Hayden Dodd Email & Phone Number

Walker, La, Us

• Facilitated and managed a project to correct over 200 devices within the Enterprise with incorrect configuration• Documented several troubleshooting processes to educate lower tier levels on best practices to accelerate outage isolation and resolution• Coded multiple Python scripts to aid in repetitive tasks and collection of large amounts of output.• Collaborated in conjunction with other teams to restore application and network outages.• Coached lower tier levels on key network topics to aid in career learning and education.• Managed a project to update monitoring of applications within New Relic, then created documentation to illustrate progress for upper management and government officials.

Stennis Space Center, Ms

• Conduct high level Tier 2 and Tier 3 technical troubleshooting. Can range from 1-5 troubleshooting scenarios a week.• Oversee, monitor and respond in real time to outages through applications such as SolarWinds and Splunk, delivering prompt and accurate customer service and technical know-how. Outages can range between 5-10 a week on average.• Aid Tier 1 with low level issues and train when necessary to equip colleagues with valuable information and prepare them to exceed in tasks. Assisting Tier 1’s can be a daily occurrence. • Support SolarWinds and act upon ongoing issues to resolve efficiently. • Interface with leadership and engineers to prepare and perform a multitude of projects (eg. IOS Upgrades for Cisco Devices).• Offer training for new hires as needed, supplying information on proper procedures, expectations, and helpful details to perform well in new roles. I have currently trained one new hire.• Abet with Tier 1 level issues when necessary to supply knowledge and offer efficient response times.• Assist Local Field Support with Network Outages and Device troubleshooting such as replacement of physical devices.• Complete supervisory duties as needed in absence of Shift Supervisor‘s presence.

Stennis Space Center, Ms

• Leverage charts and diagrams to describe network operation and train managers and colleagues in proper usage.• Prepare checklists and processes for help desk to aid in efficiency of operations.• Assist with installation and minor equipment repairs, providing excellent service and ensuring installations and repairs are completely completed or resolved to guarantee resolution. • Create several reports of critical systems for management, enabling key decision making.• Partner with Tier 2.0 support on ongoing issues and assist with troubleshooting.• Generate and send notifications to CIRT on outages and maintenances that occurs.• Monitor NMS and several other tools to observe and mitigate future outages.

Stennis Space Center, Mississippi, United States

• Foster and maintain positive working relationships with Tier 1.0 support and users to provide advanced troubleshooting steps and solutions for escalated issues.• Handle the creation and access of shared mailboxes and distribution groups as well as enable/disable accounts and add/remove security groups within AD.• Respond to calls from users in an efficient manner to provide troubleshooting support for computer issues, including accessing user computers remotely and managing the ticket queue.• Perform technical tasks to support users, including installing software onto user computers, changing users from PIV/PIN login to username/password login, and resolving AirWatch/iPhone issues.• Adhere to established standards while facilitating AMB AD account transfers to other field offices.• Played a key role as an Admin for the M365 migration for USCIS; supported assisting users getting familiarized with the new

Stennis Space Center, Mississippi, United States

• Resolved a variety of technical user issues while providing high-quality, first-tier support, including utilizing the ticketing software to create tickets for calls.• Ensured efficient issue resolution by escalating complex problems to Tier 2.0 support as needed.• Tasked with enabling and unlocking accounts within AD.• Managed issue resolution for diverse problems, handling the personal queue in a timely manner and conducting additional research as needed; issues included MS Office Application issues, government system issues, or any general computer issue.• Gained experience in simulating and recreating user problems as needed to identify and deploy solutions; utilized Active Directory, MS Office Applications, Skype for Business, Cisco Webex, Cisco Anyconnect Secure Mobility Client.