April Dumas Email and Phone Number

● Provided advanced technical support to over 200 end-user devices, maintaining an average resolution time of 2 hours for high-priority tickets.● Resolved software and hardware issues across platforms like Microsoft 365, significantly reducing downtime by 25%.● Coordinated and supported hybrid meeting technologies, ensuring seamless execution for 50+ high-profile events annually.● Created and maintained a knowledge base, improving team efficiency and enabling faster onboarding for new team members.● Managed IT equipment inventory, ensuring accurate records and timely procurement for a department with 500+ users.● Regularly exceeded SLA targets, achieving 98% compliance in ticket response and resolution times.● Developed technical solutions that enhanced system security and user productivity, contributing to the organization’s IT strategy.

● Supported service requests and incidents on ServiceNow, providing 24/7 Service Desk support.● Serves as the single point of contact for end-user IT issues, ensuring timely resolution.● Coordinate, monitor, and handle all Service Desk open incident tickets to ensure issues are closed, workdirectly with the Client’s service partners for escalation and timely issue resolution● Assist Service Desk Management with reporting, analysis, or testing tasks● Contributed to knowledge base using KCS methodology, enhancing support resources.● Possess business acumen for all clients supported● Unlocking user accounts and resetting applicable system passwords● Assisted in monitoring customer network resources and supported remote desktop solutions.● Coordinated service requests for SecurID tokens and supported client-owned smartphones.● Creating and tracking Guest Net (wireless) access● Performed remote desktop support and VDI support using VMware & Aternity.● MDM support using AirWatch

● Re-image Windows computers using enterprise re-imaging software● Troubleshoot user accounts to ensure they’re able to connect and authenticate network services● Troubleshoot windows computers software and hardware● Install software applications and customize software for individual users● Install, configure, and maintain network hardware and software

● Diagnosed, troubleshot, and resolved a wide range of software, hardware, and networkissues, ensuring optimal system performance.● Installed, configured, and modified hardware/software, including local and network printers,scanners, desktops, laptops, plotters, and display monitors.● Provided deskside and remote support for iOS, Android, and FNS mobility devices, resolvingVPN, network, and device-related issues.● Monitored and resolved trouble tickets using Alloy Navigator, delivering support forBitlocker, Mobile Iron, Outlook, Cisco IP Phones, and shared network drives.● Delivered Exchange Server and FNS account management support via Active Directory,providing Tier 1-3 support for network monitoring, troubleshooting, and firmware/softwaretesting.● Performed remote desktop support using DameWare, TeamViewer, and Microsoft Lync,resolving user issues from home and remote locations via the Juniper platform.● Managed imaging and re-imaging of machines, performed security patches, and ensuredsoftware updates for device integrity.● Developed and implemented PKI solutions, including CA setup, certificate issuance,lifecycle management, and disaster recovery plans for critical infrastructure.● Provided ongoing support for iOS and Android devices, maintaining security and compliancewhile troubleshooting mobile connectivity and application issues.● Delivered deskside and remote support to high-level executives, managing Active Directoryaccounts, resolving network connectivity, and troubleshooting telecommunication and VPNissues.● Performed hardware installations, software upgrades, and network troubleshooting to ensuresystem stability and high availability.

● Interfaced with mobility vendors to resolve end user issues and close IT Service Management incident tickets on Remedy● Actions ITSM incident tickets escalated from Defense Enterprise Computing Center (DECC) Oklahoma City’s Tier II help desk● Monitored, detected malware and contains incidents using over-the-air electronic software distribution of applications, enacted remote data-wipe protocols, remote device configuration management, and asset/property management capabilities which corporately protect against key and data being compromised● Provisioned, upgraded and troubleshoot mobile devices to unclassified commercial mobile device end users by providing access to their DoD Enterprise Email accounts via the Non-classified Internet Protocol (IP) Router Network (NIPRNet) administrated by the GOOD, Mobile Iron and MDM● Managed and maintain 100% accountability for in stock deployed inventory of 1600+ commercial mobile devices● Developed, scanned, updated and maintained documents and reports on MPMO’s SharePoint site● Facilitated Tier I and Tier II training on iOS, Android and blackberry devices to end users● Responsible for keeping records of all DoD Mobility Classified Capability devices shipped and received● Created and Managed Trouble Ticket Matrix spreadsheet for ticket status on DoD Mobility Unclassified Capability (DMUC) and DMCC.● Processed forms for EMMC access by inputting system administrator (SA) information into SharePoint portal for SA access● Provided Tier 1-3 support functions, network monitoring, troubleshooting, trouble desk responses, and testing/fielding new firmware/software.● Assisted in the research, collection, and compilation of material and documents related to DoD Mobility DMUC and DMCC.● Tracked status of resources, reparation of reports at strategic points and made recommendations for adjustments● Provided a daily service desk activity report, weekly activity report and end of day report for high visibility customers

● Verified, and granted access credentials for personnel, VIPs, visitors, and law enforcement using various security systems (CVCS, VADB, HBVS, C-Cure).Utilized Foreign Access Central Tracking Systems(FACTS), which authenticates all foreign national visitors for the day● Troubleshot kiosk to code HSPD-12 interagency users’ badges to permit their entry into DOE facilities● Conducted electronic security policies and procedures briefings to DOE employees and visitors● Performed access control in a government faculty and quality assurance with customer service being ableto protect personnel from any known or unknown threat● Managed and registered end-users in the DoD Public Key Infrastructure (PKI) system and providedassistance and information on PKI-related topics to users● Demonstrated the ability to communicate and interact effectively with senior Governmentofficials, foreign dignitaries, business leaders, and the general public● Obtain Q Clearance

● Managed the inputting of raw application data into the database, trained temporary and permanentemployees, and processed and verified bank lockbox for financial accuracy.● Scanned examinee answer sheets, prepared and mailed examination Score Reports, and edited data entry of applications, processed returned examinations, and scored and scanned exams.● Authored official responses to correspondence, general inquiries, and emails from testers, and developed, updated, and maintained Standard Operating Procedures (SOPs).● Processed returned mail and utilized Cisco VoIP phone administration attendant console.

● Gathered research data and compiled statistics on Operating Unit Programs, independently composedreports and correspondence, and created discipline conference packets and suspension letters.● Inputted and maintained electronic and hard copy records of discipline incidents in the Starbase datamanagement system.● Created and managed user accounts for students, faculty, and staff for the Novell Network and GroupWise Email, performed account maintenance, and processed hard copy payroll.● Maintained records of terminated, transferred, and new employees to comply with HR policies.● Supported the first virtual iteration of the Standards of Learning (SOL) test as a Standby School FieldTechnician in 2004.● Interviewed and trained Cooperative Office Education (COE) students.