Help Desk / Call Center / Customer Service



LARRY MICHAEL LAWSON



10348
Barrington Park Circle Manassas, Virginia 20110





(301)
633-4694   L46L@yahoo.com





 



Attention:
Human Resources Manager, IT Manager,Staffing Agency – I am in the process of
relocating to the Orlando /Melbourne Florida metro area.



 



Help
Desk Support Technician



 



Highly
organized, self-motivated, quality-minded IT professional backed by more than
11 years of software/hardware support and 4 years of direct help desk
experience.  Expertise in responding and
recording all inbound service requests and provide solutions for follow up in
accordance with defined and approved problem management procedures and service
level agreements.  Possess the capability
to adapt to new technologies and tasks quickly, while maintaining a
professional, positive, and friendly attitude.



________________________________________



PROFESSIONAL
EXPERIENCE



 



Help
Desk Tech.  -  ManTech International for Department of
Homeland Security



Chantilly,
Virginia                                                                                     February
2012 Present



 



Respond
to incoming calls for access to the HSIN (Homeland Security Information
Network).  80 per cent password resets.



Daily
monitoring of major applications for HSIN Government Home, Critical Sectors,
and Connect.



Monitor
Help Desk email queue to respond for customer request for account creation.



Verify
all customer accounts using the Account Management System.



Assist
customer with login. Verify account status for HSIN Connect for hosting and
meetings.



COP
(Common Operational Picture) customer access.



Create
nomination requests for COI (Community of Interest) portal access on HSIN
network.



Verify
account for Jabber account for internal messaging.



VPN
(Virtual Private Network) account creation for access to SLIC (State Law
Intelligence Community).



Update
Active Directory for user accounts.



CISCO
automatic call distribution phone access for incoming calls.



Monitoring
high call volume for major alerts on HSIN networks.



Remedy
ticketing system for creating new accounts and current users.



Follow
up response for incoming email request via phone or email.



Supports
US Coast Guard, Secret Service, FBI, CBP and end users.



Trained
new employees on the HSIN Network.



Notified
Team Leader and Manager with issues that could not be resolved at the Tier 1
level. Escalated to Tier 2 and 3 when needed.



 



 



Help
Desk – Integrated Support Strategies for Washington Metro Transit Authority



Washington,
D. C.                                                                                     April
2011 – October 2011



 



First
point of contact for incoming calls for Washington Metro employees.



Receive
incoming calls from all kiosks within Washington Metro Transit Authority for
assistance.



Perform
account creation/deletion in Active Directory, MAXIMO, HR Payroll.



Process
over 100 plus service request weekly.



Install
and download drivers for printers and application at customer request.



Enter
service request for customers via MAXIMO.



Escalate
tickets to escalation manager for review and assignment.



Remote
printer installs for end user.



Monitor
email queue to reply to customer request.



Monitor
voice message queue to respond to customer request.



 



 



 



Help
Desk Analyst Tier 1 – Comprehensive Health Services (CHS)                                                



Cape
Canaveral, Florida                                                                                      July
2010 – November 2010



 



Monitored
the Supports Works ticketing queue for submitted hardware or software request
and incidents.



Provided
phone support for CHS health clinic users with password resets in Active
Directory.



Assisted
IT Infrastructure senior admin with desk side phone support for CHS internal
users.



Provided
SharePoint assistance for password resets for clinic users and assisted with
locating documents within SharePoint.



Guided
CHS employees to the Enterprise Service Center online portals for submitting an
incident or request and registration for the self- service portals.



Escalated
high priority Next-Gen EMR-EHR, EPM to the Hybrid Health Operations queue,
Senior Analyst, or IT Help Desk Manager.



Provided
phone support for remote customers for CHS in Afghanistan and Iraq.



Notified
CHS senior developers when customers inquired about an issue with Hybrid Health,
Next-Gen, METS, and HUMS.



Attended
weekly meetings with IT Director and IT Help Desk Manager along with other IT
Infrastructure team members.



 



Help
Desk Analyst Tier 1 – QinetiQ-NA for Department of Homeland Security                                                                                   



Herndon,
VA                                                                                                           October
2008 – Feb 2010



 



Provided
customer focused telephone information to all of the Department of Homeland
Security (DHS) and Customs Border Protection end users.



