JAMES BLOCKWOOD

• Provided Tier 1 IT support to various customers and agencies
• Use ticketing systems to manage and process support actions and requests.
• Maintain detailed documentation of all help desk interactions for future reference and analysis.
• Log support tickets and close when issues are resolved.
• Provide basic end-user troubleshooting and desktop support.
• Provide customer support and technical support to 15+ customers daily.
• Compile and accurately enter data for each customer encounter to record in the system.
• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Support end-users in software installations
• Coach and train end-users on functions, features, and basic troubleshooting of software such as Fire Emergency Services-Information Management System (FES-IMS) and Automated Readiness Information System (ARIS), Digital University, and Air Force Center for Electronic Distribution of Systems (AFCEDS).

Drive finished-product vehicles to designated locations

Prepares vehicles for various stages of processingInspect vehicles to ensure it is damage-free and functioning properly
Document any mechanical difficulties or sustained damage of any type and report to management

• Perform tire pressure checks using hand-held pressure gauges
• Perform battery condition checks
• Drive vehicles on/off conveyors
• Remove interior/exterior plastic protection wrap

• Reviewed and updated test cases and scripts in HP Life Cycle Management (ALM) and JIRA to ensure 100% requirement coverage to the Air Force Civil Engineering NEXGEN program utilizing IBM TRIRIGA COTS software as well as the System Authorization and Access Request (SAAR) used for data access
• Execute manual test cases and report any Defect reports (DRs) or Change reports (CRs) discovered during testing activities and keep track till the closure
• Participated in daily teleconferences with Program Manager, System Integrator, and development team to discuss requirements, fixes, and program progression.

• Reviewed and updated test cases and scripts in HP Life Cycle Management (ALM) to ensure 100% requirement coverage to the Air Force Civil Engineering NEXGEN program utilizing IBM TRIRIGA COTS software as well as the System Authorization and Access Request (SAAR) used for data access
• Performs all validation and verification testing on four Air Force Civil Engineering systems
• Execute manual test cases and report any Defect reports (DRs) or Change reports (CRs) discovered during testing activities and keep track till the closure
• Attended weekly meeting with Program Manager, System Integrator, and development team to discuss requirements, fixes, and program progression.

• Distributed geospatial software products to the Air Force Civil Engineering community spanning 89 installations
• Provided GeoBase Program Management Office with software activity reports by compiled and analyzed data encompassing a snapshot of product distribution and utilization
• Coordinated independent government cost estimate projecting product and maintenance assessment established via the Environmental Systems Research Institute (ESRI) software Enterprise License Agreement (ELA)
• Streamlined Environmental Systems Research Institute (ESRI) software request process through continuous evaluation in conjunction with key stakeholders and Project Management Office
• Serves as Environmental Systems Research Institute (ESRI) system administrator and technical support for 352 customers
• Troubleshot user issues, opened trouble tickets, and maintained user accounts, access, roles, and permissions
• Facilitated office teleconferences with vendors, stakeholders, and Program Management Office discussing product testing, approval process, and address distribution protocol.

• Actively communicated the benefits of the in-store credit to customer in order to drive sales growth and increase customer loyalty
• Operated a point of sale machine and other related equipment, balanced daily financial transactions, practiced loss prevention, and other retail related duties
• Replenished depleted stock items, perishable consumables, and inventory applicable store merchandise.

• Oversaw division personnel evaluations and awards processing programs
• Provided SharePoint site administrative support, ensuring approved user access and permissions to 200+ document libraries; maintained 15 webpages and ensured data availability to 2,000+ users
• Organized SharePoint user and site manager training, increasing office production 70%
• Developed SharePoint query method to capture critical data, enabling directors to achieve corporate office objectives
• Advised leadership on trends, process improvements, assignments, training, records management, and utilization of administrative personnel
• Upheld compliance with policies relating to incoming and outgoing official and government mail for 2,200 military, civilian, and contractor personnel.

• Delivered key executive administrative support for 190 military and civilian personnel, including processing personnel actions, administrative orders, joint awards nominations, and military performance reports
• Received, processed, and distributed incoming and outgoing correspondence relating to policy, force structure, and mission
• Informed system users of internal security practices prior to granting access to information systems
• Devised and implemented policies, procedures, and guidance for electronic records keeping and management
• Managed $2,500 purchasing account budget, ordering supplies and equipment and coordinating office equipment maintenance as Office Resource Advisor
• Administered Defense Travel Management database and spreadsheets, including user accounts, access, and reporting.