DENNIS KILLMER
The Colony, Texas
75056
214.773.8824
dennismk1@dennismk1.com
https://www.linkedin.com/in/dennismk1/
INFORMATION TECHNOLOGY (IT) PROFESSIONAL
United States Army veteran seeking full-time employment opportunities to highlight past experience of managing of large IT staff, Service Desk Operations, and End User Support functions. Possess a comprehensive background in analyzing customer systems, software and hardware operations, network connectivity, service agreements, and help desk standard operating instructions. Experienced in new business pursuits, consolidations, transitions, and transformation of client accounts. Maintained verbal and written communication through a collaborative approach that has gained positive output, dedication, and commitment team members and senior leadership.
INFORMATION
TECHNOLOGY TRAINING
CompTIA A+ 901, CompTIA A+ 902, CompTIA
Network+, CompTIA Sec+ (N10 – 007), ITIL Foundations
Certified Ethical Hacker (CEHv10), Advanced CompTIA Sec+ Exam Prep
Computer Hacking Forensic Investigator
(CHFIv9)
Certifications Pending – LeaderQuest
Academy – Dallas, TX
Management Certification Program
Tarrant County Community College – Fort
Worth, TX
Computer Operations Program
Southern Technical College – Lafayette, LA
CERTIFICATIONS
ITIL Foundations
TECHNICAL SKILLS
Software: Microsoft Office (2003, 2007, 2010, 2013,
2016)
Access, Word, Excel, PowerPoint, OneNote,
Outlook, Project, Publisher, Visio, InfoPath, SharePoint
Operating Systems: Mac & iOS / Microsoft Windows 7,
Windows 8, Windows 10
EMPLOYMENT
EXPERIENCE
CoServ Electric – Corinth, TX
2017 – 2018
Help
Desk Support II
Analyzed technical challenges and
developed potential resolutions while incorporating the end user’s point of
view, as well as resolved username and password issues.
·
Maintained
accountability for email configuration, OS and Application troubleshooting for
100+ users; provided mobile device support (iOS, Android, and Windows) that
consisted of 50+ calls per day
·
Collaborated
with Advanced–Level Support Staff by identifying and providing troubleshoot
resolution for various hardware and software issues
·
Maintained
100% accountability for the company’s asset inventory that consisted of various
hardware and software systems, valued more than $50K
DENNIS KILLMER, PAGE TWO
Cornerstone
Automation Systems – Frisco, TX 2015
– 2016
IT
Support Technician
Monitored
and troubleshoot 250+ employee hardware, networked peripheral devices, and
network hardware products. Manager end user account, permissions, access
rights, and storage allocations within Active Directory.
·
Installed,
updated, and repaired software on organization systems, as well as troubleshoot
hardware and software problems; documented and logged daily completed tasks
within Cornerstone’s logbook
·
Supported
telecommunications infrastructure and associated software by issuing 100+
workstation telephones; troubleshoot workstations and networking software,
email, VPN, and Office365
·
Tracked
and monitored daily operational performance of 200+ systems; conducted various
analyses that improved performance 30%
Computer Sciences
Corporation – Coppell, TX 2011
– 2015
Associate Project Manager
year – year
Managed
all client relationships and acted as mediator between clientele and the lead
project manager, as well as managed all project documentations.
·
Created
Root, Call, Analysis (RCA) Reports and developed, coordinated, and implemented
all tasks related to specific projects
·
Supervised
small project budgets that were valued at $50K or less; coordinated and set the
project expectations between each product line who were involved with each
project
Management Team Lead
year – year
Maintained
knowledge data base of technical issues affecting end users; conducted call
evaluations and documented, tracked, and monitored 100+ daily support tickets
to ensure accurate and timely resolution.
·
Evaluated
ticket Quality and assisted with call support escalations; generated weekly
help desk performance and metric reports
·
Developed
knowledge articles and provided training to help desk agents, as well as monitored
and maintained customer satisfaction database and provided customer feedback
Computer Sciences
Corporation – Coppell, TX 2009 – 2011
Help Desk Associate
Answered
help desk telephones for assigned accounts, as well as responded to customer
inquiries to ensure customer needs were met.
·
Assisted
30+ daily customers in resolving technical problems by providing guidance
regarding software and hardware related problems; resolved and referred complex
technical problems within an escalation process
BAE System Information
Technology – Las Colinas, TX
2008 – 2009
Queue Coordinator (Contract
Position)
Performed
activities associated with the management of dedicated ticket queues that
included prioritization of work and assignment to technical resources for
resolution of end user concerns.
·
Monitored
dedicated queues and assigned 100+ daily Priority 1 or Priority 2 tickets to
appropriate resources for troubleshooting and ticket resolution
·
Ensured associated tickets were related to
the parent ticket and proper employee follow-up was performed once incident was
resolved by reviewing all at risk SLA tickets
Computer Sciences
Corporation – Las Colinas, TX 2005 – 2008
Work Flow Analyst
Prioritized,
tracked, and escalated problems and installed Change Move and Surplus (ICMS)
activities that ensured Service Level Agreements and Compliance Metrics were
met.
·
Monitored
and retrieved problem tickets from the queue tracking system that ensured open
tickets did not surpass an hour wait
·
Interfaced
with customers and Field Service Technicians for open ticket status updates