Tyler Perry
Leonardtown
Summary
Professional with strong background in technical support and troubleshooting, adept at resolving complex issues efficiently. Skilled in customer service, communication, and problem-solving, ensuring seamless user experiences. Valued for collaboration, adaptability, and achieving results in team settings. Expertise includes software installation, network configuration, and system maintenance, with focus on delivering high-quality service and support.
Overview
12
12
years of professional experience
Work History
Tier 2 Specialized Help Desk Agent
Digital Enterprise Solutions, Inc.
01.2025 - Current
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Supported Tier 2 Joint Technical Data Integration (JTDI) team supporting Installer Requests, Software Request Forms, SME Platform Data Files, and account issues.
- Supported Tier 2 Specializes Services for Base Telecommunications Office (BTO)
- Supported Tier 2 Specialized Services for MATLAB
- Used ticketing systems to manage and process support actions and requests.
Tier 1 Help Desk Specialist
Digital Enterprise Solutions, Inc.
01.2024 - Current
- Support NAVAIR National Help Desk
- Managed high-volume helpdesk tickets efficiently, ensuring timely responses and resolutions for all users.
- Created user accounts and assigned permissions.
- Provided assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.
- Provided excellent customer service, addressing client concerns promptly and efficiently.
Warehouse Specialist
BAE Systems / Compliance Corporation
06.2022 - Current
- Provide warehouse support on NAWCAD WOLF government contracts
- Government Controlled Material management
- Data Entry
- Responsible for purchase log maintenance
- Forklift operation
Shift Manager
Potbelly Sandwich Shop
11.2016 - 05.2020
- Responsible for store open/close and shift organization
- Motivated staff to meet company objectives
- Trained employees in adherence to ServSafe food handling and cleaning regulations
- Assessed employee performance for quarterly and annual review inputs to leadership
Assistant Manager
Footlocker
06.2013 - 09.2016
- Responsible for end of shift cash deposit management
- Ensure high levels of customer service
- Display strong upselling skills
- Inventory management
- Provide feedback to higher management for employee development
Education
Bachelor of Computer Networks & Cybersecurity -
University of Maryland Global Campus
09.2023
Associates of Applied Science - Cybersecurity
College of Southern Maryland
05.2021
High School - undefined
Great Mills High School
05.2012
Skills
- CompTIA A CE certified
- Knowledgeable of NAVAIR protocols and systems
- Proficient computer servers and network architecture skills
- VMWare and Oracle Box experience
- Skilled in computer hardware diagnosis
- Organized with great communication skills
- Proficient with Microsoft Office
- Technical issues analysis
Timeline
Tier 2 Specialized Help Desk Agent
Digital Enterprise Solutions, Inc.
01.2025 - Current
Tier 1 Help Desk Specialist
Digital Enterprise Solutions, Inc.
01.2024 - Current
Warehouse Specialist
BAE Systems / Compliance Corporation
06.2022 - Current
Shift Manager
Potbelly Sandwich Shop
11.2016 - 05.2020
Assistant Manager
Footlocker
06.2013 - 09.2016
Associates of Applied Science - Cybersecurity
College of Southern Maryland
High School - undefined
Great Mills High School
Bachelor of Computer Networks & Cybersecurity -
University of Maryland Global Campus
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