Dane Garland Email and Phone Number

FEMA/ACT – Denton, Texas Jan 2014 to PresentInformation Technology Specialist- Level 1 Responding, and ensuring the complete resolution of any help center calls. Supporting all technical aspect. Directly supporting the disaster victims with online filling for assistance, and any other IT related FEMA support issues.  Preforming as time Team Lead responsible for time off requests, time sheets, and performance reviews.  Planning and overseeing hardware and/or software instillation. Analyzing configuration management processes and procedures to insure software effectiveness.  Training of new employees and assisting current employee team members.  Customer support resolving requests involving integration and configuration related issues.  Establishing an effective working relation in a multi-culture environment.  Support system for a wide variety of platforms such as, operating systems, applications, and desk top configurations. Identifying break down problems using structured resolution approaches. Working directly with network specialist, application developers, and security specialist to prevent recurring issues.  Serving as liaison between customers and vendors to resolve upgrading and maintenance problems within the FEMA center applications, and online disaster victim support related programs. Ensuring technical conformance to customer program requirements, and agency policies involving technology development and/or modernization efforts.  Record my own work, as well as maintain, update, and create technical support and end-user support documentation. analyzing and adjust configuration parameters to maximize efficiency; using software or hardware tools; developing plans or specifications for carrying out proposed applications and program interrelationships as they pertain to configuration management.

 Performing technical support for ASE and network-based applications systems. Initial fault isolation and resolution for ASE related requests and problems. Provide support service and assistance for client issues including: functionality support and resolution, technical support, work status updates. Accept, validate, and log calls from authorized clients. Fully document all calls, including all resolution steps. Set expectations by notifying call originator of call status, including general updates, action plan, next steps, and call closure. Track calls to ensure that responses are timely and escalated in accordance with established escalation procedures. Identify fixes and follow the KPI process to support the company’s Quality Program. Follow documented support procedures at all times. Utilize support system/ tools and technical/ functional knowledge to remotely resolve a customer problem. Ensure the customers entitlement of services, remotely deliver solutions, dispatch service personnel, and when appropriate verify resolution of a customer’s problem that has not been escalated. Work directly with the customer to understand the problem, and/or escalate a problem to other analysts (e.g. support specialists) to help facilitate the resolution of a problem.

 Responsible for operational functionality of daily flight operations including terminal systems; updating of performance files for aircraft fleet; oversight of airline entries and maintenance of rejection queue. Maintenance of validations and initializations for crew member sequences and schedules. Retrieval and oversight of airline systems information including analysis of operations performance and problems from a user’s perspective to ensure problem resolution after evaluation of urgency and impact of identified problem. Maintenance of integrity of database by ensuring accuracy of data entry, modification of system records and performing non-routine data by FOS. Production and distribution of scheduled reports including Morning Situation Report for System Operation Control, Executive Summary Report and RES/DECS Discrepancy Report. Management of special requests and monitoring of over fifty custom applications to enter information into FOS or information gathering for reporting; process all rejected messages from FOS. Maintenance, Installation and Implementation of all apple Ipad devices, plus numerous support of various other desktop and laptop devices.