Jeff L. Email & Phone Number

Alexandria, Virginia, United States

-Manage the work-orders and cataloging within REMEDY BMC version 9 Information Technology Service Management (ITSM) process. Controls planning and execution of the process tasks, activities, and resources to assure established cost, time, and quality goals are met.-Support day-to-day operations of the build and deployment team, including request intake, issue resolution and release coverage. Support the implementation of automated/continuous build, deploy and release processes using integrated tools in the Remedy BMC ITSM system.-Learned ServiceNow (SNOW), obtained Reporting Manager role/duties. Transitioned team from Remedy to ServiceNow using ITIL concepts.-Conducted training for ServceNow and created meaningful dashboards that visualize active tasks and completed tasks. Designed views to assist/familiarize team members with ServiceNow ticket queues and processes. -Improved manual / repetitive tasks with VBA macros.-Worked with new/modification build and deployment setup, release support, etc. Issue Management and support of value streams. ID and Access Management support. Provides analysis and support for batch job issues, changes and modernization efforts when needed.-Assist Release Management members during monthly releases in a variety of capacities.-Confirms request for Change orders are created, approved appropriately, successful production checkout and status updates are accurate.-Helps conduct post-implementation change incident review analysis and process audits.-Analyzes Incidents/Problem report summaries for trends, incomplete solutions, high profile users, and business critical services.-Helps review resolved problems for permanent solutions and potential future problems.

Fairfax, Virginia, United States

• Troubleshoot technological issues and solve problems quickly to ensure business operations runsmoothly• Installed new technology, including computer operating systems, software programs and applications,new desktops, and other computer hardware• Perform regular maintenance on phone systems, computer systems, computers, printers, networksystems, and any other technical equipment• Administer new user accounts, email mailboxes, and access levels for new employees to ensure theyhave everything they need to work efficiently• Ensure company digital assets are backed up so all files are protected• Assist with classroom, office, meeting, and event setup and support and other IT related tasks asneeded.• Work with 3rd party vendors to configure various desktop applications and software.• Proficient in navigating, modifying accounts, and providing / restricting access in the Microsoft 365Admin portal.

Alexandria, Virginia, United States

Duties include: Assisting customers maintaining a variety of records (stored both manually andelectronically); verify statistical reports for accuracy and completeness; Perform Security duties andresponsibilities; compile information; processing new employee security requirements and adjust internalrequests. Problem solve using substantive security guides; answer phones and schedule appointments.Accomplishments and Related Skills:• Process documents necessary for Security operations using Probabilist 8000, C-cure and C-cure 9000• Create, update and ensure accuracy of information on personnel security spreadsheets and databases• Review required forms, processes, and screens security forms for completeness and accuracy• Capture biometric data (taking facial photos and taking PIV card applicant fingerprints)• Provide professional customer service. Delivers services in a pleasant, effective, and professionalmanner.• Maintain accountability of all personnel security files during handling and processing as well as ensureaccuracy of entries made to same personnel security files and any associated databases.• Ensure the biometrics are successfully submitted to the FBI.• Assists with entering information into the USPTO tracking database• Issue access credentials to properly cleared individuals• Assist customers in correcting information as needed resulting in accurate submissions• Suspending, terminating, renewing and reissuing PIV cards in accordance with the Security Servicesguidelines.

Silver Spring, Md

-Experienced in technical implementation/configuration scoping and peer review-Vendor relationship contact for 3rd party vendor implementation project tracking. Required thorough understanding/research/comparison of Verizon and 3rd party services to appropriately extend, cancel, renew or/and upgrade contracts/service procedures.-Designed and created Team project templates/outlines and process documents-Planned, scoped and executed multi month projects with Fortune 500 companies. Set up multiple meetings for different customers to ensure customers were updated on the status of each steps of every implementation. -Maintained accurate records about project including date received, contact information, project scope, work performed and hours to complete.-Sorted out billing and audited overages. Provided billing break downs and suggested pricing/operation corrections/verifications. Customers wanted to understand the current state of services which includes billing, usage, overages, products etc.-Managed billing issues. Coordinated and researched with 3rd party vendors into services and cause of billing errors. Tracked the reason, date, credit requested, credit provided etc. Provided updates to customer on status periodically to ensure customer had latest update.

Silver Spring, Md

-Tier II engineering escalation support, Akamai (3rd party vendor) specific support, portal guide/configuration management questions.-Networking basics trouble shooting; DIG, ping results, NSlookup, IP spoof testing, host header analysis.-Worked with customers and 3rd party vendor support such as Akamai Ccare and Akamai engineering to solve complex technical issues via conference bridge.-Followed through with escalated issues to ensure resolution within appropriate timeframe to meet service level agreements (SLA).-Instructed on SSL cert procurement processes (3rd party, self signed, vendor provided) andprovided portal walkthroughs via Conference Bridge and/or webex.-Created simplified and custom guides to specific customer inquires such as IP spoof testing, reference error lookup, purge cache content, config creation, etc.-Worked individually or as a team member on support tickets/internal requests.