Allan Ackerson Email & Phone Number

Kennewick, Wa, Us

Richland, Washington, United States

Richland/Kennewick/Pasco, Washington Area

* Technical lead responsible for issue management, assessment and escalations* Responsible for training of new Helpdesk technicians, as well as continuing training of all technicians on new technologies.* Collaborated with Tier 2 support and Systems Analyst to quickly identify widespread issues, identify causes and develop processes to resolve effectively.* Reviewed trouble tickets for completeness and accuracy and routed to appropriate work groups for resolution.* Helpdesk representative on site-wide project and Tiger teams.* Managed customer-centric and technician-centric knowledge bases* Ran reports using SQL, My-SQL and Excel

Richland/Kennewick/Pasco, Washington Area

* Providing excellent customer service in support of MSA Mission Service Desk (MSD).* Training of new MSD Helpdesk technicians.* Continually Improving tools and reference materials to increase MSD productivity and efficiency.* Entrusted with authority to timely and accurately route Service Tickets to appropriate work groups.* Serve rotational on-call duties when required, answering after hours calls to ensure quick resolution to user issues.* Administrator of user self-help informational website designed to decrease the number of calls to the Helpdesk. Utilizing HTML and CSS.* Administrator of Helpdesk knowledge base, ensuring that information is relevant and up to date. Utilizes HTML, CSS and SQL

Richland/Kennewick/Pasco, Washington Area

Provided 1st level support. Work with team to create and maintain Knowledge Base articles. Created specialized web application tool allowing technicians to view queue statuses, record calls, manage accounts, access network information, and view ticket statistics in one central interface. Maintained 99.5% quality assurance scores, and 98.0% customer satisfaction rating.

Richland/Kennewick/Pasco, Washington Area

Provided 1st level support in a transitional remote call center environment. Responsible for logging and correctly assigning tickets to work queues utilizing IBM Maximo and ServiceNow. Consolidated Helpdesk procedures and troubleshooting guides from multiple sources into a single portable wiki. Trained call center personnel in support of transition to permanent on-site Helpdesk.

Oxnard, Ca

Administered Dell K1000 incident, hardware and software management server. Constructed MySQL based reports for user, technician, management and executive levels. Developed web-based form that allows for automatic ticket creation for new or changing employees – this form will increased efficiencies for the end user, as well as Helpdesk technicians, who were no longer required to manually create up to 5 tickets from email per request. Designed and administered Haas WikIT, a wiki which was created as a single point of information, consolidating knowledge base, procedures, software installers, instructions and contact information. Created, administered and maintained two databases which allowed for the tracking of mobile device distribution as well as hardware refurbishment and disposal; this allowed for more accurate accounting of hardware both deployed and in inventory.

Oxnard, Ca

Investigated, suggest and negotiated replacement MDM solutions. Worked with third party vendor and internal resources to implement the solution, resulting in substantially increased control of 1,000+ mobile devices while lowering end-user support requirements. Deployed and administered these devices in a manufacturing environment resulting in increased productivity and efficiencies, as well as increased responses to design changes and a 75% reduction in paper usage. Controlled both in-house and third party application version distribution, ensuring compliance with current policies.

Oxnard, California

Deployed and administered 700+ mobile devices in a manufacturing environment. Developed security protocol for these devices utilizing electronic article surveillance, and loss policies related to user responsibilities. Trained end users on the use and care of tablets and both in-house and third party applications.

Part of a team responsible for ordering devices and managing service plans through AT&T, Verizon and Sprint for 4,500 Android and iOS mobile devices. Developed process to track application and compliance of 1,200 users participating in BYOD program. Provided periodic reports to management.

Oxnard, Ca

Provided 1st level Helpdesk support to 1000+ end users both on-site and remotely utilizing multi-line phone system, RDP and TeamViewer. Assisted users troubleshooting both hardware and software issues. Software support included Windows OS, Mac OS, Microsoft Office Suite, SolidWorks and SAPHeld Dell Fast-Track Dispatching Certifications for Desktops, Laptops and PowerConnect

Responsible for the in-processing, evaluation and matching of candidates and employers, providing employment opportunities to applicants while filling the requirements of the employers. Entrusted with weekly payroll distribution.

Provided remote and onsite preventive maintenance, troubleshooting and repairs of hardware and software, including servers, workstations, printers. Maintained good customer relations with 60 locations in the Greater Los Angeles area, making and meeting appointments and deadlines. Ensured sufficient parts inventory to make 1st visit resolutions. Correctly analyzed problems for parts ordering when not in stock. Maintained 99.8% customer satisfaction rating.

Managed inventory for Manufacturing Plant

Built and maintained two databases, utilizing Lotus Approach, one to track Classified Files stored in multiple locations across Camp Lejeune, and a second to semi-automate and track Security Clearance applications. Held Top-Secret Clearance. Operated, maintained and troubleshot radio, microwave and satellite communication systems. Responsible for the maintaining equipment inventory, parts replacement and parts acquisition for 1/3 of the Marine Corps’ ground satellite communications assets. As I.S. Coordinator, liaised with Base Helpdesk for Headquarter Building, being 1st level support for software, hardware, upgrades and training.Corporal (E4)Field Radio OperatorMicrowave Equipment OperatorSatellite Equipment Operator Classified Files ClerkInformation Systems CoordinatorVolunteer Income Tax AdvisorPolice Seargent (Building Maintenance)