John Compton Email & Phone Number

• Support end user requirements and questions concerning E9-1-1 systems and AtHoc enterprise IWS Operation, Administration, alerting, and self-registration.• Analyze root causes and provide input into problem management processes. • Handle minor troubleshooting incidents.• Monitor tickets and processing tasks.• Assist with installations, assist with deploying s/w patches/fixes, and assist with testing to confirm proper functionality.• Exercise discretion and independent judgment while providing incident support.• Plan, organize and prioritize tasks to complete work as scheduled and to meet deadlines.• Investigate, solve problems and provide support to customers, vendors and employees.

Fort Meade, Md

Gather, analyze, and consolidate data from Remedy and Cisco reporting tools to accurately report critical data concerning Tier I agent performance and Helpdesk SLA metrics to Client and NOVA leadershipResponsible for pulling the daily Agent Report, which summarizes the performance metrics for each agentResponsible for the daily Operations Report, which summarizes the daily workflow of tickets and compliance to contract SLAsAssist with secure system engineering, including system/security requirements analysis and secure system definitionsProvide phone support to customers with information technology related issues and incidents to include; email, organizational units in Active Directory, Microsoft Office applications, and other miscellaneous GOTS and COTS applications

Rocket Center, Wv

Reported directly to Global Business Services Division 16 leadership and IBM core leadership Performed a wide array of administrative and operational support duties, including reporting and analysis functions for internal public sector clientsCreated and maintained records, staffing plans, and bench reports for GBS Division 16Assisted with utilization forecasting, and execute regular and ad hoc resource management reporting for GBS Division 16Provided and developed detailed reports outlining workload management , resource availability, and GBS Division 16 utilization

Rocket Center, Wv

Real time ticket entry by utilizing, monitoring, managing ticketing systems, and shared inboxesOne of the first Analysts selected to support the contract

Rocket Center, Wv

Developed and published Knowledge Management documentation to provide vital information to the analysts supporting our client.Performed real time ticket entry by utilizing, monitoring and managing ticketing systemsActed as a liaison between customers and technical staff (SMEs, Tier leads, Government Duty Officers, etc.) to communicate and provide a resolution to; major incidents, issues, problems, and questions affecting a large amount of customer as determined in the Major Incident Management SOPActed as the Service Desk Major Incident Manager, with an intimate knowledge of the Major Incident processLearn to be proficient in technical writing and assisted in process changes and SOP updates which were presented to the ClientWorked independently, and in leadership discussions to improve processes (Major Incident Management, Quality Assurance, Utilization, SLA and SLO performance, etc.)

Rocket Center, Wv

• Contributed to the success of the contracts SLAs and SLOs• Worked with each customer on an individual to provide first call resolution above 85%

Mchenry, Md

Supported over 3000 customersWas the sole point of contact for all customer service issues, repairs, and installations between the hours of 1400 - 1900Worked with each customer on an individual basis to provide ideal internet and cable solutions for their property Provided on site internet and cable installation, troubleshooting, and repair supportManaged a database of customer information, in field equipment, and upcoming installationsWorked to develop new products and customer interfaces to increase market penetration

Cumberland, Maryland Area

Travel to remote State Farm offices to replace and update office equipment. This included servers, network attached storage device, desktop systems, printers, scanners, and other various types of office equipment. Travel was 100%.

Some Course Work Completed, Network And System Administration/Administrator

Diploma, Information Technology