Open To Work
Edward Ballard III
Sterling,VA
Work Preference
Summary
Analytical Business Analyst and IT Support Professional with over 10 years of experience in federal programs. Specializes in optimizing service delivery, enhancing help desk performance, and facilitating stakeholder collaboration. Recognized for improving user experiences and achieving operational efficiencies through data reporting and quality assurance testing.
Overview
31
31
years of professional experience
Work History
Tier II Help Desk Support | Quality Assurance
Peraton
Herndon, VA
01.2014 - Current
- Deliver Tier I/II end-user technical support for DoD and Army personnel, maintaining SLA response and resolution targets (98%+ service quality).
- Managed full ticket lifecycle using ITSM tools, enhancing escalation accuracy and ticket documentation with Azure DevOps.
- Produced monthly help desk analytics and ad-hoc KPI reports for leadership to inform capacity planning and performance improvements.
- Conduct software QA testing for application upgrades and defect validation, identifying and documenting issues to support release readiness.
- Facilitated weekly status meetings with Army Munitions Management stakeholders to monitor risks, issues, and milestones.
- Support TAMIS (Total Ammunition Management Information System) training delivery, resulting in smoother onboarding and reduced user errors.
Help Desk Support Specialist
Resilient Solutions / Acentia
Lanham, MD
01.2009 - 01.2014
- Provided Tier I technical and user support to DoD customers, maintaining high satisfaction ratings and consistent closure within SLA.
- Guided military personnel on system navigation, enhancing operational readiness and reducing repeat inquiries.
- Assisted with TAMIS training rollouts for user groups and mission partners, facilitating smoother transition and adoption.
Product Support Specialist / Customer Support Lead
Geologic Solutions
Herndon, VA
01.2001 - 01.2009
- Led front-line support operations for satellite, wireless, and land mobile communications technology solutions.
- Oversaw training and mentoring for new Product Support Specialists, enhancing ramp-up time.
- Collected and analyzed data to support engineering and troubleshooting decisions, contributing to reduction of recurring issues.
- Managed inventory tracking and organization to ensure operational readiness and accountability of assets.
Customer Care Agent I (Radio Room)
Washington Suburban Sanitary Commission
Laurel, MD
01.2005 - 01.2006
- Handled customer inquiries regarding water services and billing issues.
- Assisted customers in understanding their water usage reports.
- Coordinated technician dispatch in response to emergency call center service requests, ensuring timely resolution.
- Provided support for service requests and maintenance scheduling.
- Developed and updated monthly reports using MMIS and GIS data to enhance leadership visibility into operations.
Quality Assurance & Customer Care Representative
Cellular One Washington/Baltimore
Greenbelt, MD
01.1998 - 01.2000
- Resolved customer complaints to ensure satisfaction and retention.
- Assisted customers with inquiries regarding cellular products and services.
- Processed billing inquiries and adjustments for customer accounts.
- Executed QA checks and documented service gaps to inform updates to operational SOPs.
- Performed root-cause escalation resolution to enhance customer retention and minimize churn for high-value accounts.
Administrative Specialist / Courier
United States Army
Fort Sill, OK
01.1995 - 01.1997
- Coordinated senior-level meetings and administrative actions for CSM and Chief of Staff to facilitate decision-making.
- Coordinated administrative functions for military personnel and operations.
- Managed scheduling and logistics for training exercises and meetings.
- Processed documentation and maintained records for compliance and audits.
- Obtained military CDL and secured delivery of sensitive documents, ensuring compliance with protocols.
Education
Mathematics, Computer Science
Morgan State University
Baltimore, MDSkills
- Tier II support and ticket management
- Technical troubleshooting
- Software quality assurance testing
- Requirements gathering
- Agile project management
- Data analysis and trend reporting
- SQL management
- Remote support tools
- Cloud-based systems
- Office and Adobe tools
- Stakeholder engagement
- Customer management
- Training management
Clearance
Active Secret Clearance
Certifications
ITIL-4
Timeline
Tier II Help Desk Support | Quality Assurance
Peraton
01.2014 - Current
Help Desk Support Specialist
Resilient Solutions / Acentia
01.2009 - 01.2014
Customer Care Agent I (Radio Room)
Washington Suburban Sanitary Commission
01.2005 - 01.2006
Product Support Specialist / Customer Support Lead
Geologic Solutions
01.2001 - 01.2009
Quality Assurance & Customer Care Representative
Cellular One Washington/Baltimore
01.1998 - 01.2000
Administrative Specialist / Courier
United States Army
01.1995 - 01.1997
Mathematics, Computer Science
Morgan State University