Vernard Washington Email & Phone Number

Sumter, Sc, Us

Sumter, South Carolina, United States

United States

Austin Texas

 Train, coach and manage agents on resolving IT issues and sending them to the correct resolving group Proactively flag incidents where no knowledge solution is found.  Meet or exceed the level of service defined for each client when responding to all incoming incidents.  Refer records to resolving teams in a timely manner.  Manage 50 Agents Manage ODIGO call system Manage Desk Agents for the following: - respond to customer contacts (received by phone, email or incident management tool web interface) in a courteous, professional manner and to either resolve the incident or request or to log and refer the client’s incident/request to the appropriate resolver team in a timely manner. - Receive and respond to client incoming telephone calls utilizing standard customer service skills.- Monitor and respond to client incoming emails using standard email etiquette and/or predefined standard email responses.- Undertake initial diagnostics of incident or received service request, use available tools (knowledge management, remote control & incident management applications).  Accurately record and classify all incoming incidents with the appropriate priority, category and incident summary details. Attach emails, attachments or any other communication provided by the client.  able to install, troubleshoot and support operating systems and applications, as well as manage and troubleshoot network connections and wireless networks. Able to perform optimization of PCs. Technical skills Include:

Fort Riley, Kansas

 Provide technical support and operation of the US Army’s Live, Virtual, and Constructive Integrating Architecture (LVC-IA) program at home stations. Responsible for supporting or conducting military simulation training, testing, and verification, validation, and accreditation. Serves as a LVC-IA Technical Integration Technician, responsible for providing technical and operational support to the Army’s Live, Virtual, Constructive Integrating Architecture (LVC-IA) at home station. Assesses, plans, and coordinates exercises to support LVC-IA systems functions interaction with CCTT, AVCATT, VBS3, CPOF, JCR/BFT, AFATDS, and JCATS systems. Responsible for maintaining operational readiness of ten workstations and 13 virtual machines of the installation. Exercises technical responsibility over the LVC-IA network conducting simulations at Battalion and Brigade level. Experienced in dealing with simulation data modeling and integrated testing environment (ITE) communication protocols including CTIA, DIS, and HLS. Supports the execution of AAR’s through data collection plans and provide tailored products to facilitate AAR conduct.

Fort Riley, Ks

Computer TechnicianInformation Management Division - Fort Riley, KSAugust 2010 to PresentSupervisor John McDowall (785-240-7188) Identifies user requests and/or problems, and determines the best possible solution by taking actions such as: manipulating files, modifying applications/programs, developing/modifying system command language, control files, or resolving hardware problems. Maintains, interprets, and develops portions of operating and user manuals and instructions. Upgrades software as required to support requirements, and upgrades/installs end-user hardware devices and peripherals such as desktop PC's, laptops, and printers. Supports technical specialists in a wide range of assignments related to areas of hardware installation and movement, maintenance, supply, and property accountability. Prepares operating procedures and recommends automated methods for better use of resources as needed. Implements changes and analyzes the results for any additional actions. • Assures that all equipment attachments and power support items are approved and are in compliance with existing regulations, directives, and vendor specifications. • Maintains stocked parts to ensure prompt service and arranges for replacement parts with appropriate vendor. • Uses a wide range of diagnostic analysis techniques to identify hardware problems; develops a fix to solve the short and long term effects. • Installs and configures software to include password protected and screen devices. • Develops new/modified procedures for the operation of the software library and configuration management procedure. -Analyzes software requirements and determines if requests can be satisfied through procurement of available software or if existing software can be modified to satisfy requirements.

Computer Science

Education record