Hi, I’m
Jared A. Bell
Washington,DC
Summary
To obtain a challenging Application Support position where I can utilize my technical expertise and
customer service skills to provide exceptional support to end-users, identify and resolve technical issues, and ensure the
optimal functioning of software applications.
Overview
9
years of professional experience
Work History
DeloitteWashington DC
Tier III Application Support Specialist
06.2020 - 11.2022
Job overview
- Support technology services that are responsible for the adjudication and issuance of visas for potential citizens
- Deploy standard processes and methods; continuously review, refine, and oversee the consistent use of processes and methods, while responsible for the adjudication of U.S
- Citizenship and nationality, determination of entitlement, and issuance of passport documents
- Troubleshoot application issues that Level I, Level II, and Level III are unable to resolve, work with developers and monitor the completion of daily design implementation, provide daily reports to senior officials reflecting status of aged incidents,
- Create and modify SOP’s for NCS team and other entities
- Perform backend data modifications using SQL and perform in depth analysis on critical incidents effecting
- NCS supported entities
- Successfully closed 100 tickets within two days
- Participate in meetings involving applications management activities and release planning, Aid in process improvement to reduce the amount of time to resolve reoccurring issues, Adds and updates knowledge base articles in Remedy
- Escalates any critical or urgent issues to the operations managers, and liaison between the application support team and agile scrum teams to discuss issues that may affect applications
- Conducts customer order entry and Return of Excess Funds (ROEF) processing
- Assist Level I and Level II with guidance and knowledge on reoccurring issues, perform problem management solutions to identify and mitigate reoccurring issues that affect the CST applications, provide reporting on high/critical incidents, and provide support for data migrations and major CST changes, and receive, triage, manage and close Remedy related tickets on daily basis.
SAIC – Department of State, contactorWashington DC
Help Desk Analyst
12.2019 - 06.2020
Job overview
- Provide professional phone and in-person technical support to customers with the goal of resolving customer-reported issues upon first contact
- Monitor Remedy Ticket queue and update tickets assigned daily, also documenting all incidents and service request tickets in ITSM tool (Remedy) to ensure customers are provided with the latest status/update, progress, and resolution of their request
- Triage and troubleshoot all mobile device and remote access - BlackBerry, iPhone/iPad, Android, Global OpenNet (GO), and Surface Pro – issues; provide customers with step-by-step instructions on how-to configure and/or troubleshoot device-related or remote access-related issues
- Process new mobile or remote access service enrollment requests and/or service account requests from Remedy and/or
- MRA Management System (MRAMS), Ass/Change account information in Active Directory, BlackBerry, and/or Citrix related
- Add/Change account information in Active Directory, BlackBerry, and/or Citrix/XenMobile related systems; perform
- BlackBerry/XenMobile mobile device activations and re-activations.
DIGITALSPEC- Department, StateWashington DC
Help Desk Technician/Data Center manager
08.2019 - 10.2019
Job overview
- Monitor servers for the Department of State to ensure they are up and running, work closely with LAN Administrators to troubleshooting server problems and documents all changes, issues and problems related to maintaining the servers, perform reboots on physical and use VMware vSphere client to reboot virtual servers
- Responsible for manually pinging, testing, and opening problem outages for servers and web sites that are not responding
- Provided Desktop support for Microsoft Office and Database Admin support
- Managed emails and collaborated with other Network Engineers to establish tickets that needed to be processed to ensure a quick resolution
- Provide Support to end-user’s company issued laptops, desktops, and mobile devices
- Provided support to 2000+ end-users for application and password troubleshooting
- Created and standardized knowledge base repository for common issues and manuals
- Provided phone support for subsidiary offices for various issues
ASRC Federal- Drug Enforcement AgencyArlington, VA
Program Support Specialist
12.2017 - 06.2019
Job overview
- Applied my knowledge and understanding of the Controlled Subject Act (CSA)and Code of Federal Regulations to manage over 30,000 chain registrants under Automatic Dispensing System and Combat Methamphetamine Epidemic Act of 2005 (CMEA) to ensure satisfactory client service
- Performed review and analysis of background investigations and other relevant information to determine an individual’s eligibility for a DEA number
- Lead program support for the Office of Diversions Registration and Program Support Section and serve as the primary point of contact for numerous field office staff members on all matter governing the DEA Registration Program
- Received and processed new and renewal applications for nurse practitioner, doctors, and physician assistant on a yearly basis as required, entered application data into CSA database to modify current records of new and renewal CSA applications
- Perform status check of subscriber applications
- Conduct subscriber authentications and update client information
- Process registration revocation, renewals, and ticket management system
- Install/troubleshoot subscriber certifications, manage and respond daily to email correspondence.
Alpha Omega IntergrationVienna, VA
Application Support Engineer
04.2023 - Current
Job overview
- Conducted root cause analysis to identify basis of application problem.
- Debugged and repaired application issues.
- Delivered technical support to clients by offering solutions based on specific problems and concerns.
- Collaborated with internal teams to resolve customer issues and support customer service goals.
- Managed systems configuration with automated tools.
- Suggested changes to support practices to drive improvements.
- Liaised with clients to clarify business challenges and objectives to optimize performance of existing systems.
- Logged status of jobs in work tickets using Service Now tracking system.
- Updated and maintained knowledge base information for documentation and future reference.
Quality TechnologyArlington, VA
Help Desk Analyst
10.2014 - 12.2017
Job overview
- Provide access and login support (i.e., account locks, password resets, user account creation, etc.) to agents, brokers, State, and Issuer System Administrators, and/or other authorized stakeholders
- Document and log all inquiries received, as required, in Remedy Incident tracking system and escalate to the appropriate next technical support tier for investigation and resolution
- Investigate issues to determine if they are within the Tier 1 scope of resolution and resolve accurately
- Investigate issues utilizing all available resources to accurately identify appropriate escalation path to ensure timely resolution.
Education
01.2022
University Overview
Introduction to Cyber Security, Simplilearn
09.2021
University Overview
Prince Georges Community College
A.A
06.2012
University Overview
Bowie State University
01.0001
University Overview
Introduction to Cloud
Skills
- Technical Skills/Software
- Operating Systems:
- Windows, MacOS
- Programming Languages: SQL, HTML
- Databases: Oracle, MySQL
- Tools: Remedy, ServiceNow, Active Directory, SharePoint
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Timeline
Application Support Engineer
Alpha Omega Intergration
04.2023 - Current
Tier III Application Support Specialist
Deloitte
06.2020 - 11.2022
Help Desk Analyst
SAIC – Department of State, contactor
12.2019 - 06.2020
Help Desk Technician/Data Center manager
DIGITALSPEC- Department, State
08.2019 - 10.2019
Program Support Specialist
ASRC Federal- Drug Enforcement Agency
12.2017 - 06.2019
Help Desk Analyst
Quality Technology
10.2014 - 12.2017
Prince Georges Community College
A.A
Bowie State University
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