Dwayne Weddle
Keymar,MD
Summary
Seeking employment in the Call Center Services industry where my skills and experience in Computer Technology and Call Center Operations can be used to benefit my employer.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
29
29
years of professional experience
Work History
IT Service Desk Analyst
Defense Information Systems Agency, DISA
07.2024 - Current
- MManaged high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Assisted in development of system security protocols.
- Responded to customer inquiries and provided technical assistance over phone or remotely.
Call Center Incident Manager
JSP
09.2022 - 07.2024
- Responsible for communicating and escalation of high priority, aging, or management requests for ticket escalations
- Emailed proper individuals and or groups assigned to the requests, documenting reasoning for the requests
- Reached out to customers to verify information provided and to explain the escalation process
- Documented each request in Share Point and followed guidelines established for lifecycle of the request
- Reported daily to management quantities of requests and any resolution issues
- Once resolved, the request was documented with resolution notes and archived
- Currently processing dissatisfied customer comment's placed via SNOW and following up with Service Desk Management Staff
- Currently developing an SOP in accordance with previous guidelines, updating to provide expedited, accurate feedback for current conditions
Call Center Incident/Queue Manager
HQDA
10.2019 - 09.2022
- Responsible for communication and awareness of the Incident Management process throughout the JSP Service Desk organization and ensure that procedures and work instructions that define the recording, prioritization, business impact, classification, updating, escalation, resolution and formal closure of all incidents is made available to operations management to formalize involvement and ensure continuity of Incident Management practices
- Responsible for in-depth coordination with Problem Management
- Review Problem Records for accuracy and proper process of action
- Assist with maintaining proper Service Level Agreements throughout ticket lifecycle
- Train Queue Managers on proper procedures for assigning and maintenance of tickets escalated to their respectful queues
- Provides support and suggestions to the Knowledge Mgmt team responsible for Work Instructions as updates are required or there are changes to the process
- Work with Queue Managers daily to insure a smooth continuity of business practices
- I supervise three Queue Managers and provide assistance
- As their supervisor, I manage their time off and timecards for accuracy and be certain staffing requirements are met
- Provide assistance to our PM and any other duties as required or requested
Call Center Queue Manager
CACI International
04.2019 - 10.2019
- Manages daily the Service Desk JSP queues to ensure customer tickets are addressed in a timely fashion
- Responsible for maintaining work load queues for HQDA Tier 1 and Tier II support staff
- Review each ticket escalated to higher level support for required ticket information and format criteria
- Maintain urgency levels and calculating priority levels using calculated weights on each ticket
- Follow up with tickets as they are aging to insure proper and timely resolution
- Work with Shift Leads on tickets that require additional information that was not properly obtained on initial service desk call and provide Opportunity for Improvement documentation to Trainer and Supervisors
- Escalates Incident and Work Order tickets as needed to satisfy customer needs
- Monitor and documents any trends in the workplace for action and notification
Call Center Team Lead
CACI International
02.2016 - 04.2019
- Oversee daily operations for the Arlington National Cemetery call center based offsite
- Serving as SME, assist agents with questions and receive internal escalation calls as needed
- Assist the Call Center Shift Lead Manager with other operations to include reporting, interviews, and maintaining employee records
- Assist Shift Manager with keeping a positive work environment in order to meet the customers required Service Level Agreements, and AQL's on a monthly basis
- Attend all managers meetings, reporting on for the team any concerns or questions
- Assist ANC agents with other questions that may involve concerns regarding the workplace or simple HR questions
- Assist with creation, and maintaining of employee work instructions and operating procedures
- Oversee the training program for new employees
- Maintain a working relationship with Civilian/Government employee's at the Cemetery in order maintain communications between the call center and ANC
- All other duties as assigned
Help Desk Technician Tier I
L-3 Communications
01.2010 - 02.2016
- Assist callers via phone support and also remotely connecting to computers systems for the Department of Defense, National Capital Region including users at the Pentagon and supporting buildings
- Assist users in configuration, software installs, network and system security issues on both NIPR and SIPR (Classified network) sides
- Escalated tickets to higher tier technicians if the users issue could not be resolved using Remedy tracking software
- Assist users with Active Directory entries and network account settings
- Remote web and VPN support including maintenance and configuration of software installed
- Microsoft XP, Vista and Windows 7 support as well as MS Office 7 Suite including Outlook configuration and personal folder creation
- Provided support for Army Knowledge Online SIPR on a Tier II level as a subject matter expert
- Assist with training new contracted employees in the operation and processes needed to assist customers
- Experience in Remedy, Right Now Web and AMC Ticketing systems
- List of clients currently supporting include HQDA (Headquarters, Dept
- Of the Army), AKOS (Army Knowledge Online- SIPR), HQ- AMC (Headquarters, Army Material Command, Ft
- Belvoir, SIAD), APD (Army Publishing Directorate), PTC (Pentagon Telecommunications Center), Arlington National Cemetery and a few smaller clients as well
- Currently possess a current Secret Clearance approved by the DoD in March
- Other duties as assigned
- Beginning April 2012, I began acting as Tier II support for AKO-S in the capacity of Web Portal Support Technician Lead SME
- I assist Tier I technicians with issues pertaining to AKO-S users and assist mgmt maintaining SLA's on a daily and monthly basis
Computer/Electronics Hardware Technician
Experient Inc.
