Christopher Maynard Email & Phone Number

Sterling, Virginia, United States

Dulles, Virginia

• Providing exceptional process-oriented senior level technical support and customer service to government end-user community and stakeholders via phone and email.• Administer user accounts and determine eligibility of access for user subscription Accurately track and collect support metrics to help identify areas needing improvement• Participate in the full software life cycle and product development from requirements gathering, design, acceptance testing, and deployment• Support testing of system changes to ensure software application quality and requirements are met. Provide ad-hoc support metric reports, test cases, and help desk documentation. Conduct usability acceptance testing including user, client, and stakeholder outreach• Contributed toward transition and modernization of business rules and processes from existing platform into new web-based platform• Work proactively with architects, project managers, and system engineers to help facilitate user acceptance testing, outreach, and development life cycle to address end-user business and support needs

• Exceeded client expectations in providing exceptional second level support for proprietary applications utilized by the Transportation Security Agency• Diligently monitored enterprise management software with distributed devices to check for breaks in communication, and effectively collaborated with managed service providers to troubleshoot and resolve communication issues for devices not communicating with application server • Effectively coordinated and provided exceptional support for new transportation security equipment deployed in the field to ensure connectivity with enterprise server as well as administer software applications, websites, and user accounts• Diagnosed and executed database queries to assist in troubleshooting and produced daily, weekly, and monthly reports for device connectivity and device property management• Streamlined, edited, and tested help desk administrative and maintenance procedures to ensure efficient help desk operations• Utilized Altiris ticketing software to help track issues and requests • Trained and mentored new support staff to help facilitate productivity for our support team• Received outstanding service award for exceptional customer service and technical support

Management Information Systems, General

• Related Course Work: Calculus, Economics, Management Science, Data Processing, Information Systems, and Office Automation

Business Administration And Management, General

Coursework in Business Management, Business calculus, Sociology, and Psychology