Shana Blackwell

Oversaw the efficient management of Tier II/III service requests across al departments using Service Now, effectively distributing tasks within the IT field technician team. Demonstrated proficiency in handling and resolving end-user support requests, resulting in a commendable 90% resolution rate for basic troubleshooting tasks and contributing to a notable 20% increase in over all user satisfaction.

Managed high levels of call flow and promptly addressed technical support needs within the Defense Health Agency (DHA). Delivered monthly Global Service Center reports to the program manager of the primary contracting company, providing comprehensive insights into the flow and completion status of all DHA service requests at Walter Reed National Military Medical Center (WRNMMC)

Played a pivotal role in assisting customers by identifying issues and implementing effective solutions to restore service and functionality. Consistently maintained a superior customer satisfaction rating of 90% or higher, reflecting a commitment to delivering exceptional support and ensuring the smooth operation of IT services at WRNMMC.

Effectively liaised with key communications agencies like DISA to promptly escalate high priority tickets,, ensuring swift resolution of critical issues. Proficiently diagnosed and resolved hardware and software issues on DELL and HP laptops and desktops, along with Canon and Lexmark printers.

Orchestrated the setup of new computer systems and devices, encompassing hardware and software installation and program patching, to streamline operational efficiency. Consistently conducted daily system maintainence and updates on workstations to uphold optimal performance and security standards.

Played a pivotal role in enhancing security measures by configuring smart tokens for two-factor authentication on the Dover AFB classified network, bolstering the safeguarding of classified information and operations.

Managed the upkeep, installation, configuration, operation, and resolution of hardware and software challenges on DELL laptops and desktops, ensuring optimal performance across all staff members within the district.

Provide technical advice and assistance in Incident IQ (ticketing system) and usage of standard and state developed service request systems. Additionally, I spearheaded the implementation of a new project within Incident IQ for loaning out devices to students and staff members, eliminating paper-based tracking and ensuring enhanced organization for staff, students, and IT personnel.

Facilitated resolution of warranty covered issues with vendors across multiple devices, phone lines, and security cameras. Executed deployment and configuration f software, hardware, networks, and peripheral devices, Additionally, I administered staff access to printer's and security cameras via Active directory.

Comprehensive knowledge of financial management systems technology, privileged access to the accounting system for the purpose of creating accounts and configuring access within Cogent debt collections software. I provided IT support for the Medicomm (Medical Communications) team.

Knowledge of commonly used budgetary methods, practices, procedures, policies, and regulations to formulate, justify and manages allocated budgets to facilitate the acquisition of precise customer data, thereby mitigating additional debt. Conducted thorough studies, cost analyses, and provided recommendations for optimal procurement strategies, including printers and other essential IT assets for the office.

Served as primary focal point/interface between users and information systems specialists, facilitating communication and support during the implementation of new debt collections software. Involving adhering to guidelines to ensure successful payment processing and monitoring the system throughout the transition.