Jared Bell

• Respond to technology-related service requests, incidents, and problems (phone, desktop, applications, audio/visual, mobile device, and/or network connectivity) for government employees/contractors within Department of State
• Develop standards for monitoring customer support mailbox(es) and channels to ensure that all users within Department of State receive timely support in response to their requests for assistance
• Serve as liaison covering computer system end-user operations, including but not limited to: system sign-on, use of menu and help systems, Microsoft 365 applications, telecommunications, use and troubleshooting of mobile devices, computers and printers
• Adhere to agreed timelines for escalation to appropriate subject matter expert (SME), and/or Customer Engagement Advocate who will ensure proper routing and resolution of issues
• Strengthen relationships with customers by maintaining open lines of communication and addressing concerns proactively.

• Managed system configuration with automated tools in order to identify system issues/problems.
• Debugged and repaired application/system issues.
• Logged status of IT-related jobs using ServiceNow ticketing system in order document completion of work and for future reference.
• Liaised with clients to address business challenges and objectives to optimize performance of existing systems.
• ·Suggested changes to support practices to drive improvements.

• Led Level I and Level II Application Support Specialist with:

- Performing problem management solutions in order to identify and mitigate reoccurring issues that affected Department of Consular Affairs (CST) applications

- Providing reporting on high/critical incidents

- Support for data migrations and major CST changes

• Utilized technology services for adjudication and issuance of visas for potential citizens
• Received, triaged, managed, and closed remedy related tickets daily in order to provide daily reports to senior officials reflecting status of incidents
• ·Troubleshooted application issues that Level I and Level II were unable to resolve
• ·Performed backend data modifications using SQL and performed in depth analysis on critical incidents effecting NCS supported entities

• Provided phone and in-person technical support to customers with the goal of resolving customer-reported issues.
• Monitored, updated, and documented all incident and service request remedy tickets assigned daily in order to provide customers with latest status/update, progress, and resolution of their request.
• Triaged and troubleshooted remote access on all Department of State distributed mobile device (e.g. Blackberry, iPhone/iPad, Android)
• Processed new mobile or remote access service enrollment requests and/or service account requests from Remedy and/or MRA Management System (MRAMS).

• Monitored servers for Department of State to ensure normal operations
• Manually pinged, tested, and opened problem outages for servers and websites that were not responding
• Provided support to over 2000 end-users for application and password troubleshooting
• Collaborated with Network Engineers to establish tickets that needed to be processed to ensure quick resolution

• Managed over 30,000 chain registrants under Automatic Dispensing System and Combat Methamphetamine Epidemic Act of 2005 (CMEA) to ensure satisfactory client service
• Led program support for Office of Diversions Registration and Program Support Section and serve as primary point of contact for numerous field office staff members on all matter governing Drug Enforcement Agency (DEA) Registration Program
• Performed review and analysis of background investigations and other relevant information to determine an individual's eligibility for a DEA number
• Received and processed new and renewal applications for nurse practitioner, doctors, and physician assistant annually as required

• Investigated issues to determine if it was within Tier 1 scope of resolution and resolve accurately
• Provided access and login support (i.e., account locks, password resets, user account creation, etc.) to agents, brokers, Department of State, and Issuer System Administrators, and/or other authorized stakeholders.
• Documented and logged all inquiries received, as required, in Remedy Incident tracking system and escalated to appropriate next technical support tier for investigation and resolution
• Utilized all available resources to accurately identify appropriate escalation path(s) to ensure timely resolution.