA05-1988
Some College (No Degree) - Computer and Information Sciences
Tidewater Community College
Norfolk, VA01-1987
Skills
- Operations Management
- Coaching and Mentoring
- Talent Acquisition
- Performance Monitoring
- Trend Tracking
- Schedule Management
- Performance Improvement
- Quality Control
- System Configuration
- Application Support
- Advanced Troubleshooting
- Help Desk Support
- Incident Management
- Software Installation
- User Support
- Call Center Operations
Accomplishments
- 3 time Employee of the Quarter for Anthem, Inc.
- 2 time Outstanding Performance Award for Imagine One.
- Meritorious Wartime Service Award for United States Air Force during Gulf War.
Certification
- Communication Computer Systems Operations Certification
- Data Processing Operations Certification
- Telephone Switchboard Operations Certification
Timeline
IT Operations Team Lead
Imagine One
09.2017 - 02.2024
IT Operations Team Lead/Manager
Anthem, Inc.
07.2012 - 12.2016
IT Support Desk Specialist
United Arab Shipping Company
01.2008 - 06.2012
IT Specialist
Dominion Power
03.2003 - 01.2008
Certification -
Communications Computer Systems Operations
Some College (No Degree) - Computer And Information Sciences
Old Dominion University
Some College (No Degree) - Computer and Information Sciences
Tidewater Community College