Donald E. Mullin4452 Winter Oaks Lane ∙ Orlando, FL 32812 ∙ 407.493.6612 ∙ dmullin77@gmail.com

PROFESSIONAL EXPERIENCE

BBA AVIATION/Insight Global 2014 - PresentSenior Service Desk Technician Contractor

Orlando, FL

Provide assistance and training to other Help Desk technicians in solving more advanced user problems and inquiries.

Providing basic training to users as needed. Maintain a database of problems and utilizing the help desk staff to research

and solve problems. Responds to user questions and inquiries via telephone, email, web and other

communication methods.

Enters, assigns and tracks service requests in the on-line work-order system. Refers service issues to IT management.

Properly documents problem ticket into on-line Help Desk System.

Establishes priorities on Help Desk tickets based on established helpdesk and departmental guidelines and procedures.

Follows up and communicates ticket information to users when appropriate.

Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.

Assists with desktop and laptop imagining and installation as needed.

Assists in the operations of enterprise systems as needed.

Create and updates user accounts creation as needed.

UNITED STATES DEPARTMENT OF VETERANS AFFAIRS/Consultis 2011 - 2014Senior Information Technology Specialist Contractor

Orlando, FL

Resolving customer related software and hardware problems. Diagnosing and resolving problems in response to reported incidents via

trouble tickets. Overseeing Help Desk activities along with configuring devices and software

applications. Account management support, client connectivity support and client

application support for various devices. Handling escalated problems as appropriate. Training new hires on the businesses information systems.

Played an active role in testing and rolling out Windows 7 to over 4000 devices.

Configured, Assigned and rolled out 150 Apple IPad devices, some of the first IPad’s to be issued in the entire US at the V.A.

Assisted in writing Standard Operating Procedures for the Help Desk / Operations Team.

Managed day to day functions of a Help Desk. Ensuring SLA’s are followed and that the end user receives above expected customer service.

Project lead managing the Orlando VA Police laptops used in the patrol cars. Single point of contact for the officers when they have any issues while out on patrol.

Took the lead on Inventory. When I came on board, inventory was less than satisfactory. Inventory at time of departure was at 98% or higher.

Office Supply Tech. Ordered and tracked all office supplies for our business unit.

LOCKHEED MARTIN 2010 – 2011

Help Desk Tier I-III Analyst Orlando, FL

Resolving technical problems, answering queries in support of internal and/or outside customer computer hardware, software, and network and telecommunications systems.

Diagnosing, identifying, isolating and analyzing problems utilizing historical database records.

Routing calls to product line specialists, along with maintaining and updating records and tracking databases.

Alerting management to recurring problems and patterns of problems. Analyzing and solving complex problems in a fast-paced environment with

managing multiple conflicting priorities with thorough follow-up and documentation.

Blackberry administration and Remote Access administration. Part of team who handled replacing over 20,000 RSA Devices in a week’s amount of time due to security breach limiting the impact to the end users who are based all around the globe.

TICKETMASTER 2006 – 2009

Field Technology Engineer Orlando, FL

Configured Box Offices ticketing systems. Providing advanced services to clients and field with technical problems and

information technology issues regarding Ticketmaster products, wireless network infrastructure and local area networks.

Providing other with instruction and training on venue hardware deployment, equipment maintenance procedures and processes.

Network designing and implementation for venues including all products and services.

Receive, investigate, resolve and track trouble tickets for challenging problems that have been escalated beyond other support teams.

Supported live events ensuring ticketing, gates, and all other hardware were up and running at time of shows.

EDUCATIONAssociate of Science Graduated 2006Criminal Justice Winter

Park, FLDirector’s Award of DistinctionDirector’s Award of ExcellenceCentral Florida College

PROFESSIONAL TRAINING AND SKILLSProficient in Microsoft Office, MS Project, Visio, Lotus Notes, Adobe Acrobat, Remote Access, Blackberry, TMWIN99 and Personal Computer Interface (PCI), Remedy, Windows Operating Systems, Airwatch and GOOD, Active Directory.