Dalonte Walker Email & Phone Number

Washington Navy Yard

• Review Check emails along with providing excellent customer service. • Create, Update and Distribute daily audit reports to faculty where it contains VIP and EVIP costumers• Receive Incoming phone calls and relate the work order to the appropriate technicians. If a technician is not available, the work request will be assigned to the next available technician for action.• Monitor the HP Service manager queue for incoming actions • Assign tickets in the queue to NMCI techs, ensuring they contact the costumers. Once completed the ticket is updated in the system. Ensure all Techs arrive to scheduled appointments in a timely manner. Review the queue to ensure tickets are in the correct status; and that they aren’t going beyond the 11-14 day window without being updated, • Answer all incoming VIP and EVIP service calls related to FSQM. All tickets are assigned to the designated Tech and updated within a decent time frame. All tickets are updated to the daily audit report. Also send the technicians an email with the necessary steps to close the ticket.• Audit all technicians daily and ensure updates, emails, and tickets are being handled accordingly.When technicians have questions, I am responsible for providing them the best plan of action for the assigned work order. Including ways ahead for disc inventory, burning reimaging disc, OSD disc, lending standalone books, three or four disc and collecting borrowed items back.• Responsible for dialing into a daily conference call each day with regional to discuss matters of the queue and answer all questions• Ensure there are no pending tickets in any of the technician individual queues. If there are open tickets, I inform the tech so he/she may update/close out the ticket.• Ensure phones are forwarded to the appropriate technician upon departure.• Responsible for Security of the Office. Ensure the office is clear, lights are off, both doors are locked, and the sign in/out sheet is signed off with my initials.

1333 Isaac Hull Avenue, S.E. Washington, D.C. 20376

• Responsible for entering all new blackberry cell phones provided by sprint into a data system and assigning them to their users as well as updated sprint cell phones, CAC readers, and air cards.• When given a spreadsheet with user names, and the correct revised information responsible for labeling and pairing up users blackberry's and CAC readers together. Then separating the phones and CAC Responsible readers in groups for each computer analyst of whom which they belong too.• Contacting sprint to swap users old phone numbers to their new phones and activating the phones.• • Responsible for testing air cards by hooking them up to a laptop and making sure they connect to the internet before issuing them out.• Wiping/clearing all data on all versions of blackberry's and cell phones. • If needed going into the data base and un-assigning any devices that are no longer needed by their users.• Responsible for processing request for repair/Replacement/Transfers • Ensure that multiple databases are updated in accordance with established procedures • Receive, sort and file forms in compliance with policies.• Participate in technical refresh of wireless equipment • Communicate status of wireless devices with customers • Troubleshoot technical and procedural issues that arise with customers• Track metrics of completed request by opening and closing trouble tickets • Track and report inventory on all wireless devices store d on-site• Submit buyback on Sprint website for all non-functional or obsolete devices• Responsible for transferring over 2,500 Blackberry 9930’s to iPhone 5s for the entire NAVSEA Command. Provided outstanding customer service. Guided NAVSEA employees with troubleshooting of various issues obtained during the iPhone deployment.• Responsible for completing wireless/inventory reports at the beginning of every month. This report is provided to the Government Lead by the due date requested. • Recognized as a Tier 1 Trainer

1333 Isaac Hull Avenue, S.E. Washington, D.C. 20376

VTC (Video Telephone Conference) Facilitator • Responsible for scheduling and assigning federal government employees, classified and unclassified meetings to any available conference rooms.• Ensuring all conference rooms that were booked for certain meetings were equipped with what was required in their request form.• If scheduled for a dial up, made sure the conference room was set-up thirty minutes prior to the meeting to dial the bridge.• Responsible for ensuring customers who sent in a request form were replied to within a 48 hour window, and received a confirmation letter confirming that their standard meeting or VTC has been scheduled for their requested date and time.• Responsible for getting in contact with SPAWAR whether by phone or email in case of a needed classified or unclassified bridge line, and assigning them out to their federal government POC and adding it to their ticketed request as well.• Answer phone lines and providing great customer service to satisfy contractors or their federal POC's to the best of my abilities.

1333 Isaac Hull Avenue, S.E. Washington, D.C. 20376

• Rack Mount Cisco 4500 Series switches and complete power on and initial testing.• Responsible for labeling, patching• Migrate users from EOL 6500 Series switches to 4500 Series switches.• Confirm connectivity of user connections to switches in IDF.• Complete troubleshooting of layer 1 network connectivity issues from users to access switches.• Load configurations on CISCO 2960 switches.• Initially configure Tripp-Lite B094-004-1D devices for remote console management of network devices.

1333 Isaac Hull Avenue, S.E. Washington, D.C. 20376

• Responsible for providing outstanding customer service to NAVSEA employees (GS-15’s and below)• Provide Tech refresh to all NAVSEA employees who received new computer equipment.• Responsible for providing customers with assistance in finding lost personal files and folders.• Retrieved old computer equipment in order for it to be archived.

Certified Audio Engineer

High School Diploma, English Language And Literature/Letters