TIKIRA MARTIN
NEWPORT NEWS,VA
Summary
Experienced with diagnosing and resolving technical issues efficiently. Utilizes strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance.
Overview
9
9
years of professional experience
Work History
Tier 1 Technical Support Specialists, SMIT Program
SAIC
03.2021 - 03.2022
- Managed incoming Helpdesk requests via phone and email using NCMI Service Manager.
- Logged user-reported issues while creating and maintaining accounts in Microsoft Active Directory and Exchange.
- Delivered Tier 1 technical support for software and hardware issues to clients.
- Diagnosed and resolved hardware, software, and application issues through remote assistance or phone support.
- Executed troubleshooting steps to resolve incidents, tracking calls for efficient resolution.
- Analyzed data and log files to identify root causes, documenting findings within tickets.
- Utilized knowledge management resources to troubleshoot and escalate incident tickets as necessary.
- Configured Microsoft Exchange Server, Outlook, Active Directory, and other systems while managing permissions and licenses.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
Accounting Assistant II (Contract)
Huntington Ingalls Industries
04.2020 - 12.2020
- Processed high-volume invoices for assigned vendors according to purchase order payment terms and SOX controls.
- Reconciled account information monthly, comparing figures in general ledger to bank statements.
- Utilized accounting software to generate weekly and monthly financial reports.
- Reviewed each statement, accurately entering data into SAP.
- Identified, reported, and tracked improper payments in a log.
- Entered and edited GL entries in SAP for accuracy.
- Verified all non-PO and PO entry invoices for appropriate approvals and correct GL accounts.
- Reconciled internal records with company GL postings.
Payroll Specialist
Hampton-Newport News Community Services Board
06.2018 - 09.2019
- Processed bi-weekly payroll for over 900 employees, ensuring compliance with state and federal regulations.
- Executed all cash disbursements, including wire transfers, ACH, and check payments.
- Documented and monitored EDI flows to maintain operational integrity.
- Verified timekeeping information to enhance accuracy of payroll processing.
- Investigated payroll variances and employee claims to resolve discrepancies.
- Collaborated with technology programmers to address system issues for timely payments.
Financial Services Technician
Hampton Newport News Community Services Board
09.2013 - 06.2018
- Recorded and interpreted financial data utilizing Microsoft GP, Gateway, and ProFiler.
- Validated execution of large volumes of payment requests to ensure timeliness.
- Entered and analyzed billing information for compliance and accuracy.
- Reconciled account details monthly by comparing general ledger figures to bank statements.
- Tracked financial performance through creation of quarterly and yearly balance sheets.
- Verified documentation, correspondence, and emails for accuracy and completeness.
- Supported audit readiness by maintaining thorough financial process documentation.
Education
A+ Certification - Workforce Credential
TNCC-Workforce Development
Hampton, VA11.2022
Certificate - Google Technical Support Fundamentals, Database and SQL for Data Science
Coursera
Newport News, VA02.2021
Certificate - Introduction To Data Science Specialization, Data Science Orientation, Tools for Data Science and Data Science Methodology
Coursera
Newport News, VA01.2020
Associate of Arts - Business Administration and Management
Saint Leo University
Newport News, VA06.2015
Skills
- Organization and Time Management
- Technical documents comprehension
- Helpdesk support
- Help Desk Operations
- Managing programs
- Incident management
- Remote support
- Remote IT implementation
- Technical troubleshooting
Timeline
Tier 1 Technical Support Specialists, SMIT Program
SAIC
03.2021 - 03.2022
Accounting Assistant II (Contract)
Huntington Ingalls Industries
04.2020 - 12.2020
Payroll Specialist
Hampton-Newport News Community Services Board
06.2018 - 09.2019
Financial Services Technician
Hampton Newport News Community Services Board
09.2013 - 06.2018
Certificate - Google Technical Support Fundamentals, Database and SQL for Data Science
Coursera
Certificate - Introduction To Data Science Specialization, Data Science Orientation, Tools for Data Science and Data Science Methodology
Coursera
Associate of Arts - Business Administration and Management
Saint Leo University
A+ Certification - Workforce Credential
TNCC-Workforce Development
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