Wayne Collins

• Supervise staff and overall employee work performance and operations to provide detailed employee evaluations as well as recommendations regarding disciplinary actions, demotions, hiring and terminations.

• Provide support to staff regarding operations and policies via all communication methods to establish and meet priorities, oversee tasks and assignments and compliance with procedures.

• Responsible for providing personnel updates to staff that may impact their job and ensure understanding of such personnel changes to ensure that expectations are met.

• Assess staff performance and identify, recommend, develop and implement training to ensure work efficiency.

• Participate in candidate selection, interviewing and hiring new staff for the Enterprise Service Help Desk.

• Provide and develop training for new hires and for existing staff to ensure quality program, technical and customer service skills are adopted and maintained.

• Oversee the monitoring of the ticket queues to ensure all tickets are properly routed and communications, including but not limited to analysis, diagnosis, troubleshooting and resolution is properly documented, consistent and accurate for the life of the ticket.

• Ensures that all operational escalations are quickly addressed and are handled as appropriate on a need-to-know basis.

• Provide overarching help desk support efforts including non-ticket agency requests as warranted.

• Update the help desk knowledgebase with current procedures, solutions and processes to accurately and effectively service the client.

• Provided overall guidance to staff as Team Lead.

• Disseminated detailed and accurate information to callers in a tier-one IT 24x7x365 help desk center while serving in a lead capacity.

• Handled escalated irate calls from staff as a lead and escalated to a supervisor on duty as warranted.

• Ensured coverage during assigned shifts in lead capacity.

• Oversaw the creation of tickets by staff and ensured accuracy and assignment of tickets to the correct technical ticket group as a team lead.

• Responsible as lead to review subordinated ticket submissions and assignments and provided support to staff for errors and corrections.

• Performed assessment of all reported ticket issues and as the lead to determine the ticket priority, impact to operations and urgency of problem in accordance with policies and procedures.

• Consulted with Technical Support Specialist 2, IT Technology, network and systems management as warranted to seek resolution for more complex system issues.

• Reviewed reports and monitored the tracking system for trends and reoccurring issues.

• Assisted Information Technology end users with inquiries regarding hardware and software usage and access issues.

• Addressed inquiries and provided technical assistance, explanations of systems functionality and applications to external end users in a lead capacity.

• Documented and followed up on reported system issues and status. Performed systems analysis and collaborated with management, networking staff and partners to provide resolution assistance.

• Reviewed and monitored the Enterprise Service Desk queue for outstanding call records such as unassigned tickets, unaddressed requests for assistance not resulting in a formal ticket and other incidents to ensure not issues go unresolved.

• Assisted with the installation, repair and maintenance of cellular devices and telecommunication systems.

• Initiated and maintained communications with service providers during outage issues and circuit testing in a lead capacity.

Remained abreast of updated operational documentation and information technology policies, procedures and requirements to ensure compliance.

· In a lead worker capacity, provided direct server support to staff within the Enterprise Service Desk environment as well as to other end users.

· As a lead, guided and assisted lower-level information technology staff as they helped end users with resolution of hardware and software issues.

· Resolved intricate inquires and provided technical assistance to end users regarding systems functionality, features, processes, and applications.

· As a lead, adjusted assignment of tasks based on operational needs.

· Reviewed and monitored reported problems via the Service Now tracking system from initiation to resolution and assisted with the resolution process by providing recommendations as necessary.

· As the lead monitored the incidents, requests for assistance, logged calls and email in the Service Now queues to ensure all tasks were resolved or assigned to the appropriate technical group for resolution.

• Addressed inquiries and provided technical assistance, explanations of systems functionality and applications to external end users.

• Processed requests for resets of printers and passwords

• Referenced processes, procedures and playback documentation as warrant to ensure accurate assignment of the issue or ticket.

• Performed analysis of unit procedures and documentation including but not limited to training materials and other documents housed in SharePoint, knowledgebase artifacts and playbooks to update and make recommendations as assigned.

• Monitored the incidents, requests for assistance, logged calls and email in the Service Now queues to ensure all tasks are resolved or assigned to the appropriate technical group in the absence of a Lead or Supervisor

· Adhered to all Office of Information Technology policies, procedures, guidelines and playbooks to ensure expectations and goals were met and assigned tasks were completed with accuracy.

· Advised Enterprise Services Desk management of trends, potential bottleneck issues and problems that required escalation for resolution. Additionally, communicated major accomplishments and successes to management.

· Provided briefing to the next shift, supervisor and management regarding the daily turnover status and outstanding issues.

· Secured all data, software, and hardware in accordance with the Office of Information Technology security policies and procedures.

· Managed all communications requesting assistance received via the Enterprise Service Desk platforms.

· In the absence of a lead or a supervisor, provided guidance to the Computer Operator Assistant staff.

· Provided technical assistance to remote end users regarding applications and system issues and provided updates from inception to completion of resolution.

Assisted with the maintenance and operations of applicable software as assigned.

· Provided technical assistance to end users regarding hardware and software issues.

· Analyzed and troubleshooted reported network and WAN issues to uncover the root cause of the hardware or software issue. Post determination of origin of issue, referred the reported issue to the appropriate area for resolution.

· Provided technical assistance to in office as well as remote end users regarding applications and system issues and provided updates from inception to completion of resolution.

· Provided technical assistance to end users via received calls and email communications, consulted with team Lead and/or Supervisor when warranted and created and assigned tickets as appropriate for resolution.

· Communicated with other Unit, Divisional and Department personnel as warranted to resolve report issues.

· Tracked statuses of reported issues, documented and maintained records for historical reference and reports completion.

• Duties and responsibilities included but were not limited to troubleshooting network connections, internet modem configuration and repairs, and cable box signal troubleshooting,

• Performed account assessments and reviews with residential and business clients to determine whether their accounts were accurately established and that their technological needs are being met.

• Conducted billing reviews with clients to potentially find discounts and upgrades that may be applied to their service packages and accounts.

• Assisted field technicians by dispatching and coordinating schedules of appointments.

• Preconfigured Pointer Records for site domains to assure proper incoming traffic inquiries to customer web sites.

• Provides web hosting support, LAN/WAN network system troubleshooting and connection resolutions.

• Duties included but were not limited to: Functioned as the customer’s representative in resolving his/her issue with land-line service, products, and other departments.

• Screened and facilitated trouble reports for dispatch and appropriate actions including recommended billing resolutions, and account modifications as needed.

• Performed and analyzed product tests for report production and instructed all people on proper use of all company products.

• United States Air Force: Hahn AFB, Germany

Honorable Discharge