Jesse Womack
St. Charles
Summary
Skilled in troubleshooting and resolving hardware, software, and application issues. Adept at managing desktop systems within local and wide area networks, ensuring optimal performance. Proven track record of delivering high-quality customer support while effectively documenting incidents and resolutions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Routine Requirements Lead
Leidos
Arrington
07.2025 - Current
- Resolved hardware, software, and application problems through initial customer contact.
Administered desktop systems connected to both local and wide area networks effectively.
Monitored real-time system performance, escalating issues to Tier II/III when necessary.
Provided comprehensive support for IT systems implementation and maintenance.
Managed overall IT system infrastructure and associated processes for optimal performance.
Conducted daily operations monitoring and resolved problems across all client/server/storage/network devices.
Documented incidents and resolutions accurately in tracking tools.
Possessed extensive knowledge of computer troubleshooting principles and desktop applications. - Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Collaborated with team members to achieve project objectives and meet deadlines, ensuring timely delivery.
- Proposed innovative ideas and solutions, enhancing team performance and achieving project goals.
- Assessed customer needs quickly during interactions.
- Resolved customer issues with knowledgeable and friendly service, fostering high customer satisfaction.
- Assisted with customer requests and answered questions to improve satisfaction.
Desktop Support Technician Tier 2
Pentagon/PrimeTek
Arlington
10.2024 - 07.2025
- Perform onsite analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions.
- Respond to and resolve incidents, demonstrating troubleshooting skills.
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the organization's desktop computing environment.
- Administered and resolved issues with associated end-user workstation software products.
- Supported computer data communications systems and understood computer networks and routing.
- Understand layer 2 switching, including VLANs and port security.
- Analyze, identify, resolve VPN, outlook, and network access issues.
- Analyze, identify and resolve Common Access Cards and CAC Readers/PKI certificate troubleshooting.
- This role involves planning and implementing upgrades, analyzing hardware and software solutions, and ensuring effective network operations.
- Worked closely with Tier III engineers in incident management, configuration management, and network maintenance.
- Provide support to Tier III network engineers for incident management and projects.
- Assisted with the installation and ongoing maintenance of client LAN/WAN devices to ensure reliable network connectivity.
- Complete assigned tasks within Service Level Objectives/Agreements (SLOs/SLAs).
- Draft and implement standard network change requests.
- Managed incoming communications by receiving and responding to calls, e-mails, instant messages, and voicemails promptly.
- Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
- If necessary, liaise with third-party support and PC equipment vendors.
- Utilize Active Directory to manage users' accounts.
Service Counter Technician Tier 2
Pentagon/Empower AI INC
Arlington
01.2024 - 10.2024
- Provided technical assistance to clients through in-person interactions, enhancing user experience.
- Assisted clients with laptop re-images, CAC PIN resets, and VPN issues.
- Guided clients in effectively using technical solutions, improving their overall satisfaction.
- Maintained accurate records of client accounts and technical configurations, ensuring efficient service delivery.
- Provided assistance to VIP clients through phone calls, in-person visits, and office consultations.
- Greeting clients and visitors with a professional demeanor.
- Assisting with office tasks such as data entry, inventory management, and equipment maintenance.
Fulfillment Supervisor
Holistic Industries
Capitol Heights
02.2022 - 10.2023
- Review sales orders with Fulfillment Manager on a daily and weekly basis.
- Accurately fills sales orders as noted in LeafTrade software.
- Prioritize orders/sales and procedures on a daily basis.
- Upload GP inventory to LeafTrade when product is marked Ready For Sale from all GP departments.
- Comprehensive understanding and adherence to state regulations, company policies and SOPs.
- Promote a positive, customer-service oriented work environment in line with SOPs.
- Accurately and compliantly fill out transfer manifests to outside clients and interdepartmentally.
- Maintain a compliant and properly organized vault in accordance with regulations and METRC (MJ Freeway) standards.
- Established delivery routes and monitored drivers using remote GPS tracking system to ensure timely deliveries.
- Compiled weekly inventory reports from facility data for national team members to support operational decision-making.
- Demonstrated thorough knowledge of various cannabis flower types and product offerings.
- Led efforts to add barcode SKUs to each product unit in compliance with METRC (MJ Freeway) standards and sales orders.
- Works with Facilities Management to ensure production (SKUing) goals are met.
- Acts as a Quality Assurance checker, spot checking labeling and packaging while handling products.
Fulfillment Associate
Holistic Industries
Capitol Heights
10.2021 - 02.2022
- Accurately and efficiently pulls physical product from vault space to build orders for delivery.
- Ensures accurate and complete product labels are printed and affixed before product goes out for delivery.
- Filled orders according to the Inventory Control system.
- Assisted Fulfillment Supervisor and Manager in creating accurate manifests, ensuring internal and external sales orders matched for quality control.
