Dwayne Staten Email & Phone Number

Contractor assigned to The Defense Information Systems Agency’s (DISA) Chief Information Office, I provided technical help desk support and assistance to contractors, civilians and military working in the Department of Defense.Implemented technical solutions to support remote and local customers and resolved a full range of customer problemsProvided support to users in the areas of e-mail, directories, and Windows desktop applications Troubleshot hardware and software problems and provided feedback and/or solutions to customersCoordinated with end users to provide assistance in a timely and expeditious mannerCommunicated and coordinated with internal and external Information Technology Specialists regarding the resolution of IT issuesUtilized knowledge of internet and intranet technology to help complete assignmentsDocumented troubleshooting and resolution activities in Remedy Ticketing System

Contractor assigned to The Defense Information Systems Agency’s (DISA) Mobility Program Office (MPO), I supported daily operations for global, commercial mobile device (CMD) services and the mobility program’s infrastructures on MobileIron for iOS and Android devices.Procured, managed and provisioned commercial mobile devicesCollaborated with Senior Analysts on day-to-day procurement and standard deployment of hardware and softwareProvided Tier III Help Desk and Current Operations (CuOps) support for iOS and Android CMDs provided by the Mobility PMO to WarfightersCommunicated technical concepts, information, and service-related topics to DISA’s Chain of Command Participated in continuous improvement programs and provided support to the efforts of the teamRecommended solutions, documented and implemented Standard Operating Procedures (SOPs) for Tiers I and II and subsequent SOP updates

Provided first call resolution to a high volume of callsEnsured that for every call or reported event, a ticket was created in a timely and accurate manner Maintained full ownership of ticket through its lifecycleVerified user contact information, paid close attention to detail, categorized tickets accurately, and populated tickets with full description of eventsWorked with end-users and customers to assess their needs, and provided information and assistance to satisfy their expectationsOrally expressed information to others, listened to others and responded appropriatelyIdentified and evaluated problems and made recommendations to solve themDiagnosed and resolved issues on computers, using Microsoft Office Suite Used Windows Active Directory to update users’ information, reset passwords, locate, and unlock user’s accountsUsed Microsoft Exchange Server 2010 to create and edit user’s and office’s mailboxes, distribution lists and security groupsDocumented all troubleshooting performed, and if applicable, the resolutionEscalated tickets to the appropriate support group if and when requiredCross-trained in desktop support and performed the following duties: measured, cut, labeled, and ran cable for multiple workstations (or laptops), created a virtual server to house drivers for the network printer(s), set up connections to the local network printer for multiple users, and fixed Microsoft communicator using the program “FIXMAPI”

Largo, Md

Provided Customer Service Support to customers pertaining to their internet, phone and cable service Handled a high volume of calls covering the full range of customer services in a professional manner; obtained all information for ticket resolutionBuilt professional rapport with the customer by actively listening to assure mutual understanding of customer concerns and issuesCommunicated information effectively during the initial call to minimize the need for future contact or escalationInterpreted, translated, explained, and provided applicable, accurate, and appropriate information regarding products and services, equipment, policy and proceduresDiagnosed and resolved issues on computers, printers, phones, and televisions, digital set top boxes, DVRs, and checked TCP/IP settings, proxy servers, firewalls, IP addresses, etc. Reset and restored connectivity for Windows XP, Windows Vista, and Windows 7Used Grandslam ticketing system to log and track trouble tickets, create and assign passwordsPrepared work orders for maintenance requests after determining if field visits were required

Gaithersburg, Md

Received and managed incoming and outgoing equipmentImaged, installed and tested software on new equipment and prepared equipment for deploymentDisconnected, replaced, and reconnected equipment; conducted inventory and prepared detailed documentationSetup and configured users profiles for network and application accessCreated, transferred, and restored backup filesInstalled, upgraded and maintained system and application components on desktop/laptop computersCollaborated with experienced colleagues and documented results in accordance with agreed procedures

Assisted students with registration procedures, received and screened calls and referred to appropriate staffDocumented, generated and distributed reports and forms to faculty and staffReceived and distributed mail, faxes, and internal campus documentsManaged all school records and handled confidential material securely and discreetlyScheduled various meetings between students and DeansUsed automated Student Service systems to input, monitor and update transcripts daily

Education record

Bachelor Of Science (B.S.), Electronic Engineering And Technology