Noah R. Leslie
Honolulu,US
Summary
Motivated Service Desk Analyst with 2 years of experience in providing technical support to end-users. Skilled in troubleshooting and resolving software and hardware issues, as well as conducting system analyses to identify and resolve technical problems. Adept at communicating complex technical concepts to non-technical audiences and providing excellent customer service to resolve issues in a timely manner. Proficient in various ticketing systems and service desk tools, as well as Microsoft 365 and Windows operating systems. Proven ability to work independently and collaboratively in a fast-paced, high-pressure environment. Seeking to leverage my skills and experience to contribute to a dynamic team and advance my career as a I.T. professional.
Overview
7
7
years of professional experience
Work History
INFORMATION TECHNOLOGY SPECIALIST (CUSTSPT), NF-04
DFMWR
Schofield Barracks, HI
05.2023 - Current
- Customer Support and Network Coordination: Proficient in delivering customer support in alignment with network administration functions, ensuring optimal user experiences.
- Multi-User Environment Management: Skilled in overseeing multi-user, collaborative processing environments, enhancing operational efficiency.
- End-User Training and Support: Proficient in providing formal and informal training and support to end-users for effective utilization of systems and applications.
- Documentation and Policy Development: Adept at crafting comprehensive supporting documentation and systems policies to ensure clarity and adherence.
- Process and Program Administration: Capable of administering processes, programs, and automated sub-systems for smooth workflow execution.
- Inventory Management: Manager of IT-B Hand Receipt. Responsible for $200k+ worth of inventory.
- Life Cycle Replacement Manager: Manager of Life Cycle Replacement, deploying new workstations to 500+ staff across 15+ facilities.
Help Desk Service Analyst $22/H
Frontline Managed Services, Inc - Fulltime
Honolulu, United States
10.2021 - 05.2023
- Ticketing Systems / ServiceNow
- Handled 30-40 interactions daily supporting dozens of law firms by live call or email to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Resolved issues on initial call 78% of time using internal knowledge base, troubleshooting skills, experience and team resources.
- Utilized various methods and procedures to troubleshoot and resolve data processing issues for both hardware and software systems.
- Conducted resource evaluations and allocation to meet user needs, and implemented design changes to optimize system performance.
- Monitored network systems on an ongoing basis, identifying and resolving network-related problems to ensure compliance with operational standards.
- Provided expert consultation and instruction in hardware and software testing, ensuring that systems were properly configured and functional.
- Supported the implementation of various systems for word processing, data storage, retrieval, and analysis, improving efficiency and productivity.
Child and Youth Program Assistant
Child & Youth Services, Camp, CY
Humphreys, South Korea
05.2018 - 10.2020
- Supervised children and youth ranging in age from 6 weeks to 18 years during daily schedule of indoor and outdoor activities and on field trips, outings, and special events
- Planned, coordinated, and conducted activities for program participants based on observed needs of individual children and youth
- Prepared and implemented program options for children and youth with special requirements
- Instructed team members in specific tasks and job techniques; makes available written instructions, reference materials, and supplies
- Explained program guidance, procedures, policies, and directives to team members
- Used designated evaluation materials to ensure assigned area followed Department of Defense (DOD), and local installation standards
- Ensured assigned area maintains standards for DOD certification and national accreditation or equivalent
- Completed training requirements using approved service materials to include designated training modules
- Performed other related duties as assigned.
Technology Sales Associate
Army & Airforce Exchange Services
Camp Humphreys, South Korea
05.2017 - 04.2018
- Provided expert knowledge on the latest state-of-the-art technologies for consumers
- Counseled by representatives from many leading corporations such as Apple, Samsung, and Bose
- Responsible for driving the customer experience through proactive and customer focused behaviors and actions
- Actively evaluates customers’ needs by listening, providing solutions and making recommendations to maximize customer satisfaction and exchange brand loyalty.
- Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities.
Education
Bachelor of Science - Business/Information Systems & Quantitative Methods
University of Alabama-Birmingham
Birmingham, AL10.2022
Skills
- T3 Secret Clearance
- Comptia: Security Certification 10/09/22-10/09/25
- Information Management Officer (IMO), Telephone Control Officer (TCO), ATCTS Manager, Army CHESS, ITAS (IT Approval System)
- Collaborative Team Player
- 5 years of Customer Service experience
- Technical Troubleshooting
- Hardware and Software Repair
- Troubleshooting Network Issues
- Verbal and Written Communication
- Documentation, SOP guidance
- Microsoft 365
- End-user support
- Process improvement implementation
- Inventory Management
- POS (Point-of-Sales) system experience
References
Kale Custer, Sr.Network Engineer at CACI International
Contact: Custerkale@yahoo.com Cell: 336-213-4514
Jose Poindexter, Cyber Systems Operator at USAF
Contact: JosePoindexter@yahoo.com Cell: 931-494-0582
Accomplishments
- USAG Hawaii, DFMWR - Ice Superstar Award - Received the most positive ICE comments during the 4th quarter of 2023.
- USAG Hawaii, DFMWR - Mahalo Award - Recognized for providing excellent service during the 4th quarter of 2023.
Affiliations
- Youth Sports Coach - Volunteered 250+ hours coaching youth sports to military kids in Hawaii.
Timeline
INFORMATION TECHNOLOGY SPECIALIST (CUSTSPT), NF-04
DFMWR
05.2023 - Current
Help Desk Service Analyst $22/H
Frontline Managed Services, Inc - Fulltime
10.2021 - 05.2023
Child and Youth Program Assistant
Child & Youth Services, Camp, CY
05.2018 - 10.2020
Technology Sales Associate
Army & Airforce Exchange Services
05.2017 - 04.2018
Bachelor of Science - Business/Information Systems & Quantitative Methods
University of Alabama-Birmingham
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