Tesia-Irene Ahai Email & Phone Number

Hillsboro, Oregon, United States

Hillsboro, Oregon

• Technical Support Analyst duties• Second level support through phone calls, emails, and tickets for all systems and services• Handle escalated tickets that have been triaged by Tier I support• Mobile Device Management Admin (iPhone & Android)• MDM Purebred user Admin• Gold Glove Purebred Admin• Active Directory DLL Admin• Cisco VoIP CUCM and Unity profile management• Trainer in Cisco procedures• SME in Cisco and MDM• New employee trainer

Hillsboro, Oregon

Responsible for first and second level support for all systems and services supported by ACE-IT for the US Army Corps of Engineers (USACE). Provides effective diagnostic evaluation of end-user customer needs. Uses good judgment, responds in a timely manner, and resolves issues and complaints to the customer’s satisfaction. Prompt with accurate documentation and tracking to ensure timely resolution. Responds to and diagnoses problems through discussions with end-users.Ensures a timely process to tier 1 and tier 2 resolution and or proper ticket routing to additional ACE-IT Teams for assistance. Includes problem recognition, research, isolation, resolution, and follow-up steps.Provides support to end users on a variety of issues and serves as focal point for customer concerns.Responds to telephone calls, email and personnel requests for technical support.Provides tier 2 support to end users for either PC, server, or mainframe applications or hardware.Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.Simulates or recreates user problems to resolve operating difficulties.Recommends systems modifications to reduce user problems.

Honolulu, Hawaii

Monitored EUT Workflow incident and service request queue.Contacted EU's if information was missing within tickets to ensure quick resolve time.Verified ticket priority is accurate and if not added appropriate notes. Approved ticket downgrades and upgrades when priority levels were not consistent with ticket description and or notes.Assisted in the developemtn of necessary processes to integrate the tools into Deskside support, IT Operations and/or infrastructure environments.Adhered to QHS Security Polocies during the implementation of new workflow and infrastructure designs.Ministered the implemenataion of a new hardware catalog to be used throughout the Enterprise (5,000+ users)Started the initial documentation of SOP's to be used within End-User TechnologyResponsible for creating weekly dashboards to show progress of the documentation

Kalaeloa, Hawaii

Duties included Help Desk support for specified sections within unitTroubleshooting computer issues as well as maintaining a professional demeanor. Assisted in creating user profiles and email accounts for numerous exercises. Familiar with setting up with Global Broadcasting Services (GBS) to ensure that leadership received the latest world news and up to date information while out in the field.Reimaged unit computers when needed to ensure Department of Defense (DoD) compliance.

Camp H M Smith, Honolulu Hawaii

Monitored scans in search of Network vulnerabilities vis Security Technical Implementation Guide (ACAS/STIG's)General knowledge of how Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS) work to detect malicious activity within a network.Understands the importance of data availability, non-repudiation, authentication, and integrity to ensure that users and their data meet the requirements of the Department of Defense (DoD)

Camp Smith, Hawaii

Quality Assured all ticket and work orders sent to the Service Request Management queue have all required documents attached and meet all requirements before tickets are sent out for resolve.Assisted users in daily functions and troubleshooting on incidents before tickets are sent out for resolve.Assisted in the creation of users accounts on both unclassified and classified networks.Assisted Service Desk Marine Lead with training and distribution of information to new Service Desk Technicians.

Camp Smith, Hawaii

Leveraged processes, utilizing ITIL best practices, to ensure the G6 HITS organization designs, deployed and sustained high quality, high availability solutions that align with business and IT strategic objectives.Created tickets as needed for Services Request Management for new requirements and determines if request needs to be handled as project delivery.Assisted employee's with issues and helped to resolve customer related situations to provide the best customer services to our client.

Camp Smith, Hawaii

Duties included general help desk/desktop support for the G6 MARFORPACActively answered phones and created tickets for user's technical issues to be resolvedConducts Tier 1 and some higher tiered analysis in response to Services Desk escalationAssisted G6 Contractor with Xerox Multi-Functional Device refresh project- researched IP addresses, located print queue names, created tickets for new printer DNS configuration and corrected printer queue with accurate location information.