Wayne Johnson
Financial Management Specialist
Laurel,United States
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Financial Management Specialist
Department Of State
Arlington, VA
08.2022 - Current
- Applied budget execution, accounting, and financial management principles, and using appropriate techniques and methodologies to analyze financial, program and organizational issues.
- Analyze and develops monthly budget reports and associated presentations to management and analyzes a variety of reports related to status of funds including commitments, obligations, and liquidations funding.
- Plan, coordinate, and performs comprehensive in-depth audits of construction and architectural/engineering contracts.
- Identifying and following internal control measures to protect organizational integrity and prevent unauthorized use or misappropriation of funds.
- Prepare complex financial reports and responses to inquiries, including narratives and tables, for senior management review.
- Analyzing and interpreting budget and financial management functions and processes in support of a program.
- Provide feedback to management on best practices for data input, documentation, standardization, organization, and storage.
- Reviews invoices and statements including verifying information and ensuring sufficient funds have been obligated.
Executive Support Analyst
Department Of State
Arlington, VA
02.2020 - 08.2022
- Performed administrative program support for The Department of State: OBO (Bureau of Overseas Buildings Operations) portfolio.
- Assisted with daily management processes and procedures to maintain files, records, data reports (spreadsheets, charts, graphs, etc.)
- Coached employees through day-to-day work and complex problems.
- Coordinated program activities and project implementations
Provided best practices guidance for data standard organization, storage requirements to identify trends and recurring issues. - Assisted in developing SOPs to address potential risk or vulnerability to the OBO's management control structure.
- Developed relationships through excellent customer service and project management skills with an in depth understanding of the program office needs and mandates.
- Provided financial planning program budget formulation, execution, and reporting for the Information Resource Management Division
- Performed analysis and generated monthly budget dashboards to report on the status of funds including commitments, obligations, and liquidations.
- Developed internal financial controls records to ensure data integrity
- Monitored hardware, software and peripheral performance against organizational expectations.
- Performed risk analyses to identify appropriate security countermeasures.
- Worked with other teams to enforce security of applications and systems.
- Monitored use of data files and regulated access to protect secure information.
Tier 2 Technical Support Analyst
Verizon Wireless
Hanover, MD
10.2015 - 02.2020
- Managed high profile (White Glove) sensitive accounts, including the management of web-based portals for the United States Navy and TSA.
- Coordinated high priority projects for selected Government agencies, such as White House, FBI, IRS, FEMA, Navy, Army, Air Force, USACE, JRMS, TSA and COVA.
- Proficient in identifying strategic technical solutions to support customer with technical support Tier I & II.
- Provided software support, including but not limited to; operating systems, virtualization, software authentications, software utilities.
- Supported global storage solutions , including enterprise block, object and network attached storage and managing Cloud storage data.
- Maintained audit reporting, account historical invoices/ transactions, accuracy, and relevant account details to provide completion before requested time-frame to adhere to service levels. Provided support to internal and external customers with equipment order processing.
- Managed over 50 customer calls daily providing account maintenance transactions for Government, National, Major, SMB and personal consumer accounts.
- Managed customer retention program through conducting price plan account analysis; interpret trends, and recommend the best course of actions. helping to increase sales by 15% monthly.
- Assessed technical complexity of tickets to escalate to Tier 3 team.
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Dispatched field service technicians to correct issues requiring in-person technical assistance.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Experience working with a Ticket Management System such as ServiceNow, HP Service Manager, Remedy, etc.
- Remotely configured hardware, devices, and software to set up mobile equipment for customers.
Lead Solutions Specialist
Verizon Wireless
College Park, MD
06.2014 - 10.2015
- Provided outstanding solution-based sales support to facilitate operation of WBV regional retail stores.
- Assisted with the development, training and management of sales support personnel to ensure that there is an extraordinary customer experience at all times to generate sales objectives revenue target for store.
- In-depth knowledge of the various VZW products to support all commercial and consumer accounts.