Checked
emails and voice messages requesting service and created Remedy tickets for
each request.



Processed
over 150 calls weekly; documented customer calls with Remedy ticketing.



Kept
customer informed of problem resolution via email and phone call back.



Managed
and resolved service requests or referred complex incidents to advanced support
Tier 2.



Monitored
applications for Customs and Border Protection for current operational status.



Reset
passwords utilizing Active Directory, Novell Client, Remedy, and mainframe
portal.



Read
technical manuals for new SOP procedures for new added applications.



Guided
customers with account reset procedures.



Checked
customers’ software or hardware problems through remote access.



Submitted
weekly status reports to Team Leader and Project Manager.



Requested
new guidelines for unsupported applications.



Trained
new team members with service desk application.



Verified
customer BI status for disabled accounts with System Security.



Received
and logged incoming VIP, Critical Outage priority calls.



Transferred
incoming Canadian calls for Global Online to GOES service desk.



Instructed
CBP remote laptop customers with KEYFOB synchronized pin number reset.



Attended
ITIL v3 Foundation Training course.



 



Senior
Computer Operator – AMDEX Corporation                                                          



Springfield,
VA                                                                                           June
2007 – Oct 2008



 



Provided
24X7 support for customers in a mainframe and multi-platform environment.



Checked
system application monitors for Tivoli, Managed Objects, TMON, and investigated
error messages using SOP procedures and guidelines.



Printed
weekly bills for Customs and Border Protection.



Opened
Remedy ticket for hardware failure for onsite and offsite data centers.



Prepared
nightly backup tapes for offsite transport.



Mounted
operating system tape requests.



Produced
weekly reports to senior management.



Trained
new employees in Technology Operations procedures for the data center.



 



Network
Data Center Operator – RULAND & Associates                                              



Rockville,
Maryland                                                                                             March
2001 – June 2007



 



Oversaw
all servers and performed nightly backups.



Checked
SUN/UNIX servers and identified problems - escalated incidents when needed.



Input
Disaster Recovery tapes during preliminary testing.



Updated
account information on Windows 2000 servers.



Scheduled
facility checks for Data Center and UPS system.



Processed
payroll nightly.



Contacted
vendors for printer support.



Printed
and distributed monthly bills.



Rebooted
servers for weekend scheduled maintenance.



 



Production
Control Specialist – QSS INC.



Greenbelt,
Maryland                                                                                           July 1990 – Nov 2000



 



Restarted
daily production jobs utilizing JCL.



Operated
the Xerox 4050 and 4890 printers.



Set
initiators on the mainframe to speed up processing.



Maintained
inventory of onsite paper supply and printer forms.



Processed
daily and monthly payroll schedules.




Contacted
Database team members when problems occurred.



Checked
payroll schedules for proper execution of jobs.



Contacted
senior programmers when an application failed to generate correct data.



Provided
nightly report of restarted jobs to supervisor and manager for morning meeting.



 



 



SECURITY
CLEARANCE



Secret
Clearance issued 2012



 



TECHNICAL
SKILLS



 



ITIL
v3 FOUNDATION TRAINING          HDI
SUPPORT CENTER ANALYST CERTIFIED



REMEDY
TICKETING                                  2009



NOVELL
CLIENT 



HONEYWELL
GCOS



ACTIVE
DIRECTORY



MAXIMO
TICKETING SYSTEM



SUPPORT
WORKS TICKETING



ORACLE
ACCESS MANAGER



ORACLE
OIM



IBM
MAINFRAME Z9/10



A
+ Training



Network
+ Training



CISCO
VPN ACCESS VIRTUAL



UNIX
Server Monitoring



JCL



BMC
HELP DESK EXPRESS



NOC
MONITORING



DAMEWARE



AMDHAL
570



IBM
ES9000



PEOPLESOFT
PAYROLL PROCESSING



CISCO
AUTOMATIC CALL DISTRIBUTION



JOBTRAC
CA SCHEDULER



TAPE
MANAGEMENT SYSTEM



ACCOUNT
MANAGEMENT SYSTEM



XEROX
4050/4890 PRINTERS



 



 



                                   



 

  • ID#: 68024
  • Location: Manassas, VA , 20110

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