Chris Deer Email & Phone Number

Reston, Virginia

Acts as primary point of contact for service desk requests and incidents for both Virginia and Tampa locations. Monitors and manages service desk ticket queues and ensures case closures are in line with SLAs. Manages end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance. Determines root cause of issues and communicates appropriately to internal and external customers. Escalating requests to tier 3 System/Network Engineers as needed. Provides data and reporting metrics: service request open/closed, service interruptions, change requests open/closed, and maintenance actions to Director of IT. Maintains the IT Help Desk SharePoint page and content (IT knowledge base and How To documentation.) Oversees development and dissemination of help sheets, usage guides, and FAQ lists for end users. Responsible for the coordination of Change Requests and maintenance actions with the Director of IT, System/Network Engineers, and business units. Participates in the planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.Trains, coaches and mentors iGov users on the proper use of IT resources. Identifies, recommends, develops, and implements end user training programs to increase computer literacy and self-sufficiency. Works with the Director of IT to develop service and business level agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization. Advises the management on situations that may require additional client support or escalation. Manages the process for communicating outage/emergency activities to the organization. Creates IT customer satisfaction surveys and review survey feedback to improve the support experience.

Reston, Virginia

Responsible for providing Tier 1 and Tier 2 support for iGov’s internal users in the Mclean Virginia and Tampa Florida locations. Created, assigned, and maintained user logons and access privileges for internal network and SharePoint access as well as accounts with external vendors (Tech Data, Synnex, Ingram Micro). Set up new user accounts, cubicles, computers, phones, and other IT equipment. Maintained IT asset database and assigned users the proper equipment. Managed iGov’s Security Awareness training program and verified that users completed the assigned initial training courses and annual refresher courses. Managed iGov’s IRONKEY program, including issuing IRONKEYs and supporting users in the use of the IRONKEY products. Worked with Sales team to provide proposal support for iGov’s proposal efforts on DHS, First Source II, ITES 3H proposals. Support included providing hardware and technical reviews of submitted solutions. Monitored workplace activities to ensure that workers complied with company policies and safety regulations. Updated evacuation maps and tested evacuation routes out of the building. Conducted quarterly building safety checks. Acted as the iGov Floor Warden during fire drills / evacuation drills to ensure all employees evacuated the building.Responsible for the management of services and processes that support the core business of iGov. Ensured that iGov has the most suitable working environment for its employees and their activities. Duties have included: preparing RFQs to send out to vendors; project management and supervising and coordinating work of multiple contractors; liaising with various building management entities to accomplish tasks; directing and planning essential central services such as reception, security, maintenance, mail, cleaning, waste disposal and recycling; checking that agreed work by staff or contractors has been completed satisfactorily and following up on any deficiencies.

Mclean, Virginia

The position was a combination of multiple responsibilities: Help Desk Supervisor, Help Desk Support, PC Maintenance Technician, and Stock Clerk. Supervised the day-to-day operations of the iGov Customer Service Group (CSG). Created and managed case escalation procedures and ensure service levels were maintained. Documented, tracked, and monitored problems to ensure resolution in a timely manner. Conducted on-going reviews of cases where iGov was seeking return of defective equipment to insure the items were returned. Lead and directed the work of other helpdesk personnel, computer technicians, and CSG personnel. Communicated helpdesk issues through telephone calls and meetings with iGov Vice Presidents, General Managers, and sales personnel. Provided support to end users of multiple external helpdesks (eArmyU, ADMC, Air Force, VA) on a variety of issues. Responded to telephone calls, email and personnel requests for technical support. Documented, tracked, and monitored the problem to ensure a timely resolution. Identified and tracked emerging helpdesk issues and informed appropriate personnel of issues. Created and modified internal and external helpdesk documents. Continued monitoring and reorganization of the work area and work processes to promote a more efficient work flow. Applied over four years’ experience to maintain, analyze, troubleshoot, and repair computer systems and computer networks. Documented, maintained, upgraded, and replaced hardware. Supported and maintained user account information in internal helpdesk ticketing system (Microsoft Navision). Identified, researched, and resolved technical problems using a variety of resources (IBM/Lenovo web sites, training CDs, technical documents, and web forums). Ensured computer systems were repaired and QA tested to manufacturer specifications. Organized and maintained the iGov CSG spare hardware pool and spare parts inventory. Documented and tracked laptops that were sent to IBM/Lenovo for repair.