10.1998 - 01.2009
- Maintained a fleet of approximately 400 computers, LCD monitors, 500 printers including specialized badge printers, laser printers and inkjet printers
- Also helped in the maintenance of approximately 4000 electronic lead capturing devices used in the convention industry to capture sales leads
- Researched, specified, compatibility tested and deployed new computers, monitors, network devices and all other peripherals
- Led many projects pertaining to upgrading and maintenance of computers and electronic systems
- Coordinated warranty repairs with manufacturers and suppliers
- Maintained an inventory of replacement parts for computer systems and peripherals within budget and pricing guidelines
- Developed and conducted training classes for peers in the operation, preventative maintenance and basic troubleshooting skills for computers and peripheral devices
- Provided technical support via phone and email to onsite personnel and also traveled periodically to provide support as well
- On several occasions, I was the primary lead retrieval person onsite providing Lead Retrieval Services to Exhibitors
- Provided desktop support to in house users as needed
- Supervised 2 other employees until company reorganization in 2006
- Carried out many other tasks as assigned, sometimes outside of my job description
Computer Repair Technician
Computer Enhancement Systems
04.1996 - 10.1998
- Diagnosed and repaired computers for commercial business's and home computer users at the software and hardware level
- Built custom computers according to the customers specifications and needs
- Recommended upgrades to current systems as required and would install and configure those upgrades
- Upgrades would include memory, hard drives, video cards and even system boards and CPU upgrades
- Traveled locally to business' for computer diagnosis and repair as needed and also assisted in the installation of local area networks (LAN)
- Was promoted to lead inhouse technician and would supervise the other techs, (3-5) and arrange the incoming work making sure work was completed in a timely fashion and within the guidelines of our shop
- Assisted walk-in customers with sales and service
- Other duties as assigned
Education
No Degree - HDI Support Center Analyst
Help Desk Institute
10-2024
Computer Hardware Diagnostics And Computer Repair
Frederick Community College
04.1998
Diploma - undefined
Walkersville High School
06.1976
Skills
- System monitoring
- Application support
- Incident management
- Network troubleshooting
- Operating systems
- Hardware support
- Remote support
- Escalation management
- User credential management
- Staff management
- Staff training and development
- Employee onboarding
Activities
- Volunteer Fireman/EMT in Frederick County for 15 Years.
- Boy Scouts of America Scoutmaster, Walkersville Troop 1070 for 7 Years.
- Unit Commissioner and Training Staff Member, Francis Scott Key District, Boy Scouts of America.
- Former member of the Technology Committee, National Capital Area Council, Boy Scouts of America, Bethesda, MD.
- Licensed Amateur Radio Operator.
Timeline
IT Service Desk Analyst
Defense Information Systems Agency, DISA
07.2024 - Current
Call Center Incident Manager
JSP
09.2022 - 07.2024
Call Center Incident/Queue Manager
HQDA
10.2019 - 09.2022
Call Center Queue Manager
CACI International
04.2019 - 10.2019
Call Center Team Lead
CACI International
02.2016 - 04.2019
Help Desk Technician Tier I
L-3 Communications
01.2010 - 02.2016
Computer/Electronics Hardware Technician
Experient Inc.
10.1998 - 01.2009
Computer Repair Technician
Computer Enhancement Systems
04.1996 - 10.1998
Diploma - undefined
Walkersville High School
No Degree - HDI Support Center Analyst
Help Desk Institute
Computer Hardware Diagnostics And Computer Repair
Frederick Community College
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