Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Raymond Green

Summary

Information Technology Specialist with 10 years of experience quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every ticket submitted. Skilled at maintaining positive communication even in stressful situations. Possesses the capability to adapt to sudden changes in operation. Experienced with both military and contractor sectors of information systems with the ability to be an asset to a team in critical situations.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Science Applications International Corporation
Augusta, GA
10.2019 - Current
  • Serves as Tier I Technician/Mobility Agent for the Army Enterprise Service Desk Worldwide.
  • Provide technical support to over 1.2 Million customers ranging from Army, National Guard, and civilian personnel.
  • Evaluate user problems utilizing test scripts, personal expertise, and probing questions.
  • Assist customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Answers advanced questions about installation, operation, configuration, customization, and usage of assigned products related to A365.
  • Log support tickets and close accordingly when issues are resolved.
  • Use ServiceNow and Remedy ticketing systems to manage and process support actions and requests.
  • Process support requests weekly for technical assistance on a wide range of issues related to Enterprise Services.
  • Serves as Entitlement Manager provisioning users e-mail accounts in Defense Enterprise Provisioning Online (DEPO).
  • Troubleshoot end users’ issues pertaining to Enterprise Access.
  • Management Service-Army (EAMS-A).
  • Create a distribution list, organizational mailboxes, and mail-enabled security group for organization management.
  • Document all transactions and support interactions in the system(s) for future reference and addition to the knowledge base.
  • Use MobileIron and Purebred Registration to configure end users’ mobile device(s).
  • Troubleshoot mobility issues that may need to be escalated to a higher tier.
  • Create Active Directory account for network access.
  • Manage users' accounts in the Army Training and Certificate Tracking Systems (ATCTS) for network compliance.
  • Collaborate with ServiceNow Administrator and development team to test new ServiceNow processes for quality and bugs.
  • Provide on-the- job training for newly hired agents in small group sessions.
  • Process Tier II escalations for quality and completeness.
  • Operate in specialized team for service level agreement attainment.
  • Determine whether to generate a trouble or work order ticket for Third Party vendor for Tier II issues.
  • Resolve more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier I.

Information Technology Specialist (25B)

United States Army
Decatur, GA
10.2016 - 04.2019
  • Served as Senior Information Technician responsible for deployment and installation of NETOPS RAID servers.
  • Created continuity book for start up and shut down of NETOPS Servers for streamline operations.
  • Managed 200+ user accounts for network compliance to fall in accordance with AR 25-2.
  • Diagnosed and executed resolution for all network and server issues.
  • Monitored networks and network devices using SolarWinds to identify and resolve technical problems quickly.
  • Tracked and maintained accountability of over 200+ computer and peripheral devices.
  • Instructed numerous training courses and classes regarding military-issued telecommunications equipment and information systems.
  • Mentored colleagues in reaching objectives that aligned with mission statement.
  • Provided IT support to subordinate units in tactical environment.
  • Supported subordinate units during field training exercises.
  • Imaged 200+ devices for various field training exercise via PXE or removable media.
  • Conducted quarterly inventories or issued and stored workstation and other peripheral devices.
  • Patched and remediated devices out of network compliance.

Information Management Officer

United States Army
Arifjan, Kuwait
12.2015 - 09.2016
  • Serves as Tier I Technician/Mobility Agent for the Army Enterprise Service Desk Worldwide.
  • Provide technical support to over 1.2 Million customers ranging from Army, National Guard, and civilian personnel.
  • Evaluate user problems utilizing test scripts, personal expertise, and probing questions.
  • Assist customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
  • Answers advanced questions about installation, operation, configuration, customization, and usage of assigned products related to A365.
  • Log support tickets and close accordingly when issues are resolved.
  • Use ServiceNow and Remedy ticketing systems to manage and process support actions and requests.
  • Process support requests weekly for technical assistance on a wide range of issues related to Enterprise Services.
  • Serves as Entitlement Manager provisioning users e-mail accounts in Defense Enterprise Provisioning Online (DEPO).
  • Troubleshoot end users’ issues pertaining to Enterprise Access.
  • Management Service-Army (EAMS-A).
  • Create a distribution list, organizational mailboxes, and mail-enabled security group for organization management.
  • Document all transactions and support interactions in the system(s) for future reference and addition to the knowledge base.
  • Use MobileIron and Purebred Registration to configure end users’ mobile device(s).
  • Troubleshoot mobility issues that may need to be escalated to a higher tier.
  • Create Active Directory account for network access.
  • Manage users' accounts in the Army Training and Certificate Tracking Systems (ATCTS) for network compliance.
  • Collaborate with ServiceNow Administrator and development team to test new ServiceNow processes for quality and bugs.
  • Provide on-the- job training for newly hired agents in small group sessions.
  • Process Tier II escalations for quality and completeness.
  • Operate in specialized team for service level agreement attainment.
  • Determine whether to generate a trouble or work order ticket for Third Party vendor for Tier II issues.
  • Resolve more complex issues requiring detailed systems and applications knowledge; these issues have been escalated from Tier I.

Education

Signal Center of Excellence Certificate - Information Technology Specialist

U.S. Army Information Technology School
Fort Gordon, GA
04.2012

High School Diploma -

Greenbrier High School
Evans, GA
05.2011

Skills

  • Purebred Agent / Mobile Device Manager
  • ATCTS Administrator
  • Army Virtual Desktop Administrator
  • Hypori Administrator
  • AESMP- Service Now / BMC Remedy
  • Entitlement Manager
  • Active Directory Users Console Administrator
  • Detail-Oriented Troubleshooting
  • Service Level Agreement Management
  • Remote System Analysis

Certification

  • Active DoD Secret Security Clearance (Expires: 2032)
  • CompTIA Security+ (Expires: 2026)
  • HelpDesk Institute -SCA Certified
  • Cyber Security Fundamentals
  • CIO/G6 NETCOM Windows 10 MD-100
  • Social Networking and Your Online Identity
  • Phishing Awareness
  • DOD Mobile Device
  • Using PKI Certificates
  • Identifying and Safeguarding PII
  • Drivers License

Timeline

Help Desk Technician

Science Applications International Corporation
10.2019 - Current

Information Technology Specialist (25B)

United States Army
10.2016 - 04.2019

Information Management Officer

United States Army
12.2015 - 09.2016

Signal Center of Excellence Certificate - Information Technology Specialist

U.S. Army Information Technology School

High School Diploma -

Greenbrier High School
Raymond Green