- Proficient in identifying strategic technical solutions to support customer needs and generate revenue. SMB Champion handling business accounts and assisting sales team members with web tools to provide quick quotes, proposals and promotion offers available for business accounts.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Working with B2B rep to coordinate handoffs SMB accounts and serve as IT liaison for technical issues.
- Developed sales strategies to promote increased store revenue.
- Provided Tier I and Tier II customer support to resolve a variety of technical and customer service issues.
- Removed malware, ransomware, and other threats from laptops and other various mobile devices.
Network Technician Sub Contractor
Time Warner Cable
Raleigh, NC
12.2012 - 11.2014
- Monitored operational and security procedures for numerous computers in network, related systems administration and maintenance protocols.
- Installed cabling, outlets, wireless routers and telephone systems for data communications networks.
- Troubleshot hardware and software to determine and rectify network problems.
- Performed system patches, service packs, hot fixes and new security configurations.
- Collaborated with networking personnel at providers and data centers to determine origination points for faults and recover from malfunctions.
- Operated 4-pair test equipment to terminate network cabling at blocks and routing points.
- Configured, monitored and maintained email applications and virus protection software.
- Coordinated installation of CATV services for residential and
commercial customers - Supported users both local and by phone with problem resolution and education.
- Provided Tier II troubleshooting and problem resolution adhering to
published SLAs
Assistant Store Manager
Sprint
Bowie, MD
11.2004 - 11.2012
- Managed high volume Sprint stores in Maryland and increased monthly revenue.
- Managed customer billing, complaints, and technical service issues.
- Delegated roll out of in store specials and promotional events.
- Interviewed, hired, on-boarded staff conducted performance reviews including disciplinary actions and/or terminations.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Developed and executed individual TSR development plans for store personnel.
- Assessed reports to evaluate performance, develop targeted improvements and implement changes.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Partnered with Corporate Security, HR and Collections to resolve fraud issues identified at Store and Rep level.
- Implemented new promotional retail marketing programs, tools and product training.
- Managed various complex billing, technical service and end-user issues to resolution.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Replaced touch-sensitive digitizers and displays using official OEM parts to maintain warranty eligibility.
- Reset and restored mobile operating systems such to factory default settings to correct software-based faults.
- Provided diagnostic estimates for repairs, tracking malfunctions and breakage to draft repair cost estimates.
- Removed, fixed and replaced components such as LCD screens, home buttons and charging ports.
- De-soldered and re-soldered connections between parts and motherboard.
Education
Bachelor of Science - Cybersecurity And Information Assurance
University of Maryland - College Park
College Park, MD 09.2020 - Current
Skills
Customer service
Document Management
Scheduling
Workflow and Planning
Microsoft Office Suite
Mobile/ PC Operating Systems
Tier 1, Tier 2 Help Desk Support
Troubleshoot network connectivity, Software installation support, Documentation/Ticketing –(Remedy)
Excellent interpersonal skills
Multi-User System Management
Teamwork and Collaboration
Firewalls, VPNs and security products
Service Now
MFA
Clearance
Active DOD Clearance
Certification
CERTIFIED ETHICAL HACKER (CEH)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
DOS Contracting Officer's Represenative
12-2022
Financial Management Specialist
Department Of State
08.2022 - Current
Federal Appropriations Law
06-2022
Domestic Financial Management (DFM)
06-2021
Bachelor of Science - Cybersecurity And Information Assurance
University of Maryland - College Park
09.2020 - Current
CompTIA Advanced Security Practitioner (CASP+)
03-2020
Executive Support Analyst
Department Of State
02.2020 - 08.2022
CERTIFIED ETHICAL HACKER (CEH)
06-2018
Tier 2 Technical Support Analyst
Verizon Wireless
10.2015 - 02.2020
Lead Solutions Specialist
Verizon Wireless
06.2014 - 10.2015
Network Technician Sub Contractor
Time Warner Cable
12.2012 - 11.2014
Assistant Store Manager
Sprint
11.2004 - 11.2012