John Litten
Software Engineer
Ridgeley,WV
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Help Desk Analyst
IBM
03.2021 - Current
- Streamlined help desk operations for increased efficiency by implementing effective ticketing systems.
- Reduced call wait times by improving internal processes and communication within team.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Managed critical incidents effectively under high-pressure situations while maintaining professional communication with affected parties.
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
Conductor
CSX Railroad
04.2012 - 09.2019
- Participated in formulation and execution of contingency plans for unforeseen circumstances, ensuring minimal impact on daily operations.
- Maintained accurate records of all cargo transported to ensure timely delivery and customer satisfaction.
- Managed crew assignments for optimal performance and increased overall productivity.
- Enhanced safety standards by enforcing proper procedures and regularly conducting safety drills.
- Ensured compliance with federal regulations by staying up-to-date on industry changes and implementing necessary adjustments.
- Established clear communication channels among crew members during high-stress situations which ensured smooth operations.
Help Desk Support Specialist
Western Maryland Regional Medical Center
06.2010 - 05.2012
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Developed and maintained up-to-date knowledge base to provide accurate information and guidance to customers.
- Contributed ideas for continuous improvement initiatives within help desk department.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
Education
Bachelor of Science - Software Engineering
Western Governors University
Salt Lake City, UT 05.2001 -
Associate of Science - Computer Programming, Specific Applications
Allegany College of Maryland
Cumberland, MD 09.2001 - 06.2003
Skills
Application support
Network Troubleshooting
Technical Support
HTML and XML
Technical Writing
Project Documentation
Software Design
System debugging
Algorithm implementation
Testing and debugging
Software Development Life Cycle (SDLC)
Problem-Solving
C expertise
Java expertise
PLC expertise
HMI expertise
Timeline
Help Desk Analyst
IBM
03.2021 - Current
Conductor
CSX Railroad
04.2012 - 09.2019
Help Desk Support Specialist
Western Maryland Regional Medical Center
06.2010 - 05.2012
Associate of Science - Computer Programming, Specific Applications
Allegany College of Maryland
09.2001 - 06.2003
Bachelor of Science - Software Engineering
Western Governors University
05.2001 -