Results oriented professional with a Top Secret security clearance and proven broad-based experience in both the public and private sectors. Technical experience includes Network Domain administration, server management, and providing technical support to the Department of Homeland Security (DHS) and the Transportation Security Administration (TSA) end-users as well as their support service desks. Administrative experience includes monitoring Service Level Agreements (SLAs) for SLA alerts and following up with End User Technicians (EUTs) and Sites or Regional leads to ensure tickets are managed accordingly to prevent SLA targets from being breached. Managing BMC Remedy and Service Now ticketing systems queues, creating and customizing daily and as requested reports using Remedy and Service Now, Creating and preparing government billings and disbursements, Accounts Receivable, Revenue Accounting, and Credit Card reconciliation.
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