Vanett Wagner
Odenton,MD
Summary
Versatile and results-driven professional with extensive experience at SAIC, adept in systems engineering and project management. Excelled in enhancing system performance and user support, leveraging skills in SDLC and Active Directory alongside exceptional time management. Proven track record of delivering projects efficiently, underscoring a commitment to excellence and dependability.
Professional communicator with extensive experience in managing high-volume call environments. Adept at handling multiple tasks simultaneously while maintaining focus on service quality and efficiency. Strong team collaborator who adapts to evolving needs and consistently delivers reliable results. Skilled in telephone etiquette, problem-solving, and customer service.
Overview
21
21
years of professional experience
Work History
Console Switchboard Operator
Tidal Health Group
08.2025 - Current
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Updated company directory regularly, ensuring accurate contact information for all employees and departments.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Answered calls on 1st ring and engaged customers with friendly, professional demeanor.
Systems Engineer (journeyman)
SAIC
02.2016 - Current
- Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
- Ensured compliance with industry regulations regarding data privacy and security standards.
- Developed system models using automated tools to analyze performance under various operating conditions.
- Led cross-functional teams in systems integration projects.
- Implemented security measures to protect data from unauthorized access or modification.
- Communicated with clients to understand system requirements.
- Provided exemplary helpdesk service and support to assist customers.
- Analyzed customer requirements and translated them into functional specifications.
- Provided status updates to keep upper management informed and to reach goals.
- Improved system performance by identifying and resolving technical issues in a timely manner.
Senior Project Manager – Scrum Master/ Systems Analyst /IT Specialist/ Sr Enterprise Architect / IT Helpdesk Specialist I/II
SAIC
02.2016 - 08.2020
- Company Overview: Contractor for U.S
- Custom Border and Patrol, Resolving Service now ticket for end users
- Resolving Service now ticket for end users
- Providing access for entitlement systems required for job duties with end users
- Providing guidance on system access
- Maintenance support of Computer applications/ communications equipment and manage computer systems and access
- Provide professional end-user support via telephone, email , Chat or web submits
- Provide restorative or maintenance actions to resolve end-user problems
- Responds to end-user problems based on standard procedures
- Track incidents and calls, including but not limited to, entering data into the database timely and accurately
- May be responsible for ensuring systems are configured properly
- Exceptional Customer Service Skills
- VPN troubleshooting
- POS troubleshooting
- Servicenow IT Support
- Contractor for U.S
- Custom Border and Patrol, Resolving Service now ticket for end users
Helpdesk Analyst I/II
Sky Communications, Inc.
08.2024 - 03.2025
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Worked closely with other IT teams for successful completion of projects.
- Assisted customers with basic software and hardware setup and configuration.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collected, analyzed and reported on data for use in operational planning.
- Provided technical support to customers over the phone and email.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Managed user profiles, security access, and shared file structures.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Worked to resolve technical issues for global users using and remote diagnostic tools.
Passenger Service Agent
Quantum Air
10.2023 - 10.2024
- Company Overview: British Airways
- Providing information to passengers about flight times, gate changes, delays, and other pertinent information.
- Processing boarding passes, checking identification documents, and directing passengers to security checkpoints
- Coordinating with other ground staff to arrange for transportation and hotel accommodations for passengers who need assistance
- Responsible for boarding and deboarding plane
- Responding to lost bag claim
- All other duties, as designated by the supervisor.
- Processed ticket refunds for cancelled or delayed flights.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Carried and operated radio or pager to communicate with airport personnel.
EOC Specialist /Sitroom System Engineer
ASM Research
10.2017 - 08.2018
- Performing systems analysis to identify the cause of major system problems and resolving those problems within the shortest period possible
- Prevent and minimize outages as possible
- Conduct 24x7x365 systems monitoring
- Be able to anticipate, evaluate, and resolve complex system problems to minimize downtime duration of system performance degradation
- Escalate problems to appropriate technical support staff and notify Duty Officers in accordance with CBP escalation procedures
- Document problems via REMEDY or other requested problem-tracking systems
- Provide Z/OS Operational Support 24x7 (Level 1-3) – Dependent on Current Staffing
- Monitor the Z/OS Master Consoles, respond to console messages, perform IPL's & other operations duties via Z/OS & JES2 commands to support the system
- Support & maintain the HMC (Hardware management Console)
- Identify & report hardware failures & interface with appropriate vendors to ensure timely resolution of hardware problems
- Monitor & support the computer room & systems environmental conditions
- Execute computer room emergency procedures in the event of power failures or other emergency situations
- Additional duties may require the operations of magnetic tape units & automated tape libraries
- Additional duties may require the monitoring of Managed Objects & problem escalation & documentation as required
- Restart Servers as needed
- Occupy visitor desk and provide 24 hour support on weekends working a 8-hour shift(days or nights), or act as a fill-in floater for weekend or weekdays as needed
