Jorel Singer
Severn
Summary
Detail-oriented Tier 2 Service Desk Specialist with expertise in IT quality assurance and incident management. Proficient in complex remote troubleshooting and mentoring Tier 1 staff, utilizing ServiceNow & Jira for efficient ticket resolution and high customer satisfaction. Certifications in progress include Linux+, Server+, CCNA, AWS Cloud Administrator, CISSP, and AZ-104: Azure Administrator Associate. Holds a Top Secret SCI clearance with CI polygraph since 2017.
Overview
21
21
years of professional experience
Work History
Tier II Help Desk VIP Support
Leidos
09.2023 - Current
- Prioritized VIP clientele and delivered expedient solutions after troubleshooting and stayed alert for any further VIP requests
- Achieved high customer satisfaction by resolving issues with effective and friendly support.
- Provided help desk support, imaged computers, utilized active directory, and managed the Jira ticketing system. Diagnosed and fixed VPN and VDI issues and resolved application problems both remotely and in person.
- Assessed customer needs quickly during interactions.
- Introduced ideas and solutions that improved team collaboration and service delivery.
- Worked with cross-functional teams to achieve goals.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Leveraged software and tools to streamline support processes and enhance service efficiency.
Tier II Help Desk Support
CGI Federal
09.2019 - 09.2023
- Provided Help Desk support while imaging computers, utilizing active directory, and managing the Jira ticketing system to ensure efficient issue resolution.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Senior Sales Associate
7-11 Corporation
09.2015 - 09.2019
- Assisted customers with product selections and inquiries.
- Managed inventory levels and organized stock displays.
- Trained new team members on store procedures and customer service.
- Organized and cleaned dining areas to enhance customer satisfaction.
Contract IT Tier I Help Desk Support
Insight Global
Linthicum Heights
11.2018 - 12.2018
- Provided help desk support at Maryland Medical Center from Nov. 29, 2018 to Dec. 21, 2018, addressing user inquiries and resolving technical issues
- Utilized Cherwell ticketing system to manage help desk and ticketing operations for Epic applications
- Managed daily operational tasks to ensure smooth workflow.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
System Security Engineer
BS Productions
01.2015 - 04.2015
- Implemented computer security measures to safeguard sensitive data and systems
- Oversaw security integration efforts
- Performed software maintenance tasks to ensure optimal system performance and security compliance
- Administered Win 7 and Win 8 Operating Systems on the network.
- Installed OS, drivers, and business software to support operational functionality and user requirements
Live Theatre Actor
Las Cruces Community Theatre
06.2009 - 12.2012
- Performed as “Mike Teevee” in Charlie and the Chocolate Factory (2009), “Porter Boy” in Plaza Suite (2011), and as “Sammy/Patrons/Others” in Alfred Hitchcock’s ‘Vintage Hitchcock’, and “Tenorio/Prisoner” in Man of La Mancha (2012), showcasing versatility across diverse roles.
- Performed diverse roles in various productions at community theatre.
- Collaborated with directors to interpret scripts and develop characters.
- Participated in rehearsals to refine performances and enhance stage presence.
- Supported community activities through active participation and engagement.
Live Theatre Actor
No Strings Attached Theatre Company
06.2005 - 10.2006
- Portrayed diverse characters in various productions at local community theater.
- Collaborated with directors and cast members to create compelling performances.
- Attended rehearsals regularly to refine dialogue delivery and stage presence.
- Portrayed “Worker/Soldier Ant” in production of “Under the Sycamore Tree,” contributing to ensemble performance.
- Assisted with event planning and execution at local community center, enhancing community engagement.
Education
Associate of Science - Information Technology
University of Maryland Global Campus
Hyattsville, MD12-2024
Associate of Science - Information Technology
Dona Ana Community College
Las Cruces, NM07-2015
High School Diploma -
Onate High School
Las Cruces, NM05-2012
Skills
- Computer imaging
- VPN troubleshooting
- Application support
- Jira administration
- Customer relationship management
- Team development
- Problem solving
- Attention to detail
- Customer satisfaction enhancement
- Excellent communication
- Fluent in English
- Computer skills
- Active Directory administration
- Communication skills
- Service efficiency
- Project planning
- Critical thinking
- COMPTIA Security certified
- COMPTIA Network certified
- COMPTIA A certified
- COMPTIA Cloud certified
- COMPTIA IT Operations Specialist certified
- COMPTIA Secure Infrastructure Specialist certified
- COMPTIA Secure Cloud Professional certified
- COMPTIA Cloud Admin certified
- Team collaboration
- Active Directory
- Jira management
- Help desk support
- Technical documentation
- Cross-functional teamwork
- Application diagnostics
- Process streamlining
- Conflict resolution
- Time management
- Leadership
- Friendly, positive attitude
- Recordkeeping
- Relationship building
- Analytical thinking
- Interpersonal communication
- Quality assurance
- Microsoft office
- Collaboration skills
- Java language
- Python language
- C language
- Bash language
- Perl language
- Powershell language
- HTML language
- SQL language
- LSL language
- XML language
- Linux
- Unix
- Access Database
- Telephone etiquette
- AWS Cloud management
- Azure Cloud Technician
- Linux management
- Cloud Administration
- Cisco Networking
- Oracle Virtual Box Training
- TCP/IP
- Network Administration
- OS integration
- Active Directory Management
- Microsoft support
- Cherwell Ticketing System Usage
- PKI training
- Amazon Web Services Training
- Cloud Virtual Private Network training
- Phone port configuration
- Microsoft System Center Configuration Manager (SCCM)
- Excel Spreadsheets
- Linux Databasing
- Unix Databasing
Languages
English
Professional
Spanish
Elementary
Accomplishments
- Received Cash Bonus for Good Work from Leidos
- Receive Kudos from several VIP customers
- Listed in Leidos' Kudos for the year of 2024
- Received Promotion from Tier II Service Desk to VIP Service Desk Tech.
- First Contact with executing help desk wide projects.
Timeline
Tier II Help Desk VIP Support
Leidos
09.2023 - Current
Tier II Help Desk Support
CGI Federal
09.2019 - 09.2023
Contract IT Tier I Help Desk Support
Insight Global
11.2018 - 12.2018
Senior Sales Associate
7-11 Corporation
09.2015 - 09.2019
System Security Engineer
BS Productions
01.2015 - 04.2015
Live Theatre Actor
Las Cruces Community Theatre
06.2009 - 12.2012
Live Theatre Actor
No Strings Attached Theatre Company
06.2005 - 10.2006
Associate of Science - Information Technology
University of Maryland Global Campus
Associate of Science - Information Technology
Dona Ana Community College
High School Diploma -
Onate High School