Springfield, Virginia

Responsible for supervising the day-to-day operations of the iGov Logistics Management Center’s technicians and prioritizing the technician’s workload to ensure that projects are completed in a timely manner. Technicians included one Helpdesk Technician and three Hardware Warranty Technicians. Duties included helpdesk and warranty case review to ensure the contracted SLAs were maintained, preparing reports from raw data on helpdesk case trends and reporting to a General Manager and a Project Manager, compiling lists of parts needed to ensure a quantity of spare laptops are available for deployment, ordering replacement hardware through the IBM eClaim system and outside vendors. Developed and implemented a process to reduce the number of lost eclaim parts resulting in a decrease of invoices from IBM. Researched and utilized IBM Ez-Serv service to expedite laptop repairs during busy periods. Conducted continual reviewing and updating of LMC technical and shipping forms and documents to ensure they were timely and relevant. Continual monitoring and reorganization of the work area and work processes to promote a more efficient work flow. Ensured all helpdesk personnel and PC technicians had the proper hardware and software to accomplish their tasks. Informed helpdesk personnel and PC technicians of latest diagnostic procedures and software used in troubleshooting computer problems. Through attention to detail, lead the iGov team that obtained "Premier Warranty Service Provider” status for 2006, 2007, and 2008 for the iGov LMC. Solely responsible for providing iGov’s IBM hardware phone support for the ADMC & BCS3 projects (5000+ laptops and desktops) along with the FDIC project (4200+ laptops). Initiated on-going review of cases where iGov is seeking return of an item/laptop to insure the item/laptop is returned. Responsible for training helpdesk and hardware warranty technicians.

Springfield, Virginia

Responsible for providing iGov’s Tier 1 & 2 hardware support for 15000+ users of the eArmyU program. Supported users world wide. Performed troubleshooting over the phone and by email of Windows XP software and IBM ThinkPad hardware. Support included problem diagnosis, solution development and solution implementation. Responsible for updating web-based and internal trouble ticket tracking systems. Troubleshot and repaired IBM ThinkPad laptop computers, including A, R, and T series ThinkPads along with NetVista and ThinkCenter desktops. Developed, as a team, workflow processes in a production environment and continuously reengineered processes to improve workflow. Designed, implemented, and updated internal and external forms to track laptop repairs

Springfield, Virginia

Set up, configured, tested, and troubleshot a multi-PC switched integration network consisting of IBM servers with Windows 2000 Professional, 3Com SuperStack switches, and CAT 5e cabling. Responsible for preparing laptop PCs for mass deployment in accordance with a DoD/GSA schedule for the eArmyU project. Unpacked factory sealed IBM ThinkPad (R31, R40, A30) laptops and installed software and hardware components to meet customer and contract customization requirements. Used Symantec Ghost 7.5 Corporate Edition with GhostCast Server to deploy disk images across a network to multiple IBM laptop computers. Designed and performed a multipoint QA check on each laptop to assure proper configuration and operation prior to shipping.

Fairfax, Virginia

Responsible for entire auto parts core and defect department supporting 16 auto parts stores. Reorganized and improved productivity in department by analyzing and reengineering work processes to increase output per man-hour. Initiated on-going inventory review process to maintain latest product line. Organized product lines to improve shelf space utilization. Trained and instructed a crew of eight warehouse personnel. Trainees included stock clerks and delivery drivers. Trained delivery drivers for two eight-store routes.

Vendor Certifications, It: Computer Repair & Support

04/13/13 RDD08 Desktop Systems Hardware Service Training 04/13/13 RDD08-BP Desktop Systems Hardware Service Training Best Practices.

Vendor Certifications, It: Computer Repair & Support

2011 Web & Email Security Technical Professional 2011 System Security Technical Professional 2011 Risk & Compliance Technical Professional.

Mcitp: Enterprise Support Technician, It: Computer Support

Vendor Certifications, It: Computer Repair & Support

05/30/06 RTC05 IBM Mobile Systems 02/25/06 RXWA0-R1 Warranty Basics for Administrators 02/25/06 RXWT0-R1 Warranty Basics for Technicians.

Aas, Information Systems Technology – Network Engineering

Activities and Societies: Phi Theta KappaGPA 3.78, Graduated Summa Cum Laude

Comptia Network+ Certification, It: Computer Networking

Comptia A+ Certification, It: Computer Repair

Aas, Information Systems Technology – Networking Specialization

Activities and Societies: Phi Theta KappaGPA 3.83, Graduated Summa Cum Laude, Received outstanding academic achievement award

Education record