Stephanie Davis Email & Phone Number

Daily responsibilities include, but are not limited to the following, utilize a ticket management system (ITSM, GTMS, and Remedy) to document customer request and or issues using the ITIL framework of Incident Management (IM). This involves the creation of tickets, and ensuring that all information is clear, concise, and complete prior to routing it to the correct section within our command, or to other Defense Information System Agency (DISA) agencies. Once this ticket is updated by a technician, I work to ensure that the fix action is properly documented and that all fields within the ticket are completed correctly using the guidelines set forth in the IM standard operating procedure. The submitter is then contacted via email and or phone to ensure that their incident has been resolved, the ticket is then closed and any trending issues are reported for Problem Management tickets, and for site leadership review. During events that affect the overall availability of service and support from our command, I connect to a central bridge line to communicate current activities that are ongoing, and to provide site leadership and enterprise team members a pulse on the activities that are trending in our Area of Responsibility (AOR). During these events we document all actions within the ticket to our daily operations chart so it can be briefed to site leadership, and used for After Action Reports (AAR) and Root Cause Analysis (RCA). This requires a detailed oriented mindset, excellent communication and interpersonal skills, and the flexibility to the ever changing information Technology (IT) environment that we work in.

Listed skills include Military, Security Clearance, and Dod.

• 

  It Specialist

  Dept Of Defence

  Sep 2009 - Present

• 

  S.E.M.O

  Computer Science