ServiceNow
William Y. Massey III
District Heights
Summary
Professional with solid experience in desktop support, prepared for this role. Skilled in troubleshooting, hardware and software installation, and problem resolution. Strong focus on team collaboration and achieving results. Adaptable, reliable, and adept at managing changing needs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist
TimeAway LLC
10.2024 - Current
- Assisted in the migration of legacy systems to newer technology platforms, minimizing disruptions during the transition period.
- Optimized company network infrastructure through strategic planning and implementation of upgrades.
- Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
- Contributed to IT department initiatives for new technology rollouts and system upgrades, supporting seamless transitions for endusers.
- Enhanced system performance by implementing regular software updates and hardware maintenance.
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
Program Analyst
Resource Management Concept Inc.
12.2023 - Current
- Led and managed a team of 5-10 analysts in developing, implementing, and evaluating Navy programs and initiatives, ensuring alignment with operational objectives and compliance with regulatory standards
- Oversee multi-million dollar project planning and execution, including budgeting, scheduling, and resource allocation, to optimize program performance and achieve strategic goals
- Analyze and interpret complex data sets to generate actionable insights, support decision-making processes, and enhance program effectiveness for a rotating portfolio of 10 or more projects
- Develop and deliver comprehensive reports and presentations to a team of 20 or more senior Navy officials and stakeholders, highlighting key findings, recommendations, and progress
- Assisted service desk and customer support teams with re-imaging, installing, and configuring computer equipment
- Assisted with inventory and tracking the delivery of IT equipment
- Prepared media for destruction
- Preparing equipment items for shipment to and from remote operating locations
- Supporting IT program planning and execution by gathering, analyzing, and reporting data
- Assisting in developing program deliverables, tracking progress, and ensuring adherence to timelines
System Administrator
Science Applications International Corporation (SAIC)
01.2023 - 12.2023
- Responsible for the majority of The State Department mobile device management, including tracking, troubleshooting, repair, and software management, and interface with 10-25 customers on-site daily, taking scheduled appointments and walk-ins
- Managed, maintained, and repaired enterprise devices for a remote global workforce with a user base of more than 20K
- Utilized an IT Service Management ticketing system (ServiceNow) to document incidents and requests and the respective resolutions and fulfillments
- Performed administrative tasks on devices in-person and remotely to support a broad range of issues
- Attended customers visiting the office in person via scheduled appointments and walk-ins
- Organized, configured, and performed troubleshooting on devices brought in for (re)imaging
- Updated and prepared official documentation and records for Provided leadership and team awareness as well as for future reference
- Undergone continual training to stay current on corporate and team policies in addition to troubleshooting methods
- Identified, monitored, and notified team and Leadership of trending issues, requests, and/or other pertinent matters
Cybersecurity Teacher
Thomas Edison High School
09.2021 - 01.2023
- Educate and mentor four classes of 20-30 students daily in cybersecurity principles, IT systems, and best practices, fostering a strong understanding of network security, ethical hacking, and digital forensics
- Support mobile device troubleshooting and management for school assets
- Develop and implement a comprehensive curriculum that includes hands-on labs, real-world scenarios, and interactive learning experiences, enhancing students' practical skills and theoretical knowledge
- Maintain a B average among all students through effective lesson planning, tailored instruction, and continuous assessment, supporting diverse learning needs and ensuring academic progress
IT Specialist
Metro by T-Mobile
05.2017 - 09.2022
- Provide expert troubleshooting support for customers experiencing issues with their mobile devices, aiming for a resolution rate of 90% on the first contact to enhance customer satisfaction and reduce follow-up inquiries
- Develop training programs for team members focused on advanced troubleshooting techniques and customer service skills, with a goal of improving team performance metrics by 20% in customer satisfaction scores
- Regularly analyze customer feedback and service trends, targeting a 15% reduction in recurring issues by implementing strategic solutions based on data insights and tracking improvements through Net Promoter Score (NPS)
- Ensure that the team meets or exceeds sales goals by overseeing all store functions, from sales and inventory to the implementation of new store programs and initiatives
Education
Bachelor of Science - Cyber Security
Strayer University
12.2020
Associate Degree - Computer Networking Technology
Brightwood College
01.2018
Skills
- Technical support expertise
- Active Directory management
- Ticketing system proficiency
- Problem resolution
- Help desk experience
- Software installation
- Application support
- Wireless networking
- Incident management
- Asset management
Certification
- CompTIA CySA+ Certification, 07/01/24
- CompTIA Security(+)CE Certification, 08/01/22
Militarytraining
- Navy 'A' School, Boatswain, Great Lakes, Illinois, 01/01/10, 12/31/14
- Boatswain Superintendent School, Naval Station, San Diego, California, 01/01/07, 12/31/10
Clearance
2022 Secret Clearance
Awards
- National Defense Service Medal
- Global War on Terrorism Service Medal
- Navy Good Conduct Medal
- Navy and Marine Corps Overseas Service Ribbon
- Sea Service Deployment ribbon
- Navy and Marine Corps Achievement Medal
Militaryhistory
UNITED STATES NAVY, San Diego, CA, 08/01/07, 10/31/14, During seven years of service in the United States Navy, various roles included Damage Control Petty Officer, managing damage control, firefighting, and CBR warfare defense while instructing personnel. As a Deck Department Supervisor, led over 30 personnel, ensuring 100% equipment availability with no incidents. Also served as a Landing Signalman, responsible for safe helicopter operations, and worked as a Boatswain's Mate, training the crew in maintenance tasks.
Software
NET
Timeline
Desktop Support Specialist
TimeAway LLC
10.2024 - Current
Program Analyst
Resource Management Concept Inc.
12.2023 - Current
System Administrator
Science Applications International Corporation (SAIC)
01.2023 - 12.2023
Cybersecurity Teacher
Thomas Edison High School
09.2021 - 01.2023
IT Specialist
Metro by T-Mobile
05.2017 - 09.2022
Associate Degree - Computer Networking Technology
Brightwood College
Bachelor of Science - Cyber Security
Strayer University
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