Daniel Stopka Email & Phone Number

-I provide the second level escalation point for 10 other Tier 1 analysts on our service desk for mentorship and routing of their IT Support issues.-As a Tier II analyst, I have elevated access for account management with various applications and services. These include Active Directory, Office 365 admin, Okta admin, Onbase, Peak, Material Quote, OMG.Auth, scorecards, inField, CMMS, and SAP. I would actively support any Oldcastle Materials employee’s with any account creations/modifications of their access via notification by phone, email queue and Tier II task queue within the Cherwell ticketing system.-Continues to take an active role in the first line of support for Oldcastle Materials Inc. employees via phone or email queue. -Continuously monitored various network infrastructure (T1, DSL, Cable, VPN) for outages reported by end users or via the Cherwell ticketing system. I would actively troubleshoot with onsite personnel, escalations to field services, internal network team, and submitting trouble tickets to correlating LEC/ISP’s.-Leadership permitted me to take a role in guiding newly onboarded Tier 1 analysts with general understanding, overview, and basic troubleshooting of our applications we support and what their functions.

-Worked diligently as the first line of defense for the Oldcastle Materials, Inc. IT Server Desk alongside 20 other counterparts for a company that employee’s roughly 20,000 personnel.-Utilized the Cherwell ticketing system to help support IT support requests by company employees for laptops, desktop, mobile devices, and various software implemented by Oldcastle Materials.-Was given the opportunity to travel to our Canada service desk during the SAP rollout to assist and share knowledge with our Canada service desk personnel. -Actively assisted customer service incidents to rectify immediate issues or if required, escalation to specific resolver groups for multiple application issues within Microsoft Office 2007+, Cisco Anyconnect, Shoretel Communicator, Citrix, Proactis, Onbase, and various Command Alkon applications. Assisted in password resets/unlocks for those very same applications to include Active Directory.-Assisted in Airwatch account creations for employee personal/corporate devices, also took an active role in any Airwatch troubleshooting requests on the very same devices.-Monitored and took an active role in rectifying circuit (T1, DSL, Cable, VPN) outages by responding to onsite personnel, escalations to field services, and submitting trouble tickets to correlating LEC/ISP’s.

Arlington, Virginia, Us

-Responsible for maintaining communications over a secured network via satellite communications, offering data and voice services for the Battalion Tactical Operations Center.-Knowledgeable in the setup/configuration of VOIP phones utilizing Cisco's Unified Call Manager.-Configured networking equipment including Cisco switches, routers and firewalls to ensure solid network connectivity over Department of Defense Non-Secure/Secure networks.-Received lengthy classroom and hands on training pertaining to the OSI Model, TCP/IP, VLANS, computer peripherals, hard drive imaging, Active Directory, UNIX/Solaris, Microsoft Server 2008, Microsoft Exchange 2007, Windows Vista, Windows 7 and Windows XP.

Mooresville, Nc, Us

-Functioned as first level support for Lowes Companies while on their IT Service Desk Hardware department. Averaging 50-60 calls on a daily basis.-Analyzed incoming calls for support and utilized Remedy ticketing software to ensure support issues were resolved or escalated to appropriate channels (Tier2, Tier3, 3rd party vendors).-Assisted on-site Field Service Technicians with basic network troubleshooting methods via a UNIX shell.-Troubleshot company wide Apple devices (iPod's, iPhone's, iPad's) via the mobile device management application AirWatch-Assisted customers in break/fix repairs of point of sale registers,thin clients, Lexmark printers, zebra printers, desk phones, spectralink phones, and scan guns.-Experience with Avaya phone systems.

Charlotte, North Carolina, Us

-Functioned as first level support for Lowes Companies while on their IT Service Desk Hardware department. Averaging 50-60 calls on a daily basis.-Analyzed incoming calls for support and utilized Remedy ticketing software to ensure support issues were resolved or escalated to appropriate channels (Tier2, Tier3, 3rd party vendors).-Assisted on-site Field Service Technicians with basic network troubleshooting methods via a UNIX shell.-Troubleshot company wide Apple devices (iPod's, iPhone's, iPad's) via the mobile device management application AirWatch-Assisted customers in break/fix repairs of point of sale registers,thin clients, Lexmark printers, zebra printers, desk phones, spectralink phones, and scan guns.-Experience with Avaya phone systems.

Charlotte, North Carolina, Us

-Handled an average of 40 calls a day totaling 3000 tickets created to ensure the customers were given the best quality service available while I worked at the help desk.-Diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems as Tier 1 support.-Provided detailed descriptions of issues in the service now trouble ticket system and followed up diligently to ensure swift resolutions.-Provided end user support dealing with Novant Health’s “EPIC” software rollout. My support would usually consist of closing out of users hung Citrix session’s via Xenapp and/or escalate to the appropriate EPIC team depending on the issue.-Gained experience in troubleshoting issues with Outlook 2007/2010.-Reinstalled countless network printers for users via remote access due to computers/printers being shifted around offices. -Worked alongside 17-20 service desk individuals whom all collaborated via Microsoft Lync, Outlook, and the available knowledge base to support customers rapidly and effectively. -Gained experience with active directory by fulfilling countless password reset’s and unlocks – also gained experience with resetting/unlocked user account with various other applications Novant Health facilities would utilize to include: Cerner millennium, Phone Factor, AS400, Net Access, Dictaphone, Meditech, Peoplesoft, Good for Enterprise, Siemens MAC, and API.

Arlington, Virginia, Us

-Detects, tracks and identifies aircraft, correlates tracks, and broadcasts early warning information. -Operates and performs preventive maintenance checks and services on the team vehicles and power generation equipment. -Provide situational awareness and early warning of operational airspace-Conduct the planning and execution of airspace management required for supported echelon-Responsible for air defense airspace management cell equipment march orders, emplacements and level system maintenance-Evaluate intelligence data for force/engagement operations -Performs map operations. -Operates over radio nets. -Supervises lower grade soldiers and provides technical guidance to the soldiers in the accomplishment of their duties.- Inventories and destroys classified material and performs security functions.-Link 16 Interoperability Joint Tactical course, Okinawa, Japan, JT-101, 2010-Multi-TDL Advanced Joint Interoperability Course JT-102, Okinawa, Japan, 2010-United States Message Text Format course JT-105, Okinawa Japan, 2010-Warrior Leaders Course, Camp Jackson South Korea, 2008-Mail Handlers Course, Fort Bliss Texas, 2006

Bachelor’S Degree, Information Systems

Associate’S Degree, Computer Science

High School