Help Desk / Call Center / Customer Service
LARRY MICHAEL LAWSON
Barrington Park Circle Manassas, Virginia 20110
Human Resources Manager, IT Manager,Staffing Agency – I am in the process of
relocating to the Orlando /Melbourne Florida metro area.
Desk Support Technician
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.
Desk Tech. - ManTech International for Department of
to incoming calls for access to the HSIN (Homeland Security Information
Network). 80 per cent password resets.
monitoring of major applications for HSIN Government Home, Critical Sectors,
Help Desk email queue to respond for customer request for account creation.
all customer accounts using the Account Management System.
customer with login. Verify account status for HSIN Connect for hosting and
(Common Operational Picture) customer access.
nomination requests for COI (Community of Interest) portal access on HSIN
account for Jabber account for internal messaging.
(Virtual Private Network) account creation for access to SLIC (State Law
Active Directory for user accounts.
automatic call distribution phone access for incoming calls.
high call volume for major alerts on HSIN networks.
ticketing system for creating new accounts and current users.
up response for incoming email request via phone or email.
US Coast Guard, Secret Service, FBI, CBP and end users.
new employees on the HSIN Network.
Team Leader and Manager with issues that could not be resolved at the Tier 1
level. Escalated to Tier 2 and 3 when needed.
Desk – Integrated Support Strategies for Washington Metro Transit Authority
D. C. April
2011 – October 2011
point of contact for incoming calls for Washington Metro employees.
incoming calls from all kiosks within Washington Metro Transit Authority for
account creation/deletion in Active Directory, MAXIMO, HR Payroll.
over 100 plus service request weekly.
and download drivers for printers and application at customer request.
service request for customers via MAXIMO.
tickets to escalation manager for review and assignment.
printer installs for end user.
email queue to reply to customer request.
voice message queue to respond to customer request.
Desk Analyst Tier 1 – Comprehensive Health Services (CHS)
Canaveral, Florida July
2010 – November 2010
the Supports Works ticketing queue for submitted hardware or software request
phone support for CHS health clinic users with password resets in Active
IT Infrastructure senior admin with desk side phone support for CHS internal
SharePoint assistance for password resets for clinic users and assisted with
locating documents within SharePoint.
CHS employees to the Enterprise Service Center online portals for submitting an
incident or request and registration for the self- service portals.
high priority Next-Gen EMR-EHR, EPM to the Hybrid Health Operations queue,
Senior Analyst, or IT Help Desk Manager.
phone support for remote customers for CHS in Afghanistan and Iraq.
CHS senior developers when customers inquired about an issue with Hybrid Health,
Next-Gen, METS, and HUMS.
weekly meetings with IT Director and IT Help Desk Manager along with other IT
Infrastructure team members.
Desk Analyst Tier 1 – QinetiQ-NA for Department of Homeland Security
2008 – Feb 2010
customer focused telephone information to all of the Department of Homeland
Security (DHS) and Customs Border Protection end users.
emails and voice messages requesting service and created Remedy tickets for
over 150 calls weekly; documented customer calls with Remedy ticketing.
customer informed of problem resolution via email and phone call back.
and resolved service requests or referred complex incidents to advanced support
applications for Customs and Border Protection for current operational status.
passwords utilizing Active Directory, Novell Client, Remedy, and mainframe
technical manuals for new SOP procedures for new added applications.
customers with account reset procedures.
customers’ software or hardware problems through remote access.
weekly status reports to Team Leader and Project Manager.
new guidelines for unsupported applications.
new team members with service desk application.
customer BI status for disabled accounts with System Security.
and logged incoming VIP, Critical Outage priority calls.
incoming Canadian calls for Global Online to GOES service desk.
CBP remote laptop customers with KEYFOB synchronized pin number reset.
ITIL v3 Foundation Training course.
Computer Operator – AMDEX Corporation
2007 – Oct 2008
24X7 support for customers in a mainframe and multi-platform environment.
system application monitors for Tivoli, Managed Objects, TMON, and investigated
error messages using SOP procedures and guidelines.
weekly bills for Customs and Border Protection.
Remedy ticket for hardware failure for onsite and offsite data centers.
nightly backup tapes for offsite transport.
operating system tape requests.
weekly reports to senior management.
new employees in Technology Operations procedures for the data center.
Data Center Operator – RULAND & Associates
2001 – June 2007
all servers and performed nightly backups.
SUN/UNIX servers and identified problems - escalated incidents when needed.
Disaster Recovery tapes during preliminary testing.
account information on Windows 2000 servers.
facility checks for Data Center and UPS system.
vendors for printer support.
and distributed monthly bills.
servers for weekend scheduled maintenance.
Control Specialist – QSS INC.
Maryland July 1990 – Nov 2000
daily production jobs utilizing JCL.
the Xerox 4050 and 4890 printers.
initiators on the mainframe to speed up processing.
inventory of onsite paper supply and printer forms.
daily and monthly payroll schedules.
Database team members when problems occurred.
payroll schedules for proper execution of jobs.
senior programmers when an application failed to generate correct data.
nightly report of restarted jobs to supervisor and manager for morning meeting.
Clearance issued 2012
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