- Review sales orders with Fulfillment Manager on a daily and weekly basis.
- Supported logistics for multiple cannabis warehouse grow and production functions to streamline operations.
- Expected to understand aspects of production; adhere to strict safety, quality, and production standards.
- Comprehensive understanding and adherence to state regulations and company policies and standard operating procedures.
- Performed production duties and provided information, assistance, and troubleshooting to multiple managers in the facility.
- Used the seed-to-sale and internal inventory tracking/control system.
Count Team Lead
MGM National Harbor
Oxon Hill
10.2018 - 02.2021
- Assists with ensuring all Count Team procedures are in compliance with the Minimum Internal Control Standards required by the Gaming Control Board.
- Trained new personnel on Count Team procedures to ensure compliance and efficiency.
- Directs count team members during the drops and count processes of all areas.
- Opens and closes Count Room daily and ensures that drop is started and finished daily without incident.
- Troubleshoots problems and provides management and employees constructive feedback.
- Maintains the inventory of supplies and ensures all machinery is in good condition.
- Collected slot currency acceptors and transported to Count Room for processing.
- Transfers coins to appropriate slot booth, annex, or Casino Cage.
- Performs any necessary cleaning and maintenance on the machinery used for the count.
- Enters data for Table Games into computerized system.
- Operates computers and machines used in the processing of all monies, and machines used in the drop process.
- Researched and documented unusual circumstances, notifying management and surveillance to maintain compliance with regulations.
LockSmith
Connections LLC
Waldorf
03.2018 - 05.2018
- Installed new locksets and pin cylinders to master and subsystem levels; re-pinned existing locks to master and subsystem levels; repaired safety feature hardware, locks, and furniture locking mechanisms.
- Developed and implemented preventive maintenance schedules for locksmith office activities, ensuring operational readiness and compliance with safety standards.
- Performing electronic lock programming and audit trail report retrieval on all electronic audit trail locks; code cut from Insta-Code software programs and fits keys to locks with no lock codes; install, repair, modify, and open a variety of locking mechanisms found on doors, desks, compartments, mobile equipment, safes, and vaults.
- Ensured all personnel had the necessary qualifications (technical, maintenance, and training) and managed the career development of direct reports.
- Managed and de-conflicted multiple ongoing baseline support and technical tasks, ensuring alignment with project goals and controlling contractor program costs.
- Interfaced with industry, vendors, and the Office of General Counsel on systems installed and maintained under FDIC, identifying system dependencies and documenting potential concerns to mitigate risks.
- Briefed the Oversight Manager (OM) or Technical Monitor (TM) on a wide range of services, activities, and deliverables as the single focal point for all services and activities.
- Greets everyone at all times. Smiles, makes eye contact and verbally greets guests and coworkers from arrival to the property through departure.
Education
Technical/Vocational School - Information Technology
Prince Georges Community College
Largo Maryland05-2021
High school or equivalent - Information Technology
Career Technical Institute
Washington, DC12-2018
Technical/Vocational School - HVAC
College of Southern Maryland
Waldorf, MD06-2014
Skills
- ServiceNOW
- Microsoft 365
- Project management
- Web application support
- Web application support
- Web application support
- Web application support
- Microsoft Office 365
- Current Windows versions
- Windows
- Mac support
- System administration
- Remote Desktop Connection
- Mobile device management
- Android
- Network troubleshooting
- Remote access solutions
- Technical support
- Technical support
- Technical support
- Technical support
- Incident management
- User account management
- User access management
- Enterprise networking
- Agile methodologies
- Enterprise networking
- Problem solving
- Troubleshooter
- Resource management
- Workflow improvement
- Customer interaction
- Service delivery
- Interpersonal communication
- Clear communication
- Presentation skills
- Dependable team member
- Accountable team member
- Work ethic
- Detail orientation
- Time management
- Firefox
- Microsoft Edge
- Chrome
- McAfee
- Norton Anti-Virus
- Skype for Business
- Web application support
- Microsoft Teams
Certification
- CompTIA Security+, 07/01/24, 07/01/27
- Full Security Clearance, 06/01/24, Present
Timeline
Routine Requirements Lead
Leidos
07.2025 - Current
Desktop Support Technician Tier 2
Pentagon/PrimeTek
10.2024 - 07.2025
Service Counter Technician Tier 2
Pentagon/Empower AI INC
01.2024 - 10.2024
Fulfillment Supervisor
Holistic Industries
02.2022 - 10.2023
Fulfillment Associate
Holistic Industries
10.2021 - 02.2022
Count Team Lead
MGM National Harbor
10.2018 - 02.2021
LockSmith
Connections LLC
03.2018 - 05.2018
Technical/Vocational School - Information Technology
Prince Georges Community College
High school or equivalent - Information Technology
Career Technical Institute
Technical/Vocational School - HVAC
College of Southern Maryland