- Monitor CCTV system, watch for irregularities and report suspicious activity or emergencies to Lead CPSO
- Investigate alarms and work with FSO on resolving Alarm System malfunctions
- Sound the alarm in cases of emergencies and notify the necessary personnel and/or authorities
- Perform all visitor access procedures including, developing daily access lists, greeting visitors, validating visitor identity, issuing visitor badges, and coordinating visitor activity
- Complete and maintain all visitor logs and databases
- Conduct and log random entry/exit inspections inventory badges at shift turnover, and provide discrepancy reports
- Responsible for identification badge system: creating badges, enter new personnel in systems and issue proximity cards, remove personnel as needed, run reports, notify FSO of malfunctions, review daily alarm reports, maintain system printer
- Maintain the DMP alarm system and update logs to show users or delete users, enter or remove personnel from the DMP alarm box as necessary
- Develop, maintain, and train personnel in facility opening and closing procedures
- Issue Datawatch cards to personnel, track cards and update logs when issued and returned
- Conduct random patrols around the facility
- Request assistance when escorting requires more than one escort
- Assist with security administration, preparing security material/ documents
- Safeguard customer property
- Prepared monthly reports for updated access and revokes
Helpdesk Analyst I/II
System Integration
04.2004 - 08.2017
- Documented transactions and support interactions in system for future reference and addition to knowledge base
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems
- Installed, modified and repaired software and hardware to resolve technical issues
- Used ticketing systems to manage and process support actions and requests
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Identified and solved technical issues using variety of diagnostic tools and tactics
- Managed customers' expectations of support and technology functionality in order to provide positive user experience
- Performed tests of functionality, security and performance of different workstations and devices
- Conducted in-depth product and issue resolution research to address customer concerns
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process
- Assisted customers with product selection based on stated needs, proposed use and budget
NOAA HR Generalist - Onboarding, Administrative Assistant III
IMS Solution & Veterans Management Systems
10.2012 - 02.2016
- Assistant to Deputy Director and Staff
- Performed clerical and office services for respective field location/department by preparing data and reports, coordinating activities, coordinating special projects and miscellaneous clerical/secretarial functions
- General office tasks including opening and sorting mail, sending faxes, operating multiple phone lines, ordering and maintaining office and various field/safety supplies, setting up and maintaining filing systems, copying documents, typing, reviewing, distributing and mailing general correspondence, coordinating meetings, developing and updating spreadsheets, generating expense reports and arranging travel, and manage various office expenses timely
- Performs accounting-related tasks such as processing invoices, creating purchase orders, preparing reports on expenses and production, and controls/ monitors asset spend tracking
- Assists with new hire orientation
- Maintains fleet vehicles including vehicle tags, titles fuel cards
- Collect packing slips and receive into accounting systems
- Exercises initiative and knowledge of company policies, practices and the organization in dealing with internal and external customers
- Responsible for scheduling regular and special meetings and preparing agendas
- Prepares reports for management review
- Researched vendor questions and may forward complex issues to other staff for completion
- First point of contact in relations with internal external customers
Education
Cyber Security - Computer Science
UMGC
College Park, MD12.2023
Skills
- Software Development Lifecycle (SDLC)
- Windows 9x/NT/2000/Vista/7
- MS Exchange Server
- Linux
- MAC OS
- LAN/WAN Administration
- TCP/IP
- SMS/SQL networking systems
- HTML
- Java
- JavaScript
- Resourcefulness
- Dependability
- Punctuality
- Time Management
- Efficiency
- Diligence
- Windows Remote Desktop
- Remote Assistance
- Microsoft Office Suite
- MS Project
- Word Perfect
- Page Maker
- Remedy ticketing system
- NetIQ monitoring tools
- App Dynamics
- CMax
- Workforce Training
- Project Development
- Managing Multiple Projects
- Service Now Ticketing System
- Active Directory
- Operating switchboards
- Quick-learning
- Telephone operations
- Empathy and patience
- Strong telephone etiquette
Skills
Active CBP SSBI Clearance – adjudication eligible to TS, Knowledge and experience in Software Development Lifecycle (SDLC), Over 25 year superior experience in Platforms: such as, Windows 9x/NT/2000/Vista/7; MS Exchange Server; Linux, and MAC OS., Proficient knowledge of LAN/WAN Administration, TCP/IP, and SMS/SQL networking systems., Acquired languages: HTML, Java, and JavaScript., Interpersonal and professional skills: Resourcefulness, dependability, punctuality, time management, efficiency, and diligence., Software expertise: Windows Remote Desktop, Remote Assistance, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Access), MS Project, Word Perfect, Page Maker, and Remedy ticketing system, NetIQ monitoring tools, App Dynamics and CMax., True, True, True, True, True
References
References available upon request.
Timeline
Console Switchboard Operator
Tidal Health Group
08.2025 - Current
Helpdesk Analyst I/II
Sky Communications, Inc.
08.2024 - 03.2025
Passenger Service Agent
Quantum Air
10.2023 - 10.2024
EOC Specialist /Sitroom System Engineer
ASM Research
10.2017 - 08.2018
Systems Engineer (journeyman)
SAIC
02.2016 - Current
Senior Project Manager – Scrum Master/ Systems Analyst /IT Specialist/ Sr Enterprise Architect / IT Helpdesk Specialist I/II
SAIC
02.2016 - 08.2020
NOAA HR Generalist - Onboarding, Administrative Assistant III
IMS Solution & Veterans Management Systems
10.2012 - 02.2016
Helpdesk Analyst I/II
System Integration
04.2004 - 08.2017
Cyber Security - Computer Science
UMGC
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