Daniel Saravia

Sr. ServiceNow Application Support Specialist

ICF International

Mar 2022 - Current (4 years 5 months)

• Serve as Service Desk lead for ServiceNow applications deployed. • Provides phone, email, and web support to users for applications developed or deployed (Remote Support using TEAMS, as required). • Perform troubleshooting, through diagnostic techniques to pertinent questions/issues. • Manage ticketing queues in a timely manner to maintain defined Service Level agreements. • Perform post-resolution follow-ups to application incident requests. • Create and Maintain Knowledge Articles within ServiceNow Knowledge Management module and report gaps in instructions to improve articles. • Document status updates and follow up for users on status for resolution. • Promptly escalate to next level support for complex problems and engage with

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Sr. Technical Support Specialist

General Dynamics IT

Nov 2020 - Mar 2022 (1 year 5 months)

• Assist users with Network issues to ensure 100% Network Connectivity. • Assist users with issued proprietary databases, software, software configuration control and systems. • Provide remote support to general users in the areas of file servers, system anomalies, email, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors.

Sr. I.T. Specialist

CANDA Solutions

Jan 2019 - Oct 2020 (1 year 10 months)

• Provide weekly ServiceDesk metrics using PowerBI. • Monitor network and IT resource availability via SolarWinds. • Resolve OS, hardware, and network issues. • Support USSS proprietary systems to ensure 100% confidentiality, integrity and availability. • Assist users with access and network issues to ensure 100% connectivity. • Assist users with issued proprietary software, hardware and processes. • Monitor network and IT resource availability via SolarWinds. • Continued assessment of network infrastructure to ensure scalability. • Participate in outage conference calls as required. • Conduct User Acceptance l'esting (UAI) with II service lines.

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Sr. Technical Support Specialist

GDITCSRASRA

Jul 2016 - Dec 2018 (2 years 6 months)

• Assist users with Network issues to ensure 100% Network Connectivity. • Assist users with issued proprietary databases, software, software configuration control and systems. • Conduct User Acceptance Testing (UAT) with IT service lines. • Provide remote support (using Dameware, when required) to general users in the areas of file servers, system anomalies, email, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors. • Monitor network and IT resource availability via SolarWinds. • Resolve 05, hardware, and network issues.

Network / Systems Administrator

Caci

Nov 2015 - Apr 2016 (6 months)

• Manage & Administer Juniper/Cisco Routers & Switches to include network bandwidth throttling, network bottlenecks, SNMP Polling/Trapping & port management. • Assist users with Network issues to ensure 100% Network Connectivity. • Conduct User Acceptance l'esting (UAT) with IT service lines. • Assist users client issued proprietary databases, software, software configuration control and systems. • Provide remote support to general users in the areas of file servers, system anomalies, email, directories, standard Windows desktop applications and applications developed or deployed under this contractor or predecessors. • Monitor network and IT resource availability.

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IT Lead

Hands of Mercy

May 2014 - Nov 2015 (1 year 7 months)

• Manage day-to-day operations of all IT related activities. • Monitor network and IT resource availability. • Schedule upgrade/maintenance for IT infrastructure. • Resolve 105/Windows, hardware, and network issues. • Ensure out of scope requests are appropriately documented & communicated to upper management.

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NOC Technician / Administrator

GDITDMI Inc.

Sep 2011 - May 2014 (2 years 9 months)

• Mainframe Support, to include software installation, Add/Delete/Maintain User Profiles, and Monitor System Performance. • Manage & Administer Juniper/Cisco Routers & Switches to include network bandwidth throttling, network bottlenecks & port management. • Support Server (including Exchange and Active Directory), VOIP, Transport and SAN related system Incidents and Service Requests. • Monitor escalated issues and Incidents and Services to ensure appropriate team participation. • Ensure out of scope requests are communicated to upper management. • Interface with Mark Center O&M and handle customer escalations to ensure high levels of customer satisfaction.

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